Refund Policy
Your satisfaction is our priority. Learn about our refund process and guarantee.
Last updated: December 2024
Our Refund Guarantee
At Passpix, we are committed to providing high-quality passport photos that meet official requirements. We understand the importance of getting your photos right the first time, which is why we offer a comprehensive refund policy to ensure your complete satisfaction.
This policy outlines the circumstances under which refunds are available, the process for requesting refunds, and our commitment to resolving any issues you may encounter with our service.
100% Satisfaction Guarantee
We guarantee that your passport photos will meet the official requirements of your chosen country or destination. If your photos are rejected by official authorities due to compliance issues that are our fault, we will provide a full refund or remake your photos at no additional cost.
When You Can Get a Full Refund
We provide full refunds in the following situations:
Technical Issues
- • System errors preventing photo processing
- • Failed photo uploads or downloads
- • Service outages affecting your order
- • Payment processing errors
Quality Issues
- • Poor photo processing quality
- • Incorrect background application
- • Wrong photo dimensions or sizing
- • Pixelated or blurry final images
Service Failures
- • Photos rejected due to our processing errors
- • Incorrect country specifications applied
- • Missing or incomplete order delivery
- • Duplicate charges or billing errors
Early Cancellation
- • Cancellation within 2 hours of purchase
- • Before photo processing begins
- • Accidental duplicate orders
- • Change of mind before processing
How to Request a Refund
Requesting a refund is simple and straightforward. Follow these steps:
Contact Our Support Team
Reach out to us through any of the following methods:
Email: support@passpix.com
Phone: +1 (800) PASSPIX
Live Chat: Available 24/7 on our website
Response Time: Within 2-4 hours
Provide Order Information
Please include the following details in your refund request:
- Order number or transaction ID
- Email address used for the order
- Reason for refund request
- Any relevant screenshots or documentation
- Rejection notice (if applicable)
Review and Processing
Our team will review your request within 24-48 hours. We may ask for additional information if needed. Once approved, your refund will be processed back to your original payment method.
Refund Completion
Approved refunds are typically processed within 3-5 business days. The exact time may vary depending on your bank or payment provider. You will receive a confirmation email once the refund is issued.
Refund Processing Times
Request Review
Payment Processing
Partial Refunds and Remakes
In some cases, we may offer alternatives to full refunds:
Free Remake Service
If there are minor issues with your photos that can be corrected, we offer free remakes instead of refunds. This includes:
- Background color adjustments
- Minor size or positioning corrections
- Brightness or contrast improvements
- Different country format requirements
Service Credits
For service inconveniences that don't warrant full refunds, we may offer:
- Account credits for future orders
- Discounts on additional services
- Complimentary rush processing
- Free additional photo formats
When Refunds Are Not Available
While we strive to accommodate all reasonable refund requests, some situations are not eligible for refunds:
Non-Refundable Scenarios
- Change of mind after processing: Once photos are successfully processed and delivered, refunds for change of mind are not available.
- User error in photo submission: Photos rejected due to poor quality source images, incorrect poses, or user-related issues.
- External rejections beyond our control: Rejections due to updated regulations, biometric requirements, or authority-specific preferences.
- Abuse of refund policy: Repeated refund requests or attempts to exploit the policy may result in account restrictions.
- Orders older than 90 days: Refund requests must be made within 90 days of the original purchase date.
Special Circumstances
Emergency Situations
We understand that sometimes urgent travel plans change. In emergency situations, we may consider:
- Expedited refund processing for cancelled trips
- Service credits for future use when travel is rescheduled
- Flexible terms for medical or family emergencies
Bulk Orders and Business Accounts
Special refund terms may apply to:
- Orders of 10 or more photos
- Corporate or business accounts
- Educational institution orders
- Government or agency contracts
Contact our business support team for custom refund arrangements.
Dispute Resolution
If you are not satisfied with our refund decision, we offer a fair dispute resolution process:
Escalation Request
Request to speak with a supervisor or manager about your case.
Management Review
Senior management will review your case within 3-5 business days.
Final Resolution
We will provide a final decision with detailed explanation and any applicable compensation.
Contact Us for Refunds
Our customer support team is here to help with any refund-related questions or requests.
Customer Support
Email Support
support@passpix.com
Phone Support
+1 (800) PASSPIX
Live Chat
Available 24/7
Business Information
Company: PH Global Industries
Address: 30 N Gould St Ste R
Sheridan, WY 82801
United States
Business Hours: Monday - Friday
9:00 AM - 6:00 PM EST
Policy Updates
We may update this Refund Policy from time to time to reflect changes in our services, legal requirements, or business practices. When we make changes:
- We will update the "Last Updated" date at the top of this page
- Significant changes will be communicated via email to registered users
- Changes will be posted on our website and mobile applications
- The updated policy will apply to all new orders placed after the effective date
Your continued use of our services after policy updates constitutes acceptance of the revised terms.