Note that this was after Valve was taken to court and was ordered to pay fines for violating consumer protection laws by not offering refunds.
> Valve must pay a fine of AU$3 million (about £1.6m/US$2.3m/€1.8m) for misleading Steam users in Australia by stating they were not entitled to refunds for faulty games on Steam
Australian laws do not apply to the rest of the world - and a $2.3m fine is pennies anyway. So no, that is not why people in the US can get a refund after playing a game for up to 2 hours...
The only thing I get mad at Steam about is that the client updates (baseless accusation incoming) WAY too often and/or desperately needs to have some sort of incremental update system. I am, however, not a game developer. But as a consumer it's been very good.
Feels very apple-esque when people spin up compliance to government regulations as "pioneering". Then Epic has the same spin every other company does and they are ground to dust in the internet discourse.
But yeah, difference is Valve knows to be good to consumers (mostly) but make dev support a nightmare if you're not big enough.
> That, and Steam hasn't really burned many folks, ever.
I think like many new things it got off to a rocky start in 2003 and 2004 (especially with the launch of Half-Life 2). I only started using Steam on 2007 I think and I've never had an issue.
Whether it should may be a different issue.