In order to further align its practices with EU law, Google has, according to information obliged by the European Commission to make changes to several of its products. It’s all about transparency. Following a dialogue with the Consumer Protection Cooperation (CPC) network, which started in 2021 and was coordinated by the European Commission and led by the Dutch Consumers and Markets Authority, Google has agreed to amend the points raised by the authorities, in particular on Google Store, Google Play Store, Google Hotels and Google Flights to ensure compliance with EU consumer law:
Overview of commitments made:
Google has committed to limiting its ability to unilaterally change prices or cancel orders and to providing an email address reserved for consumer protection agencies to report illegal content and request its prompt removal.
In addition, Google agreed to change some of its practices, e.g. e.g.:
Google Flights and Google Hotels:
- Make it clear to consumers whether they are contracting directly with Google or whether Google is merely acting as an intermediary;
- make visible the reference price for discount promotions on the platform and clarify the fact that reviews in Google Hotels are not checked;
- adhere to the same transparency obligations as other major accommodation platforms when it comes to providing information to consumers – e.g. e.g. in relation to prices or availability.
Google Play Store and Google Store:
- provide clear pre-contractual information about delivery costs, right of withdrawal and availability of repair or replacement options. In addition, Google will also facilitate information about the respective company (e.g. registered name and address) and direct and effective contact options (e.g. direct personal assistance by telephone).
- clarify how to search different country versions of the Google Play Store and how to inform developers about their obligations under the Geo-blocking Regulation to make their apps accessible across the EU. Consumers should also be able to use means of payment from any EU country.
EU Justice Commissioner Didier Reynders said: “Even almost three years after the start of the COVID-19 pandemic and the subsequent lockdowns, more and more consumers are booking their holidays online, making their purchases online or checking out a review. EU consumers have the right to clear and complete information so they can make informed choices. Google’s commitments are a step in that direction. We call on Google to fully comply with the geo-blocking regulation and ensure consumers can enjoy the same rights and access the same content across the EU.”
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