1. Our 100% Acceptance Guarantee

We are able to offer this guarantee because of our unique combination of AI verification and expert human review. Our system checks every photo against the official government specifications for your selected country and document type before delivery. With a 99.7% acceptance rate, rejections are extremely rare — but when they do happen, we make it right immediately.

This guarantee is the foundation of our business. We only succeed when your photo is accepted. If it's not, we haven't earned your payment — and we don't keep it.

2. What Is Covered

Our guarantee covers all technical compliance rejections from any government passport office, embassy, consulate, or visa application centre worldwide. Specifically, this includes rejection for:

• Incorrect Photo Size: Wrong dimensions, incorrect cropping, or improper scaling for your country.
• Head Size or Position: Head too large, too small, off-centre, or tilted.
• Background Issues: Wrong background colour, shadows, patterns, or uneven lighting.
• Expression Problems: Smiling, frowning, mouth open, or eyes not clearly visible.
• Glasses or Reflections: Photo showing glasses when not permitted, or reflections obscuring eyes.
• Lighting & Shadows: Uneven lighting, shadows on face, or red-eye.
• Photo Quality: Blur, pixelation, insufficient resolution, or compression artefacts.
• Any Other Technical Specification: Any other reason related to the photo not meeting published government standards.

This guarantee applies to all photo types offered by PhotoPass: passport photos, visa photos, ID photos, driving license photos, and any other government-compliant identification photographs.

3. What Is Not Covered

While our guarantee is comprehensive, there are a few situations it does not cover:

• Non-Technical Rejections: Rejection due to incomplete application forms, missing documents, eligibility issues, expired supporting documents, or other reasons unrelated to the photo itself.
• Incorrect Country or Document Selection: If you selected the wrong country or document type during the ordering process, resulting in a photo that does not match your actual application requirements.
• Failure to Follow Instructions: If you did not follow our photo-taking instructions (e.g., wearing glasses when instructed to remove them, uploading a heavily filtered or altered photo).
• Outdated Photo: If your photo was compliant when delivered but is now older than the validity period required by the government authority (typically 6 months).
• Change of Appearance: If your appearance has significantly changed since the photo was taken, and the government authority rejects it on that basis.

If you are unsure whether your situation is covered, please contact our support team. We review every case individually and err on the side of our customers.

4. How to Claim a Refund

Claiming a refund or free correction is simple and takes just a few minutes. Follow these steps:

1. Gather Your Proof of Rejection: Save the rejection notice from the government authority. This can be a letter, email, screenshot of an online portal rejection, or any official communication that states the photo was rejected. The document must clearly indicate that the rejection was due to the photo.
2. Find Your Order Number: Locate your PhotoPass order number, which can be found in your order confirmation email or in your account dashboard if you created an account.
3. Contact Our Support Team: Email us at support@photopass.com or use the contact form on our website. Attach your proof of rejection and include your order number in the message.
4. Tell Us Your Preference: Let us know whether you would like a free correction (we fix and resend the photo) or a full refund. If you do not specify, we will default to offering both options and letting you choose.
5. Receive Confirmation: We will confirm receipt of your request within 2 hours and process your choice immediately.

You have 30 days from the date of the rejection notice to submit your claim. Claims submitted after 30 days will still be reviewed, but we cannot guarantee processing under this policy.

5. Refund Processing Time

Once we receive your proof of rejection and confirm your eligibility, we process refunds immediately. Here is what to expect:

• Processing by PhotoPass: Within 2 hours of receiving your complete claim.
• Credit/Debit Cards: Refunds typically appear in your account within 5-10 business days, depending on your bank or card issuer.
• PayPal: Refunds are usually credited to your PayPal balance within 1-3 business days.
• Other Payment Methods: Processing times vary by provider. Contact your payment provider for specific timeframes.

All refunds are issued to the original payment method used for the purchase. We cannot issue refunds to a different card, account, or payment method.

6. Free Correction Option

Instead of a refund, you may prefer that we correct the issue and resend your photo at no additional charge. This is often the fastest solution, especially if you have an upcoming application deadline.

When you choose the free correction option:

• We will analyse the rejection reason and identify the specific issue that needs correction.
• We may ask you to upload a new photo if the original has a fundamental issue (e.g., lighting, expression, or glasses). If the issue is with our processing (e.g., cropping or background), we can correct it from the original file.
• The corrected photo will be delivered to you within 3 minutes of receiving any required new upload.
• You can request unlimited corrections under the same guarantee until your photo is accepted. There is no limit on the number of free corrections we will provide for the same order.

The free correction option is available for 30 days from the rejection date, matching the refund claim window.

7. Multiple Orders & Family Bundles

Our guarantee applies to each individual photo within an order:

• Family Bundles: If you purchased a family bundle and only one person's photo is rejected, you can claim a free correction or refund for that specific photo only. The rest of the bundle remains valid and unaffected.
• Multiple Photo Orders: Each photo is guaranteed independently. A rejection of one photo does not affect the guarantee on other photos in the same order.
• Bundle Refunds: If multiple photos in a bundle are rejected, we will provide corrections or refunds for each affected photo. If all photos in a bundle are rejected, a full refund for the entire bundle will be issued.

8. Duplicate & Accidental Orders

If you accidentally placed a duplicate order or ordered the wrong product, we are happy to help:

• Duplicate Orders: If you placed the same order twice by mistake, contact us within 24 hours and we will cancel the duplicate and issue a full refund for it.
• Wrong Product Ordered: If you selected the wrong country or document type, contact us immediately. If the photo has not yet been processed, we can change your order. If it has been processed, we will create a new photo for the correct specifications at a 50% discount.
• Change of Mind: If you simply changed your mind and no longer need the photo, contact us within 24 hours of placing your order. If processing has not begun, we will issue a full refund. If processing is complete, we may offer a partial refund at our discretion.

9. Photo Deletion After Processing

This means:

• If you need a free correction and we require a new photo upload (because the original had a fundamental issue like lighting or expression), you will need to provide a new photo. We cannot retrieve your original upload after 24 hours.
• If the correction can be made from our processed file (e.g., adjusting crop or background), and you request it within 24 hours, we can use the existing processed file.
• We recommend keeping a copy of your original photo on your own device until your application is approved, in case a new upload is needed.
• For refunds, no photo is needed — we simply process the refund based on your proof of rejection and order number.

Our 24-hour deletion policy is a core part of our commitment to your privacy. For more details, please see our Privacy Policy.

10. Contact Us for Refunds

If you need to claim a refund, request a free correction, or have any questions about our refund policy, our support team is here to help:

• Email: support@photopass.com (include your order number and proof of rejection)
• Contact Form: Visit our Contact page
• Live Chat: Available 24/7 on our website for immediate assistance
• Response Time: We respond to all refund requests within 2 hours

We are committed to making the refund process as smooth and stress-free as possible. If you have any concerns, please reach out — we want to make things right.

© 2026 PhotoPass Inc. All rights reserved. PhotoPass is a registered trademark of PhotoPass Inc. in the United States and other countries.