Refund Policy
We exist to get your app published. If we fail to get you past Google's 20-tester requirement, you get your money back. It's really that simple.
Effective Date: June 1, 2026
100% Refundable
If rejected due to tester engagement.
Free Retests
We will run a second 14-day cycle for free if you prefer.
No Hidden Fees
Refunds are returned to your original payment method via Stripe.
1. The "Google Play Approval" Guarantee
When you purchase our 20 Testers Package, you are paying for an outcome, not just a service. If your application is denied production access by the Google Play review team specifically because of insufficient tester engagement during the 14-day closed testing period, you are entitled to a full 100% refund.
2. Eligibility for the Guarantee
To ensure fairness and prevent abuse, the refund guarantee is subject to the following completely transparent conditions:
- Proof of Rejection: You must forward us the official rejection email or dashboard screenshot from the Google Play Console citing tester engagement as the reason for denial.
- Questionnaire Answers: You must have utilized the specific questionnaire answers and logs we provided you at the end of the 14-day cycle when applying for production access.
- App Compliance: The refund does not apply if Google rejects your app for policy violations (e.g., malware, copyright infringement, adult content, or dangerous permissions). The guarantee strictly covers the 20-tester engagement requirement.
3. The Refund Process (Step-by-Step)
We do not make you jump through hoops to get your money back. If you meet the criteria above:
- Email our billing team at refund@12playtesters.com with the subject line "Refund Request - [Your App Name]".
- Attach the screenshot or forward the rejection email from Google.
- Our QA team will review the request within 24 hours.
- Once approved, the refund is immediately issued via Stripe. It typically takes 5-10 business days for the funds to appear on your bank or credit card statement.
4. Pre-Testing Cancellations
If you purchase a package but decide to cancel before we distribute your app to our testers, we will issue a 100% full refund immediately, no questions asked. Once the 14-day testing cycle has officially begun, cancellations are no longer eligible for a refund unless the app is rejected by Google at the end of the cycle (as per our guarantee).
5. Free Retest Option
Sometimes, Google's algorithm flags apps for minor issues. If your app is rejected, you have the choice between a full refund OR a completely free secondary 14-day testing cycle. If the second cycle fails, you still receive the full refund.
