Every source cited

Article 18(1) · Directive 2011/83/EU (consumer rights), Article 18 (Delivery), paragraph 1

“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.”

Article 18(2), first subparagraph · Directive 2011/83/EU (consumer rights), Article 18 (Delivery), paragraph 2, first subparagraph

“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.”

Article 18(2), second subparagraph · Directive 2011/83/EU (consumer rights), Article 18 (Delivery), paragraph 2, second subparagraph

“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.”

Article 18(3) · Directive 2011/83/EU (consumer rights), Article 18 (Delivery), paragraph 3

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

Article 20 · Directive 2011/83/EU (consumer rights), Article 20 (Passing of risk)

“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.”

Section “Damaged goods” · Shipping and delivery: damaged goods

“The trader is responsible for any damage to your goods from the time they are dispatched until you receive them.”

Section “Missing delivery” · Shipping and delivery: missing delivery

“If you don't receive your goods within 30 days, or within the agreed time, you should remind the trader giving them an additional, reasonable time limit to deliver.”

Section “Missing delivery” · Shipping and delivery: terminating the contract

“If the trader still doesn't deliver within the extended deadline then you're entitled to terminate your contract and be reimbursed as soon as possible.”

Section “Delivery costs” · Shipping and delivery: additional costs and pre-ticked boxes

“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.”

Article 10(1) · Directive (EU) 2019/771 (sale of goods), Article 10 (Liability of the seller), paragraph 1

“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.”

Article 11(1) and (2) · Directive (EU) 2019/771 (sale of goods), Article 11 (Burden of proof), paragraphs 1 and 2

“1. Any lack of conformity which becomes apparent within one year of the time when the goods were delivered shall be presumed to have existed at the time when the goods were delivered, unless proved otherwise or unless this presumption is incompatible with the nature of the goods or with the nature of the lack of conformity. […] 2. Instead of the one-year period laid down in paragraph 1, Member States may maintain or introduce a period of two years from the time when the goods were delivered.”

Article 13(1) and (2) · Directive (EU) 2019/771 (sale of goods), Article 13 (Remedies for lack of conformity), paragraphs 1 and 2

“1. In the event of a lack of conformity, the consumer shall be entitled to have the goods brought into conformity or to receive a proportionate reduction in the price, or to terminate the contract, under the conditions set out in this Article. 2. In order to have the goods brought into conformity, the consumer may choose between repair and replacement, unless the remedy chosen would be impossible or, compared to the other remedy, would impose costs on the seller that would be disproportionate, taking into account all circumstances”

Article 13(4) · Directive (EU) 2019/771 (sale of goods), Article 13 (Remedies for lack of conformity), paragraph 4

“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.”

Article 13(5) · Directive (EU) 2019/771 (sale of goods), Article 13 (Remedies for lack of conformity), paragraph 5

“5. The consumer shall not be entitled to terminate the contract if the lack of conformity is only minor. The burden of proof with regard to whether the lack of conformity is minor shall be on the seller.”

Section “Legal guarantee” · Guarantees: the legal guarantee, free repair or replacement

“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.”

Section “Legal guarantee” · Guarantees: the minimum two-year guarantee

“You always have the right to a minimum 2-year guarantee from the moment you received the goods. However, national rules in your country may give you extra protection.”

Section “Legal guarantee” · Guarantees: the reversed burden of proof, one year, two in some countries

“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.”

Section “Commercial guarantees” · Guarantees: a commercial guarantee can never reduce the legal one

“Shops or producers might offer you an additional commercial guarantee (also known as a "warranty"). This can give you better protection but can never exclude or reduce your rights under the minimum 2-year guarantee.”

Page “Commercial guarantee of durability” · Commercial guarantee of durability: the legal guarantee applies independently

“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.”

Section “Second-hand goods” · Guarantees: second-hand goods

“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.”

Section “Where to get help” · Guarantees: where to get help

“If you have a problem with cancelling a contract or getting a repair or refund in another EU country, the European Consumer Centre in your country can help.”

Article 9(1) · Directive 2011/83/EU (consumer rights), Article 9 (Right of withdrawal), paragraph 1

“1. Save where the exceptions provided for in Article 16 apply, the consumer shall have a period of 14 days to withdraw from a distance or off-premises contract, without giving any reason, and without incurring any costs other than those provided for in Article 13(2) and Article 14.”

Article 9(2), point (b) · Directive 2011/83/EU (consumer rights), Article 9 (Right of withdrawal), paragraph 2, point (b)

“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”

Article 10(1) · Directive 2011/83/EU (consumer rights), Article 10 (Omission of information on the right of withdrawal), paragraph 1

“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).”

Article 11(1) and (4) · Directive 2011/83/EU (consumer rights), Article 11 (Exercise of the right of withdrawal), paragraphs 1 and 4

“1. Before the expiry of the withdrawal period, the consumer shall inform the trader of his decision to withdraw from the contract. For this purpose, the consumer may either: (a) use the model withdrawal form as set out in Annex I(B); or (b) make any other unequivocal statement setting out his decision to withdraw from the contract. […] 4. The burden of proof of exercising the right of withdrawal in accordance with this Article shall be on the consumer.”

Article 13(1) · Directive 2011/83/EU (consumer rights), Article 13 (Obligations of the trader in the event of withdrawal), paragraph 1

“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.”

Article 13(2) · Directive 2011/83/EU (consumer rights), Article 13, paragraph 2

“2. Notwithstanding paragraph 1, the trader shall not be required to reimburse the supplementary costs, if the consumer has expressly opted for a type of delivery other than the least expensive type of standard delivery offered by the trader.”

Article 13(3) · Directive 2011/83/EU (consumer rights), Article 13, paragraph 3

“3. Unless the trader has offered to collect the goods himself, with regard to sales contracts, the trader may withhold the reimbursement until he has received the goods back, or until the consumer has supplied evidence of having sent back the goods, whichever is the earliest.”

Article 14(1) · Directive 2011/83/EU (consumer rights), Article 14 (Obligations of the consumer in the event of withdrawal), paragraph 1

“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.”

Article 14(2) · Directive 2011/83/EU (consumer rights), Article 14, paragraph 2

“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.”

Article 16, first subparagraph and point (c) · Directive 2011/83/EU (consumer rights), Article 16 (Exceptions from the right of withdrawal), first subparagraph and point (c)

“Member States shall not provide for the right of withdrawal set out in Articles 9 to 15 in respect of distance and off-premises contracts as regards the following: […] (c) the supply of goods made to the consumer's specifications or clearly personalised;”

Article 25 · Directive 2011/83/EU (consumer rights), Article 25 (Imperative nature of the Directive)

“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.”

Section “Right of withdrawal: a 14-day cooling-off period” · Returns: the 14-day cooling-off period

“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.”

Section “Cost of returning goods within the cooling-off period” · Returns: cost of returning goods

“If you decide to return the product within the 14-day cooling period, you are responsible for the costs of postage and packaging. The only exceptions: if the seller offers to pay, or if the seller fails to inform you about those costs before you buy.”

Section “Exceptions” · Returns: the exceptions to the cooling-off period

“Please note: the 14-day cooling-off period does not apply to: plane and train tickets, as well as concert tickets, hotel bookings, car rental reservations and catering services for specific dates perishable goods that expire rapidly, such as food or drinks with a short “use by” date”

Section “Exceptions” · Returns: goods bought from a private individual

“Goods bought from a private individual are not covered by the right of withdrawal. So, pay special attention to the status of the seller (professional or private) when shopping on online marketplaces.”

Article 3(1) · Directive 93/13/EEC (unfair contract terms), Article 3, paragraph 1

“1. A contractual term which has not been individually negotiated shall be regarded as unfair if, contrary to the requirement of good faith, it causes a significant imbalance in the parties' rights and obligations arising under the contract, to the detriment of the consumer.”

Article 3(2) · Directive 93/13/EEC (unfair contract terms), Article 3, paragraph 2

“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.”

Article 3(3) · Directive 93/13/EEC (unfair contract terms), Article 3, paragraph 3

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

Article 5 · Directive 93/13/EEC (unfair contract terms), Article 5

“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.”

Article 6(1) · Directive 93/13/EEC (unfair contract terms), Article 6, paragraph 1

“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.”

Article 7(1) · Directive 93/13/EEC (unfair contract terms), Article 7, paragraph 1

“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.”

Annex, point 1(h) · Directive 93/13/EEC (unfair contract terms), Annex (terms referred to in Article 3(3)), point 1(h)

“1. Terms which have the object or effect of: […] (h) automatically extending a contract of fixed duration where the consumer does not indicate otherwise, when the deadline fixed for the consumer to express this desire not to extend the contract is unreasonably early;”

Annex, point 1(i) · Directive 93/13/EEC (unfair contract terms), Annex, point 1(i)

“(i) irrevocably binding the consumer to terms with which he had no real opportunity of becoming acquainted before the conclusion of the contract;”

Annex, point 1(l) · Directive 93/13/EEC (unfair contract terms), Annex, point 1(l)

“(l) providing for the price of goods to be determined at the time of delivery or allowing a seller of goods or supplier of services to increase their price without in both cases giving the consumer the corresponding right to cancel the contract if the final price is too high in relation to the price agreed when the contract was concluded;”

Annex, point 1(m) · Directive 93/13/EEC (unfair contract terms), Annex, point 1(m)

“(m) giving the seller or supplier the right to determine whether the goods or services supplied are in conformity with the contract, or giving him the exclusive right to interpret any term of the contract;”

Article 6(1), point (o), and Article 6(9) · Directive 2011/83/EU (consumer rights), Article 6 (Information requirements for distance contracts), paragraph 1, point (o), and paragraph 9

“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.”

Article 6(5) · Directive 2011/83/EU (consumer rights), Article 6, paragraph 5

“5. The information referred to in paragraph 1 shall form an integral part of the distance or off-premises contract and shall not be altered unless the contracting parties expressly agree otherwise.”

Opening of the page “Unfair contract terms” · Unfair contract terms: the fairness principle

“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.”

Section “8. Automatic extensions of fixed duration contracts” · Unfair contract terms: automatic extensions

“8. Automatic extensions of fixed duration contracts Terms whereby a consumer has to notify an intention to end such contracts but where the deadline for doing so is unreasonably early.”

Section “If you find unfair terms in your contract” · Unfair contract terms: the rest of the contract remains valid

“Contract terms that are unfair under EU law have no legal or binding force on consumers. As long as the unfair term is not an essential element of the contract, the rest of your contract (but not the unfair term) remains valid.”

Warning of the section “If you find unfair terms in your contract” · Unfair contract terms: where to seek advice

“If you feel that particular contract terms are unfair, you can seek advice from: National consumer associations - for advice on problems in the country where you live European Consumer Centres Network (ECC-Net) - for help with cross-border disputes”

Article 5(1)(b) · Regulation (EC) No 261/2004, Article 5 (Cancellation), paragraph 1(b)

“[…] in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, the assistance specified in Article 9(1)(b) and 9(1)(c)”

Article 5(1)(c) · Regulation (EC) No 261/2004, Article 5 (Cancellation), paragraph 1(c)

“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.”

Article 5(3) · Regulation (EC) No 261/2004, Article 5 (Cancellation), paragraph 3

“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.”

Article 5(4) · Regulation (EC) No 261/2004, Article 5 (Cancellation), paragraph 4

“The burden of proof concerning the questions as to whether and when the passenger has been informed of the cancellation of the flight shall rest with the operating air carrier.”

Article 7(1) · Regulation (EC) No 261/2004, Article 7 (Right to compensation), paragraph 1

“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.”

Article 7(2) · Regulation (EC) No 261/2004, Article 7 (Right to compensation), paragraph 2

“When passengers are offered re-routing to their final destination on an alternative flight pursuant to Article 8, the arrival time of which does not exceed the scheduled arrival time of the flight originally booked […] (b) by three hours, in respect of all intra-Community flights of more than 1500 kilometres and for all other flights between 1500 and 3500 kilometres […] the operating air carrier may reduce the compensation provided for in paragraph 1 by 50 %.”

Article 7(3) · Regulation (EC) No 261/2004, Article 7 (Right to compensation), paragraph 3

“The compensation referred to in paragraph 1 shall be paid in cash, by electronic bank transfer, bank orders or bank cheques or, with the signed agreement of the passenger, in travel vouchers and/or other services.”

Article 8(1) · Regulation (EC) No 261/2004, Article 8 (Right to reimbursement or re-routing), paragraph 1

“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.”

Article 9(1) · Regulation (EC) No 261/2004, Article 9 (Right to care), paragraph 1

“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).”

Article 14(2) · Regulation (EC) No 261/2004, Article 14 (Obligation to inform passengers of their rights), paragraph 2

“An operating air carrier denying boarding or cancelling a flight shall provide each passenger affected with a written notice setting out the rules for compensation and assistance in line with this Regulation. […] The contact details of the national designated body referred to in Article 16 shall also be given to the passenger in written form.”

Article 15(1) · Regulation (EC) No 261/2004, Article 15 (Exclusion of waiver), paragraph 1

“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.”

Article 16(2) · Regulation (EC) No 261/2004, Article 16 (Infringements), paragraph 2

“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 […]”

Section on reimbursement, re-routing or rebooking in the event of cancellation · Air passenger rights: cancelled flight

“As soon as you have chosen one of these three options, you no longer have rights in relation to the other two options. However, the airline carrier may still have to provide compensation”

Section on assistance in the event of cancellation · Air passenger rights: assistance in the event of cancellation

“If assistance is not offered and you paid for any of the above items out of your own pocket, the airline should reimburse you, provided the expenses were necessary, reasonable and appropriate. You should keep all receipts for this purpose.”

Section on extraordinary circumstances · Air passenger rights: extraordinary circumstances

“Situations which are not considered as extraordinary circumstances include: most technical problems which come to light during aircraft maintenance or are caused by failure to maintain an aircraft […] strikes by air carrier staff (internal strike action)”

Section on claiming your rights · Air passenger rights: claiming your rights

“However you should always send your complaint to the airline first. […] If you don't receive a reply from the airline within 2 months or if you are not satisfied with the reply, you can lodge a complaint with the relevant national authority in the country where the incident took place, within a reasonable timeframe. The national authority should provide you with a non-binding legal opinion on how to proceed with your claim.”

Article 6(1)(a) and (i) · Regulation (EC) No 261/2004, Article 6 (Delay), paragraph 1(a) and (i)

“When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure: (a) for two hours or more in the case of flights of 1500 kilometres or less; or (b) for three hours or more in the case of all intra-Community flights of more than 1500 kilometres and of all other flights between 1500 and 3500 kilometres; or (c) for four hours or more in the case of all flights not falling under (a) or (b), passengers shall be offered by the operating air carrier: (i) the assistance specified in Article 9(1)(a) and 9(2)”

Article 6(1)(ii) · Regulation (EC) No 261/2004, Article 6 (Delay), paragraph 1(ii)

“(ii) when the reasonably expected time of departure is at least the day after the time of departure previously announced, the assistance specified in Article 9(1)(b) and 9(1)(c)”

Article 6(1)(iii) · Regulation (EC) No 261/2004, Article 6 (Delay), paragraph 1(iii)

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

Article 7(1) · Regulation (EC) No 261/2004, Article 7 (Right to compensation), paragraph 1

“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).”

Article 8(1)(a) · Regulation (EC) No 261/2004, Article 8 (Right to reimbursement or re-routing), paragraph 1(a)

“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, for the part or parts of the journey not made”

Article 9(1) · Regulation (EC) No 261/2004, Article 9 (Right to care), paragraph 1

“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).”

Article 9(2) · Regulation (EC) No 261/2004, Article 9 (Right to care), paragraph 2

“In addition, passengers shall be offered free of charge two telephone calls, telex or fax messages, or e-mails.”

Article 15(1) · Regulation (EC) No 261/2004, Article 15 (Exclusion of waiver), paragraph 1

“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.”

Article 16(2) · Regulation (EC) No 261/2004, Article 16 (Infringements), paragraph 2

“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 […]”

Section on delay · Air passenger rights: delayed flight

“If your flight is delayed at departure, you have the right to assistance, to reimbursement and a return flight, depending on the duration of the delay and the distance of the flight.”

Section on delay, compensation and burden of proof · Air passenger rights: compensation for delay on arrival

“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.”

Section on compensation for delay on arrival · Air passenger rights: arrival at a different airport

“If you accept a flight to a different airport from the one in the original booking and it arrives late, you're entitled to compensation. The time of arrival used for calculating the delay is the time of arrival at the airport mentioned in the original booking or the destination agreed upon with the airline.”

Section on compensation for delay on arrival · Air passenger rights: what opens no compensation

“You are not entitled to compensation if you miss connecting flights due to delays at security checks or if you did not respect the boarding time of your flight at the airport of transfer.”

Section on claiming your rights · Air passenger rights: claiming your rights

“However you should always send your complaint to the airline first. […] If you don't receive a reply from the airline within 2 months or if you are not satisfied with the reply, you can lodge a complaint with the relevant national authority in the country where the incident took place, within a reasonable timeframe.”

Article 3(1) · Regulation (EC) No 2027/97 (air carrier liability), as amended by Regulation (EC) No 889/2002, Article 3, paragraph 1

“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.”

Article 6(1) · Regulation (EC) No 2027/97, as amended by Regulation (EC) No 889/2002, Article 6, paragraph 1

“All air carriers shall, when selling carriage by air in the Community, ensure that a summary of the main provisions governing liability for passengers and their baggage, including deadlines for filing an action for compensation and the possibility of making a special declaration for baggage, is made available to passengers at all points of sale, including sale by telephone and via the Internet.”

Annex, section “Complaints on baggage” · Regulation (EC) No 2027/97 as amended, Annex (information notice), section “Complaints on baggage”

“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.”

Annex, section “Baggage delays” · Regulation (EC) No 2027/97 as amended, Annex (information notice), section “Baggage delays”

“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.”

Annex, section “Destruction, loss or damage to baggage” · Regulation (EC) No 2027/97 as amended, Annex (information notice), section “Destruction, loss or damage to baggage”

“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.”

Annex, section “Higher limits for baggage” · Regulation (EC) No 2027/97 as amended, Annex (information notice), section “Higher limits for baggage”

“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.”

Annex, section “Liability of contracting and actual carriers” · Regulation (EC) No 2027/97 as amended, Annex (information notice), section “Liability of contracting and actual carriers”

“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.”

Annex, section “Time limit for action” · Regulation (EC) No 2027/97 as amended, Annex (information notice), section “Time limit for action”

“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.”

Section “How to complain” · Air passenger rights: how to complain about luggage

“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.”

Section “Claim your rights” · Air passenger rights: help from the European Consumer Centre

“You can also consult your local European Consumer Centre for help and advice on problems related to air passenger rights.”

Article 18(1) · Regulation (EU) 2021/782, Article 18 (Reimbursement and re-routing), paragraph 1

“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.”

Article 18(3), second subparagraph · Regulation (EU) 2021/782, Article 18 (Reimbursement and re-routing), paragraph 3

“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.”

Article 18(5) · Regulation (EU) 2021/782, Article 18 (Reimbursement and re-routing), paragraph 5

“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.”

Article 19(1) · Regulation (EU) 2021/782, Article 19 (Compensation), paragraph 1

“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.”

Article 19(3) · Regulation (EU) 2021/782, Article 19 (Compensation), paragraph 3

“Without prejudice to paragraph 2, compensation for delay shall be calculated in relation to the full price which the passenger actually paid for the delayed service.”

Article 19(7) · Regulation (EU) 2021/782, Article 19 (Compensation), paragraph 7

“The compensation of the ticket price shall be paid within one month after the submission of the request for compensation. The compensation may be paid in vouchers and/or other services if the terms are flexible, in particular regarding the validity period and destination. The compensation shall be paid in money at the request of the passenger.”

Article 19(10) · Regulation (EU) 2021/782, Article 19 (Compensation), paragraph 10

“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.”

Article 20(2) · Regulation (EU) 2021/782, Article 20 (Assistance), paragraph 2

“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.”

Section “Your train was cancelled” · Rail passenger rights: your train was cancelled

“If you are delayed due to a cancelled train, meaning you would arrive at your final destination with a delay of more than 60 minutes, you have the right to choose between: a refund of your ticket within 30 days […] continuing or re-routing your journey under comparable conditions to reach your final destination at the earliest opportunity, at no additional cost”

Section “Assistance and alternative travel arrangements” · Rail passenger rights: re-routing after a hundred minutes

“However, if the railway company does not inform you of the available re-routing options within 100 minutes of the scheduled departure of the cancelled train, you are entitled to make your own alternative travel arrangements without the agreement of the railway company with other public transport services i.e. rail, coach or bus. The railway company must then reimburse the necessary, appropriate and reasonable costs that you incurred making these alternative arrangements.”

Section “Compensation – cancellation” · Rail passenger rights: the cases where no compensation is due

“You will not receive compensation if: you were informed of a delay caused by a train cancellation before you bought your ticket the delay - due to continuing your journey with a different service or re-routing is less than 1 hour you opted for a refund of your ticket”

Section “Extraordinary circumstances - cancellation” · Rail passenger rights: staff strikes are not extraordinary circumstances

“In these situations you are not entitled to compensation, however, your other rights, i.e. the reimbursement of your ticket or re-routing and assistance, continue to apply. Note that strikes by rail company staff are not considered as extraordinary circumstances.”

Section “How to claim your rights?” · Rail passenger rights: how to claim your rights

“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.”

“Warning” box · Rail passenger rights: the services countries may exempt

“EU countries can decide to exempt some rail services. These exceptions may apply to urban, suburban, regional, long-distance domestic trains and trains which are operated strictly for historical or touristic purposes. […] EU countries cannot however exempt cross-border international rail journeys between EU countries. Always check before you book your rail trip.”

Article 17(1) · Regulation (EU) 2016/679, Article 17 (Right to erasure, 'right to be forgotten'), paragraph 1

“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;”

Article 17(3) · Regulation (EU) 2016/679, Article 17 (Right to erasure), paragraph 3

“3. Paragraphs 1 and 2 shall not apply to the extent that processing is necessary: (a) for exercising the right of freedom of expression and information; (b) for compliance with a legal obligation which requires processing by Union or Member State law to which the controller is subject […] (e) for the establishment, exercise or defence of legal claims.”

Article 12(3) · Regulation (EU) 2016/679, Article 12 (Modalities for the exercise of the rights), paragraph 3

“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.”

Article 12(4) · Regulation (EU) 2016/679, Article 12 (Modalities for the exercise of the rights), paragraph 4

“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.”

Article 12(5) · Regulation (EU) 2016/679, Article 12 (Modalities for the exercise of the rights), paragraph 5

“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.”

Article 12(6) · Regulation (EU) 2016/679, Article 12 (Modalities for the exercise of the rights), paragraph 6

“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.”

Article 15(1) and (3) · Regulation (EU) 2016/679, Article 15 (Right of access by the data subject), paragraphs 1 and 3

“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.”

Article 19 in full · Regulation (EU) 2016/679, Article 19 (Notification obligation regarding erasure of personal data)

“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.”

Article 77(1) and (2) · Regulation (EU) 2016/679, Article 77 (Right to lodge a complaint with a supervisory authority)

“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.”

Article 79(2) · Regulation (EU) 2016/679, Article 79 (Right to an effective judicial remedy against a controller)

“2. Proceedings against a controller or a processor shall be brought before the courts of the Member State where the controller or processor has an establishment. Alternatively, such proceedings may be brought before the courts of the Member State where the data subject has his or her habitual residence, unless the controller or processor is a public authority of a Member State acting in the exercise of its public powers.”

Section “Deleting your personal data” · Data protection: deleting your personal data (the right to be forgotten)

“If your personal data is no longer needed or is being used unlawfully then you can ask for your data to be erased. This is known as "the right to be forgotten".”

Section “Deleting your personal data” · Data protection: the other websites the data was shared with

“These rules also apply to search engines […] as they're also considered to be data controllers. […] If a company has made your personal data available online and you ask for them to be deleted, the company also has to inform any other websites where they've been shared that you've asked for your data and links to them to be deleted.”

Section “Access to your personal data” · Data protection: access to your personal data

“You can request access to the personal data a company or organisation has about you, and you have the right to get a copy of your data, free of charge, in an accessible format. They should reply to you within 1 month and have to give you a copy of your personal data and any relevant information about how the data has been used, or is being used.”

Section “Making a complaint” · Data protection: making a complaint

“If you think your data protection rights have not been respected, you can make a complaint directly to your national data protection authority which will investigate your complaint and give you a response within 3 months. […] to file a case directly in court against the company or organisation concerned instead of first going to your national data protection authority. You may be entitled to compensation if you suffer material damage, such as financial loss, or non-material damage, such as psychological distress, due to a company or organisation not respecting EU data protection rules.”

Article 4(12) · Regulation (EU) 2016/679, Article 4 (Definitions), point 12

“‘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;”

Article 33(1) · Regulation (EU) 2016/679, Article 33 (Notification of a personal data breach to the supervisory authority), paragraph 1

“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.”

Article 33(3) · Regulation (EU) 2016/679, Article 33 (Notification to the supervisory authority), paragraph 3, points (b) to (d)

“3. The notification referred to in paragraph 1 shall at least: […] (b) communicate the name and contact details of the data protection officer or other contact point where more information can be obtained; (c) describe the likely consequences of the personal data breach; (d) describe the measures taken or proposed to be taken by the controller to address the personal data breach, including, where appropriate, measures to mitigate its possible adverse effects.”

Article 34(1) · Regulation (EU) 2016/679, Article 34 (Communication of a personal data breach to the data subject), paragraph 1

“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.”

Article 34(2) · Regulation (EU) 2016/679, Article 34 (Communication to the data subject), paragraph 2

“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).”

Article 34(3) · Regulation (EU) 2016/679, Article 34 (Communication to the data subject), paragraph 3, points (a) and (c)

“3. The communication to the data subject referred to in paragraph 1 shall not be required if any of the following conditions are met: (a) the controller has implemented appropriate technical and organisational protection measures, and those measures were applied to the personal data affected by the personal data breach, in particular those that render the personal data unintelligible to any person who is not authorised to access it, such as encryption; […] (c) it would involve disproportionate effort. In such a case, there shall instead be a public communication or similar measure whereby the data subjects are informed in an equally effective manner.”

Article 34(4) · Regulation (EU) 2016/679, Article 34 (Communication to the data subject), paragraph 4

“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.”

Article 77(1) and (2) · Regulation (EU) 2016/679, Article 77 (Right to lodge a complaint with a supervisory authority)

“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.”

Section “Unauthorised access to your data” · Data protection: unauthorised access to your data (data breach)

“If your personal information is stolen, lost or illegally accessed […] the data controller (the person or body handling your personal data) must report it to the national data protection authority. The data controller must also inform you directly if there are serious risks related to your personal data or privacy due to the breach.”

Section “Making a complaint” · Data protection: making a complaint

“If you think your data protection rights have not been respected, you can make a complaint directly to your national data protection authority which will investigate your complaint and give you a response within 3 months.”

Article 21(2) · Regulation (EU) 2016/679, Article 21 (Right to object), paragraph 2

“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.”

Article 21(3) · Regulation (EU) 2016/679, Article 21 (Right to object), paragraph 3

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

Article 21(4) · Regulation (EU) 2016/679, Article 21 (Right to object), paragraph 4

“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.”

Article 21(5) · Regulation (EU) 2016/679, Article 21 (Right to object), paragraph 5

“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.”

Article 12(3) · Regulation (EU) 2016/679, Article 12 (Modalities for the exercise of the rights), paragraph 3

“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.”

Article 77(1) · Regulation (EU) 2016/679, Article 77 (Right to lodge a complaint with a supervisory authority)

“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.”

Section “Withdrawing consent and the right to object” · Data protection: direct marketing and the right to object to it

“For direct marketing emails that promote particular brands or products, your prior consent is required. However, if you are an existing customer of a particular company, they can send you direct marketing emails about their own similar products or services. You have the right to object at any time to receiving such direct marketing […]”

Section “Withdrawing consent and the right to object” · Data protection: information about the right to object at first contact

“In all cases, you should always be given information about the right to object to the use of your personal data the first time that the company or organisation contacts you.”

Section “Making a complaint” · Data protection: making a complaint

“If you think your data protection rights have not been respected, you can make a complaint directly to your national data protection authority which will investigate your complaint and give you a response within 3 months.”

Article 4(11) · Regulation (EU) 2016/679, Article 4 (Definitions), point 11

“‘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;”

Article 7(1) · Regulation (EU) 2016/679, Article 7 (Conditions for consent), paragraph 1

“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.”

Article 7(2) · Regulation (EU) 2016/679, Article 7 (Conditions for consent), paragraph 2

“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.”

Article 7(3) · Regulation (EU) 2016/679, Article 7 (Conditions for consent), paragraph 3

“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.”

Article 7(4) · Regulation (EU) 2016/679, Article 7 (Conditions for consent), paragraph 4

“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.”

Article 77(1) · Regulation (EU) 2016/679, Article 77 (Right to lodge a complaint with a supervisory authority)

“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.”

Section “No consent, no data processing” · Data protection: expressly signalling your agreement

“When a company or organisation asks for your consent, you have to make a clear action agreeing to this, for example by signing a consent form or selecting 'yes' from a clear yes/no option on a webpage.”

Section “No consent, no data processing” · Data protection: opting out is not enough, you must expressly opt in

“It is not enough to simply opt out, for example by checking a box saying you don't want to receive marketing emails. You have to opt in and agree to your personal data being stored and/or re-used for this purpose.”

Section “No consent, no data processing” · Data protection: the information owed before agreement

“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.”

Section “Withdrawing consent and the right to object” · Data protection: withdrawing your permission at any time

“If you previously gave your consent for a company or organisation to use your personal data, you can contact the data controller (the person or body handling your personal data) and withdraw your permission at any time. Once you've withdrawn your permission, the company or organisation can no longer use your personal data.”

Section “Making a complaint” · Data protection: making a complaint

“If you think your data protection rights have not been respected, you can make a complaint directly to your national data protection authority which will investigate your complaint and give you a response within 3 months.”

Article 4(1) · Regulation (EU) 2022/612, Article 4 (Provision of regulated retail roaming services), paragraph 1

“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.”

Article 5(1) · Regulation (EU) 2022/612, Article 5 (Fair use), paragraph 1

“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.”

Article 13(1) · Regulation (EU) 2022/612, Article 13 (Transparency of retail conditions), paragraph 1, first subparagraph

“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.”

Article 13(1), fifth subparagraph · Regulation (EU) 2022/612, Article 13(1), fifth subparagraph (declining the automatic message, having it back)

“On the occasion of each message, customers shall have the opportunity to give notice to the roaming provider, free of charge and in an easy manner, that they do not require the automatic message. Customers who have given notice that they do not require the automatic message shall have the right at any time and free of charge to require the roaming provider to provide the service again.”

Article 14(3) · Regulation (EU) 2022/612, Article 14 (Transparency and safeguard mechanisms for data), paragraph 3

“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.”

Article 14(4) · Regulation (EU) 2022/612, Article 14 (Transparency and safeguard mechanisms for data), paragraph 4

“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.”

Article 14(7) · Regulation (EU) 2022/612, Article 14 (Transparency and safeguard mechanisms for data), paragraph 7

“7. Roaming providers shall take all reasonable steps to protect their customers from paying additional charges for data services for inadvertently connecting to non-terrestrial public mobile networks, such as enabling roaming customers to opt out of connecting to non-terrestrial networks. Where such an opt-out mechanism is offered, the customer shall have the right to opt out from the use of non-terrestrial networks at any time, easily and free of charge, and to request the reinstatement of the connection to such networks.”

Article 17(1) · Regulation (EU) 2022/612, Article 17 (Supervision and enforcement), paragraph 1

“1. National regulatory authorities and, where applicable, other competent authorities shall monitor and supervise compliance with this Regulation within their territory.”

Introductory section of the page · Roaming: using a mobile phone in the EU, the principle

“When you travel outside your home country to another EU country, you don't have to pay any additional charges to use your mobile phone. This is known as "roaming" or "roam like at home".”

Section “What is roaming?” · Roaming: the message received when crossing the border

“Whenever you cross a border within the EU, you should get a text message from your mobile operator informing you that you are roaming, and reminding you of its fair use policy. The text message should inform you about personalised pricing based on your subscription, any services that can generate additional charges, and the emergency contacts for that country.”

Section “Other contracts” · Roaming: specific contracts outside EU rules

“Operators may also offer contracts without roaming services or specifically designed alternative roaming contracts with tariffs which fall outside the scope of EU rules […] You must specifically choose these types of options yourself.”

Section “Can I roam while travelling by ship or plane?” · Roaming: ships, planes and satellite networks

“You should not be charged extra to use your mobile phone when you travel by ship or plane, as long as you are connected to a terrestrial (land-based) mobile network, e.g. in a harbour, on a river, in the airport. But if mobile services are provided via satellite systems, EU rules no longer apply and you will be charged for non-regulated roaming services (no price caps). To avoid extra costs, deactivate roaming on your device or activate flight mode while on board.”

Section “If things go wrong - your consumer rights” · Roaming: the complaint, from the operator to the national authority

“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.”

Article 3(1) · Regulation (EU) 2018/302, Article 3 (Access to online interfaces), paragraph 1

“1. A trader shall not, through the use of technological measures or otherwise, block or limit a customer's access to the trader's online interface for reasons related to the customer's nationality, place of residence or place of establishment.”

Article 3(2) · Regulation (EU) 2018/302, Article 3 (Access to online interfaces), paragraph 2

“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.”

Article 4(1)(a) · Regulation (EU) 2018/302, Article 4 (Access to goods or services), paragraph 1, point (a)

“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;”

Article 4(1)(b) · Regulation (EU) 2018/302, Article 4(1)(b): electronically supplied services, and the protected works exception

“(b) receive electronically supplied services from the trader, other than services the main feature of which is the provision of access to and use of copyright protected works or other protected subject matter, including the selling of copyright protected works or protected subject matter in an intangible form;”

Article 4(2) · Regulation (EU) 2018/302, Article 4 (Access to goods or services), paragraph 2

“2. The prohibition set out in paragraph 1 shall not prevent traders from offering general conditions of access, including net sale prices, which differ between Member States or within a Member State and which are offered to customers on a specific territory or to specific groups of customers on a non-discriminatory basis.”

Article 5(1) · Regulation (EU) 2018/302, Article 5 (Non-discrimination for reasons related to payment), paragraph 1

“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.”

Article 7(1) and (2) · Regulation (EU) 2018/302, Article 7 (Enforcement), paragraphs 1 and 2

“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.”

Article 8 · Regulation (EU) 2018/302, Article 8 (Assistance to consumers)

“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.”

Section “Price discrimination” · Pricing and payments: price discrimination

“As an EU national or resident you can't be charged a higher price when buying products or services in the EU just because of your nationality or country of residence.”

Section “Price discrimination” · Pricing and payments: buying without cross-border delivery

“if you buy goods online without cross-border delivery […] you should have access to the same prices and special offers as buyers living in that EU country. You cannot be charged more or prevented from buying something just because you live in another country.”

Section “Price discrimination” · Pricing and payments: on-premises and electronically supplied services

“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.”

Section “Price discrimination”, warning · Pricing and payments: the warning about copyright protected media

“Copyright protected media, such as films, ebooks and music, are often covered by different licensing agreements in different countries. Therefore you may not always have access to the same products at the same price in all EU countries.”

Section “Automatic redirection on a website” · Pricing and payments: automatic redirection on a website

“Where several versions of a traders' website exist, you cannot be automatically redirected, unless you give your permission. For example, if you live in France and you choose directly to go to a .be website (Belgium), the trader can suggest that you might want to consult the .fr version of their website. However, unless you give your explicit permission for this redirection, you should have access to the .be website you originally selected.”

Article 3(1) · Regulation (EU) 2017/1128, Article 3 (Obligation to enable cross-border portability), paragraph 1

“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.”

Article 3(2) · Regulation (EU) 2017/1128, Article 3(2): no additional charges

“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.”

Article 3(3) · Regulation (EU) 2017/1128, Article 3(3), second subparagraph: no deliberate reduction of quality

“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.”

Article 4 · Regulation (EU) 2017/1128, Article 4 (Localisation of the provision of, access to and use of online content services)

“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.”

Article 5(1) · Regulation (EU) 2017/1128, Article 5 (Verification of the Member State of residence), paragraph 1

“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:”

Article 5(3) · Regulation (EU) 2017/1128, Article 5(3): the necessary information, and the effect of refusing

“3. The provider shall be entitled to request the subscriber to provide the information necessary to determine the subscriber's Member State of residence in accordance with paragraphs 1 and 2. If the subscriber fails to provide that information, and as a result the provider is unable to verify the subscriber's Member State of residence, the provider shall not, on the basis of this Regulation, enable the subscriber to access or use the online content service when the subscriber is temporarily present in a Member State.”

Article 6(1) · Regulation (EU) 2017/1128, Article 6 (Services provided without payment of money), paragraph 1

“1. The provider of an online content service provided without payment of money may decide to enable its subscribers who are temporarily present in a Member State to access and use the online content service on condition that the provider verifies the subscriber's Member State of residence in accordance with this Regulation.”

Article 7(1) · Regulation (EU) 2017/1128, Article 7 (Contractual provisions), paragraph 1

“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.”

Introductory section of the page · Accessing online content abroad: the principle

“When you travel to another EU country, you have the right to access your paid-for online content services in the same way as you would in your home country. […] The same rules apply to all your paid subscriptions for other online content, such as e-books, games, music and sports events.”

Introductory section of the page · Accessing online content abroad: the old contractual restrictions

“If you have a contract with an online content provider which limits your access in other EU countries or if you had to pay extra to access content while abroad, these restrictions no longer apply.”

Section “Accessing free online content abroad” · Accessing online content abroad: free services, an optional regime

“EU rules also cover free subscriptions to online content when you travel to another EU country, but on an optional basis. This means that access to your free online content services when you're abroad depends on your service provider.”

Section “Access to the same content wherever you are” · Accessing online content abroad: content quality

“Your content provider is also not allowed to deliberately reduce the quality of the content you receive while you're abroad. However, you should keep in mind that the quality of your online content will also depend on the network you use to access your content (such as a Wi-Fi connection or 3G/4G network).”

Section “Sample story” · Accessing online content abroad: the sample story published by the official page

“Sarah complained to the provider and they checked her place of residence. They realised that she was still a Belgian resident as her stay abroad was only temporary, and gave her back full access to the music streaming service.”

Article 16(1) · Regulation (EU) 2022/2065 (Digital Services Act), Article 16 (Notice and action mechanisms), paragraph 1

“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.”

Article 16(2) · Regulation (EU) 2022/2065, Article 16(2): the elements of a notice

“(a) a sufficiently substantiated explanation of the reasons why the individual or entity alleges the information in question to be illegal content; (b) a clear indication of the exact electronic location of that information, such as the exact URL or URLs […] (c) the name and email address of the individual or entity submitting the notice […] (d) a statement confirming the bona fide belief of the individual or entity submitting the notice that the information and allegations contained therein are accurate and complete.”

Article 16(3) · Regulation (EU) 2022/2065, Article 16(3): actual knowledge

“3. Notices referred to in this Article shall be considered to give rise to actual knowledge or awareness for the purposes of Article 6 in respect of the specific item of information concerned where they allow a diligent provider of hosting services to identify the illegality of the relevant activity or information without a detailed legal examination.”

Article 16(4) and (5) · Regulation (EU) 2022/2065, Article 16(4) and (5): the acknowledgement of receipt and the notified 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.”

Article 16(6) · Regulation (EU) 2022/2065, Article 16(6): the processing of notices

“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.”

Article 17(1) · Regulation (EU) 2022/2065, Article 17 (Statement of reasons), paragraph 1

“1. Providers of hosting services shall provide a clear and specific statement of reasons to any affected recipients of the service for any of the following restrictions imposed on the ground that the information provided by the recipient of the service is illegal content or incompatible with their terms and conditions:”

Article 20(1) · Regulation (EU) 2022/2065, Article 20 (Internal complaint-handling system), paragraph 1

“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 […]”

Article 20(4) · Regulation (EU) 2022/2065, Article 20(4): the handling of complaints

“4. Providers of online platforms shall handle complaints submitted through their internal complaint-handling system in a timely, non-discriminatory, diligent and non-arbitrary manner.”

Article 20(6) · Regulation (EU) 2022/2065, Article 20(6): qualified human supervision

“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.”

Article 21(1) · Regulation (EU) 2022/2065, Article 21 (Out-of-court dispute settlement), paragraph 1

“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.”

Article 53 · Regulation (EU) 2022/2065, Article 53 (Right to lodge a complaint)

“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.”

Article 19(1) · Regulation (EC) No 883/2004 (coordination of social security systems), Article 19, paragraph 1

“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.”

Article 25(A)(1) · Regulation (EC) No 987/2009 (implementing procedure), Article 25, part A, paragraph 1

“1. For the purposes of the application of Article 19 of the basic Regulation, 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.”

Article 25(B)(4) · Regulation (EC) No 987/2009 (implementing procedure), Article 25, part B, paragraph 4

“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.”

Article 25(B)(5) · Regulation (EC) No 987/2009 (implementing procedure), Article 25, part B, paragraph 5

“If the reimbursement of such costs has not been requested directly from the institution of the place of stay, the costs incurred shall be reimbursed to the person concerned by the competent institution in accordance with the reimbursement rates administered by the institution of the place of stay or the amounts which would have been subject to reimbursement to the institution of the place of stay, if Article 62 of the implementing Regulation had applied in the case concerned.”

Section “European Health Insurance Card (EHIC)” · European Health Insurance Card (EHIC): requesting the card

“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.”

Section “Health cover for temporary stays” · Health cover for temporary stays: the right to treatment

“if you unexpectedly fall ill during a temporary stay in another EU country - whether on holiday, a business trip or studying abroad - you are entitled to any medical treatment that can't wait until you get home. You have the same rights to health care as people insured in the country you are staying in.”

Section “Applying for the European Health Insurance Card (EHIC)” · Health cover for temporary stays: applying for the card

“You should not have to pay anything for your EHIC. You should get it for free from your health insurer before leaving home. […] Some rogue websites ask you to pay to order your European Health Insurance Card with them. Never use these sites”

Section “Restrictions on the use of your European Health Insurance Card” · Health cover for temporary stays: restrictions on the card

“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.”

Section “With the European Health Insurance Card (EHIC)” · Unplanned healthcare: payment and reimbursement with the card

“If the treatment you need is free for local residents, you won't have to pay. If you have to pay for your treatment, you can either ask for reimbursement from the national institution whilst still in the country and get reimbursement directly there, or ask for reimbursement from your health insurer when you get home. Your expenses will be reimbursed according to the rules and rates of the country where the treatment was received. This means that you will either be reimbursed for the full cost of the treatment, or you will have to pay the patient's fee according to the rules of the country where you were treated.”

Article 109(1) · Directive (EU) 2018/1972 (European Electronic Communications Code), Article 109, paragraph 1

“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.”

Article 109(3) · Directive (EU) 2018/1972, Article 109, paragraph 3

“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.”

Article 109(5) · Directive (EU) 2018/1972, Article 109, paragraph 5

“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.”

Article 109(6) · Directive (EU) 2018/1972, Article 109, paragraph 6

“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’.”

Section “112: the single European emergency number” · Emergencies: 112, the single European emergency number

“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.”

Section “112: the single European emergency number” · Emergencies: national numbers and 112

“In some EU countries, national emergency numbers are still in use together with 112. But 112 is the only number you can use to access the emergency services in all EU countries”

Section “116 000: the hotline for missing children” · Emergencies: 116 000, the missing children hotline

“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.”

Article 11(1), first subparagraph · Directive 2011/24/EU (cross-border healthcare), Article 11 (Recognition of prescriptions issued in another Member State), paragraph 1, first subparagraph

“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.”

Article 11(1), second subparagraph · Directive 2011/24/EU, Article 11, paragraph 1, second subparagraph (dispensing, substitution, reimbursement)

“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.”

Article 11(1), third subparagraph · Directive 2011/24/EU, Article 11, paragraph 1, third subparagraph (pharmacist's right of refusal for ethical reasons)

“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.”

Section “Presenting a prescription in another EU country” · Presenting a prescription in another EU country: validity

“A prescription delivered by a doctor in one EU country is valid in all other EU countries. However, a medicine prescribed in one country might not be available or it may have another name.”

Section “Presenting a prescription in another EU country” · Presenting a prescription in another EU country: the cross-border prescription

“You can ask your doctor to give you a prescription to use in another EU country, also known as a "cross-border prescription".”

Section “A prescription with the right information” · Presenting a prescription in another EU country: the information it must contain

“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.”

Section “A prescription with the right information”, warning · Presenting a prescription in another EU country: the dispensing 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.”

Section “Presenting a prescription in another EU country”, warning · Presenting a prescription in another EU country: availability of medicines

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

Section “E-prescriptions” · Presenting a prescription in another EU country: e-prescriptions

“If your doctor has given you an e-prescription you will usually need to make sure you ask for a paper copy if you plan to use the prescription in another EU country, as the e-prescription may not be available outside your home country.”

Article 19(1) · Regulation (EC) No 883/2004 (coordination of social security systems), Article 19, paragraph 1

“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.”

Article 25(A)(1) · Regulation (EC) No 987/2009 (implementing procedure), Article 25, part A, paragraph 1

“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.”

Section “European Health Insurance Card (EHIC)” · European Health Insurance Card (EHIC): without the card, treatment cannot be refused

“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.”

Section “Without the European Health Insurance Card” · Unplanned healthcare: payment and reimbursement without the card

“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”

Section “Without the European Health Insurance Card” · Unplanned healthcare: the Provisional Replacement Certificate

“If you need urgent treatment, your local health insurance authority might be able to help by faxing or emailing to you the Provisional Replacement Certificate. The certificate should also be issued, if your EHIC is lost or stolen when you're already abroad.”

Sections “With the European Health Insurance Card (EHIC)” and “Without the European Health Insurance Card” · Unplanned healthcare: the national contact points

“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.”

Article 6(1) · Directive 2004/38/EC (free movement and residence), Article 6 (Right of residence for up to three months), paragraph 1

“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.”

Article 7(1)(c) · Directive 2004/38/EC, Article 7 (Right of residence for more than three months), paragraph 1, point (c)

“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”

Article 8(2) · Directive 2004/38/EC, Article 8 (Administrative formalities), paragraph 2

“The deadline for registration may not be less than three months from the date of arrival. A registration certificate shall be issued immediately, stating the name and address of the person registering and the date of the registration.”

Article 8(3) · Directive 2004/38/EC, Article 8, paragraph 3, third indent (the documents a student can be required to present)

“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.”

Section “Admission and entry to university” · University: admission and entry conditions

“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.”

Section “Language test” · University: the possible language test

“Knowledge of the host country language may be required, so in some EU countries you may be asked to take a language test.”

Section “Course fees and grants” · University: course fees and grants covering 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.”

Section “Course fees and grants”, warning · University: the limit on maintenance grants and loans

“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.”

Section “Students - residence rights” · Students, residence rights: the conditions and the ceiling on demandable resources

“You have the right to live in the EU country where you are studying for the duration of your studies if you: are enrolled in an approved educational establishment have sufficient income, from any source, to live without needing income support have comprehensive health insurance cover there. National authorities may not require your income to be above the level that would qualify you for basic income support.”

Section “Students - residence rights” · Students, residence rights: the end of studies

“You could lose your right to stay in the country if you finish your studies and cannot prove you are working or have sufficient resources to support yourself.”

Section “Can you be requested to leave or be deported?” · Students, residence rights: requests to leave and deportation

“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.”

Article 1 · Regulation (EU) No 492/2011 (freedom of movement for workers), Article 1

“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.”

Article 3 · Regulation (EU) No 492/2011, Article 3 (inapplicable provisions and practices, language exception)

“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;”

Article 4(1) · Regulation (EU) No 492/2011, Article 4 (quotas by number or percentage), paragraph 1

“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.”

Article 7(1) and (2) · Regulation (EU) No 492/2011, Article 7 (equal treatment), paragraphs 1 and 2

“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.”

Article 7(4) · Regulation (EU) No 492/2011, Article 7, paragraph 4 (nullity of discriminatory clauses)

“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.”

Section “Work permits” · Work permits: EU citizens

“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.”

Section “Equal treatment at work” · Equal treatment at work: the scope

“equal treatment in recruitment, working conditions, promotion, pay, access to vocational training, occupational pensions and dismissal. Discrimination in the workplace on the grounds of age, sex, disability, ethnic or racial origin, religion or belief, or sexual orientation is banned across the EU in both the public and private sector.”

Section “How to enforce your rights” · Equal treatment at work: enforcing your rights

“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.”

Article 6(1) · Directive 2004/38/EC (free movement and residence), Article 6 (Right of residence for up to three months), paragraph 1

“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.”

Section “Reporting presence for short stays of less than 3 months” · Reporting presence for short stays: the report itself

“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.”

Section “Reporting presence for short stays of less than 3 months” · Reporting presence for short stays: the possible obligation and its sanction

“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.”

Section “Work permits” · Work permits: EU citizens

“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.”

Article 7(1) and (2) · Regulation (EU) No 492/2011 (freedom of movement for workers), Article 7 (equal treatment), paragraphs 1 and 2

“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.”

Article 5 · Regulation (EU) No 492/2011, Article 5 (the assistance of employment offices)

“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.”

Section “Equal treatment at work” · Equal treatment at work: public employment services and the first-three-months reservation

“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.”

Article 4(1) · Directive 2005/36/EC (recognition of professional qualifications), Article 4 (Effects of recognition), paragraph 1

“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.”

Article 21(1) · Directive 2005/36/EC, Article 21 (Principle of automatic recognition), paragraph 1

“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.”

Section “What is a regulated profession” · Regulated professions: the definition, and how it differs by country

“As a general rule, a profession is regulated if you have to hold a specific degree to access the profession, sit special exams such as state exams and/or register with a professional body before you can practise it. […] Regulated professions differ across the EU.”

Section “What is a regulated profession”, guided path · Regulated professions: automatic recognition for the sectoral professions

“you enjoy automatic recognition of your professional qualification. You will need to submit proof of your qualification and wait for permission from the authorities before you can start working.”

Section “What is a regulated profession”, warning · Regulated professions: sworn translations cannot be required

“The authorities in your new country can't require sworn translations of your qualifications.”

Section “What is a regulated profession”, guided path · Regulated professions: the deadlines of the procedure

“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.”

Section “What is a regulated profession”, guided path · Regulated professions: when the profession is not regulated

“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.”

Section “Professional qualifications”, warning · Professional qualifications: the scope warning (working, not studying)

“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.”

Section “No automatic recognition” · Recognition of academic diplomas: no automatic EU-wide mechanism

“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.”

Section “Get your degree ‘compared’” · Recognition of academic diplomas: the statement of comparability and its checks

“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)”