Refund and Cancellation Policy

Last updated: 2026-05-20

The short version

Defective files: full refund. If the rendered photograph fails to download, is corrupted, or violates the country specifications we publish, we refund the full amount. Within 14 days of purchase, no questions asked.
Acceptance by an issuing authority is not our guarantee. A government office rejecting the photograph for reasons outside our published spec (lighting, expression, glasses, hair, attire, biometric scoring, etc.) is not by itself grounds for a refund.
To request a refund, email support@visapassphoto.com with your Stripe session ID. Refunds are issued through Stripe and typically appear in 5–10 business days.

1. What you are buying

Each purchase is a one-time license to download a specific render — either a single compliant JPEG/PNG (Digital Download), a 4×6 inch multi-up print sheet (Print Sheet), or both (Bundled Deal). The render is produced by your own device; we provide the software that drives it and the right to download the finished file.

2. Eligible refunds

We will issue a full refund in any of the following situations:

Download failure. Payment succeeded but the download link did not unlock within 24 hours of payment confirmation.
Defective output. The rendered file is corrupted, blank, or has a measurable deviation from the spec we publish in the Studio (e.g., wrong dimensions, wrong head height, wrong background color).
Duplicate charge. Stripe accidentally charged you twice for the same render.
Within 14 days, file not downloaded. If you have not yet downloaded either deliverable from the order, you can cancel for any reason within 14 days of purchase.
Mandatory consumer-protection law. Where local law (e.g., EU Directive 2011/83/EU as transposed nationally) gives you a withdrawal right beyond this policy, that right prevails.

3. Non-eligible refunds

We cannot offer a refund in the following situations:

Issuing-authority rejection for reasons not attributable to our render — including but not limited to: poor lighting in your source photo, an expression considered unsuitable, glasses or accessories obscuring the face, hair covering parts of the face, changes to the authority's published specifications after your purchase, or any biometric scoring outside our control.
Change of mind after download. Once a deliverable in your order has been downloaded, refund eligibility ends for that deliverable. The Bundled Deal is treated as one purchase: downloading either file ends eligibility for the bundle.
Charges initiated by chargeback abuse, where the cardholder did in fact authorize and complete the purchase. We will respond to chargebacks with the Stripe session log and metadata showing the successful render and download.

4. How to request a refund

1. Find your Stripe session ID — it appears on the success page after payment and in the email receipt Stripe sent you. 2. Email support@visapassphoto.com with that session ID and a brief description of the issue. If the problem is a defective file, attach the file or a screenshot. 3. We typically respond within 2 business days. Approved refunds are processed via Stripe; the amount will appear back on your original payment method in roughly 5 to 10 business days, depending on your card issuer.

5. Currency and conversion

We charge in U.S. Dollars. Your bank may have converted the original charge into your local currency at the time of payment. Stripe always refunds the original USD amount; the value your bank credits back may differ slightly due to exchange-rate movement between the two transactions. We cannot reimburse the conversion difference.

6. Cancellation before payment

You can leave the embedded checkout page at any time before submitting payment. Stripe does not charge incomplete sessions. The Studio remembers your photo only while the browser tab stays open — closing the tab without paying simply ends the session.

7. Contact

Refund requests: support@visapassphoto.com. We aim to answer within 2 business days.