Digital content - Digital content damaged device
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If you’ve paid for and downloaded something that damaged your device (whether it was an app, video or audiobook), you have certain rights.
If the damage is the fault of the supplier, they have to either repair the damage or compensate you appropriately.
This could mean that you’re due either the cost of the repairs or a replacement.
This doesn’t apply if you’ve downloaded free content, though – your best bet in this case is to get in touch with the service provider and explain the situation. They do have a certain responsibility to make sure their products and services are safe.You should know
Most of your rights come from the Consumer Rights Act and the Consumer Contracts Regulations.
The Consumer Rights Act sets out the way you should expect to be treated by a company when you buy digital goods, content or services.
This includes most video downloads, streaming services and ebooks.
The rest of your rights come from the Consumer Contract Regulations. These set out what you should expect from a contract for a service – and give you rules for cancelling a contract if it doesn’t deliver.
Taking things further
It can be tricky to know what to do when you can't resolve an issue with a company providing digital services. Generally speaking, it's best to try and escalate matters through their internal channels. Resolver will prompt you to escalate your case to the next level if necessary.
If you find that you're stuck paying for a service that you haven't received, you can consider contacting your bank to ask them to cancel your debit and issue a chargeback.
Unfortunately, the majority of companies offering digital content and services aren't members of an Alternative Dispute Resolution Scheme – this means that if your problems persist, you may have to consider taking the matter to small claims court. You should always seek legal advice before taking a case to court. You can also consider contacting Citizens Advice for more information.
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