All sales are final: passes are non-refundable once bought, except in the two cases under "When we refund" below. The free preview and the watermarked sample let you check your photo before you pay, so please use them first.
Check before you pay
Cropping, the compliance check and the on-screen preview are free. So is a watermarked sample download at half resolution. Use them to check the framing, the background and the document you picked before you buy a pass.
Photos rejected by an authority
We don't refund a pass if a passport office, embassy or visa portal rejects your photo. Each authority makes its own decision, and CropPass can't check everything they look at.
Faulty files
If a file you downloaded with a pass is technically faulty (it doesn't open, or it isn't the size or format CropPass shows for the document you chose), email us at support@croppass.com and include your receipt number. We'll fix or replace the file.
When we refund
There are only two exceptions:
- If we cancel your pass, or stop offering paid downloads before it expires, through no fault of yours, we refund it.
- If you were charged twice by mistake, we refund the duplicate payment.
To ask for a refund in either case, email us at support@croppass.com and include your receipt number.
Your statutory rights
This doesn't affect your statutory rights. See also our Terms of Service.