Refunds are looked at case by case. Here is how to ask, and what to expect.

Email [email protected] and include:

That is all we need to look into it. A real person reviews every request.

There is no automatic entitlement, because with a digital photo you already have the product — in most cases it has already been downloaded. So we weigh each request on its own facts.

The strongest case is genuine quality. If a photo is genuinely poor quality, tell us and show us. A photo cannot be sharpened or brought into focus after purchase, which is why we would rather refund it than leave you with something unusable.

Changing your mind is not grounds for a refund. Nor is buying a photo you have looked at and then deciding you prefer a different one. Our article on what you get when you buy a photo explains how to use the gallery zoom to check properly first.

Tell us straight away. Duplicate charges and payments that went through on an order that appeared to fail are a different situation from a quality complaint, and we will sort them out.

Include the email address used at checkout and roughly when it happened.

If you believe your photos were already covered by a school fee, an entry fee or something the organiser arranged, contact the event organiser or school first. They decide what is included for their event, and we have no visibility of arrangements made between you and them.

Prints are produced and shipped by a separate print provider, not by GeoSnapShot, and refunds or replacements for a print order go to them. See our article on print orders for who to contact.

Email [email protected] from the address you used at checkout and tell us what happened. If you are not sure whether something counts, ask — it costs nothing to raise it.