A solo game developer known as Zoroarts has highlighted an issue with Steam's refund policy, reporting that his recently released game, Paddle Paddle Paddle, has been refunded approximately 55,000 times. The issue stems from the game's relatively short completion time, which in many cases falls within Steam's two-hour refund window.
Steam's refund policy allows players to request a refund for any game purchased within the last 14 days, provided they have played it for less than two hours. While this policy is generally consumer-friendly, it presents a challenge for developers of shorter titles.
Zoroarts stated on X that despite Paddle Paddle Paddle receiving a "90% very positive" review score on Steam, its refund rate is "21%," equating to over 55,000 refunds. The game, which costs $5 at full price and has frequently been on sale for $3, features a third-person boat-paddling adventure playable solo or in co-op. The developer noted that many players complete the game in under two hours, leading them to utilize the refund option even after enjoying their experience.
Initially, Zoroarts aimed for a completion time closer to three-and-a-half hours, and he reports that many players do take this long. However, the game has also attracted speedrunners and players who prioritize challenging, quick-completion games, leading to a significant number of players finishing it within the refund period. The developer estimates that this has resulted in approximately $154,000 in lost income after Steam's cut, assuming an average price of $4 per sale.
This situation raises questions about whether Valve's refund policy inadvertently disadvantages developers of shorter games. Zoroarts suggested a potential solution: displaying estimated playtimes on store pages and potentially removing "too short" as a valid reason for refunds if the playtime is under two hours. Kotaku has reached out to Valve for comment on whether this issue has been considered and to Zoroarts for further details on his experience.