National foreword

This British Standard is the UK implementation of ISO 21800:2025.

The UK participation in its preparation was entrusted to Technical Committee SVS/0/5.

A list of organizations represented on this committee can be obtained on request to its committee manager.

Contractual and legal considerations

This publication has been prepared in good faith, however no representation, warranty, assurance or undertaking (express or implied) is or will be made, and no responsibility or liability is or will be accepted by BSI in relation to the adequacy, accuracy, completeness or reasonableness of this publication. All and any such responsibility and liability is expressly disclaimed to the full extent permitted by the law.

This publication is provided as is, and is to be used at the recipient’s own risk.

The recipient is advised to consider seeking professional guidance with respect to its use of this publication.

This publication is not intended to constitute a contract. Users are responsible for its correct application.

Compliance with a British Standard cannot confer immunity from legal obligations.

This British Standard was published under the authority of the Standards Policy and Strategy Committee on 31 December 2025.

Foreword

ISO (the International Organization for Standardization) is a worldwide federation of national standards bodies (ISO member bodies). The work of preparing International Standards is normally carried out through ISO technical committees. Each member body interested in a subject for which a technical committee has been established has the right to be represented on that committee. International organizations, governmental and non-governmental, in liaison with ISO, also take part in the work. ISO collaborates closely with the International Electrotechnical Commission (IEC) on all matters of electrotechnical standardization.

The procedures used to develop this document and those intended for its further maintenance are described in the ISO/IEC Directives, Part 1. In particular, the different approval criteria needed for the different types of ISO document should be noted. This document was drafted in accordance with the editorial rules of the ISO/IEC Directives, Part 2 (see www.iso.org/directives).

ISO draws attention to the possibility that the implementation of this document may involve the use of (a) patent(s). ISO takes no position concerning the evidence, validity or applicability of any claimed patent rights in respect thereof. As of the date of publication of this document, ISO had not received notice of (a) patent(s) which may be required to implement this document. However, implementers are cautioned that this may not represent the latest information, which may be obtained from the patent database available at www.iso.org/patents. ISO shall not be held responsible for identifying any or all such patent rights.

Any trade name used in this document is information given for the convenience of users and does not constitute an endorsement.

For an explanation of the voluntary nature of standards, the meaning of ISO specific terms and expressions related to conformity assessment, as well as information about ISO’s adherence to the World Trade Organization (WTO) principles in the Technical Barriers to Trade (TBT), see www.iso.org/iso/foreword.html.

This document was prepared by Project Committee ISO/PC 335, Guidelines for organizations to increase consumer understanding of online terms and conditions.

Any feedback or questions on this document should be directed to the user’s national standards body. A complete listing of these bodies can be found at www.iso.org/members.html.

Introduction

Improving consumer understanding of online terms and conditions (online T&Cs) is a matter of increasing relevance and importance to consumers as global markets and e-commerce flourish. Most organizations tend to apply a set of online T&Cs to govern the sale or supply of goods, services or digital content. They set out, in writing, the extent of the organization’s and consumer’s rights and responsibilities under the sale and the demarcated risk between them. Clear, accessible, fair and easy-to-understand online T&Cs are vital for consumers to make a fully informed decision prior to purchase or use of goods, services or digital content, and to access redress when they are dissatisfied with the product that they have purchased.

Like T&Cs in most consumer contracts, online T&Cs are not negotiated between parties. They are standard terms, on a “take it or leave it basis”. Consumers are obliged to acquiesce and comply with the T&Cs while purchasing or using the goods, services or digital content. As the organization drafts the online T&Cs, there is a risk that these online T&Cs can be drafted to favour the organization rather than the consumer. This can exacerbate the weaker position the consumer holds in the relationship, making it more likely that detriment will occur.

In addition, since online T&Cs are often complicated, long and involve legal jargon, evidence shows that a very small proportion of consumers properly read or understand them. This can make it difficult for consumers to make informed choices and can result in a range of negative outcomes (e.g. not fully understanding what they have agreed to or difficulties enforcing their rights). Informed individual choice is important because it helps drive innovation and competition, which boosts productivity and supports well-functioning markets.

Organizations and consumers are interdependent. Enhancing consumers’ understanding and interpretation of online T&Cs is conducive to consumers making informed decisions, which can minimize or prevent aftercare issues, ultimately saving organizations time and money. Meanwhile, a consumer can recognize that an organization has made an effort for them, which helps the organization to establish a good corporate image, improves the consumer’s trust, strengthens brand loyalty and enhances market competitiveness.

This document provides guidance for organizations to increase consumer understanding of online T&Cs, aiming to protect the interests of consumers and increase confidence and trust between organizations and consumers in the digital economy.

Organizations should consider how they will apply and present T&Cs during the product design stage in order to enable the best engagement techniques.

1 Scope

This document gives guidance to organizations on creating clear, accessible, fair and easy-to-understand online terms and conditions (T&Cs).

This document is applicable to drafting business-to-consumer online T&Cs, including websites facilitating consumer-to-consumer sales, such as online auction sites. It does not apply to consumer-to-consumer and business-to-business online T&Cs.

2 Normative references

3 Terms and definitions

4 Guiding principles

4.1 Protecting consumers

4.2 Fairness

4.3 Transparency

4.4 Accessibility

4.5 Understanding

4.6 Relevant

4.7 Inclusive

5 Understanding and supporting consumer needs

5.1 Understanding the target audience

5.2 User testing

5.3 Accessible formats

5.4 Language

5.5 Consumer support

6 Design and presentation of online T&Cs

6.1 General

6.2 Default exposure

6.3 Standardized formats

6.4 Summary box with icons

6.5 Diagrams, comics and animation

6.6 Providing information in short chunks

6.7 Layering information

6.8 Emphasizing key terms

6.9 Providing links

6.10 Confirming understanding

7 Encouraging consumers to read online T&Cs

7.1 General

7.2 Reminders for reading time

7.3 Importance of reading T&Cs

7.4 Option to re-read

7.5 Prompt box

8 Approach to helping consumers read online T&Cs

8.1 General

8.2 Terminology interpretation

8.3 Summary version

8.4 Frequently asked questions

8.5 Bespoke information packages

8.6 Interactive tools

8.7 Reminders of online T&Cs changes

9 Continual improvement

9.1 General

9.2 Consumer feedback channels

9.3 Internal feedback mechanism

9.4 Online T&Cs effectiveness evaluation

9.5 Feedback integration and improvement

Bibliography

BS ISO 21800:2025

Guidance for organizations to increase consumer understanding of online terms and conditions

Current

Published:

31 Dec 2025