Steam Refund Policy Questioned After People Refund Highly Reviewed 2-Hour Game

Paddle Paddle Paddle is the hot topic of conversation in the indie scene right now, after developer Zoroarts pointed out that despite the game earning itself ‘Very Positive’ reviews, people have been taking advantage of Steam’s refund policy.

Steam‘s 2-hour refund window has been an accessible and forgiving system to help people who aren’t enjoying their first chunk of a new game. On PlayStation, if you so much as install a game, Sony will refuse refunds.

On the other hand, Steam is more generous, but it can appear to be a detriment.

Over 55,000 Refunds and Counting for Paddle Paddle Paddle on Steam

Paddle Paddle Paddle is a solo or co-op game where you must navigate your boat through a litany of progress-ending obstacles.

Rage-quitting is considered a ‘feature,’ so get your patience ready, but the game’s appeal has clearly resonated with many. As of writing, it has 1,403 user reviews on Steam, and it’s earned a ‘Very Positive’ rating.

However, developer Zoroarts took to X to voice their concerns over Steam’s refund policy:

‘This should not be possible.

@Steam Would be cool if you could finally do something about your refund policy…Got dozens of reviews like that and 21% refund rate even though the Reviews are 90% very positive… Thats over 55,000 Refunds btw…’

The review in question labels Paddle Paddle Paddle a ‘great game,’ but says that they refunded the game anyway—presumably because they can.

Steam refunds are primarily supposed to be for users who aren’t enjoying the experience, whereas this contradicts that, and is essentially a loophole to get a free game.

@IndieGameJoe stepped in to offer their two cents on the matter. They explained a lot, but their key points were:

• Paddle Paddle Paddle has sold over 270,000 copies so far.
• Refunding the game after leaving a great review is “frustrating.’
• ‘Steam’s own policy even explicitly says refunds are “not as a way to get free games.”‘
• Shorter games run the risk of the 2-hour refund window possibility.
• The refund policy window actually promotes more sales because “there was so much less risk in doing it, and most of those people kept the game.”
• “Zoroarts’ actual suggestion, showing expected playtime on store pages, is a neat idea that could be interesting to see.”

Even Zoroarts may have come around to the idea after Indie Game Joe’s breakdown: ‘Very good take that really made me think about my mindset! Thanks for sharin, Joe!’

There are a ton of interesting points and viable feedback here. It shows both sides of the coin, and that Steam refunds may not be all that bad?

You can check out the official trailer for Paddle Paddle Paddle to see if it’s for you!

It’s time for your opinion: Do you think Steam needs to revise its refund policy? Let us know via the official Insider Gaming Discord Server.

For more articles from Insider Gaming, read that the XBOX Game Pass user count hasn’t grown in years. Don’t forget to sign up for our weekly newsletter.