5 March 2026
Consumers baffled by confusing and lengthy online terms and conditions (T&Cs) are being supported by new international guidance designed to make these clearer, more accessible and easier to understand.
Research has found that such contracts can take up to an hour and a half to read, while Ofcom data suggests up to two-thirds of people sign up to online platforms without trying to read T&Cs, creating an imbalance of power between businesses and consumers. The Standard, Guidance for organisations to increase consumer understanding of online terms and conditions (BS ISO 21800), aims to support informed decision-making and reducing the risk of consumer harm.
It provides practical guidance for organisations that enter into contracts with consumers online, including those selling goods or services, subscription-based services, financial services and digital platforms such as social media. It applies to domestic and cross-border transactions, recognising that consumers increasingly deal with international organisations.
With e-commerce continuing to grow rapidly, rising from less than 3% of UK retail sales in 2006 to over 32% by late 2025, consumers are more frequently asked to agree to online T&Cs, often on mobile devices with small screens. BS ISO 21800 was developed with input from Trading Standards to encourage consumers to engage with online T&Cs by making them easier to read and understand. Importantly, it applies even where no money changes hands, such as when consumers sign up to use digital or online services.
By setting out clear and internationally recognised good-practice principles, the Standard aims to improve accessibility and transparency and support better outcomes for both consumers and organisations. The goal is to help improve customer understanding and satisfaction, reduce the likelihood of complaints and disputes, and support organisations in minimising reputational and compliance risks. By demonstrating responsible business behaviour and transparency, organisations can also build greater consumer trust and confidence in their digital services.
(Source: British Standards Institution)
Read the full story on the BSI website.
Reference to the Standard has been added to 'Model contract terms' (part of 'Guidance for online businesses').