You're buying a digital good. You can already get refunds. An email address is fine for contact.
You definitely don't need someone's physical home address, nor an actual phone number.
And sure enough, they are in fact the ones who can issue a refund if you need one. The developer cannot. By design.
Yet I can also ask Dell for a refund despite buying my Dell at my local electronics store. Both should be reachable and both should be able to give me a refund if my item is broken.
> And sure enough, they are in fact the ones who can issue a refund if you need one. The developer cannot. By design.
And Apple should fix that.
What Dell will do is repair or replace a computer that is still under warranty. They won't refund.
They're legally required to.[1]
[1] https://lovdata.no/dokument/NLE/lov/2002-06-21-34/KAPITTEL_5... Section 35
Edit: Forgot there's an English version.
Reading the law, it does not say that the consumer is entitled to a refund.
Simple. They operate within the law and provide the customer with a refund, or they get fined. From the consumer's point of view, this is irrelevant. Business can fix this B2B issue between themselves however they wish, so long as it doesn't affect the consumer. If you don't like it, then don't do business here.
Here's a case where a consumer complained directly to the manufacturer,[1] and the Consumer Disputes Commission ruled in favour of the consumer.[2] It's not even the core of the issue, but just mentioned, since it's settled law.
> Reading the law, it does not say that the consumer is entitled to a refund.
Refunding is one possible remediation, see section 32 (cancellation) and section 26 (The consumer's rights in the event of defects). That option cancels the purchase contract, meaning you as the consumer give the item back, while the seller gives you the money you paid for the item.
[1] https://www.forbrukertilsynet.no/wp-content/uploads/2025/12/...
'Innklagde er klaget inn i kraft av å være produsent av syklene. De er følgelig ansvarlige for kjøpsrettslige mangler etter direktekravsreglene i fkjl. § 35.'
Rough translation: 'A claim is lodged against the defendant due to it being the manufacturer of the bicycles. The defendant therefore liable for for defects accordance with the rules on direct claims set out in section 35 of the Act relating to consumer purchases.'
[2] They didn't rule in favour of the consumer's demand to have the manufacturer pay for their jacket that got damaged following them falling of their broken bike. They did rule in favour of the cost of repairing the bike (a new handle bar that the consumer bought themselves to fix the issue), so the manufacturer is on the hook for that.
However, if you’re running your own website you can make those decisions on your own without being forced into most of them.
Plenty of very large “reputable” companies obfuscate their physical address and phone number, and don’t even offer an email address for contact.
I’d also say that this shouldn’t be as necessary when an app platform is involved. Apple takes 15-30% of the revenue and acts as a full retailer. Why do App Store customers have any need to contact the underlying developers in this scenario?
Walmart doesn’t make it easy/possible for me to contact the manufacturer of their t-shirts.
There are even other digital software stores like GOG or Steam that really aren’t selling you software that has a guaranteed point of contact.
Those platforms just have a half-decent to decent return policy and act as the middleman.
But when you’re on iOS you have all the burdens of a third-party supplier without all the benefits.
You will however pay for that privilege - a lot of people don't seem to realise their home address is in the WHOIS data, because they didn't pay the protection money to redact it
The EU decided so, and Apple didn't require this before EU did
Did the EU specifically demand this from Apple? Did they specifically require that consumers must be able to contact developers?
Or is this another "spin" by Apple to make the EU look bad when it imposes consumer protection that is bad for Apples revenue? Like they did with "chargers", "cables" and like the ad- and surveillance-industry has done quite successfully with their "spin" on the GDPR (making it seem like the EU or GDPR requires cookie banners - which it doesnt)
This changed recently.
This is whataboutism. They should do that too. The fact they don't isn't an excuse for smaller devs or companies.
> I’d also say that this shouldn’t be as necessary when an app platform is involved. Apple takes 15-30% of the revenue and acts as a full retailer. Why do App Store customers have any need to contact the underlying developers in this scenario?
You should be able to contact the underlying manufacturer or whatever of any product you buy. Why should programs be different?
> Walmart doesn’t make it easy/possible for me to contact the manufacturer of their t-shirts.
They should.
> There are even other digital software stores like GOG or Steam that really aren’t selling you software that has a guaranteed point of contact.
More whataboutism. You should have a guaranteed point of contact for what you buy there too.
In the Walmart t-shirt example, should I have the contact info for not only the factory but the other suppliers who made the dyes, threads, cotton, the people who made the fuel for the harvester, the people who welded the tractor together?
Sure, maybe your idealist answer is yes, and on a conceptual level I can agree with that. But from a practical standpoint as the end consumer there is a stopping point.
My point is that Apple handles the money and the refunds, and they make all the software APIs. Completely closed platform. Why doesn’t the buck stop there? I feel like they pass along business responsibilities despite taking a large percentage of revenue.
If they’re going to pass on all those responsibilities for me then their cut should be more like ~5% to just cover transaction and platform costs.
Down to the manufacturer of the whole product you're buying. In the case of your strawberries that would probably be the farmer.
> In the Walmart t-shirt example, should I have the contact info for not only the factory but the other suppliers who made the dyes, threads, cotton, the people who made the fuel for the harvester, the people who welded the tractor together?
No.
> Sure, maybe your idealist answer is yes, but from a practical standpoint as the end consumer there is a stopping point.
Of course there is. But you as the sole dev of an app are not at that point.
> My point is that Apple handles the money and the refunds, and they make all the software APIs. Completely closed platform. Why doesn’t the buck stop there?
My local electronics shop also handles the money and refunds when I buy a Dell. I can still get a refund directly from Dell if my machine breaks (not that I actually have a Dell). Yay reasonable laws.
The platform being closed and all the APIs being controlled by Apple are different problems that should be solved separately (which the EU is working on!).
In case of an app, what is the "product" you are buying? Because according to Apple, they add a lot of "value" by ensuring the software is safe, performant, etc etc. Am I not buying "a safe, checked app"? Or am I buying an app and then separately pay Apple for an added service of "checking the app for safety" etc etc. I'd very much presume the first.
But if its separate, "an app" can be rather ambigous. For a one-time-purchase game, its clear. But many apps are really a service or even more that happen to have "an app" as one of the ways to interact with the service: Netflix, Uber, protonmail, Vinted (or ebay), etc etc: the app isn't the thing I buy. It's a wrapper around a service. Or even just one of the portals through which I can buy stuff. Point being: It's not simple, so your answers don't fit the analogy of "wallmart".
The app.
> Because according to Apple, they add a lot of "value" by ensuring the software is safe, performant, etc etc. Am I not buying "a safe, checked app"? Or am I buying an app and then separately pay Apple for an added service of "checking the app for safety" etc etc. I'd very much presume the first.
If you want to, you can imagine the 30% cut being that separate service, but most analyses I've seen of this assume the first is the case, and I can't really see why it wouldn't be.
> But many apps are really a service or even more that happen to have "an app" as one of the ways to interact with the service: Netflix, Uber, protonmail, Vinted (or ebay), etc etc: the app isn't the thing I buy.
In those cases the app on the App Store is free, so there's nothing a consumer can really complain about, since they haven't bought anything. You can complain about the service rendered when you pay, but that purchase is handled completely separately from the app (non-)purchase.
> Point being: It's not simple, so your answers don't fit the analogy of "wallmart".
It does for apps bought as products. If you want an analogy for apps bought as services, then I'll use a different analogy, since they behave differently, and are treated differently in law.
I wouldn't presume that. Malware ends up in the app store all the time.
Apple does not provide any mechanism for developers to issue a refund, or even look up or view your purchase or subscription - so there is nothing a developer can do here besides refer you to apple support.
(Although as a developer I would like to be able to do this, because customers are very confused by it)
That sounds like something that needs to be fixed.
> Contacting the developer by physical mail doesn’t have any effect.
Ditto.