Foto2Pass

Refund & withdrawal policy

Last updated: April 2026

EU 14-day right of withdrawal

Under EU Directive 2011/83/EU consumers have the right to withdraw from a distance contract within 14 calendar days, without giving a reason. We honour this in full, with two narrow exceptions mandated by the same Directive:

Digital files (Article 16(m))

When you click “Pay” you expressly consent to immediate performance of the digital service and acknowledge that you lose the right of withdrawal once the photo files have been generated and downloaded. Until that moment a full refund is available — email support@foto2pass.com.

Printed orders (Article 16(c))

Printed sheets are personalised goods (your face, your country's spec). They are refundable in full until production starts at our partner Gelato — typically within 1 hour of payment. Once production has started the personalised- goods exception applies and the printed portion is no longer refundable. Any digital files included with a print order remain refundable until first download.

Money-back guarantee (separate from withdrawal right)

Independent of the EU withdrawal right, we offer a money-back guarantee: if the official authority (government, embassy, consulate) rejects the photo we delivered, we refund in full, even if you have already downloaded or used your files. Send a copy of the rejection notice to support@foto2pass.com within 60 days of purchase.

How to exercise the right of withdrawal

  1. Send a clear statement of withdrawal (email is fine) to support@foto2pass.com within 14 days of purchase.
  2. Include your order reference (in your confirmation email).
  3. We acknowledge receipt within 2 business days and refund the full amount, including standard shipping if applicable, within 14 days of receiving your statement.
  4. Refunds use the same payment method you used for the purchase. There are no fees on our side.

Sample model withdrawal form

You may use the standard EU model form (not mandatory):

To Twilper.com (Foto2Pass), Merelstraat 64, 8916 AX Leeuwarden, Nederland, support@foto2pass.com.
I/We hereby give notice that I/we withdraw from my/our contract for the following service: [order reference], ordered on [date].
Name: …
Address: …
Date: …
Signature (only if on paper): …

Complaints & disputes

If a refund or other complaint is not resolved to your satisfaction, you can escalate to:

Contact

Twilper.com (Foto2Pass)
Merelstraat 64, 8916 AX Leeuwarden, Nederland
KvK 98440217 · VAT NL005332508B94
support@foto2pass.com

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