Refund Policy
Summary
An e-vignette is a digital product linked to your license plate. Once the vignette is activated in the operator's system, it cannot be cancelled or refunded because it has already been issued. This is a limitation of the national toll operators, not ours.
When a refund is possible
A full refund may be granted in the following cases:
- Before activation. If the vignette has not yet been purchased from the operator (we are processing your order), you can cancel with a full refund. Contact us as soon as possible â typically you have about 30 minutes before we submit to the operator.
- Operator-side error. If the vignette could not be issued due to an operator system error or rejected plate, we refund the full amount.
- Duplicate charge. Accidental duplicate orders for the same plate and period are refunded minus any operator fees that cannot be recovered.
When a refund is not possible
- The vignette has already been activated at the operator. National operators do not reverse active vignettes.
- The customer submitted an incorrect plate, wrong country or wrong dates. The vignette was issued exactly as requested.
- The customer's trip was cancelled after the vignette started being valid.
- A fine was received despite a valid vignette (contest the fine with the issuing authority).
How to request a refund
- Contact our support through the website contact form.
- Include your order number (format HW-XXXXXX) and a brief explanation.
- We respond within 2 business days.
Processing time
Approved refunds are returned to the original payment method. Depending on your bank it may take 3 to 10 business days to appear on your statement.
EU consumer rights
Under EU consumer law you have a 14-day right of withdrawal for most online purchases. However, digital content that has been activated at your explicit request waives this right (Directive 2011/83/EU, Article 16(m)). By confirming the order you consent to immediate activation and acknowledge the loss of the withdrawal right.