At International Driving Agency, we aim to provide a fast and reliable international driver permit translated booklet service. Because acceptance policies vary across countries and agencies, our guarantees are carefully structured to be fair while preventing misuse.

This policy applies to all orders made through our website.

1. ACCEPTANCE GUARANTEE (LIMITED COVERAGE)

We provide a money-back guarantee only if the translation booklet is officially rejected for verification by:

• A car rental agency, or

• A traffic authority

In a country listed as supported in our IDP Country Check tool, and you purchased the correct format required for that country.

Eligibility Requirements
A refund may be issued if:

• You purchased the correct format (digital or printed) as indicated for that country

• You provide explicit official written proof of rejection of the document (email, letter, signed statement, or verifiable record)

• The claim is made within the validity period of the booklet

Not Eligible:

• Rejection due to presenting a digital copy where a printed copy is required

• Rejection because the original driver’s license was not shown

• Rejection after the booklet has been used for more than 6 months

• Claims without written evidence of rejection of the document

• Situations caused by travel delays, address changes, or missed deliveries

• Where your photo used is not a clear representation of your face

Non-Refundable Costs:

• Shipping fees

• Express processing fees

• Re-shipping fees

• Faster digital delivery fees

2. DIGITAL DELIVERY GUARANTEE

We guarantee digital delivery if the application is complete and approved.

Eligibility
You are eligible for a refund of the product cost if:

Express Digital Orders: Delivered later than 10 minutes after receiving a complete application.
Standard Digital Orders: Delivered later than 24 hours after receiving a complete application.

Not Eligible:

• Incorrect, incomplete, or inaccurate information submitted by the customer during the application process.

• Incorrectly submitted photos or documents

• Email provider delays, spam filtering, or user inbox issues

3. UNLIMITED REPLACEMENTS (LIMITED TO SAME ADDRESS)

For the full validity of your booklet, you may request unlimited replacements.

We will reissue a replacement when:

• The printed booklet was lost in transit

• Tracking shows failed delivery

• The booklet was damaged during shipping

Costs:

• Replacement printing is free

• Shipping fee must be paid for each replacement

• Replacements are sent only to the original shipping address
  (If a new address is required, a new order must be placed.)

4. 45-MINUTE COOLING-OFF CANCELLATION POLICY

Full Refund
You may request a full refund within 45 minutes of placing your order if:

• You did not select Express processing

• The digital booklet has not yet been delivered

After 45 minutes
A 15% processing and handling fee applies.

After 12 hours
If the booklet has already entered the print queue, printing fees are non-refundable.

Shipping fees are non-refundable once dispatched.

Digital-Only Orders
Digital-only orders are non-refundable once delivered to your email.

Where the digital booklet has been successfully delivered to the customer’s email address, and the customer subsequently requests cancellation of only the physical (printed) component of a combined Print + Digital order, International Driving Agency may, at its sole discretion, issue a partial refund limited to the price differential between the digital-only product and the combined product.

Express Processing
Express processing is strictly non-refundable under all circumstances.

5. SITUATIONS NOT ELIGIBLE FOR REFUNDS

Refunds will NOT be approved for:

• Change of mind

• No longer travelling

• Not using the booklet

• Buying digital-only when the destination requires printed

• Incorrect or incomplete application data

• Claims without written rejection documentation

• Booklet already used for more than 6 months

• Requests made after the validity period expires

• Delivery delays caused by user address errors or moving address

6. HOW TO REQUEST A REFUND

Email: hello@theinternationaldrivingagency.com

Include:

• Full name

• Order number

• Explanation of the issue

• Supporting documents (required for acceptance-related claims)

Refunds for eligible orders are processed to the original payment method within 7–10 business days.

7. GOVERNING LAW

This Refund & Guarantee Policy is governed by the laws of Singapore. Any disputes will be resolved under the exclusive jurisdiction of the Singapore courts.

8. FINAL ACKNOWLEDGEMENT

By purchasing from the International Driving Agency, you confirm that:

• You understand this is a translation document only

• Acceptance varies and is not guaranteed by us

• You agree to all refund limitations above

• You will check destination requirements before travel

Shipping Protection Add-On

Shipping Protection is an optional, non-refundable service that provides coverage for one replacement shipment if your printed booklet is confirmed as lost in transit.

Where Shipping Protection has been purchased:

• Replacement printing and shipping will be provided at no additional cost, subject to eligibility
• Coverage is limited to one replacement shipment per order
• No refunds will be issued in place of a replacement shipment

Shipping Protection applies only to shipments that are confirmed as lost in transit. It does not apply to delivery delays, customs processing times, or shipments still in transit.

Shipping Protection does not apply in cases where delivery has been attempted but was unsuccessful, including situations where the parcel is returned to sender due to failed delivery attempts, incorrect address details, refusal of delivery, or failure to collect the parcel. In such cases, re-shipping fees will apply.

Where Shipping Protection has not been purchased:

• Replacement printing remains free under our Unlimited Replacements policy
• Shipping fees must be paid for each replacement shipment

Shipping Protection fees are non-refundable once the order has been processed.