Refund Policy

Pre-launch notice. FotoLuxo is not yet accepting payments. This policy will apply to eligible purchases after checkout is activated.

1. Our refund promise

FotoLuxo will manually review a request for a full refund when the customer provides reasonable evidence that the delivered photograph was rejected because of the photo itself, or that the delivered file materially failed to match the FotoLuxo requirements selected and displayed for the order.

2. When to request a review

Please contact us as soon as reasonably possible after the rejection or after discovering the material defect, and include the evidence described below. Any mandatory consumer right available under applicable law remains unaffected.

3. What to provide

• Order identifier and purchase date.
• The document and application channel selected in the order.
• A clear description of the problem.
• Evidence of rejection where available, such as an authority message, portal error, rejection slip, or appointment instruction.
• Permission for FotoLuxo to review the delivered result and relevant order records.

Do not send an entire passport, identity document, visa application, or unrelated personal records. Redact information that is not needed to show the photo issue.

4. Eligible cases

• Documented rejection caused by a measurable defect in the delivered photo.
• Incorrect dimensions, file type, file-size limit, print scale, background, or face positioning relative to the selected FotoLuxo specification.
• A material unintended change to the person’s appearance caused by processing.
• A paid order that cannot be delivered because of a FotoLuxo technical failure.

5. Normally ineligible cases

• The customer selected the wrong document, operation, country, or submission channel despite the information shown before payment.
• The authority uses live/on-site capture and the page clearly stated that an external photo was not required.
• The customer submitted a different photo from the FotoLuxo output or altered the delivered file.
• A printer, kiosk, or application portal changed scaling or compression contrary to the supplied instructions.
• The application was refused for a reason unrelated to the photograph.
• A preference-only request after a compliant final result was delivered.

We may still make an exception where fair and appropriate.

6. Review and decision

We aim to issue a manual decision within five business days after receiving sufficient information. We may ask one focused follow-up question. Approval or refusal will be explained by email.

7. Payment of an approved refund

An approved refund is returned in full to the original payment method through the payment provider or Merchant of Record. Provider and bank processing times may apply after FotoLuxo approves the request. Currency conversion differences and external bank fees are outside our control unless law requires otherwise.

8. Statutory rights

This policy supplements and does not remove mandatory consumer rights. Where immediate digital performance requires an express acknowledgement or affects a statutory withdrawal right, the applicable disclosure will be shown before payment.

9. Submit a request

Email support@fotoluxo.com with the subject “Refund request”.