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Refund & Acceptance Guarantee

Effective date: 3 October 2026

We want you to get a photo that works. Here is exactly what we offer, in plain words.

Ovalight is an independent company, not a government agency. Only the authority that issues your document can decide whether to accept a photo.

1. Photo Acceptance Guarantee

If an authority rejects a photo you made with a paid Ovalight feature for a reason our tool is designed to check, we will refund what you paid for that purchase.

Covered reasons

The photo was rejected because, for the country and document you selected in Ovalight, it did not meet the published requirements for:

  • photo size or proportions;
  • head size or position in the frame;
  • background colour or plain background;
  • digital file dimensions, resolution, or file size; or
  • printed size on our print sheet, when printed at 100% / actual size.

Not covered

  • How the person looks or was photographed: glasses, facial expression, eyes not open or visible, hair or clothing covering the face, head coverings, uniforms, shadows, glare, or lighting — especially if Ovalight warned you about it.
  • The photo being too old for the authority's rules, or not a true likeness.
  • Choosing the wrong country, document, or size in Ovalight.
  • Editing the photo outside Ovalight or printing it scaled, cropped, or on unsuitable paper.
  • Documents that require photos taken or sent by an authorised provider (for example, German passports and ID cards since 1 May 2025).
  • Photos made for a document whose Ovalight page or Studio says, next to the buttons, that this guarantee does not apply (for example, documents whose rules are only partly published, job/CV photos and custom sizes).
  • Rule changes made by the authority after the date shown for that specification in Ovalight.
  • Government fees, appointments, travel, printing, postage, or any other costs.

How to claim

  1. Use the refund request form (link in the footer of every page) or email support@ovalight.com within 90 days of your purchase, with the subject "Acceptance Guarantee".
  2. Include your order ID (from your receipt) and the country and document you applied for.
  3. Attach the rejection notice or message from the authority (a photo or screenshot is fine). You may black out personal details such as your name and application number.

We will never ask you to send us your photo.

We will reply within 30 business days. One claim per purchase.

How you get your money back

  • Website purchases: refunded to your original payment method through our payment processor, Stripe, usually within 5–10 business days after approval.
  • App Store purchases: Apple handles all App Store payments and refunds. Request a refund at reportaproblem.apple.com. We will confirm to Apple, where possible, that your claim meets this guarantee and, if you wish, help you make a new photo free of charge. Apple makes the final refund decision.

2. Other refunds

  • Technical problem: if a Paid Feature does not work as described on your device and we cannot fix it, we will refund you. Contact us within 30 days.
  • Accidental duplicate purchase: we will refund the duplicate.
  • Not covered: changing your mind after you have downloaded or exported a paid photo, except where the law gives you a right to a refund (see section 3).

This guarantee is in addition to your rights under consumer law and does not limit them.

  • EU, EEA and UK: you have a 14-day right of withdrawal for online purchases. Because paid photos are digital content delivered immediately, you lose this right once delivery starts if, before buying, you agreed to immediate delivery and acknowledged losing the right. If you did not, you can withdraw within 14 days for a full refund at /en/refunds/#withdraw. You also have rights if digital content is faulty or not as described.
  • Australia: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Guarantee provider: QMETER L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates, +971 56 921 0505, support@ovalight.com. Claims are free; we do not charge you to make a claim.
  • Elsewhere: you keep all rights that your local consumer law gives you.

4. Contact

QMETER L.L.C-FZ (QMETER L.L.C-FZ), Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates, Meydan Free Zone, United Arab Emirates · support@ovalight.com

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