Skip to content
Emergency

Software, e-book, download: cancellation for digital content

For digital content (downloads, software, e-books, in-app purchases) special rules apply: the 14-day right of cancellation can lapse early if you expressly agree that the provider begins delivery immediately and confirm that you thereby lose your right of cancellation. Without this clean consent, cancellation remains possible.

Reach your next steps and the matching ready-made texts in just a few minutes, free of charge:

Create a letter to the provider →

Your chances of getting your money back

The right of cancellation for digital content only lapses if you expressly agreed to immediate execution and confirmed your awareness of the loss of the right of cancellation (§ 356 Abs. 5 BGB). If this is missing, you can cancel within 14 days.
Independently of the cancellation, you have warranty rights for defective digital products; if the software does not work as promised, you can demand supplementary performance, reduction or withdrawal.

What you should do now

  1. 1

    1. Check the consent

    See whether you expressly agreed that execution begins immediately and that you thereby lose your right of cancellation. Only then has it lapsed.

  2. 2

    2. Cancel within the deadline

    If the right of cancellation has not lapsed, declare the cancellation clearly within 14 days and demand reimbursement.

  3. 3

    3. Give notice of defects

    If the content does not work as described, give notice of the defect and demand supplementary performance or reimbursement, independently of the cancellation.

  4. 4

    4. React to in-app purchases

    For accidental purchases or those made by children, you can turn to the platform operator and demand reimbursement.

How to spot the scam

  • The provider claims as a blanket statement that for digital content there is 'never' a right of cancellation.
  • Execution started immediately without your confirming the loss of the right of cancellation.
  • The software does not have promised functions, which is a defect.

Frequently asked questions

Can I cancel a download?

Only if the right of cancellation has not lapsed. It lapses as soon as you expressly agree to immediate execution and confirm that you thereby lose your right of cancellation (§ 356 Abs. 5 BGB). Without this consent, cancellation remains possible.

What if the software does not work?

Then you have warranty rights: if the digital product does not have the promised qualities, you can demand supplementary performance and, if it fails, reduce the price or withdraw, independently of the right of cancellation.

Does this also apply to in-app purchases?

Cancellation and warranty rules apply there too. For accidental purchases or those made by children, a reimbursement request to the platform operator (app store) is additionally worthwhile.

Take action now

We put together the ready-made texts and the right places to contact for you.

Create a letter to the providerCheck a suspicious message
More help: Emergency by phone · Act together · Right to a lawyer · All guides

General information for self-help, not legal advice (RDG). In case of a high loss or uncertainty: contact a consumer advice center or a lawyer.