← FFCheckComplaintsRO
Subscriptions · Romania
Checked 2026-09-30

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

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 Romania

The trader is liable if digital content or a digital service is not supplied or does not conform. For one-off supply, it is liable for defects existing at supply that appear within five years; for continuous supply, throughout the contract period.

  • The trader must prove it supplied the content. For one-off supply it must also prove conformity for defects found within one year; for continuous supply, throughout the supply period. (cdep.ro)
  • If nothing is supplied, ask the trader to supply it; if it still does not, without undue delay or within an agreed extra period, you can terminate. You can terminate at once if it refuses or the date was essential. (cdep.ro)
  • The trader must bring the content into conformity free of charge, within a period agreed in writing of at most 15 calendar days from when you informed it. Otherwise you can ask for a price reduction or terminate. (cdep.ro)
Law: art. 10, 11, 12 și 13 din OUG nr. 141/2021
Official source: cdep.ro · 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).

ANPC — Direcția de Soluționare Alternativă a Litigiilor (SAL)Out-of-court resolution of national and cross-border disputes between consumers and traders.🔗 reclamatiisal.anpc.ro
Autoritatea Națională pentru Protecția Consumatorilor (ANPC)National consumer authority; accepts online complaints about traders.🔗 eservicii.anpc.ro

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

Centrul European al Consumatorilor România (ECC România)Free help with disputes against traders in another EU country, Norway or Iceland.🔗 eccromania.ro
Judecătoria — procedura cu privire la cererile de valoare redusăSimplified written court procedure for claims up to 10,000 lei; no lawyer required.🔗 portal.just.ro

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 Romania”
  • “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→

More free tools for Romania

Who do I contact?Who do I contact?100+ things that go wrong — money, housing, work, safety, health, papers, government — and the one desk in Romania that actually handles each: phone, site, and what to say when they pick up.Before it goes wrongCan I?What is allowed, what is not, which permit you need — with the official source.⚡Electricity & gasThe rules that protect you as an electricity and gas customer in Romania, and who to contact. Every fact is checked on an official source.