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Subscriptions · Estonia
Checked 2026-09-30

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

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 Estonia

For a one-off supply, the trader is liable for non-conformity that existed at supply and becomes evident within two years; for continuous supply, during the whole contract period. It must fix it free of charge first; otherwise price reduction or termination. If not supplied on request, you may terminate.

  • A non-conformity that becomes evident within one year of a one-off supply, or during the contract period for continuous supply, is presumed to be the trader's, unless your digital environment does not meet requirements you were clearly told about (VÕS § 62¹²). (riigiteataja.ee)
  • The two-month notice duty for goods does not apply to digital content or services (VÕS § 62¹¹ lg 3). Refunds after price reduction or termination are due within 14 days, free of charge (VÕS § 62¹⁷). (riigiteataja.ee)
  • If the trader changes the content or service to your detriment in a more than minor way, you may terminate free of charge within 30 days of the notice or the change, whichever is later (VÕS § 62¹⁹). (riigiteataja.ee)
Law: VÕS §-d 62¹¹–62¹⁴ ja 62¹⁷
Official source: riigiteataja.ee · 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).

Tarbijavaidluste komisjonIndependent committee at TTJA resolving consumer–trader disputes with Estonian traders; free; complain to trader first.🔗 ttja.ee
Tarbijakaitse ja Tehnilise Järelevalve Amet (TTJA)National consumer authority: consumer advice line, information on complaints to traders, supervision.📞 +372 620 1707 🔗 ttja.ee

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

Euroopa Liidu tarbija nõustamiskeskus (ECC Estonia)Part of TTJA: free help with cross-border disputes with traders in the EU, Iceland and Norway.📞 +372 620 1707 🔗 consumer.ee
Maakohus – lihtmenetlusSimplified court procedure for money claims up to 3,500 euros principal (7,000 euros with ancillary claims).🔗 riigiteataja.ee

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 Estonia”
  • “streaming service not working rights”
  • “game purchase broken refund”
  • “digital content faulty”
  • “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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