Refund Policy

Last updated: September 17, 2026

3-Day Money-Back Guarantee
Request a full refund within 3 days of purchase for any reason. Unconditional, no questions asked. Nothing else in this policy limits this guarantee.
Approved or Your Money Back
If Google doesn't grant production access after your completed test, we'll re-run your test for free. Still not approved? Full refund. The same applies if we fail to deliver 12 active testers for 14 consecutive days. No questions, no paperwork. Applies to native Android apps that meet the customer responsibilities in Section 4.
TWA and Web-Wrapper Apps: Free Re-Run Only
Trusted Web Activity (TWA), PWA and other web-wrapper apps are not covered by the "Approved or Your Money Back" guarantee. If Google rejects such an app after a completed test, we run a second full test cycle free of charge instead of a refund. The 3-day money-back guarantee still applies in full. See Section 3.

We want you to be satisfied with onTest. This Refund Policy explains when and how you can request a refund, which app types are covered by our approval guarantee, and what we need from you during the test so that your order stays refund-eligible.

1. 3-Day Unconditional Money-Back Guarantee

Every purchase includes a 3-day money-back guarantee. Within 3 days of purchase you may request a full refund for any reason, or for no reason at all. This guarantee is unconditional:

  • It applies to every app type, including TWA and web-wrapper apps
  • It is not affected by the customer responsibilities in Section 4 or the non-refundable situations in Section 5
  • It applies whether or not testing has already started

Sections 2 to 5 below only govern refund requests made after the 3-day window has closed.

2. Refund Eligibility After the 3-Day Window

After the 3-day window, 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
  • Google Play does not grant production access after your completed test anda free re-run of the test also does not result in approval ("Approved or Your Money Back" guarantee). This item does not apply to TWA and web-wrapper apps, see Section 3.

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)

Refund eligibility under this section requires that you have met the customer responsibilities described in Section 4 throughout the testing period.

3. TWA, PWA and Web-Wrapper Apps

Trusted Web Activity (TWA) apps, Progressive Web Apps packaged for Android, and similar web-wrapper apps load their content inside a browser component instead of running as native Android code. Google measures tester engagement differently for these apps: much of the activity happens inside the web layer and is not counted as in-app activity in the same way as for native apps. As a result, Google may report low engagement and reject such an app even though 12 testers used it every day for 14 days.

This is a limitation of the app architecture and of Google's measurement, not of our testing process. Our testers run the same daily routine on TWA apps as on every other app. Because the outcome is outside our control, the following rules apply to TWA, PWA and web-wrapper apps:

  • The 3-day unconditional money-back guarantee applies in full
  • The "Approved or Your Money Back" guarantee does not apply
  • If Google rejects your app after a completed test, we start a second full test cycle (12 testers, 15 days) free of charge
  • If the app is rejected again after the second cycle, no refund is issued for the Google decision itself. Service failures on our side (Section 2) remain refundable as usual

You are responsible for declaring the app type accurately when you submit your order. If an app submitted as native turns out to be a TWA or web-wrapper app, this section applies regardless of what was declared.

4. Customer Responsibilities

A closed test only works if our testers can install, open and use your app every day for the full period. Meeting the responsibilities below is a condition for refund eligibility under Section 2. Failing to meet them does not affect the 3-day money-back guarantee, but it removes your order from refund coverage after that window.

4.1 Follow the process on your dashboard

You are responsible for monitoring the progress of your test on the onTest dashboard. The dashboard shows tester activity, installation status, screenshots and any open issues. We report all app-related problems through support tickets and by email to the address on your account, so keep that address reachable and check your spam folder. Not seeing a notification does not excuse a missed deadline.

4.2 Respond to issues promptly

When we report a problem with your app (for example a crash, a login that no longer works, a build that fails to install, or an expired opt-in link), you must acknowledge the ticket and resolve the issue as quickly as possible. As a rule:

  • Reply to a ticket or email within 48 hours
  • Fix issues that block testers from using the app within 3 days of our report

Days on which testers cannot use your app because of an unresolved issue on your side still count as test days. Customers who do not act, or who act late, have not met their responsibilities and are not eligible for a refund or a free re-run for the affected test.

4.3 Provide working test accounts and credentials

If your app requires a login, you must provide working test accounts that our 12 testers can use for the full test period. This includes:

  • Enough accounts for all testers, or a shared account that supports concurrent sessions
  • Accounts that do not require phone, SMS, email or authenticator verification the testers cannot complete
  • Credentials that remain valid and unchanged during the test
  • Any invite codes, access codes or activation keys needed to get past onboarding

4.4 Provide promo codes for paid content

If your app is a paid app, contains in-app purchases, subscriptions or a paywall, you must give our testers a way to access that content without paying. This means providing promo codes, license-tester accounts, a test mode, or unlocked test accounts before the test starts. Testers will not make real purchases, and paid content that cannot be reached is treated as a blocker under Section 4.5.

4.5 Remove barriers to using the app

Testers must be able to move freely through your app. You are responsible for removing or providing a way around anything that blocks normal use, including:

  • Region, country or language restrictions
  • Device, OS version or hardware requirements that exclude testers
  • Mandatory phone number, ID or payment verification
  • Invite-only or waitlist onboarding
  • CAPTCHAs or bot protection that blocks repeated daily use
  • Rate limits or account bans triggered by normal daily testing
  • Content that only works with data, hardware or services testers do not have

If a barrier can only be removed on your side, we will report it as an issue and Section 4.2 applies.

4.6 Keep tester access open for the full test

Our testers must keep uninterrupted access to your app until the 15-day test period is complete. During the test you must not:

  • Remove our tester accounts from your closed testing list
  • Pause, halt, or delete the closed testing track
  • Change the opt-in URL or the app's package name
  • Deactivate the test build or replace it with a build that does not install
  • Revoke or change test accounts, promo codes, or other access you provided
  • Apply for production access or move the app to another track before we confirm the test is complete

Removing tester access ends the test early. A test ended this way is counted as delivered and is not eligible for a refund or a free re-run.

4.7 Submit accurate information

The opt-in URL, package name, app type (native or TWA/web-wrapper), credentials and instructions you provide must be correct and complete. If we cannot start the test because of missing or incorrect information, the delay is on your side and does not count as a service failure.

4.8 Keep the app usable

You are responsible for keeping your app functional during the test. Do not push updates that break installation or core functionality, and do not take backend services offline. If you release a new build during the test, make sure it installs and runs on the devices we report on your dashboard.

4.9 Comply with Google Play policies

Your app must comply with Google Play Developer Program Policies. A rejection caused by policy, metadata, content or account issues on your side is not covered by the approval guarantee.

5. Non-Refundable Situations

Outside the 3-day money-back window, refunds are not available if:

  • Your app is a TWA, PWA or web-wrapper app and the refund request is based on Google's rejection (Section 3). You receive a free re-run instead
  • You did not meet one or more of the customer responsibilities in Section 4
  • You did not respond to an issue we reported, or responded too late for the fix to matter for the test
  • You removed tester access, paused the track, or otherwise ended the test before the 15-day period was complete
  • 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 and you did not fix them after we reported them
  • Your app requires credentials, promo codes or access that weren't provided or don't work
  • Google Play's rejection was caused by your app's own policy violations, metadata issues, or content violations that you chose not to fix before the free re-run
  • More than 30 days have passed since the end of your testing period (including any free re-run)
  • Expert Analysis Report has been delivered (non-refundable once sent)

6. 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.

7. 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.

8. 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.

9. Contact

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