Refund policy

A refund applies when a passport, visa or ID authority rejects a photo produced by our tool for the document you selected, because of the photo itself. It does not matter which rule they quote: size, head position, background, lighting or anything else about the picture.

The claim must reach us within 60 days of your purchase. That window covers the typical time between ordering a photo and hearing back from the authority.

We refund the full price you paid ($6.99) to the original payment method, within 2 business days of approving the claim. We never ask for bank details or PayPal, and we never pay out to a different card. How quickly the money shows on your statement depends on your card network, usually 5 to 10 business days.

Any one of the following is enough:

• A screenshot of the rejection in the application portal.
• An email from the authority naming the photo as the reason.
• A letter or notice from the authority or the office where you applied.
• A written self-declaration that the photo was rejected, when none of the above exists (for example a rejection at a counter).

We review every claim by hand; a self-declaration is reviewed like any other evidence, not rejected on sight.

• You changed your mind after downloading the files.
• You picked the wrong document despite the confirmation step; we offer the one free document switch instead.
• Documents where the card showed 'Guarantee not available for this document' before you paid.
• Photos that were edited, re-cropped or re-compressed outside our tool after download.
• A rejection for a rule you asked us to excuse with the medical reason toggle.

We never send replacement photos instead of a refund unless you ask for them. If you would rather try again, say so in the request and we will keep your purchase unlocked for another attempt instead.

Please write to us before opening a dispute with your bank: a refund request is faster for you and avoids a dispute fee for us. If a chargeback is opened on a payment we have already refunded, we contest it with the refund record.

Use the refund request form. You will receive a ticket id by email straight away and a decision within 2 business days.

Questions? Email support@surepassportphoto.com or use the contact form.

Who is behind this: see About us.