Refund Policy

This policy covers the optional paid plans and purchases on sizeport.com, listed on the pricing page. The free tools cost nothing, so there is nothing to refund. This policy applies to every purchase.

The short version

• Monthly and yearly plans: a full refund within 14 days of your first payment if you have used little of it, and you can cancel at any time.
• One time passes: the same, within 14 days of buying.
• Passport Pro: a full refund within 14 days, before you download a final photo. After that, our guarantee: your money back if an official office rejects the photo for a reason our check covers.
• Credit packs: unused credits are refundable within 14 days.
• Write to [email protected] with your order number. A person reads every request.

Who handles payments

Our order process is run by our online reseller, Creem. Creem is the merchant of record for all our orders: it takes the payment, handles tax and issues your receipt. Refunds are paid through Creem to the card or wallet you paid with. They are paid in US dollars, the currency you were charged in, so if your bank converts currencies, the amount on your statement may differ slightly from what you first paid. Once a refund is approved, it usually reaches you within 5 to 10 working days, depending on your bank.

Monthly and yearly plans

If you are not happy with a monthly or yearly plan, ask within 14 days of your first payment and we will refund it in full, as long as you have used little of it: at most 20 HD results and no Passport Pro download from the plan. If you used more, we refund the part of the period you have not used. You can cancel at any time from your account; the plan stays active until the end of the period you paid for and does not renew after that.

If you forget to cancel and a renewal goes through, write to us within 7 days of the renewal and, as long as you have not used the plan since, we will refund that renewal.

One time passes

Passes, such as the 3 month and 12 month passes offered in some countries, are paid once and never renew on their own. You can ask for a refund within 14 days of buying, on the same terms as a plan: in full if you have used little of it, otherwise for the part you have not used. After that, the pass stays active until it ends.

Regional prices are for people who live in the countries they are offered in. If a regional price is paid with a card whose billing country is not one of them, we refund the payment in full straight away, add nothing to the account, and email you to explain.

Passport Pro and its guarantee

Passport Pro is a one time purchase per person, or per family pack. You can ask for a full refund within 14 days of buying, for any reason, as long as no final photo has been downloaded from it. For a family pack, that means from any person in the pack.

Once you have downloaded a photo, our guarantee takes over, and it lasts well beyond the 14 days. If a passport or visa office rejects the photo, we offer you a free new person to retake it, or a refund, when all of these are true:

1. The photo is a Passport Pro final download for the person named on it, and you sent it to the office unchanged.
2. The office rejected it for a reason about the photo itself, such as head size or position, background, light, shadows, expression, eyes, glasses or focus.
3. You tell us within 30 days of the office’s notice, and within 6 months of the download.
4. The reason is not one our check warned you about. You can still download a photo with warnings, because the office may accept it, but you confirm first that the guarantee does not cover those points, and the report lists them.
5. It is the first claim for that person.

To claim, open Passport Pro in your account and choose Report a rejection on the download. Upload the office’s notice: the letter, the email or a screenshot of the portal message. For an online application, also choose the exact file you submitted: your browser works out its fingerprint and sends only that, never the photo, so we can confirm it is the file we made. For a paper application, type the order code printed on the print sheet. A person on our team checks every claim and emails you the decision.

A refund under the guarantee is the price of one person, at the price you paid (standard or regional). That is also the amount for a person in a family pack, or one included with a yearly Pro plan or a 12 month pass. The guarantee does not cover rejections for reasons outside the photo, such as a photo older than the office allows, a photo that was changed after it left our tool, or a mistake in the rest of the application.

Credit packs

Credit packs pay for HD results from our AI tools. Credits do not expire. Within 14 days of buying, we refund the credits you have not used. Credits already used are not refundable, because you have received what they paid for.

How to ask for a refund

Email [email protected] from the address you used to buy, and include the order number from your receipt. Tell us briefly what went wrong; it helps us improve, but we do not ask you to prove anything for a refund within 14 days. We answer within 3 working days. For a Passport Pro rejection, use Report a rejection in your account instead, as described above.

Please contact us before disputing a payment with your bank. A dispute takes weeks, while we can usually refund you the same day. While a payment is disputed, what it paid for is paused. After a second dispute, the account cannot make new purchases.

Your legal rights

This policy adds to your rights. It does not replace them. If you live in the European Union, the United Kingdom or another country whose consumer laws give you more, for example a right to cancel or to a remedy for a faulty service, you keep those rights in full.

In the European Union and the United Kingdom, you can usually cancel a digital purchase within 14 days. Because what you buy here can be used straight away, we ask you to confirm, before the payment page opens, that you want it to start now. You then lose that right for what you have used: an HD credit once it is used, and Passport Pro once you download a final photo. If you cancel Pro or a pass within those 14 days, you may pay for the part you have used. We keep your confirmation with the purchase record and email it to you after you pay. The rest of this policy still applies, so a full refund of Pro while use is light, or of Passport Pro before a download, stays available.

We may refuse a refund where a policy is clearly being abused, for example repeated purchases and refunds of the same plan. We may also update this policy; the date at the top shows the latest version, and a change never affects a purchase made before it.

Contact

Questions about a payment or a refund: [email protected], or use the contact page. See also our Terms of Use.