Steam Refund Policy 2026: The 2-Hour Rule Explained

Valve sells more PC games than every brick-and-mortar retailer combined, and quietly runs the most consumer-friendly digital refund policy in the entire industry. The 2-hour playtime / 14-day purchase window rule is famous — but the policy fine print covers DLC, Early Access, pre-purchases, bundles, gifts, in-game purchases, Steam Wallet, hardware, and recurring subscriptions, each with a different deadline. Get the wrong path wrong and Steam denies the refund; get it right and you have your money back, usually within seven days, on the original payment method. This guide breaks down Valve's full 2026 refund policy end-to-end: the verbatim rules straight from the Steam Subscriber Agreement, what counts as "playtime" after the 2024 Early Access change, the five categories of purchases that are never refundable, and the step-by-step process at help.steampowered.com that takes about 90 seconds.

Table of Contents

1. The Two-Hour / 14-Day Rule in Plain English
2. How to Request a Steam Refund — Step by Step
3. What Counts as Playtime After the 2024 Early Access Change
4. Refund Eligibility by Purchase Type
5. DLC, Pre-Purchases, and Bundles — Special Rules
6. Renewable Subscriptions: The 48-Hour Window
7. Steam Wallet and Gift Refunds
8. What Steam Will NOT Refund
9. Steam Hardware: Steam Deck and Index Refunds
10. EU and Australian Consumer Rights — Stronger Than Valve's Policy
11. The Refund Abuse Rule — When Valve Says No
12. How Purchy Tracks Your Steam Refund Window
13. FAQ

The Two-Hour / 14-Day Rule in Plain English

The Steam refund policy is unusual in modern software in that it begins with a sentence saying yes. From the official policy at store.steampowered.com/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 the required return period, and, in the case of games, if the title has been played for less than two hours."

Two numbers do the work:

• 14 days — the window between purchase and refund request, measured from the receipt timestamp Valve emails after the credit-card charge clears.
• 2 hours — the cumulative playtime in that title across all installs and accounts on the purchasing Steam account. Cloud-sync time, time spent in the Steam Library page, and time downloading do not count. Active game-process time — measured by Steam's overlay session timer — does.

Both conditions must be satisfied. A purchase made 4 days ago with 2 hours and 1 minute of playtime is not eligible. A purchase made 15 days ago with 12 minutes of playtime is not eligible. A purchase made 13 days ago with 1 hour 59 minutes of playtime is eligible, and Valve approves these requests almost universally without follow-up questions.

The policy is also notable for an explicit "ask anyway" clause: "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." Valve grants out-of-window refunds in a meaningful fraction of cases, especially for technical issues (game won't launch, crashes on load, missing hardware feature), refund-window-edge cases (filed at 2 hours 3 minutes after a corrupted save forced replay of the tutorial), or when the player simply hasn't requested many refunds before.

For dollar-stakes context: the typical PC game on Steam costs $30-$70 at full price and $10-$30 during the seasonal sales (Summer Sale in late June, Autumn Sale in late November, Winter Sale in late December, Spring Sale in March). A meaningful number of Steam users buy 5-15 games per year and refund 1-3 of them. Across a multi-year purchase history, the 2-hour rule alone recovers a few hundred dollars for an active gamer.

How to Request a Steam Refund — Step by Step

There is exactly one official channel: help.steampowered.com. The Steam client itself, the desktop app, the mobile app, and the Steam web store all funnel refund requests through the same Help Center form.

Step 1 — Sign in. Open help.steampowered.com in a browser and sign in with the Steam account that made the purchase. Refunds cannot be requested on behalf of another account, and a Steam Guard 2FA prompt may appear.

Step 2 — Pick "Purchases." The Help Center landing page has six top-level categories. Click "Purchases" — Steam loads a list of every purchase on the account, sorted reverse-chronologically with thumbnails, titles, dates, and amounts.

Step 3 — Find the title. Recent purchases sit at the top. The Help Center shows about the last 60-90 days by default; older purchases appear under "Older Purchases" at the bottom of the list. Each purchase eligible for refund shows a green "I would like a refund" button. Purchases outside the 14-day window or with more than 2 hours playtime usually show "This purchase is not eligible for a refund" — but click the title anyway, because the next page sometimes presents an out-of-policy refund request form.

Step 4 — Select the reason. Steam asks why you want the refund. The options include "It's not what I expected," "Problem with my account," "Gameplay or technical issue," "Game won't launch," "I purchased this by accident," and a free-text "Other." The category does not change refund eligibility — Valve's automated system uses the playtime and window data — but it routes the refund to the right billing team and can speed approval for technical-issue claims.

Step 5 — Pick the refund destination. Two options: original payment method (credit card, PayPal, Apple Pay, etc.) or Steam Wallet credit. Steam Wallet credit is instant; original-payment-method refunds take "up to 7 days" per Valve's policy and in practice clear in 2-5 business days for U.S. credit cards. PayPal refunds frequently land same-day.

Step 6 — Submit. Click "Submit Request." Steam returns a confirmation email immediately with a refund-request reference number (formatted like "Steam Support refund request #XXXXXXX"). The status appears in your store.steampowered.com/account/history page and at help.steampowered.com under "Recent Requests."

Most in-window refunds are approved within minutes by Valve's automated system. Out-of-window refunds (asking anyway) are reviewed by a human and typically respond within 24-48 hours. If Valve denies the refund, the denial email includes the specific reason — usually "exceeded 2-hour playtime limit," "exceeded 14-day window," "VAC banned on this title," or "ineligible content type." A second request on the same title is allowed but rarely overturns the first decision.

For the timing context across consumer products, this 7-day refund-issuance window puts Steam well ahead of, for example, the AppleCare+ refund window — see our AppleCare+ refund policy 2026 guide for the 30 to 60-day state-specified deadlines Apple operates under. Steam's policy is one of the fastest reliable refunds in U.S. consumer software.

What Counts as Playtime After the 2024 Early Access Change

The single most important detail in the 2026 Steam refund policy is the change Valve made to the Early Access / Advanced Access rules. The official policy reads:

"If you purchase a game that is in Early Access or Advanced Access, any playtime will count against the two-hour refund limit."

Before this change, players who pre-purchased a game and then played the Advanced Access build could refund the game on release day even after dozens of hours of play, because "release date" started the 14-day clock fresh and the 2-hour cap was only checked from release date forward. Players widely exploited this for short, story-driven games with shipping-day playthroughs. Valve closed the loophole.

Three current-policy implications:

1. Advanced Access counts. Major publishers (notably EA, Ubisoft, and 2K) routinely sell a "Premium Edition" or "Gold Edition" that includes 3-7 days of Advanced Access before the official release date. Time spent in those Advanced Access sessions counts against your 2-hour refund limit, even though the 14-day refund window has not started yet.
2. Early Access counts. A growing share of indie and AA titles ship in Steam Early Access for months or years before "1.0." Any time logged during that Early Access phase counts against your 2 hours. If you played an Early Access game for 4 hours over 6 months, you cannot refund it the day it leaves Early Access.
3. Beta tests do NOT count. The same paragraph carves out beta testing explicitly: "the two-hour playtime limit for refunds will apply (except for beta testing)." If you signed into a closed beta or a public open beta sponsored by the developer through Steam's beta-key program, those hours do not count against you. Valve distinguishes "beta" (developer-controlled invite or opt-in program) from "Early Access" (publicly purchasable build).

For pre-purchases of games that are not yet playable in any form — no Early Access, no Advanced Access, no demo — the policy is unambiguous: "If you pre-purchase a title which is not playable prior to the release date, you can request a refund at any time prior to release of that title, and the standard 14-day/two-hour refund period will apply starting on the game's release date." Pre-orders for non-playable titles are effectively risk-free: you can refund any time before release, and you have a full 14 days plus 2 hours after release.

The practical lesson: if you have any doubt about a game and the Advanced Access window has opened, do not install it. Wait for the official release and start the 14-day clock with playtime at zero. The few hours of "play it three days early" are not worth forfeiting refund rights on a $70-$100 Premium Edition purchase.

Refund Eligibility by Purchase Type

Steam sells eight distinct product categories and each has its own refund rules. The matrix below maps every category to the 2026 policy.

DLC, Pre-Purchases, and Bundles — Special Rules

The three categories that trip up the most refund requests are DLC, pre-purchases with Early Access, and bundles. Each has a non-obvious twist.

DLC refunds have a moving target. The 14-day clock starts from the DLC purchase, but the 2-hour playtime limit measures playtime in the underlying base game since the DLC was added. If you owned a base game and logged 80 hours into it, then bought a DLC, you can still refund the DLC as long as you have played less than 2 hours of the base game in the 14 days after buying the DLC. The verbatim policy: "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."

The "consumed, modified, or transferred" clause carves out non-refundable third-party DLC. The policy continues: "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)." Steam flags these clearly on the store page before purchase — look for "This DLC is non-refundable" or similar text under the price.

Pre-purchases are the most refund-friendly category. As long as the game is not playable in any form, the refund button works at any time before release with zero usage check. This matters because release dates regularly slip: if you pre-purchased a game in February that gets delayed from May to September, you can refund the pre-purchase any time during that window with no penalty. The 14-day clock only starts ticking on release day.

Bundles are all-or-nothing. The bundle refund rule is strict: the combined playtime across every item in the bundle must be less than 2 hours, and not a single item can have been transferred to another account or marketplace. The policy: "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."

Practical implication: a "Complete Edition" bundle of base game + 4 DLCs has one 2-hour budget for all five items together. If you played the base game 1 hour 50 minutes and the first DLC for 20 minutes, the bundle is no longer refundable. The components, however, may still each be individually refundable on their own playtime/window rules if Valve can separate them — Steam tells you this at checkout if it applies.

Bundles that contain a single non-refundable item — for example, video content with a refundable game, or non-refundable third-party DLC with a refundable game — are flagged at purchase: "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."

Renewable Subscriptions: The 48-Hour Window

Steam sells renewable subscriptions in two shapes: full-catalog game subscriptions (EA Play is the most prominent example, available via Steam in most regions) and per-game DLC subscriptions (some MMOs and live-service games sell monthly or quarterly content passes through Steam). Both follow the same refund rule, which is materially tighter than the 14-day game window.

"If a renewable subscription has not been used during the current billing cycle, you may request a refund within 48 hours of the initial purchase or within 48 hours of any automatic renewal. Content is considered used if any games within the subscription have been played during the current billing cycle or if any benefits or discounts included with the subscription have been used, consumed, modified or transferred."

Three numbers to track:

• 48 hours — the refund window from the initial subscription purchase or from each auto-renewal billing date.
• Zero usage — any game played from the subscription catalog, any included perk redeemed, any discount used voids the refund.
• Cancel separately — turning off auto-renewal does not refund the current cycle. The policy is explicit: "Once cancelled, your subscription will no longer automatically renew but you will retain access to the content and benefits of the subscription through the end of your current billing cycle."

For users who routinely catch subscription renewals after the fact, the 48-hour window is much shorter than other consumer services. Compare with the patterns in our how to cancel subscriptions you forgot about guide and our forgotten subscription refund walkthrough — Steam's 48-hour rule is one of the tightest, and the FTC's Click-to-Cancel rule (covered in our FTC Click-to-Cancel 2026 guide) does not extend the refund window itself, only the cancellation pathway.

If you want a subscription refund, you have to file the request within 48 hours of the charge timestamp and you have to have not launched any game from the subscription catalog or used any benefit in that billing cycle. Players who started a "browse the catalog" session and launched a single included game for one minute have forfeited the refund.

Steam Wallet and Gift Refunds

Steam Wallet funds are refundable, but only under specific conditions:

"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."

Two requirements: 14 days from the wallet purchase, and zero balance used. The moment any cent from those funds is spent — on a game, a DLC, a community-market trade, an in-game purchase — the wallet refund window closes for that funding event. New wallet funds added subsequently start their own 14-day window.

The other important constraint is "purchased on Steam." Steam Wallet cards bought at GameStop, Best Buy, Target, or any other retailer are explicitly not refundable through Valve: "Valve cannot provide refunds for purchases made outside of Steam (for example, CD keys or Steam wallet cards purchased from third parties)." A $50 Steam Wallet card from Walmart, once redeemed onto your account, cannot be refunded to Valve — you can only return the unredeemed physical card to the retailer per their policy.

Gift refunds split into two cases:

• Unredeemed gifts — the original purchaser can refund within 14 days and 2 hours as if it were a normal purchase. The gift recipient does not need to be involved.
• Redeemed gifts — only the recipient can initiate the refund, and the refund still goes back to the original purchaser. The policy: "Redeemed gifts may be refunded under the same conditions if the gift recipient initiates the refund. Funds used to purchase the gift will be returned to the original purchaser."

The redeemed-gift rule is occasionally a source of friction. If you gifted a game to a friend and they played it for 3 hours, you cannot refund it from your side, and neither can they (over 2 hours). If you gifted a game they never installed, they have to log into help.steampowered.com from their own account and submit the refund request. The funds will appear in your original payment method, not theirs.

What Steam Will NOT Refund

Five categories are categorically non-refundable, and Valve will deny these regardless of window or playtime.

1. Video content. "We are unable to offer refunds for video content on Steam (e.g. movies, shorts, series, episodes, and tutorials), unless the video is in a bundle with other (non-video) refundable content." Steam's video catalog includes documentaries, gaming tutorials, esports broadcasts, and anime/series. None of it is refundable on its own.

2. Off-Steam purchases. Steam CD keys bought from third-party resellers (Humble, Fanatical, GMG, etc.) and Steam Wallet cards bought at retail must be refunded through that seller, not Valve. This is the same legal principle covered in our how to return without a receipt guide — when Valve isn't the merchant of record, Valve isn't the refunder.

3. Items lost to a VAC ban. "If you have been banned by VAC (the Valve Anti-Cheat system) on a game, you lose the right to refund that game." This is enforced rigidly. A VAC ban on Counter-Strike 2, for example, eliminates your refund eligibility on CS2 for life, regardless of how recently you bought it. The ban is per-game (or per-game-family for Valve titles), and it does not affect refund eligibility on other unrelated titles on the same account.

4. Consumed, modified, or transferred items. Any in-game item or DLC that has been used in a way that cannot be reversed — character upgrades that level a profile, virtual currency that has been spent, marketplace items that have been traded — is no longer refundable. The "transferred" rule is particularly strict: a cosmetic item that was traded once to another account and traded back is still treated as transferred.

5. Subscriptions where any content was touched. Even one minute of playtime on one game from a subscription catalog voids the refund for that subscription period.

A practical sixth case worth knowing: Valve frequently denies refunds for games where the player has unlocked a meaningful achievement count (more than ~10-15 achievements depending on the game's total) even within the 2-hour playtime limit. This is treated as a flag for "the player got significant value from the purchase," and while it's not in the verbatim policy, it appears in denial emails for borderline cases.

Steam Hardware: Steam Deck and Index Refunds

The hardware refund policy is separate from the games/DLC policy and follows its own document at store.steampowered.com/steamhardwarerefunds. The high-level rules:

• 14 days from delivery — based on the carrier's confirmed-delivery date, not the order date or the day you opened the box.
• All-original-condition return — hardware, all included accessories, original packaging, and any bundled cables and documentation.
• Customer pays return shipping for non-defective returns; Valve covers return shipping for defective hardware.
• Up to a 15% restocking fee is theoretically possible for non-original-condition returns, although in practice most returns process at full refund.

Steam Deck OLED and LCD, Valve Index VR (headset, controllers, and base stations), Steam Controller (when it was in production), and the older Steam Link all fall under the hardware policy. The hardware policy explicitly references the Steam Subscriber Agreement and the consumer-protection law of the buyer's state — California, New York, and a few other states extend the return window or limit the restocking fee.

For comparison context with other electronics refund policies, see our Amazon electronics return policy and Best Buy return policy guides. Steam's 14-day hardware window is in line with the standard tech-electronics 14- to 30-day baseline.

EU and Australian Consumer Rights — Stronger Than Valve's Policy

Two jurisdictions force Valve to offer rights beyond the standard policy.

European Union — Right of Withdrawal. Under the EU Consumer Rights Directive, consumers have a 14-day "right of withdrawal" for digital goods unless the consumer has expressly waived that right by starting to download or access the content. Valve's interpretation is that purchasing and downloading a game on Steam constitutes waiver of the 14-day cooling-off period. However, EU consumers retain stronger rights when content is faulty. The Steam policy notes: "Consumers in some jurisdictions may have additional rights to a refund in circumstances where the game is faulty."

Australia — ACCC Federal Court ruling. In 2016, the Australian Competition and Consumer Commission won a Federal Court case against Valve over violations of Australian Consumer Law. The Full Court of the Federal Court affirmed the orders in 2017. Valve was found to have made false or misleading representations that consumers did not have rights to refunds in certain circumstances. The ruling forced Valve to:

1. Acknowledge that ACL guarantees apply to digital goods sold to Australian consumers, regardless of where the seller is incorporated.
2. Provide refunds when products are not of "acceptable quality," "fit for purpose," or do not "match description" — independent of the 2-hour / 14-day window.
3. Pay AUD $3 million in penalties.

The practical effect for Australian Steam users: if a game does not work as advertised, is broken on a supported platform, or has misrepresented features, you have a refund right that overrides Valve's 2-hour limit. The Australian Federal Court ruling is referenced in legal scholarship as a key case extending consumer-law jurisdiction over global digital platforms — see the ACCC's 2017 announcement for the official summary.

United Kingdom — post-Brexit alignment. UK consumer law (the Consumer Rights Act 2015) extends similar acceptable-quality and fit-for-purpose protections to digital goods, with a 30-day "short-term right to reject" for faulty content. UK Steam users have the same defective-game refund recourse as EU users, even after Brexit.

United States — no equivalent federal right. Outside of state lemon laws (which generally don't cover digital goods), U.S. consumers rely entirely on Valve's voluntary 14-day / 2-hour policy. There is no federal counterpart to the EU Right of Withdrawal or Australian Consumer Law guarantees for downloaded games. This is part of why Valve's policy is so important: it is, in effect, the only consumer-protection floor for the majority of U.S. PC gamers.

The Refund Abuse Rule — When Valve Says No

Valve reserves the right to stop offering refunds to users who abuse the system. The verbatim language:

"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."

The clarification at the end is unusually consumer-friendly: the "buy before sale, refund, rebuy at sale price" pattern is explicitly allowed. If you bought a $60 game on Tuesday and Steam announces a Summer Sale on Thursday with that game at 50% off, you can refund the original purchase and rebuy at the sale price without it counting against your abuse budget.

What does count as abuse, in practice (based on denial reports across the Steam Community and Valve developer interviews):

• Refunding more than ~8-12 games per year on a single account, especially if the refunds are at the edge of the 2-hour limit
• Refunding multiple games in the same series after each one as if "demo-ing" the entire franchise
• Refunding regularly across multiple accounts that share a payment method
• Refunding a game shortly after using a cheat or trainer (separate from the VAC-ban automatic disqualifier)

When Valve decides an account has abused refunds, the consequence is usually a softer "refund declined — abuse pattern" response on future requests rather than an outright ban. The block is per-account. Many users who have hit the limit have had it reversed by emailing help.steampowered.com support with a clear explanation of intent. There is no published quota; Valve has consistently declined to publish one to preserve enforcement discretion.

How Purchy Tracks Your Steam Refund Window

The 14-day Steam window is short, and the 2-hour playtime limit is easy to blow past without noticing. Purchy reads digital receipts from your inbox — including Steam's purchase-confirmation emails from noreply@steampowered.com — and adds each purchase to a deadline-tracking dashboard alongside every other receipt with a refund or return window.

The Steam-specific behavior:

• Day 10 alert — four days before the 14-day window closes, Purchy notifies you if a recent Steam purchase has not yet been refunded and you have not yet exceeded the 2-hour limit on the title (estimated via the in-app Steam linkage; the actual playtime is only known to Steam).
• DLC tracking — if you purchase DLC for a base game you already own, Purchy starts a 14-day countdown specific to the DLC, separate from the base game's own window.
• Pre-purchase reminder — for pre-purchased titles, Purchy tracks the release date and starts the 14-day refund clock on release day.
• Subscription renewal warnings — for renewable subscriptions billed through Steam, the 48-hour refund window is the tightest deadline in the entire Purchy database. The product surfaces this within an hour of the renewal email.

For a broader picture of what Purchy tracks across digital and physical receipts, see our digital receipt organizer vs paper receipts guide and our how to track online purchases walkthrough. Steam is just one of the dozens of senders Purchy reads — App Store, Google Play, PlayStation Store, Xbox, Epic Games, Nintendo eShop, and the major retailers all funnel into the same deadline view.

FAQ

How long does Steam take to refund my money? Valve approves most in-window refunds within minutes via the automated system, and the funds are returned within 7 days of approval. Steam Wallet refunds are instant; credit card and PayPal refunds usually clear in 2-5 business days.

Can I refund a Steam game after 2 hours of playtime? Officially no, but Valve allows you to request out-of-policy refunds with a free-text explanation. Approval depends on the reason (technical issue, system incompatibility, accidental purchase), your refund history, and the title. A 2-hour-3-minute request for a major bug is often approved; a 4-hour request for "didn't like it" almost never is.

Does Early Access playtime count toward the 2-hour limit? Yes, since Valve's policy update. Time played during Early Access or Advanced Access counts. Time spent in officially-designated beta tests does not.

Can I refund a Steam Wallet card I bought at GameStop? No. Once redeemed onto your Steam account, the funds cannot be refunded by Valve. Unredeemed cards must be returned to the retailer per their policy. See our gift card expiration laws by state guide for what retailers must accept.

What if my Steam refund is denied? The denial email explains the specific reason. If you disagree, you can reply to the email or submit a second request through help.steampowered.com with additional context. Approval rates on the second request are low for "exceeded playtime" denials and meaningfully higher for technical-issue denials with evidence.

Can I refund a game I gifted to someone else? Only if it is still unredeemed. If the recipient already redeemed and added the game to their library, only they can initiate the refund (from their own account), and the funds return to you.

How many Steam refunds can I request before being flagged? Valve does not publish a quota. Reports from the Steam Community suggest the soft threshold is around 8-12 refunds per year for "pattern" abuse, but technical-issue refunds and rebuy-at-sale-price refunds typically do not count against the limit.

Can I refund a Steam Deck? Yes, within 14 days of delivery, under the separate Steam Hardware Refund Policy. The unit must be returned with all original accessories and packaging.

Are concurrent multi-platform purchases (Steam + Epic + GOG) tracked together? Not by Valve. Purchy tracks across all of them in a single dashboard, which is the main reason refund-window deadlines stop slipping.

Is there a way to test a game without using my refund budget? Yes — Steam Demos. Most major releases now have free demos on the store page. Demos do not count as purchases and never affect refund eligibility on the full game.

Does Valve refund games during the Summer or Winter Sale automatically? No, but Valve's policy explicitly allows you to refund a pre-sale purchase and rebuy at the sale price, which functions as an automatic-discount adjustment. This is a documented, non-abuse pattern.

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Sources:

• Steam Refund Policy (last updated April 23, 2024)
• Steam Help Center
• Steam Hardware Refund Policy
• ACCC v Valve Corporation Federal Court ruling (Australia)
• UK Consumer Rights Act 2015

Verified May 11, 2026 against Valve's official Steam Refund Policy and Steam Subscriber Agreement. Where the verbatim policy is quoted, the text is exact as of the April 23, 2024 last-updated revision. Subscription pricing, hardware availability, and regional consumer-law nuances may change; consult the linked source pages for current text in your jurisdiction.

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