Refund and Cancellation Policy

1. Digital IDA-DLT — non-refundable once delivered

Once your digital IDA Driver's License Translation has been delivered to the email address you provided, it is non-refundable. If you did not receive your digital IDA-DLT due to an incorrect email address or a delivery issue (such as a spam filter), this is treated as a replacement case under § 4 — not a refund.

Refunds on the digital IDA-DLT remain available only where:

1. the IDA-DLT is defective, incorrect, or not as described (see § 2);
2. your IDA-DLT is rejected by a qualifying authority and you meet the Rejection Guarantee conditions (see § 3); or
3. your order has been upgraded, in which case the refund terms of the upgraded product type apply (see § 1.1).

Your statutory consumer rights — including any mandatory withdrawal or refund rights under the law of your country of residence — are preserved in § 9. Where those laws grant you a right more generous than this policy, that right applies.

2. Defective or non-conforming IDA-DLT

If your IDA-DLT contains an error on our side (wrong name, wrong vehicle categories, missing languages, typos) or is otherwise not as described, we will correct and reissue it free of charge. Correction timeframes depend on your product type:

• Digital only: corrected and reissued via email as soon as the error is confirmed, typically within the same business day.
• Print + Digital: reprint processed within 1–3 business days, followed by standard shipping of 15–30 business days. If you prefer express shipping, an express shipping fee of $29 applies, as this cost is charged directly by the shipping carrier and is not covered by IDA.

If correction is not possible within the above timeframes, you are entitled to a full refund regardless of when the issue is reported.

3. Rejection Guarantee (business promise on top of statutory rights)

1. If your IDA-DLT is rejected by a car rental agency or traffic authority in a country listed among the contracting states of the 1949 Geneva Convention on Road Traffic or the 1968 Vienna Convention on Road Traffic, and you provide documentary proof (an official rejection letter, email, or similar verifiable record), we will issue a full refund.
2. The Rejection Guarantee does not apply if:
   • the rejection occurred more than 30 days after the date you received your order;
   • documentary proof is not provided; or
   • the rejection occurred in a country or by a provider type for which a specific non-acceptance notice was displayed and confirmed during your checkout process (for example, the disclaimer shown for car rental agencies in Japan, China, and South Korea — see the Country Acceptance Disclaimer). Your confirmed awareness of the acceptance risk in that jurisdiction at the time of purchase means the Rejection Guarantee does not apply there.

4. Replacement Guarantee (business promise on top of statutory rights)

We will replace your IDA-DLT free of charge, unlimited times, for the lifetime of its validity, in these cases:

• Lost or undelivered digital IDA-DLT: please first check your spam or junk folder before reaching out. If you still cannot locate it, contact us and we will resend it to you right away.
• Lost or damaged physical booklet or card during transit: we will send a replacement free of charge. If you prefer express delivery for your replacement, an express shipping fee of $29 applies, as this cost is charged directly by the shipping carrier.
• Failed delivery confirmed by tracking history due to a transit issue on our end: we will reship free of charge.

The following situations are not covered under the free replacement guarantee. If delivery failed due to an incorrect address provided by you, non-response to the carrier, or unpaid customs fees, a reprint fee of $20 plus the applicable shipping fee ($9 standard or $29 express) will be required before a replacement is sent.

The validity period of your IDA-DLT is stated on your document and in your order confirmation. To request a replacement, email hello@internationaldrivingauthority.com or open a live chat on our website with your order number.

5. Physical booklet and ID card

6. Shipping-delay cancellation

Under normal circumstances, orders are produced and dispatched within the standard timeframes once all required documentation has been received and verified. Shipping delays are rare when everything is in order on the client's side.

• If a delay is caused by your failure to provide required documents or information on time, the shipping-delay cancellation right does not apply. The delay in this case is solely your responsibility.
• If a delay is caused by a public holiday period affecting our production facilities, an announcement will be posted on our website in advance with the expected impact on dispatch timeframes. It is your responsibility to check our website for any active announcements before contacting support.
• If a delay occurs on our end for any other reason and you do not agree to a new dispatch date, you may cancel your physical order and receive a refund of the physical portion of your payment.

7. When a refund does not apply

In addition to the specific exclusions stated in §§ 3–6 above, no refund is issued in the following circumstances:

1. Archived orders (verification non-response). If your order was archived due to non-response to our verification team's contact attempts, no refund is issued and the order cannot be processed. From the date of our first contact, we will send one initial email followed by 5 follow-up emails over 6 days — one email per day. If there is still no response, the ticket moves to an 8-day monitoring period where no further emails are sent but the case remains open. If you respond at any point during this 14-day window and provide the required documentation, we will proceed with your order. Once the 14-day window has passed with no response, the order is permanently archived and you will need to place a new order. By completing your purchase, you acknowledge and agree to this condition.
2. Checkout-disclosed rejection jurisdictions. No refund via the Rejection Guarantee is issued where the rejection occurred in a country or by a provider type explicitly disclosed during your checkout process as potentially not accepting the IDA-DLT, and you confirmed awareness of this risk before completing your purchase.
3. Failed delivery caused by customer error. No refund of any kind is issued where delivery failed due to an incorrect address, refusal of delivery, unpaid customs fees, or non-response to the carrier. In such cases, the only option available is reshipment. A reprint fee of $20 plus the applicable shipping fee ($9 standard or $29 express) must be paid before the order is reshipped. If you choose not to arrange reshipment, no refund will be issued.
4. Upgraded orders. An upgraded order is treated as a single order reflecting the most recent upgrade applied. No refund applies to any portion of the order that predates the upgrade. The refund terms of the upgraded product type govern the entire order.

8. IDA-DLT invalidation upon refund

Once a refund is issued on any order, the IDA Driver's License Translation produced for that order is immediately and permanently invalidated:

1. The QR code embedded in both the digital PDF and the physical booklet will display “Document Invalid” when scanned by any party — including rental agencies, border authorities, and law enforcement.
2. You may not present, use, or retain the IDA-DLT after a refund has been issued. Continued use or presentation of an invalidated IDA-DLT may constitute document misrepresentation and may create legal liability for you.
3. If you hold a physical booklet at the time of refund, you are required to destroy it.
4. If you dispute a charge with your bank (chargeback) while in possession of a valid IDA-DLT, we reserve the right to invalidate the document immediately upon notification of the dispute.

9. Your statutory rights are preserved

Nothing in this policy limits, excludes, or modifies any mandatory consumer right you have under the law of your country of residence. If the law where you live gives you stronger rights than this policy provides, those rights apply and take precedence.

This includes, without limitation, rights arising under:

• EU Directive 2011/83/EU (Consumer Rights Directive) and EU Directive 2019/770 (Digital Content Directive)
• UK Consumer Rights Act 2015 and UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
• Australian Consumer Law (including section 64)
• Brazil's Código de Defesa do Consumidor
• Provincial consumer-protection laws in Canada (including the Ontario Consumer Protection Act 2002 and the Quebec Consumer Protection Act)
• New Zealand Consumer Guarantees Act 1993 and Fair Trading Act 1986
• UAE Federal Law No. 15 of 2020 on Consumer Protection
• KSA Consumer Protection Law

This list is not exhaustive. Any mandatory consumer protection law applicable in your jurisdiction applies to your order regardless of whether it is listed above.

10. Chargebacks

If you believe a charge is incorrect, we encourage you to contact us first at hello@internationaldrivingauthority.com before initiating a chargeback. Most issues can be resolved quickly through our support team.

1. We respond to all chargebacks on an evidence basis through our payment processor, including order records, proof of delivery, and your acceptance of our Terms of Service at the time of purchase.
2. If a chargeback is initiated while you are in possession of a valid IDA-DLT, we reserve the right to invalidate the document immediately upon notification of the dispute, as stated in § 8.
3. Fraudulent or unjustified chargebacks may result in order cancellation, immediate IDA-DLT invalidation, restriction across all brands operated by PATHWAY TRAVEL PTE. LTD. (UEN 202401009W, a Singapore private company limited by shares wholly owned by International Automobile Authority LLC), and may be reported to relevant authorities.
4. By completing your purchase you acknowledge that our order records, delivery confirmation, and your acceptance of our Terms of Service constitute valid evidence in any payment dispute.

11. How to request a refund

To request a refund, contact us through one of the following channels:

• Email: hello@internationaldrivingauthority.com — use the email address you used at checkout
• Live chat: available directly on our website

When submitting your request, please include:

• your order number
• the reason for your refund request
• any supporting documentation where applicable (for example, proof of rejection for Rejection Guarantee claims)

Once your request is received:

1. We will acknowledge your request within 1 business day.
2. Approved refunds are processed on our end within 1–3 business days.
3. Once processed, please allow an additional 7–10 business days for the amount to reflect on your bank statement, depending on your bank's processing time.
4. You will receive a confirmation email once your refund has been processed. At this point your IDA-DLT is immediately and permanently invalidated as stated in § 8.

12. Contact

For any questions or requests related to this policy, you can reach us through the following channels:

• Email (support and refunds): hello@internationaldrivingauthority.com
• Email (privacy and data rights): privacy@internationaldrivingauthority.com
• Live chat: available 24/7 directly on our website at internationaldrivingauthority.com
• Phone: +1 (877) 916-1775

When contacting us about a refund or order issue, please have your order number ready to help us assist you as quickly as possible.