Under door to door sales laws, before a customer places an order the salesperson must provide them with:
The name, address, and contact details of their business. If you are doorstep selling for another company you must also give the same details to the customer.
An address that deals with customer complaints (if different to the business address).
A 'fair' description of the goods or the services you are offering. Include a reminder that goods must be of reasonable quality and as described.
The amount the customer would need to pay or how it would get calculated. You must also inform them how they can make a payment.
Any specific delivery arrangements, including the cost and how long it would take for the goods to arrive.
The minimum length of the sales contract and the billing period. You must also include the cost for any open-ended contracts or subscriptions.
Any specific conditions for ending rolling contracts or sales contracts without a clear end date.
A method for canceling the order and when the customer would lose their right to cancel it. You should provide them with a standard cancellation form (if canceling is an option).
Information on whether they would need to pay any reasonable costs for using a service after a cancellation.
The amount and any conditions for deposits or other methods used as financial guarantees.
Details on what digital content does and what software it works with (where applicable). This may include the language used or the operating system it functions with.
The cost to use telephone lines or other communication to complete the contract in cases where it would cost more than basic call rates.
Access to the details of the part of a code of conduct or dispute resolution scheme (where applicable).
Information on any specific complaints handling policy and how it works. It should also include details on the conditions of any guarantees, services, or after sales assistance.
Note: The information must be intelligible and easy for the customer to understand. As a rule, the format must be one that the customer can save for future reference (e.g. a form, on paper, or in an email).
Customers Right to Cancel an Order
The seller must inform the customer of the 'cooling-off' term. The customer may cancel their order up to fourteen (14) calendar days after the conclusion of a contract. There is no requirement for them to give a reason for the cancellation.
Failing to inform the customer about their right to cancel means they may end the order at any time in the forthcoming twelve (12) months. Telling them about their cancellation rights during this 12 month period means they would then get fourteen (14) days to cancel.
Not telling a customer their right to cancel can mean an unlimited fine and a prison sentence (up to 2 years).
Costs a Customer Would Not Have to Pay
There can be certain situations when a customer does not have to pay. For example, they would not need to pay for some costs if they do not get informed about them in advance, such as:
Costs relating to the conditions of the customer's right to cancel.
Extra costs needed for the delivery of the goods.
Extra charges for returning the goods (e.g. because they are too big for normal postal methods).
After a Customer Places an Order
After an order is placed, the customer would need to know when the contract gets confirmed. They would also need confirmation of previous information they received before placing the order. In most cases, confirmation in paper format would be acceptable.
Once a customer places an order with a door to door salesperson, the seller must also:
Deliver the goods without delay and within thirty (30) days (unless the customer agrees otherwise).
Provide the service without delay (unless the customer agrees to a different or specific time period).