Refund Policy

Last updated: 1 July 2026

We stand behind the technical quality of the photo we produce. This policy is deliberately honest about what it does and does not cover.

1. Free, unlimited retakes

Compliance checks and the preview are free and unlimited. You can retake and re-run your photo as many times as you need — different distance, lighting or background — at no cost, until every check passes. You only pay when you download the final compliant HD file. There is nothing to refund for the free checks, because they are free.

2. Technical compliance guarantee

If a photo you paid to download is rejected because of a technical criterion that our tool checks — output size, head-size ratio, eye position, background, or file size — and the file we delivered was within the official range for the selected document, we will re-process it free or refund in full, your choice.

3. What is not covered

• Rejections caused by factors under your control or not checked by us: expression, pose, glasses, wearing prohibited items, an out-of-date photo, or providing a low-quality source image.
• Subjective or undocumented decisions by an authority.
• We do not offer a "double money-back" or any promise of guaranteed acceptance.

4. How to request a refund or re-process

Email support@dvgreenpass.com within 30 days with your order reference and the rejection notice (if any). We review each request individually and, where covered, re-process the photo or refund to your original payment method.