Our Refund Policy

You see your photo before you are ever charged, which is the best refund policy there is. This covers when that is not enough.

Last updated: August 22, 2026

You see your photo — watermarked, with a full list of every check it passed — before you’re ever charged. That’s intentional: it should mean there are very few surprises after you pay. This page explains when a refund applies and how to request one.

When You're Charged

Checking your photo is always free. You’re only charged the $7.99 fee at the moment you choose to download the finished file — not before, and not for the free check itself.

When a Refund May Apply

The File Doesn’t Match What You Saw in Preview

If the downloaded file doesn’t match the compliant preview you approved before paying — for example, the wrong crop, the wrong size, or a technical error in the file — contact us and we’ll fix it or refund you.

A Technical Error Prevented Your Download

If you were charged but a technical issue prevented you from receiving your downloadable file, contact us and we’ll resolve it or issue a refund.

Duplicate or Accidental Charges

If you were charged more than once for the same photo, or a payment was made in error, contact us and we’ll refund the duplicate charge.

When a Refund Does Not Apply

The Issuing Authority Rejected Your Photo

PassportPhotosAI checks your photo against the published requirements for your country and document, and shows you exactly which checks it passed before you pay. However, no service can guarantee that a passport or visa office will accept a photo — that decision always belongs to them, and an officer can reject a photo for reasons no software measures. Because this outcome is outside PassportPhotosAI’s control, it is not grounds for a refund.

Change of Mind After Download

Since you review the full compliant preview and every check it passed before paying, we ask that you confirm the photo is what you want before completing your purchase. We do not offer refunds for change of mind after a file has been downloaded.

Your Statutory Rights

If you are a consumer in the UK or the European Economic Area, you have a legal right to withdraw from a distance contract within 14 days without giving any reason. However, because the prepared photo is digital content supplied to you immediately when you download it, this right is lost once you begin the download — provided you have given your express consent to immediate supply and acknowledged that you will lose the right of withdrawal when the download begins. By clicking to download your photo, you consent to immediate supply and acknowledge that you lose your right of withdrawal. Nothing in this policy limits your statutory rights under the law where you live.

How to Request a Refund

Email support@passportphotosai.com with:

  • The email address used for your order
  • A description of the issue
  • Your order/reference number

We aim to respond to refund requests within 3–5 business days. Refund requests must be made within 14 days of your purchase.

How Refunds Are Processed

Approved refunds are returned to your original payment method via Stripe. Processing times vary by bank and card issuer, but funds typically appear within 5–10 business days after approval.

Questions Before You Buy

If you’re unsure whether your photo will pass, run the check first — it’s free, and you’ll see the full result before deciding whether to pay. See Pricing for how the check-then-pay process works.

Contact Us

For any refund question, email support@passportphotosai.com.