We would rather fix your photo than keep your money for a photo that does not work. This page says exactly when you get it back.
You always see the result before you pay
Every order is processed first and paid for afterwards. Before payment you see the finished photo with a watermark across it, the full list of checks it passed, and the measurements we cropped it to. Nothing is delivered without that watermark until the payment is confirmed, so you are never buying a promise — you are buying the file you have already looked at.
If the photo you uploaded cannot produce an acceptable result, we say so on that screen and you can retake it, for free, as many times as you need. You pay only when you are satisfied.
When we refund in full
- A technical failure on our side: the order failed, the file we delivered is broken, the wrong size came back, or the download never worked.
- A double charge, or a charge for an order you did not place.
- The authority rejected the photo for a reason that is our fault — the crop, the head size, the background — and you cannot simply re-upload a corrected version, because your order has expired or the office will not take a second attempt. Send us the rejection message or a description of what the counter told you.
- The photo never arrived by email and could not be downloaded within the retention period for a reason on our side.
In the first three cases we normally offer to redo the photo first. If you would rather have the money, say so and we refund — we do not make you argue for it.
When we do not refund
- You changed your mind after downloading a working file. The product is delivered the moment you download it, and you had it on screen before paying. Under EU consumer law this is the digital-content exception you accepted at checkout.
- You uploaded a photo we told you was unusable and bought it anyway despite the warnings on the review screen.
- The authority rejected the photo for something we do not control: your expression, your glasses, a head covering rule, a hairstyle covering your eyes, the age of the photo, or a requirement the office applies that is not published anywhere.
- You bought the wrong document and have already downloaded it — but tell us anyway: within the 30-day retention window you can re-crop the same photo for another document without paying again, which is usually what you actually want.
How to ask
Write to <SUPPORT_EMAIL>, or use the contact form with the category "payment or refund", and include:
- Your order number (it is on the order page and in the confirmation email).
- What went wrong, in a sentence.
- The rejection message, if an authority refused the photo.
You do not need to attach the photo — we can see the order from its number.
How long it takes
We answer within one working day. Once we approve a refund:
- Bought on the website: Paddle, our seller of record, returns the money to the card or account you paid with. It normally appears within 5 to 10 working days, depending on your bank.
- Bought inside the iOS or Android app: the refund is handled by Apple or Google under their own rules, and we will tell you how to request it from the store; the store decides and pays out on its own timetable.
- Studio plans and API subscriptions: a subscription is refunded pro rata for the unused part of the current period if you cancel because of a fault on our side. Credit already spent on photos is not refundable.
The refund goes back the way it came; we cannot send it to a different card or account.
Your statutory rights
This policy does not replace the consumer rights you have where you live, including any right of withdrawal that applies to you. If the law where you live gives you more than this page does, the law wins.
Contact
<SUPPORT_EMAIL> — with the order number, please. The terms of service and the privacy policy complete this page.