Cancellation friction
Five save offers block the final exit
A fictional account shows a new discount, pause offer or survey after every click on “Cancel”, and the final confirmation appears only after five refusals.
Individual HTML example · Obstruction
Online signup requires telephone cancellation
A fictional streaming service accepts signup in three online steps but requires a weekday telephone call, repeated identity questions and a retention interview to cancel.
This is an original fictional comparison. It depicts no real business and is not a regulator finding, statutory category or legal safe harbour.
Online signup requires telephone cancellation
A fictional streaming service accepts signup in three online steps but requires a weekday telephone call, repeated identity questions and a retention interview to cancel.
Call us to discuss your plan. The online account offers no completed cancellation route.. Blocking step: upcoming. Obscured outcome: upcoming
End subscription online. Necessary verification, effective date and confirmation are handled in one route.. Completion step: upcoming. Recorded outcome: upcoming. Request recorded: Confirm end date
Why the first version can mislead: The route adds avoidable effort between the user’s stated intention and completion. In this streaming subscription example, the obstacle is: “The online account offers no completed cancellation route.” Evidence should show whether the alternative remains usable and whether “Confirm end date” reaches the represented state. Channel switching and avoidable delay may cause extra charges or prevent completion.
What a fairer design does: Provide a findable online route with proportionate verification and a durable cancellation receipt.
Show annotated differences (4)
Potentially problematic version
- The online account offers no completed cancellation route.Why this state matters: The route adds avoidable effort between the user’s stated intention and completion. In this streaming subscription example, the obstacle is: “The online account offers no completed cancellation route.” Evidence should show whether the alternative remains usable and whether “Confirm end date” reaches the represented state. Channel switching and avoidable delay may cause extra charges or prevent completion.
- Obscured outcome: upcomingReview prompt: How many steps, waits and channel changes separate “Weekdays 9 to 16 only” from the completed streaming subscription outcome?
Neutral alternative
- Necessary verification, effective date and confirmation are handled in one route.Fairer design: Provide a findable online route with proportionate verification and a durable cancellation receipt.
- Request recorded: Confirm end dateReview prompt: Count steps, waits, offers and channel changes through final confirmation; where does the route meet “The user is trying to terminate or opt out of an existing relationship”?
Review questions (3)
- How many steps, waits and channel changes separate “Weekdays 9 to 16 only” from the completed streaming subscription outcome?
- Count steps, waits, offers and channel changes through final confirmation; where does the route meet “The user is trying to terminate or opt out of an existing relationship”?
- Measure the same task through the clearest available route: does the effort difference persist once “Reasonable authentication and fraud controls” is accounted for?
Complete practice context
How this example relates to Cancellation friction
Ending an existing subscription, recurring service or permission is made difficult to find or complete through unnecessary steps or channel asymmetry. This is a design and research taxonomy for learning and evidence review, not a statutory offence label or an automatic finding that an interface is unlawful.
The full guide explains inclusion and exclusion criteria, potential harms, fairer design, evidence questions and separate Australian legal information layers. The example page isolates one scenario so it can be shared and discussed without reproducing the complete library on one page.
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Account deletion obstruction
Deactivation presented as deletion
A fictional platform labels a control “Delete account”, but the confirmation only hides the profile and leaves data and reactivation available indefinitely.
Account deletion obstruction
Deletion buried behind an unsupported ticket
A fictional retailer places account deletion behind six help pages and requires a support ticket containing an order number even for users who never ordered.
Sources and provenance for this example
Evidence base
Sources
- Dark commercial patternsOrganisation for Economic Co-operation and Development · Secondary · checked 2026-09-14 · OECD Digital Economy Papers No. 336
- Competition and Consumer Amendment (Unfair Trading Practices) Act 2026Federal Register of Legislation · Primary · checked 2026-09-14 · C2026A00064
- Competition and Consumer Act 2010, including Schedule 2: Australian Consumer LawFederal Register of Legislation · Primary · checked 2026-09-14 · C2004A00109
- Microsoft in court for allegedly misleading millions of Australians over Microsoft 365 subscriptionsAustralian Competition and Consumer Commission · Primary · checked 2026-09-14
- HelloFresh and Youfoodz in court over alleged subscription trapsAustralian Competition and Consumer Commission · Primary · checked 2026-09-14
- Manipulative conduct in the digital economy, pricing claims and competition in essential services among ACCC priorities for year aheadAustralian Competition and Consumer Commission · Primary · checked 2026-08-09