Refund Policy

Effective date: November 8, 2026

We want you to get a result you are happy with. If you do not, we will give your money back. This Refund Policy is part of our Terms of Service.

Our 14-day money-back guarantee

You can get a full refund of the amount you paid for an order in either of these situations:

1. You are not satisfied. For any reason, you are not happy with your order. Request a refund within 14 days of your purchase. This applies to all products, including keepsake portraits and cards.
2. Your photo was rejected. A passport, visa or ID authority rejected the document photo we made for you. Request a refund within 14 days after you receive the rejection notice, and no later than 120 days after your purchase.

There is one refund per order. A refund covers the full amount you paid for that order, including any taxes we collected. If you used a discount, we refund the discounted amount you actually paid.

You do not need to use your checks or regenerations before asking for a refund, but trying a regeneration often fixes the problem faster.

How to request a refund

1. Email contact@photoforpass.com with the subject “Refund request”, or use the refund link on your order page if one is shown.
2. Send it from the email address you used for the order, or include that email address in your message.
3. Include your order number (it is in your receipt email).

You do not have to tell us why. If you do share a reason or a copy of a rejection notice, it helps us improve, but it is not required. Please cover any passport number, application number or other ID number before sending a document.

We aim to reply within 2 business days.

When you get your money back

• Refunds go back to your original payment method (card, Apple Pay, Google Pay or Link) through Stripe. We cannot refund to a different card or account.
• We usually issue approved refunds within 5 business days.
• Your bank or card issuer usually takes 5 to 10 business days to show it on your statement. Timing depends on your bank, not on us.
• You will get an email when the refund is issued.

What happens to your order after a refund

• The order is closed, and any unused checks and regenerations are cancelled.
• You may keep the files you already downloaded. Please do not submit a document photo to an authority if you know it does not meet the requirements.
• Your photos remain subject to our normal 90-day deletion schedule, and you can delete them sooner from “My photos”.

When we may decline a refund

We may decline a refund only if:

• A refund was already issued for the same order.
• The request is made after the time limits above.
• The order was used in violation of our Terms of Service, for example to create a fraudulent document or to process a photo of someone without their consent.
• We find clear evidence of abuse, such as repeated orders and refunds made to get the Service for free.

If we decline your request, we will explain why, and you can reply to ask for a second review.

Chargebacks

Please contact us before disputing a charge with your bank. We can usually refund you faster than a chargeback takes.

Your legal rights

This guarantee is in addition to any rights you have under the law. If you are a consumer in the EU, EEA or UK, at checkout you agree that we start processing your photo right away and acknowledge that you lose the 14-day statutory right of withdrawal for digital content once processing begins. Our 14-day money-back guarantee still applies, and your statutory rights for faulty or misdescribed digital content are not affected.

Not affiliated with any government

We are an independent company, not a government agency. The final decision to accept a photo is always made by the issuing authority. Government application fees, expedite fees, shipping, travel and other costs are not refundable by us.

Contact

HELPERG LLC 30 N Gould St, Ste N Sheridan, WY 82801 USA

Email: contact@photoforpass.com