Refusal of Sale or Commercial Service: Practical Guide

On Sunday, Sonia goes to a restaurant with her friends. The latter can enter without any difficulty. However, the restaurant manager refuses Sonia entry on the grounds that she is wearing a headscarf.

What Does the Law Say?

Private establishments open to the public cannot refuse access to their premises on discriminatory grounds: health status, disability, appearance, or religion, etc.

The only legal exceptions for refusing a customer are related to what could disturb public order:

• The customer shows aggressive or dangerous behavior
• They are dressed inappropriately (for example, they are naked)
• They are visibly drunk and ordering alcohol
• They are underage and ordering alcohol
• They refuse to put out their cigarette
• They are known for leaving without paying

The concept of “goods or services” is broadly interpreted. It extends to all things that can be the object of a right, and which represent a monetary value or advantage.

Are Merchants Obligated to Sell to Consumers?

The answer is yes, indeed if they refuse without legitimate reason, they can be criminally sanctioned. The sanctions are even more severe if this refusal is based on discrimination (age, sex, origin, belief, etc.).

What Should I Do?
• Remind them of your status as a customer and that the reason given is discriminatory.
• Collect testimonies from people present.
• Contact the customer service of the said establishment.
• Contact the CCIE who will provide you with support and legal assistance.
• File a complaint with the public prosecutor
• You can also seek compensation for your damages before civil courts.
• Report the refusal to the General Directorate for Competition Policy, Consumer Affairs and Fraud Control (DGCCRF). If, following an investigation, it finds an infraction, it can order the professional to cease their practices or forward the case to the public prosecutor.

REFERENCE TEXTS:

• Articles 225-1 and 225-2 of the Penal Code.
• Article L.122-1 and article L.121-11 paragraph 4 of the Consumer Code.
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