Guides › Digital Content, Apps and Games › App, Game or Download Refund Refused
App, Game or Download Refund Refused
If an app, game, download or in-game purchase is faulty, you are entitled to a repair or replacement. If that fails or takes too long, you can ask for a refund or price reduction, though there is no automatic right to reject like with goods. If faulty content damaged your device, you can claim compensation.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Faulty Digital Content
What You Can Ask For
You may be entitled to a replacement, repair or part-refund. If the company will not fix the problem or takes too long, ask for a refund; the law does not give an automatic right to one as with faulty goods, and it depends on how long you have had it, how much you used it and the problem. In-game purchases on free apps are covered. If the fault damaged your device, you are entitled to compensation. source
Complaining
How to complain
Email the company saying the content is faulty, with screenshots and the purchase date. If it does not fix it, ask for a refund; if you paid by card, ask your bank about chargeback; check whether the company uses an ADR scheme; small claims court is a last resort. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 120 daysChargeback claimUsually, from realising there is a problem
Steps to Take
Step 1 of 5
Take screenshots of the fault and the purchase.
Step 2 of 5
Contact the seller or app store with the purchase date.
Step 3 of 5
Ask for a repair or replacement, then a refund.
Step 4 of 5
If you paid by card, ask your bank about chargeback.
Step 5 of 5
Ask whether the company uses an ADR scheme.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
The Seller or App Store
Ask in writing first.
Your Card Provider
Chargeback if you paid by card.
Citizens Advice Consumer Service
Free advice.
Good to Know
Small things that make your complaint stronger.
Check the developer before buying from smaller app stores.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.