Can a Connecticut business make a retention offer when a customer calls to cancel?
Quick answer
Yes, but only after clearly telling the caller they can cancel at any time by saying "cancel". Once they say it, you must process the cancellation promptly and not obstruct or delay. Since July 1, 2026, a cancel phone line must be answered promptly during business hours, and cancel voicemails handled within one business day (Conn. Gen. Stat. 42-158ff(e)(3)).
What does the law say? Key facts and official sources
| Item | What the law says | Source |
|---|---|---|
| Start date | On and after July 1, 2026, as amended by Public Act 25-44, section 7 | Official source |
| Cancel methods | At least one of: a prominent direct link or button, a reply-able email, or (from July 1, 2026) a telephone number the consumer may retain, clearly and conspicuously displayed on the business website, if any (42-158ff(e)(2)) | Official source |
| Online signups | A business that enters into the agreement online must let the consumer cancel online, without any offline step (42-158ff(e)(1)) | Official source |
| Phone line | Promptly answer all calls during normal business hours; do not obstruct or delay (42-158ff(e)(3)(A)) | Official source |
| Voicemails | Within one business day, process the cancellation or return the call; if the voicemail has enough information and you cannot reach the consumer, cancel within one business day (42-158ff(e)(3)(A)) | Official source |
| Retention offer | Allowed (discounted offer, retention benefit or information on the effect of cancelling) only if you first clearly and conspicuously say the consumer may cancel at any time by stating "cancel" (42-158ff(e)(3)(B)) | Official source |
| After "cancel" | Promptly process it and do not otherwise obstruct or delay (42-158ff(e)(3)(B), (e)(4)) | Official source |
| Violation | An unfair trade practice under 42-110b(a) (42-158ff(f)) | Official source |
| Enforcement | After a hearing, the Commissioner of Consumer Protection may impose a civil penalty up to the amount in 42-110o(b), order restitution, or both (42-110d(d)) | Official source |
| Last verified | October 26, 2026 | Astor Ventures |
What must I say before the save offer?
Before presenting any offer, benefit or information, clearly and conspicuously tell the caller that they may complete the cancellation at any time by saying "cancel" or similar words (42-158ff(e)(3)(B)). If they then say it, process the request promptly.
What if the customer leaves a voicemail?
Not later than one business day after the voicemail, either process the cancellation or call back about the customer's intentions. If the voicemail has enough information to cancel and you cannot reach the customer, you must cancel within that one business day (42-158ff(e)(3)(A)).
Do I have to offer a phone line at all?
No. Subsection (e)(2) requires at least one of: a link or button, a reply-able email, or a phone number. If the customer signed up online, they must be able to cancel online (e)(1). The phone rules apply if you keep a number for this purpose.
Want it done in an afternoon? The Connecticut click-to-cancel kit turns these rules into fill-in templates, a checklist and a tracker, with the official sources quoted. One-time payment, instant download.
What else do people ask?
What is the fine?
A violation is a CUTPA unfair trade practice (42-158ff(f)). See our CUTPA fine guide for the penalty amounts.
Do I also need an annual reminder?
Yes. Since July 1, 2026, a business with an automatic renewal or continuous service provision must send an annual reminder with the charges and how to cancel (42-158ff(d)).
Are banks, insurers and utilities covered?
No. Agreements with banks and credit unions, entities regulated by the Insurance Department, businesses regulated by PURA, the FCC or FERC, and national audiovisual services are excluded (42-158ff(a)(4)).
Is this legal advice?
No. General information only.