PhotoAiD

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§ 1 General Provisions

  1. These regulations (the "Regulations") set forth the rules for returning products purchased through the Service available at https://passport-photo.online/ (the "Service") and refunds related to such returns.

  2. The Service is operated by PhotoAiD S.A. with its registered office in Białystok, 71 Żurawia St., 15-540 Białystok, Poland, entered in the Register of Entrepreneurs of the National Court Register kept by the District Court in Białystok XII Economic Department of the National Court Register under the number 0000941997, NIP 7831692257, REGON 302228040 with the share capital of PLN 110,800 paid in full (the "Seller").

  3. A Buyer, within the meaning of the Regulations, is any person who purchased a product offered on the Service through the Service (the "Product").

  4. In the remainder of these Regulations, we use the expressions "we", "our" to refer to the Seller, and the terms "You", "Your" to designate the Buyer.

  5. The Terms and Conditions for the Use of PhotoAiD Sites and Points (the "Terms and Conditions") are available at https://passport-photo.online/terms.

§ 2 Withdrawal from the Contract of Sale

  1. If you are a consumer from the European Union and you conclude a distance contract with us (e.g., via the Internet), you have the right to withdraw from it within 14 days of its conclusion – without giving any reason. Information on the rules for exercising the right of withdrawal and a model withdrawal form can be found in Appendix 2 to the Terms and Conditions.

  2. REMEMBER, HOWEVER, THAT THE STATUTORY RIGHT TO WITHDRAW FROM A DISTANCE CONTRACT DOES NOT APPLY TO CONTRACTS WHERE THE SUBJECT OF THE SERVICE IS NON-PREFABRICATED GOOD, MANUFACTURED ACCORDING TO THE CONSUMER'S SPECIFICATIONS OR SERVING TO SATISFY THEIR INDIVIDUALIZED NEEDS (E.G., PRODUCTS, INCLUDING AUTOMATED PRODUCTS).

§ 3 Product Complaints

  1. If you are dissatisfied with our services or have any reservations about how the Service operates, you can file a complaint by contacting us at help@passport-photo.online.

  2. In your message, include the order number (if you have one) and describe the problem – this will help us resolve your issue faster.

  3. We will respond to your complaint within 14 days of receiving it, or within another timeframe required by applicable law. If for any reason we do not provide a response within this time, we acknowledge that the complaint has been resolved in your favour. If the complaint is rejected, we will inform you via e-mail, explaining the reasons for our decision.

  4. If you disagree with our decision, you have the right to use out-of-court dispute resolution methods – e.g., mediation or arbitration. More information and a list of institutions handling this can be found on the Sites of local consumer protection institutions.

§ 4 Return of Product Price

  1. If we refund money for our services, we will do so using the same method you used for the original payment – unless you agree to a different refund method.

  2. If you submit a reliable document confirming that a document photo was rejected by the appropriate office, you may be entitled to a refund greater than the price of the original service (e.g., additional costs) - the refund of this excess amount may be processed using a different payment method than the original payment. We will inform you of the detailed conditions for such a refund via e-mail.

§ 5 Price Refund Guarantee

  1. Price Refund Guarantee is a service under which we will refund you 200% of the total price of the document photo, along with any delivery costs (excluding the price of the Price Refund Guarantee itself, if the service is paid), if the aforementioned photo taken on the Service and positively verified by an expert is subsequently not accepted by an office due to non-compliance with that office's official requirements regarding document photos.

  2. The Price Refund Guarantee is available for selected Products.

  3. To utilize the Price Refund Guarantee, you must meet the following conditions: (i) submit a request for a 200% refund in the manner described below within 30 days of the photo being rejected by the office, (ii) justify your request. Only one Price Refund Guarantee request can be made per the photo purchased.

  4. You have 30 days from the day the office rejects your document photo to submit a Price Refund Guarantee request in the manner described below. This 30-day return window applies to document photos in both digital and printed form, and is separate from and additional to the statutory right of withdrawal described in § 2 and in Appendix 2 to the Terms and Conditions. We do not charge any restocking, handling or processing fee in connection with a return, and no such fee is deducted from the amount refunded. We accept returns of printed document photos that are new or only slightly used. If we ask you to send a printed photo back to us, you return it by mail, and the cost of the return shipment is the customer's responsibility. Document photos delivered in digital form do not require any physical return.

  5. The Price Refund Guarantee does not apply if: (i) the photo was rejected for reasons unrelated to its quality or compliance with official requirements for document photos, (ii) the photo was made based on a file you submitted that did not meet the office's technical requirements, (iii) you independently modified the photo after downloading it from the Service, (iv) you decided to finalize the photo order despite negative expert verification. The Price Refund Guarantee does not apply to orders of Products other than document photos.

  6. To request a 200% refund, contact us as described in § 3. We will confirm receipt of your request and inform you of the next steps. We make decisions regarding refund requests without undue delay.

  7. If your request is accepted, the photo price is refunded as follows:

    • 100% of the photo price is refunded using the same payment method you chose when placing the order,

    • Another 100% of the photo price (bonus) is refunded to a PayPal account. For certain markets, we provide additional refund methods – specific details regarding this are listed on the Service.

  8. Both refunds are processed within 14 days of the acceptance of your refund request or from receiving the necessary data from you to execute the refund (if applicable).

  9. The Price Refund Guarantee does not exclude or limit your statutory rights related to the non-conformity of goods or services with the contract, including the right to submit a statement of withdrawal from a distance contract, if applicable.

§ 6 Personal Data

  1. The scope of the collection, disclosure, and use of Buyers' personal data, along with Buyers' rights, is detailed in the Privacy Policy, available at Privacy Policy.

§ 7 Final Provisions

  1. In matters not regulated in the Regulations, the relevant provisions of applicable Polish law shall apply, particularly the Polish Civil Code, Law on Consumer Rights, and Law on the Provision of Electronic Services.

  2. The Regulations are available on the Service.

  3. The Seller reserves the right to amend the Regulations. All purchases of Products made before the effective date of the new Regulations are carried out based on the Regulations that were in effect on the day the Buyer purchased the Product. The amendment to the Regulations comes into force within 14 days from publication on the Service.