Refund Policy

At a glance

• 100% refund if the issuing authority rejects the photo for a compliance reason we should have caught. That's the promise.
• Refunds are processed within 10 business days via the original payment method.
• We need a short note from you and a copy of the authority's rejection notice. Details in Section 3.
• Rejections for non-photo reasons (e.g. wrong form, missing signature, eligibility issue) are not covered.

1. What we promise

When you buy a RapiFoto photo, we promise that it matches the destination authority's published photo specification as of the date of your order. If you submit our photo to the authority and they reject your application specifically because the photo failed a published compliance rule that our pre-check should have caught, we refund you in full.

"Should have caught" means the failed rule was part of the authority's publicly-listed photo specification on the date of your order. If we missed it, that's on us.

2. What is and isn't covered

Covered

• Photo rejected for wrong dimensions.
• Photo rejected for wrong background colour.
• Photo rejected for wrong file format, size, or resolution.
• Photo rejected because the head, eyes, or shoulders were not in the required position or proportion.
• Photo rejected because a published facial-expression, lighting, or eyewear rule was not met.
• Any other rejection where the authority cites a specific clause of its published photo specification that our service did not enforce.

Not covered

• Non-photo rejection reasons. For example: wrong application form, missing supporting documents, ineligibility for the visa or passport, payment of wrong authority fees, missing signature on the application.
• Customer-side errors. For example: uploading a photo of someone else, uploading a photo that doesn't match the person on the application, submitting the photo for a different SKU than the one purchased (e.g. buying a passport photo and submitting it for a work-pass application with different requirements).
• Spec changes after your order. If the authority changes its published specification after the date of your order and your photo no longer matches the new spec, that is outside our promise. (Authorities occasionally change rules. We update our compliance database as quickly as we can, but cannot retroactively rebuild orders.)
• Authority discretion. Some authorities exercise additional discretionary judgement (e.g. flagging a photo for being "unflattering" even though it meets every published rule). These are not covered because we have no way to anticipate undocumented criteria.
• Lost emails. If you didn't receive your delivered photo, that is a delivery issue, not a refund issue — see our Delivery Policy. We re-deliver from our records at no cost within the retention window.

3. How to request a refund

Email support@rapifoto.com with:

1. Your order email confirmation from us (the email containing your finished photo), or your payment-processor receipt.
2. A copy of the authority's rejection notice — screenshot, email, scan, or photo of a paper notice is fine. The notice should make clear which rule was failed.
3. A short note telling us what happened (one or two sentences is plenty).

We respond to refund requests within 3 business days. If your request is covered under Section 2, the refund is processed within 10 business days from our approval, via the original payment method.

If your request falls outside Section 2 — for example, because the rejection was for a non-photo reason — we'll explain why and, where appropriate, point you at any additional support we can offer (such as a re-order at a reduced rate where the failure was on a borderline rule).

4. Time limit for refund requests

You have 30 days from the date the authority rejects your application to submit a refund request under this policy. Requests beyond 30 days are at our discretion to honour or decline.

This time limit reflects our data-retention schedule: photos and order records for delivered orders are auto-deleted after 7 days, and we may not be able to verify older orders against our records past 30 days from the rejection date. Submit early to avoid difficulties.

5. Refund method and timing

Refunds are processed via the original payment method. For card payments, this means the refund appears on the same card that was charged. For wallet payments (e.g. GrabPay, Touch n' Go, PayNow), the refund returns to the wallet account that paid.

The 10-business-day window is our processing time on our side. Your bank or wallet provider may take additional time to post the refund to your visible balance. Most refunds appear within 3-5 business days from when we process them; some take longer depending on the card network or wallet provider.

6. Partial refunds

We do not offer partial refunds on standalone photo orders. A covered rejection results in a 100% refund; an uncovered one results in 0%.

If you bought a bundle — for example, a compliance photo plus a MakeOver styled photo — and the issuing authority rejected the compliance photo for a covered reason, we refund the full compliance photo charge. The MakeOver charge is unrelated to authority compliance and is non-refundable in that scenario.

7. Relationship to our Terms

This policy is referenced from and forms part of our Terms of Service. Section 13 of those Terms caps our total liability for any order at the amount you paid. The refund commitment in this policy is how we discharge that liability for covered rejection scenarios — it is not in addition to it.

8. Contact

For refund requests or questions about this policy, email support@rapifoto.com.