Refund policy
Refund Policy
Draft for attorney review, not yet reviewed.
Effective date: [Effective date]
Everything we sell is made for you and delivered within about a minute, so the usual "return it in 30 days" rule does not fit. What we do instead is stand behind the result. This page says exactly what that means, product by product.
Passport photos: accepted or double your money back
If the US Department of State rejects a passport photo that our checks approved, we refund two times what you paid for the order, including any pharmacy pickup or mailing fee, to the card or payment method you used.
How to claim. Send us the rejection notice, letter or email from the State Department within 90 days of your order. Either email it to hello@aiphotographer.ai with your order number, or open your order page from the receipt email and use the refund link, which lets you attach the notice.
When you get it. We issue the refund within 3 business days of receiving a valid claim. Banks and card issuers can take a few more days to show it.
Not covered.
- A photo you used after our check failed it and you chose "use anyway".
- A photo that was more than 6 months old when you submitted it. This is the State Department's rule and no photo passes it.
- A rejection for a reason unrelated to the photo, such as a form, fee or document problem.
- A photo that was changed after we delivered it: cropped, filtered, or printed on plain paper instead of photo paper.
- A claim that is not genuine. One claim per order.
Headshots: it will look like you
If your headshot does not look like you, email hello@aiphotographer.ai within 14 days of your order and we refund the full price. If it looks like you but you do not like the result, see the general refund below.
Product photos
If the file does not meet the specification on the product page (pure white background, square, 2000 by 2000 pixels, product centered), tell us within 14 days and we will redo it or refund it, your choice. [Confirm this rule with Asaf.]
Not happy for any other reason
For any one time order, if you are not happy with the result, use the refund link on your order page and we refund what you paid. [Confirm the window for this general refund. 14 days is suggested to match the headshot guarantee.] We may ask what went wrong, because it helps us fix the service, but the refund does not depend on your answer.
Prints
Pharmacy pickup. If the store cannot produce your prints, we move the order to the nearest store that can, at no charge. If that does not work for you, we refund the difference between the pickup price and the email only price, and you keep the digital file.
Mailed prints. If prints arrive damaged, or have not arrived within [N] days of shipping, email us and we send a new set free. If you prefer, we refund the difference between the mailed price and the email only price.
Seller Plan and Team Plan
Plans are billed monthly (or yearly, for an annual plan) until you cancel.
- Cancel any time from the link in any plan email or from your plan page. Cancellation takes effect at the end of the current billing period.
- You keep your balance until that period ends. Unused photos roll over one month while the plan is active; they do not survive cancellation beyond the end of the paid period.
- We do not refund months already billed, including the current one. Cancel before the renewal date to avoid the next charge; we email you 7 days before every renewal so there are no surprises.
- Annual plans: canceling stops the next annual charge. The months already paid run to the end of the year and are not refunded.
- A charge you did not intend. If a plan was started on your account without your explicit choice on a screen showing the price, contents, renewal date and cancel link, tell us and we refund it in full. That is not supposed to happen, and we want to know.
Team Pack seats
Seats are a one time purchase and never expire. [Decide: are unused seats refundable, and within what period? Suggested: full refund of unused seats within 30 days of purchase, no refund of seats already used.]
How refunds are paid
Refunds go back to the payment method you used, through Shopify. We cannot refund to a different card or by another method. If the card has been closed, contact us and we will work with the card issuer.
Contact
hello@aiphotographer.ai [Support phone number, if any] Jacobi RE Holdings LLC, 11 East 86th Street, 20th Floor, New York, NY 10028