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Steam’s refund policy is restrictive, incoherent and in urgent need of change

3 Dec 2013  by   Peter Parrish

Over the weekend, Steam broke its own concurrent user record with seven million PC players playing DOTA 2 various games on Valve’s digital platform. After a ropey launch in 2003, the desktop client now dominates the PC world. Other digital game stores are still out there doing business, but these tend to either be backed by a major publisher (Uplay, Origin,) exist in a prosperous niche (GOG.com) or simply act as a third party to sell Steam keys (GreenManGaming.)

For the most part Valve seems to use its position of digital supremacy in a benevolent fashion. The platform is stable, appears to provide solid download rates and even manages to function in Offline Mode these days. Meanwhile, regular Steam sales keep the players happy and keep the cash rolling in for platform, publishers and developers alike.

But there’s one area where Valve and Steam show baffling contempt for their customers. Refunds.

x rebirth (3)

X Rebirth, a game with an abysmal launch deserving of refunds.

Here’s Steam’s refund policy. It says you have no recourse to a refund, except under some very specific circumstances.

As with most software products, we do not offer refunds or exchanges on games, DLC or in-game items purchased on our website or through the Steam Client … An exception is made for games purchased during a pre-order period if the request is received prior to the games’ release date.

Valve has even attempted to weasel out of the Distance Selling regulations (which apply in EU territories and the UK) by adding this segment to its (mandatory) End User License Agreement (EULA):

IF YOU ARE AN EU SUBSCRIBER YOU HAVE THE RIGHT TO WITHDRAW FROM A PURCHASE TRANSACTION FOR DIGITAL CONTENT WITHOUT CHARGE AND WITHOUT GIVING ANY REASON UNTIL DELIVERY OF SUCH CONTENT HAS STARTED OR PERFORMANCE OF THE SERVICE HAS COMMENCED. YOU DO NOT HAVE A RIGHT TO WITHDRAW FROM A TRANSACTION OR OBTAIN A REFUND ONCE DELIVERY OF THE CONTENT HAS STARTED OR THE PERFORMANCE OF THE SERVICE HAS COMMENCED, AT WHICH POINT YOUR TRANSACTION IS FINAL.

I say “attempted,” because I’m not a legal professional and the validity of Steam’s EULA vs European Union legislation has, to my knowledge, never been tested in court. Probably because the majority of PC players don’t fancy opening up complex legal proceedings over a £15 GBP purchase of The War Z.

Anyway, according to Steam’s legal semantics, you can’t invoke the Distance Selling legislation once you’ve started playing the game. Or once “performance of the service has commenced” to put it in their own shark-eyed terms.

Aliens: Colonial Marines

Aliens: Colonial Marines, a game advertised at trade events with falsified footage. Worth a refund, I’d say.

It’s a strangely Draconian stance from a company with an otherwise friendly, inclusive face. For the vast majority of purchased items, you need to actually use them for a bit before you can figure out whether they’re broken. I’d argue that the same is true of games. It takes a good few hours to figure out whether a title is a bugged piece of shit, just as it might take a while for stitching to come out of a pair of boots or a dishwasher to explode.

In Valve’s world, you should know before you play a game whether it’s going to function as advertised.

There are some ways to stay informed about a game’s release quality, it’s true. People can read about it on forums or through previews, for example. But the former is only an option if the game is already out, and the latter is subject to both the integrity of the journalist writing about the title and the ‘reach’ his or her publication may have.

When IncGamers ran a less than stellar (yet eerily prescient) preview of Total War: Rome II we found ourselves curiously absent from the ‘Preview Round-up’ forum posting by Creative Assembly’s community staff, and missing from the twitterverse promotions about glowing write-ups from other outlets. The public weren’t being informed about the possible bugs at launch because the coverage was being massaged from the very beginning. That’s how marketing operates.

So who could blame the average game buyer, even one who has tried to stay informed, for taking the plunge on Rome II? For that matter, why are videogame customers being expected to adhere to this higher standard of transaction research in the first place?

total war rome 2 (4)

Rome 2. Another disastrous launch deserving of a refund option.

Total War: Rome II, X Rebirth and Aliens: Colonial Marines are just three examples of games released this year which did not functioned as advertised. They all “worked” in the sense that they booted up, but the reality of their launch did not match the pre-release marketing hype. But if you’d fired any of the games up for even five minutes on launch day to discover, yep, they’re a bit crap, you’d have voided your right to request a refund under Steam’s crazy policy terms.

Except, the weird part is people sometimes do get refunds on Steam in these and similar circumstances. It’s just that nobody knows precisely how to do it. There are no definitive guidelines and no objective methods, just guesswork and hearsay. Steam’s customer support staff seem to handle things on a case by case basis, where in some (rare and mysterious) cases the official refund policy can be over-ruled.

For those with time and dedication enough to poke and prod and maintain an air of politeness (perhaps combined with a robust knowledge of local sales laws,) a refund through Steam is a possibility. There are persistent rumours that Valve will only ever allow you one refund per account, but these are also pretty difficult to verify.

This kind of inconstancy and incoherence is maddening, unbecoming of PC gaming’s most popular digital platform and could be easily resolved with the implementation of a sensible, straightforward refund policy. Instead of forcing customers to share whispered, arcane tips online about how to get their money back, maybe it would be better to just have a clear set of rules to follow. Man, if only there were somewhere in the digital PC sales market we could look for such a th … holy shit, Origin has one.

Yes, Valve’s attitude to refunds is so pathetic that even nasty old EA has them trumped.

Ashes Cricket 2013 was so bad that Valve pulled it from Steam and everybody did get refunds. From publisher 505 Games.

Here’s the ‘Great Game Guarantee,’ active since August of this year:

Origin PC digital download refund: The Great Game Guarantee allows you to return EA digital game downloads (PC/Mac) purchased on Origin for a full refund within 24 hours after you first launch the game, within seven days from your date of purchase or within seven days from the game’s release date if you pre-purchased/pre-ordered, whichever comes first.

It’s not perfect. It only applies to games published by EA or EA partners at present, and doesn’t extend to DLC. But it’s leagues ahead of Steam’s bumbling, confused, ‘deny all refunds, oh except when we don’t’ approach. You could use it on, say, Battlefield 4 after it crashes for the 500th time.

With this simple policy, EA accounts for people who’ve been misled by dubious marketing or found that the game isn’t compatible with their rig, or just went mad and accidentally bought and booted up a game for some inexplicable reason (hey, I don’t know, it could happen.) If you’ve tried the game within a week of purchase and found that it’s utter dreck, you have a 24 hour window in which to get a refund. Splendid.

Battlefield 4 - 09

Battlefield 4, seen here in a rare moment before a server crash.

There’s really no excuse for Steam to keep avoiding the implementation of a similar policy. I understand that they want to prevent frivolous refunds, or people trying to get money back after already finishing the game, but there are ways to prevent those situations without resorting to anti-customer practices. The vast majority of players would probably even accept store credit as recompense, which would cost Valve next to nothing in the long run (unless people kept that cash in their Steam wallets out of spite or something.)

Customers can help themselves by avoiding pre-orders and waiting for reviews and opinions to trickle out about a game, but it’s also important to hold sellers to some level of responsibility. Currently, Valve is reaping the benefits of being a digital middle-man, while abdicating any kind of obligation towards the quality of what is being sold. When a company like EA already has you beaten on that score, it’s time to consider an urgent change of heart.

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  1. Danimore
    -3

    \Customers can help themselves by avoiding pre-orders and waiting for reviews and opinions to trickle out about a game,\

    Yep!

    \but it’s also important to hold sellers to some level of responsibility.\

    Thats what we have game reviewers for.

    December 4, 2013 at 2:45 am

    1. JM
      +3

      Except there are a lot of gamers out there who *like* to buy stuff on release.

      The best example here is Battlefield 4. Buggy, crashy mess. You actually expect it to be buggy in the beginning, and you give them an update or 2 to fix it. But when it’s not fixed? Well in my opinion that’s just as bad as your shoes breaking after a month of wear. You return them and you get your money back.

      As for the Steam “you can’t do that in EU” TOS deal, it’s just plain greedy ridiculous. You can’t sign away your rights, literally. That part in the TOS isn’t worth the pixels it consumes on your screen, and it wouldn’t make a lick of difference in, say, EU court.

      December 4, 2013 at 7:08 pm

  2. .... wat
    -3

    More like almost all big titles got a demo, you have youtube videos and review sites to check up games before you buy them, review scores aren’t meant to be read because they’re bullshit but the review itself can tell you clearly if the game is completely broken or not…

    also games are so cheap on steam that it’s not like you’re paying 60$ for a game (with the exception of crap of duty)

    December 4, 2013 at 4:43 pm
  3. Avatar of
    nasarius
    +9

    Steam operates almost entirely by the good grace of other companies, who allow Valve to distribute their copyrighted works under whatever contract they’ve negotiated. From that perspective, it would be very difficult to implement a new refund policy across the board.

    However there’s no excuse for not allowing per-publisher refund policies, and making that transparent on the store page, just as they do with DRM warnings. Make it very clear who’s reasonable and who’s not.

    December 4, 2013 at 5:30 pm
  4. Avatar of
    sorudo
    +9

    there is a less legal way, most game companies are getting more and more paranoid while forgetting to make a demo for the game.
    at times like that, no matter how illegal it is, it’s best to first download it cracked and decide if it’s worth the money.

    companies need to realize that a demo tells the customer allot more then any review or trailer can ever say, when a game lacks a demo it asks to be downloaded trough cracked versions.
    they want to add DRM and turn to steam, we want to know what the game is all about and ether turn to a demo or go for a cracked version when the game lacks a demo.

    December 4, 2013 at 8:23 pm
    1. Avatar of
      Shoomer
      -9

      Apart from everything else you said and being totally off topic, and being wrong in every way. You need to learn how to spell.

      December 6, 2013 at 3:47 pm

  5. Ralph
    -1

    Both Aliens and Rome 2 could be seen as a steaming pile weeks before their release. Anyone who is still pre-ordering games is a fool and should expect to not have their money back. Think about all the games that can be completed in under 24 hours… you expect companies to simply give away these games for free? Should Valve have a more clearly defined refund policy? Hell yes, but it should also be put on the consumer to explain why they require a refund. Especially if you have multiple hours of play on your account for a game, somehow I doubt you are playing 6 hours of BF4 and it is crashing 500 times in 6 hours. There are more than enough review sites, forums, communities that are complaining about problems in the games that have problems… BUYER BEWARE… The writer of this article should perhaps try to do some real journalism and find out who these people are who actually got multiple refunds from Valve, perhaps they actually have legitimate reasons rather than chalking them up to some kind of voodoo spell or magic.

    December 5, 2013 at 9:16 am

  6. DavyD
    +6

    Steam is now operating as a monopoly of the direct download games market, and for all intent and purpose they are. Nobody can compete and there is much I love about Steam. But their customer service is at best bad, at worst taking the piss. They are taking advantage of the fact that no other service can compete.

    I have an on-going complaint about Antichamber. It just doesn’t work, even after trying everything I can. Valve/Steam just kept ignoring the problem, referring time and time again me to 3rd party who made the game. The makers of the game have not replied to any of my emails or updated their support for almost a year.

    Steam says see the game makers – game makers do nothing – steams says tough.

    Well I bought the game from Steam. Even GOG and EA provide refunds now. Sort it out valve, we used to love you. Please don’t be the bad guys now.

    December 6, 2013 at 2:09 am

  7. DavyD
    +1

    \Steam operates almost entirely by the good grace of other companies\ They have no moral right to do that and at least in the EU very dubious legal rights to behave that way. If I make a purchase from Valve then they should be both morally and legally responsible for that purchase. I’m not talking about \bad\ games as such. I mean games that simply do not work. And in a situation when all support from the \other companies\ is not happening then Valve should have duty to refund.

    December 6, 2013 at 4:43 am

  8. Kodes
    +1

    They’d save themselves some grief if they had a bit of quality control on what was actually sold on Steam too – some of these early access things are utterly atrocious and will never be any good. It’s taking money away from actually good games!

    December 6, 2013 at 7:53 pm

  9. pdiddy

    RTW2 pretty much ended the major pre-release purchase for most all the gamers I know. Only way to get a bite on such offers in the future will be darn good pre-purchase goodies.

    December 9, 2013 at 7:19 pm

  10. Awarkle

    I think Steam risk more than just threat of sanctions from the EU, I think they actually risk a much bigger picture.

    A lot of new games on the steam system are greenlighted pre release alphas, now I have bought quite a few early release games knowing they were early release. I accept that as a risk of the purchasing process. However x-rebirth I bought based on the video and description provided by steam. I didn’t visit the forums I thought great a new trading game while I await elite dangerous.

    and I got burned badly I think 17 hours total play time so I asked for a refund and was told. Because I had played 17 hours I couldn’t have a refund.

    Ok so I made a decision after the rejection email, never to buy any game from the greenlight section never to buy any game until its been released and reviewed or that I am absoultly sure its what im getting.

    The thing about x-rebirth is that I didn’t want the money back it could have been returned to me as a “store credit” which a lot of shops will do on mistaken purchases (not just faulty). So its not as if they have lost out on a sale.

    I suspect they are in the “we don’t give a care” group so many customers willing to spend a few complaints don’t make a difference.

    December 14, 2013 at 12:46 am

  11. Ashley

    I was interested in buying some games on Steam today, but I won’t because there’s no way for me to return them if I don’t like them. It’s a $30, $50, $100 gamble that I’m not willing to make. I guess I’ll just go spend that money elsewhere.

    January 4, 2014 at 11:45 pm

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