Refund Policy

We stand behind the quality of our testers. Every tester on OnTesters is a real person with a unique Android device and Google account. We monitor engagement throughout the 14-day testing period to ensure every tester remains active.

If Google rejects your production access application specifically due to insufficient tester engagement, low-quality testers, or fake/inactive accounts, you are covered by this guarantee. Simply forward Google's rejection notice to us and we will process your refund or set up a new campaign at no cost.

This guarantee does not apply to TWA (Trusted Web Activity) apps. TWA campaigns receive one free retest instead of a refund — see Section 2.

A Trusted Web Activity (TWA) is a way to package web content for Android and distribute it through Google Play. Although TWA apps can be published on Google Play, production-access approval depends on Google's review of your app, testing activity, and compliance with applicable requirements.

Because production-access decisions are made by Google and cannot be guaranteed by OnTesters, TWA campaigns are non-refundable, including when Google cites tester engagement or testing-related concerns as the reason for rejection.

We will still provide the agreed testing service for the original campaign. If your app is rejected for production access, we will provide one free retest with a fresh group of testers at no additional cost.

The free retest:

• Is limited to one per campaign.
• Applies only to the same TWA app.
• Is non-refundable and non-transferable.
• Does not guarantee production-access approval.

If you want to discuss whether your app is suitable for closed testing before ordering, contact our support team. We can help you understand the testing process and potential risks before you purchase.

You are eligible for a refund if:

• Google rejects your production access application due to tester engagement issues (covered by our Production Access Guarantee).
• The service was not delivered due to a verified technical issue on our side.
• You were charged by mistake (duplicate payment).
• You purchased a campaign but it has not yet started — you may request a refund within 14 days of purchase.

Refunds are not provided if:

• Your app is a TWA (Trusted Web Activity) wrapper and Google rejects it — these campaigns are non-refundable and receive one free retest instead (see Section 2).
• Google rejects your production access for reasons unrelated to tester engagement — such as app policy violations, incomplete store listing, app crashes, or other Play Store policy issues.
• You completed tests and received payouts or benefits as a tester on the platform.
• You failed to follow our testing setup instructions (e.g., incorrect opt-in link, broken builds).
• Fraudulent activity was detected on your account.
• You violated the Terms of Service.

To request a refund, email [email protected] with your payment details and the reason for your request.

For Production Access Guarantee claims, please include Google's rejection notice showing that tester engagement was cited as the reason for denial.

Our team will review your request and respond within 2 business days. If additional information is needed, we will let you know.

Approved refunds will be processed via the original payment method within 5-10 business days, depending on your bank or payment provider.

If you have questions about this Refund Policy or the Production Access Guarantee, contact us at [email protected].