Digital Content Refunds: Chapter 3 CRA 2015

CRA 2015 Chapter 3: Digital Content Rights

Digital content (software, apps, ebooks, online services) sold under contracts are covered by CRA 2015 Chapter 3, which sets out the same protections as physical goods. The seller must provide digital content that is of satisfactory quality, fit for purpose, and matches the description. If it is faulty or misdescribed, you can demand refund, repair, or replacement.

The Three Tests for Digital Content Failure

Satisfactory Quality

Digital content must be fit for normal use. If an app crashes regularly, an ebook displays incorrectly, or software has significant bugs, it is not of satisfactory quality. You can demand a refund or replacement.

Fitness for Purpose

If you told the seller the specific purpose (e.g. "I need accounting software for small business"), the content must work for that purpose. If it does not, you have grounds for refund.

As Described

Digital content must match the description and features advertised. If the ebook or app has fewer features than advertised or does not work as described, you can claim breach.

Step-by-Step: How to Claim Refund for Faulty Digital Content

1. Document the fault: Take screenshots showing the problem, error messages, or proof it does not work. Note the date you purchased and the date you discovered the fault.
2. Contact the seller within 30 days: Email or use their support system requesting repair, replacement, or refund under CRA 2015 Chapter 3. Keep all correspondence.
3. Explain the breach: State clearly why it fails the satisfactory quality, fitness for purpose, or description test. Provide screenshots.
4. Request refund if repair fails: If repair is impossible or takes too long, demand full refund immediately.
5. If they refuse: Send a formal letter demanding refund, citing CRA 2015 Chapter 3, and threatening small claims court. Allow 14 days for response.
6. File small claims claim: Use MCOL to claim refund plus compensation for any device damage or loss caused by the faulty digital content.

Compensation for Device Damage Caused by Digital Content

If faulty digital content damages your device (corrupts files, causes system crashes, spreads malware), you can claim compensation for device repair costs on top of the refund. This is a powerful protection for serious faults. Example: if a security flaw in software allows a hacker to infect your computer, costing 300 pounds to repair, you can claim the software refund plus 300 pounds device damage compensation.

The 14-Day Distance Selling Cooling Off Period

If you bought the digital content online (distance sale), you have 14 days to cancel and receive a refund, even if it works perfectly. This applies to apps, ebooks, software, online courses. The 14-day period runs from purchase or delivery date. After 14 days, you can still claim under the three tests above (satisfactory quality, fitness for purpose, as described) but the automatic right to cancel expires.

Dispute Resolution and Escalation

If the seller refuses to refund, file a small claims court claim (MCOL, 35-154 pounds filing fee, claims up to 10,000 pounds). Courts take CRA Chapter 3 breaches seriously. If the digital content seller is based abroad, you can still sue in UK court under CRA 2015, but enforcement may be challenging. Contact Citizens Advice or a solicitor for guidance on international disputes.

When the Seller Claims No Refund on Digital Content

Many sellers wrongly claim "digital content has no refund policy" or "once downloaded it cannot be refunded". This is unlawful. CRA 2015 Chapter 3 does not allow sellers to contract out of consumer protections. Even if their terms say "no refunds", the law overrides this. If they refuse, escalate to small claims court.