Upcoming LeySAC: Certified Email for Automatic Subscription Renewal Compliance

In May 2025, Spain will approve the new Customer Service Law (LeySAC), a regulation designed to modernize how companies interact with their customers. One of its most relevant provisions establishes that companies must notify consumers at least 15 days before any automatic subscription renewal.

This directly affects services such as streaming platforms, gyms, digital publications, and any other recurring subscription model. The challenge for companies is not only to send these notices, but also to prove that they were delivered correctly and within the legal timeframe. This is where certified email becomes an essential tool.

Why is this measure being introduced?

The objective of the new law is to encourage more responsible consumption. Many consumers forget to cancel trial periods or promotional offers and continue paying for services they no longer use.

With LeySAC, companies must notify customers of contract expiration and clearly explain what happens if no action is taken. If the customer does not cancel, the subscription will continue, but always with prior notice that can be demonstrated.

Which companies does it apply to?

LeySAC applies on two levels:

• All companies that provide certain basic services of general interest in Spain, including:

  • Water and energy supply and distribution
  • Passenger transport (air, rail, maritime, bus, etc.)
  • Postal services
  • Pay-per-view or subscription audiovisual services
  • Electronic communications (including telecom and internet)
  • Financial services (with sector-specific regulations prevailing)

• All large companies, regardless of sector.
  For this purpose, a large company is defined as one with more than 250 employees or an annual turnover above €50 million.

In summary, the law applies if a company operates in one of the basic service sectors, or if it qualifies as a large company.

How to ensure legal compliance?

The law requires not only sending notifications, but also demonstrating that they were sent in the required form and with the necessary advance notice. Certified email is the most effective way to meet this requirement, as it offers:

1. Reliable proof of sending and receipt
   Certified email generates digital evidence of delivery, including message content, attachments, and timestamps, which can be used in case of audits or disputes.

2. Documentary compliance
   Companies can provide legally valid records during inspections or sanctioning procedures.

3. Automation and integration
   Certified email can be integrated into CRM or billing systems so that notices are automatically sent 15 days before renewal. This guarantees compliance without increasing manual workload.

4. Cost efficiency
   Certified email is at least 30 times more cost-effective than postal certified communications, making it the most scalable option for recurring obligations.

5. Customer trust
   Customers value transparency. Receiving a certified notice increases confidence in the service and reduces complaints caused by misunderstandings or forgotten renewals.

A step towards more transparent customer relationships

This measure protects consumers but also benefits companies that want to build long-term relationships based on clarity and trust. Certified email is not only a compliance tool, but also a way to reduce disputes, strengthen brand reputation, and improve the customer experience.

LeySAC also introduces other obligations in customer service, including:

• A maximum waiting time of three minutes on customer service phone lines
• A ban on exclusively automated attention systems
• A maximum of 15 days to resolve customer complaints

Frequently Asked Questions (FAQ)

What happens if a company fails to notify customers of renewal?

Companies may face penalties, sanctions, or consumer claims if they do not comply with the 15-day notification requirement.

Why is certified email better than a regular email?

Certified email provides legally valid evidence of message content, delivery, and timing—something a standard email cannot guarantee.

In summary

The new Customer Service Law represents a turning point in digital consumer protection. It requires companies to be proactive in communicating with customers and to adopt solutions such as certified email, which ensure legal certainty, efficiency, and transparency.

If your company offers subscription-based services, now is the time to review your communication processes and ensure compliance with the new requirements.

Ready to move to certified email? Contact us today and anticipate the obligations of the new law in a simple and secure way.