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Subscriptions · Malta
Checked 2026-09-30

📲 An app, game or streaming service doesn’t work: what now in Malta?

Short answer

Digital content and services — apps, games, software, streaming, cloud storage — must be supplied and must work as promised. If they don’t, the trader must fix it free of charge; if it doesn’t, you can get a price reduction or end the contract and get your money back.

⏱ DeadlineFor a one-off purchase, the trader is liable for defects for at least 2 years; for a subscription, for as long as it runs.

📜 Your rights

EUThe EU rule

EU consumer law applies in every EU country. Your country writes it into its own law — the national rule is below.

  • If the trader does not supply the digital content or service, you ask it to supply; if it still does not, without undue delay or within an extra period you agreed, you may terminate (Art. 13 Directive (EU) 2019/770).
  • If it does not work as agreed, you are entitled to have it brought into conformity free of charge, within a reasonable time (Art. 14).
  • You can get a price reduction or terminate if the trader does not fix it, the fault is serious, or the trader refuses (Art. 14(4)).
  • For a one-off supply the trader is liable for faults appearing within at least 2 years; for continuous supply, throughout the contract (Art. 11).
  • The trader has to prove the content was in conformity: for one-off supply for faults appearing within 1 year, for continuous supply throughout the contract (Art. 12).
  • After termination the trader refunds you without undue delay and within 14 days (Art. 16 and 18).
Official source: publications.europa.eu · Checked 2026-09-30

The rules in Malta

For digital content or a digital service supplied once, the trader is liable for any lack of conformity at supply that appears within two years. For continuous supply, it is liable during the whole supply period. You can ask for it to be fixed, then a price reduction or termination.

  • One-off supply: for a defect that appears within one year, the trader must prove the content or service conformed at supply. Continuous supply: the trader carries that burden for the whole supply period. (legislation.mt)
  • Not supplied: the trader must prove it supplied. Ask it to supply; if it still does not without undue delay, you can terminate. You can terminate at once if it says it will not supply or the timing was essential. (legislation.mt)
  • The burden does not shift to the trader if your device or software is incompatible with technical requirements you were clearly told about before the contract. You must reasonably cooperate in checking the cause. (legislation.mt)
Law: Regulations 4 and 10 to 13 of the Digital Content and Digital Services Contracts Regulations (S.L. 378.20)
Official source: legislation.mt · Checked 2026-09-30

🪜 Step by step

  1. Record the problemScreenshots, error messages, dates, device and version.
  2. Use the in-app support onceMany problems are account issues. Keep the ticket number.
  3. Send the letterIt asks the trader to supply or fix it, with a date.
  4. Not fixed?Ask for a price reduction or end the contract and get your money back.
  5. Paid through an app store?Your contract may be with the app store: send the letter there as well.

✉️ Your letter

Information, not legal advice. FFCheck is independent and not affiliated with any authority, court or company. The letter is a template filled with your details: you check it and send it yourself.

Fill in your details. The letter appears on this page: copy it into an e-mail or the trader’s contact form, or print it. Nothing you type is stored.

Name of the shop or company
What happened required
Short and factual, e.g. “the screen stays black after charging”.
Your full name
Optional, but a letter by post needs it.
Language of the letter

🧭 If the trader does not answer

Give the trader the time in your letter. Then, in this order:

An out-of-court dispute body (ADR) can settle it. The trader has to tell you which ADR body covers it (on its website, terms or in its reply).

MCCAA – Complaints and Conciliation Directorate (residual ADR entity)Residual consumer ADR body by law; offers ADR free of charge.🔗 mccaa.org.mt
Malta Competition and Consumer Affairs Authority (MCCAA) – Office for Consumer AffairsTakes consumer complaints after you complained to the trader and tries free conciliation.📞 +356 8007 4400 🔗 mccaa.org.mt

Trader in another EU country? The European Consumer Centre helps for free.

European Consumer Centre MaltaFree help with complaints against traders in other EU countries, Norway or Iceland.📞 +356 23952360 🔗 eccnetmalta.gov.mt
Consumer Claims TribunalDecides consumer claims against traders up to €10,000, after referral to the Director General for Consumer Affairs.📞 +356 21227070 🔗 mccaa.org.mt

European Small Claims Procedure: for cross-border claims up to €5,000, a written procedure without a lawyer. e-justice.europa.eu

The EU’s online dispute resolution platform (ODR) closed on 20 July 2025. Use the bodies on this page instead.

❓ Frequently asked questions

I paid with my data, not money. Does this apply?

Yes, the rules also cover content and services you get in exchange for personal data, not only for money.

Can the trader change the service later?

Only under the conditions of the contract and the law; for a change that harms you, you may usually end the contract.

Do I have 14 days to withdraw from a download?

Only until the download starts, if you agreed to immediate supply and accepted losing the right.

📎 Sources

Checked: 2026-09-30

🔎 What people search

  • “app not working refund Malta”
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  • “software not supplied letter”

🧭 Is this still correct?

We check this information carefully, but phone numbers, websites and rules change — and sometimes we get something wrong. Spotted a mistake or a change? Let us know below.

🔗 Related

🛠️Faulty goods→💳Unauthorised payment→↩️Return an online order→💶Refund not received→

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