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Digital Content, Apps and Games
Digital content you pay for, such as apps, games, software, e-books, music downloads and in-game purchases, is covered by the Consumer Rights Act 2015. If it is faulty you can ask for a repair or replacement, then a refund or price reduction if that fails. If faulty content damages your device, you may be able to claim compensation.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Your Rights
Repair or Replacement
The Consumer Rights Act 2015 gives you the right to a repair or replacement of faulty digital content. source
Refunds and Price Reductions
If a repair or replacement fails, or takes too long, you can claim a refund or a price reduction and keep the product. Unlike goods, there is no automatic right to reject for a refund; it depends on how long you have had it, how much you have used it and the problem. source
Damage to Your Device
If a fault in digital content causes a problem with your device, you are legally entitled to compensation. Get a repair quote and write to the company with the quote and evidence such as screenshots. 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 within 120 days of realising there is a problem
- 6 yearsLegal claim for faulty digital contentGenerally 6 years in England and Wales
Where to Go If It Is Not Put Right
Free routes to escalate, and when each one applies.
The Seller or App Store
Always start here, with screenshots.
Your Card Provider (Chargeback)
If you paid by debit or credit card and the seller will not help.
Citizens Advice Consumer Service
Free advice on your rights.
Steps to Take
Step 1 of 5
Take screenshots of the fault and note when you bought it.
Step 2 of 5
Email the company or app store and ask for a repair or replacement.
Step 3 of 5
If that fails, ask for a refund or price reduction.
Step 4 of 5
If your device was damaged, get a repair quote and claim it.
Step 5 of 5
If you paid by card, ask your bank about chargeback.
(Tap the numbers to reveal steps)
Evidence and Your Letter
Gather your evidence, then build a letter you can send in minutes.
Evidence Checklist
0 of 5 gatheredTap each one when you have it.
CPUKLetter Generator
How This Works
- 1
Tick off the evidence you already have, and see what is still missing.
- 2
Answer the letter questions. Your answers fill in the wording for you.
- 3
Copy or download the letter, check every detail, and send it yourself.
A template, not legal advice.
Watch Out For
Common traps and scams to avoid.
Fake apps copying well-known brands: download from official app stores.
In-game purchases by children: use the parental controls on the device or store.
Subscriptions that renew after a free trial: check the renewal date.
Recent or changing rules: tap to read
Checked 13 October 2026. The Citizens Advice page covers England.
Common Problems
Step-by-step help for a specific problem covered by this guide.
Company Guides for This Topic
Step-by-step help for specific companies.
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.
Not sure where you stand? Try our action plan tool or the free letter templates.
Sources and official links
- gov.uk/government/news/new-rights-for-consumers-when-buying-digital-content Checked 13 October 2026
- citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/problem-with-an-ap Checked 13 October 2026
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.