---
title: "Withdrawal button according to EU Withdrawal Right"
slug: "what-is-the-eu-withdrawal-right-and-how-is-it-different-from-a-cancellation"
description: "EU customers can withdraw from subscriptions within 14 days without notice. Learn about the process and eligibility for immediate cancellation."
updated: 2026-07-27T08:25:15Z
published: 2026-07-27T08:25:15Z
canonical: "help.frisbii.com/what-is-the-eu-withdrawal-right-and-how-is-it-different-from-a-cancellation"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.frisbii.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Withdrawal button according to EU Withdrawal Right

## Overview

The [EU Withdrawal Right](https://europa.eu/youreurope/citizens/consumers/shopping/returns/index_en.htm) 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 |

> [!CAUTION]
> **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:

1. Log in to their account ([customer portal](/frisbii/docs/customer-portal#login)).
2. Go to their subscription.
3. Click on **Cancel**.

> [!NOTE]
> 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](/frisbii/docs/customer-portal#customer-portal-settings).
> 
> 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.

1. Navigate to **Subscriptions → [Customer's subscription].**
2. 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.

---