Atomic Systems

Released 2/6/15. Copied from Steam.

Steam Refunds
You can request a refund for nearly any purchase on Steam—for any reason. Maybe your PC doesn't meet the hardware requirements; maybe you bought a game by mistake; maybe you played the title for an hour and just didn't like it.

It doesn't matter. Valve will, upon request via help.steampowered.com, issue a refund for any reason, if the request is made within fourteen days of purchase, and the title has been played for less than two hours. There are more details below, but even if you fall outside of the refund rules we’ve described, you can ask for a refund anyway and we’ll take a look.

You will be issued a full refund of your purchase within a week of approval. You will receive the refund in Steam Wallet funds or through the same payment method you used to make the purchase. If, for any reason, Steam is unable to issue a refund via your initial payment method, your Steam Wallet will be credited the full amount. (Some payment methods available through Steam in your country may not support refunding a purchase back to the original payment method. Click here for a full list.)

Where Refunds Apply
The Steam refund offer, within two weeks of purchase and with less than two hours of playtime, applies to games and software applications on the Steam store. Here is an overview of how refunds work with other types of purchases.

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.

Refunds on In-game Purchases
Steam will offer refund for in-game purchases within any Valve-developed games within forty-eight hours of purchase, so long as the in-game item has not been consumed, modified or transferred. Third-party developers will have the option to enable refunds for in-game items on these terms. Steam will tell you at the time of purchase if the game developer has opted to offer refunds on the in-game item you are buying. Otherwise, in-game purchases in non-Valve games are not refundable through Steam.

Refunds on Pre-Purchased Titles
When you pre-purchase a title on Steam (and have paid for the title in advance), you can request a refund at any time prior to release of that title. The standard 14-day/two-hour refund period also applies, starting on the game’s release date.

Steam Wallet Refunds
You may request a refund for Steam Wallet funds within fourteen days of purchase if they were purchased on Steam and if you have not used any of those funds.

Refunds on Bundles
You can receive a full refund for any bundle purchased on the Steam Store, so long as none of the items in the bundle have been transferred, and if the combined usage time for all items in the bundle is less than two hours. If a bundle includes an in-game item or DLC that is not refundable, Steam will tell you if the whole bundle is refundable during check-out.

Purchases Made Outside of Steam
Valve cannot provide refunds for purchases made outside of Steam (for example, CD keys or Steam wallet cards purchased from third parties).

VAC Bans
If you have been banned by VAC (the Valve Anti-Cheat system) on a game, you lose the right to refund that game.

Movies
We are unable to offer refunds for movies on Steam.

Refunds on Gifts
We are unable to offer refunds for gifts after they have been redeemed by the recipient.

Abuse
Refunds are designed to remove the risk from purchasing titles on Steam—not as a way to get free games. If it appears to us that you are abusing refunds, we may stop offering them to you. We do not consider it abuse to request a refund on a title that was purchased just before a sale and then immediately rebuying that title for the sale price.

How to Request a Refund
You can request a refund or get other assistance with your Steam purchases at help.steampowered.com.


Last updated June 2, 2015

Very interesting. I do believe some form of legislation was coming in the EU with regard to this. I hope this makes certain games developers up their game. Certain ones actually don't need to up it that much at all, just spend a few more days checking quality prior to a release.

Intrigued by the assertion that you could get a refund on items purchased just prior to the start of a sale, then repurchase those items again at the discounted price,

rfletcher72 wrote:Intrigued by the assertion that you could get a refund on items purchased just prior to the start of a sale, then repurchase those items again at the discounted price,

I just read that myself and thought it initially it was odd but in the case of DTG's products I think it fits perfectly. A lot of stuff I've paid full price for I've been disappointed with but I'd be happy to pay a discounted rate for. I do hope this will encourage them to sort out what is by and large silly little bugs that often plague their DLC and then I'll be more than happy to make day one purchases on pretty much everything they release. Surely that's better for them as a business in the long run?

It's certainly a big change in policy, the danger is that safeguards will be built into games and DLC which make 'customising' them a tad more difficult.

Blimey, this is interesting reading, my first question would be though, that whatever it is that you've installed onto your hard drive originally will still be there, so, if I received a full refund I've got my money back and still have the game installed, or, on a USB stick, or, asset, in the case of Railworks/DTG, isn't this open to abuse, I could say that none of the items I've purchased I'm completely happy with after an hour playing with them???

Cheerz. Transport Steve.

I think the abuse Claus gives you the answer.

I'm not sure this applies to individual items of DLC. How would they know how many hours you've "played" that DLC?

Well I've just put in a request to have my money refunded for the dreadful 442 DTG released. Will see what happens!

DLC for Train Sim is encrypted through Steam. There's something like a product code that is checked with your account to see if you actually own it. Presumably removing the product from your account also rescinds the authentication, so you can't keep the files there and expect them to continue working post-refund as TS has in-built anti-piracy measures for Steam released content. Trains and routes may appear in the menus, but will not load.

TransportSteve wrote:Blimey, this is interesting reading, my first question would be though, that whatever it is that you've installed onto your hard drive originally will still be there, so, if I received a full refund I've got my money back and still have the game installed, or, on a USB stick, or, asset, in the case of Railworks/DTG, isn't this open to abuse, I could say that none of the items I've purchased I'm completely happy with after an hour playing with them???

Cheerz. Transport Steve.

Steam will issue an automatic removal command, as you'd expect. If the game or DLC is DRM free then, yes, you could copy it to another directory and keep it. However, TS15 uses DRM across the board so you wouldn't get away with it.

The real benefit for us with respect to TS, at least those of us who've been disappointed with DLC at one time or another, is that we can try it for two hours and then request a refund if we're not satisfied. It's great for me as the consumer, not so good for the developer.

ihavenonamenoreallyidont wrote: The real benefit for us with respect to TS, at least those of us who've been disappointed with DLC at one time or another, is that we can try it for two hours and then request a refund if we're not satisfied. It's great for me as the consumer, not so good for the developer.

Do we even know if DTG have opted-in yet?

ihavenonamenoreallyidont wrote:Steam will issue an automatic removal command, as you'd expect. If the game or DLC is DRM free then, yes, you could copy it to another directory and keep it. However, TS15 uses DRM across the board so you wouldn't get away with it.
The real benefit for us with respect to TS, at least those of us who've been disappointed with DLC at one time or another, is that we can try it for two hours and then request a refund if we're not satisfied. It's great for me as the consumer, not so good for the developer.

Yes, I'd forgotten about the DRM, fair point. I personally think that a lot of this might be watered down if companies like Ubisoft / EA / Rockstar, etc, say yes to the opt in, as they may want certain clauses put in place before agreeing to such a move.
Of course, DTG, may turn round and say NO to opting in altogether, so, it won't affect the community in the long term, at all.

Cheerz. Steve.

Since TS DLC isn't an in-game purchase (with the possible exception of workshop items) and it isn't a consumable (ie buying a Class 90 doesn't level you up!), I don't think DTG can opt out according to the Steam press release.

THANK YOU to the OP for bringing this to my attention.
Just requested for one The Witcher 3, which I haven't really taken a shine to.