Law and guidance checked on 21 October 2026.
A paid legal-support package, service card or advice certificate arranged with a consumer loan may be a separate contract. Identify the provider, the consent date and the price before asking for a refund. Add-ons covered by Article 7 of Federal Law No. 353-FZ carry a special 30-calendar-day withdrawal right. Cancelling an add-on does not itself cancel the loan.
30 calendar days
The add-on withdrawal period runs from the date the borrower gave consent.
7 working days
The special provider refund deadline follows receipt of a timely withdrawal request.
Two recipients
Approach the provider first, then the lender under the separate fallback procedure.
When the special rule applies
Check that the paid service, work or product was offered when the consumer loan was provided. The application must identify the price and separate consent: the lender must not preselect consent boxes. The label “certificate” does not determine what was sold; the contract may cover services, ongoing access or another product.
Article 7(2.7) permits withdrawal from a service or work and from an unused product. Insurance has separate provisions, so the rules for a non-insurance package cannot simply be applied to every policy. A service bought independently later also requires a separate assessment.
Which deadlines to record
| Stage | Deadline | Evidence |
|---|---|---|
| Withdrawal sent to provider | 30 calendar days from consent | Consent, request and receipt evidence |
| Provider refund | No more than 7 working days after receiving a timely request | Statement and response |
| Fallback claim against lender if a third party fails to refund | After 30 calendar days have elapsed and no later than 180 calendar days after approaching the third party | First request and evidence of its date |
| Lender response | No more than 7 working days after receipt | Payment or reasoned refusal |
These are separate periods: the provider’s seven-working-day refund deadline does not mean the special lender claim becomes available on day eight. Article 7(2.12) lists grounds on which the lender may refuse; a bank payout is not unconditional.
How to withdraw and preserve documents
- Download the loan agreement, add-on application, offer and package terms that applied when you signed.
- Identify the contractual provider and payment recipient. The bank acting as intermediary may differ from the service provider.
- Send withdrawal through a method that proves the contents and receipt: the agreed account channel, a stamped duplicate or tracked post with an inventory.
- Give your refund account details. Keep the reference number, receipts, correspondence and bank statement.
- If the provider does not fulfil its duty, prepare a separate lender claim within the statutory window.
Keep a copy and evidence of delivery before handing over an original certificate. A refund does not require disclosure of your bank password, PIN or text-message security codes.
Refund amount and the remaining loan
Under Article 7(2.9), the refund is the amount paid less the price of the part of the service or work actually provided before the withdrawal was received. If the whole price is retained for “activation”, request the work description, dates and calculation. A contractual label alone does not prove the actual extent of performance.
Hypothetical example: the package cost RUB 30,000. If an actually delivered part worth RUB 4,000 is substantiated, the calculation is 30,000 − 4,000 = RUB 26,000. If performance or price is disputed, the evidence determines the outcome; this is not a promised refund percentage.
If borrowed funds paid for the package, withdrawal does not automatically reduce the outstanding loan. Check where the refund went, arrange partial early repayment if needed and obtain a revised schedule. Continue scheduled loan payments until the change is confirmed.
Template request to the provider
To [provider and address]. From [name and contact]. When arranging loan [number], on [date] I consented to the additional service [name] priced at [amount]. Under Article 7(2.7) and (2.9) of Federal Law No. 353-FZ, I withdraw from the service and request repayment of the amount paid less the price of any part actually provided before receipt of this request. Please substantiate any deduction with a calculation and evidence of performance. Refund account: [details]. Attachments: [agreement and payment evidence]. Date and signature.
This template concerns a non-insurance add-on associated with loan provision. Adapt it for goods, insurance or a payment made without consent.
Refusal or an expired 30-day period
Request a written response identifying the specific grounds. After the special period, withdrawal from an ongoing service may be assessed under Article 32 of the Consumer Protection Law with payment of actual expenses. That is a different mechanism; neither missing nor meeting one deadline automatically establishes a full refund.
If you did not give separate consent, preserve the documents and raise this expressly. Article 7(2.8-4) provides a special procedure for add-ons omitted from the application following a Bank of Russia remedial order. That period is linked to the order, not to any ordinary bank complaint.
A regulator complaint does not replace a monetary claim against the provider or suspend loan payments. Identify the defendant and whether a mandatory pre-court procedure applies, including the financial ombudsman where the dispute falls within that office’s competence.
Check your evidence before sending
Frequently asked questions
Can I write only to the bank?
If a third party supplies the service, send the initial withdrawal to that provider. The fallback lender claim has separate conditions and deadlines.
Is a full refund guaranteed?
No. The product type, timeliness and proven actual performance matter.
Does a refund close the loan?
No. Check the loan account, remaining balance and early repayment procedure. Refunding an add-on and closing a loan are separate actions.
Is cancelling the package the same as cancelling insurance?
No. Identify the product components and contracting parties; insurance has special rules.