Following an ACM action, online intermediary for house cleaning services adjusts its websites

Going forward, the Dutch websites ikzoekeenschoonmaakster.nl, dewittewerkster.nl, and ikzoekhuishoudelijkehulp.nl will clearly state that they offer their house cleaning services in the form of paid subscriptions. Consumers were previously not sufficiently informed about this. They were taken by surprise by the fact that they were stuck with a subscription. This issue has been resolved following an action by the Netherlands Authority for Consumers and Markets (ACM).

Action prompted by reports

ACM had received reports about the Dutch company behind these three websites, Hulp-in Huis B.V. In addition, consumer rights shows had devoted airtime to this company and its websites. For example, consumers reported that, due to the website’s design, they unintentionally took out a paid subscription. Also, it was not clear how much the subscription cost and whether they were still entitled to a cooling-off period.

Businesses that offer products or services online must provide correct and honest information. Only then are people able to make the right choices online with confidence. After ACM had contacted the company, it adjusted the information on its websites. On the basis of the design and the information on the websites, individuals now know that they are taking out a subscription. Going forward, information about the subscription duration and costs is also stated clearly, both on the websites and in advertisements. Also, correct information about the cooling-off period is now given, and is located in a clear and logical place on the website. The payment button has been adjusted so that consumers consciously agree to the subscription duration and costs. The provider’s contact information is now also complete and is located in a clear place.

Online-consumer rights

ACM has various tools at its disposal to tackle consumer issues. In this case, it chose to contact the company straight away, after which it adjusted its practices. In this way, ACM contributes to a safe and honest digital economy. Companies must provide honest information that is clearly designed, so that people can make informed choices online.

Consumers that experience similar problems with other companies may file reports with ACM’s consumer information portal ACM ConsuWijzer. They can also find information about their rights on ACM ConsuWijzer’s website.

See also

• File a report with ACM ConsuWijzer | ACM ConsuWijzer (in Dutch)
• Cooling-off period | ACM ConsuWijzer (in Dutch)