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Subscriptions · Luxembourg
Checked 2026-09-30

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

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 Luxembourg

For a one-off supply, the trader is liable for lack of conformity that appears within two years; for continuous supply, throughout the supply period. You can demand conformity, then a price reduction or termination. If nothing is supplied, ask the trader to supply, then terminate.

  • For a one-off supply the trader must prove conformity for defects appearing within one year; for continuous supply, throughout the supply period. (data.legilux.public.lu)
  • You can terminate at once if the trader says it will not supply, or misses a moment that was agreed to be essential for you. (data.legilux.public.lu)
  • Report the defect within the liability period; you then have two years from that report to bring your claim. (data.legilux.public.lu)
Law: articles L. 212-18 à L. 212-21 et L. 212-27 du Code de la consommation
Official source: data.legilux.public.lu · 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).

Service national du Médiateur de la consommationFree mediation with a trader established in Luxembourg after you tried to settle directly; usually within 90 days.🔗 mediateurconsommation.public.lu
Direction de la protection des consommateursGovernment consumer-protection service: informs consumers and carries out inspections and market controls.📞 +352 247 73700 🔗 mpc.gouvernement.lu

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

Centre Européen des Consommateurs GIE LuxembourgHelp with disputes with a trader in another EU country, Iceland or Norway.📞 +352 26 84 64 - 1 🔗 cecluxembourg.lu
Justice de paix – ordonnance conditionnelle de paiementSimplified payment order for money claims up to €15,000 against a debtor living in Luxembourg; no lawyer needed.🔗 justice.public.lu

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 Luxembourg”
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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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