Refund policy

We want your photo to be accepted. If it is not, we will make it right. This page explains exactly when you are entitled to a refund and how to request one.

Our acceptance guarantee

If an official authority (such as an embassy, consulate, passport office or online application portal) rejects a photo made with IDPhotoly, you receive a full refund of the amount you paid for that order.

How to request a refund

Send an email to [email protected] within 30 days of purchase and include:

• your order number;
• the rejection notice or message from the authority, if you have one;
• a short note on which document the photo was for.

We will confirm your request by email and process it as quickly as we can.

Technical problems

You are also entitled to a refund if a technical problem on our side prevents you from downloading your files and we cannot solve it.

Try a free remake first

Before asking for a refund, you can ask us for a free remake. Often a rejection comes down to a detail we can fix with a new photo or a different setting, and a remake gets you an accepted photo faster. The choice is yours: you may request a refund directly if you prefer.

What is not covered

• Photos that failed our own compliance check but were purchased anyway.
• Orders where the wrong document was chosen. In this case we offer to remake the photo for the right document for free instead.
• A change of mind after the files have been downloaded.

How refunds are paid

Payments are handled by Lemon Squeezy, our merchant of record. Approved refunds are processed through Lemon Squeezy to the original payment method. The time it takes to appear depends on your bank, and is usually 5 to 10 business days.

IDPhotoly is not affiliated with any government. Acceptance is always decided by the authority, which is why we back every order with this guarantee.

Last updated October 5, 2026.