Refund policy

Our money-back guarantee

If none of the headshots from your first paid shoot are usable, tell us within 30 days of purchase and we'll refund your package, less only the later shoots whose headshots you kept.

Last updated November 3, 2026

The short versionIf none of the headshots from your first paid shoot are usable, tell us within 30 days of purchase and we'll refund the package to your original payment method, less any later shoots whose headshots you kept. No forms, no hoops.

What's covered

  • Your first paid package, whichever you choose: Starter, Professional or Executive. The guarantee applies once per person.
  • If none of the headshots from the first paid shoot in your package are ones you'd use professionally, we refund the full package price, less any shoots you developed after it and kept. A later shoot that also had nothing usable is refunded too.
  • Team packages are covered the same way: the guarantee is for the first package you buy. Shoots used by colleagues whose headshots they kept count as kept shoots.
  • For example, you buy Professional (6 shoots for $19.50, so $3.25 a shoot). Your first shoot has nothing you'd use, so you develop a second one and keep those headshots. We refund $16.25. If the second shoot had nothing usable either, we refund the full $19.50.
  • If you have a free preview shoot from before we asked customers to pay up front, the offers to keep it (Keep your pick, $4.50; Keep them all + 2 more looks, $7.50) aren't covered: you see those headshots before you buy them.

How to ask for a refund

  1. Within 30 days of your purchase, contact us (choose "Billing or refunds") or email hello@keeperheadshots.com.
  2. Include the email address you paid with and, if you can, the name of the shoot.
  3. We reply within one business day. We may ask what went wrong so we can improve, but we won't make the refund depend on your answer.

What happens next

  • We refund the original payment method through Stripe, our payment provider. Most banks show it within 5–10 business days.
  • Any shoots left from the refunded package are removed from your account.
  • Please don't use headshots from a refunded shoot. If you shared one for our home page, it comes down when the package that paid for it is fully refunded. If your team admin's package is fully refunded, headshots your colleagues shared from team shoots it paid for come down too.

Before you ask

Often a better set is one step away. Frames held back by our quality check can be retried for free (up to 3 times per shoot), you can re-grade a shoot, and adding a couple of clearer selfies usually makes a big difference. If you'd like help, ask us and we'll look at your photos with you.

Other refunds

  • Charged twice, or charged for a shoot that failed because of a problem on our side? We refund that in full at any time.
  • If something's wrong with a charge, please contact us before disputing it with your bank. It's usually faster for you, and we'll sort it out.