Overview
The EU Withdrawal Right gives EU-based customers who sign up online the right to end their subscription immediately within 14 days of the contract start date, without any notice period. This is a legal requirement under EU Directive 2023/2673 and applies automatically to all EU customers; there's no setting to turn it on or off. This article explains how a withdrawal differs from a standard cancellation and what your customers and team can expect.
Note
In Frisbii, there is no separate "Withdraw" button in the customer portal. The existing Cancel button handles both cases: if the customer cancels within 14 days of the contract start date, Frisbii automatically applies the withdrawal rules described below. After 14 days, the same button triggers a standard cancellation.
How withdrawal is different from a standard cancellation
A withdrawal isn't just an early cancellation, it's a distinct legal process with its own rules:
Standard cancellation | EU withdrawal (within 14 days) | |
|---|---|---|
Notice period | Applied as configured on the plan | Bypassed — subscription ends immediately |
Fixation period | Applied as configured on the plan | Bypassed |
End date | End of the current billing period, or as configured | Immediate — similar to a subscription expiry |
Refund | Left to your discretion | Always a full refund of amounts paid |
Unpaid invoices | Follows your dunning process | Canceled |
Limitations
Withdrawal only applies to subscriptions created online. Contracts created offline or manually by an admin aren't in scope.
The 14-day window is calculated from the contract start date, not the cancellation request date.
There's no merchant-level setting to disable this behaviour — it's a legal requirement and applies to all Frisbii users.
Who qualifies for withdrawal
Frisbii determines eligibility using the country stored on the customer record:
EU customers — covered by the withdrawal right for the full 14 days after contract start.
Customers with no country set — treated as eligible for withdrawal, as a safe default.
Non-EU customers — the standard cancellation flow applies; no withdrawal logic is triggered.
Note
Norway, Iceland, and Liechtenstein (EEA) aren't covered yet — the directive only applies there once it's formally adopted into the EEA Agreement. Switzerland is out of scope entirely, as it's neither an EU nor EEA member.
How customers can withdraw their contract
If a customer wants to cancel their subscritpion within the 14-day window, they would proceed as follows:
Log in to their account (customer portal).
Go to their subscription.
Click on Cancel.
Note
The existing “Cancel” button in the Customer Portal is visible for 14 days after purchase even if the toggle “Customers can cancel their subscription” is deactivated in the Frisbii Admin → Customer Portal.
After the 14th day, the Cancel button is automatically hidden again from the customers.
Canceling on behalf of a customer
If a customer within their 14-day window asks your team to cancel their subscription, you can do this from the same cancel dialog you already use.
Navigate to Subscriptions → [Customer's subscription].
Click on Cancel.
If the subscription is within the 14-day window and the customer is EU-based (or has no country set), Frisbii automatically applies the withdrawal rules — immediate termination and a full refund — regardless of who initiated the cancellation.