The rights, one by one

The risk travels on the seller's back

The risk of loss of or damage to the goods only passes to you when you, or a third party you indicated and other than the carrier, acquire physical possession of the goods. A parcel lost on the way therefore remains the seller's problem. One exception, written in the same sentence: the risk passes on delivery to the carrier if you were the one who commissioned that carrier and the trader did not offer that choice.

“In contracts where the trader dispatches the goods to the consumer, the risk of loss of or damage to the goods shall pass to the consumer when he or a third party indicated by the consumer and other than the carrier has acquired the physical possession of the goods. However, the risk shall pass to the consumer upon delivery to the carrier if the carrier was commissioned by the consumer to carry the goods and that choice was not offered by the trader, without prejudice to the rights of the consumer against the carrier.”

Delivery not later than 30 days, unless a date was agreed

30 days

Absent an agreement on another time of delivery, the trader delivers without undue delay and not later than 30 days from the conclusion of the contract. If a date was agreed, that date governs.

“1. Unless the parties have agreed otherwise on the time of delivery, the trader shall deliver the goods by transferring the physical possession or control of the goods to the consumer without undue delay, but not later than 30 days from the conclusion of the contract.”

The additional period you set, which arms termination

On failure to deliver, you call upon the trader to deliver within an additional period of time appropriate to the circumstances. If it is not kept, you are entitled to terminate the contract. It is a mandatory step, and it is what makes the case solid.

“2. Where the trader has failed to fulfil his obligation to deliver the goods at the time agreed upon with the consumer or within the time limit set out in paragraph 1, the consumer shall call upon him to make the delivery within an additional period of time appropriate to the circumstances. If the trader fails to deliver the goods within that additional period of time, the consumer shall be entitled to terminate the contract.”

Immediate termination, reserved for the written cases

No additional period to grant when the trader has refused to deliver, or when delivery by a specific date was essential and announced before the conclusion of the contract. In those cases, termination is immediate.

“The first subparagraph shall not be applicable to sales contracts where the trader has refused to deliver the goods or where delivery within the agreed delivery period is essential taking into account all the circumstances attending the conclusion of the contract or where the consumer informs the trader, prior to the conclusion of the contract, that delivery by or on a specified date is essential. In those cases, if the trader fails to deliver the goods at the time agreed upon with the consumer or within the time limit set out in paragraph 1, the consumer shall be entitled to terminate the contract immediately.”

Reimbursement of all sums paid, without undue delay

Upon termination of the contract, the trader reimburses all sums paid under the contract, delivery costs included, without undue delay. A credit note only replaces that reimbursement if you prefer it.

“3. Upon termination of the contract, the trader shall, without undue delay, reimburse all sums paid under the contract.”

A pre-ticked box is not consent

Any additional cost requires your explicit consent. A surcharge added through a box ticked in advance is not validly consented to, and any payment collected that way must be reimbursed.

“You must give your explicit consent to any additional costs, for example if the trader wishes to offer you express delivery, or gift wrapping. Using a pre-ticked box on the trader's website does not constitute such consent and you would be entitled to reimbursement of any payment which has been collected in this way.”

A two-year legal guarantee, on the seller's account

2 years

The seller is liable for any lack of conformity which exists at the time of delivery and becomes apparent within two years of that time. Everywhere in the Union, as a minimum: your country may provide longer periods.

“1. The seller shall be liable to the consumer for any lack of conformity which exists at the time when the goods were delivered and which becomes apparent within two years of that time.”

Repair or replacement, at no cost

If the goods turn out to be faulty, the seller must repair or replace them at no cost. If that is impossible or too slow, without significant inconvenience to you, you are entitled to a full or partial refund.

“Under EU rules, if the goods you buy turn out to be faulty or do not look or work as advertised, the seller must repair or replace them at no cost. If this is impossible or the seller cannot do it within a reasonable time and without significant inconvenience to you, you are entitled to a full or partial refund.”

Independent of any commercial guarantee

The legal guarantee is held against the seller and applies independently of any commercial guarantee. A manufacturer's warranty can offer more; it can never exclude or reduce your rights under the minimum 2-year guarantee.

“As a consumer in the EU you also benefit from legal guarantee rights against the seller. The legal guarantee applies independently of any commercial guarantee.”

A presumption of one year as a minimum, to check country by country

1 year

Any defect appearing within 1 year is presumed to have existed at delivery, unless the seller proves otherwise. Some countries extend that period to 2 years. Between one and two years, check your country's rule before writing: the guarantee itself runs either way.

“If a defect becomes apparent within 1 year of delivery, you don't have to prove it existed at the time of delivery. It is assumed that it did unless the seller can prove otherwise. In some EU countries, this period of “reversed burden of proof” is 2 years.”

The choice of remedies, then the follow-up in money

For conformity, you choose between repair and replacement, unless a remedy is impossible or disproportionately costly. If the seller does not deliver it, or not within a reasonable time, what follows is a proportionate price reduction or the termination of the contract.

“The consumer shall be entitled to either a proportionate reduction of the price in accordance with Article 15 or the termination of the sales contract in accordance with Article 16 in any of the following cases: (a) the seller has not completed repair or replacement […] (d) the seller has declared, or it is clear from the circumstances, that the seller will not bring the goods into conformity within a reasonable time, or without significant inconvenience for the consumer.”

Professional second-hand is covered too

Second-hand goods bought from a professional seller are covered by the minimum 2-year guarantee. A shorter period is only possible in some countries, never below one year, and only if agreed and made clear at the time of purchase.

“Second-hand goods that you buy from a professional seller are also covered by the minimum 2-year guarantee. In some EU countries, you can agree with the seller on a guarantee period of less than 2 years. However, it must be no shorter than 1 year. This should be made clear at the time of purchase.”

Withdraw within fourteen days: no reason to give

14 days

For a purchase made online, by phone or at your doorstep, you can cancel the contract within 14 days without providing any justification. For goods, the period runs from the date of delivery; for services, from the day the contract was agreed.

“This means you can cancel the contract within 14 days without providing any justification (the "cooling-off period"). For goods this means 14 days from the date of delivery, for services 14 days after the day the contract was agreed.”

A written starting point: taking possession

For a sale, the withdrawal period expires 14 days after the day you, or a third party you indicated, acquire physical possession of the goods. The order date and the payment date do not count.

“2. Without prejudice to Article 10, the withdrawal period referred to in paragraph 1 of this Article shall expire after 14 days […] (b) in the case of sales contracts, the day on which the consumer or a third party other than the carrier and indicated by the consumer acquires physical possession of the goods”

Trying is not consuming

You are only liable for the diminished value caused by handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the goods. An unboxed, tried product remains covered by the right.

“2. The consumer shall only be liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics and functioning of the goods.”

Fourteen days to send back, the posting date rules

The return leaves at the latest 14 days after your statement of withdrawal, and the deadline is met upon dispatch. You bear only the direct cost of returning the goods, and only if the seller informed you of it before the purchase.

“1. Unless the trader has offered to collect the goods himself, the consumer shall send back the goods or hand them over to the trader or to a person authorised by the trader to receive the goods, without undue delay and in any event not later than 14 days from the day on which he has communicated his decision to withdraw from the contract to the trader in accordance with Article 11. The deadline shall be met if the consumer sends back the goods before the period of 14 days has expired. The consumer shall only bear the direct cost of returning the goods unless the trader has agreed to bear them or the trader failed to inform the consumer that the consumer has to bear them.”

All payments, same means, fourteen days

The trader reimburses all payments received, delivery costs included, within 14 days of your withdrawal, using the same means of payment as your initial transaction, unless you expressly agree to another means.

“1. The trader shall reimburse all payments received from the consumer, including, if applicable, the costs of delivery without undue delay and in any event not later than 14 days from the day on which he is informed of the consumer's decision to withdraw from the contract in accordance with Article 11. The trader shall carry out the reimbursement referred to in the first subparagraph using the same means of payment as the consumer used for the initial transaction, unless the consumer has expressly agreed otherwise and provided that the consumer does not incur any fees as a result of such reimbursement.”

The seller's silence stretches the period by twelve months

If the trader fails to inform you of your right of withdrawal, the period expires 12 months from the end of the initial withdrawal period. A house policy that keeps quiet about your right does not shorten it: it extends it.

“1. If the trader has not provided the consumer with the information on the right of withdrawal as required by point (h) of Article 6(1), the withdrawal period shall expire 12 months from the end of the initial withdrawal period, as determined in accordance with Article 9(2).”

The exceptions are the text's, not the seller's

The right of withdrawal has exceptions, and it is EU law that sets them. A returns policy adds none: any contractual term which directly or indirectly waives or restricts the rights resulting from the directive is not binding on the consumer, and the consumer cannot waive those rights.

“If the law applicable to the contract is the law of a Member State, consumers may not waive the rights conferred on them by the national measures transposing this Directive. Any contractual terms which directly or indirectly waive or restrict the rights resulting from this Directive shall not be binding on the consumer.”

Standard terms must be fair

Standard contract terms used by traders have to be fair: the contract is not allowed to create an imbalance between your rights and obligations and theirs. The principle holds for “terms and conditions” as much as for a detailed contract.

“Under EU law, standard contract terms used by traders have to be fair. This doesn't change if they're called "terms and conditions" or are part of a detailed contract that you actually have to sign. The contract is not allowed to create an imbalance between your rights and obligations as a consumer and the rights and obligations of sellers and suppliers.”

Ticking a box is not negotiating

A term drafted in advance, whose substance you could not influence, is always regarded as not individually negotiated: that is the ground where the directive applies. And if the trader claims a standard term was negotiated, the burden of proof is on them.

“2. A term shall always be regarded as not individually negotiated where it has been drafted in advance and the consumer has therefore not been able to influence the substance of the term, particularly in the context of a pre-formulated standard contract. […] Where any seller or supplier claims that a standard term has been individually negotiated, the burden of proof in this respect shall be incumbent on him.”

An official list describes the known set-ups

The directive's annex is an indicative and non-exhaustive list of terms which may be regarded as unfair: automatic renewal with a distant cut-off, terms impossible to know before signing, price rises without a right to cancel, exclusive rights of interpretation. The spotting belongs to you, the declaring belongs to the judge.

“3. The Annex shall contain an indicative and non-exhaustive list of the terms which may be regarded as unfair.”

Renewal is stated before payment

Before you are bound by a distance contract, the trader provides, in a clear and comprehensible manner, the duration of the contract and, for a contract extended automatically, the conditions for terminating it. The burden of proof regarding compliance with that information obligation is on the trader.

“1. Before the consumer is bound by a distance or off-premises contract, or any corresponding offer, the trader shall provide the consumer with the following information in a clear and comprehensible manner: […] (o) the duration of the contract, where applicable, or, if the contract is of indeterminate duration or is to be extended automatically, the conditions for terminating the contract; […] 9. As regards compliance with the information requirements laid down in this Chapter, the burden of proof shall be on the trader.”

Clarity is their obligation, doubt is your ally

Written terms must always be drafted in plain, intelligible language, and where there is doubt about the meaning of a term, the interpretation most favourable to the consumer prevails.

“In the case of contracts where all or certain terms offered to the consumer are in writing, these terms must always be drafted in plain, intelligible language. Where there is doubt about the meaning of a term, the interpretation most favourable to the consumer shall prevail.”

The unfair term does not bind you, the contract survives

Unfair terms are not binding on the consumer, as provided for under national law, and the contract continues to bind the parties on the same terms if it can survive without them. You do not have to choose between enduring and cancelling everything.

“1. Member States shall lay down that unfair terms used in a contract concluded with a consumer by a seller or supplier shall, as provided for under their national law, not be binding on the consumer and that the contract shall continue to bind the parties upon those terms if it is capable of continuing in existence without the unfair terms.”

Means provided to stop these terms

The directive requires the Member States to ensure that adequate and effective means exist to prevent the continued use of unfair terms. Consumer associations, authorities, judges: the way out of the one-on-one is organised by the text itself.

“1. Member States shall ensure that, in the interests of consumers and of competitors, adequate and effective means exist to prevent the continued use of unfair terms in contracts concluded with consumers by sellers or suppliers.”

Flat-rate compensation, set by distance

€400

€250 up to 1,500 km, €400 beyond 1,500 km inside the Union and for other flights between 1,500 and 3,500 km, €600 for the rest. This Article knows one variable, distance: the price of the ticket does not enter it, and the notice condition lives in Article 5(1)(c), not here.

“Where reference is made to this Article, passengers shall receive compensation amounting to: (a) EUR 250 for all flights of 1500 kilometres or less; (b) EUR 400 for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres; (c) EUR 600 for all flights not falling under (a) or (b). In determining the distance, the basis shall be the last destination at which the denial of boarding or cancellation will delay the passenger's arrival after the scheduled time.”

Told less than two weeks ahead, compensation is due

Compensation is due unless the airline informed you at least two weeks before the scheduled time of departure. Between two weeks and seven days, it only falls away if you are offered re-routing that leaves no more than two hours before the scheduled time and gets you in less than four hours after the scheduled arrival; at less than seven days, the window tightens to one hour before and two hours after. Told less than two weeks before departure, you have lost nothing.

“have the right to compensation by the operating air carrier in accordance with Article 7, unless: (i) they are informed of the cancellation at least two weeks before the scheduled time of departure; or (ii) they are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than two hours before the scheduled time of departure and to reach their final destination less than four hours after the scheduled time of arrival; or (iii) they are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than one hour before the scheduled time of departure and to reach their final destination less than two hours after the scheduled time of arrival.”

The choice between getting your money back and travelling

Reimbursement of the ticket within seven days, re-routing at the earliest opportunity, or re-routing on a date that suits you. You choose, and that choice does not wipe out your compensation.

“Where reference is made to this Article, passengers shall be offered the choice between: […] reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket at the price at which it was bought […] (b) re-routing, under comparable transport conditions, to their final destination at the earliest opportunity; or (c) re-routing, under comparable transport conditions, to their final destination at a later date at the passenger's convenience, subject to availability of seats.”

Meals, hotel and transport while you wait

Refreshments and meals in proportion to the wait, a hotel as soon as a night becomes necessary, and the ride to that hotel. Free of charge.

“Where reference is made to this Article, passengers shall be offered free of charge: (a) meals and refreshments in a reasonable relation to the waiting time; (b) hotel accommodation in cases […] where a stay of one or more nights becomes necessary […] (c) transport between the airport and place of accommodation (hotel or other).”

It is the airline that has to prove things, not you

Prove that it informed you and when; prove the extraordinary circumstances if it invokes them. As long as it proves nothing, the compensation is still owed.

“An operating air carrier shall not be obliged to pay compensation in accordance with Article 7, if it can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.”

No clause can make you waive these rights

Obligations towards passengers may not be limited or waived by a clause in the contract of carriage. A voucher only replaces money with your signed agreement.

“Obligations vis-à-vis passengers pursuant to this Regulation may not be limited or waived, notably by a derogation or restrictive clause in the contract of carriage.”

A national body to complain to, in every country

Each Member State designates a body responsible for enforcing this Regulation, and each passenger may complain to it about an infringement at any airport on its territory.

“Without prejudice to Article 12, each passenger may complain to any body designated under paragraph 1, or to any other competent body designated by a Member State, about an alleged infringement of this Regulation at any airport situated on the territory of a Member State […]”

Eat, drink and phone while you wait

Refreshments and meals in a reasonable relation to the waiting time. Paragraph 2 of the same Article adds two telephone calls or two e-mails. Free of charge, and on a simple request at the desk.

“Where reference is made to this Article, passengers shall be offered free of charge: (a) meals and refreshments in a reasonable relation to the waiting time; (b) hotel accommodation in cases […] where a stay of one or more nights becomes necessary […] (c) transport between the airport and place of accommodation (hotel or other).”

Flat-rate compensation, set by distance

€250

€250 up to 1500 km, €400 beyond 1500 km inside the Union and for other flights between 1500 and 3500 km, €600 for the rest. The amount varies neither with the ticket price nor with the number of hours lost.

“Where reference is made to this Article, passengers shall receive compensation amounting to: (a) EUR 250 for all flights of 1500 kilometres or less; (b) EUR 400 for all intra-Community flights of more than 1500 kilometres, and for all other flights between 1500 and 3500 kilometres; (c) EUR 600 for all flights not falling under (a) or (b).”

Walk away from the flight from five hours of delay

When the departure delay reaches five hours, reimbursement of the ticket becomes a right. Travelling stays your choice; it is no longer an obligation.

“(iii) when the delay is at least five hours, the assistance specified in Article 8(1)(a).”

It is the airline's job to prove its extraordinary circumstances

And to prove them with named documents: extracts from logbooks, incident reports. Those documents are owed to the relevant national enforcement body and to the passengers concerned.

“If you arrived at your final destination with a delay of 3 hours or more, you are entitled to compensation, unless the delay was due to extraordinary circumstances. The airline has to prove this by providing, for example, extracts from logbooks or incident reports.”

No clause in their contract can make you waive this

Obligations towards passengers may not be limited or waived by a derogation or a restrictive clause in the contract of carriage. Having accepted the general conditions changes nothing.

“Obligations vis-à-vis passengers pursuant to this Regulation may not be limited or waived, notably by a derogation or restrictive clause in the contract of carriage.”

A national body to go to, in every country

Every Member State designates one, and any passenger may complain to it about an infringement that happened at an airport on its territory.

“Without prejudice to Article 12, each passenger may complain to any body designated under paragraph 1, or to any other competent body designated by a Member State, about an alleged infringement of this Regulation at any airport situated on the territory of a Member State […]”

Liability governed by a text, not by a gesture

The liability of a Community air carrier in respect of passengers and their baggage is governed by all provisions of the Montreal Convention relevant to such liability. The measure of what you are owed lives there, not in a goodwill gesture.

“1. The liability of a Community air carrier in respect of passengers and their baggage shall be governed by all provisions of the Montreal Convention relevant to such liability.”

The written complaint, as soon as possible

If the baggage is damaged, delayed, lost or destroyed, the complaint is made in writing to the carrier, as soon as possible. An app notification is not a complaint: the trace that counts is the one you write and date.

“If the baggage is damaged, delayed, lost or destroyed, the passenger must write and complain to the air carrier as soon as possible. In the case of damage to checked baggage, the passenger must write and complain within seven days, and in the case of delay within 21 days, in both cases from the date on which the baggage was placed at the passenger's disposal.”

Two short windows, counted from the bag's return

7 and 21 days

According to the official EU page: in writing to the airline within 7 days for lost or damaged luggage, or within 21 days of receiving your luggage if it was delayed. There is no standard EU-wide form: a clear letter is enough.

“If you want to file a claim for lost or damaged luggage, you should do it in writing to the airline within 7 days, or within 21 days of receiving your luggage if it was delayed. There is no standard EU-wide form.”

The damage from the delay gets repaired

In case of baggage delay, the carrier is liable for damage unless it took all reasonable measures to avoid it, or it was impossible to take such measures. The receipts of your essential purchases date and quantify what the wait cost you.

“In case of baggage delay, the air carrier is liable for damage unless it took all reasonable measures to avoid the damage or it was impossible to take such measures.”

The hold binds even without fault

For checked baggage, the carrier is liable even if not at fault, unless the baggage was defective. For unchecked baggage, in the cabin, it is liable only if at fault.

“In the case of checked baggage, it is liable even if not at fault, unless the baggage was defective. In the case of unchecked baggage, the carrier is liable only if at fault.”

A ceiling, and the written tool to raise it

Liability is limited, and the text provides the tool: a special declaration, at the latest at check-in and against a supplementary fee, raises the limit for your bag. The current amount of the ceiling is checked on the official page: this file deliberately displays no figure in its place.

“A passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee.”

Two airlines, two valid doors

If the carrier actually performing the flight is not the contracting carrier, the complaint or the claim may be addressed to either one. The name or code indicated on the ticket designates the contracting carrier.

“If the air carrier actually performing the flight is not the same as the contracting air carrier, the passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of an air carrier is indicated on the ticket, that air carrier is the contracting air carrier.”

Two years to go to court

Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which it ought to have arrived. Deadlines invented by a commercial letter do not replace the text's.

“Any action in court to claim damages must be brought within two years from the date of arrival of the aircraft, or from the date on which the aircraft ought to have arrived.”

Three options, and you are the one who picks

As soon as a cancellation costs 60 minutes or more on arrival: full reimbursement of the ticket, or re-routing at the earliest opportunity, or re-routing on a date of your convenience. The company must offer them immediately and make the necessary arrangements.

“Where it is reasonably to be expected, either at departure or in the event of a missed connection or a cancellation, that arrival at the final destination under the transport contract will be subject to a delay of 60 minutes or more, the railway undertaking operating the delayed or cancelled service shall immediately offer the passenger the choice between one of the following options, and shall make the necessary arrangements: (a) reimbursement of the full cost of the ticket, under the conditions by which it was paid, for the part or parts of his or her journey not made […] (b) continuation or re-routing, under comparable transport conditions, to the final destination at the earliest opportunity; (c) continuation or re-routing, under comparable transport conditions, to the final destination at a later date at the passenger's convenience.”

Eat, drink, and sleep at their expense if need be

Meals and refreshments in reasonable relation to the waiting time. Hotel or other accommodation, with the transport between the station and the accommodation, if a night on the spot becomes necessary. Free of charge, from 60 minutes of delay or in the event of a cancellation.

“Where the delay referred to in paragraph 1 amounts to 60 minutes or more, or the service is cancelled, the railway undertaking operating the delayed or cancelled service shall offer the passengers the following, free of charge: (a) meals and refreshments in reasonable relation to the waiting time […] (b) hotel or other accommodation, and transport between the railway station and place of accommodation, in cases where a stay of one or more nights becomes necessary or an additional stay becomes necessary, where and when physically possible.”

After a hundred minutes of silence, you arrange the journey yourself

If the re-routing options have not been communicated to you within 100 minutes of the scheduled departure time, you contract with another public transport service by rail, coach or bus, without their agreement. They reimburse the necessary, appropriate and reasonable costs.

“Where the available re-routing options are not communicated to the passenger within 100 minutes from the scheduled departure time of the delayed or cancelled service or the missed connection, the passenger shall be entitled to conclude such a contract with other providers of public transport services by rail, coach or bus. The railway undertaking shall reimburse the passenger for the necessary, appropriate and reasonable costs that he or she incurs.”

Compensation as a percentage of the ticket

50 %

25 % of the ticket price for a delay of 60 to 119 minutes, 50 % from 120 minutes. These are minimums. It is owed without you losing your right of transport, and is calculated on the price actually paid for the delayed service.

“Without losing the right of transport, a passenger is entitled to compensation for delays from the railway undertaking if he or she is facing a delay between the places of departure and final destination stated in the ticket or through-ticket for which the cost has not been reimbursed in accordance with Article 18. The minimum compensation for delays shall be as follows: (a) 25 % of the ticket price for a delay of 60 to 119 minutes; (b) 50 % of the ticket price for a delay of 120 minutes or more.”

A voucher is only worth something if you accept it

The reimbursement may take the form of vouchers only if their terms are sufficiently flexible and the passenger agrees to accept them. It is paid within 30 days and cannot be reduced by financial transaction costs such as fees, telephone costs or stamps.

“The reimbursements referred to in point (a) of paragraph 1 and in paragraph 3 shall be paid within 30 days after the receipt of the request. […] The reimbursement may take the form of vouchers and/or the provision of other services provided that the terms of those vouchers and/or services are sufficiently flexible, in particular regarding the validity period and destination, and that the passenger agrees to accept those vouchers and/or services. The reimbursement of the ticket price shall not be reduced by financial transaction costs such as fees, telephone costs or stamps.”

A strike by their own staff is not an extraordinary circumstance

The Regulation expressly excludes from the exemption referred to in point (c) strikes by the personnel of the railway undertaking, as well as the acts of the infrastructure and station managers. And when an extraordinary circumstance is real, it only knocks out the compensation: reimbursement, re-routing and assistance remain owed.

“A railway undertaking shall not be obliged to pay compensation if it can prove that the delay, missed connection or cancellation was caused directly by, or was inherently linked with: (a) extraordinary circumstances not connected with the operation of the railway, such as extreme weather conditions, major natural disasters or major public health crises […] Strikes by the personnel of the railway undertaking, acts or omissions by another undertaking using the same railway infrastructure and acts or omissions of the infrastructure and station managers are not covered by the exemption referred to in point (c) of the first subparagraph.”

A national authority to turn to, with its deadlines

Complaint to the company first, which must give a reasoned reply within a month. Then, within 3 months of a refusal, a complaint to the national authority that granted its licence. It deals with the case in 3 months, six for complex ones, and gives a non-binding legal opinion.

“to the railway company, who must reply within 1 month with a reasoned reply. In duly justified cases, the railway company may reply within 3 months. […] If you did get a reply from the railway company but were not satisfied, you can also complain to the relevant national authority in your country within 3 months of the rejection of your complaint by the railway company. You should address your complaint to the national authority that granted the railway company's licence. The national authority's complaint-handling procedure should take a maximum of 3 months (or six months for complex cases). The national authority should provide you with a non-binding legal opinion on how to proceed with your claim.”

A right to obtain erasure, and an obligation to erase

The text runs both ways in the same sentence: you have the right to obtain erasure without undue delay, and the controller has the obligation to erase without undue delay, as soon as one of the grounds on the list applies. The first two are ordinary: the data are no longer necessary in relation to the purposes, or you withdraw the consent the processing was based on.

“1. The data subject shall have the right to obtain from the controller the erasure of personal data concerning him or her without undue delay and the controller shall have the obligation to erase personal data without undue delay where one of the following grounds applies: (a) the personal data are no longer necessary in relation to the purposes for which they were collected or otherwise processed; (b) the data subject withdraws consent on which the processing is based […] and where there is no other legal ground for the processing; […] (d) the personal data have been unlawfully processed;”

A copy of everything they hold, before erasing

Confirmation as to whether data concerning you are being processed, access to that data, and a copy of the data undergoing processing. With the purposes, the categories of data and the recipients. A reasonable fee may be charged only for a FURTHER copy.

“1. The data subject shall have the right to obtain from the controller confirmation as to whether or not personal data concerning him or her are being processed, and, where that is the case, access to the personal data and the following information: (a) the purposes of the processing; (b) the categories of personal data concerned; (c) the recipients or categories of recipient to whom the personal data have been or will be disclosed, in particular recipients in third countries or international organisations; […] 3. The controller shall provide a copy of the personal data undergoing processing. For any further copies requested by the data subject, the controller may charge a reasonable fee based on administrative costs.”

An identity check fenced in by two words

They may request additional information only where they have reasonable doubts concerning your identity, and only information that is necessary to confirm it. Two conditions, rather than a list of documents to hand over.

“6. Without prejudice to Article 11, where the controller has reasonable doubts concerning the identity of the natural person making the request referred to in Articles 15 to 21, the controller may request the provision of additional information necessary to confirm the identity of the data subject.”

No payment required, and the proof of abuse is on them

Actions taken under Articles 15 to 22 shall be provided free of charge. The exception is narrow: requests that are manifestly unfounded or excessive, in particular repetitive ones. And the controller shall bear the burden of demonstrating that character.

“5. Information provided under Articles 13 and 14 and any communication and any actions taken under Articles 15 to 22 and 34 shall be provided free of charge. Where requests from a data subject are manifestly unfounded or excessive, in particular because of their repetitive character, the controller may either: (a) charge a reasonable fee taking into account the administrative costs of providing the information or communication or taking the action requested; or (b) refuse to act on the request. The controller shall bear the burden of demonstrating the manifestly unfounded or excessive character of the request.”

One month, and the clock starts at their acknowledgement

1 month

The period runs from receipt of the request. It may be extended by two further months where necessary, taking into account the complexity and number of the requests, provided the extension and the reasons for the delay were communicated to you within the first month.

“3. The controller shall provide information on action taken on a request under Articles 15 to 22 to the data subject without undue delay and in any event within one month of receipt of the request. That period may be extended by two further months where necessary, taking into account the complexity and number of the requests. The controller shall inform the data subject of any such extension within one month of receipt of the request, together with the reasons for the delay.”

A refusal has to be reasoned and tell you where to go

If they do not act, they shall inform you without delay and at the latest within one month of the reasons for not taking action, and of the possibility of lodging a complaint with a supervisory authority and seeking a judicial remedy. A silence meets none of those conditions.

“4. If the controller does not take action on the request of the data subject, the controller shall inform the data subject without delay and at the latest within one month of receipt of the request of the reasons for not taking action and on the possibility of lodging a complaint with a supervisory authority and seeking a judicial remedy.”

The erasure is communicated to those who received your data

The controller shall communicate the erasure to each recipient to whom the data have been disclosed, unless this proves impossible or involves disproportionate effort. And it shall inform you about those recipients if you request it.

“The controller shall communicate any rectification or erasure of personal data or restriction of processing carried out in accordance with Article 16, Article 17(1) and Article 18 to each recipient to whom the personal data have been disclosed, unless this proves impossible or involves disproportionate effort. The controller shall inform the data subject about those recipients if the data subject requests it.”

A complaint to lodge where you live

With a supervisory authority, in particular that of the Member State of your habitual residence, your place of work, or the place of the alleged infringement. The authority then informs you of the progress and the outcome, including the possibility of a judicial remedy.

“1. Without prejudice to any other administrative or judicial remedy, every data subject shall have the right to lodge a complaint with a supervisory authority, in particular in the Member State of his or her habitual residence, place of work or place of the alleged infringement if the data subject considers that the processing of personal data relating to him or her infringes this Regulation. 2. The supervisory authority with which the complaint has been lodged shall inform the complainant on the progress and the outcome of the complaint including the possibility of a judicial remedy pursuant to Article 78.”

A breach is not just a hack

A personal data breach covers destruction, loss, alteration, unauthorised disclosure or unauthorised access, whether accidental or unlawful. An internal mistake or a lost laptop fits the definition just as much as an attack.

“‘personal data breach’ means a breach of security leading to the accidental or unlawful destruction, loss, alteration, unauthorised disclosure of, or access to, personal data transmitted, stored or otherwise processed;”

Informed directly when the risk is high

When the breach is likely to result in a high risk to your rights and freedoms, the controller communicates it to you, personally, without undue delay. The warning email is an obligation, not a commercial gesture.

“1. When the personal data breach is likely to result in a high risk to the rights and freedoms of natural persons, the controller shall communicate the personal data breach to the data subject without undue delay.”

Minimum content, in clear and plain language

The warning describes the nature of the breach and contains at least a contact point where more information can be obtained, the likely consequences, and the measures taken or proposed. What is missing can be claimed.

“2. The communication to the data subject referred to in paragraph 1 of this Article shall describe in clear and plain language the nature of the personal data breach and contain at least the information and measures referred to in points (b), (c) and (d) of Article 33(3).”

72 hours: the clock runs towards the authority

72 h

The notification to the supervisory authority is due without undue delay and, where feasible, not later than 72 hours after becoming aware; beyond that, it must carry the reasons for the delay. Your own communication has no number: it is due without undue delay once the risk is high.

“1. In the case of a personal data breach, the controller shall without undue delay and, where feasible, not later than 72 hours after having become aware of it, notify the personal data breach to the supervisory authority competent in accordance with Article 55, unless the personal data breach is unlikely to result in a risk to the rights and freedoms of natural persons. Where the notification to the supervisory authority is not made within 72 hours, it shall be accompanied by reasons for the delay.”

The authority can order them to warn you

If the company did not write to you, the supervisory authority can consider whether the breach carries a high risk, then require the individual communication or find that a written exception applies. The last word does not belong to the press statement.

“4. If the controller has not already communicated the personal data breach to the data subject, the supervisory authority, having considered the likelihood of the personal data breach resulting in a high risk, may require it to do so or may decide that any of the conditions referred to in paragraph 3 are met.”

A complaint to lodge where you live

With a supervisory authority, in particular that of the Member State of your habitual residence, your place of work or the place of the infringement. The authority then informs you of the progress and the outcome, including the possibility of a judicial remedy.

“1. Without prejudice to any other administrative or judicial remedy, every data subject shall have the right to lodge a complaint with a supervisory authority, in particular in the Member State of his or her habitual residence, place of work or place of the alleged infringement if the data subject considers that the processing of personal data relating to him or her infringes this Regulation. 2. The supervisory authority with which the complaint has been lodged shall inform the complainant on the progress and the outcome of the complaint including the possibility of a judicial remedy pursuant to Article 78.”

An entire paragraph just for direct marketing

Article 21 deals with direct marketing separately: you can object at any time to the processing of your data for those purposes, related profiling included. The neighbouring paragraph requires grounds relating to your particular situation for other kinds of processing; the direct marketing paragraph asks for none.

“2. Where personal data are processed for direct marketing purposes, the data subject shall have the right to object at any time to processing of personal data concerning him or her for such marketing, which includes profiling to the extent that it is related to such direct marketing.”

The stop flows from the objection itself

Where you object, the data shall no longer be processed for direct marketing purposes. The text grants no grace period, no balancing test, no legitimate interest exception: the sentence ends there, and it holds for every channel serving the same purpose.

“3. Where the data subject objects to processing for direct marketing purposes, the personal data shall no longer be processed for such purposes.”

A right they must present to you, not hide from you

At the latest at the time of the first communication, the right to object must be explicitly brought to your attention and presented clearly and separately from any other information. That is an obligation on the controller, not an interface courtesy.

“4. At the latest at the time of the first communication with the data subject, the right referred to in paragraphs 1 and 2 shall be explicitly brought to the attention of the data subject and shall be presented clearly and separately from any other information.”

An objection that can travel by machine

In the context of the use of information society services, the right to object may be exercised by automated means using technical specifications. A setting or a technical signal can therefore carry your objection: the text provides for it in black and white.

“5. In the context of the use of information society services, and notwithstanding Directive 2002/58/EC, the data subject may exercise his or her right to object by automated means using technical specifications.”

The calendar shared by every right in the series

1 month

Information on the action taken on a request under Articles 15 to 22 is due without undue delay, and at the latest one month after receipt. An extension of two further months at most is possible, on condition that it is announced with its reasons within the first month.

“3. The controller shall provide information on action taken on a request under Articles 15 to 22 to the data subject without undue delay and in any event within one month of receipt of the request. That period may be extended by two further months where necessary, taking into account the complexity and number of the requests. The controller shall inform the data subject of any such extension within one month of receipt of the request, together with the reasons for the delay.”

A complaint to lodge where you live

With a supervisory authority, in particular in the Member State of your habitual residence, your place of work or the place of the alleged infringement, whenever you consider that the processing infringes the Regulation. The official page states that the authority answers within three months.

“1. Without prejudice to any other administrative or judicial remedy, every data subject shall have the right to lodge a complaint with a supervisory authority, in particular in the Member State of his or her habitual residence, place of work or place of the alleged infringement if the data subject considers that the processing of personal data relating to him or her infringes this Regulation.”

An agreement with an official definition

A freely given, specific, informed and unambiguous indication of your wishes, given by a statement or by a clear affirmative action. Every word is a condition: carrying on using a service is neither unambiguous nor an action that says yes to a precise processing operation.

“‘consent' of the data subject means any freely given, specific, informed and unambiguous indication of the data subject's wishes by which he or she, by a statement or by a clear affirmative action, signifies agreement to the processing of personal data relating to him or her;”

The information owed before you decide

Before you signal any agreement, you must be given the reason your data will be used, how long they will be kept, who will receive them, and your rights, including the withdrawal of consent. All of it presented in a clear and understandable way.

“You should also be given the following information before you decide to opt in: […] the reason why the company/organisation will use your personal data […] how long they intend to keep your personal data […] details of any other company/organisation that will receive your personal data […] information on your data protection rights (access, correction, deletion, complaint, withdrawal of consent) […] All this information should be presented in a clear and understandable way.”

A request that must stand apart from the rest

Slipped into a document dealing with other matters, the request for consent must be clearly distinguishable from them, intelligible and accessible, in clear and plain language. And any part of the document that infringes the Regulation is not binding.

“2. If the data subject's consent is given in the context of a written declaration which also concerns other matters, the request for consent shall be presented in a manner which is clearly distinguishable from the other matters, in an intelligible and easily accessible form, using clear and plain language. Any part of such a declaration which constitutes an infringement of this Regulation shall not be binding.”

The freedom of the agreement is assessed, and pressure counts

When assessing whether consent is freely given, utmost account must be taken of whether the service is made conditional on consent that its performance does not need. A cut-off threat is not a commercial argument: it is an exhibit.

“4. When assessing whether consent is freely given, utmost account shall be taken of whether, inter alia, the performance of a contract, including the provision of a service, is conditional on consent to the processing of personal data that is not necessary for the performance of that contract.”

A withdrawal as easy as the agreement

You have the right to withdraw your consent at any time, you must be told so before you even give it, and it must be as easy to withdraw as to give. One tap on the way in does not become a registered letter on the way out.

“3. The data subject shall have the right to withdraw his or her consent at any time. The withdrawal of consent shall not affect the lawfulness of processing based on consent before its withdrawal. Prior to giving consent, the data subject shall be informed thereof. It shall be as easy to withdraw as to give consent.”

Demonstrating the consent is their burden

Where processing is based on consent, the controller must be able to demonstrate that you consented. A register line that asserts, without showing a gesture, a date or the prior information, demonstrates nothing.

“1. Where processing is based on consent, the controller shall be able to demonstrate that the data subject has consented to processing of his or her personal data.”

A complaint to lodge where you live

With a supervisory authority, in particular in the Member State of your habitual residence, your place of work or the place of the alleged infringement, whenever you consider that the processing infringes the Regulation.

“1. Without prejudice to any other administrative or judicial remedy, every data subject shall have the right to lodge a complaint with a supervisory authority, in particular in the Member State of his or her habitual residence, place of work or place of the alleged infringement if the data subject considers that the processing of personal data relating to him or her infringes this Regulation.”

Your plan travels at the domestic price

No surcharge on top of the domestic retail price for calls made or received, texts and data while roaming in the Union, and no general charge for activating the service abroad. The only provisos are Articles 5 and 6 of the Regulation, themselves tightly framed.

“1. Roaming providers shall not levy any surcharge in addition to the domestic retail price on roaming customers in any Member State for any regulated roaming calls made or received, for any regulated roaming SMS messages sent or for any regulated data roaming services used, nor shall they levy any general charge to enable the terminal equipment or service to be used abroad, subject to Articles 5 and 6.”

A fair use policy must respect your plan

The fair use policy exists to prevent abusive usage, such as living permanently on another country's SIM card. But it must enable you to consume, at the domestic price, volumes consistent with your tariff plan: it fences in abuse, not your holidays.

“1. Roaming providers may apply in accordance with this Article and the implementing acts adopted pursuant to Article 7 a fair use policy to the consumption of regulated retail roaming services provided at the applicable domestic retail price level, in order to prevent abusive or anomalous usage of regulated retail roaming services by roaming customers, such as the use of such services by roaming customers in a Member State other than that of their domestic provider for purposes other than periodic travel. Any fair use policy shall enable the roaming provider's customers to consume volumes of regulated retail roaming services at the applicable domestic retail price that are consistent with their respective tariff plans.”

The information message at every border

On entering another Member State, your operator sends you, free of charge and without undue delay, an automatic message with the basic personalised information: your pricing, your fair use policy, the charges beyond it. It is your reference exhibit in any dispute.

“1. To alert roaming customers to the fact that they will be subject to roaming charges when making or receiving a call or when sending an SMS message, each roaming provider shall, except when the customers have notified the roaming provider that they do not require this service, provide the customers, by means of an automatic message, without undue delay and free of charge, when they enter a Member State other than that of their domestic provider, with basic personalised pricing information on the roaming charges, including VAT, that apply to the making and receiving of calls and to the sending of SMS messages by that customer in the visited Member State.”

A safeguard limit against the runaway bill

EUR 50

A default financial limit, close to but not exceeding EUR 50 of outstanding charges per monthly billing period, excluding VAT, applies to every customer who has not chosen another one. An alert at 80 %, a notification before it is exceeded, and if you do not reply, the operator immediately ceases to provide and to charge. It is not a price: it is a net.

“One of those limits (the default financial limit) shall be close to, but not exceed, EUR 50 of outstanding charges per monthly billing period, excluding VAT. […] Each roaming provider shall also ensure that an appropriate notification is sent directly to the roaming customer's mobile device, for example by an SMS message, an email, means of a text message or a pop-up window on the computer, when the data roaming services have reached 80 % of the agreed financial or volume limit. […] If the roaming customer does not respond as prompted in the notification received, the roaming provider shall immediately cease to provide and to charge the roaming customer for regulated data roaming services, unless and until the roaming customer requests the continued or renewed provision of those services.”

No fair use surcharge without a notification

When the volume corresponding to fair use is fully consumed, the operator sends a notification stating the surcharge applicable to any further consumption. A surcharge that appears straight on the bill, without that alert, skipped a written step.

“3. The roaming provider shall send a notification when the applicable fair use volume of regulated data roaming service is fully consumed or any usage threshold applied in accordance with Article 6 is reached. That notification shall indicate the surcharge that will be applied to any additional consumption of regulated data roaming services by the roaming customer.”

A complaint in two steps, both of them written

First the operator, through its complaint procedure. Then, if the answer does not satisfy you, the relevant national regulatory authorities in your country, who will handle your case. No minimum amount is required anywhere.

“If you think your service provider has not respected your rights, you should contact your operator and use the complaint procedure in place. If you are not satisfied with their response you can contact the relevant national regulatory authorities in your country, usually your national telecoms regulator, who will handle your case.”

The version of the site that YOU choose

Blocking or limiting your access to an online interface for reasons related to your nationality or place of residence is forbidden, and redirecting you to another version requires your explicit consent. Even redirected with your consent, the version you wanted must remain easily accessible.

“2. A trader shall not, for reasons related to a customer's nationality, place of residence or place of establishment, redirect that customer to a version of the trader's online interface that is different from the online interface to which the customer initially sought access […] unless the customer has explicitly consented to such redirection. In the event of redirection with the customer's explicit consent, the version of the trader's online interface to which the customer initially sought access shall remain easily accessible to that customer.”

The same conditions as a local customer, in the written cases

To buy goods delivered in a Member State where delivery is offered, or collected at an agreed location, the general conditions of access may not differ according to your nationality, residence or place of establishment. Pick-up on the spot is the key that opens the local price.

“1. A trader shall not apply different general conditions of access to goods or services, for reasons related to a customer's nationality, place of residence or place of establishment, where the customer seeks to: (a) buy goods from a trader and either those goods are delivered to a location in a Member State to which the trader offers delivery in the general conditions of access or those goods are collected at a location agreed upon between the trader and the customer in a Member State in which the trader offers such an option in the general conditions of access;”

A payment its geography cannot disqualify

Within the means of payment it accepts, the trader may not apply different conditions because of your nationality, your residence, the location of your account, your payment provider or the place of issue of your card within the Union, once the transaction is electronic, authentication is fulfilled and the currency accepted.

“1. A trader shall not, within the range of means of payment accepted by the trader, apply, for reasons related to a customer's nationality, place of residence or place of establishment, the location of the payment account, the place of establishment of the payment service provider or the place of issue of the payment instrument within the Union, different conditions for a payment transaction, where: (a) the payment transaction is made through an electronic transaction by credit transfer, direct debit or a card-based payment instrument within the same payment brand and category; (b) authentication requirements are fulfilled pursuant to Directive (EU) 2015/2366; and (c) the payment transactions are in a currency that the trader accepts.”

Online and on-premises services: at local prices

Electronically supplied services, such as cloud services or website hosting, and services consumed at the trader's premises, amusement park, hotel, car rental: you are entitled to the same prices as local buyers.

“The same rules apply when you buy services provided at the trader's premises, for example when you buy entry tickets for an amusement park, book a hotel, rent a car, or when you buy electronically supplied services (such as cloud services or website hosting), you are entitled to have access to the same prices as local buyers.”

A practical assistance body in every country

Each Member State designates one or more bodies responsible for providing practical assistance to consumers in a dispute with a trader arising from this Regulation. The cross-border dispute is provided for by the text, counter included.

“Each Member State shall designate a body or bodies responsible for providing practical assistance to consumers in the case of a dispute between a consumer and a trader arising from the application of this Regulation.”

Enforcement bodies, and dissuasive measures

Each Member State designates the bodies responsible for the adequate and effective enforcement of the Regulation, and lays down effective, proportionate and dissuasive measures against infringements. A documented report is exactly what feeds them.

“1. Each Member State shall designate a body or bodies responsible for adequate and effective enforcement of this Regulation. 2. Member States shall lay down the rules setting out the measures applicable to infringements of the provisions of this Regulation and shall ensure that they are implemented. The measures provided for shall be effective, proportionate and dissuasive.”

Your paid subscription, in the same manner as at home

Temporarily present in another Member State, you access your paid online content service and use it in the same manner as in your Member State of residence: same content, same range and number of devices, same number of users, same functionalities.

“1. The provider of an online content service provided against payment of money shall enable a subscriber who is temporarily present in a Member State to access and use the online content service in the same manner as in the Member State of residence, including by providing access to the same content, on the same range and number of devices, for the same number of users and with the same range of functionalities.”

No additional charge for travelling

The provider shall not impose any additional charges for access to and use of the service during a temporary stay. Any paid “travel option” grafted onto a paid subscription contradicts that paragraph.

“2. The provider shall not impose any additional charges on the subscriber for the access to and the use of the online content service pursuant to paragraph 1.”

Your use is deemed to take place at home

The provision of the service, its access and its use during a temporary stay are deemed to occur solely in your Member State of residence. That is the legal fiction that neutralises the territorial licences argument.

“The provision of an online content service under this Regulation to a subscriber who is temporarily present in a Member State, as well as the access to and the use of that service by the subscriber, shall be deemed to occur solely in the subscriber's Member State of residence.”

A quality that may not be deliberately throttled

The provider shall take no action to reduce the quality of delivery during a temporary stay. What can change is your local connection, never a setting on their side.

“The provider shall not take any action to reduce the quality of delivery of the online content service when providing the online content service in accordance with paragraph 1.”

A residence check capped at two means

Verification of the Member State of residence uses not more than two means, picked from the Regulation's written list, and those means must be reasonable, proportionate and effective. Refusing all information has a price of its own: with verification impossible, portability is no longer owed.

“At the conclusion and upon the renewal of a contract for the provision of an online content service provided against payment of money, the provider shall verify the Member State of residence of the subscriber by using not more than two of the following means of verification and shall ensure that the means used are reasonable, proportionate and effective:”

Contrary clauses are unenforceable, day quotas included

All contractual provisions contrary to the Regulation are unenforceable, including between providers and rights holders, and notably those which prohibit portability or limit it to a specific time period. The Regulation itself sets no number of days.

“Any contractual provisions, including those between providers of online content services and holders of copyright or related rights or those holding any other rights in the content of online content services, as well as those between such providers and their subscribers, which are contrary to this Regulation, including those which prohibit cross-border portability of online content services or limit such portability to a specific time period, shall be unenforceable.”

An easy, electronic notice mechanism

Providers of hosting services put in place mechanisms allowing any individual to report content they consider illegal: easy to access and user-friendly, exclusively by electronic means. The report form is the legal channel, not a suggestions box.

“1. Providers of hosting services shall put mechanisms in place to allow any individual or entity to notify them of the presence on their service of specific items of information that the individual or entity considers to be illegal content. Those mechanisms shall be easy to access and user-friendly, and shall allow for the submission of notices exclusively by electronic means.”

An acknowledgement of receipt, then a decision with its remedies

If your notice carries your electronic contact details, the hosting provider sends you a confirmation of receipt without undue delay, then notifies you of its decision on the reported content, telling you the possibilities for redress against that decision.

“4. Where the notice contains the electronic contact information of the individual or entity that submitted it, the provider of hosting services shall, without undue delay, send a confirmation of receipt of the notice to that individual or entity. 5. The provider shall also, without undue delay, notify that individual or entity of its decision in respect of the information to which the notice relates, providing information on the possibilities for redress in respect of that decision.”

Processing that is timely, diligent, non-arbitrary and objective

The Regulation sets no numbered deadline, and none should be invented: it imposes an enforceable manner of processing, and the obligation to tell you whether automated means served the decision.

“6. Providers of hosting services shall process any notices that they receive under the mechanisms referred to in paragraph 1 and take their decisions in respect of the information to which the notices relate, in a timely, diligent, non-arbitrary and objective manner. Where they use automated means for that processing or decision-making, they shall include information on such use in the notification referred to in paragraph 5.”

A free internal complaint, open for at least six months

Providers of online platforms give access, including to those who submitted a notice, to an internal complaint-handling system: electronic, free of charge, for at least six months after the decision. Where the complaint shows the refusal to act was unfounded, the decision is reversed without undue delay.

“1. Providers of online platforms shall provide recipients of the service, including individuals or entities that have submitted a notice, for a period of at least six months following the decision referred to in this paragraph, with access to an effective internal complaint-handling system that enables them to lodge complaints, electronically and free of charge, against the decision taken by the provider of the online platform upon the receipt of a notice […]”

Complaint decisions under qualified human supervision

Decisions taken on your complaint are taken under the supervision of appropriately qualified staff, and not solely by automated means. A machine-generated refusal never has the last word.

“6. Providers of online platforms shall ensure that the decisions, referred to in paragraph 5, are taken under the supervision of appropriately qualified staff, and not solely on the basis of automated means.”

The choice of a certified out-of-court dispute settlement body

The person who reported may select any body certified by a coordinator to resolve the dispute, including where the internal complaint resolved nothing. Certification requires impartiality and independence; the limit is written too: the body cannot impose a binding settlement.

“1. Recipients of the service, including individuals or entities that have submitted notices, addressed by the decisions referred to in Article 20(1) shall be entitled to select any out-of-court dispute settlement body that has been certified in accordance with paragraph 3 of this Article in order to resolve disputes relating to those decisions, including complaints that have not been resolved by means of the internal complaint-handling system referred to in that Article.”

A complaint to your own country's coordinator

You have the right to lodge a complaint against a provider of intermediary services, for infringement of the Regulation, with the Digital Services Coordinator of the Member State where you are located. It assesses, transmits to the coordinator of establishment where appropriate, and you have the right to be heard and informed.

“Recipients of the service and any body, organisation or association mandated to exercise the rights conferred by this Regulation on their behalf shall have the right to lodge a complaint against providers of intermediary services alleging an infringement of this Regulation with the Digital Services Coordinator of the Member State where the recipient of the service is located or established. The Digital Services Coordinator shall assess the complaint and, where appropriate, transmit it to the Digital Services Coordinator of establishment, accompanied, where considered appropriate, by an opinion.”

A card that costs nothing, issued by your insurer

The European Health Insurance Card is requested free of charge from your health insurer, and it proves that you are insured in an EU country. The websites that charge for it are selling a free form.

“If you have health insurance in an EU country, you can ask your insurer for a European Health Insurance Card (EHIC), free of charge. […] The card is proof that you are insured in an EU country.”

The care that becomes necessary during the stay, without waiting for the trip home

During a stay in another Member State, you are entitled to the benefits in kind which become necessary on medical grounds, taking into account their nature and the expected length of the stay. The test is what cannot wait, not a life-threatening emergency.

“Unless otherwise provided for by paragraph 2, an insured person and the members of his/her family staying in a Member State other than the competent Member State shall be entitled to the benefits in kind which become necessary on medical grounds during their stay, taking into account the nature of the benefits and the expected length of the stay. These benefits shall be provided on behalf of the competent institution by the institution of the place of stay, in accordance with the provisions of the legislation it applies, as though the persons concerned were insured under the said legislation.”

The tariff of an insured person of the country treating you

The benefits are provided by the institution of the place of stay, under its legislation, as though you were insured under that legislation. Free where it is free for locals, a patient's fee where locals pay one.

“Unless otherwise provided for by paragraph 2, an insured person and the members of his/her family staying in a Member State other than the competent Member State shall be entitled to the benefits in kind which become necessary on medical grounds during their stay, taking into account the nature of the benefits and the expected length of the stay. These benefits shall be provided on behalf of the competent institution by the institution of the place of stay, in accordance with the provisions of the legislation it applies, as though the persons concerned were insured under the said legislation.”

Reimbursement to claim on the spot or once home

If you paid, you may claim reimbursement from the institution of the place of stay during the stay, within the limits and conditions of its rates, or turn to your own insurer once home. The receipts are the document both routes share.

“4. If the insured person has actually borne the costs of all or part of the benefits in kind provided within the framework of Article 19 of the basic Regulation and if the legislation applied by the institution of the place of stay enables reimbursement of those costs to an insured person, he may send an application for reimbursement to the institution of the place of stay. In that case, that institution shall reimburse directly to that person the amount of the costs corresponding to those benefits within the limits of and under the conditions of the reimbursement rates laid down in its legislation.”

Three written exclusions to know before leaving

The card does not cover private healthcare, does not cover planned treatment in another country, and covers neither rescue nor repatriation, which require separate insurance. Three official sentences, three bad surprises avoided.

“Your EHIC will not help you with rescue and repatriation - for transport home after falling seriously ill or after having an accident while visiting another EU country, you will need separate insurance cover. […] Your EHIC does not cover private healthcare. You can only use it for healthcare from providers that are part of the public system. […] Your EHIC does not cover planned treatment in another EU country.”

One single emergency number for the whole Union

112

112 can be dialled free of charge, from a fixed or mobile phone, wherever you are in the EU, and it puts you straight through to the emergency services: police, ambulance and fire brigade. It is the only number that works in every EU country.

“112 is the European emergency number you can dial free of charge from fixed and mobile phones everywhere in the EU. It will get you straight through to the emergency services – police, ambulance, fire brigade.”

Free, with no credit and no means of payment required

Access to the emergency services through 112 is free of charge and cannot require any means of payment. The text covers even the users of public pay telephones: calling for help is never a purchase.

“Member States shall ensure that all end-users of the services referred to in paragraph 2, including users of public pay telephones, are able to access the emergency services through emergency communications free of charge and without having to use any means of payment, by using the single European emergency number ‘112’ and any national emergency number specified by Member States.”

Your location travels with the call, at no cost and with no option

Caller location information is made available to the emergency centre without delay after the communication is set up, from the network and, where available, from the handset. Its establishment and transmission are free of charge for the caller.

“Member States shall ensure that caller location information is made available to the most appropriate PSAP without delay after the emergency communication is set up. This shall include network-based location information and, where available, handset-derived caller location information. Member States shall ensure that the establishment and the transmission of the caller location information are free of charge for the end-user and the PSAP with regard to all emergency communications to the single European emergency number ‘112’.”

Handled at least as fast as the national number

Calls to 112 are appropriately answered, within the national organisation of the emergency services, and handled at least as expeditiously and effectively as calls to national emergency numbers where those are still in use.

“Member States shall ensure that all emergency communications to the single European emergency number ‘112’ are appropriately answered and handled in the manner best suited to the national organisation of emergency systems. Such emergency communications shall be answered and handled at least as expeditiously and effectively as emergency communications to the national emergency number or numbers, where those continue to be in use.”

Equivalent access for users with disabilities

End-users with disabilities have access to emergency services equivalent to that enjoyed by other users, including while travelling in another Member State, where feasible without any pre-registration.

“Member States shall ensure that access for end-users with disabilities to emergency services is available through emergency communications and is equivalent to that enjoyed by other end-users, in accordance with Union law harmonising accessibility requirements for products and services. The Commission and the national regulatory or other competent authorities shall take appropriate measures to ensure that, whilst travelling in another Member State, end-users with disabilities can access emergency services on an equivalent basis with other end-users, where feasible without any pre-registration.”

116 000 for a missing child, in every EU country

If a child goes missing, at home or elsewhere in the EU, 116 000 takes the report and provides guidance and support. In line with EU rules, the hotline is available in all EU countries.

“If your child goes missing, either at home or in another EU country, you can call 116 000, the hotline for missing children. In line with EU rules, the 116 000 hotline is available in all EU countries. […] You can use the hotline to report a missing child; it also provides guidance and support to the families of missing children.”

A prescription recognised in the other EU countries

If the medicine is authorised on their territory, Member States ensure that prescriptions issued in another Member State for a named patient can be dispensed, and any blanket restriction on recognition is prohibited, apart from the written exceptions in the text.

“If a medicinal product is authorised to be marketed on their territory, in accordance with Directive 2001/83/EC or Regulation (EC) No 726/2004, Member States shall ensure that prescriptions issued for such a product in another Member State for a named patient can be dispensed on their territory in compliance with their national legislation in force, and that any restrictions on recognition of individual prescriptions are prohibited unless such restrictions are: (a) limited to what is necessary and proportionate to safeguard human health, and non-discriminatory; or (b) based on legitimate and justified doubts about the authenticity, content or comprehensibility of an individual prescription.”

A cross-border prescription to request from your doctor

No specific form exists: what makes the prescription usable elsewhere is its content, at least the patient's name in full and date of birth, the date of issue, an identifiable and reachable prescriber, and the medicine under its common name, with format, quantity, strength and dosage.

“There is no specific form or format for a prescription you will use in another EU country. […] It has to contain at least the following information: Patient details: surname and first name (both written in full), and date of birth Date of issue of the prescription Details of the prescribing doctor: surname and first name (written in full), professional qualification, direct contact details, work address (including the country), and signature (written or digital) Details of the prescribed product: its common name (rather than the brand name, which may be different in another country), format (tablet, solution, etc.), quantity, strength and dosage.”

At the counter, the rules of the dispensing country

Dispensation is subject to the rules of the country where the prescription is used: the pharmacist applies national rules, for example time or dosage limitations. Recognition does not import your own country's rules.

“The dispensation of prescriptions is subject to the rules of the country where they are dispensed. This means that a pharmacist will apply national rules when dispensing your medicine – for example, time or dosage limitations to dispensation of prescriptions.”

Reimbursement follows its own rules

The recognition of prescriptions does not affect the rules on reimbursement of medicinal products. Obtaining the medicine and being reimbursed are two separate files: pay, keep the receipt, and take reimbursement to its own counter.

“The recognition of such prescriptions shall not affect national rules governing prescribing and dispensing, if those rules are compatible with Union law, including generic or other substitution. The recognition of prescriptions shall not affect the rules on reimbursement of medicinal products. Reimbursement of costs of medicinal products is covered by Chapter III of this Directive.”

The medicine's availability is not guaranteed

Some medicines may not be authorised for sale or may not be available in another country, even within the Union, or may exist under another name. The common name on the prescription is the best safeguard.

“Some medicines may not be authorised for sale or may not be available in another country, even within the EU.”

The pharmacist's ethical refusal, on a par with local prescriptions

The pharmacist keeps the right to refuse for ethical reasons, but only where he would have had the same right of refusal facing a prescription issued in the Member State of affiliation. No discrimination against the foreign prescription, and no free pass for it.

“the recognition of prescriptions shall not affect a pharmacist’s right, by virtue of national rules, to refuse, for ethical reasons, to dispense a product that was prescribed in another Member State, where the pharmacist would have the right to refuse to dispense, had the prescription been issued in the Member State of affiliation.”

The underlying right: the care that becomes necessary during the stay

During a stay in another Member State, you are entitled to the benefits in kind which become necessary on medical grounds, taking into account their nature and the expected length of the stay, provided as though you were insured in that country. The card proves this right; it does not create it.

“an insured person and the members of his/her family staying in a Member State other than the competent Member State shall be entitled to the benefits in kind which become necessary on medical grounds during their stay, taking into account the nature of the benefits and the expected length of the stay. These benefits shall be provided on behalf of the competent institution by the institution of the place of stay, in accordance with the provisions of the legislation it applies, as though the persons concerned were insured under the said legislation.”

Without the card, treatment cannot be refused

If you do not have your card or cannot use it, you can't be refused treatment, but you might have to pay the full amount and claim reimbursement once you get home. Both halves of the sentence count.

“If you don't have your EHIC, or you can't use it (for instance, for private health care), you can't be refused treatment but you might have to pay the full amount for your treatment and claim reimbursement once you get home.”

The document can be obtained from the desk of the country of stay

If you do not have the document indicating your entitlement, the institution of the place of stay, upon request or if otherwise necessary, contacts the competent institution to obtain one. Your request at the desk is enough to start the exchange between funds.

“the insured person shall present to the health care provider in the Member State of stay a document issued by the competent institution indicating his entitlement to benefits in kind. If the insured person does not have such a document, the institution of the place of stay, upon request or if otherwise necessary, shall contact the competent institution in order to obtain one.”

The real risk without the card: the full rate, even private-patient status

In certain countries, without the card, you might be treated as a private patient and charged private prices, even in public establishments. That risk is written down: it is something to prepare for, not to dispute at the counter.

“In certain countries, without the EHIC, you might be treated as a private patient and charged private prices even in public establishments. You can then claim reimbursement from your health insurer when you get home. This applies to both public and private healthcare providers. However, the terms will be different: only treatments which you are entitled to receive at home will be reimbursed you will be reimbursed only up to the cost of treatment in your home country – which may be less than you paid for the treatment”

Reimbursement once home, bounded by two written limits

Reimbursement is claimed from your health insurer once home, for public and private providers alike, with two boundaries: only the treatments you are entitled to at home, and up to their cost at home, which may be less than you paid.

“In certain countries, without the EHIC, you might be treated as a private patient and charged private prices even in public establishments. You can then claim reimbursement from your health insurer when you get home. This applies to both public and private healthcare providers. However, the terms will be different: only treatments which you are entitled to receive at home will be reimbursed you will be reimbursed only up to the cost of treatment in your home country – which may be less than you paid for the treatment”

A national contact point to answer before the care

Every EU country has at least one national contact point that answers reimbursement questions, including before the care: reimbursable or not, capped or not. The surprise on the bill has an office whose job is to defuse it.

“Each EU country has at least one national contact point that can assist you with questions on reimbursement. […] If you're not sure about your rights and want to check before getting treatment, each EU country has at least one National Contact Point that can inform you whether or not you will be entitled to reimbursement, and whether any ceiling applies.”

Study at any university in the Union, with no nationality barrier

You are entitled to study at any EU university under the same conditions as nationals, and no country may refuse you access to education or training on grounds of your nationality. Entry conditions genuinely vary: the equality covers the rules, not the outcome.

“As an EU citizen, you are entitled to study at any EU university under the same conditions as nationals. However, conditions of entry vary significantly between individual countries and universities. […] Regardless of the other entry conditions, you may not be refused access to training or education in another EU country on grounds of your nationality.”

The nationals' course fees, and their course-fee grants

You cannot be required to pay higher course fees than nationals of the country, and you are entitled to the same grants as them to cover course fees.

“you cannot be required to pay higher course fees. you are entitled to the same grants to cover course fees as nationals of that country.”

The written limit: maintenance grants are not guaranteed

Equal treatment does not necessarily apply to support or maintenance grants and loans. Some countries provide them to foreign students on their own initiative: a possibility to check, never a right to demand.

“This treatment does not necessarily apply to support or maintenance grants and loans. Some countries may nevertheless choose to provide maintenance grants to foreign students, on their own initiative.”

Three months with no formality other than an identity document

Up to three months, residence in another Member State knows no condition or formality other than holding a valid identity card or passport. No visa, no permit, no file.

“Union citizens shall have the right of residence on the territory of another Member State for a period of up to three months without any conditions or any formalities other than the requirement to hold a valid identity card or passport.”

Beyond three months: three conditions, and the resources proof your way

Student residence beyond three months rests on enrolment at an accredited establishment, comprehensive sickness insurance cover, and the assurance of sufficient resources given by means of a declaration or by such equivalent means as you may choose.

“are enrolled at a private or public establishment, accredited or financed by the host Member State on the basis of its legislation or administrative practice, for the principal purpose of following a course of study, including vocational training; and […] have comprehensive sickness insurance cover in the host Member State and assure the relevant national authority, by means of a declaration or by such equivalent means as they may choose, that they have sufficient resources for themselves and their family members not to become a burden on the social assistance system of the host Member State during their period of residence”

A fenced-in registration: three documents, no amount demandable

To issue the registration certificate, the State may only require the identity document, proof of enrolment, proof of insurance and the resources declaration, which it may not require to refer to any specific amount. Paragraph 2 of the same Article adds that the certificate is issued immediately.

“Union citizens to whom point (c) of Article 7(1) applies present a valid identity card or passport, provide proof of enrolment at an accredited establishment and of comprehensive sickness insurance cover and the declaration or equivalent means referred to in point (c) of Article 7(1). Member States may not require this declaration to refer to any specific amount of resources.”

No leaving on a vague injunction: written, reasoned decision with appeal routes

A request to leave the territory or a deportation decision must be given in writing, state its reasons and specify how to appeal and by when. Deportation on public-policy grounds remains exceptional and requires proof of a serious threat.

“In exceptional cases, your host country can deport you on grounds of public policy or public security - but only if it can prove you represent a serious threat. […] The deportation decision or the request to leave must be given to you in writing. It must state the reasons for your deportation and specify how you can appeal and by when.”

Access to employment with the same priority as nationals

Any national of a Member State has the right to take up and pursue employment in another Member State, in accordance with the rules governing the employment of nationals, and enjoys the same priority in access to available employment.

“Any national of a Member State shall, irrespective of his place of residence, have the right to take up an activity as an employed person, and to pursue such activity, within the territory of another Member State in accordance with the provisions laid down by law, regulation or administrative action governing the employment of nationals of that State. […] He shall, in particular, have the right to take up available employment in the territory of another Member State with the same priority as nationals of that State.”

Foreigner quotas do not count you

Provisions restricting the employment of foreign nationals by number or percentage, per undertaking, branch of activity, region or nationwide, do not apply to nationals of the other Member States.

“Provisions laid down by law, regulation or administrative action of the Member States which restrict by number or percentage the employment of foreign nationals in any undertaking, branch of activity or region, or at a national level, shall not apply to nationals of the other Member States.”

Generally no work permit, and never for the self-employed

An EU citizen generally does not need a work permit to work in the EU, and a permit is never required for self-employed people. The official page's “generally” covers rare special regimes.

“As an EU national you generally don't need a work permit to work anywhere in the EU. Work permits are never required for self-employed people in the EU.”

Same conditions of employment, same social and tax advantages

No difference in treatment by reason of nationality for any conditions of employment and work, in particular remuneration, dismissal and re-employment, and the enjoyment of the same social and tax advantages as national workers.

“1. A worker who is a national of a Member State may not, in the territory of another Member State, be treated differently from national workers by reason of his nationality in respect of any conditions of employment and work, in particular as regards remuneration, dismissal, and, should he become unemployed, reinstatement or re-employment. 2. He shall enjoy the same social and tax advantages as national workers.”

A discriminatory clause is null and void

Any clause of a collective or individual agreement concerning eligibility for employment, remuneration, working conditions or dismissal is null and void in so far as it lays down discriminatory conditions towards workers of the other Member States. No signature saves it.

“Any clause of a collective or individual agreement or of any other collective regulation concerning eligibility for employment, remuneration and other conditions of work or dismissal shall be null and void in so far as it lays down or authorises discriminatory conditions in respect of workers who are nationals of the other Member States.”

The written limit: the language required by the nature of the job

The protections against discriminatory conditions do not apply to linguistic knowledge required by reason of the nature of the post to be filled. A genuine language requirement, tied to the post, is allowed; the pretext language is not.

“provisions laid down by law, regulation or administrative action or administrative practices of a Member State shall not apply: (a) where they limit application for and offers of employment, or the right of foreign nationals to take up and pursue employment or subject these to conditions not applicable in respect of their own nationals; […] The first subparagraph shall not apply to conditions relating to linguistic knowledge required by reason of the nature of the post to be filled. […] prescribe a special recruitment procedure for foreign nationals;”

A national equality body to back you

In case of discrimination you can turn to a national equality body: information, help with a complaint, and sometimes, with your approval, action before the competent courts.

“If you believe that you have been discriminated against, you can bring your case to a national equality body […] Some may simply provide you with useful information regarding your situation, while others can help you make a complaint. They may even, with your approval, take your case to the competent courts.”

A stay of under three months on the identity card alone

Up to three months, residence in another Member State knows no condition or formality other than holding a valid identity card or passport. No permit, no visa, no statute to apply for, for the jobber as for the trainee.

“Union citizens shall have the right of residence on the territory of another Member State for a period of up to three months without any conditions or any formalities other than the requirement to hold a valid identity card or passport.”

Reporting presence, a bounded formality where it exists

Some countries require presence to be reported to the relevant authorities, often the town hall or the local police, within a reasonable period. The identity document is all you need, the procedure should be free, and in a hotel a reception form usually settles everything.

“All you need to report your presence as EU national is your identity card or passport […] You should not have to pay any fees. If you are staying in a hotel, it is usually enough to fill in a special form - the hotel will take care of the rest.”

A forgotten report risks a penalty, never expulsion

You cannot be expelled for failing to report your presence; some countries may however charge you a fine. The official page writes “a penalty, such as a fine”: that is an example, not a ceiling. What it does rule out, it rules out plainly: expulsion.

“Some EU countries require you to report your presence to the relevant authorities (often the town hall or local police station) within a reasonable period of time after arrival and may impose a penalty, such as a fine if you fail to do so. […] In some EU countries, failure to report your presence might result in a fine, but you cannot be expelled just for this.”

A summer job without a work permit, generally

An EU citizen generally does not need a work permit to work in the EU. The official page's “generally” covers rare special regimes, not two months of waiting tables.

“As an EU national you generally don't need a work permit to work anywhere in the EU. Work permits are never required for self-employed people in the EU.”

Same pay scale, same advantages as the country's seasonal workers

A worker from another Member State cannot be treated differently by reason of nationality for conditions of employment and work, remuneration first, and enjoys the same social and tax advantages. The “foreigners scale” has no legal existence.

“1. A worker who is a national of a Member State may not, in the territory of another Member State, be treated differently from national workers by reason of his nationality in respect of any conditions of employment and work, in particular as regards remuneration, dismissal, and, should he become unemployed, reinstatement or re-employment. 2. He shall enjoy the same social and tax advantages as national workers.”

The same assistance from the employment office as the country's nationals

Whoever seeks employment in another Member State receives there the same assistance as that afforded by that State's employment offices to their own nationals. Registration, offers and support included.

“A national of a Member State who seeks employment in the territory of another Member State shall receive the same assistance there as that afforded by the employment offices in that State to their own nationals seeking employment.”

The written limit: income support can wait out the first three months

The host country may withhold entitlement to income support or other benefits for the first three months of residence, the official example being the seasonal worker who applies after a month's work, and even longer for someone arriving as a jobseeker.

“you must also be treated in exactly the same way as your local colleagues who are citizens of the country when it comes to working rights, social benefits and access to public employment services. […] However, your host country may decide to withhold your entitlement to income support […] for the first 3 months of your residence (for example if you came as a seasonal worker, worked 1 month and then applied for income support), and for even longer if you arrive in the country as a job-seeker.”

Two regimes never to be confused: working and studying

The recognition of professional qualifications serves to work in another country of the Union; it does not apply to the steps for going there to study. The same word “diploma” covers two procedures, two counters and two calendars.

“This section is about getting your professional qualifications recognised to work in another EU country. It doesn't apply if you want to study in another EU country.”

Once recognised, you practise under the same conditions as nationals

The recognition of professional qualifications by the host Member State allows you to gain access to the same profession as the one you are qualified for in the home Member State, and to pursue it there under the same conditions as its nationals.

“1. The recognition of professional qualifications by the host Member State shall allow beneficiaries to gain access in that Member State to the same profession as that for which they are qualified in the home Member State and to pursue it in the host Member State under the same conditions as its nationals.”

Automatic recognition for the sectoral professions

Doctor, nurse responsible for general care, dental practitioner, veterinary surgeon, pharmacist, architect, and the midwife in a neighbouring paragraph: for those qualifications meeting the minimum training conditions, each Member State gives them the same effect as the qualifications it itself issues. The proof gets filed, the permission gets waited for.

“Each Member State shall recognise evidence of formal qualifications as doctor giving access to the professional activities of doctor with basic training and specialised doctor, as nurse responsible for general care, as dental practitioner, as specialised dental practitioner, as veterinary surgeon, as pharmacist and as architect, […] and shall, for the purposes of access to and pursuit of the professional activities, give such evidence the same effect on its territory as the evidence of formal qualifications which it itself issues.”

Written deadlines: receipt acknowledged within one month, a decision within three months

Once the documents arrive, the competent authorities have to acknowledge receipt within one month, may ask for additional documents, and have to take a decision within three months of receiving the certification papers.

“Once the relevant national authorities receive your documents, they: have to acknowledge receipt within 1 month may ask you for additional documents have to take a decision within 3 months of receiving your certification papers.”

Non-regulated profession: no permission to request

If your profession is not regulated in the host country, you have no permission to request and no administrative procedure to start, and you practise it under the same conditions as the nationals of that country. Just check that it is not considered part of another regulated profession.

“You don't need to request permission or start any administrative procedure. You can practise your profession in your new EU country under the same conditions as the nationals of that country. […] Your profession may not be regulated as such but be considered part of another regulated profession.”

The study diploma: no automatic recognition at European level

There is no automatic EU-wide recognition of academic diplomas: education systems remain the responsibility of the national authorities, which set the rules for recognising foreign qualifications. You check early, country by country.

“There is no automatic EU-wide recognition of academic diplomas. […] Individual governments of EU countries remain responsible for their education systems and are free to apply their own rules, including whether or not to recognise academic qualifications obtained elsewhere.”

The statement of comparability, the tool of the academic side

In most cases, a statement of comparability assesses your degree against the system of the host country, via the ENIC/NARIC centre, which evaluates it or transfers it to the competent authority. To check beforehand: the cost, the duration, the type of document and the means of appeal in case of disagreement.

“In most cases, you can obtain a "statement of comparability" of your university degree, stating how it compares to the diplomas delivered in the EU country you are moving to. […] the ENIC/NARIC centre will either evaluate them itself, or transfer them to the competent authority. […] how much the service will cost (if there is a fee) how long the assessment will take – it could be several weeks to several months depending on the country, the purpose, and the complexity of your file […] what you can do if you disagree with the assessment (how to appeal)”