EU Consumer Protection Law

n June 2025, the Court of Justice of the European Union (CJEU) delivered important rulings clarifying the application of the EU Unfair Contract Terms Directive (UCTD), which protects consumers from unfair standard contract terms that have not been individually negotiated. The UCTD ensures such terms are transparent, clear, and balanced; unfair terms are not binding on consumers and may expose businesses to enforcement actions.

This blog post highlights four significant cases decided in June 2025. These cases involve preliminary references from national courts to the CJEU to clarify whether national laws are aligned with EU law.Continue Reading Overview of Key CJEU Rulings on EU Consumer Protection Law of June 2025

AI chatbots are transforming how businesses handle consumer inquiries and complaints, offering speed and availability that traditional channels often cannot match.  However, the European Commission’s recent Digital Fairness Act Fitness Check has spotlighted a gap: EU consumers currently lack a cross-sectoral right to demand human contact when interacting with AI chatbots in business-to-consumer settings.  It is still unclear whether and how the European Commission is proposing to address this.  The Digital Fairness Act could do so, but the Commission’s proposal is only planned to be published in the 3rd quarter of 2026.  This post highlights key consumer protection considerations for companies deploying AI chatbots in the EU market.

AI Chatbots Cannot Be the Only Contact Channel

Under EU law–particularly the Consumer Rights Directive (“CRD”) and the eCommerce Directive–consumers must have access to traditional communication channels such as the trader’s postal address, telephone number, and email address.  The Court of Justice of the EU has made clear that consumers must be able to contact traders directly, quickly, and effectively (Case C-649/17).  While chatbots can assist, they cannot replace mandatory human contact options.

AI Chatbots as Supplementary Communication Channels

The CRD requires traders to disclose their primary contact details before concluding a contract, but does not prohibit offering AI chatbots as additional communication tools.  Where chatbots enable consumers to retain durable records of their interactions – including timestamps – traders should inform consumers about that.  Durable records are defined as information stored in a medium accessible and unalterable for future reference, such as emails or downloadable files.

In any event, certain communications, such as the acknowledgment of a consumer’s right of withdrawal, must be provided in a “durable medium,” ensuring consumers have a stable and accessible record of important contractual information.

Human Oversight and the Right to Human InterventionContinue Reading Digital Fairness Act Series: Topic 2 – Transparency and Disclosure Obligations for AI Chatbots in Consumer Interactions