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.

If your photos have not yet been printed and are awaiting collection, you may cancel your order for a full refund. Once photos have been printed and are available for collection, refunds are not available unless the quality is defective.

If your order has not yet been dispatched, you may cancel for a full refund. Once dispatched, refunds are not available unless the photos are defective or incorrect. In that case, contact us and we will arrange a replacement or refund.

• 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
Dublin, Ireland
hello@photopass.ie