Return Policy

Last Updated:

Overview

At Spinalorefineel, customer satisfaction is our top priority. We understand that document photography is an essential service, and we are committed to delivering photos that meet your needs and all applicable requirements. This Return Policy outlines our procedures for handling refunds, retakes, and other customer service matters related to our photography services.

We have designed our policies to be fair, transparent, and customer-friendly while maintaining the integrity of our business operations. Please read this policy carefully to understand your rights and our obligations when you use our services.

Our Quality Commitment

We stand behind the quality of our photography services with a comprehensive quality commitment. If your photos do not meet the technical specifications required by the relevant governmental agency or organization due to our error, we will retake them at no additional cost. This commitment covers:

• Photos that do not meet required dimensions or sizing specifications
• Photos with incorrect background color for the specified application
• Photos with lighting issues that cause rejection
• Photos that fail to meet digital file format requirements
• Photos with technical quality issues attributable to our equipment or process

Commitment Limitations

While we strive to ensure complete satisfaction, our quality commitment does not extend to situations beyond our control. The following circumstances are not covered under our retake commitment:

• Rejections based on the subject's personal appearance choices (clothing, hairstyle, jewelry, makeup) made despite our professional advice
• Changes in requirements by the requesting agency after photos were taken
• Damage to printed photos that occurs after they leave our studio
• Loss of digital files after they have been delivered to the customer
• Rejections for reasons unrelated to photo quality (application errors, eligibility issues, etc.)
• Photos taken more than 90 days prior to the request for retake

Refund Policy

We process refunds under specific circumstances when our services do not meet expected standards. Please review the following information about our refund procedures:

Full Refund Eligibility

You may be eligible for a full refund in the following situations:

• Service cancellation made at least 24 hours before your scheduled appointment
• Technical failure on our part that prevents completion of service
• Duplicate charges or billing errors
• Service not rendered due to circumstances within our control

Partial Refund Eligibility

Partial refunds may be provided in the following circumstances:

• Service cancellation made less than 24 hours before appointment (up to 50% refund)
• Partial service completion due to unforeseen circumstances
• Downgrade from a premium package after service has begun

No Refund Situations

Refunds are generally not provided in the following situations:

• Completed services where photos meet technical specifications
• No-show appointments without prior notification
• Change of mind after photos have been printed
• Dissatisfaction with personal appearance in technically correct photos
• Third-party rejection for reasons unrelated to photo quality

Retake Procedures

If your photos require retaking under our guarantee, please follow these procedures:

• Contact us within 30 days of your original photo session
• Provide documentation of the rejection (if applicable)
• Schedule a retake appointment at a mutually convenient time
• Bring your original receipt or proof of purchase

Retake sessions are typically completed within 10-15 minutes. We will ensure that all technical issues identified in the rejection are addressed. Our photographers will review the specific requirements before beginning the retake session to ensure compliance.

Digital File Policy

For customers who purchase packages including digital files, please note the following:

• Digital files are delivered via email or secure download link
• Files remain available for download for 30 days after initial delivery
• After 30 days, re-delivery of files may incur an additional fee
• We retain backup copies of files for 90 days after the session
• It is the customer's responsibility to save and back up received files

File Format Specifications

Digital files are provided in standard formats suitable for most applications. If you require a specific format, please inform us before or during your session. Standard deliverables include:

• JPEG files optimized for printing and electronic submission
• Files sized to meet common passport and visa application requirements
• High-resolution versions for customers who purchase premium packages

Damaged or Defective Products

If you receive printed photos that are damaged or defective, we will replace them at no charge. Defects covered include:

• Printing errors (color inconsistency, streaks, spots)
• Paper defects (tears, creases present before delivery)
• Incorrect cutting or sizing
• Wrong photos delivered

To request replacement of defective prints, please return the defective items to our studio within 14 days of your session along with your receipt. Replacements will typically be available for pickup within 1-2 business days.

How to Request a Refund

To request a refund, please follow these steps:

• Contact our customer service team via phone or email
• Provide your receipt number and date of service
• Explain the reason for your refund request
• Provide any supporting documentation if applicable

We will review your request within 3-5 business days and contact you regarding our decision. Approved refunds will be processed using the original payment method within 7-10 business days.

Payment Methods and Refund Processing

We accept various payment methods for your convenience. Refund processing times vary by payment method:

• Credit/Debit Cards: Refunds typically appear within 5-10 business days
• Cash Payments: Refunds provided in cash at time of approval
• Check Payments: Refund checks mailed within 7-10 business days

Special Circumstances

We understand that special circumstances may arise. If you have a situation not covered by this policy, please contact us to discuss your options. We evaluate each case individually and strive to find fair resolutions for our customers. Examples of special circumstances include:

• Extended medical situations preventing appointment attendance
• Travel emergencies requiring schedule changes
• Unique application requirements not covered by standard specifications

Policy Changes

We reserve the right to modify this Return Policy at any time. Changes will be effective immediately upon posting to our website. The date at the top of this policy indicates when it was last updated. We encourage you to review this policy periodically to stay informed about our refund and return procedures.

Contact Us

If you have questions about this Return Policy or need to request a refund or retake, please contact us:

Spinalorefineel
1274 Washington St
West Newton, MA 02465, USA
Phone: +1 617-928-1100
Email: welcome@spinalorefineel.world

Our customer service team is available during regular business hours to assist you with any questions or concerns regarding our return and refund policies.