Price information
In principle, businesses must state the prices of their goods or services. The business's obligation to indicate the price of the goods or services depends on the type of goods or services, how they are marketed and in which marketing channels.
Indicating the price of goods
Indicating prices in retail stores and display windows.
The sale and unit prices of the goods must be stated at the retail outlet and in any shop window in the immediate vicinity of the goods.
The price must be indicated on the product or its packaging, separately in the product’s location, in a separate price list, or in another similar manner in the immediate vicinity of the product.
The price must be indicated clearly and itemised so that there is no risk of confusion as to the product or its packaging. The price information must be large and easy enough for the consumer to see.
Indicating prices in distance selling
Distance selling refers to e-commerce, telesales and mail order sales that take place entirely online, by e-mail, by phone or other means of communication. Distance selling is subject to some special rules which do not apply to regular retail.
In distance selling, the consumer must be given the following information about the product or service in a clear and comprehensible manner and well in advance the conclusion of the contract:
- the price
- shipping costs
- payment terms and
- the cost of using distance communication
Indicating surcharges
Prior to the order, the business must notify the consumer of any surcharges that are not included in the total price and delivery costs. In broad terms, surcharges refer to any costs of ancillary contracts and ancillary services. If these costs cannot be calculated beforehand, the consumer must be informed of the possibility of surcharges.
Items that incur additional costs for the consumer must not be automatically selected as the default during the ordering process. Examples
- If an insurance contract is offered as an additional service to the buyer of a concert or airline ticket, the business cannot offer it as a default option which the consumer would have to reject in order to avoid the additional cost.
- If the contract for a chargeable additional service is made verbally – for example, a connection charge or a charge for providing contact details in connection with a directory enquiry – then the consumer must be informed of the price of the service before they can enter into a contract for the additional service.
- Additional services for various devices, such as home delivery and shipping services.
- Technical support services and software sold with smartphones and telephone contracts, such as helpdesk support or data security services.
- Calibration services related to televisions.
The consumer is not obliged to pay any additional costs for which the company has not provided information before the order is placed and for which the consumer has not clearly given their consent. The consumer has the right to a refund of the surcharges if they have not given their consent.
Special legislation relating to price information
There are specific statutes and exceptions pertaining to the indication of prices or price lists of flights, travel packages, housing, payment services, taxi services, tobacco, alcohol and e.g. electronic communications services.
Indicating the price of services
Before concluding a contract, businesses must inform the consumer of the total price of the service or the basis for determining the price. This requirement applies to the provision of services in business premises as well as distance sales e.g. by telephone or online. The way in which price information can be provided depends on the situation.
Service price lists must be displayed
The service price list must be visibly displayed on business premises and on any websites where sales take place. The price list must be easily visible to the consumer and, if possible, also visible from outside the business premises.
Where services are offered or provided outside the business premises or website, the price list must be provided on request. The obligation to provide the price list applies to services and financial services referred to in the Act on the Provision of Services.
Special legislation relating to price information
There are specific statutes and exceptions pertaining to the indication of prices or price lists of flights, travel packages, housing, payment services, taxi services, tobacco, alcohol and e.g. electronic communications services.
For further information about the sectoral legislation, see the Consumer Ombudsman’s guidelines on stating the prices of goods and services in Finnish
Prices must be communicated clearly
Information essential to consumers must be provided in marketing. Price information must be accurate. For example, information provided in the image, text, and price information of an advertisement must be consistent.
An individual price element of the goods or services should not be emphasised instead of the total price.
Indicating the total price
Businesses are obliged to indicate the the price inclusive of taxes of consumer products in marketing and/or before concluding the contract. If, due to the nature of the commodity, the exact price cannot be reasonably stated, the basis for determining the price must be stated instead. Any delivery costs that are not included in the total price must be stated where applicable. If delivery costs that are not included in the total price cannot be reasonably calculated, consumers must be informed of the possibility of such costs.
In the case of an indefinite contract or a contract with recurring payments, the total price must include the total cost per invoicing period. If the contract will remain in force after an offer period, the consumer must also be informed of the normal total costs per invoicing period.
When a contract is offered for a fixed period, the price must be stated for the entire period, for example 12 months. At the same time, information must be provided on the fixed-term nature of the contract and the terms of payment, e.g. a monthly instalment.
Misleading drip pricing is prohibited. Drip pricing means that additional costs, which the consumer cannot avoid paying if they wish to purchase the advertised goods or services, are added to the price advertised or quoted initially in an online store.