Streaming services, apps, games, and software are "digital content" under Part 1, Chapter 3 of the Consumer Rights Act 2015. They must meet the same three statutory standards as physical goods: satisfactory quality, fit for purpose, and as described. When they do not, you have legally enforceable rights.
The three quality standards
Satisfactory quality means the content must meet the standard a reasonable person would consider satisfactory, taking into account its price and any description. A premium streaming service that buffers constantly or is unavailable for extended periods does not meet this standard. Fit for purpose means it must do what you told the trader you needed it for — if you asked specifically about a feature and the service lacks it, you have grounds. As described means the service must match its advertising and the information given before you subscribed.
What you can claim: repair, replacement, or price reduction
Unlike physical goods, there is no 30-day right to reject digital content (unless you are rejecting the whole subscription and can show the service was fundamentally defective from the start). Your primary remedies are: (1) repair or replacement — the trader must fix the defect or provide a new version within a reasonable time and without significant inconvenience; (2) if repair or replacement is impossible, disproportionate, or fails, you are entitled to a price reduction. The reduction must be an appropriate proportion of the total price — for example, if the service was unavailable for one week in a monthly subscription, the reduction would be roughly 25% of that month's fee. Importantly, a trader cannot exclude these rights by contract — any term purporting to do so is unfair and void under the Act.
Service outages: when you are entitled to a refund
A significant or persistent outage is a breach of the satisfactory quality standard. A County Court ruling confirmed in May 2026 that a 72-hour streaming outage entitled consumers to a proportionate price reduction. You do not need to prove the outage was the trader's fault — the obligation is strict. Write to the trader citing the Consumer Rights Act 2015, s.42 and specifying the dates and duration of the outage.
Subscription cancellation rights
Under provisions of the Digital Markets, Competition and Consumers Act 2024 in force from October 2026, traders must provide a cancellation mechanism at least as easy to use as the sign-up process. They must also send a reminder before annual renewals. If you did not receive the reminder, you have a right to a refund of the renewal payment. Cancellation may not remove your right to a price reduction for past failures.
How to complain effectively
Write to the trader's customer service team, citing the Act and specifying exactly what failed and when. Keep screenshots, records of outage dates, and your subscription receipts. If the trader rejects your complaint, use their Alternative Dispute Resolution (ADR) scheme if they have one — many subscription services use an ombudsman or arbitration scheme. If they do not, you can make a small claims court claim — the fee for a claim under £1,000 is £70. Citizens Advice has a step-by-step guide for digital product complaints. If a trader is engaging in systematic unfair practices, the Competition and Markets Authority (CMA) accepts complaints about subscription traps and unfair cancellation practices.