Refund and Retest Policy

The testing start date is the date assigned testers have access to the published closed-testing release and the service begins. Access problems before that point may delay the start. After testing begins, customer-controlled interruptions do not automatically extend the service period unless support confirms a revised date in writing.

If the agreed tester count or continuous opt-in requirement is not met because assigned testers supplied by 12Testers leave the test, we will first correct the tester assignment and provide a new qualifying testing period without an additional testing-service fee.

A retest covers the affected testing service. It does not cover a Google decision caused by app quality, policy compliance, inaccurate application answers, or another issue outside our delivery responsibility.

A full service refund may be approved when one of the following conditions applies:

• You cancel before testers have been assigned and the testing service has started.
• You request cancellation within 7 calendar days of the testing start date, as provided by the Terms of Service.
• A technical problem controlled by 12Testers prevents delivery and we cannot provide a reasonable correction.
• We cannot provide the agreed tester count or restore qualifying tester continuity through a no-cost retest.

A refund does not apply solely because of any of the following:

• A voluntary cancellation requested more than 7 calendar days after the testing start date.
• Google denies or delays production access for app quality, policy, content, intellectual-property, store-listing, questionnaire, or other reasons unrelated to our delivery of the testing service.
• Your release is unavailable because the closed track, tester list, opt-in link, country availability, package name, login credentials, or app access was configured incorrectly on your side.
• You provide inaccurate information, remove tester access, stop the release, or otherwise prevent the assigned testers from completing the service.

Contact support with your order ID, Android package name, requested resolution, and a clear description of what happened. Include relevant dates, screenshots, or Play Console details with private credentials removed.

We review the order history, testing record, access configuration, and any service-delivery evidence before deciding eligibility. Approved refunds are returned through the original payment method; processing time after approval depends on the payment provider and your financial institution.

This policy supplements the Terms of Service. If these documents conflict, the Terms of Service govern unless applicable law requires otherwise. Nothing in this policy limits rights that cannot be limited under applicable consumer law.