Refund Policy

1. Overview

At EasyRoadCH, we strive to provide excellent service and customer satisfaction. This Refund Policy outlines the circumstances under which refunds may be issued for vignette purchases. Please read this policy carefully before completing your order.

2. General Refund Conditions

Due to the nature of digital vignettes and their immediate registration with national highway authorities, refunds are subject to specific conditions and timing requirements. Each vignette purchase is unique, and refund eligibility depends on several factors including:

• The activation status of your vignette
• The time elapsed since purchase
• Country-specific regulations and restrictions
• Whether the vignette has been used or registered with authorities
• The reason for the refund request

3. Refund Eligibility

3.1 Pre-Activation Cancellations

Eligible for Refund: If you request a cancellation before your vignette becomes active, you may be eligible for a refund subject to the following conditions:

• Request must be submitted at least 48 hours before activation date
• Vignette must not have been registered with highway authorities
• Processing fee of €5.00 will be deducted from the refund amount
• Request must be made in writing via email to [email protected]

3.2 Active Vignettes

Generally Not Refundable: Once a vignette becomes active (registration is complete with authorities), it is generally non-refundable. This is because:

• The vignette is registered in official government databases
• Your vehicle is authorized to use toll roads from the activation date
• National authorities do not typically allow cancellation of active vignettes
• Our service has been fully rendered at the point of activation

3.3 Incorrect Information

Customer Error - Not Refundable: If you provided incorrect vehicle information (wrong license plate, incorrect vehicle category, etc.), the vignette cannot be refunded. You are responsible for:

• Verifying all information before completing your order
• Double-checking license plate numbers
• Ensuring correct vehicle category selection
• Confirming travel dates and countries

In cases of minor errors that can be corrected before activation, we may be able to amend the registration. Contact our support team immediately if you notice an error.

3.4 Technical Issues

Service Error - Full Refund: If a technical issue on our end prevents proper vignette registration or activation, we will provide a full refund or replacement vignette at no additional cost. This includes:

• Payment processed but vignette not registered
• Incorrect registration due to system error
• Failure to receive confirmation email due to our technical fault
• Database synchronization failures on our platform

4. Country-Specific Refund Rules

4.1 Austria

Austrian e-vignettes can be cancelled up to 18 days after purchase (before activation). Refund requests must be submitted before the vignette becomes valid. Processing fee applies.

4.2 Switzerland

Swiss vignettes are valid immediately upon registration. Cancellations are only possible within 24 hours of purchase and before any motorway usage. Processing fee applies.

4.3 Slovenia

Slovenian e-vignettes can be cancelled before the start date specified at purchase. Once active, they are non-refundable.

4.4 Other Countries

For Czech Republic, Slovakia, Hungary, Bulgaria, and Romania, cancellation policies vary. Contact our support team for specific country regulations.

5. Refund Request Process

Step 1: Submit Request

Email your refund request to [email protected] with:

• Order confirmation number
• Vehicle registration number
• Reason for cancellation
• Original payment method details

Step 2: Review

Our team will review your request within 2 business days and verify:

• Vignette activation status
• Eligibility according to this policy
• Country-specific regulations
• Whether the vignette has been used

Step 3: Decision

You will receive an email notification with:

• Approval or denial of refund request
• Detailed explanation of the decision
• Refund amount (if applicable)
• Expected processing timeline

Step 4: Processing

Approved refunds are processed within 5-10 business days to your original payment method. Bank processing times may vary.

6. Partial Refunds

Partial refunds are not available. You cannot receive a prorated refund for unused days of a vignette. For example:

• If you purchase a 10-day vignette but only use 5 days, no refund is available for the unused days
• Annual vignettes cannot be refunded if you stop using the highways mid-year
• Multi-country purchases cannot be partially refunded for unused countries

7. Processing Fees

When refunds are approved, the following fees apply:

• Cancellation Fee: €5.00 per vignette
• Payment Processing Fee: 2.5% of the transaction amount (charged by payment processors)
• Minimum Fee: €3.00

These fees cover administrative costs and payment processing charges that cannot be recovered.

8. Exceptions and Special Circumstances

8.1 Medical Emergencies

In cases of serious medical emergencies that prevent travel, we may consider refund requests on a case-by-case basis. Documentation from a medical professional may be required.

8.2 Force Majeure

In exceptional circumstances such as natural disasters, pandemic travel restrictions, or other force majeure events that prevent highway usage, we will work with customers to find appropriate solutions, which may include:

• Extending vignette validity dates
• Transferring to alternative travel dates
• Partial refunds where permitted by authorities

8.3 Government Policy Changes

If governments change vignette requirements or abolish vignette systems after your purchase but before activation, we will provide full refunds.

9. Non-Refundable Scenarios

The following situations are explicitly non-refundable:

• Change of travel plans after vignette activation
• Decision not to use purchased vignette
• Fines received from authorities for vignette violations
• Dissatisfaction with vignette prices or system requirements
• Purchase of wrong duration (10 days instead of annual, etc.)
• Duplicate purchases made in error
• Vehicle sold or changed after vignette purchase

10. Chargebacks and Disputes

If you dispute a charge with your payment provider (chargeback) before contacting us:

• Your vignette may be immediately deactivated
• You may be liable for fines if found using highways without valid vignette
• Future orders may be restricted
• You may be subject to administrative fees

We strongly encourage contacting our support team before initiating chargebacks to resolve any issues.

11. Amendment Rights

EasyRoadCH reserves the right to:

• Modify this Refund Policy at any time
• Evaluate refund requests on a case-by-case basis
• Deny refunds that do not meet policy criteria
• Update policies to comply with changing government regulations

Changes to this policy will be posted on our website with an updated "Last Modified" date.

12. Contact for Refund Requests

To request a refund or for questions about this policy:

Response Time: We aim to respond to all refund requests within 2 business days. Complex cases may require additional time for review.