Refund & Retest Policy
Last updated: September 15, 2026.
Continuity support first
If a TestTwelve-assigned tester becomes inactive during an active campaign, TestTwelve may replace that tester when eligible capacity is available. A replacement tester starts their own continuity clock, so the campaign may need additional time. Replacement within the same campaign is the normal first remedy for a tester dropout.
Before campaign activation
If a paid campaign has not been activated and tester assignment work has not started, you may request cancellation and a refund. Payment-provider limitations or non-refundable provider charges may still apply.
After campaign activation
Once tester assignment or campaign work has started, refund requests are reviewed case by case based on work already delivered and the reason for the request. If TestTwelve cannot deliver the purchased coordination service, a full or partial refund or a no-cost retest may be offered as appropriate.
Google review decisions
A Google production-access rejection, request for additional testing or other Google decision is not by itself grounds for a refund because TestTwelve does not control or guarantee Google’s review outcome.
How to request help
Email [email protected] with the developer account email, app name and payment order number if available. Include a short reason for the request.