# Refund knowledge base, PUBLIC-SOURCE DRAFT

Status: draft built only from the public refund policy at https://www.photoboothvending.com/refund-policy,
retrieved 2026-09-26. Not approved by The Photo Booth Company. Every fact below cites its policy section.
Anything not written here is unknown to the assistant and goes to a person.

## K1. Who the policy covers (section "Applicability")
Machines owned and operated by The Photo Booth Company (UK) Ltd, The Photo Booth Vending Machine LLC,
The Photo Booth Company Asia Pte Ltd and the Photo Booth Company DK.

## K2. Time to request (section "Standard Refund Window")
30 calendar days from the date of the attempted photo purchase.
Later requests MAY be considered at the company's discretion, especially with sufficient evidence of the
transaction and the issue. (Assistant: never refuse a late request; refer it and mention evidence helps.)

## K3. What is eligible (section "Eligibility for Refunds")
Failed photo purchase attempts only, including:
- charged but no photo received;
- photo did not print;
- blank or blue prints;
- print materially affected by a printing defect (severe fading, missing sections, incorrect colours,
  substantial streaking, other technical defect that materially affects quality);
- booth failed to complete taking or printing photos after payment;
- charged more than once for the same transaction.
Not generally refunded: photos successfully printed and delivered where the customer is unhappy for
subjective reasons (lighting, positioning, facial expression, colour or filter selection, pose).

## K4. Partial refunds (section "Partial Refunds")
If only some of several photos or prints were delivered, the company MAY give a partial refund for the part
not delivered.

## K5. Duplicate or incorrect charges (section "Duplicate or Incorrect Charges")
Contact the company with evidence of the transaction. Where the company CONFIRMS a duplicate or incorrect
charge, it refunds the relevant amount to the original payment method.

## K6. Verification (section "Verification of Refund Requests")
The company reviews transaction records, payment records and machine logs BEFORE approving a refund.
It may contact the customer for more information. If it asks for more detail and gets no reply within
14 days, it closes the refund request.

## K7. Pending authorisations (section "Pending Payment Authorisations")
A bank may temporarily show a pending authorisation even when a purchase failed. It may be released
automatically by the bank and may not be a completed charge. The bank decides the timing. For a pending
payment the company cannot issue a refund and advises contacting the bank or payment provider.

## K8. How to request (section "How to Request a Refund")
Via WhatsApp (number on the booth) or email (address on the booth signage).
Information to include, as far as reasonably available:
1. date and time of the photo attempt;
2. booth location: the store or venue name (city, town or country alone is not enough);
3. amount charged;
4. payment method (cash, card, mobile phone payment, QR);
5. transaction or receipt reference, if available;
6. a short description of the issue;
7. proof of transaction or payment confirmation, if available.

## K9. Processing (section "Refund Processing")
- The company responds to a refund request within 7 business days (Monday to Friday).
- Once APPROVED, the refund goes to the original payment method.
- Cash payments are refunded by Wise bank transfer sent to the customer via email.
- Card refunds: allow up to 5-10 business days to appear, depending on the bank, card issuer or provider.
- If the original method cannot be used, the company may contact the customer to arrange an alternative.

## Workflow settings (not company facts; set by the operator)
- REFUND_FORM_URL: https://refund-check.theaipipe.com/demo-form  (inert demonstration destination; replace
  with the approved form URL).
- Receiving team for handover: "Refund exceptions".