New York City’s Click to Cancel rule took effect October 1, 2026. It requires covered subscription businesses to explain key terms and consumer rights clearly and offer a straightforward cancellation process using the same method a customer used to sign up. If a company makes cancellation difficult, delays it, or requires you to switch channels, you can file a complaint with NYC’s Department of Consumer and Worker Protection (DCWP).
What NYC’s Click-to-Cancel rule requires
The city rule applies to subscription offers that qualify as automatic renewals or continuous services. It adds city-level requirements and DCWP enforcement; it does not replace New York State’s separate automatic-renewal law, and the laws may apply differently depending on the contract. The adopted city rule is available in NYC rule § 5-110.1; state requirements are in New York State General Business Law § 527-a.
Clear terms and rights disclosures
Businesses must clearly explain subscription terms and disclose consumers’ rights when they buy or cancel. The rule also addresses advance notice of material changes to subscription terms.
A cancellation method that matches signup
Cancellation must be straightforward and use the same method as signup. NYC specifically identifies as a complaint example someone who signed up online but was forced to cancel by phone, in person, or another method. The mayor summarized the standard this way: “In our city, we’re drawing a clear line: if you can sign up with a click, you must be able to cancel with one.” — Zohran Kwame Mamdani, New York City mayor, in the city’s Click to Cancel guidance.
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Unrequested free items and cancellation obstacles
A business cannot require you to pay to ship back items it gave you for free. The adopted rule also addresses obstruction of cancellation and unreasonable or unlawful conditions attached to retention offers.
How to report a subscription problem
NYC says consumers can report issues such as unclear subscription terms, difficult or delayed cancellation, unrequested products a business expects them to return or pay for, changes made without notice, or auto-renewal that was not disclosed. Gather any relevant records—such as signup terms, cancellation attempts, messages, or billing documents—to include with your complaint.
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- Choose a reporting channel. Submit a complaint through the NYC311 Click to Cancel page, call 311, or use the phone, mail, or fax options listed there.
- Describe what happened. Explain how you signed up, what the business required when you tried to cancel, and any charges or term changes involved. Include documents that support your account.
- Keep your complaint number. NYC provides a number you can use to check the complaint’s status.
What happens after a complaint is filed?
DCWP reviews the complaint and submitted documents. If you provide contact details, the agency may follow up with questions or request more information. In some cases, DCWP assigns a mediator, shares the complaint with the business for a written response, and has the mediator communicate with both sides in an effort to reach an agreement. Filing a complaint does not guarantee a particular resolution.
Penalties and enforcement
NYC says civil penalties start at $525 per violation, and businesses may also be liable for refunds. These are the city’s stated enforcement terms; they do not establish how any particular complaint will be resolved. The rule’s effective date and enforcement announcement are described on the Mayor’s Office announcement and the adopted-rule record.
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What the rule does not establish
The available city materials do not report a verified total for cancellations enabled, complaints received, consumer savings, or enforcement results. A specific subscription dispute may also raise contract or legal questions that depend on its facts; the city rule is not a substitute for individualized legal advice.
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