Refund Policy

If you have downloaded your digital photo files, a refund is generally not available as the service has been delivered. However, if our processing is at fault — the wrong size, the wrong background, an incorrect crop or head position for the document you selected — we will:

• Reprocess your photo free of charge, or
• Issue a full refund if we are unable to produce a suitable result

This covers what we do to your photo. It does not cover the condition of the photo you supplied — see “What Does Not Qualify for a Refund” below.

• The photo dimensions or format are clearly incorrect
• The photo quality is too poor to be usable
• The order was not fulfilled within the stated timeframe
• A technical error occurred during processing

• A photo rejected by a government authority after we have provided the formatted image (final acceptance is at the discretion of the authority)
• We supply photos to the official size and photo rules of the selected document. Whether an authority requires, takes or accepts a photo is your choice, not grounds for a refund.
• Change of mind after a digital download has been delivered
• Issues caused by the quality of the original photo you submitted — for example a photo that is very blurry, badly lit, heavily shadowed, over-exposed, or where the face is obstructed. We show capture guidance before you take the photo and flag problems we can detect before you pay.
• A rejection caused by lighting or shadows in the original photo. We can crop, size and replace the background, but we cannot re-light a face that was photographed in poor light.

Contact us at hello@photopass.ie with your order number and a description of the issue. We will respond within 2 business days. Approved refunds are processed within 5–7 business days back to your original payment method.

Ingenie Technologies Ltd
Ireland
hello@photopass.ie