Last updated: September 25, 2026
This Returns & Refunds Policy explains how refunds work for digital photo orders placed through IDReady at https://idready.app, operated by EngineerApart Software Consulting, Inc.. It supplements our Terms of Service. Because our products are delivered electronically, traditional "returns" of physical goods do not apply; instead, this policy describes when we may issue refunds.
Preview your photo before you pay
You can run the full photo workflow and inspect the processed result—including cropping, background treatment, and automated compliance indicators—before entering payment details. Use that preview to confirm the image looks like you expect. If something is wrong, retake or re-upload your photo and process again rather than checking out. Completing payment means you have had the opportunity to review the output we generated from your upload.
When we may offer a refund
We want you to receive working files. Contact us at support@idready.app if:
- You were charged but did not receive download access or order confirmation email (after checking spam folders and confirming the email address on the order).
- A technical failure on our side prevented you from downloading valid processed files for a paid order, and we cannot resolve the issue within a reasonable time.
- You were billed twice for the same order, or charged an incorrect amount due to a system error.
- Required by applicable consumer protection law in your jurisdiction (we will comply with mandatory refund rights where they apply).
Refund decisions are made case by case. Approved refunds are returned to the original payment method when possible; timing depends on your bank or card issuer.
When refunds are generally not available
- You successfully downloaded processed files and the Service performed as described, but you changed your mind or no longer need the photos.
- A government office or agency rejected your photo, including for reasons outside our control (see below). Rejection does not automatically mean our files were defective.
- The issue stems from the original upload (for example, blur, incorrect pose, glasses, or shadows) that was visible in your preview before payment.
- You selected the wrong document type or country and did not correct it before checkout.
Government acceptance
IDReady compares your image to official photo specifications we maintain for each document type—covering factors such as head size and position, eye height, background color, and output resolution. Our goal is to help you produce a photo that aligns with those published rules. However, acceptance is decided only by the government office or agency that receives your application. Requirements can change without notice, and examiners may apply standards we cannot see. We do not warrant or guarantee that any photo will be approved. Before you submit an application, confirm the latest requirements on the official issuer's website or instructions.
If your photo is rejected, you may still be able to adjust your source image and process a new version through IDReady; that is separate from a refund request. We may, at our discretion, offer account credit or partial relief in exceptional circumstances, but we are not obligated to do so.
How to request a refund
- Email support@idready.app with the subject line "Refund request" and your order details.
- Describe what went wrong and, if relevant, attach screenshots of any error messages.
- We will review your request and reply with our decision and next steps.
Include your order email, date of purchase, and a brief description of the problem. We typically respond within a few business days.
Chargebacks
If you dispute a charge with your bank or card company without contacting us first, we may provide evidence of delivery and use of the Service. Please email support@idready.app so we can try to resolve the issue before initiating a chargeback.
Contact Us
If you have questions about this policy or need assistance with a technical issue, please visit our Contact Page.