SVOYAGER Photo Refund & Remake Policy
Last updated: 31 May 2026
This Refund & Remake Policy applies to SVOYAGER's photo tools for passports, visas, IDs and other documents.
1. Preview-first model
SVOYAGER may provide a watermarked preview before the final no-watermark file is delivered. The preview allows you to check the generated result before purchasing or accessing the final file. If you are not satisfied with the preview, you may upload or capture another photo before purchasing the final no-watermark file, subject to technical limits and fair use rules.
2. When payment is charged
Payment is charged when you choose to access, download, receive or generate the final no-watermark photo file, unless another billing model applies. For B2B or partner-based flows, final generation may be authorized by the Partner, usage package, billing account or API request.
3. Remake eligibility
You may request a remake if: the final file was generated incorrectly due to a technical issue; the final file does not match the preview in a material way; the selected specification was correct but the output was not properly generated; the file could not be downloaded or delivered due to a SVOYAGER technical issue; or SVOYAGER support determines that a remake is appropriate. SVOYAGER may ask you to upload a new photo if the original image is unsuitable.
4. Refund eligibility
You may be eligible for a refund if: you paid but did not receive the final no-watermark file; the service failed due to a confirmed SVOYAGER technical issue; SVOYAGER is unable to generate a usable final file after reasonable remake attempts; you were charged incorrectly; or applicable consumer law requires a refund.
5. When refunds may be refused
SVOYAGER may refuse a refund if: the final file was successfully generated and delivered; you selected the wrong country, visa type, passport type or photo specification; you uploaded an unsuitable, blurry, low-quality, obstructed, edited or non-compliant photo; you changed your mind after receiving the final file; you used, downloaded or shared the final file; the photo was rejected by a third party for reasons outside SVOYAGER's control; official requirements changed after generation; you violated the Terms of Use; or the request is abusive, fraudulent or submitted outside the applicable review period.
6. Government or third-party rejection
SVOYAGER helps generate photos according to selected specifications. However, SVOYAGER does not control government authorities, embassies, consulates, visa centers, passport offices, airlines or other third parties. A rejection by a third party does not automatically qualify for a refund unless the rejection was caused by a confirmed SVOYAGER processing error.
7. Refund request period
Refund or remake requests should be submitted within 7 days after purchase, unless a longer period is required by applicable law. SVOYAGER may review requests submitted after this period at its discretion.
8. How to request a remake or refund
To request a remake or refund, contact SVOYAGER support and include: order ID; the email used for purchase; the selected country/document type; a short explanation of the issue; and a screenshot or rejection notice, if applicable.
9. Refund method
Approved refunds are usually issued to the original payment method. Processing time may depend on the payment provider, bank, card issuer or payment method.
10. Partner flows
If you used the photo service through a SVOYAGER partner, refund and remake handling may depend on the partner model: if SVOYAGER collected payment, SVOYAGER may process the refund; if the Partner collected payment, the Partner may be responsible for refunding the user; if the Partner used SVOYAGER API credits, SVOYAGER may credit the Partner account instead of refunding the end user directly.