Terms of service
Last updated: June 2026
The service
Foto2Pass provides software that converts a photo you take with your phone or webcam into a biometrically-compliant passport, ID, or visa photo, optionally printed and shipped. You pay per order; there are no subscriptions.
Money-back guarantee
If the official authority (government, embassy, consulate, or equivalent) rejects the passport photo we delivered to you, we refund your purchase in full. To claim a refund:
- Email support@foto2pass.com within 60 days of purchase.
- Attach the official rejection notice or a photo of the notice.
- Include your order reference (shown in the confirmation email).
We process refunds within 7 business days to the original payment method. The guarantee does not cover rejections unrelated to photo compliance (e.g. incomplete application forms, invalid documents).
What you're responsible for
- Selecting the correct country and document type before taking your photo.
- Providing an accurate shipping address for printed orders.
- Following the live on-screen guidance (framing, lighting, expression) for best results.
- Using the photo only for yourself or someone who consented to the photo being taken.
What we're responsible for
- AI compliance check against the country's biometric specifications at the time of your order.
- Delivering print-ready digital files at 300 DPI with correct dimensions and background.
- For printed orders: physical prints on glossy photo paper, shipped locally by our fulfillment partners (Gelato).
- Responding to support requests within 2 business days.
Right of withdrawal (EU 14-day)
Under EU Directive 2011/83/EU on consumer rights you have the right to withdraw from a distance contract within 14 calendar days of purchase, without giving a reason. This statutory right applies to consumer purchases from Foto2Pass, with the exceptions below mandated by the same Directive.
Digital orders(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 your photo files have been generated and downloaded. Until that moment you can cancel for a full refund by emailing support@foto2pass.com.
Printed orders(Article 16(c)). Print sheets are produced to your personal specifications (your face, your country's spec). You may cancel for a full refund any time before production starts at our partner Gelato — typically within 1 hour of placing the order. Once production has begun the personalised-goods exception applies and the printed portion is no longer refundable. Digital files included with a printed order remain refundable until downloaded.
To exercise the right of withdrawal where it applies, send a clear statement (email is fine) to support@foto2pass.com within 14 days of purchase. We refund within 14 days of receiving your statement, to the original payment method, at no cost to you. See our refund policy for the full procedure.
Complaints
If you have a complaint, email support@foto2pass.com. We acknowledge receipt within 2 business days and aim to resolve every complaint within 14 days. If we need longer we will tell you within those 14 days when to expect a substantive reply. Unresolved disputes can be escalated to the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr or to the Dutch consumer authority (Autoriteit Consument & Markt) at acm.nl. Consumers retain all mandatory rights under the law of their country of residence.
Content rights
You retain full ownership of your photos. We only use them to fulfil your order and as described in the privacy policy. You grant us the limited right to process, crop, resize, and color-correct your photo for fulfilment.
Acceptable use
You may not use Foto2Pass to create photos of identifiable people without their consent, to commit fraud, or to misrepresent identity. We may refuse service or remove content that violates these terms.
Disclaimers & liability
The service is provided “as is”. While we use the latest AI and comply with published government specs, we can't guarantee acceptance in every individual case — authorities retain final discretion. Our total liability is limited to the amount you paid for the order in question. The money-back guarantee is our sole remedy for compliance-related rejections.
Governing law
These terms are governed by the law of the Netherlands. Any disputes will be resolved by the competent Dutch courts, without prejudice to mandatory consumer rights in your country of residence.
Changes
We may update these terms to reflect service or legal changes. The “last updated” date at the top tracks the most recent version. Material changes will be announced via a banner on the site.