Refund Policy

Last updated: April 21, 2026

14-Day Money-Back Guarantee
If we fail to deliver 12 active testers for 14 consecutive days, we'll re-run your test for free. Still not satisfied? Full refund. No questions, no paperwork.

We want you to be satisfied with onTest. This Refund Policy explains when and how you can request a refund.

1. Eligibility for Refund

You are eligible for a full refund if:

  • Testing has not started yet (within 24 hours of order, before devices are assigned)
  • We fail to deliver the promised service (e.g., fewer than 12 testers, testers inactive during the 14-day window)
  • Technical issues on our side prevent testing from starting
  • Your app is rejected by testers due to clear service failures

You are eligible for a partial refund if:

  • Testing has started but fewer than 50% of the committed testers engaged with your app
  • Testing period was interrupted due to technical issues on our side (prorated based on active days)

2. Non-Refundable Situations

Refunds are not available if:

  • You submitted an app that violates Google Play policies
  • You provided incorrect or non-functional opt-in URLs
  • Your app has technical issues that prevent testers from using it
  • Your app requires credentials that weren't provided or don't work
  • Google Play rejected your app for reasons unrelated to testing (e.g., content violations, metadata issues)
  • More than 7 days have passed since the testing period ended
  • Expert Analysis Report has been delivered (non-refundable once sent)

3. How to Request a Refund

To request a refund:

  1. Email hello@ontest.app
  2. Include your order ID, app name, and reason for refund request
  3. Provide any supporting evidence (screenshots, error messages)

We will review your request within 2 business days and respond with a decision. Approved refunds are processed within 5–10 business days and will be credited back to your original payment method.

4. Payment Processor Policies

Refunds are processed through Paddle, our Merchant of Record. Depending on your payment method (credit card, debit card, PayPal), the time to see the refund in your account may vary from 3 to 15 business days.

For transactions older than 60 days, additional processing time may be required.

5. Chargebacks

If you have a dispute, please contact us before filing a chargeback with your bank. Chargebacks filed without prior contact will result in account suspension and may affect future service eligibility.

6. Free Trial

Our Free Trial (3 devices for 14 days) is free of charge. No refunds apply as no payment is made.

7. Contact

For refund requests or questions, email us at hello@ontest.app.