Steams unfair refund policy in regards of the DLC purchases - be aware!

[NN]

The following encounter with Steam refund support has made me think twice before purchasing anything on this platform again.

I purchased newest DLC (new map) for a game I have been playing since it's release. This specific DLC is not a mandatory to play the game and, after initial issues game had with servers (being offline) and seeing my friends play on it, I have decided it is not something I would enjoy or use hence I requested a refund the same day, just a couple of hours after purchasing it. Knowing that Steams policy is 14 days or less than 2 hours of playtime, I figured there will be no issues since I actually did not even access the DLC or step a foot on the map however, in response to my ticket, Steam support said I have been playing it longer than allowed per refund policy. What they actually did, they listed my hours played on the actual game (base game + all other DLCs/maps) instead on the purchased DLC itself.
I do not know if they are unable to separate and verify time spent on DLC alone but that should be disclosed in advance. Their refund policy states:

"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."

The DLC that I purchased did not have any indication of being "nonrefundable" but I guess Steam support/customer service does not care as, no matter what I say in the refund request, they just close it stating "Your playtime of an included product exceeds 2 hours (our refund policy maximum)." My next step is disputing charge via my credit card company but I just wanted to post this here to warn others, if not aware, of Steams malversations.

[cSg|mc-Hotsauce]

NN původně napsal:

Steams unfair refund policy in regards of the DLC purchases - be aware!

The following encounter with Steam refund support has made me think twice before purchasing anything on this platform again.

I purchased newest DLC (new map) for a game I have been playing since it's release. This specific DLC is not a mandatory to play the game and, after initial issues game had with servers (being offline) and seeing my friends play on it, I have decided it is not something I would enjoy or use hence I requested a refund the same day, just a couple of hours after purchasing it. Knowing that Steams policy is 14 days or less than 2 hours of playtime, I figured there will be no issues since I actually did not even access the DLC or step a foot on the map however, in response to my ticket, Steam support said I have been playing it longer than allowed per refund policy. What they actually did, they listed my hours played on the actual game (base game + all other DLCs/maps) instead on the purchased DLC itself.
I do not know if they are unable to separate and verify time spent on DLC alone but that should be disclosed in advance. Their refund policy states:

"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."

The DLC that I purchased did not have any indication of being "nonrefundable" but I guess Steam support/customer service does not care as, no matter what I say in the refund request, they just close it stating "Your playtime of an included product exceeds 2 hours (our refund policy maximum)." My next step is disputing charge via my credit card company but I just wanted to post this here to warn others, if not aware, of Steams malversations.

If you played the game for at least 2 hours after you purchased the DLC, you no longer qualify for a refund on the DLC.

[Chompman]

Do not dispute your purchase with your credit card as that will end badly with your steam account.

https://help.steampowered.com/en/faqs/view/783F-5E0F-9834-22D2

You have rules in place for dlc that is largely the same for the base game refund policy and it falls on you to follow them if you want to get a proper refund.

Try placing a manual ticket for the refund and see if they accept it if you have not played the game for more then 2 hours since you bought the dlc.

[Diogenes49]

Steam should not do refunds on games Amazon doesn't Walmart doesn't most websites don't

[Ben Lubar]

If you're over the 2 hour limit, file a manual ticket and explain your situation. The "I still have questions about this game" option.

[NN]

Diogenes49 původně napsal:

Steam should not do refunds on games Amazon doesn't Walmart doesn't most websites don't

Steam does have a policy for games refunds which I have no issues with as long it is followed
https://store.steampowered.com/steam_refunds/

Chompman původně napsal:

Do not dispute your purchase with your credit card as that will end badly with your steam account.

https://help.steampowered.com/en/faqs/view/783F-5E0F-9834-22D2

You have rules in place for dlc that is largely the same for the base game refund policy and it falls on you to follow them if you want to get a proper refund.

Try placing a manual ticket for the refund and see if they accept it if you have not played the game for more then 2 hours since you bought the dlc.

I did not play it for more than 2 hours as servers were offline as I mentioned in original post, but I was in and out main menu to check if server issue was fixed. I do not know if that added to 2 hours. However, the response to my ticket included number of hours I played the base game over the years:

"Playtime: 6,886 hours 44 minutes

Purchased: Feb 13 PST"

I think math does not add up here :)

Anyway, I will try to submit ticket again as you suggested but regardless, this will make me think twice about purchasing another game/DLC especially if I am not sure about will I like it or not.

[pckirk]

it does not go by play time, it is 2 hours with the game exe running period.

[Ben Lubar]

Steam only very recently added playtime tracking for DLCs, and it's something the game developers have to set up. I don't think they're going to be making refunds use DLC-specific timing any time soon.

[cSg|mc-Hotsauce]

NN původně napsal:

Diogenes49 původně napsal:

Steam should not do refunds on games Amazon doesn't Walmart doesn't most websites don't

Steam does have a policy for games refunds which I have no issues with as long it is followed
https://store.steampowered.com/steam_refunds/

Chompman původně napsal:

Do not dispute your purchase with your credit card as that will end badly with your steam account.

https://help.steampowered.com/en/faqs/view/783F-5E0F-9834-22D2

You have rules in place for dlc that is largely the same for the base game refund policy and it falls on you to follow them if you want to get a proper refund.

Try placing a manual ticket for the refund and see if they accept it if you have not played the game for more then 2 hours since you bought the dlc.

I did not play it for more than 2 hours as servers were offline as I mentioned in original post, but I was in and out main menu to check if server issue was fixed. I do not know if that added to 2 hours. However, the response to my ticket included number of hours I played the base game over the years:

"Playtime: 6,886 hours 44 minutes

Purchased: Feb 13 PST"

I think math does not add up here :)

Anyway, I will try to submit ticket again as you suggested but regardless, this will make me think twice about purchasing another game/DLC especially if I am not sure about will I like it or not.

Also, "Purchased: Feb 13 PST"

[NN]

Correct, DLC was purchased on the Feb 13, I requested refund the same day, Steam responded later the same day so not really understand what is the remark for? Maybe because I am posting this almost a month later?

[Myrth the Plague]

NN původně napsal:

Correct, DLC was purchased on the Feb 13, I requested refund the same day, Steam responded later the same day so not really understand what is the remark for? Maybe because I am posting this almost a month later?

That's probably why they said that. Goodluck with the return, i'd echo what others said, submit a ticket and hope for the best.

[KarmaKrazi]

NN původně napsal:

I did not play it for more than 2 hours as servers were offline as I mentioned in original post, but I was in and out main menu to check if server issue was fixed. I do not know if that added to 2 hours. However, the response to my ticket included number of hours I played the base game over the years:

"Playtime: 6,886 hours 44 minutes

Purchased: Feb 13 PST"

I think math does not add up here :)

Anyway, I will try to submit ticket again as you suggested but regardless, this will make me think twice about purchasing another game/DLC especially if I am not sure about will I like it or not.

Any time you have the game loaded up, menus, paused, in the options, ect, counts towards that time. Also let's break this down... you've played the game for 286 DAYS my guy. Almost a full year of your life has gone towards this one game. If you don't like this particular DLC, maybe just view purchasing it as supporting the Dev team that made a game you're so interested in that you've played it for nearly a full year?

[Nx Machina]

NN původně napsal:

Knowing that Steams policy is 14 days or less than 2 hours of playtime

The refund policy is: WITHIN 2 weeks of purchase AND with LESS than 2 hours playtime.

NN původně napsal:

The following encounter with Steam refund support has made me think twice before purchasing anything on this platform again.
Their refund policy states:

"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."

You are ignoring:

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.

While focusing only on less than 2 hours. You purchased it on the 13 Feb.

NN původně napsal:

My next step is disputing charge via my credit card company

As for contesting it with your card company, a chargeback (fraud) will give you an account lock until you repay the money, the card will also be locked.

NN původně napsal:

Correct, DLC was purchased on the Feb 13, I requested refund the same day, Steam responded later the same day so not really understand what is the remark for? Maybe because I am posting this almost a month later?

If it was such an issue why wait nearly a month to post about it.

[D. Flame]

DLC is not refundable separately from the game AFAIK. If you bought both and played them for less than 2 hours, collectively, then they will refund both. If you played the game for more than 2 hours, the dlc will not be refundable.

[cSg|mc-Hotsauce]

D. Flame původně napsal:

DLC is not refundable separately from the game AFAIK.

DLC is, if they were not purchased in a bundle.

D. Flame původně napsal:

If you bought both and played them for less than 2 hours, collectively, then they will refund both.

All play time in the base game must be under 2 hours since you can not play DLC without the main game.

[JamesF0790]

Valve can't tell if you've played the DLC or not, They don't have hooks in the game like that. They have to just work on play time like always and with it being the same exe they start counting from purchase of the DLC