Rückerstattungsrichtlinie

A refund request can be reviewed when the payment was duplicated, the charged file was not delivered, the paid session failed because of a technical error, or local mandatory consumer law requires reimbursement. Requests should be sent as soon as possible after the payment event and preferably within 14 calendar days.

A refund is normally not granted when the user selected the wrong document profile, changed their mind after a working file was delivered, uploaded a poor-quality portrait that did not meet the visible instructions, or requested a refund after using the generated result. This does not limit rights that cannot be excluded under applicable law.

Send the order reference, payment date, charged amount, reason for the request and, if relevant, a screenshot of the technical problem or duplicate charge. Use the merchant email or support route listed on this page so the transaction can be matched to the correct session.

Refund and cancellation requests are reviewed within up to 5 business days after enough information is received. If the claim is confirmed, the merchant may restore delivery, cancel the transaction where technically possible, or return funds using the payment method allowed by the payment provider and applicable law.