When a major website or app goes offline, the effects can spread quickly.
Many online services rely on the same cloud platforms, payment systems, content delivery networks and other third-party technology. If one of those services develops a problem, websites and apps that depend on it can be affected too.
Even a relatively short outage can cause problems for consumers and businesses.
So, what actually happens when an online service goes down, and could you be entitled to a refund or compensation?
Websites failing to load or timing out
One of the most obvious signs of an outage is a website that suddenly stops loading.
You might see an error message, a blank screen or a page that repeatedly times out. Sometimes the whole website will be unavailable; in other cases, only certain pages or features will stop working.
The problem may be with the website itself or with one of the external services it relies on.
Business platforms and online services becoming inaccessible
Businesses increasingly rely on online platforms for everything from taking payments and managing bookings to communicating with customers and accessing internal systems.
If one of these platforms goes down, staff may temporarily be unable to process orders, access information or carry out everyday tasks.
The effect can be particularly significant for businesses that depend heavily on a single online provider.
Retail, travel and subscription apps being disrupted
Consumer apps can also be affected by problems elsewhere in the digital chain.
An outage involving a payment provider, hosting company or other technology supplier could mean an app opens normally but certain features do not work.
That might affect online shopping, food deliveries, banking, travel bookings, ticketing, streaming or subscription services.
Error messages and partial outages
Not every outage results in a complete blackout.
You might be able to sign into an account but not make a payment, place an order or access a particular feature. Services can also work intermittently, appearing to recover before failing again.
Partial outages can be particularly confusing because it may not immediately be clear whether the problem is with your device, your internet connection or the service itself.
Failed payments, orders or submissions
Problems can also arise when an outage happens part-way through a transaction.
For example, you might submit a payment without receiving confirmation, start an order that does not appear in your account or complete an online form that fails to submit.
If that happens, avoid repeatedly making the same payment until you have checked whether the first attempt went through. Keep screenshots, confirmation emails and any other evidence that may help if you later need to raise a complaint.
Are you due compensation for a website or app outage?
Not automatically. There is no general UK compensation scheme that requires companies to pay customers whenever a website or app goes offline.
However, your rights will depend on the service involved, whether you paid for it, and the terms of your agreement with the provider.
Under the Consumer Rights Act 2015, consumers have legal protections when they pay for digital content or services.
Digital content should be of satisfactory quality, fit for purpose and as described. If something goes wrong, remedies can include repair or replacement and, in some circumstances, a price reduction.
Services must also meet certain legal standards. Where a service does not conform to the contract, consumers may be entitled to have the problem put right or, in some circumstances, receive a reduction in the price.
That does not mean every temporary outage gives you an automatic right to money back.
When might a refund or other remedy be possible?
It will depend on the circumstances, but it may be worth contacting the provider if:
- You paid for a service that was unavailable for a significant period
- A prolonged problem meant the service was not provided as agreed
- You paid for digital content that did not work properly and the provider could not put the problem right within a reasonable time
- The provider’s own terms promise service credits or refunds following certain levels of downtime
- You suffered a financial loss that you believe was directly caused by the provider failing to meet its contractual or legal obligations.
For subscription services, check the provider’s terms as well as your consumer rights. Some businesses may offer refunds or account credits even where they are not legally required to do so.
What about businesses affected by an outage?
The position can be different for business customers.
Commercial contracts sometimes include a service level agreement, or SLA, setting out how reliable a service should be and what happens if the provider fails to meet those standards.
Depending on the contract, a business may be entitled to service credits or another remedy following prolonged downtime.
However, there is no automatic right to compensation simply because an outage caused lost sales or disrupted operations. Businesses should check the terms of their agreement with the provider.
What should you do if an outage affects you?
If a website or app outage causes a problem, keep a record of what happened.
Note when the service stopped working and when it became available again. Take screenshots of error messages and keep copies of payment records, order confirmations and any correspondence with the company.
If you have paid for a service you could not use, contact the provider and explain what happened. Ask what refund, credit or other remedy may be available under its terms and your consumer rights.
If you believe you have suffered an additional financial loss, keep evidence of that too. Whether you can recover it will depend on the circumstances rather than the existence of the outage alone.
Join the Claim
Major technology failures can affect huge numbers of people at once. While an outage does not automatically mean you are entitled to compensation, consumers should not be left in the dark about their rights when paid-for services fail.
Join the Claim keeps consumers informed about major consumer issues and potential group action claims.
If you think you may have been affected by wrongdoing involving a major company, you can check our latest group action claims to see whether any may apply to you.
Join the Claim connects consumers with SRA-regulated lawyers. Keep an eye out for updates on any potential claim and possible eligibility checks/registration opportunities.
- Last Updated: September 2025
- Next Update Scheduled: September 2026
