Refund and Cancellation Policy

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

Once your digital IAA Driver’s License Translation has been delivered to the email address you provided, it is non-refundable. If you did not receive your digital IAA-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 IAA-DLT remain available only where:

1. the IAA-DLT is defective, incorrect, or not as described (see § 2);
2. your IAA-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 IAA-DLT

If your IAA-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 IAA.

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 IAA-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).

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

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

• Lost or undelivered digital IAA-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.
• 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 IAA-DLT is stated on your document and in your order confirmation. To request a replacement, email hello@internationalautomobileauthority.com or open a live chat on our website with your order number.

5. Physical booklet and ID card

Digital only orders

Once your digital IAA-DLT has been delivered to your email, it is non-refundable as stated in § 1.

Print + Digital orders

1. You have the right to cancel your physical booklet within 14 days of the day you receive it, for any reason.
2. Your refund will be calculated by deducting the printing fee ($20) and the shipping fee from your total amount paid, as these costs are incurred at the time of production and dispatch.
3. To exercise this right, contact us at hello@internationalautomobileauthority.com or open a live chat within the 14-day window. We will provide you with the return address. The physical booklet and ID card must be returned to us in reasonable condition.
4. Once your refund is issued, both the physical booklet and the digital IAA-DLT are immediately and permanently invalidated. The QR code on both versions will display “Document Invalid” when scanned. You may not present, use, or retain either version after the refund has been processed. Continued use of an invalidated document may constitute document misrepresentation and may create legal liability for you.
5. No exchanges. Cancel and place a new order with corrected details.

Defective, damaged, or incorrect booklet

If your physical booklet arrived defective, damaged, or not as described, this is covered under § 2 and a full correction or refund will be provided at no cost to you. Report defects within 30 days of receipt by emailing hello@internationalautomobileauthority.com.

6. Shipping-delay cancellation

• 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.
• 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, 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.
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.

8. IAA-DLT invalidation upon refund

Once a refund is issued on any order, the IAA 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 IAA-DLT after a refund has been issued. Continued use or presentation of an invalidated IAA-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 IAA-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)
• EU Directive 2019/770 (Digital Content Directive)
• UK Consumer Rights Act 2015
• 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@internationalautomobileauthority.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 IAA-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 IAA-DLT invalidation, restriction across all brands operated 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@internationalautomobileauthority.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; and any supporting documentation where applicable.

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.
4. You will receive a confirmation email once your refund has been processed. At this point your IAA-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@internationalautomobileauthority.com
• Email (privacy and data rights): privacy@internationalautomobileauthority.com
• Live chat: available 24/7 directly on our website at internationalautomobileauthority.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.