Since 19 June 2026, a new EU rule requires that consumers who buy something online have a straightforward, electronic way to undo that purchase within 14 days. If you sell credit to customers in the European Union, this may affect you. SuperSaaS has an option to help you handle it.
What the new EU withdrawal rule requires
The right for EU consumers to withdraw from an online purchase isn’t new. What changed on 19 June 2026 is how that right must be offered. Consumers now need access to an electronic “withdrawal function” (typically a button) that lets them cancel a purchase without having to send an email or make a phone call. A simple, self-service option built into your booking environment.
Does it apply to you?
Not necessarily. The rule comes with a long list of exemptions, including:
- Free bookings
- Sales to businesses (not consumers)
- Services already fully delivered with the client’s consent
Appointments that are not considered leisure activities, such as a driving lesson or a medical consultation, are generally not exempt. One nuance worth noting: even if a specific booking type is exempt, a credit package sold separately may not be. That’s because when a customer buys credit, no service date is fixed yet, so the exemption for the booking itself doesn’t automatically extend to the credit purchase.
Whether the rule applies to your situation depends on your own setup. This article is not legal advice, so if you’re unsure, it’s worth checking with a legal professional familiar with EU consumer law.
Withdrawal vs. cancellation: an important distinction
It’s easy to assume a withdrawal is just another word for a cancellation. It isn’t.
- A cancellation frees the appointment slot and returns credit to the customer’s account.
- A withdrawal undoes the original purchase entirely. The customer is entitled to a refund in money for what they paid instead of a refund in credits.
A few things to keep in mind when processing a refund:
- You have 14 days from the withdrawal request to return the money
- The refund must go back by the same method the customer used to pay
- You cannot deduct a cancellation fee
- Refunding as credit does not count as a valid refund under this rule
How to enable the withdrawal button in SuperSaaS
If you’ve decided the rule applies to you and want to offer the option, enabling it in SuperSaaS takes just a few steps.
Step 1: Enable the setting
Go to Payment Setup and check the option “Allow users to withdraw a credit purchase within 14 days”.
Step 2: What your customers will see
Once enabled, customers will see a Withdraw purchase button next to any credit purchase made within the last 14 days. They’ll find this in the Purchase history section of their Settings page.
When they click it, the remaining credit from that purchase expires immediately, and both you and the customer receive a confirmation email recording the date and time of the request.
Step 3: Process the refund
SuperSaaS does not transfer money on your behalf, so use the confirmation email you receive to process the refund yourself through your payment provider’s dashboard. The email gives you everything you need: the purchase amount, the withdrawal timestamp, and the customer details.
If something goes wrong or the withdrawal was made in error, you can still reverse it using the Expire Now and Undo icons in your purchase history view.
To sum it all up
If you sell credit to EU consumers, the new withdrawal rule is worth looking into. The short version: consumers may now be entitled to a self-service way to undo a credit purchase within 14 days, and the refund has to be paid in money and returned via the original payment method used by the customer.
SuperSaaS makes it easy to offer this option through a single setting in Payment Setup. Still have questions about how this applies to your account? Our support team is happy to help. Reach out via our feedback form.