EN

Photo rejected? Free re-render or refund

If your photo is rejected, you get a free re-render or a refund. That applies to any file you bought from us, for any document on this site, within 60 days of the order.

What counts

  • The online application rejected the photo (for example the US online renewal or the DV entry form).
  • You got a letter or email from the passport or visa office asking for a new photo.
  • The photo was refused at the counter, post office or visa centre.
  • Something was wrong with the file itself: wrong size, or it wouldn't download.

We don't ask for proof, but a sentence on what the office said helps us improve the rules for everyone.

Your two options

  1. Free re-render. You get a code (up to two per order). Take or choose a new photo, and the tool makes the file again at no charge. Use the live camera coach on your phone: it only takes the picture when head size, eye line, tilt, lighting and background pass.
  2. Refund. We refund the full amount through Paystack to your original payment method, in Kenyan shillings, within 2 working days of your request. Your bank may show a slightly different amount in your own currency because of the exchange rate.

What we can't promise

No one can promise a photo will be accepted: only the issuing office decides, and officers judge things a file can't show, like whether the photo still looks like you. We check against the published rules and never retouch faces. That is why the guarantee is a re-render or your money back, not a promise of acceptance.

Ask for a re-render or refund

In your Paystack receipt email ("Reference"), or in the order page address after ?id=.
What would you like?

We keep your request (order reference, email, what you wrote) for 12 months so we can honour it and spot abuse. See privacy. Problems with the form? Email hello@passportsorted.com.