If something you bought from Altols didn't work, we'll put it right or refund you.
Last updated 29 October 2026.
You can get a refund if
- the tool didn't produce the files you paid for, or the files are damaged or won't open;
- a passport or visa photo was rejected because its size, crop or head position didn't match the rules on our page for that document;
- you were charged more than once for the same purchase; or
- the 24-hour pass didn't remove the limits it describes.
Ask within 30 days of buying. For a rejected photo, include the rejection notice or a description of the reason given.
When we usually can't refund
Because you receive digital files straight away, we don't usually refund a change of mind after you have downloaded them, or a rejection for reasons the tool can't control, such as expression, glasses, shadows on your face or a photo taken too long ago. We will still look at every request fairly.
Your consumer rights
This policy is in addition to your rights under the Australian Consumer Law and the consumer laws of your country. If there is a major failure with our service, you are entitled to a refund regardless of what this page says.
How to ask
Email hello@altols.com with the email address you paid with and, if you have it, your Stripe receipt number. We reply within 2 business days. Approved refunds go back to your original payment method and usually appear within 5 to 10 business days, depending on your bank.