Refund policy

Last updated 16 September 2026

The one-paragraph version

If our work was wrong or you are unhappy with it, you get either a rework — a retake under the same order at no extra cost — or a refund of the 9.90 USD we charged. You choose which. What we cannot refund, ever, is a decision by the issuing authority or any money you paid to anybody else.

What a rework is

A rework is a fresh upload under your existing order. It does not cost anything, it does not create a second charge, and it does not matter how many times you need one: our system tracks re-uploads and deliberately never touches the payment state when one happens. A reviewer looks at the new photograph exactly as they looked at the first.

We offer a rework first for a plain reason: in most cases it is the thing that actually solves your problem. A refund leaves you without a photograph and still needing one.

What a refund is

A refund of the amount we charged you for that order, returned to the card or method you paid with. It is a refund of our fee. It is not compensation, and it does not extend to anything you spent elsewhere.

What we cover, situation by situation

This is the whole list, including the rows we would rather not have to write. If your situation is not here, email us and we will tell you which row it is closest to.

What happened	What we do
It depends The free check found a problem that makes the photo unusable, before you paid.	There is nothing to refund, because we refuse to take payment in that case. Checking is free every time. Upload another photo.
Covered A reviewer looked at your paid photo and asked for a different one.	Upload again under the same order at no extra cost. That is the intended outcome, and it is included in what you already paid. If you would rather stop, ask and we refund you in full.
Covered A reviewer rejected the photo and you do not want to retake it.	Full refund of our fee.
Covered We measured something wrongly against the requirement version we published.	Free retake or a full refund, whichever you prefer. This is our mistake.
Covered We told you a rule passed and it did not, and you can point to the rule.	Full refund of our fee. We will also record it against the requirement version so the same error does not reach anyone else.
Covered You paid and changed your mind before a reviewer started work.	Full refund. We do not argue about this one.
Covered Your photos were deleted under our retention window and you still needed them.	A fresh upload under the same order at no extra cost, or a refund if you no longer want the service. A deleted photo is never recovered or regenerated.
Covered You were charged twice for one order.	We refund the duplicate. Always, without conditions.
It depends You paid, received your files, and later changed your mind.	Ask us and tell us why. It is not automatic, because the work has been done, but we would rather hear the reason than have you file a card dispute.
Not covered The issuing authority refused your application photo.	Not covered by itself — their decision is not ours to refund. Send us the reason they gave. If it points to a rule we published and got wrong, that is the row above and you get your money back. If it points to a rule we reported as needing a person or as not checked, we will do the retake free.
Not covered The issuing authority refused your application for a reason unrelated to the photo.	Not covered. We had nothing to do with it.
Not covered You paid a passport, visa, expedite or acceptance-facility fee and lost it.	Not covered, and not something we could refund even if we wanted to — that money never came to us.
Not covered You paid for travel, an appointment, postage, printing or photo paper.	Not covered. None of it is ours.
Not covered You missed a deadline.	Not covered. We publish no turnaround time precisely so that nobody plans a deadline around one.

What is never covered, and never could be

Several of the rows above say "not covered". They are not fine print, and they are not us being difficult — they are things that are outside the service by construction. Any company that tells you otherwise is describing something it cannot deliver.

• The issuing authority's decision. We are not part of it, we do not see it, and we cannot appeal it. A photograph that meets every published rule can still be refused, and a refund from us would not change the outcome.
• Government fees. Passport application fees, execution fees, expedite fees, visa fees. That money never reaches us.
• Travel and appointments. Flights, trains, hotels, acceptance-facility appointments, time off work.
• Printing, paper and postage.
• Deadlines. We do not publish a turnaround time because we have not measured one honestly, and we will not accept responsibility for a schedule built on a number we never gave you.
• Rules we told you we had not checked. When a check reports not checked, that is not a pass, and it is stated as clearly as we know how. We have made no claim about those rules, so there is nothing to have got wrong. If one of them is the reason your photo was refused, we will still do the retake free.

How to ask

Email support@idphoto.now. There is no form and no ticket number to chase.

Include:

• Your order reference. It starts with ord_ and it is at the top of your order page and on your receipt.
• Whether you want a rework or a refund. If you are not sure, say so.
• What went wrong, in your own words. If an authority refused the photograph, the exact reason they gave is the single most useful thing you can send us.

Do not attach your photograph. We never ask for photographs by email, and we do not need one to process a refund — your order already has everything we need.

We do not publish a response time, because we have no measured one and we would rather promise nothing than miss a number.

How a refund is actually processed

Dodo Payments is our merchant of record, which is why the fine detail of this section is not up to us.

• Dodo refunds you, not us. Under our agreement with them we are not permitted to refund a buyer directly. We tell Dodo to refund, and Dodo does it.
• The money goes back to the original payment method. Dodo's guidance is that customers typically see it in three to five business days. That is their figure, not a promise from us.
• Refunds have to be started within 30 days of the transaction date. That is a limit set by the payment platform. Ask sooner rather than later.
• We do not mark a refund complete until the provider confirms it. Between us asking and Dodo confirming, your order shows the refund as submitted and awaiting confirmation. We do not write "refunded" on the strength of somebody here clicking a button.
• If you paid in a different currency from ours, any foreign-exchange fee charged on the original payment is not refunded.

Before you file a card dispute

Please email us first. Not because a dispute is forbidden — it is your right, and card network rules override any policy a merchant writes, including this one — but because a dispute takes longer for you than a refund does, and because we would genuinely rather hear what went wrong. If you tell us and we agree, you get your money back without involving your bank.

What happens to your photo when you are refunded

A refunded order stops accepting new uploads, and your images are removed on the normal retention schedule — or immediately, if you press the delete button. A refund does not delete your photograph on its own, so if you want it gone now, say so or do it yourself on delete your photos and data.

Related pages

• Pricing — what the 9.90 USD includes
• Terms of service
• Contact us