Refund Policy

You can get your money back for credits you haven't used, and for a photo a passport office rejects because of its size or framing.

Unused credits

If you haven't used a credit from a purchase, you can get a full refund within 14 days of that purchase.

A rejected photo

If a passport office rejects a photo you downloaded from us because of its size, its head size or its framing, email us within 30 days of the download with the rejection letter or a screenshot of the message, and we'll refund that photo in full.

This doesn't cover:

• anything the free check warned you about before you paid;
• the rules listed under "Also check yourself", which we can't measure (for example, a photo taken more than 6 months ago, or a hat);
• a photo that was edited or resized after you downloaded it;
• UK and Canadian photos, which we check but don't sell.

Photos you've downloaded

A credit is used when you download a photo's files. The free check and the preview show you every result before you pay, so apart from a rejected photo (above), used credits aren't refundable, except where the law requires otherwise. If a download fails or a file is broken, write to us and we'll fix it or refund it.

How to ask

Email support@idphotopal.com from the address on your account and say which purchase it is. We usually reply within 2 business days. Refunds go back to the card or account you paid with, and most banks show them within 5 to 10 business days.

Who processes payments

Payments are handled by our payment provider, whose name appears on your receipt and card statement. A refund we approve is sent through them.