Refund Policy

At IDPhotoGlow ("we", "us", "our"), we want you to be fully satisfied with your AI-generated ID and passport photos. This Refund Policy explains when and how you can request a refund.

1. Digital Product Nature

IDPhotoGlow sells digital products — AI-processed ID/passport photo files and printable photo sheets. Because these are delivered instantly upon successful payment, they are generally non-returnable. However, we stand behind the quality of our service as described below.

2. 100% Satisfaction / Compliance Guarantee

We guarantee that your photo will meet the official specifications for the country and document type you selected. If your photo is rejected by an official authority because it does not meet those published specifications, you are entitled to a full refund.

3. Eligible Refund Situations

• The delivered photo does not match the size, background, or formatting requirements you selected.
• A technical error prevented you from downloading your purchased photo.
• You were charged more than once for the same order (duplicate charge).
• Your photo was rejected by an official body for failing the published specifications for your selected document type.

4. Non-Refundable Situations

• You uploaded a low-quality, blurry, or non-compliant source photo that could not produce an acceptable result, despite our on-screen guidance.
• You changed your mind after receiving a correctly generated photo.
• You selected the wrong country or document type by mistake after the file was delivered (contact us — we will do our best to help re-generate it).

5. How to Request a Refund

To request a refund, email us at [email protected] within 30 days of your purchase. Please include:

• Your order ID (shown on the payment confirmation).
• The email address used at checkout.
• A brief description of the issue.

6. Processing Time

We review all refund requests within 2 business days. Approved refunds are processed back to your original payment method via our payment provider, Paddle. It may take 5–10 business days for the refund to appear on your statement, depending on your bank.

7. Payment Processor

All payments and refunds are handled securely by Paddle.com, our Merchant of Record. Paddle may also be able to assist you directly with billing questions.

8. Contact Us

If you have any questions about this Refund Policy, please contact us at [email protected] or visit our Contact page.