Refund Policy

Last updated: January 1, 2023

1. Introduction

At Autobahnen, we strive to provide high-quality highway services. This Refund Policy outlines our procedures regarding refunds for our various services. By using our services, you agree to the terms of this Refund Policy.

2. Electronic Toll Collection Services

2.1 Subscription Fees

Subscription fees for our electronic toll collection services are generally non-refundable once the service period has begun. However, we may consider partial refunds in the following circumstances:

  • Technical failure of our on-board unit that prevents proper service delivery, provided that the failure is not caused by user mishandling or damage.
  • Documented service unavailability in regions where coverage was explicitly promised.
  • Subscription cancellation within 14 days of initial purchase, provided the service has not been used (cooling-off period).

2.2 Toll Transaction Errors

If you believe you have been incorrectly charged for a toll transaction, please submit a claim through your account dashboard or contact our customer service within 30 days of the transaction. Your claim should include:

  • Transaction date and time
  • Location of toll gate/section
  • Vehicle registration number
  • Reason for dispute
  • Supporting documentation (if available)

We will investigate all claims and issue refunds for verified errors within 14 business days.

3. Digital Vignettes

3.1 Cancellation Before Activation

Digital vignettes that have not yet been activated may be cancelled for a full refund minus an administrative fee of €5.00. Cancellation must be requested at least 24 hours before the scheduled activation date.

3.2 Cancellation After Activation

Once a digital vignette has been activated, it is generally non-refundable. However, exceptions may be made in the following cases:

  • Incorrect vehicle registration information was provided due to a technical error on our part.
  • The vignette was purchased for a country or time period where it was not required (with verification).
  • Double purchase of the same vignette for the same vehicle and time period (refund for one purchase only).

4. Route Planning Services

Route planning services are generally non-refundable once the service has been provided. However, if you experience significant technical issues that prevent the proper functioning of our route planning tools, please contact our customer service within 7 days for assistance or potential partial refund.

5. Fleet Solutions

For our business customers with fleet solutions, refund policies are governed by the specific terms of your service contract. Please refer to your contract or contact your account manager for details.

6. Refund Process

To request a refund:

  1. Log in to your account dashboard and navigate to the "Transactions" section.
  2. Select the transaction for which you are requesting a refund.
  3. Click on "Request Refund" and complete the form with all required information.
  4. Submit your request.

Alternatively, you can contact our customer service team at info@autobahnen.shop or call +49 30 12345678.

6.1 Processing Time

Refund requests are typically processed within 5-7 business days. Once approved, the refund will be issued to the original payment method used for the purchase. Depending on your payment provider, it may take an additional 3-10 business days for the refund to appear in your account.

6.2 Documentation

We may request additional documentation to process your refund request, such as:

  • Proof of purchase
  • Vehicle registration documents
  • Evidence of technical malfunction
  • Travel itinerary changes (for digital vignette cancellations)

7. Exceptions

We reserve the right to deny refund requests in cases of:

  • Fraudulent activity or misuse of services
  • Violation of our Terms of Service
  • Requests made outside the specified timeframes
  • User error in purchasing or using our services
  • Force majeure events beyond our reasonable control

8. Changes to This Policy

We may update our Refund Policy from time to time. We will notify you of any changes by posting the new Refund Policy on this page and updating the "Last updated" date.

You are advised to review this Refund Policy periodically for any changes. Changes to this Refund Policy are effective when they are posted on this page.

9. Contact Us

If you have any questions about this Refund Policy, please contact us:

By email: info@autobahnen.shop

By phone: +49 30 12345678

By mail: Autobahnenplatz 15, 10115 Berlin, Germany