So can someone clarify the Refund Policy for me please?

[Nintendo Gamer]

I purchased Naraku Blade Point AFTER playing it for over 2 hours during their free weekend a few weeks back (Mods on here temp banned me for complaining about how Steam, Reddit & YouTube are being overly protective of people & deleting comments/banning people at the drop of a hat & I've ONLY just now been able to get back on here thanks to that over reaction) & I purchased their largest version of the game that included bonus cosmetics & some loot chests that unlock AFTER 2 hours of play after purchase along with the game.

My issue is that when I went to request a refund AFTER finding out that the devs pulled a bait & switch with 2 costumes. What is shown on their website & steam store page is NOT the quality that they advertise. I don't really care about censorship BUT I will not stand for bait & switch tactics from companies. They deliberately covered certain parts of the costumes so that people wouldn't be able to see that they've been censored. I only played the game for 45 minutes AFTER purchase when I was customizing characters & that's when I found out that I didn't actually get what I paid for. Does the FREE play time count against me or can I appeal my refund request to someone who actually understands that I only put in 45 minutes AFTER the purchase & that the time before that latest 45 minutes should NOT count against me. I've submitted the refund request 3 times & all 3 times I got a lazy, almost automated response of "You've played this game for over 2 hours therefore it does not qualify for a refund."

Am I screwed or can I please get a human to help me out here...I don't even care if I get the full refund back. I at least want the cost difference from Naraku's Ultimate version & the basic game refunded to me since I didn't actually GET what they advertised, therefore I never got what I paid for.

[Nintendo Gamer]

Sorry, the game's title is NarakA Blade Point, not NarakU Blade Point. My mistake.

[MoonC A T]

All you need to know:

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

[CforCoop]

Well if it says that you are not qualified for refund I don't think there is much you can do.

[Ogami]

The automatic system only looks at the pure numbers.
Go to the Support page, select the game under "Purchases", select " I have a question about this purchase".
That allows you to write a manual ticket to Support. Explain the situation and ask again for a refund that way.

And yes, playtime from Free Weekends, Family Share and so on count fully for the refund policy but they may make an exception.
If they again say no this way then take that as the final answer.

[Nintendo Gamer]

İlk olarak MoonC A T tarafından gönderildi:

All you need to know:

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

Yes I already read it over, my argument is that it never specifies FREE TRIAL play time from purchased play time. THAT is the loophole I want clarified or used if I can. Again, my issue is the bait & switch these devs pulled, lying to people about the quality of their product while using different versions in their images & video advertisements.

[Nintendo Gamer]

İlk olarak Ogami tarafından gönderildi:

The automatic system only looks at the pure numbers.
Go to the Support page, select the game under "Purchases", select " I have a question about this purchase".
That allows you to write a manual ticket to Support. Explain the situation and ask again for a refund that way.

And yes, playtime from Free Weekends, Family Share and so on count fully for the refund policy but they may make an exception.
If they again say no this way then take that as the final answer.

Thank you, I wasn't aware of taking that avenue. Much appreciated. Can we get a sticky for this thread since I'm sure I'm not the only person who's asked this due to Free Trail play time or bait & switch tactics?

[Bonus!]

2 weeks
Less than 2 hours of gameplay
Refunds can take up to 7 days but are usually handed out within 24 hours
That is it bud

[Ducks on Fire]

Go to your purchase history and find the game and select "I have a question about this purchase". You can explain the situation there and see if they'll make an exception.

Yes, all time played counts, even if it was during a free to play weekend. I'm not sure why it shouldn't, but that's beside the point I guess.

[Nintendo Gamer]

İlk olarak Ducks on Fire tarafından gönderildi:

Go to your purchase history and find the game and select "I have a question about this purchase". You can explain the situation there and see if they'll make an exception.

Yes, all time played counts, even if it was during a free to play weekend. I'm not sure why it shouldn't, but that's beside the point I guess.

Well like I said, it's the bait & switch that rubs me the wrong way. If I'd known that those cosmetics weren't as advertised I would've just stuck with the base game. All I want is the difference between the base game cost & the ultimate edition if I can.

[MoonC A T]

Just FYI for future reference:

Free Play weekends count towards the 2 hours
Demos do not

As stated earlier, go here: https://store.steampowered.com/account/history/
Click on the purchase, then I have a question about this purchase.

Be sure to explain CAREFULLY.

[Nintendo Gamer]

İlk olarak MoonC A T tarafından gönderildi:

Just FYI for future reference:

Free Play weekends count towards the 2 hours
Demos do not

As stated earlier, go here: https://store.steampowered.com/account/history/
Click on the purchase, then I have a question about this purchase.

Be sure to explain CAREFULLY.

Yes I understand thanks. I did run into something strange though. When I went to submit the request I got a weird notice stating that "I've already got a support ticket submitted for this issue & I can't submit one again." That's weird because the last time I submitted a ticket was weeks ago & I got a response. The ONLY current ticket I believe I've got in progress is for a Steam Wallet Code that was damaged when trying to uncover it to use the code. Where can I view my currently submitted help tickets or is that not possible?

[MoonC A T]

https://help.steampowered.com/en/wizard/HelpRequests

[Nintendo Gamer]

İlk olarak MoonC A T tarafından gönderildi:

https://help.steampowered.com/en/wizard/HelpRequests

Thank you again....& sorry for seeming really stupid or inept. I just checked & both my Naraka issue tickets have been closed. The ONLY one that's open is the one for the damaged STEAM Wallet Card. Is someone blocking me or what's going on?

[MoonC A T]

İlk olarak Nintendo Gamer tarafından gönderildi:

İlk olarak MoonC A T tarafından gönderildi:

https://help.steampowered.com/en/wizard/HelpRequests

Thank you again....& sorry for seeming really stupid or inept. I just checked & both my Naraka issue tickets have been closed. The ONLY one that's open is the one for the damaged STEAM Wallet Card. Is someone blocking me or what's going on?

On the support ticket itself there should be an option to either close it or reply. If it's closed and you received the funds in your Steam Wallet, I suggest you reply to the ticket and ask them to close it manually on their end if you are unable to do it on yours.

[Satoru]

Step 1) have you played IN TOTAL more than 2 hours of the game in ANY way over ANY time period including free weekends, family sharing, literally ANY TIME

Step 2) has it been more than 2 weeks since you purchase the game

If you answers yes to either questions, then you are not eligible for an automatic refund