Refund Policy
Last updated 2026
We offer a 100% money-back guarantee if your photo is rejected due to a fault in our edit. Here's exactly what's covered and how to claim it.
1. The guarantee
We stand behind every photo we generate. If an official issuing authority — a passport office, embassy, consulate, or visa center — formally rejects your photo specifically because of a sizing, background, or formatting fault caused by our edit, we will refund the full purchase price for that photo. No hassle, no fine print beyond what's on this page.
2. What is covered
Covered rejections are ones caused by the finished image itself not meeting the issuing authority's published photo specification — for example incorrect dimensions, an off-white or non-compliant background, or an editing fault we introduced. This is the fault we're responsible for, and the fault this guarantee exists to cover.
3. What is not covered
The guarantee does not cover rejections caused by anything outside the finished photo itself — for example an expired or incorrect application form, an eligibility or documentation issue, a requirement that wasn't disclosed to us, or you simply changing your mind, ordering by mistake, no longer needing the photo, or disliking the outfit or style you selected after the fact. Because each photo is generated and delivered digitally within seconds of payment, change-of-mind requests are not refundable.
4. How to claim a refund
Open the chat support widget (the round button in the bottom-right corner of any page) and tell us your photo was rejected. We'll ask for: (a) the email address you used at checkout, and (b) reasonable proof of the rejection — a photo or screenshot of the rejection notice, letter, or email from the issuing authority. Our support assistant will file the request immediately and give you a ticket ID.
5. Processing time
Once a refund request is filed with valid proof, our team reviews it and processes approved refunds to your original payment method, typically within 1–2 business days. You'll see the refund on the same card or account you paid with — we cannot send refunds to a different payment method.
6. One photo, one guarantee
The guarantee covers the purchase price actually paid for the specific photo that was rejected. It does not cover unrelated costs such as reprinting fees charged by a third party, courier costs, or any other expense incurred outside our service.
Ready to file a claim? Chat with us now — it only takes a minute.
See also our Terms & Conditions and Privacy Policy.