Refund Policy

We use a hold-and-capture payment model. At checkout, your card is authorised (a temporary hold is placed on the amount) but no money moves yet. We then process your photo and run the final compliance check. If the photo passes, we capture the authorisation and email you the result. If it does not, we cancel the authorisation automatically — no charge, no refund needed, no email to send. The pending hold drops off your statement within a few business days, depending on your bank. To try again, simply start a new order.

Uploads and processed outputs are retained for 180 days so we can investigate refund claims and respond to card-network disputes, then auto-deleted. See our Privacy Policy for details, including how to request earlier deletion.

What our tool changes. We crop your photo, resize it to the required pixel count, centre your face, square the framing, and normalise the background to the required colour. That is the full list.

What our tool does NOT change. Your face, your hair, your accessories, and your expression. We do not remove eyeglasses, hats, head coverings, hair falling across your eyes, jewellery, masks, or scarves. We do not smooth skin, reshape features, enhance eyes, change your pose, or apply beautification. This is a deliberate design choice: the U.S. Department of State warns against AI-modified photos, and the same caution applies to other visa authorities — modifying your appearance would risk rejection.

What you control. Before you upload, you are responsible for meeting the document type’s appearance requirements:

• U.S. and U.K. visa photos. No eyeglasses (unless medically required); no hat or head covering (except daily religious wear); face uncovered (no mask, no scarf, no hair across the face); look straight at the camera.
• U.K. visa photo additionally. Mouth closed (no smile); hair must not fall in front of either eye.

The full requirements for each document type are listed on the relevant product page — U.S. Visa Photo and U.K. Visa Photo.

If your photo violates any of these items, our compliance check may catch it — in which case your card is not charged. If it is not caught and the photo is later rejected, the issue falls under the “Items you control” exclusion in the next section below.

The standard guarantee only covers cases where our compliance check flags a problem before payment is captured. The clauses below apply only to the narrow case where (1) our compliance check passed, (2) we captured the authorisation, (3) you downloaded the photo, and (4) a U.S. consular officer (or other applicable reviewing authority) later rejected the photo specifically for a photo-compliance reason.

A refund request in this case requires documentary evidence of the rejection — for example, a dated screenshot or email of a DS-160 / DS-260 rejection notice that names a photo-compliance reason, or a dated letter from the consular officer identifying the photo as the reason for rejection together with evidence that the printed copy used at the interview was the file delivered by Complyora. The burden of providing this evidence is on the customer. Without it the claim cannot be evaluated.

Claims must reach us within 60 days of purchase, or within 14 days of the rejection date — whichever is later. Claims filed outside this window cannot be accepted.

If the evidence checks out, our default remedy is a free reprocess — we reprocess the original file (or accept a fresh upload at no extra cost) and address the cited issue. A refund to your original payment method is issued only if a free reprocess is genuinely not possible. Refunds typically settle within 5–10 business days depending on your bank.

To file a claim, contact us via the Contact page with your order email, approximate purchase date, and the evidence described above. We respond within 2 business days. We reserve the right to verify the authenticity of submitted evidence by reasonable means and to decline repeat refund requests showing a pattern of abuse; submission of fabricated or altered documents constitutes fraud.

• Acknowledged pre-payment warnings. If our pre-payment check showed a warning about your photo and you proceeded to checkout, you are not eligible for a refund for rejections related to that issue. We retain a record of each warning shown and the timestamp of your acknowledgement on the payment record.
• Reasons outside our control. Changed embassy or consulate instructions, printing or cropping errors after download, use of the photo for a different document type, or edits made to the file after download.
• No evidence, or no photo-compliance reason cited. We cannot refund based on subjective dissatisfaction with how the photo looks, or based on rejection notices that don’t name a photo-compliance reason.
• Items you control: glasses, hats, hair, expression, face coverings. If you upload a photo where you are wearing eyeglasses (without a medical exception), a hat or head covering (without a daily religious exception), hair falling across your eyes or face, or an expression the document type forbids (a smile for a U.K. visa photo, a non-neutral face for a U.S. visa photo), and the rejection cites that issue, you are not eligible for a refund. Our tool does not modify these items by design — see “What our tool changes — and what you control” above. Meeting these requirements is the customer’s responsibility.

Before payment, you confirm: this is a digital photo service; your card is authorised at checkout and is only charged if we deliver a photo that passes our compliance check; if our compliance check can't pass your photo, the authorisation is cancelled automatically and you are not charged.

We generate photos according to the visa photo requirements published on this site. We do not guarantee acceptance by any government agency. Final acceptance is determined by the reviewing authority and is outside our control. Complyora is an independent tool and is not affiliated with the U.S. Department of State, His Majesty’s Passport Office, or any government agency.