Refund Policy

Last updated: April 2026

We want you happy with your memories. This policy explains when and how to get a refund. It applies to purchases made through Fotiqo-operated galleries and venues.

Digital products (photos & videos)

• Full refund within 24 hours of purchase if the files have not been downloaded.
• Once files have been downloaded, digital purchases become non-refundable — we cannot verify the file has been deleted from your device.
• If a file is corrupted or unusable, contact us — we will replace it or refund the purchase.

Physical products (prints, canvases, albums)

• Full refund within 14 days of delivery if the item arrives damaged or materially different from the preview.
• Personalised prints cannot be refunded for change-of-mind (EU consumer law exemption for custom-made goods).
• Printing defects: send a photo of the defect and we will reprint free of charge.

Gallery access passes & digital passes

• Full refund within 24 hours of purchase if no photos have been accessed or downloaded.
• Unlimited pass unused during your stay: full refund on request before gallery expiry.

How to request a refund

1. Email support@fotiqo.com with your order ID.
2. Include the reason for the request and any supporting photos (for damaged goods).
3. We will respond within 2 business days.
4. Approved refunds land on your original payment method in 5–10 business days.

Kiosk (in-person) purchases

Refunds for purchases made at a venue kiosk can be requested on-site at the same kiosk before you leave. A supervisor PIN is required to authorise the refund. Card refunds are issued via Stripe Terminal back to the original card; cash refunds are issued from the cash drawer.

Chargebacks

Please contact us before opening a chargeback with your bank — it's almost always faster for us to resolve directly. Unjustified chargebacks may result in the associated gallery being locked pending resolution.

See also: Terms · Privacy · Cookie Policy