Acceptance Guarantee & Refunds

Last updated: 25 July 2026

This policy explains our Acceptance Guarantee and how refunds work. It forms part of our Terms of Service. It is offered in addition to, and does not limit, your statutory consumer rights.

1. What the Acceptance Guarantee covers

For documents marked with an Acceptance Guarantee, we guarantee that the file OnSpec produces conforms to the specification we control for that document — specifically its physical size, pixel dimensions and resolution (DPI), background colour, and head/face position within the official range. If your application is rejected solely because the file did not meet one of those specifications we control, we will refund your payment for that file (see section 4).

2. What it does NOT cover

The guarantee covers the file's specification, not the photograph itself or your application. It does not cover rejection for reasons we don't control, including:

• your expression, mouth open, or eyes; glasses, glare, or reflections; headwear; shadows on your face or background; lighting; or the recency or quality of the original photo you provided;
• the background as physically photographed (we can format colour, but cannot control a busy or wrongly-lit real-world background);
• errors in your application or submission process, or a change in government requirements after the "last verified" date shown for that document.

Document-specific scope

• Pakistan ships as a sizing tool with no acceptance guarantee. Pakistan's official requirements call for an unedited, professionally-taken photo, so we format to size only and make no acceptance promise for it.
• India — the guarantee covers the file's spec conformance (size, the 630×810 upload resolution, face ratio, and white background colour). It does not cover acceptance of a background you produced with our AI background-removal feature; India's system may flag AI-replaced backgrounds, so we recommend shooting against a real plain-white background.
• Schengen / EU — the guarantee covers the pan-Schengen ICAO standard we format to. Individual consulates may prefer a specific background shade; where a consulate requires a shade different from the ICAO-standard light grey, that is outside our control.

3. How to make a guarantee claim

Email [email protected] within 7 days of your rejection, including: (a) the document and country, (b) proof of the rejection, and (c) the reason you were given. If the rejection was for a specification we control, we'll refund the payment for that file to your original payment method via Stripe within 5–10 business days.

4. Other refunds

Separately from the guarantee, we'll refund you if:

• you were charged more than once for the same unlock, or
• a technical fault on our side prevented you from downloading the file you paid for.

Because the file is digital content delivered immediately, we do not offer refunds simply for change of mind once your download has begun — you consented to immediate delivery at checkout and acknowledged the loss of the 14-day cancellation right (see Terms, section 6). This does not affect your rights if the file is faulty or not as described.

5. Your statutory rights

Nothing here limits the mandatory consumer-protection rights of your country of residence. UK and EEA consumers retain all non-excludable statutory rights.

6. Contact

[email protected] · Synthetixis, Inc., 131 Continental Dr, Suite 305, Newark, DE 19713, US.