Refund Policy

1. Pre-Commencement Cancellations

If you request cancellation of a scheduled advisory service prior to the commencement of work:

• Full Refund: If cancellation is requested before we mobilize human testers or initiate technical audit analysis, you are entitled to a 100% refund of fees paid, less third-party payment processing fees (typically 3–5% charged by Stripe, Bank Wire / SEPA, Wise Business which are unrecoverable).
• Notice Requirement: Cancellation requests must be submitted in writing to support@playstoreguide.com from the email address associated with your service invoice.

2. Closed Testing Cohort Engagements (14-Day Tracks)

Closed testing coordination involves onboarding, vetting, and managing at least 20 active Android testers on real hardware over 14 continuous days:

• Cancellation During Active Testing: If you choose to terminate testing after testers have accepted your Google Play Console opt-in invite and begun testing, costs for tester compensation and daily monitoring have already been committed. In such cases, refunds are evaluated strictly on a pro-rata basis for unperformed days or converted into a service credit toward future releases.
• Cohort Performance Remedy: If your active opted-in tester count dips below the required 20-tester minimum solely due to PlayStoreGuide’s operational fault, and Google resets your consecutive day counter, we will replenish the cohort and restart the 14-day test window at zero additional cost to you. If we are unable to supply the required cohort, you are entitled to a full refund for that testing track.

3. Why Google Review Decisions Are NOT Grounds for Refund

A rejection, delay, or denial of production access by Google LLC does not entitle the client to a refund.

Google operates as an independent third party with complete autonomy over its store policies, security verifications, and human review rubrics. Our advisory deliverable consists of:

• Supplying genuine human testers meeting the 20-tester, 14-day prerequisite.
• Compiling authentic, qualitative feedback logs and crash telemetry analysis.
• Auditing questionnaire answers and technical compliance against official guidelines.

Because our deliverable is the professional execution of the testing cohort and compliance audit, we cannot guarantee Google’s internal outcome. If your application is rejected due to underlying app code issues or pre-existing policy strikes, our team will provide a remediation analysis, but fees for completed testing and audit work remain non-refundable.

4. Deliverable-Based Audit & Advisory Services

For one-time advisory deliverables (such as Google Play Console Setup Audits, App Rejection Diagnosis, or Store Listing Copywriting):

• Once the custom audit dossier, appeal brief, or metadata spec sheet has been delivered to your email, the advisory service is deemed fully executed and is non-refundable.
• If you believe an analysis does not address the scope agreed upon in your invoice, you may request revisions within seven (7) business days of delivery.

5. Refund Request Workflow & Timelines

To request a refund under the eligible terms outlined above:

1. Send an email to support@playstoreguide.com with the subject “Refund Request - [Invoice Number]”.
2. Detail your application name, package ID, date of invoice, and the specific contractual ground for your request.
3. Our billing and technical team will review the timeline and track logs within three (3) business days.
4. If approved, refunds will be credited back to the original payment method (Stripe, Bank Wire / SEPA, Wise Business) within five to ten (5–10) business days, subject to your financial institution’s processing speed.

6. Governing Law & Inquiries

This Refund Policy is governed by the laws of Applicable law specified in individual commercial engagement agreements. For any questions regarding invoice terms, milestone payments, or refund status: