Refund Policy

    Last updated: January 2026

    Compliance Guarantee

    If your passport photo is rejected by UK passport authorities due to a compliance issue with our processing, we will issue a full refund. No questions asked.

    When You're Eligible for a Refund

    Photo Rejected by Authorities: If your "passed" photo is rejected by GOV.UK or passport office due to photo quality or compliance issues.

    Technical Errors: If our system fails to process your photo and you're unable to receive your files.

    Double Charges: If you were accidentally charged twice for the same order.

    When Refunds Don't Apply

    • You simply changed your mind after purchase
    • The photo was rejected due to issues with the original image (e.g., eyes closed, face obscured)
    • You uploaded a photo that wasn't suitable for passport use from the start
    • Your photo status was "needs retake" but you proceeded with checkout anyway
    • The 30-day access period has expired

    How to Request a Refund

    Step 1: Contact Us

    Email refunds@passportapp.com with your order details

    Step 2: Provide Evidence

    Include the rejection notice from passport authorities (screenshot or email)

    Step 3: Receive Refund

    We'll process your refund within 5-7 business days

    Refund Processing

    Approved refunds are processed to the original payment method within 5-7 business days. Depending on your bank, it may take an additional 3-5 business days to appear in your account.

    Contact Information

    For refund requests or questions about this policy, please contact us at:

    Email: refunds@passportapp.com

    Our Commitment

    We stand behind the quality of our passport photo processing. Our goal is to ensure every customer receives photos that meet official UK passport requirements. If we fall short, we'll make it right.