What digital content and services are covered?
The Consumer Rights Act 2022 covers
digital content, for example, computer games, audio and video files and
digital services, for example, streaming services, cloud computing and social media.
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covered by consumer law.
If something goes wrong
If things go wrong it is always the seller who should put things right. The seller must resolve any issue, so the content or service meets what was agreed in the contract.
The seller must correct the issue for free, within a
reasonable time and without significant inconvenience to you. A reasonable time means the shortest possible time to fix the issue.
If it is not possible or too expensive for the seller to resolve the issue, you have the right to either a price reduction or refund. If the issue with the content or service is minor, you can only ask for a price reduction.
Right to a refund
If the seller does not supply the content or service you ordered and as agreed in the contract, you can ask them to provide the content or services as soon as possible.
You have the right to end the contract and get a refund where:
- The seller tells you they cannot or will not provide the content or service within the additional time
- You told the seller you needed the content or service for a specific date and the trader agreed to this
- The seller did not have the right to supply the content or service you ordered
What you must do to end the contract
You must tell the trader that the contract is being terminated. You can do this verbally or in writing.
You must not use the content or service you are cancelling and you must make sure nobody else uses it.
If the content came with any physical device, you must return this to the seller, if they ask for it. The seller must cover any costs for the return.
Where the content or service contract is terminated, any ancillary contract is also automatically terminated.
Getting your refund
The trader must give you your refund within 14 days. The refund must be in the same form as the original payment, unless you agree some other method. For example, if your original payment was in cash, you can insist on any refund also being in cash.