The short version
If the photo file we delivered does not meet the published specification for the destination you chose, we will either fix it for free or refund the full amount. You make a claim, we review it, and you get a free redo or a refund.
The guarantee is about the photo file itself. It is not a promise that an authority will accept your photo. Final acceptance always rests with the issuing authority.
What the guarantee covers
The guarantee covers a formatting problem with the photo file, where the official application portal rejects the photo because of its size, dimensions, file type or a similar technical specification for the destination you selected.
For example, if you selected the US DS-160 photo and the portal rejects the file because the dimensions are wrong, that is a formatting defect and it is covered. If the file is too large, or in the wrong format, those are also formatting defects.
What the guarantee does not cover
The guarantee is about the photo file only. It does not cover:
- Mistakes in the application form
- Eligibility decisions made by the authority
- Portal outages
- Choosing the wrong visa type
We also cannot promise that an authority will accept a photo. Final acceptance always rests with the issuing authority.
Warnings you confirm before paying
Our AI check can flag items before you pay, for example glasses, or lighting that is borderline. Some warnings let you continue if you tick a box confirming you understand the risk.
If a warning appeared on screen and you chose to continue, a rejection caused by that warned item is not treated as a formatting defect and falls outside the guarantee for that item. You can still use the free redo (see our article on the free redo). This does not affect your statutory rights.
Worked example: glasses
You upload a photo wearing clear glasses. The check flags a warning that glasses may cause the destination's portal to reject the photo. You tick the box that says you understand the risk and choose to continue. You pay, and the portal rejects the photo because of the glasses.
Because you confirmed that warning before paying, that rejection is not a formatting defect, and it is outside the guarantee for the glasses item. You can still use the free redo to submit a new photo without glasses.
How to make a claim: step by step
- Find the claim code in your delivery email. It starts with
GVP-. You can also use your order reference, which starts withGMVP-. - Go to the claim page (linked from your delivery email, or at the claim page).
- Enter your checkout email in the email field.
- Select your visa destination from the "Select your visa destination" dropdown.
- Choose why the photo was rejected from the reason dropdown.
- Add your evidence: either upload a screenshot of the rejection, or paste the portal error message, or explain why you cannot take a screenshot.
- Submit the claim.
You get one claim per order, and claim codes can be used only once. You must make the claim within 30 days of delivery.
What to put in your claim: a checklist
Before you submit, have these ready:
- Portal name - which application portal rejected the photo (for example, the US DS-160 system or the Vietnam e-Visa portal).
- Screenshot or the exact error message - the clearest evidence of what went wrong. A screenshot of the rejection message is best; a pasted copy of the text works too.
- Claim code - the
GVP-code from your delivery email. - Checkout email - the email you used when you paid.
The more clearly you describe the rejection, the faster we can review it.
What happens next
We review claims and reply within 2 business days. Depending on what happened, you get a free redo (a replacement photo processed through the same checks) or a refund. If your refund is approved, we issue it within 2 business days to your original payment method. Your bank may take 5 to 10 business days to show it.
Here is the timeline:
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Covered vs not covered
| Situation | Covered? |
|---|---|
| Photo file has the wrong dimensions for the selected destination | Yes |
| Photo file is too large or in the wrong format | Yes |
| Background or framing does not match the published specification | Yes |
| A warning you confirmed before payment caused the rejection | No (for that item) |
| You made a mistake in the application form | No |
| The authority decided you are not eligible | No |
| The portal was down when you tried to upload | No |
| You selected the wrong visa type | No |
What happens to your evidence
The screenshots and error messages you send with a claim are deleted 30 days after the claim is closed.
Frequently asked questions
Does this mean the authority will definitely accept my photo?
No. It means that if the file fails the published photo specification, we fix it or refund you. Final acceptance is always the authority's decision.
How long do I have to claim?
30 days from delivery, one claim per order.
Will I get my money back or a new photo?
If the problem is a formatting defect, we offer a free redo first, or a refund. If the redo also fails the portal's formatting check, you still have the right to a refund under the policy.
What if the portal was down?
Portal outages are not covered, because the photo file itself was not the problem. Try again once the portal is back.
What if I ignored a warning and it got rejected?
If you confirmed a warning before paying and that warned item caused the rejection, it is outside the guarantee for that item. You can still use the free redo.
Do I need the claim code to claim?
You can use your claim code (GVP-) or your order reference (GMVP-), plus your checkout email.
Where is the full policy?
See the Refund policy page. The legal wording there is the source of truth.
Can I claim more than once?
No. You get one claim per order, and claim codes are single use.
Final acceptance always rests with the issuing authority. See the Refund policy, Terms, and Privacy Policy for the full terms.
About GetMyVisaPhoto
Written and fact-checked by the GetMyVisaPhoto Content Team. We research each destination's official photo requirements and publish plain-language guides so you can prepare a compliant visa photo from your own phone. Any figure we cite comes from the official portal listed per section.