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While Intrepid has scheduled a developer update to address the fallout, the player base remains skeptical. Former communications manager Margaret Krohn, who also announced her departure, questioned how development could effectively proceed when the “creative heart” of the team had been dismantled.
Due to these internal collapses, many users are looking to recoup their costs. While original Kickstarter backers have little recourse, Steam users are finding success through manual support tickets. Catherine Lewis, deputy news editor at GamesRadar+, successfully obtained a refund by bypassing the automated system and choosing the “I have a question about this purchase” option. This approach allows users to reach a human moderator to explain why the game’s current state warrants an exception to the “two-hour playtime” rule.
Several community discussions on Reddit confirm that Steam is granting refunds even for accounts with dozens of hours of play. Below are some useful threads that include templates you can use for your own request:
Guide: Getting a Steam refund for Ashes with high playtime. from r/AshesofCreation
While Steam’s standard policy automatically declines refunds for games owned longer than two weeks or played for more than two hours, they are known to make exceptions during extraordinary studio collapses. Approval isn’t guaranteed, but given the circumstances, it is certainly worth submitting a manual request.
Source: gamesradar.com
