Problem with an app, software or download

Summary

Make sure the digital product itself is faulty, and it’s not just a problem with your device or internet connection. Email the company and tell them the product’s faulty. Include screenshots (if you can), and mention the date you bought the product. “Under the Consumer Rights Act 2015, digital content should be of a satisfactory quality, fit for purpose and as described. My rights have been breached because the digital content you sold me is faulty. I would like you to fix it within a reasonable time.” If the company won’t fix the problem or are taking too long, you can ask for a refund. You can still keep the digital product even if you get your money back. You could try asking for a full refund, but the law doesn’t give you the right to one like it does with faulty goods. How much you’re entitled to depends on things like: * how long you’ve had the digital product You’re legally entitled to compensation if the fault has caused a problem with your device - for example if you installed a new program on your PC and it’s making your PC crash. The compensation should make up for the problem caused by the faulty digital product. 1\. Find out how much it’ll cost to fix the problem -.

Key information

• •how long you’ve had the digital product
• •Make sure the digital product itself is faulty, and it’s not just a problem with your device or internet connection.
• •Email the company and tell them the product’s faulty. Include screenshots (if you can), and mention the date you bought the product.
• •“Under the Consumer Rights Act 2015, digital content should be of a satisfactory quality, fit for purpose and as described.
• •My rights have been breached because the digital content you sold me is faulty. I would like you to fix it within a reasonable time.”
• •If the company won’t fix the problem or are taking too long, you can ask for a refund. You can still keep the digital product even if you get your money back.
• •You could try asking for a full refund, but the law doesn’t give you the right to one like it does with faulty goods. How much you’re entitled to depends on things like:
• •You’re legally entitled to compensation if the fault has caused a problem with your device - for example if you installed a new program on your PC and it’s making your PC crash.
• •The compensation should make up for the problem caused by the faulty digital product.
• •1\. Find out how much it’ll cost to fix the problem - ask a repair shop or try to get a quote online. This will also help you prove it’s the fault that caused the problem.
• •2\. Write to the company you bought the digital product from, with a copy of the quote and an explanation of the problem. Include screenshots and any other evidence you may have that the damage was caused by the faulty digital product. You can mention that you’re entitled to compensation under the Consumer Rights Act 2015.
• •If you paid by debit or credit card, there’s another way to get your money back. Contact your bank and say you want to use the ‘chargeback’ scheme. Many bank staff don’t know about the scheme, so you may need to talk to a manager.

Practical guidance

• •Source: [Problem with an app, software or download](https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/problem-with-an-app-software-or-download/)

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