Digital content rights

Your legal rights when buying or subscribing to digital content and how to get your money back or claim compensation when things go wrong.

Last updated on 25 June 2026

In this guide…

  • Whether you’re downloading films, books or games, the law says they must be of satisfactory quality, as described and fit for purpose.
  • If the digital content you’ve paid for is faulty, not as described or doesn’t do what it’s supposed to, you should be offered a repair or replacement.
  • You will be entitled to some or all of your money back if the fault can’t be fixed or hasn’t been fixed within a reasonable time or without significant inconvenience.
  • You have a 14 day right to change your mind and get a full refund on any digital content you buy if you haven’t already downloaded the content.
  • Businesses must offer repairs or compensation if free or paid-for digital content damages a device
  • Got a problem? Complain first to the business you bought your digital content from. This is who your rights are with. If you don’t get a response or you’re not happy with it then look next at the way you paid. You could have the right to claim your money back via your bank or credit card provider. 

UK consumer rights for digital content: apps, games, music & more

You have rights when you buy digital content – whether you’re downloading music, films or games, or buying computer software or mobile apps. The Consumer Rights Act 2015 says that the digital products you buy must be of satisfactory quality, fit for purpose and as described.

What does this mean?
  • Satisfactory quality – Digital products or content you buy need to be in good condition and without fault or damage – though you might reasonably accept some minor defects that will be fixed with upgrades over time. Digital content should work properly for a reasonable amount of time based on what you paid.
  • As described – Digital content must match the description given or shown to you at the time of purchase. When digital products are upgraded they must still match the description, though they can contain new features or enhancements that are not part of the original description.
  • Fit for purpose – You should be able to use the digital content for what it was advertised for, or the purpose given in its description, and it should last a reasonable amount of time.

These rights apply when you have paid for the content – either as part of a single payment or an ongoing subscription.

Protecting yourself before you buy digital content

Check before you buy:
  • Device compatibility: Verify the app/game works on your device and OS version 
  • Storage requirements: Ensure you have enough space (games can be 50GB+) 
  • Internet requirements: Check if you need constant internet connection 
  • In-app purchases: Know if the app is truly “free” or requires purchases to function properly 
  • Subscription terms: Understand what you’re committing to and how to cancel 
  • Reviews: Read recent reviews (not just overall ratings) for current issues 
  • Refund policy: Know the platform’s specific refund terms before purchasing
Questions to ask:
  • Does this require a subscription after the initial purchase? 
  • Can I use this offline? 
  • Will this work on my specific device model? 
  • Are there hidden costs (in-app purchases, expansions)? 
  • What happens if the company shuts down the service?
For expensive software or games (£30+):
  • Look for a free trial or demo first 
  • Check system requirements match your device specifications 
  • Read professional reviews from trusted sources 
  • Verify the company has good customer service reputation 
  • Understand the license terms (can you install on multiple devices?)
Red flags to watch for:
  • Very new apps with few reviews 
  • Complaints about “bait and switch” (free app that doesn’t work without purchases) 
  • Recent reviews mentioning technical problems 
  • Apps requesting unusual permissions 
  • Suspiciously cheap prices for premium content

How to get refunds for faulty apps, games & digital downloads

You have a 14 day right to change your mind and get a full refund on any digital content you buy. You will not have the right to change your mind if you have already downloaded the content – but you need to be told this and to have acknowledged you’ve been told this.

You have certain rights when things go wrong with digital content you’ve bought:

You will be entitled to some or all of your money back if the fault can’t be fixed or hasn’t been fixed within a reasonable time or without significant inconvenience

You’re entitled to a repair or replacement when digital content is faulty – this includes if the digital content is not compatible with your phone or other devices

Platform refund policies

While UK law gives you strong consumer rights, major digital platforms often offer additional voluntary refund policies: 

Apple App Store & iTunes:
  • Voluntary refund policy allows refunds for “accidental purchases” or if an app “doesn’t work as expected” 
  • Request refunds through reportaproblem.apple.com within 90 days
  • Evaluated case-by-case; not guaranteed but often granted 
Google Play Store
  • Automatic refund window: 2 hours after purchase (instant refund, no questions asked) 
  • Extended refunds: 48 hours for apps/games if you contact Google with a valid reason 
  • In-app purchases: More limited, but possible for faulty content 
Steam (PC gaming):
  • Refund within 14 days if you’ve played less than 2 hours 
  • Automatic approval if you meet both conditions 
  • Pre-purchased games: Refundable anytime before release 
PlayStation Store:
  • 14 days after purchase if you haven’t downloaded or started streaming – Once downloaded, refunds only for faulty content 
  • Pre-orders: Refundable until release date 
Xbox/Microsoft Store:
  • Digital games: Refundable within 14 days if played less than 2 hours 
  • Apps: Similar 14-day window with limited use 

Important: These are voluntary policies and can change. They complement but don’t replace your legal consumer rights. If a platform refuses a refund under their policy, you can still pursue your legal rights under the Consumer Rights Act 2015.

Special rules for in-game purchases, loot boxes and virtual currency

In-game purchases (cosmetics, characters, levels, virtual currency, loot boxes) are covered by consumer rights, but with important considerations:

Your rights:
  • In-game items must work as described and be delivered to your account 
  • If you don’t receive what you paid for, you’re entitled to a refund 
  • If a game shuts down shortly after you made large purchases, you may be entitled to a partial refund
Loot boxes and random rewards:
  • You have a right to know the odds of receiving specific items (though not all games comply) 
  • If odds are misrepresented, you may have a claim for “not as described” – The items you receive must work properly 
Virtual currency:
  • Must be delivered to your account as purchased 
  • If you can’t spend it as advertised, you may be entitled to a refund 
  • Check whether it expires 
  • this should be clearly stated 
Children and in-game purchases:
  • Children cannot legally agree to contracts without parental consent 
  • If your child made unauthorised purchases without your permission, you can request a refund 
  • Contact the platform (Apple, Google, PlayStation, Xbox) immediately 
  • Most platforms have specific processes for unauthorized child purchases 
  • You may need to prove your child made the purchase without permission 
Account bans and purchases content:
  • If your account is banned, you may lose access to purchased content 
  • If the ban was due to a mistake by the company, you can claim for lost purchases 
  • If the ban was legitimate (you violated terms), you’re unlikely to get a refund 

Tip: Enable parental controls and purchase authentication on all devices children use to prevent unauthorized spending.

When you have the right to a full refund

Your rights to a full refund aren’t the same for digital content as they are with physical faulty products. You’re entitled to a full refund when digital content is completely unusable (an app that won’t open, an eBook that won’t download, a game that crashes on start-up). You may also get a full refund if a critical feature is faulty and makes the whole purchase unsatisfactory – for example, a movie that won’t play the last 30 minutes, or a music album missing half its tracks.

However, you may also have a claim for a full refund when a portion of the digital content is faulty leaving the whole experience unsatisfactory – for instance, a downloaded film doesn’t play the last five minutes.

Exceptions to your right to repair, replacement or refund

There are exceptions to these rights. You won’t be entitled to a refund, repair or replacement if you caused the damage to the digital products through misuse or accident, or if you knew about any problems before you bought the goods. 

You won’t be entitled to a refund, repair or replacement if you trialled the digital content or product before buying and didn’t spot any problems.

Claiming compensation when apps or downloads damage your device

You can ask for a repair or compensation if digital content damages a device – your phone or laptop, for instance – or other digital content you own.

It can help to find out first how much the problem will cost to be fixed, and then include a copy of the quote when you get in touch with the company you bought the digital content from. 

Any repairs must be carried out in a reasonable time and without significant inconvenience to you. Or, if a company agrees to pay you compensation, they have up to 14 days to make the payment.

When cloud services lose your data or content

If a digital service loses your data, game saves, photos, documents, or other content due to their fault: 

Your rights:
  • The service must be “fit for purpose” 
  •  if cloud storage can’t reliably store your files, it’s not fit for purpose 
  •  You may be entitled to compensation if you lose important data 
  • The company may be liable for losses caused by data loss 
What you can claim
  • Cost of recovering data (if possible) 
  • Cost of the service (refund of subscription fees) 
  • Consequential losses if the data loss caused you financial harm (e.g., lost work projects)
Important limitations:
  • You must have backed up important data the law expects reasonable precautions 
  • Read the service terms – many limit liability for data loss 
  • Act quickly – report data loss immediately and document everything 
Examples:
  • Cloud storage service deletes your files due to a technical error 
  • Game saves are lost due to server issues (not your device failure) 
  • Photos permanently lost due to service shutdown without warning

Tip: Never rely on a single cloud service for irreplaceable data. Always maintain backups of critical files, photos, and documents.

How to complain and get your money back

Contact the retailer first
  • Your rights are with the company you bought the digital content from so start by getting in touch with its customer services team. Do this in writing if you can so you have a record and try to include screenshots to illustrate the problem.
  • Explain the problem and be clear on whether you want a repair or replacement in the first instance. Be polite and stick to the facts. It helps to show you know your legal rights.
  • If you don’t get what you want then file a formal complaint to the company and tell them you intend to leave a bad review for others to see.
Other ways of getting your money back

There are other ways you can solve your problem if speaking to the company doesn’t work or they ignore your complaint

  • If you paid by debit card, you can ask for your money back using ‘chargeback’ which is a way for your card provider (including credit cards) to claim money from your retailer’s bank. You have 120 days from the transaction processing date and will need evidence that there has been a breach of contract. 
  • If you paid by credit card, you can ask for your money back using Section 75 of the Credit Card Act if you paid for all (or some) of the cost for digital content costing more than £100 but no more than £30,000. Speak to your credit card company to do this.
Escalating unresolved complaints
  • You can escalate your complaint to the Financial Ombudsman Service if you unsuccessfully tried to get your money back using Section 75.
  • You can also do this for an unsuccessful ‘chargeback’ claim if your bank won’t appeal to the retailer’s bank. If they have and the appeal fails then there is nothing else you can do.
  • Some retailers are members of an alternative dispute resolution (ADR) scheme who will look at your complaint and help you come to an agreement with the retailer. The trader is required to give you the name of any approved ADR body in their sector, and tell you if they’re a member.

As a last resort, you can take a seller to court to claim money you’re owed. This is known as taking someone to a ‘small claims court’ and it will cost you money and time. You have up to six years (or five years in Scotland) to make a claim this way.

Evidence to gather before complaining

Strong evidence significantly improves your chance of getting a refund:
Screenshots and videos:
  • Error messages or crash screens 
  • The product description/advertisement when you bought it 
  • App not working or missing features – In-app purchase receipts
Written records:
  • Purchase receipt/confirmation email 
  • Communication with the company 
  • Bank/credit card statements 
  • Reviews from others with the same problem
Technical information:
  • Your device model and OS version 
  • When the problem started – Steps you’ve taken to fix it
  • Whether it works on other devices
For device damage:
  • Photos of the damage 
  • Repair quotes from qualified technicians 
  • Evidence the content caused the damage (error logs, expert opinion)

Tip: Take screenshots immediately when you discover a problem. Evidence disappears when apps update or get removed.

Geographical restrictions and content availability

Your rights:
  • Digital content must be “as described” if you’re told content is available in the UK but it isn’t, you may have a claim 
  • If content is removed from your region after purchase, you may be entitled to a refund, especially if it happens shortly after you bought it
Common issues:
  • Apps or games not available in the UK App Store/Google Play 
  • Streaming content removed from your region 
  • Features unavailable in your country despite being advertised
Using VPNs to bypass restrictions:
  • Most terms of service prohibit using VPNs to access region-locked content 
  • If you’re caught, your account may be banned 
  • You’ll likely lose your legal consumer rights if you violated terms to make the purchase 
  • Purchasing content while traveling abroad may allow legitimate access, but check terms
What that to do:
  • If content becomes unavailable in your region shortly after purchase, request a refund
  • Check if content is available in your region before purchasing 
  • If regional availability isn’t clearly stated, ask before buying 

Geographical restrictions and content availability

NFTs and blockchain-based digital content
Your rights:

NFTs (non-fungible tokens) are unique digital tokens that exist on a blockchain, which is a type of online record (ledger) shared across many computers. The blockchain records who owns the NFT and tracks transfers between owners. Once information is added to a blockchain, it’s very difficult to change or delete.

An NFT usually acts as proof of purchase or ownership of a digital token, not ownership of the artwork, music, video or other content itself. The actual digital file is often stored elsewhere (for example, on a website or server) and linked to the NFT.

Your rights:
  • Buying an NFT often doesn’t give you copyright to the underlying artwork or content 
  • Read carefully what you’re actually buying (often just a receipt proving you bought something, not the thing itself) 
  • If the NFT marketplace or platform shuts down, you may lose access even though you “own” the NFT 
  • The technology is new and your legal protections are still being tested in courts
Red flags:
  • Promises of guaranteed value increases (likely a scam) 
  • Unclear about what rights you’re actually getting 
  • No clarity on where the actual digital file is stored – Pressure to buy quickly

NFTs are high-risk purchases. Only buy if you fully understand what you’re getting and can afford to lose the money.

Your rights when downloading ‘free’ digital content

You have limited rights for genuinely free digital content – it doesn’t need to be of satisfactory quality or fit for purpose. However, you do have the right to compensation if free content damages your device through negligence (such as a free app containing a virus). 

Remember: if you paid for anything related to the content (like in-app purchases), those purchases have full consumer protection even if the original app was free. For example, if a free mobile phone app contains a virus that goes on to damage your phone.

Some digital content may be described as ‘free’ but comes with another purchase – for instance, you buy a computer that comes with ‘free’ antivirus software. In these instances, your rights are the same as they would be if you’d paid for it.

Get free advice from the consumer helpline 

You can contact Citizens Advice consumer helpline if you need more help dealing with tricky companies.

Frequently asked questions about digital content

Can I get a refund if I don’t like an app after downloading it?

No, you cannot get a refund simply because you changed your mind after downloading. However, you have 14 days to get a refund BEFORE downloading. Once you download, you can only get a refund if the app is faulty, not as described, or doesn’t work as it should.

How long should an app or game last before it’s considered broken?

Digital content should last a “reasonable time” based on its price and type. A £50 game should work for years, while a £0.99 app may have a shorter expectation. Regular updates should maintain functionality. If content stops working due to the provider abandoning it, you may have a claim.

Can I get compensation if a virus in an app damages my phone?

Yes. If free or paid digital content damages your device due to negligence (like containing a virus or malicious code), you can claim for repairs or a replacement device from the company that provided the content.

Do I have the same rights for in-app purchases as for the app itself?

Yes. In-app purchases, subscriptions and digital add-ons are all covered by the same consumer rights. They must be of satisfactory quality, as described, and fit for purpose.

What if a game I bought gets shut down by the company?

If a game or service is shut down shortly after purchase, you may be entitled to a refund, especially if you paid for features that relied on the service continuing. The timeframe depends on how long you reasonably expected the service to last based on the price paid. Always check terms about server shutdowns before purchasing online games.

Can I return digital content if I bought it by mistake?

Only if you haven’t downloaded it yet – you have 14 days to cancel before downloading. Once downloaded, you can only return it if it’s faulty. However, some platforms (like Apple and Google) offer voluntary refund policies that go beyond legal requirements – check their specific policies.

Do my rights apply to free apps?

You have limited rights with truly free apps. However, if a free app damages your device through negligence (like containing a virus), you can claim compensation. If an app is “free” but comes with another purchase (like free software with a new laptop), you have full consumer rights.

About Consumer Voice

Consumer Voice helps people get back money they may be owed when companies get it wrong. We explain your rights clearly, so you can understand whether you may be owed compensation, whether you can join a claim, and what steps to take next.