ISO 21800:2025

International
Standard
ISO 21800
First edition
Guidance for organizations to
2025-12
increase consumer understanding
of online terms and conditions
Recommandations aux organismes pour accroître la
compréhension par les consommateurs des conditions générales
en ligne
Reference number
© ISO 2025
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ii
Contents Page
Foreword .iv
Introduction .v
1 Scope . 1
2 Normative references . 1
3 Terms and definitions . 1
4 Guiding principles . 2
4.1 Protecting consumers .2
4.2 Fairness .2
4.3 Transparency .3
4.4 Accessibility .3
4.5 Understanding .3
4.6 Relevant .3
4.7 Inclusive .3
5 Understanding and supporting consumer needs . 4
5.1 Understanding the target audience .4
5.2 User testing .4
5.3 Accessible formats . .4
5.4 Language .4
5.5 Consumer support .4
6 Design and presentation of online T&Cs . 5
6.1 General .5
6.2 Default exposure .5
6.3 Standardized formats .5
6.4 Summary box with icons .5
6.5 Diagrams, comics and animation .6
6.6 Providing information in short chunks .6
6.7 Layering information .6
6.8 Emphasizing key terms . .6
6.9 Providing links .7
6.10 Confirming understanding .7
7 Encouraging consumers to read online T&Cs . 7
7.1 General .7
7.2 Reminders for reading time .7
7.3 Importance of reading T&Cs .7
7.4 Option to re-read .7
7.5 Prompt box .8
8 Approach to helping consumers read online T&Cs . 8
8.1 General .8
8.2 Terminology interpretation .8
8.3 Summary version .8
8.4 Frequently asked questions .8
8.5 Bespoke information packages .9
8.6 Interactive tools .9
8.7 Reminders of online T&Cs changes .9
9 Continual improvement . . 9
9.1 General .9
9.2 Consumer feedback channels .10
9.3 Internal feedback mechanism.10
9.4 Online T&Cs effectiveness evaluation.10
9.5 Feedback integration and improvement.10
Bibliography .11

iii
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,
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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)
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rights in respect thereof. As of the date of publication of this document, ISO had not received notice of (a)
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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.

iv
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.

v
International Standard ISO 21800:2025(en)
Guidance for organizations to increase consumer
understanding of online terms and conditions
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
There are no normative references in this document.
3 Terms and definitions
For the purposes of this document, the following terms and definitions apply.
ISO and IEC maintain terminology databases for use in standardization at the following addresses:
— ISO Online browsing platform: available at https:// www .iso .org/ obp
— IEC Electropedia: available at https:// www .electropedia .org/
3.1
accessibility
extent to which products, systems, services, documents, information, environments and facilities can be
used by people from a population with the widest range of user needs, characteristics and capabilities to
achieve identified goals in identified contexts of use
[SOURCE: ISO 25550:2022, 3.2, modified — “documents, “information” added.]
3.2
consumer
individual member of the general public who is the end user of goods, services and/or digital content (3.5)
for their own private/domestic use
Note 1 to entry: The term “consumer” includes users and potential end users.
Note 2 to entry: The end user is not necessarily the customer who purchased.
[SOURCE: ISO/IEC Guide 76:2020, 3.5, modified — “goods, services and/or digital content for their own
private/domestic use” replaced “services or service-related goods (e.g. a smart speaker)”. Examples deleted
from Notes 1 and 2 to entry.]
3.3
vulnerable consumer
state in which an individual can be placed at risk of harm during their interaction with a service provider
due to the presence of personal, situational and market environment factors
[SOURCE: ISO 22458:2022, 3.5, modified — “vulnerable consumer” replaced “consumer vulnerability” as the
term.]
3.4
data
representation of information in a formal manner suitable for communication, interpretation or processing
by human beings or computers
[SOURCE: ISO 10303-2:2024, 3.1.207]
3.5
digital content
data (3.4) which are produced and supplied in digital form
3.6
organization
person or group of persons operating the digital platform that has its own functions with responsibilities,
authorities and relationships to achieve its objectives
Note 1 to entry: The concept of organization includes, but is not limited to, sole-trader, company, corporation, firm,
enterprise, authority, partnership, association, charity or institution, or part or combination thereof, whether
incorporated or not, public or private.
1)
[SOURCE: ISO 9000:—, 3.1.1, modified — “persons operating the digital platform” replaced “people”. Note
2 to entry deleted.]
3.7
online terms and conditions
online T&Cs
agreement provided by an organization (3.6) through a digital platform (e.g. websites, apps, applets), which
provides an overview of the digital platform and sets out the rights, obligations and liabilities between the
organization and a consumer (3.2)
Note 1 to entry: Online T&Cs include, but are not limited to, user agreement, sales agreement, privacy policy, copyright
statement, disclaimer and usage terms.
3.8
key terms
key information that a consumer (3.2) needs to make a fully informed decision regarding whether or not to
enter into a contract, or whether and how to enforce their rights in the event of a dispute
Note 1 to entry: This information includes business identity and contact details (including offline contact details), the
quantity and quality of goods or services, price, unit price (where relevant) and return information.
Note 2 to entry: What is key information should be considered in the context of the specific contract.
4 Guiding principles
4.1 Protecting consumers
The organization should formulate, design and present online T&Cs from the perspective of protecting
consumers’ interests and enabling them to make fully informed decisions regarding the contract, to ensure:
a) a fair balance between business and consumer interests, minimizing risks of harm;
b) that consumers entering into contracts online receive at least the same level of protection as those
contracting offline.
4.2 Fairness
The organization should communicate with consumers fairly and honestly at all stages of their relationship.
1) Under preparation. Stage at the time of publication: ISO/DIS 9000:2025.

The organization should actively avoid practices that mislead and potentially cause harm to consumers,
particularly with respect to vulnerable consumers.
4.3 Transparency
The organization should provide complete, accurate and not misleading online T&Cs regarding the goods,
services and/or digital content. T&Cs should be clearly named, e.g. “Terms and Conditions”, and should
be easily accessible by one-click access from the website’s home
...