Board Thread:Game Discussion/@comment-26829117-20160522124555/@comment-86.131.37.199-20160614193457

Not sure if this is any use?

Thank you for your email to the Citizens Advice consumer service. Your reference number for this case is xxxxx .



We understand from your email that  you are trying to establish your legal position after experiencing problems with a game you downloaded but have been unable to complete without the use of in app purchases. You have contacted the developers who are unwilling to compensate you or change the game.



Before offering any advice I would like to clarify that the Citizens Advice consumer service is only one of the services offered by the charity, Citizens Advice. Our role is to provide first stage consumer advice, and to also collect data for most of the   Trading Standards authorities throughout the UK. This is because, different Trading Standards authorities offer different range of services, meaning not all offer civil assistance and instead concentrate on enforcement and/or weights and measure issues.



<span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Therefore, because most people contacting Trading Standards are looking for civil advice; Trading Standards direct the majority of contacts to the Citizens Advice consumer service so we can provide advice and collect data.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Your rights and obligations: 

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Civil law is the area of law which can help resolve disputes between parties involved in a disagreement about goods and/or services. To expand further, most simple contracts involving a trader (business) and a consumer (private individual) are governed by at least one piece of legislation which will provide the consumer with their statutory rights; or their implied rights under UK civil law.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">From a <span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;"> basic contractual point of view, what a consumer can expect from any trader which they have entered into a legally binding contract with is what the trader agreed to provide during any pre-contractual negotiations; or discussions held between the consumer and trader before the contract was formed and vice versa.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Therefore if you are unable to complete the game without the in app purchases and the trader didn’t make you aware of this then you could potentially look to pursue them for damages (money).

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">However, if the app developer made you aware of in app purchases prior to you downloading the game then it could be deemed that you have agreed that this was a possibility.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0.0001pt;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Although it is rarely necessary, it is important to remember that, if the trader continues to refute your claims and refuses to offer any redress; as the claimant you may need to consider taking further civil action through the civil courts. Ultimately only a court can decide if there has been a breach of contract and subsequently determine what, if anything you are entitled to and order the trader to provide that redress.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Your next steps: 

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">If you wish to pursue a civil claim, you should consider sending the trader a recorded delivery letter, outlining everything to date, and giving a deadline to resolve the matter within a set period of time (e.g. 14 days). Make it very clear what you expect from the trader; why and what steps you will consider taking should they fail to comply with your request. It is also worth enclosing copies of any documentation that would help you substantiate your claim and retaining copies of everything sent, for your records.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;font-family:Arial,sans-serif;">Template letters can be found by clicking   <span style="font-size:12pt;font-family:Arial,sans-serif;">here   <span style="font-size:12pt;font-family:Arial,sans-serif;">along with guidance. Although there may not be a specific template for your particular dispute, we would still advise to use these template letters as a general guide when writing your letter to the trader.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">When using the template letters it is important that you follow the online instructions carefully. In addition, once the letter has been generated it may also require further editing, in order to make it clear to the trader what the nature of your complaint is.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Sending letters by recorded delivery will allow you to track the letter using the ‘Recorded Signed For’ label the post office supply you with; to make sure the intended recipient receives the letter. As such, they would be unable to claim that you have never attempted to make them aware of your intentions should they fail to comply with your request; refuse to accept delivery; or fail to offer a response.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">You should also ask the trader if they are a member of a trade association or Alternative Dispute Resolution Scheme (ADR). An ADR scheme is a facility that will sometimes provide an arbitration and/or mediation service when a consumer is involved in a civil dispute with the trader. Using such a facility will often remove the need for the claimant (party pursuing a claim) to take civil court action. You can find a list of current approved bodies here. That being said, you should be aware that not all traders would be obliged to be a member of any such scheme. More information on this can be found   <span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">here<span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">What we’ll do: 

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">We will inform Trading Standards of the trader's activities in this situation for further consideration regarding any enforcement issues. Whilst this is unlikely to help with your own civil complaint, Trading Standards can take into consideration such complaints when prioritizing their activities.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">If you require any further advice or information about this case, please do not hesitate to contact the Citizens Advice consumer service by return email or on 03454 04 05 06 quoting the case reference number.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Thank you for your email.

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<p class="MsoNormal" style="margin-top:0px;margin-bottom:0px;"><span style="font-size:12pt;line-height:18.4px;font-family:Arial,sans-serif;">Laura