Refund Help

[Link5963]

I recently bought the game 10 Miles to Safety since it was on sale. I've tried playing it, and it works, but the load time and accessing menues and stuff takes really long. I would like to test the game out some more, but I've already 'played' 67 minutes of it. I know the policy says that you have to return it within two hours of play, so I'm scared that playing it a little bit more will push it over the two hour mark. What should I do? Will I be able to actually play two hours, or are loading screens and stuff really a hinderance to me trying to see if I want to refund the game?

[Brian9824]

Originally posted by Link5963:

I recently bought the game 10 Miles to Safety since it was on sale. I've tried playing it, and it works, but the load time and accessing menues and stuff takes really long. I would like to test the game out some more, but I've already 'played' 67 minutes of it. I know the policy says that you have to return it within two hours of play, so I'm scared that playing it a little bit more will push it over the two hour mark. What should I do? Will I be able to actually play two hours, or are loading screens and stuff really a hinderance to me trying to see if I want to refund the game?

If you go over 2 hours and/or 2 weeks you won't get a guaranteed refund. It doesn't matter if thats gameplay or loading screens

[Link5963]

Dang. So does not guaranteed mean I can appeal it to Steam and tell them that I haven't really played it, or does that just mean there would have to be something fatally wrong with it to receive a refund beyond that point?

[crunchyfrog]

Well, there's the decision you have to make.

You simply need to ask yourself if it' s worth risking it, or whether you aren't concerned about it. It really is as simple as that.

However, do note that there are two forms of refund - the automated one, which is the 2 hours/14 days threshold, and the manual review one, which can take extenuating circumstances into account. But the latter is NOT in any way guaranteed, as it's a judgement call.

It really does boil down to those two questions.

[Link5963]

Originally posted by crunchyfrog:

Well, there's the decision you have to make.

You simply need to ask yourself if it' s worth risking it, or whether you aren't concerned about it. It really is as simple as that.

However, do note that there are two forms of refund - the automated one, which is the 2 hours/14 days threshold, and the manual review one, which can take extenuating circumstances into account. But the latter is NOT in any way guaranteed, as it's a judgement call.

It really does boil down to those two questions.

So how do I request a manual review?

[Brian9824]

Originally posted by Link5963:

So how do I request a manual review?

You shouldn't. If your unsure then refund. Even if they approve a manual review and make an exception its often a one time thing. You shouldn't be pushing it especialy as you know your approaching the limit.

[Zekiran]

If you are unable to play the game, and you purchased it less than 2 weeks ago and are STILL under the 2 hour (that is 120 minutes...) limit, a refund request SHOULD go through automatically.

If you're over the 2 weeks slightly, or over the 2 hours slightly eventually, you can then choose "I HAVE A QUESTION ABOUT THIS PRODUCT" through the support page for that product. It might take some exploration to find it.

But if it falls still within that 2 h / 2 w window it's supposed to be guaranteed.

If you try for a refund DO NOT PLAY IT ANY MORE, do nothing more with it, but do make sure that in your task manager, it is NOT running in the background (that sometimes happens, expanding the 'hours' visibly played, even if you're not playing, and they DO count).

[crunchyfrog]

Originally posted by Link5963:

Originally posted by crunchyfrog:

Well, there's the decision you have to make.

You simply need to ask yourself if it' s worth risking it, or whether you aren't concerned about it. It really is as simple as that.

However, do note that there are two forms of refund - the automated one, which is the 2 hours/14 days threshold, and the manual review one, which can take extenuating circumstances into account. But the latter is NOT in any way guaranteed, as it's a judgement call.

It really does boil down to those two questions.

So how do I request a manual review?

You cannot unless you fall outside the 14 day/2 hour window and can't provide extenuating circumstances. It will simply get refused.

[crunchyfrog]

Originally posted by brian9824:

Originally posted by Link5963:

So how do I request a manual review?

You shouldn't. If your unsure then refund. Even if they approve a manual review and make an exception its often a one time thing. You shouldn't be pushing it especialy as you know your approaching the limit.

Ah no, this is the age old myth on here.

It's not a "one time thing", like a get out of jail free card that you get one of on your account. This was borne of people misunderstanding the phrase "a one off payment". What it actually means is that when they issue such a refund, it does NOT mean the same situation in future will guarantee the same result, ergo one off.

It's basically the same as "without prejudice" in the legal sense.

I'm not having a go at you mind. It's just that this is probably the oldest myth I've found on Steam as it's been trotted out for over 12 years to my knowledge.

[Brian9824]

Originally posted by crunchyfrog:

Originally posted by brian9824:

You shouldn't. If your unsure then refund. Even if they approve a manual review and make an exception its often a one time thing. You shouldn't be pushing it especialy as you know your approaching the limit.

Ah no, this is the age old myth on here.

It's not a "one time thing", like a get out of jail free card that you get one of on your account. This was borne of people misunderstanding the phrase "a one off payment". What it actually means is that when they issue such a refund, it does NOT mean the same situation in future will guarantee the same result, ergo one off.

It's basically the same as "without prejudice" in the legal sense.

I'm not having a go at you mind. It's just that this is probably the oldest myth I've found on Steam as it's been trotted out for over 12 years to my knowledge.

Quite a few people including myself have gotten exceptions and been told that it's a one time exception.

As I said it's not always that way but they do make exceptions and others have reported having following requests denied with that exception mentioned

[Crazy Tiger]

I know someone who has gotten that "it's a one time exception" line on a succesful refund 3 or 4 times now. It's merely a line they put in to stress that you shouldn't overuse it, but it's bull that it's a one time exception.

Regarding OP, set a timer next to you. You already played it for 67 minutes, you say. Put the timer on 40 minutes.

[Brian9824]

Originally posted by Crazy Tiger:

I know someone who has gotten that "it's a one time exception" line on a succesful refund 3 or 4 times now. It's merely a line they put in to stress that you shouldn't overuse it, but it's bull that it's a one time exception.

Regarding OP, set a timer next to you. You already played it for 67 minutes, you say. Put the timer on 40 minutes.

I'd imagine thats highly YMMV, but still it should never be pushed because refunds are never guaranteed over the limit and you can't count on getting an exception.

[Crazy Tiger]

Originally posted by brian9824:

Originally posted by Crazy Tiger:

I know someone who has gotten that "it's a one time exception" line on a succesful refund 3 or 4 times now. It's merely a line they put in to stress that you shouldn't overuse it, but it's bull that it's a one time exception.

Regarding OP, set a timer next to you. You already played it for 67 minutes, you say. Put the timer on 40 minutes.

I'd imagine thats highly YMMV, but still it should never be pushed because refunds are never guaranteed over the limit and you can't count on getting an exception.

Chances are, it probably depends on how often it happens as with everything regarding warnings on that subject.

The latter is totally true. Refunds outside the refund policy of 2hours/2weeks are at the courtesy of Valve or the publishers.

[crunchyfrog]

Originally posted by brian9824:

Originally posted by crunchyfrog:

Ah no, this is the age old myth on here.

It's not a "one time thing", like a get out of jail free card that you get one of on your account. This was borne of people misunderstanding the phrase "a one off payment". What it actually means is that when they issue such a refund, it does NOT mean the same situation in future will guarantee the same result, ergo one off.

It's basically the same as "without prejudice" in the legal sense.

I'm not having a go at you mind. It's just that this is probably the oldest myth I've found on Steam as it's been trotted out for over 12 years to my knowledge.

Quite a few people including myself have gotten exceptions and been told that it's a one time exception.

As I said it's not always that way but they do make exceptions and others have reported having following requests denied with that exception mentioned

Yes, the wording might differe, but that's NOT what it means. It means as I say.

In fact, consider this - if it were as you say (which I'd love to see demonstrable official evidence it is) then you got a one time use "get out jail free" card, then the legal ramifications would be a nightmare for Valve as it ♥♥♥♥♥ on most of the western worlds consumer laws.

You see the point? It's a myth from people misinterpreting it. Just because the wording changes, the point doesn't.

[Brian9824]

Originally posted by crunchyfrog:

Originally posted by brian9824:

Quite a few people including myself have gotten exceptions and been told that it's a one time exception.

As I said it's not always that way but they do make exceptions and others have reported having following requests denied with that exception mentioned

Yes, the wording might differe, but that's NOT what it means. It means as I say.

In fact, consider this - if it were as you say (which I'd love to see demonstrable official evidence it is) then you got a one time use "get out jail free" card, then the legal ramifications would be a nightmare for Valve as it ♥♥♥♥♥ on most of the western worlds consumer laws.

You see the point? It's a myth from people misinterpreting it. Just because the wording changes, the point doesn't.

There would be no legal ramifications for valve or legal issues at all. Valve reserves the right to issue refunds at their discretion. If they choose to make 5 one time exceptions or a single one time exception that doesn't change anything.

Whether they say its a one time exception, or actually enforce the one time exception doesn't change the fact that you shouldn't be pushing it as all exceptions are up to the discretion of valve and you don't want to push your luck.

[Muppet among Puppets]

If a game has a technical problem, refund it.
Tell the reason.