Dispute Resolution Policy
We're committed to resolving your concerns quickly and fairly
Our Commitment to You
We are committed to providing excellent customer service and resolving any disputes or concerns you may have within 7 days. Your satisfaction is our priority, and we stand behind every product and service we offer.
What Constitutes a Dispute?
A dispute is any disagreement, complaint, or concern regarding your order, service, or experience with International Driving Association. This includes but is not limited to:
Service Issues
- Incorrect or defective documents
- Missing information on IDP
- Document quality concerns
- Application processing delays
Delivery Issues
- Lost or damaged shipments
- Delayed delivery
- Wrong address delivery
- Customs clearance problems
Billing Issues
- Incorrect charges
- Duplicate billing
- Unauthorized transactions
- Refund disputes
Customer Service Issues
- Unresponsive support
- Unsatisfactory resolution
- Communication problems
- Account access issues
Dispute Resolution Escalation Process
We follow a structured escalation process to ensure every dispute is handled professionally and resolved fairly. Here's how we work to resolve your concerns:
Level 1: Initial Contact & Investigation
Timeline: Within 2 hours (24/7)
Step 1: Contact our customer support team via email, phone, or live chat with details of your dispute.
Step 2: Our support team will acknowledge receipt of your complaint within 2 hours and begin investigating.
Step 3: We will gather all relevant information about your order and the issue.
Expected Outcome: Initial assessment and proposed resolution within 24 hours.
Level 2: Detailed Review & Proposed Solution
Timeline: Within 3-5 business days
Step 1: A senior customer service representative will conduct a thorough review of your dispute.
Step 2: We will analyze all evidence, documentation, and communication related to your case.
Step 3: We will propose a fair resolution (refund, replacement, credit, etc.).
Expected Outcome: Detailed explanation of findings and proposed resolution.
Level 3: Management Review & Final Decision
Timeline: Within 7 business days
Step 1: If you disagree with the proposed solution, your case is escalated to management.
Step 2: A manager will conduct an independent review of your dispute and all evidence.
Step 3: Management will make a final decision and communicate the resolution to you.
Expected Outcome: Final resolution decision with implementation timeline.
Level 4: Executive Review (If Needed)
Timeline: Within 10 business days
Step 1: In rare cases where disputes remain unresolved, an executive review may be requested.
Step 2: Our executive team will conduct a final comprehensive review.
Step 3: An executive decision will be made and communicated with finality.
Expected Outcome: Final executive decision and resolution implementation.
Our 7-Day Resolution Guarantee
We commit to resolving the vast majority of disputes within 7 business days. Here's what this means:
- You will receive a response to your initial complaint within 2 hours
- A detailed investigation will be completed within 3-5 business days
- A final resolution will be communicated within 7 business days
- Implementation of the resolution will begin immediately upon approval
- Complex cases may require additional time, but you will be kept informed at every step
How to File a Dispute
Filing a dispute is simple. Choose your preferred contact method and provide as much detail as possible:
Phone
Speak directly with our support team
+971 50 630 8922
+44 7546 417559
Live Chat
Chat with our support team in real-time
Available 24/7
Information to Include:
- Your full name and order number
- Date of purchase and order details
- Clear description of the dispute
- Any relevant documentation or screenshots
- What resolution you're seeking
- Your preferred contact method
Possible Resolution Options
Depending on the nature of your dispute, we may offer one or more of the following resolutions:
Full Refund
Complete refund of your purchase amount, processed within 5-10 business days.
Replacement
Replacement of your IDP with expedited shipping at no additional cost.
Store Credit
Credit toward future purchases, often with a bonus amount as goodwill.
Partial Refund
Refund of a portion of your purchase based on the nature of the dispute.
Service Recovery
Complimentary service or upgrade to resolve the issue and restore satisfaction.
Goodwill Compensation
Additional compensation for inconvenience or service failures.
Our Fair Resolution Principles
Impartiality
We evaluate disputes objectively based on facts and evidence, not emotions.
Transparency
We explain our findings and reasoning clearly at every step of the process.
Fairness
We seek solutions that are fair to both you and our business.
Efficiency
We resolve disputes quickly without unnecessary delays or complications.
Respect
We treat all customers with respect and dignity throughout the process.
Limitations of Our Dispute Resolution
While we are committed to fair resolution, there are some limitations:
- We cannot override payment processor decisions or chargeback rulings
- We cannot resolve disputes involving third-party services (shipping carriers, customs)
- We cannot provide compensation for indirect damages or lost profits
- Disputes must be filed within 90 days of the incident
- We cannot reverse completed refunds without verification
External Dispute Resolution
If you are not satisfied with our dispute resolution, you may have the right to escalate your complaint to external regulatory bodies:
Payment Processor Disputes
If your dispute involves billing or payment, you can file a chargeback with your credit card company or payment provider.
Consumer Protection Agencies
You may file a complaint with your local consumer protection agency or regulatory body.
Legal Action
You retain the right to pursue legal action through appropriate courts or arbitration.
Dispute Resolution FAQs
Q: How long does dispute resolution take?
Most disputes are resolved within 7 business days. Complex cases may take longer, but you'll be kept informed.
Q: Can I appeal a dispute decision?
Yes. If you disagree with a decision, you can request an escalation to the next level of management.
Q: Do I need to provide documentation?
Yes. Providing relevant documentation (screenshots, emails, photos) helps us resolve your dispute faster and more fairly.
Q: What if I'm not satisfied with the resolution?
You can escalate to external dispute resolution through your payment processor or local consumer protection agencies.
Q: Is there a fee for dispute resolution?
No. Our dispute resolution process is completely free for all customers.
Ready to Resolve Your Dispute?
Contact our customer support team today. We're here to help and committed to finding a fair solution.
Email: [email protected]
Phone: +971 50 630 8922 | +44 7546 417559
Hours: 24/7 Customer Support
Average response time: Within 2 hours
Last Updated: January 2026