For me feels someone is chasing a KPI on PSN users that, quite frankly, gives no one but Sony executives satisfaction on bigger number = better number. Steam on that sense made the correct decision to give back the money on people that cannot play a game anymore because of a future requirement (as mentioned by op, not everywhere psn exists). But for me, even if psn is available, you should be able to refuse to further engage on a game based on a future requirement like this and get the money back (same applies if for instance a game all of a sudden has something like denuvo).

So my take away of this is: please, get rid of kpis, it's about time we learn to get away from hard metrics that can be cheated