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Subscriptions · Bulgaria
Checked 2026-09-30

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

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 Bulgaria

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

  • One-off supply: the trader must prove conformity for a defect appearing within one year of supply. Continuous supply: the trader bears this burden for the whole contract period. The trader must also prove it supplied at all. (dv.parliament.bg)
  • Not supplied: ask the trader to supply it. If it does not do so without undue delay or within an agreed extra period, you can terminate; at once if it said it will not supply or the timing was essential. (dv.parliament.bg)
  • The burden-of-proof rules do not apply if your device or software is incompatible with requirements you were clearly told about before the contract; you must cooperate reasonably to check this. (dv.parliament.bg)
Law: чл. 14–17 от Закона за предоставяне на цифрово съдържание и цифрови услуги и за продажба на стоки
Official source: dv.parliament.bg · 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).

Общи помирителни комисии към КЗПFree out-of-court conciliation of disputes about goods and services, including tourism.🔗 kzp.bg
Комисия за защита на потребителите (КЗП)National consumer authority; explains your rights and takes complaints and reports.📞 0700 111 22 🔗 kzp.bg

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

Европейски потребителски център БългарияFree help with disputes with traders in another EU country, Iceland or Norway.🔗 ecc.bg

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 Bulgaria”
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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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