Accepted, or your money back
If a government office rejects your photo for a photo-compliance reason, we refund you in full and make you a new photo, free.
How to claim
- Open your order link (it is in your receipt email).
- Tap "Photo rejected? Get your money back".
- Pick the reason they gave and add a screenshot or photo of the rejection notice.
- We review your claim, usually within 2 business days, refund you in full, and you can take a new photo for free from the same order link.
Prefer email? Write to support@passportowl.com with your order link and the notice.
What is covered
- Any photo that passed our check, taken with the camera or uploaded.
- Rejections for a photo-compliance reason: size, head position, background, light, expression, glasses, head covering, sharpness, or the quality of prints we mailed.
- US passport (printed and online renewal), US visa (DS-160) and DV lottery photos.
What is not covered
- Rejections for reasons other than the photo, such as a missing form, fee or document.
- Photos edited before upload: filters, retouching, beauty modes, background removal or AI edits.
- Prints made yourself at a different size (for example with "crop" or "fill" turned on at the store).
- A different person or document than the one you ordered for.
- Claims made more than 60 days after purchase.
Timing
A person reviews every claim, usually within 2 business days. We email you as soon as the refund is approved.
Questions
What counts as a photo-compliance reason?
Anything about the photo itself: size, head position, background, light, expression, glasses, head covering, sharpness or print quality of prints we mailed.
How fast is the refund?
We review every claim, usually within 2 business days, and refund the card you paid with. Banks usually show it within 5 to 10 business days.
Do I have to send the photo back?
No. Send us the order link and a screenshot or photo of the rejection notice.
What about family orders?
Each photo is covered on its own. If one person's photo is rejected, we refund that person's share of the order and make them a new photo free.
Anything else: support@passportowl.com. These terms are part of our Terms of service.