If you're at all unhappy with any Dovetail Games product that you’ve purchased, you can apply for a refund. If you purchased the product through Steam, the easiest way to obtain a refund is to go to http://store.steampowered.com/steam_refunds/. Valve will usually already have your details and the process is very straightforward. If you get stuck at all, we’d be happy to help you.
In some circumstances, Valve may not be able to provide you with a refund. In such instances, we recommend you contact our Customer Support Team for additional assistance.
Whilst it’s generally not our policy to refund customers for purchases made on Steam, we are able to help in some situations. We're always open to discussing these with you if you have a genuine reason for requiring a refund. However, we regret that we're not able to provide refunds if the following applies to you (not an exhaustive list):
You've purchased a product from the Dovetail Store and you've already viewed and activated the key provided. For all concerns relating to Dovetail Store purchases, we recommend you contact firstname.lastname@example.org to receive instructions on how to proceed.
You've owned the product for more than 14 days from the date of purchase. Whilst we’ll always review refund requests if you have exceeded this date, we’re under no obligation to provide refunds after 14 days has passed. Refunds offered after this period will be solely at our discretion.
Product purchased in error. It's your responsibility to ensure that you fully understand exactly what it is you're purchasing before you Add-to-Cart and Buy. So we'd recommend you read the product store page carefully and only proceed further if you're absolutely sure you want to go through with the transaction. However, sometimes mistakes do happen and, as long as you purchased within the last 14 days and have no more than 2 hours in the game, Valve may still be able to offer a refund at the link above.
Did not realise a purchased Add-On requires another Add-On to function or you've already purchased the same add-on from a third-party outside of Steam. It’s your responsibility to ensure that you fully understand exactly what it is you're purchasing before you Add-to-Cart and Buy. So we'd recommend you read the product store page carefully and only proceed further if you're absolutely sure you want to go through with the transaction. We cannot be held liable if you fail to fully understand the requirements of your purchase.
You're experiencing some technical difficulties that are not caused by the product. For example, the problem is due to your own computer hardware, operating system or other software that you have installed (such as third-party add-ons, not purchased via Steam or our Online store, or other content we cannot accept responsibility for) or a configuration error that you have introduced. If you’re experiencing these types of issue, we may be able to help. Please complete our handy 10-step process before you contact us.
You've purchased a product that is now available in a sale or promotion and you now wish to take advantage of the reduced price. If you wish to obtain a refund with the sole aim of repurchasing the product in a sale or other promotion.
You're not able to provide an original and genuine purchase receipt. It's important that you're able to prove that you're responsible for the purchase you're seeking a refund for. So we'll need to see an original and genuine purchase receipt. We'll be unable to process a refund without this. We'd recommend you retain all transaction receipts as your proof of purchase just in case we need to see them later.
You don't have a suitable method for repayment. We don’t collect payment information nor do we process transactions for any purchases made whether that’s from Steam or our own store. So it's not easy for us to simply reverse a payment. However, we have a range of methods available that makes it easier for us to provide refunds. In some circumstances, due to banking systems in some countries, we're not always able to handle these but if you have a PayPal account, this can simplify things for us though we can’t guarantee this. If you have any concerns about this, we're always open to discussing this with you and we'll be able to do all the checks on our side to confirm we're ok to proceed. In the event we're unable to proceed, we'll be able to discuss other options with you.
You're under the legal age to own a bank or PayPal account. If you're under the legal age to own a bank or PayPal account, we'll need to speak to a parent or guardian to ensure we're able to correctly process a refund. In all cases such as this, we would always recommend you ask your parent or guardian to contact us about a refund so we can explain the process and obtain the necessary information. This will greatly improve our ability to handle refunds efficiently and accurately.
Contacting our Support Team
We’ll need you to collect a few things before you contact us. If you’re experiencing technical issues, unable to load or run a product due to an error, we’ll need you to complete our handy 10-step process first. We regret we will not be able to help you without the information highlighted in the guide.
We’ll need you to provide your original purchase receipt. Valve will normally email this to you once your transaction is completed. Once you have this to hand, please click this link to Submit a Ticket. Our Customer Support Team will guide you through the next steps.
Problems Buying a Product
Whether you’re looking to purchase a product from Steam or our online store, if you’re experiencing any problems, we’d be happy to discuss this with you and make your buying experience a happy one. Please collect details of any errors you’re seeing before clicking this link to Submit a Ticket. Our Customer Support Team will guide you through the next steps.
If you’re experiencing problems with a product after you’ve purchased it. For example, you don’t know how to activate a Steam key provided, you can find all the instructions at https://train-simulator.com/activateproduct. If you’re experiencing technical issues, unable to load or run a product due to an error, we’ll need you to complete our 10-step process first. We regret we will not be able to help you without the information highlighted in the guide.
Who is this Document for?
For customers seeking a refund or are experiencing problems with purchasing a product from Steam or our online store.