# Refund Policy

> Delivered or refunded. If a facility sends your photos back or rejects them, you get a full refund or a free reprint.

Last updated: October 9, 2026

**Our promise is simple: your photos are delivered, or you get your money back.**

Photo mail to a correctional facility can be turned away for reasons a family can't easily see coming: a rule about envelope size, how many photos fit in one mailing, the way the ID number is written, or a facility changing its mail process. We take responsibility for those, because getting them right is our job.

## What's covered

You get a **full refund or a free reprint, your choice**, when:

- The facility **returns or rejects** your photos for any reason other than the two listed under "What isn't covered".
- The address, ID number or housing unit on the envelope turns out to be wrong, **even if the detail you gave us was wrong**.
- A print is **damaged, misprinted or missing** from your envelope.
- We accepted your order to a facility we hadn't confirmed yet, and it turns out **the facility won't accept our photos**. In that case we refund you in full automatically, before anything is printed.

## What isn't covered

- **Photos showing content you confirmed wasn't there.** At checkout we list the content the facility bans (for example nudity, gang signs, weapons or drugs) and ask you to confirm your photos don't show it. If a facility rejects photos for showing that content, we can't refund them.
- **The person was released or moved before we mailed.** If we learn about a release or transfer before mailing, we hold your order and contact you, and you can send it to their new facility or cancel for a full refund. Once mail has left us, a release or transfer we didn't know about isn't covered.

## Cancelling

You can cancel for a full refund any time **before your photos are printed**. Email support@inmatepics.com with your order link.

## How to claim

Email support@inmatepics.com within **60 days** of the date your envelope was mailed. Include your order link and, if you have it, the returned envelope, a rejection notice, or a message from the person inside. You don't need to prove where things went wrong; tell us what happened and we'll sort it out.

## How refunds are paid

Refunds go back to the card or payment method you used, usually within 5 to 10 business days of approval, depending on your bank. Reprints are mailed under the same promise as the original order.

## What the person receives

Many prisons and jails no longer hand over original prints: some photocopy incoming mail and some scan it to a tablet. **Before you pay, we tell you what the facility does**, based on its published mail rules. Receiving a copy or a scan instead of the print, when the facility's rules say so, isn't a rejection and isn't covered by this policy.