App refunds? Apple just says no
There have been a few exceptions, but in the vast majority of cases consumers simply cannot get a refund on App Store purchases. With prices rising, should this Apple policy change?
Way back in the early days (think one whole year ago) when the price points of iPhone apps were either free or 99 cents, it did not matter much if that app you downloaded for your iPhone or iTouch didn’t quite perform as you expected it to. However, now that one can download apps with prices of $100, consumers can be expected to be a bit more upset if something they downloaded does not work as advertised. Perhaps it’s time for Apple to rethink their policy on App Store refunds.
The current policy is at least simple to understand. Except in one specific circumstance, the app agreement says that there simply are no refunds, according to a New York Times story. That one exception is as follows: Paragraph 12B of Apple’s App Store Terms and Conditions states that you are entitled to a refund when, “On occasion, technical problems may delay or prevent delivery of your product.” In other words, once you are able to download it, you are stuck with it.
Apple says that they provide a great deal of information to consumers in the description of the products that they sell in the App Store. Apple spokeswoman Natalie Kerris says, “Customer Ratings and Reviews, App Store Essentials, Staff Favorites, New & Noteworthy section, Top 100 Free Charts, Top 100 Paid Charts, and Top 100 Grossing Charts” provide all the information the consumer needs to make a decision. Plus, of course, the infamous Apple app review process stands behind each app sold. Apple believes that is enough.
Some consumers may not. Were a customer to purchase a $100 app, or even a $25 app, and not be satisfied with it, the current policy provides absolutely no recourse for the consumer. At some point, consumer groups, and perhaps government agencies, are going to notice this potential issue and begin to make noise. It might be wise for Apple to look at the situation beforehand and make some provision to provide refunds where they are logically due.
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October 13th, 2009
Does Apple run an online App-store in Australia?
If so, they would be legally obliged to provide a refund when the purchased product does not work as advertised. This is because Australian consuner law requires that products be fit for the purchase that they were purchased – if not, then the consumer is entitled to a refund.
October 14th, 2009
Can’t blame them. How can they tell if you stopped using what you got refunded.
Maybe the EU can jump on it now that they have made civilization safe from free, included browsers.