100% money-back guarantee

Accepted, or your money back. If a US passport office rejects a photo you bought from us, send us the rejection notice and we refund you in full.

What is covered

The guarantee covers the photo we prepared for you. If an official US passport authority turns that photo down, you are covered. We deliver a real, unedited photo: we never retouch you, we only set the regulation head size and make a non-compliant background plain white, and we check your photo against every official rule before you pay. Because we check it properly, rejections are rare. And when a photo cannot pass, we tell you to retake it.

How to claim a refund

Reply to your order email, or write to help@onepassphoto.com, with your order number and the rejection notice you received from the passport office. That document is all we need, and you do not have to send anything back.

When you get your money back

Once we have your rejection notice, we refund you within 3 business days, to the same payment method you used. There is no deadline to claim: if your photo is ever rejected, you are covered.

How this sits next to your legal rights

This guarantee is a promise we make voluntarily, on top of the law. It is a guarantee within the meaning of § 443 of the German Civil Code, given by Sven Perlberg trading as OnePassPhoto, Lydia-Rabinowitsch-Straße 8, 10557 Berlin. It covers exactly what is described above, it costs you nothing to use, and it runs for as long as we are in business.

Your statutory rights are untouched by it. If a photo we sold you is defective you keep every remedy the law gives you, and you can use those remedies instead of this guarantee or after it. Nothing here shortens a legal time limit or asks you to give anything up. Your right of withdrawal is covered separately in our terms of service.

Common questions