Passport Photo Toronto stands behind the technical quality of the photos we prepare. If a passport, visa, immigration, or ID photo we produced is rejected because of a technical photo-compliance issue within our control, we will make it right through a free retake, reprint, correction, or eligible refund as described below.
Last updated: May 22, 2026
1. Quick Summary
| Situation | Our Policy |
|---|---|
| Technical rejection by an official authority | We will provide a free retake, reprint, or correction when the rejection is caused by a photo-compliance issue within our control. |
| Photo service completed and delivered | Completed photo services are generally non-refundable unless there is a verified technical or production error covered by this policy. |
| Digital photo files delivered | Digital files are non-refundable after delivery, except where the delivered file has a verified technical defect or compliance issue caused by us. |
| Change of mind or unused photos | Refunds are not available for change of mind, choosing not to submit the photos, or deciding to use another provider. |
| Missed or late appointments | Any prepaid booking or deposit may be non-refundable if the appointment is missed or cancelled after work has begun, but we will do our best to help reschedule when possible. |
2. Our Acceptance Guarantee
We carefully prepare photos according to the published requirements or application checklist for the document type requested at the time of service. If your photo is rejected for a technical reason related to our work, such as incorrect sizing, cropping, background, lighting, print quality, or digital-file formatting, please contact us and we will review the issue promptly.
When the rejection is caused by a covered technical issue, our first remedy is to provide a free retake, reprint, or corrected digital file. If we cannot reasonably correct the issue or provide a compliant replacement, we may issue a refund for the affected photo service.
3. Refund Eligibility
A refund may be considered when all of the following conditions are met:
- The photo was taken, edited, printed, or digitally prepared by Passport Photo Toronto.
- The rejection was due to a technical photo-compliance issue within our control.
- You contact us within 30 days of your purchase or within a reasonable time after receiving an official rejection notice.
- You provide proof of purchase, the rejected photo or digital file, and any written rejection notice, checklist, or instruction from the government office, embassy, consulate, or application centre.
- You allow us the opportunity to inspect the issue and provide a corrected photo when appropriate.
Important: Government, embassy, consular, and application-centre requirements can change without notice. If your application has a specific checklist or officer instruction, please bring it to your appointment so we can prepare the photo to that exact specification.
4. Non-Refundable Situations
Because passport, visa, and ID photography is a customized service completed for a specific person and application type, refunds are generally not available in the following situations:
- You change your mind after the photo session, printing, or digital delivery is complete.
- You decide not to submit the application or no longer need the photos.
- The application is refused, delayed, or returned for reasons unrelated to the photo itself.
- The photo was damaged, altered, cropped, compressed, filtered, or resized after delivery by someone other than Passport Photo Toronto.
- The wrong document type, country, size, or checklist was requested or provided at the time of service.
- Personal appearance changes after the session, including hair, facial hair, clothing, glasses, or other presentation choices, unless a retake is purchased or approved by us.
- Digital files have already been delivered and do not contain a verified technical error caused by us.
5. Appointments, Deposits, and Prepaid Orders
If a booking deposit or prepaid order is collected, it reserves studio time and preparation resources. We will make reasonable efforts to reschedule appointments when advance notice is provided. Missed appointments, late cancellations, and orders where work has already begun may be non-refundable, although we may offer a reschedule or store credit at our discretion.
For group, corporate, school, or volume photo services, the refund terms listed on the written estimate, invoice, or service agreement will apply if they differ from this policy.
6. How to Request a Retake, Correction, or Refund
To request support, please contact us as soon as possible so we can review the issue and help you avoid application delays. Include your name, appointment date, receipt or order details, the type of photo requested, and the reason for rejection or correction.
Contact details
Email: info@passportphototoronto.com
Phone: (416) 986-2677
Studio: 63 McCaul St, Toronto, ON M5T 2W7
Approved refunds are normally returned to the original payment method when possible. Processing times may vary depending on the payment provider or financial institution.
7. Policy Updates
We may update this refund policy from time to time to reflect changes in our services, booking process, or operational requirements. The version posted on this page is the current policy and applies to purchases made on or after the last updated date shown above.