It's never a good idea to fall in love with CEOs; a company may sometime "help" their customer, but when strategic partner asks for a slap in the face for the customer... there's no "may", only must.
Steam comes with Denuvo, third party launcher filled with ads and kernel level anticheat. None of these was required by Valve... yet... they still slap their customer in the face per strategic parteners requests.
Also, refund is not something in Gabe's book: it was written in Australia's laws (also EU and other countries) and only after lot of struggles he conceded it.