Refund & Cancellation Policy

Last updated: August 30, 2026

This policy explains when you can cancel, when you can get your money back, and what happens to a document once a refund is issued. It applies together with our Shipping Policy, our Payment Policy, and our Terms of Service.

1. Your statutory rights come first

Nothing in this policy limits, excludes, or modifies any right you have under the law of your country of residence. Where your local law gives you more than this policy does, your local law applies and takes precedence. This includes, without limitation, rights under the EU Consumer Rights Directive 2011/83/EU, the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and the UK Consumer Rights Act 2015.

We have written this policy to be read, not to be argued about. If you think we have got something wrong, write to us before you do anything else.

2. Cancelling before we start

You may cancel an electronic order for a full refund at any time before we begin processing it, whatever the reason and without explaining yourself.

For a physical booklet, you may cancel at any time before it has been shipped.

3. Right to cancel — European Union and United Kingdom

If you are a consumer in the European Union or the United Kingdom, you have 14 days from the day you receive your order to cancel it, without giving a reason. Elsewhere, our own policy gives you 7 days from delivery.

To cancel, write to [email protected] with your order number and full name. A clear statement is enough — there is no form to fill in. We reimburse all payments received from you, using the same means of payment you used, without undue delay. For an electronic document this is within 14 days of being informed; for a physical booklet, within 14 days of receiving the document back or evidence that you sent it.

One important exception, required by the same law. Where you asked us to begin supplying a digital document immediately and acknowledged that doing so ends your right to cancel, that right is lost once the document has been delivered to you. You are asked to confirm this at checkout, and it is the reason a digital document delivered to your inbox cannot then be returned. This exception comes from Article 16(m) of the Consumer Rights Directive and its UK equivalent, not from us.

4. Returning a physical booklet

You may return a physical document issued by International Driving Authority within the period in section 3 for a refund. You will need to give us your order number, full name, address, and date of purchase.

The document and its original packaging should come back in the condition you received them. Proof of return posting from your local post office or carrier is required, together with a dated receipt. We refund to the card or account used for the original order.

Who pays the return postage. If the fault is ours, we do — and we replace the document and ship it again free of charge. If the document is correct but you have changed your mind, the return postage is yours. If the error came from information you submitted, a reprinting and shipping fee applies.

Please contact us immediately if what arrives is damaged, defective, or not what you ordered.

5. What we cannot take back

• documents with missing information, or with scratched or altered security holograms;
• documents returned after the period in section 3 has expired;
• documents not in their original condition, damaged, or with elements missing;
• documents issued by another provider — we can only take back our own.

6. Digital documents and express processing

Electronic document. Cancellation and refund are possible before your order has been processed. Once it is processed and the email containing your document has been sent, our service has been performed in full, and the file is treated as used. See the exception in section 3, which is what makes this possible in the EU and UK.

Express processing. The express fee buys speed, and once we have delivered at that speed the fee has been earned. It is non-refundable where the order was processed within 5 minutes of receipt of your information and payment. If we missed that window, the express fee comes back to you — ask us and we will not argue.

7. Our guarantees

These are promises we make on top of your legal rights, not instead of them.

Processing-time guarantee. If we do not process your order within the time published in our Shipping Policy, you may cancel and receive a full refund. Processing time is ours to control, so we guarantee it plainly.

Dispatch-delay cancellation. If we have not dispatched your physical booklet within the time published in our Shipping Policy, you may cancel the order and receive a full refund.

We do not guarantee a delivery date. Once a parcel leaves us it is in the hands of a carrier, a customs service, and a postal operator in your country, and none of them answer to us. What we guarantee is what we control: that it goes out on time, and that if it does not, you can have your money back.

Acceptance guarantee. If your document is refused by a car rental company or a traffic authority in a country that is party to the 1949 Geneva or 1968 Vienna road-traffic conventions, and you can show us documentary proof of the refusal — a written or emailed rejection, or a similar verifiable record — we will refund you in full.

This guarantee does not apply where the refusal happened more than 30 days after you received your order, where no documentary proof is provided, or where we displayed a specific non-acceptance notice for that country or that type of provider before you bought and you confirmed you had seen it. If you knew the risk in that jurisdiction when you paid, the guarantee does not cover it.

8. What happens to your document when we refund you

When the price of the document is refunded in full, the document produced for that order is immediately and permanently invalidated.

• It stops being valid, and an online check of the document will show that it is no longer valid.
• You may not present, use, or keep using it after the refund.
• If you hold a physical booklet, you are required to destroy it or return it to us.

Presenting a document you know has been invalidated may amount to misrepresentation and can create legal liability for you. We would rather say this plainly than have anyone find out the hard way.

9. Chargebacks

Please write to us before you dispute a charge with your bank. Most disputes are an unfamiliar statement descriptor or an order placed by a family member, and we can settle those in a day — see our Payment Policy.

When a chargeback is filed, the documents issued for that order stop being valid while the dispute is open and can no longer be verified online. If the chargeback succeeds, they are cancelled permanently. If the dispute is withdrawn or decided in our favour, they are restored, and you do not need to reorder.

If a chargeback is filed, we respond to your bank with the evidence we hold: the order record, proof of delivery, your acceptance of our terms, and our correspondence with you.

10. How to ask for a refund

1. Write to [email protected] from the email address on the order.
2. Give us your order number and full name.
3. Tell us briefly what happened. If you are claiming under the acceptance guarantee, attach your proof of refusal.

We acknowledge refund requests within 2 business days and, except for statutory cancellation refunds under section 3, tell you our decision, with reasons, within 10 business days. Approved refunds are sent to the original payment method. How long the money then takes to appear is up to your provider — usually 5–10 business days.

11. If you disagree with us

Tell us. Write to [email protected] and ask for the decision to be reviewed, and a different person will look at it. If we still cannot agree, your statutory rights and any dispute-resolution route available to you in your country remain open — nothing in this policy takes them away.

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