Refund and Return Policy

1. Overview

At TesterHive, we are committed to providing high-quality service. We understand there may be cases where you need a refund, so we have established a clear and fair policy.

2. Cases Eligible for Full Refund

You are entitled to a full refund in the following cases:

• Failure to provide the guaranteed number of testers (15 testers)
• Technical failure in the platform preventing you from using the service
• Campaign cancellation before work begins (before testers join)

3. Tester Replacement & Free Rerun Guarantees

Instead of partial refunds, we offer strong guarantees to ensure your app passes:

• Tester withdrawal: If the number of testers drops below the required {minTesters} before the end of the 14 days, we will replace them for free. If we fail to replace them and your app fails Google's test, you will get a full refund.
• Google Rejection: If Google rejects your production release specifically due to 'poor tester engagement', we will provide a completely free 14-day relaunch campaign.

4. Cases Not Eligible for Refund

Refunds are not possible in the following cases:

• Once the 14-day testing period is successfully completed (see free rerun guarantee above if rejected).
• Rejection of your app by Google Play for reasons other than the testers (e.g., policy violations, crashes, or content issues)
• Violation of terms of service on your part
• Providing false or misleading information about the app or deleting it during testing

5. How to Request a Refund

To request a refund:

1. Log in to your account
2. Go to the "Support" or "Help" section
3. Choose "Refund Request" and provide details
4. Attach any supporting documents (screenshots, etc.)
5. Wait for review (usually 3-5 business days)

6. Refund Processing Time

After refund approval:

• Internal processing: 3-5 business days
• Return of funds to your account: 7-14 business days (depending on payment method)
• You will receive an email notification at each stage

7. Refund Method

Funds will be returned via the original payment method. If not possible, we will contact you to arrange an alternative method.

8. Alternative Guarantee

Instead of a refund, we may offer:

• Free campaign extension
• Adding additional testers
• Credit to your account for future campaigns

9. Disputes

If you are not satisfied with the refund decision, you can:

• Request a second review from the management team
• Contact customer service to discuss a solution
• File a formal complaint via the support system

10. Contact

For any inquiries about the refund policy or to submit a request, please contact us via:

• Support system within the platform
• Email: 12testerhive@gmail.com