Resolving an issue with digital content and services

What are your rights if you have a problem with digital content or a digital service?

This page explains your rights when digital content or services do not meet the terms of your contract. It outlines what businesses must do, how to request a refund or price reduction and how to resolve disputes.

What must a business do if digital content or services don’t work?

A business must resolve issues where the digital content or service does not work as set out in your contract. They must do this at no cost to you, within a reasonable time, and without significant inconvenience.

However, there are certain circumstances where your rights may not apply, for example if you failed to install a required update within a reasonable time.

Under the Consumer Rights Act 2022, you have six years to take a case for an issue with a digital content or digital service against a business in Ireland. The six years start from the date the digital content or service is supplied. If the digital content or service is supplied on an ongoing basis, the period begins when the service issue first occurred.

You should tell the business as soon as you notice a problem. If the issue arises within the first year, the business must prove they met the contract terms. You should also check that the issue is not caused by your digital environment (e.g. internet speed or browser).

What can you do if there’s a problem with digital content or service you have purchased?

You can ask the business for a refund or price reduction if the problem is serious, for instance:

• The business did not or cannot supply what you ordered
• The business cannot resolve the issue within a reasonable time
• The business cannot resolve the issue without serious inconvenience to you
• The same/different issue happens again despite the business trying to resolve it
• The business says it is too expensive to resolve your issue
• You do not have confidence that the business can resolve your issue

You can end the contract and request a refund if the business fails to supply the digital content or service on the agreed date.

How do you request a refund for faulty digital content or services?

You must inform the business in writing that you are cancelling your contract. You should return any goods provided and not use the digital content or service or on a rearranged supply date.

Once you return the goods, the business must:

• Refund you for the time the service was not provided
• Send the refund within 14 days
• Use the same payment method unless agreed otherwise
• Cancel any secondary services linked to the main service

How do you request a price reduction if there is a problem with a digital service you have purchased?

You should write to the business requesting a price reduction. The reduction should reflect the difference between the agreed price and the reduced value of the digital content or service because of the issue.

If you paid upfront, the business must provide the partial refund within 14 days using the same payment method (or another method if you agree) and without charging extra fees.

Can you withhold payment if there’s a problem with your digital content or service?

If you haven’t fully paid, you may withhold payment that reflects the reduced value of the service. You must first explain the issue to the business and notify them in writing of your intention to withhold payment. The amount you withhold must reflect the reduced value of the digital content/service due to the issue.

Always consider the business’s response before proceeding with this option.

How can you resolve a dispute with a business over digital content and services?

Start by contacting the business and explaining the issue. Most problems can be resolved directly. Know your rights under the Consumer Rights Act 2022. The digital content or service must:

• Work as described
• Match the contract
• Be the most up-to-date version unless agreed otherwise
• Include necessary accessories and instructions
• Match any advertisement or trial version
• Be correctly installed or include installation instructions
• Be supported by digital and security updates
  

Next steps to resolve your consumer rights issue

• Contact the business informally first, explain the problem and try to work it out.
• Keep a record of all contact and communications in case you need to escalate your complaint later.
• If the problem is not resolved, make a formal written complaint to the business. You can use the CCPC complaint letter templates which outline your consumer rights to help you.
• If you paid by card, you may have the option to request a chargeback from your bank or financial services provider.
• If your claim is for €2,000 or less, you can use the small claims procedure.
• If the problem is not easily resolved, we encourage you to also report the business to the CCPC. Your report will inform our advocacy and enforcement activities.
• For more guidance, please visit our how to resolve an issue section.