Policies & terms

Digital and Printed photos are separate products, and refunds are assessed per product. If you bought both for the same photo, a problem with one does not automatically refund the other.

You are only charged after your photo has passed our automated checks. Nothing is charged for capture attempts, retakes or photos you decide not to buy.

If we cannot produce your photo after you have paid — for example a processing error we cannot recover from — you will receive a full refund for the affected product, automatically, to your original payment method.

SnapEzee validates your photo against the published requirements for the country and document you selected, but the issuing authority always makes the final acceptance decision. If an authority rejects a photo that passed our checks, contact us within 30 days of the rejection with the reason given by the authority.

We will first offer to correct and re-process the photo at no charge. If a corrected photo cannot reasonably resolve the stated reason, we will refund the affected product.

Refunds are not available where the rejection is for a reason outside the photo itself (an incomplete application, an expired form, an outdated requirement we were not notified of) or where you chose to proceed with a document flagged as requiring professional capture.

Every regulated document photo passes through a human compliance review before delivery. If our reviewer cannot approve your photo, we will ask you for a replacement photo. If you prefer not to retake it, or a compliant replacement is not possible, the affected product is refunded in full.

Because a digital file is delivered instantly and cannot be returned, digital purchases are refundable only in the cases above (failed processing, an authority rejection within 30 days, or a review we could not complete). Changing your mind after downloading the file is not a refundable reason.

If your prints arrive damaged, incorrectly cut, or do not match the approved photo, tell us within 30 days of delivery, with a photo of what you received. We will reprint and reship at no charge or refund the printed product, whichever you prefer.

If a shipment is confirmed lost by the carrier we reprint and reship free of charge, or refund the printed product and its shipping fee.

Print orders can be cancelled for a full refund until production starts. Once printing has begun a cancellation is not possible, but the delivery-problem protections above still apply.

Approved refunds are returned to the original payment method through Stripe. Most banks show the credit within 5–10 business days; card issuers occasionally take longer.

Promotional discounts are refunded at the amount actually paid. Where a bundle promotion is partially refunded, the remaining item is charged at its standard price if that is lower than the bundle price you paid.

Use Report an issue in the app or website and choose “Payment or refund”, or email hello@snapezee.com with your order number. Include the authority’s rejection reason or a photo of damaged prints where relevant — it lets us resolve most requests in a single reply.

This policy summarises sections 15 and 17 of our Terms & Conditions in plain language. If anything here differs from the Terms, the Terms govern. Your statutory consumer rights are not affected by this policy.