The short version
General information, not advice
- Digital content must be satisfactory quality
- It must match description
- You may be entitled to repair or refund
- Faulty updates must be fixed
- Different rules apply once download begins
The things you buy and never hold in your hand are covered by consumer law too. Downloads, streaming services, apps and online subscriptions all count, and the law gives you rights if any of them is faulty, not as described, or simply doesn't work.
This is general information about UK consumer law. It is not legal advice.
What counts as digital content?
Digital content covers downloaded software, streaming subscriptions, e-books, online courses, apps, video games and cloud services. It does not matter how you came by it: you may have paid for it directly, received it bundled with a physical product, or got it "free" in exchange for handing over your personal data. The protections apply either way.
What the law requires
Digital content must be of satisfactory quality, fit for purpose, and as described. The same three standards apply to physical goods. Where updates are needed to keep the content working, the trader has to provide them, and if a trader has promised something like "lifetime updates," that promise can form part of the contract you can hold them to.
Putting a fault right
If digital content is faulty, the first remedy is repair or replacement. Where that isn't possible, you move on to a price reduction or a refund, and any refund is due within 14 days.
When faulty content damages your device
If defective digital content harms your device, the trader has to put it right, either by repairing the device or compensating you. The classic case is malicious or broken software that corrupts your laptop: you may claim the cost of the repair.
Cooling-off and the download exception
A distance purchase normally carries a 14-day right to cancel. With digital content there is a catch. You lose that right once the download begins, provided you consented to immediate access and acknowledged that you were giving up the right to cancel. The trader has to make this clear before you buy, not afterwards.
Subscriptions
Streaming and digital subscriptions have to disclose their renewal terms clearly, steer clear of hidden auto-renew traps, and offer a straightforward way to cancel. A subscription model that fails these tests may breach consumer law.
If you cannot resolve a problem, contact Citizens Advice (citizensadvice.org.uk, 0808 223 1133). For FCA-regulated digital financial products, the route is the Financial Ombudsman Service (financial-ombudsman.org.uk, 0800 023 4567).
Key takeaways
- Digital content is legally protected
- Faulty content must be fixed or refunded
- Download consent can remove cooling-off rights
- Damage caused by faulty content may be compensable
- Subscription terms must be fair
Common questions
Can I get a refund for a faulty app?
Yes, if it fails to function as described.
What if an update breaks the software?
The trader must fix the issue.
Can I cancel a streaming subscription anytime?
Usually yes after minimum term. Check contract.
Do digital rights differ from physical goods?
Yes, but legal protections still apply.
What if digital content damages my device?
You may claim repair or compensation.