How to request help
Contact support@idlbali.com as soon as possible and include the order reference, the email used for the order, a clear description of the problem and supporting photos where a printed item is damaged. Do not email full payment-card details.
Before personalised work begins
If payment has been confirmed but review, personalised production and digital supply have not started, a cancellation request will normally be accepted and the order refunded to the original payment method, subject to fraud and payment-settlement checks.
After production or digital supply begins
The translation, digital file, printed booklet and card are made to the customer's specifications. Once personalised work has begun or digital content has been supplied, a change-of-mind cancellation may be unavailable where applicable law permits. Mandatory consumer cancellation or conformity rights remain unaffected.
IDL Bali error or non-conforming item
If the supplied item materially differs from the confirmed application because of an IDL Bali production error, we will review the record and provide an appropriate correction, replacement, price reduction or refund. The customer should report the issue promptly and must allow a reasonable opportunity to inspect and remedy it.
Incorrect customer information
A correction, reproduction or redelivery required because the customer supplied inaccurate, incomplete, unauthorised or misleading information is not an IDL Bali production defect and may require a new order or additional fee. Report any mistake before production begins whenever possible.
Damaged, delayed or lost delivery
For a damaged parcel, keep the packaging and provide clear photos. For a delayed or lost tracked shipment, IDL Bali will open or assist with the courier enquiry. Any replacement or refund is determined after the courier investigation and does not remove mandatory rights that apply to the sale.
Third-party refusal
A police authority, rental company, insurer or other third party refusing a private translation is not by itself a product defect because acceptance is not guaranteed and local requirements differ. Refunds are not offered solely because an authority requires an official permit or a provider chooses not to accept a private translation.
Refund method and timing
Approved refunds are initiated through Stripe to the original payment method by Global Tech Provider FZ-LLC. The receiving bank or card issuer controls when the credit appears. Currency conversion differences, bank charges and exchange-rate movements outside our control may affect the amount displayed by the customer's account.
Chargebacks and unresolved complaints
Customers should contact support first so the issue can be investigated. Starting a payment dispute does not prevent IDL Bali from providing the payment processor with the application, acceptance, production, delivery and communication records reasonably needed to answer the dispute.
Contact IDL Bali support and include your order reference when applicable.