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 organizations 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 organizations 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, recognizing that consumers increasingly deal with international organizations.
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.
Development of the standard was informed by the UK Government’s 2019 guidance Improving consumer understanding of contractual terms and privacy policies: evidence-based actions for businesses. The work was supported by BSI and approved through ISO’s Consumer Policy Committee (ISO COPOLCO). The New Work Item Proposal (NWIP) was developed by BSI Consumer Policy in collaboration with the Consumer and Public Interest Network (CPIN), drawing on the findings set out in the UK Government’s guidance.
By setting out clear and internationally recognized good-practice principles, the standard aims to improve accessibility and transparency and support better outcomes for both consumers and organizations. The goal is to help improve customer understanding and satisfaction, reduce the likelihood of complaints and disputes, and support organizations in minimising reputational and compliance risks. By demonstrating responsible business behaviour and transparency, organizations can also build greater consumer trust and confidence in their digital services.
Anne Hayes, Director of Sectors and Standards Development, BSI, said “We’ve all signed up to a contract online and been left baffled by complex and lengthy terms and conditions. There’s simply no reason for this. As online and cross-border transactions continue to grow, it’s essential that consumers can easily understand what they are agreeing to. BS ISO 21800 sets out internationally recognized good practice for making online terms and conditions clearer and more accessible. By following this guidance, organizations can support informed consumer choices, reduce complaints and disputes, and demonstrate responsible business behaviour, helping to build trust in the digital marketplace.”
Learn more about BS ISO 21800 by visiting the BSI website.
