Draft, awaiting legal review. This wording may change before IDshot takes its first order.

A verified photo that is rejected

If a photo IDshot verified is rejected for a photo reason by the DS-160 upload or by the consulate within 90 days of payment, the $9.95 comes back, once per order. Write to help@idshot.com with the order's reference and the rejection: a screenshot of the DS-160 message or the consulate's letter.

A third retake that can't be verified

Up to three retakes are included. If the expert still can't verify the photo after the third, the order is refunded and closed. You don't need to ask.

A retake that never comes

A retake the expert asks for must be sent within 30 days. A reminder goes out a week before the deadline. If no retake arrives in the 30 days, the order closes without a refund: the promise covers a photo that was verified, and this one never was.

What does not qualify

• A photo changed after IDshot delivered it.
• A photo used for a document other than the DS-160.
• A photo more than six months old when it was submitted.
• A rejection for a reason that isn't the photo.

How the money comes back

Paddle returns the $9.95 to the payment method you used. It can take a few days to show.