Interestnig. Valve doesn't honour that agreement anyway.

I bought a game a while back that turned out not to work on my system (very clearly), and Value rejected the (several) refund requests I created for it.

So it became a matter of "do I want to do a chargeback on this (and lose my entire Steam account), or not?". Decided to just put up with it, as it wasn't much money.

That being said, I rarely buy via Steam any more, and never full price.

From memory they give refunds based on some time threshold of hours played. So if you’ve played more than say 2 hours, it’s much harder to get a refund

Yes, that's well known. The game in question had about 15 mins of total time, as it _wouldn't run_ on my system.

So, not even close to the threshold. Still, they just kept rejecting it with some form-letter-like excuse (eg no actual conversation), and that's the end of the matter each time. No appeal, etc.