What happens if you download a faulty app?

YOU might be entitled to a replacement, repair or part-refund if something’s gone wrong with software, a download or an application you bought on or after 1 October 2015.

You have legal rights if there’s a fault with digital products (or ‘digital content’) such as: games, ringtones, e-books and online journals, in-game purchases on free mobile apps, film, music and TV streams or downloads or software you’ve downloaded

The fault could be that it’s not compatible with your device (e.g. phone, tablet or laptop), even though it said it would be.

Make sure the digital product itself is faulty, and it’s not just a problem with your device or internet connection. If you bought the digital product before 1 October 2015, the law doesn’t give you clear rights.

Check your terms and conditions – they might have been emailed to you, otherwise contact the company you bought the digital product from and ask to see them. Email the company and tell them the product’s faulty. Include screenshots (if you can), and mention the date you bought the product.

Write: “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, How much you’ve used it and what the problem is

You’re legally entitled to compensation if the fault has caused a problem with your device – for example if you installed a new programme on your PC and it’s making your PC crash.

The compensation should make up for the problem caused by the faulty digital product.

Take the following steps:

1. Find out how much it’ll cost to fix – ask a repair shop or get a quote online. This will help you prove it’s the fault that caused the problem.

2. Write to the company you bought the product from, with a copy of the quote and an explanation. Include screenshots and other evidence you may have that the damage was caused by the product. You can mention that you’re entitled to compensation under the Consumer Rights Act 2015.

If you paid by debit or credit card, you could contact your bank and say you want to use the ‘chargeback’ scheme.

If you paid any other way, contact the Citizens Advice consumer helpline - an adviser can give you more detailed advice over the phone or by email.

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You can get help, information and advice from your local

Citizens Advice or visit www. citizensadvicewokingham.org.uk or contact Citizens Advice Wokingham at Second Floor, Waterford House, Erftstadt Court, Wokingham RG40 2YF. Tel: 0300 330 1189. email: public@citizensadvicewokingham.org.uk