What is covered
- Any photo ordered with the Expert check & acceptance guarantee add-on, for any document on the site.
- A rejection by the issuing authority (the State Department, USCIS, an embassy, a DMV) for a reason that is about the photo itself.
What you get back
200% of the order price, including any delivery cost, refunded to the card or payment method you used. Not a voucher, not a credit, not PayPal only. If the card has been closed, tell us and we will sort it out with the issuer.
How to claim
- Email hello@passportphotos.ai within 14 days of the rejection, with your order number.
- Attach the authority's rejection document: the letter, the email or the screen message that says the photo was rejected and why.
- We check that the photo is the one we delivered and issue the refund within 3 business days. Your bank may take a few days more to show it.
One claim per photo.
What is not covered
- A rejection for a reason unrelated to the photo: a form, a fee, a missing document, an identity question.
- A photo that was changed after you downloaded it: cropped, filtered, edited or printed on plain paper instead of photo paper.
- A source file below the technical requirements shown on the "Initial check passed" screen, where you chose to continue anyway.
- A photo that was more than 6 months old when you submitted it (or older than your document's own limit, 30 days for most USCIS forms). That is the authority's rule, and no photo passes it.
- Orders without the Expert check & Expert check & acceptance guarantee add-on. Those photos go through the same checks; what they do not get is the 200% refund.
Retake as often as you like, before you pay
Every photo is checked against every rule for your document before you see a price. If a check fails, the screen names it and tells you the fix, and you retake it free, as many times as you need. Nothing is charged until every check passes. That is not the guarantee; it is how the service works.
Not happy for another reason
If the photo we delivered has a problem we caused, we redo it free. If a redo will not fix it, email us within 14 days of your order and we refund what you paid. We may ask what went wrong, because it helps us fix the service, but the refund does not depend on your answer.
The full clause is in our terms of service. Terms of Service