> For something free I can get why this would seem unreasonable (modulo scams, for which this is a hoop I would rather have than not), but if money's involved, a consumer should be able to contact a human and be made whole, and having the money be handled by a company (even if that company is just a one-man-show) honestly does not seem unreasonable.

You're buying a digital good. You can already get refunds. An email address is fine for contact.

You definitely don't need someone's physical home address, nor an actual phone number.