Refund Policy

Last updated 4 November 2026 · 退款政策（中文摘要在每节下方）

In one sentence: if the authority rejects your photo because it does not match the published specification, we refund the order in full.

1. When we refund 什么情况退款

We refund an order in full when all of the following are true:

The photo was rejected by the passport office, embassy, visa centre or application portal you submitted it to; and
the stated reason for rejection is a specification mismatch — wrong dimensions, wrong head size, wrong background, wrong file size or format; and
you contact us within 30 days of the purchase date.

因规格不符（尺寸、头部比例、底色、文件大小或格式）被受理方退回，且在下单后 30 天内联系我们，全额退款。

2. What we need from you 需要提供什么

Your order code (shown on the result page and in the confirmation email).
A screenshot or PDF of the rejection notice showing the reason.
Optional: which document you were applying for.

Send these to support@extool.cn with the subject “Refund + your order code”.

把取片码和退回截图发到 support@extool.cn，标题写「Refund + 取片码」。

3. What is not covered 什么情况不退

Situation	Why
The rejection reason is a defect in the photo you supplied — head turned, eyes closed, hat, harsh shadow on the face — and our compliance report flagged it before payment.	We told you before you paid. The report lists every failed check.
The authority changed its requirements after you bought the photo.	We match the published specification on the date of purchase.
You simply changed your mind, or the photo was not needed.	See section 5 — digital content delivered immediately.
The order was never paid, or payment was reversed by your bank.	Nothing was charged, or the chargeback already settles it.

因你提交的照片本身有问题（侧脸、闭眼、戴帽、脸上硬阴影）且我们在付款前已明确提示的，不在退款范围。

4. How long it takes 处理时效

We reply within 2 business days.
Approved refunds are issued within 3 business days of approval.
Your bank or card issuer may take a further 5–10 business days to post the credit.

Refunds go back to the original payment method. We cannot refund to a different card or account.

2 个工作日内回复，通过后 3 个工作日内退款，银行入账再需 5–10 个工作日。

5. Digital content and your right to cancel 数字内容与撤销权

Our product is digital content delivered immediately. Under EU consumer law you normally have 14 days to withdraw from a distance contract, but that right is lost for digital content once delivery has begun — provided you gave prior express consent and acknowledged the loss of the right.

By completing payment and downloading your photo you give that consent. If you have not downloaded the photo, contact us within 14 days of purchase and we will cancel and refund the order.

数字内容一经下载即失去 14 天无理由撤销权（付款即视为同意）。未下载的订单，14 天内可申请取消并全额退款。

6. Chargebacks 拒付

Please contact us before opening a chargeback with your bank — most issues are resolved the same day. A chargeback for a delivered digital product may be contested with the delivery log and the compliance report as evidence.

请先联系我们再发起拒付，通常当天就能解决。

7. Your data 数据

Refunds do not automatically delete your photos. To have them removed, ask in the same email, or see the privacy policy for the retention schedule.