Must a Connecticut business let customers cancel online if they signed up online?
Quick answer
Yes. Under Conn. Gen. Stat. 42-158ff(e)(1), a business that enters into an auto-renewal or continuous-service agreement online must let the customer cancel online, without requiring any offline step. It must offer at least a prominently displayed cancel link or button, or a replyable email. A login can be required, but customers who cannot log in must have an offline option.
What does the law say? Key facts and official sources
| Item | What the law says | Source |
|---|---|---|
| Covered agreements | Consumer agreements with Connecticut residents for personal, family or household goods or services, entered into or amended on or after October 1, 2023; some utilities, telecoms, insurers, banks and credit unions, and global or national audiovisual services are excluded (42-158ff(a)) | Conn. Gen. Stat. 42-158ff (2026 Supp.) |
| Online sign-up, online cancel | A business that enters into the agreement online must allow the consumer to take any action needed to stop renewal or service online, without requiring any offline action (42-158ff(e)(1)) | Conn. Gen. Stat. 42-158ff (2026 Supp.) |
| Method for online sign-ups | At least one of: a prominently displayed direct link or button (may sit in the account, profile, device or user settings), or an email from the business the consumer can reply to without obtaining any additional information (42-158ff(e)(1), (e)(2)(A)-(B)) | Conn. Gen. Stat. 42-158ff (2026 Supp.) |
| Phone option | Since July 1, 2026, a telephone number the consumer may retain, clearly and conspicuously displayed on the business website, is a further permitted method (42-158ff(e)(2)(C)) | Conn. Gen. Stat. 42-158ff (2026 Supp.) |
| No obstruction | No action to obstruct or delay a consumer's efforts to cancel (42-158ff(e)(4)) | Conn. Gen. Stat. 42-158ff (2026 Supp.) |
| Login allowed | A business may require account login or identity check online before cancelling; a consumer unwilling or unable to do so must be able to authenticate and cancel offline by email, mail or the other methods in (b)(1)(A) (42-158ff(e)(5)) | Conn. Gen. Stat. 42-158ff (2026 Supp.) |
| Start date | The phone method, the no-obstruction rule in (e)(4) and the unfair-trade-practice clause apply on and after July 1, 2026 (P.A. 25-44 s. 7) | Conn. Gen. Stat. 42-158ff (2026 Supp.) |
| Penalty | A violation is an unfair trade practice under 42-110b (42-158ff(f), July 1, 2026 text). In an Attorney General case a court may order up to $5,000 per wilful violation (42-110o(b)) | Conn. Gen. Stat. ch. 735a (CUTPA) |
| Last verified | November 2, 2026 | Astor Ventures |
Can I require a phone call to cancel an online subscription?
No, not as the only way. For online sign-ups the customer must be able to cancel online without any offline action (42-158ff(e)(1)). A phone line can be offered in addition.
Is a cancel email enough?
It can be. The statute accepts an email from the business that the consumer can open immediately and reply to without obtaining any additional information (42-158ff(e)(2)(B)). A prominently displayed link or button is the other online option.
Can the cancel button sit inside the account page?
Yes. The direct link or button may be located within the consumer's account or profile, or device or user settings (42-158ff(e)(2)(A)), as long as it is prominently displayed and nothing obstructs or delays the cancellation (42-158ff(e)(4)).
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What else do people ask?
Does the law require a cancellation confirmation email?
The statute text does not set a confirmation-email duty. It does require that cancellation not be obstructed or delayed (42-158ff(e)(4)); sending a confirmation is a common way to prove it was processed.
Can I show a save offer online?
The statute expressly allows a retention offer on cancel calls if the caller is first told they can say "cancel" at any time (42-158ff(e)(3)(B)). It does not set a rule for online offers, but the no-obstruction rule in (e)(4) still applies.
What is the fine?
Up to $5,000 per wilful violation in an Attorney General case (42-110o(b)).
Is this legal advice?
No. General information only.