Digital Game refund policy?

they refused my refund because "Our refund policy does not allow refunds for digital game products that have been played or consumed" but i thought the policy was under 2 hours? was I wrong?

ive done every bit of support that i have found on the web, and even from microsoft store experts and none of them can fix my problem (and ive even tried fresh install, still doesnt work(for context i have a 240gb ssd boot drive, with a 1tb internal hdd for my files and an 8tb storage drive for video editing and games)), tis is 100% a server side issue as my pc has no problems whatsoever downloading other content

You're welcome and I also apologize for the trouble. I wish that I can do more, however, that's the only information available as well as they're the only team that will be able to check this.

I never completed the game, the game is Hell Let Loose which is a Multiplayer game. I didn’t even stay it the game I was in because it was performing so poorly. Their criteria for offering a refund is vague and unclear which is why I'm trying to get clarification.

Ya playing and completing a game is played

It isn't try before you buy

And abusing the policy just ends badly

You can have upto a month marketplace suspension for that till you can be trusted in buying again

And it varies if you trying 80% of the game you are playing it