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Updating terms and conditions of online stores – why is it necessary?

by dr Damian Dobosz

3 February 2025

In line with the laws currently in force, the terms and conditions of online stores must include information for consumers on the option to resolve a dispute with a seller amicably via an interactive website operated by the European Commission – the so-called Online Dispute Resolution (ODR) Platform. This was required under the existing EU Regulation (524/2013) on online dispute resolution for consumer disputes.

After less than nine years of the ODR platform, it appears that it is not popular with consumers. In view of the small number of cases – less than 200 per year, a decision was taken to discontinue the ODR platform.

Under the new EU regulation (2024/3228) of 19 December 2024, the ODR platform will be available only until 20 March 2025. From this date onwards, consumers will not be able to use the ODR platform to amicably resolve disputes with sellers.

Once the ODR platform is discontinued, the terms and conditions of online stores will need to be updated to remove information that consumers may resolve their disputes amicably through that platform. Leaving such information in the terms and conditions would mislead consumers. For the time being, the new regulation does not provide for solutions to replace the ODR platform.

Are you wondering how the upcoming changes will affect your business? Contact our experts to find out.

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