Refund policy
Effective date: September 14, 2026
Every photo is made for you and checked against every rule before you pay, so the usual "return it in 30 days" rule does not fit. What we do instead is stand behind the result. This page says exactly what that means.
Free retakes before you pay
Every photo is checked against the published rules for your document before a price is shown. If a check fails, the screen tells you what to fix and you retake it free, as many times as you need. A photo that fails a check cannot be bought, so nothing is charged until every check passes.
The acceptance guarantee: 200% back
Orders that include the Acceptance guarantee option are covered. If the issuing authority rejects a photo we delivered under a covered order, for a reason concerning the photo itself, we refund two times the total you paid for the order, including any delivery cost, to the payment method you used.
How to claim. Email hello@passportphotos.ai within 14 days of the rejection, with your order number and the authority's rejection document (the letter, email or screen message that says the photo was rejected and why). One claim per photo.
When you get it. We issue the refund within 3 business days of accepting a valid claim. Banks and card issuers can take a few more days to show it.
Not covered.
- A rejection for a reason unrelated to the photo, such as a form, fee, identity or document problem.
- A source file below the technical requirements shown on the initial check screen, where you chose to continue anyway.
- A photo changed after we delivered it: cropped, filtered, edited or printed on plain paper instead of photo paper.
- A photo older than the authority's recency rule when you submitted it (6 months for a US passport, 30 days for most USCIS forms).
- Orders without the Acceptance guarantee option.
- A claim that is not genuine.
The full clause is Section 7 of our terms of service.
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.
Photo retouching
Retouching is applied automatically at payment. If it cannot be applied to your photo, you get the untouched photo and we refund the retouching fee on request. If you are unhappy with the retouching result, tell us within 14 days and we redo it or refund the retouching fee.
Prints
Mailed prints. If prints arrive damaged, or have not arrived within 10 days of shipping, email us and we send a new set free. If you prefer, we refund the difference between the prints price and the digital only price and you keep the digital file.
Pickup at a location. If the store cannot produce your prints, we move the order to the nearest store that can, at no charge. If that does not work for you, we refund the difference between the prints price and the digital only price, and you keep the digital file. The store's own print charge, about 50 cents, is paid to the store and is not ours to refund.
How refunds are paid
Refunds, including the 200% guarantee, go back to the payment method you used, through Shopify. We do not refund by any other method. If the card has been closed, contact us and we will work with the card issuer.
Contact
hello@passportphotos.ai
516-231-9449
Biometric Photos LLC, 11 East 86th Street, 20th Floor, New York, NY 10028