A developer behind the indie boat adventure game "Paddle Paddle Paddle" has voiced frustration with Steam's refund policy, arguing it unfairly impacts shorter gaming experiences. The developer, Zoroarts, stated on X that players are completing their game and leaving positive reviews, only to then request and receive full refunds, citing the game's short playtime.
Steam's current policy permits refunds for games played for less than two hours within 14 days of purchase. This system is designed to ensure customer satisfaction with a game's initial hours. However, Zoroarts contends that this policy inadvertently penalizes developers of smaller titles that can be completed within this time frame. Despite "Paddle Paddle Paddle" receiving a "Very Positive" average rating on Steam and a sale price of $3, it reportedly has a 21% refund rate.
Zoroarts shared an example of a review stating, "GREAT GAME, finished within 1:40 hrs (refunded)." The developer explained that the game was designed with an intended playtime of approximately four hours, with the free demo alone taking about 40 minutes. Some players, including speedrunners, can complete the game in one to two hours, leading to refund requests. Zoroarts noted receiving comments such as "Make a game longer than 2 hours."
The developer emphasized that player reception to "Paddle Paddle Paddle" is largely positive, evidenced by nearly 1,400 Steam reviews. Zoroarts believes that refunding a game after completion and positive feedback, without even declaring the game bad, is problematic. The developer also noted that PC gamers sometimes seem resistant to shorter game lengths and the associated price points, but stated there is no justification for players to insult the game or developer.
Responses to Zoroarts' critique have been varied. Some suggest Valve is unlikely to alter its policies, while others advocate for clearer playtime labeling for games. Zoroarts supports this idea, believing that transparently displaying the estimated price and playtime would prevent "Too short" from being a valid reason for refunds.
Valve's terms of service do address the "abuse" of the refund policy, stating that refunds are not intended as a method to obtain free games and that privileges may be suspended for those who unfairly exploit the system. The extent to which this clause is actively enforced remains unclear.