This includes requirements that: ■■ the product or service meets a clear, unique and genuine customer need ■■ customers are able to exit or downgrade from the product or product elements with minimal difficulty or cost ■■ an option to cancel without cost within a ‘cooling off ’ period is offered as standard, and there is minimal difficulty or cost to cancel or switch after this period has ended, and ■■ customer vulnerability is considered and the risk of causing customer detriment, including adverse impacts on customer outcomes, customer harm, distress, inconvenience, reduced choice and loss of opportunity or benefit, is mitigated.