🛡️ ACCEPTANCE GUARANTEE

Refund Policy & Acceptance Guarantee

Last Updated: 27 September 2026 · Fair, transparent terms for every customer

Our Dimensional Acceptance Promise

We stand behind our automated cropping and biometric alignment engine. If a photo generated by PixPassport meeting our input guidelines is rejected by HM Passport Office (HMPO) or an official foreign consulate for technical dimensional reasons, we will promptly re-process your photo for free or issue a 100% refund.

1. Eligible Refund Scenarios

You are entitled to a full refund under any of the following circumstances:

Official Government Rejection:Your photo was rejected by HM Passport Office, the US Department of State, or another supported visa authority specifically due to incorrect dimensions, cropping ratio, or technical sizing created by our tool (accompanied by proof of rejection).
Technical System Delivery Failure:You were charged, but technical server errors prevented generation or download of your final digital photo and print sheet, and our support team was unable to provide the files within 24 hours.
Accidental Duplicate Charges:You were billed more than once for the same photo processing session due to network or gateway glitches.

2. Ineligible Refund Scenarios

Refunds cannot be granted in the following scenarios, as they depend on the user’s original photograph and adherence to basic photography guidance:

  • User Guideline Violations: Rejection caused by factors clearly warned against in our guidance checklist (e.g. subject smiling broadly, eyes closed, wearing dark sunglasses or thick frames covering eyes, severe blur, low-resolution original images, or obstructed face).
  • Change of Mind: Requesting a refund after successful generation and download of a technically compliant photo simply because you chose not to apply for the passport or changed plans.
  • Incorrect Country Selection: Sizing formatted correctly for the country selected by the user (e.g. user selected US 2×2″ instead of UK 35×45 mm).
  • Failure to Provide Verification: Claiming rejection without providing the official rejection notice or email from the passport agency.

3. How to Request a Refund

To submit a refund claim, please email our support team at support@pixpassport.uk within 30 days of your purchase date, including the following information:

  1. Your Full Name & Email Address used during the transaction.
  2. Result ID or Transaction Reference (found on your preview page or bank statement).
  3. Reason for Request (explanation of the issue).
  4. Proof of Rejection (a screenshot or copy of the rejection email/letter from the passport office, if applicable).

4. Processing Timelines

Our support team reviews refund requests within 2 business days. Once approved:

  • Refunds are credited back directly to the original payment method (card or digital wallet).
  • Funds typically appear in your account within 3 to 5 business days, depending on your bank or card issuer’s processing schedule.

5. Contact Support for Assistance

If you have any difficulty with your photo download or have questions about a refund request, we are here to help:

support@pixpassport.ukContact Form