What must I get before I sign a phone or internet contract in Poland, and can I change my mind?
Before you sign, the provider must give you, free and on a durable medium, a contract summary on the EU template: price, term, renewal and ending, main service features and internet speed details. Once accepted, it becomes part of your contract (art. 287 Pke).
Before you sign, you should get the key terms in writing: price, term, speed and how to leave. In many countries a short contract summary is required, and contracts made online, by phone or at your door usually come with a cooling-off period. The rules for Poland are below.
📜 The rules in Poland
The details
- If the summary cannot be given before signing for objective technical reasons, the provider must send it without delay, and your order takes effect only when you confirm it after receiving the summary. (eli.gov.pl)
- Contract made online, by phone or away from the provider's premises: you can withdraw within 14 days without giving reasons. If you asked for the service to start earlier, you pay only for what was provided up to withdrawal. (eli.gov.pl)
- A telecom contract may not be concluded with you during an unsolicited visit to your home; a contract signed that way is void (art. 284 Pke). (eli.gov.pl)
- If a provider lets you sign online in documentary form, it must let you withdraw or cancel that way too. It confirms your notice within 1 working day by SMS, call or email, and on a durable medium within 14 days (art. 295 Pke). (eli.gov.pl)
Miejscy i powiatowi rzecznicy konsumentów
Free legal advice and help writing a complaint or court letter; a consumer ombudsman can also bring a case to court on your behalf.
UKE – wniosek o interwencję
Ask UKE to intervene if a provider fails to carry out, or wrongly carries out, a switch, number porting or number change, or may have broken the Pke. Send the request by post, e-Doręczenia, ePUAP or the PUE UKE form.
🪜 Step by step
- Ask for the contract summaryRead the price after any discount, the minimum term, the speeds and the conditions for leaving.
- Keep everythingSave the summary, the contract and the offer you were shown, with the date.
- Know your cooling-off periodIf you signed online, by phone or at your door, check how long you have to change your mind.
- Cancel in a way you can proveUse the form or address the provider gives, and keep proof of when you sent it.
📇 Who to contact
❓ Questions
Does the cooling-off period apply to a contract signed in a shop?
Usually not: it normally covers contracts made online, by phone or away from the shop.
Do I pay for days I already used?
If you asked for the service to start during the cooling-off period, you may have to pay for the days you used.
What if I never got a contract summary?
Tell the provider in writing and ask the regulator what this means for your contract in Poland.
📎 Sources
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