Option 1: full refund
- 100% of your payment returned
- Refunded to your original payment method
- Processed within 7 business days
- No partial refunds: full amount or nothing
Refund policy
If Google says no, you get your money back.
Every Google Play closed testing order is covered by a written guarantee: complete the 14-day test with us, and if Google still rejects your app, you choose between a full refund and a free retest. This page is the whole policy, in plain words.
Your choice · we support either without question
99.9% of our clients get approved on the first attempt. The guarantee is here for your peace of mind; most developers never need to use it.
Ordered Android QA testing instead? It is a separate service with its own refund rules, at the end of this page.
Last updated October 11, 2026 · Closed testing and Android QA · AEBU Technology, LLC
The guarantee
How the guarantee works.
Four steps, no fine-print maze. This is the entire path from order to outcome if Google rejects your app.
-
Step 01
You complete the 14-day testing period with us
Our testers install and use your app for the full 14 days as required by Google Play.
-
Step 02
You apply for production access on Google Play
After testing completes, you submit your production access request to Google.
-
Step 03
If Google rejects your app, contact us
Simply email us the rejection notice from Google. No long forms, no hassle. We typically respond within 4 hours to 3 days, up to 5 days in rare cases.
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Step 04
You choose the outcome
It is entirely your decision, and we support either one without question:
Requesting
One email starts it.
No forms, no hoops. Send one email with three things and we take it from there.
To
info@primetestlab.com
Subject
Refund or retest request
Include these three things:
- The Google rejection email Forward the official rejection email you received from Google Play. This is the main proof we need.
-
Your app package name
So we can match it to your order, e.g.
com.yourcompany.appname - Your preference: refund or retest Tell us which option you would like. You can also decide later; just let us know you want to start the process.
Response time
4 hours to 3 days
Up to 5 days in rare cases
Claim window
14 days
From the date of Google's rejection notice
Refund processing
~7 business days
Back to your original payment method
The fine print, in plain words
What's covered, and what is not.
The guarantee is real, and it has edges. Here they are, stated plainly, so there are no surprises later. It applies when your app completes our testing and is still rejected by Google.
Covered by the guarantee
- Google rejects your app after the full test. You completed the 14-day testing period with us and Google still refused production access: choose a full refund or a free retest.
- You cancel before testing starts. Cancel your order before we begin the testing process and you receive a full refund.
- Your free retest fails again. The retest does not use up your refund; you can still request the full amount back.
Not covered
- Change of mind. You decided not to proceed after placing your order and testers were assigned.
- Unable to prepare your app. You could not set your app up for closed testing, for example testers were not uploaded, the testing URL was not provided, or app setup on Google Play was not completed.
- Testers removed early. You removed our testers before the 14-day testing period was complete.
- App removed. You removed or unpublished your app during the testing period.
- Content-policy rejection. Your app was rejected for violating Google Play content policies, unrelated to the testing requirement.
- No proof of rejection. You cannot provide the official Google rejection email.
Not sure if your situation qualifies? Just email us. We review every request individually and want to find a fair solution. In exceptional cases not covered above, we will work with you to find the best outcome.
Refund questions
Common refund questions.
If yours isn't here, ask us directly. A human answers, fast.
What if I choose the free retest and it fails again?
You can then request a full refund. The retest does not remove your refund option, it just gives you another chance first.
How long do I have to request a refund?
You have 14 days from the date you receive the rejection notice from Google to contact us.
Do I get a refund if I cancel before testing starts?
Yes. If you cancel your order before we begin the testing process, you will receive a full refund. Once testing has started, the guarantee applies to the Google rejection outcome only.
What proof do I need for a refund?
Just forward the official rejection email from Google Play to us. That is the main thing we need. Include your app package name so we can quickly match it to your order.
How will I receive my refund?
Refunds are returned to your original payment method, the card or method you used at checkout. It typically takes about 7 business days to appear in your account after we approve the refund.
Talk to a human, not a bot
Average reply: under 5 minutes, any day
or email info@primetestlab.com · contact support
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Order with the guarantee behind you.
99.9% of apps get approved on the first attempt. If yours is the exception, this page has your back.
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AEBU Technology, LLC · 1111B S Governors Ave, STE 84878, Dover, DE 19904 · info@primetestlab.com
Android QA testing
QA plans: refunds and cancellations.
This section is only for Android QA testing orders (QA Review, QA Improve and Retest and QA Launch). Nothing in it changes the closed testing guarantee above. QA plans sell bug reports and re-checks, not Google's approval, so they have their own rules.
QA plans: money back
- You cancel before testing starts. Testing starts when your testers have installed your app and begun the first round. Until then you get a full refund on request, even if you never filled in the setup form or your build never installed. Your order stays open until you ask: we never cancel it on our own. To switch plans, cancel and order the one you want.
- We cannot test your app. If we find before testing starts that it needs hardware, a region or an Android version our phones do not have: full refund.
- A report is late because of us. More than 2 days after its date in your dashboard: that report's share comes back to you.
- We cannot finish your plan. Each report we cannot deliver: its share back. If we deliver none, the full price.
- A bug entry is incomplete. Steps, screenshot or phone missing, or you cannot reproduce the bug from its steps: tell us within 7 days of the report. We put it right in the next report, or within 3 days of the final one. If we cannot, that report's share comes back.
QA plans: no refund
- Change of mind after testing has started.
- Few or no bugs found. A clean report is a delivered report: it lists the flows and phones that were checked.
- Google Play's decisions. Approval, rejection or any policy action on your app. QA testing does not change them.
- Bugs found later by your users, by Google or by your own testing.
- Unused extras. Fix builds, app flows or re-checks not used by the last report.
- Problems on your side after a round has run. A broken build, link or login, or late replies: testers carry on with the last build that worked.
- A different opinion on a severity rating, the listing review or the launch verdict. Ask us and we explain it or look again.
QA Review
$23.33
per report ($69.99, 3 reports)
QA Improve and Retest
$19.83
per report ($119, 6 reports)
QA Launch
$28.43
per report ($199, 7 reports)
One report's share is the plan price divided by the number of reports in the plan, as shown above. A refund never exceeds what you paid for the plan.
Included closed testing (QA Improve and Retest and QA Launch) has no cash value: removing it at checkout does not change the price, and it cannot be refunded on its own. If Google rejects production access after its full 14-day test, you get the free retest from the guarantee above; Google's decision does not make the QA plan refundable. If you cancel the QA plan before QA testing starts but after the closed testing has started, we refund the plan price minus the closed-testing price shown at checkout, and the closed testing runs to the end.
Closed testing added at checkout to a plan without it is a separate closed-testing order paid in the same payment. It follows the closed-testing policy above, guarantee included, and refunding one order does not touch the other.
To ask for a QA refund, email info@primetestlab.com with your order number and what happened. Cancelling before testing starts has no deadline. For anything after that, write within 14 days of the report it concerns (7 days for an incomplete bug entry). We reply within 4 hours to 3 days, up to 5 days in rare cases, and an approved refund reaches your original payment method in about 7 business days. The Android QA testing terms and QA data rules complete this policy.