Refund wrongfully denied

[Donteatyellowbears]

Yesterday I bought some ingame DLC for Virtual Rides 3. Within 20 minutes I started a refund procedure because the DLC was not what I expected from it. Please note that DLC's for this game are standalone "levels"

However, because I continued playing the game (not the specific DLC) Steam says that I exceeded the 2 hour refund-limit because the main game kept running for over 2 hours. Even if I did not play the DLC that asked a refund for. Personally I think in this case the DLC should have been locked/disabled as soon as I started the refund procedure.

Is there a way to contact Steam so someone can personally look at this issue?

[Crazy Tiger]

You can try a manual ticket. Find the purchase, choose the "I have a question about this purchase" option and explain politely.

Keep in mind that you are responsible for your system, so if something blocked the game from closing, that's your own responsibility. If the base game ran for more than 2 hours, the refund denial is completely within the policy.

[nullable]

Refunds on Downloadable Content
(Steam store content usable within another game or software application, "DLC")

DLC purchased from the Steam store is refundable within fourteen days of purchase,

and if the underlying title has been played for less than two hours since the DLC was purchased,

so long as the DLC has not been consumed, modified or transferred. Please note that in some cases, Steam will be unable to give refunds for some third party DLC (for example, if the DLC irreversibly levels up a game character). These exceptions will be clearly marked as nonrefundable on the Store page prior to purchase.

it's clearly defined in the policy. Follow Crazy Tiger's advice, that's your only option. You also might review the refund policy before you make your claims.

[Funpire]

Originally posted by nullable:

Refunds on Downloadable Content
(Steam store content usable within another game or software application, "DLC")

DLC purchased from the Steam store is refundable within fourteen days of purchase,

and if the underlying title has been played for less than two hours since the DLC was purchased,

so long as the DLC has not been consumed, modified or transferred. Please note that in some cases, Steam will be unable to give refunds for some third party DLC (for example, if the DLC irreversibly levels up a game character). These exceptions will be clearly marked as nonrefundable on the Store page prior to purchase.

it's clearly defined in the policy. Follow Crazy Tiger's advice, that's your only option. You also might review the refund policy before you make your claims.

Oof.

[Satoru]

https://store.steampowered.com/steam_refunds/

REFUNDS ON DOWNLOADABLE CONTENT
(STEAM STORE CONTENT USABLE WITHIN ANOTHER GAME OR SOFTWARE APPLICATION, "DLC")

DLC purchased from the Steam store is refundable within fourteen days of purchase, and if the underlying title has been played for less than two hours since the DLC was purchased, so long as the DLC has not been consumed, modified or transferred. Please note that in some cases, Steam will be unable to give refunds for some third party DLC (for example, if the DLC irreversibly levels up a game character). These exceptions will be clearly marked as nonrefundable on the Store page prior to purchase.

[Brian9824]

Yep it wasn't wrongly denied, you can only hope they make an exception and make sure you are familiar with the refund policy in the future.

[Ron Fartbuckle]

STEAM equals big business, know your foe. Steam cares about Steam as is their right as a business much to the disadvantage of us individuals: 2018thebesteye: Devils advocate time: it could be worse, I don't even know what support is like at Epic if it even exists.

[Cathulhu]

https://www.epicgames.com/site/en-US/store-refund-policy
Pretty much a straight up copy of what Steam does.