itch.io does not have a fixed refund policy based on playtime (Since we are DRM free, we don’t even track playtime in most cases). Instead, we evaluate each refund request on a case-by-case basis, aiming to find a resolution that satisfies both the developer and the customer. For example, if the product is broken or non-functional, then we generally offer a refund immediately. Otherwise, we’ll ask the buyer for more information about why they are requesting a refund, and we’ll also review their refund history on their account if we suspect any kind of abuse.