Refund Policy - Passport-Photo.co.uk

1. Statutory Rights First

Nothing in this policy limits legal rights you may have under mandatory consumer law, including rights relating to faulty digital content where applicable.

2. Acceptance Guarantee Scope

Where we advertise an acceptance guarantee, claims are eligible only where a competent authority rejects the delivered output for a technical image-compliance reason directly attributable to our delivered file.

• Approved claims may be resolved by a free remake or a full refund of the affected package price.

3. Eligible Claim Requirements

• Claim submitted within 30 days of purchase.
• Clear rejection evidence from the authority, such as a screenshot or official message.
• The rejection reason relates to image compliance rather than unrelated application issues.
• The submitted file is materially the same as the file we delivered.

4. Digital Content and Cancellation

Our products are digital services supplied on demand. If you request immediate processing or delivery, cancellation rights may be reduced or lost once supply starts, to the extent permitted by law.

5. Non-Refundable Situations

• Change of mind after digital supply has started, subject to mandatory law.
• Problems caused by a poor source photo that could not realistically be rescued.
• Rejection caused by later edits, re-compression, or third-party modifications after delivery.
• Applications rejected for reasons unrelated to technical image compliance.

6. How to Submit a Claim

Send the order details, the rejection evidence, and a short explanation of the problem to support@passport-photo.co.uk so the team can review the case.

7. Review Timing

We aim to review refund or remake requests promptly, but complex cases may take longer where extra evidence is needed.

8. What Support Needs to Review a Claim

• The email address used for the order or delivery.
• The delivered file or order reference if available.
• A screenshot, message, or other evidence showing why the photo was rejected.
• Confirmation that the submitted image was the same file delivered by Passport-Photo.co.uk.

9. What the Policy Does Not Promise

This policy does not promise that every source photo can be made suitable or that every application outcome is controlled by Passport-Photo.co.uk.

It covers the remedies available for the digital service we provide, including technical image-compliance issues directly attributable to the delivered file where the published claim conditions are met.

10. Before You Buy

Use the free preview and route guidance before checkout. If the original photo is blurred, too dark, over-cropped, or otherwise unsuitable, a retake is usually safer than relying on a refund claim after delivery.

11. Related Trust Pages

For a plain-English explanation of refund evidence and support review, see the Refund and Remake Review page.

For preview, source-photo limits, and technical rejection context, see the Passport Photo Quality Review Process page.

12. How to Avoid a Preventable Claim

Before paying again after a rejection or borderline result, use the checker and rejection guidance to decide whether the source photo should be retaken first.

Most avoidable support issues happen when the user continues with a weak source photo, buys the wrong output route, or confuses a digital upload file with a photo-code handoff.

13. Route Choice and Output Responsibility

The refund route is not intended to cover choosing the wrong product format after the correct output was supplied. Before checkout, compare whether your application needs a direct digital file, a photo-code route, or a print-ready sheet.

If the application route is unclear, use the Help, Contact, Digital Photo vs Photo Code, and Service Standards pages before payment.

14. Official Application Decisions

Passport-Photo.co.uk can review service-related technical image-compliance evidence, but it cannot control or overturn official application decisions, processing times, identity checks, document checks, or non-photo rejection reasons.

15. Download Link or Photo-Code Problems

If a paid order is complete but a download link, photo-code handoff, or delivered output cannot be accessed, contact support with the order email address and any visible order reference. These issues are reviewed as service-delivery problems, not as change-of-mind requests.

Where the issue is caused by a delivery or access fault in the Passport-Photo.co.uk service, support can resend order information, investigate the affected file, or review the appropriate remedy under this policy.

16. Evidence That Helps a Faster Review

Useful evidence includes the rejection message, a screenshot of the failed upload or download page, the application route used, and confirmation of whether the file was changed after delivery.

Do not send unnecessary identity documents. In most cases, the order email, delivered file context, and rejection or access evidence are enough for support to understand the issue.

17. Preview Before Checkout

The preview-first workflow is intended to reduce preventable refund cases. Users should check whether the photo appears usable, whether the output route is correct, and whether the source photo is strong enough before buying a final file.

A preview is not an official application decision. It is a service step that helps users avoid paying for a visibly unsuitable or wrongly routed output.