Refund policy

A vignette is registered to your licence plate at the moment we buy it, and operators do not allow it to be cancelled, transferred to another vehicle or refunded afterwards. We do not get the official fee back either. By ordering, you ask us to buy immediately and you accept that your right of withdrawal ends once the vignette has been registered.

We refund the full amount you paid, including our service fee, when:

• We cannot arrange the vignette, whatever the reason.
• The operator rejects the details you gave and we cannot complete the purchase.
• The operator's official fee has gone up since you ordered. We do not buy at the higher price; we tell you and refund you.
• We decline your order.
• You cancel before we have bought the vignette. Contact us the moment you change your mind; if the purchase has not been made yet, we cancel the order and refund you.
• We registered details different from the ones you confirmed at checkout. In that case we buy a correct vignette at our cost or refund you in full.
• You were charged more than once for the same order.

Once the vignette has been bought and registered, we cannot refund it. That includes these situations:

• You entered a wrong or mistyped licence plate, the wrong country of registration, the wrong vehicle category or the wrong start date.
• You chose a different duration than you needed.
• Your plans changed, you did not travel, or you sold the vehicle.
• You already had a valid vignette for the same vehicle and period.
• You received a fine. Fines are a matter between the driver and the enforcement authority.
• The operator's official fee was lower on the day we bought than the fee shown at checkout.

Because a mistake usually cannot be refunded, checkout asks you to confirm the licence plate, country of registration and vehicle category before payment. Please check them character by character. If you spot an error after paying, email us immediately: if we have not yet bought the vignette, we correct it or cancel the order in full.

Refunds go back to the payment method you used, through our payment provider. They usually appear within 5 to 10 business days, depending on your bank. Your order page shows the order as refunded once the refund has been issued.

Email support@toll.one with the order reference shown at the top of your order page and tell us what happened. We aim to respond within one business day.

Please contact us before asking your bank to reverse a payment. A chargeback on a vignette we have already bought does not undo the registration, and we will contest it with the order record.