At PhotoGov.net, we aim to keep our clients satisfied while staying compliant with all applicable laws governing official ID photo processing. This Refund Policy is intended to protect your rights as a user of our passport photo maker and is designed in line with European, United States, and international legal requirements. Please read it carefully to understand when and how refunds are provided.

General Principles

PhotoGov.net provides automatic processing of ID photos and follows a clear and transparent Refund Policy. A refund may be issued if a technical error, processing inaccuracy, or other service-related issue on our side leads to an incorrect result, provided that the photo you uploaded was generally suitable for use.

However, please note that we cannot issue a refund if the final photo is unsatisfactory because the original image you provided did not follow our photo guidelines.

To minimize delays and misunderstandings, make sure your photo meets the official requirements before you upload it. Always check the latest rules for your specific document on the relevant government website (for example, Travel.State.Gov for U.S. passports and visas).

If you need practical help with preparing an input photo, refer to one of the relevant PhotoGov guides:

These guides are for general information only and do not replace official instructions published by government authorities.

If you encounter issues, our Support team can help you decide whether your photo is suitable for processing or if a retake is required.

Eligibility for a 100% Refund

You may qualify for a 100% refund if the problem results from technical errors or processing issues with the PhotoGov passport photo maker. This may include, but is not limited to:

Errors in the Generated Image

Incorrect cropping
Incorrect background processing
Incorrect size or resolution of the final image
Incorrect positioning of the face within the required frame or margins

System and Delivery Failures

Interrupted processing or failure to generate the final image
Inability to download, open, or access the generated file
Payment processed, but the image was not delivered or added to your account

Compliance and Other Technical Issues

The processed image was rejected by the authority or organization issuing the document due to processing or formatting issues on our side, and you can provide evidence of this
Other technical processing errors on our side that cause the photo not to meet the official requirements, even though your original image was generally suitable

If any of the situations above apply and your request is approved, we will refund 100% of the amount you have initially paid. Plus, we will prepare a new photo for any selected document free of charge.

We value your trust and are committed to resolving issues quickly and fairly.

Eligibility for the Add-On Service Refund

If your photo was processed with PhotoGov’s optional add-on — the paid Human Verification service — and was rejected by the document-issuing authority due to noncompliance with official requirements or technical errors, you may qualify for a refund. To be eligible for this guarantee, all of the following conditions must be met:

Your photo was processed with the Human Verification service and approved by our specialists as compliant with the requirements of the selected document.
The photo was rejected by the authority or organization issuing the document (for example, passport office, consulate, visa center) because of incompatibility with the requirements related to the photograph.
You provide proof of rejection — such as a written refusal, screenshot, or official note referring specifically to the photo as the reason for rejection.

If these conditions are met, you are entitled to a refund of 200% of the amount you paid for the relevant photo order. We will also prepare a new photo for the same document type, free of charge.

This enhanced guarantee reflects our confidence in our Human Verification process and our commitment to your successful document application.

Refund Request Procedure

Follow the four simple steps below to request a refund.

Submit your request within 14 days. Contact our support team within 14 days of receiving the processed image and let us know that you would like to request a refund.
Provide the necessary details. Please include your order information, the original photo, the processed image, and any documents confirming the rejection (if applicable), so we can understand what went wrong.
Let us review your case. Our team will carefully review your request, look into the issue, and check whether a refund is justified under this policy. We may contact you if we need any additional information.
Receive your refund. If your request is approved, we will process your refund within 30 days of approval. For 200% refunds, the amount will be calculated as twice the original service fee for the relevant order.

Limitation of Liability

PhotoGov.net’s responsibility for any issues related to your order, our services, or processed photos is limited to the amount you paid for that specific service. We may refund the service fee where appropriate, but we are not responsible for any indirect or additional losses, such as missed trips, delays with your application, or extra fees charged by authorities or other organizations. We do our best to support you and resolve any problems with your photos as quickly and fairly as possible.

Governing Law

This Refund Policy is governed by the laws of the United States, the European Union, and applicable international legal standards. In case of any dispute regarding this policy or a refund decision, those laws will be used to interpret and resolve the matter.

Changes to This Refund Policy

PhotoGov.net may update or modify this Refund Policy at any time without prior notice. Any changes take effect immediately upon being posted on our website. By continuing to use our services after any changes are published, you agree to be bound by the updated policy.

Contact Information

If you have any questions about this Refund Policy or need assistance with a refund request, please contact our support team at info@photogov.net. By using PhotoGov.net’s services, you confirm that you have read, understood, and agreed to this Refund Policy. It is designed to protect your rights, help us comply with applicable international legal requirements, and maintain a high standard of service quality.

Subscription Refund Policy

4.1. General Provisions

This document applies exclusively to refund requests related to the monthly subscription to the PhotoGov.net service (the “Subscription”). Refund requests for one-time photo processing are governed by the general Refund Policy set forth above.

4.2. Subscription Refund Request Submission Procedure

To initiate a refund for a Subscription, the Customer must contact Technical Support using one of the following methods:

filling out the contact form on the PhotoGov.net Support Center page;
sending an email to info@photogov.net with the subject line “Subscription Refund Request.”

The request must include the email address associated with the Customer’s account, the approximate date of the charge, and a brief description of the reason for the refund request.

4.3. Refund Request Review Procedure

Upon receipt of the request, a qualified Technical Support specialist will contact the Customer within 24 business hours to:

verify the Customer’s identity and Subscription details;
clarify the circumstances and reason for the refund request;
determine whether the request meets the refund eligibility requirements under this Policy.

No refund will be issued without prior contact between PhotoGov’s specialist and the Customer.

4.4. Eligibility for a Full Subscription Refund

A full refund of the most recent Subscription charge may be issued in the following cases:

(a) The Subscription was activated due to a technical error by the Service (for example, a system malfunction, duplicate charge, or payment processing error);
(b) The charge occurred after the Customer had successfully canceled the Subscription through their account before the next renewal date;
(c) The Customer submitted a refund request within 14 calendar days of the charge and did not actively use premium features during the current billing period.

4.5. Partial Refunds and Refund Denials

The Service Provider reserves the right to offer a partial refund or deny a refund request in the following cases:

(a) The Customer actively used premium features during the current billing period;
(b) The refund request was submitted more than 14 calendar days after the charge;
(c) The Customer has already received a Subscription refund within the previous 90 days.

In such cases, the specialist will provide the Customer with a detailed explanation of the decision.

4.6. Refund Processing Time

If a refund is approved, the funds will be returned to the original payment method within 30 calendar days of approval.

4.7. Subscription Cancellation and Refunds

Canceling the Subscription through the Customer’s account will stop future automatic charges but does not automatically entitle the Customer to a refund for the current or previous billing periods. To receive a refund, the Customer must follow the procedure described in Section 4.2.

4.8. Amendments to This Policy

PhotoGov.net reserves the right to update this Subscription Refund Policy at any time. Changes will take effect upon publication on the website. Continued use of the Service constitutes acceptance of the updated terms.

4.9. Refund Requests Following Extended Subscription Non-Use

4.9.1. PhotoGov.net sends the Customer a notification of each upcoming Subscription renewal to the email address provided at registration, as well as a receipt confirming the successful charge after each payment. These notifications constitute proper notice to the Customer of the active Subscription.

4.9.2. The Customer is solely responsible for timely canceling the Subscription through their account if they do not intend to continue using the Service. The availability of the Subscription cancellation feature in the Customer’s account allows the Customer to stop automatic renewal at any time.

4.9.3. If the Customer submits a refund request covering multiple billing periods (two or more charges), the following rules apply:

(a) No more than the most recent charge may be refunded, provided that the request is submitted within 14 calendar days of that charge and the Customer did not use premium features during the applicable billing period;
(b) Refunds for prior billing periods will not be issued if the Customer received proper notice of each charge by email (renewal notifications and/or payment receipts) and did not cancel the Subscription or contact Technical Support;
(c) In exceptional circumstances, including prolonged illness, confirmed unauthorized access to the account, or other force majeure events, a refund for multiple billing periods may be reviewed individually at the discretion of the Service Provider. The Customer must provide supporting documentation.

4.9.4. If the Customer does not contact Technical Support within a reasonable period after receiving charge notifications, this will be considered acceptance of the Subscription renewal for the applicable billing period.

4.9.5. PhotoGov.net recommends that Customers regularly review the status of their Subscriptions in their accounts and contact Technical Support promptly if they identify any unwanted charges.

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