Refund & Right of Withdrawal Policy
Quick Summary
You have a 14-day right of withdrawal on all orders, as required by EU and Dutch consumer law. If your e-vignette hasn’t been activated yet, you can cancel and get a full refund. Once an e-vignette is activated and its validity period has started, the right of withdrawal no longer applies. This is because the digital service has been fully performed.
Who This Policy Applies To
This refund and withdrawal policy applies to consumers within the meaning of EU Directive 2011/83/EU and Article 6:230g of the Dutch Civil Code (Burgerlijk Wetboek). A consumer is any natural person acting for purposes outside their trade, business, craft, or profession. In simple terms: if you’re buying an e-vignette for personal travel, this policy applies to you.
If you’re a business customer (VAT-registered company, fleet, haulier), you’re covered by our General Terms and Conditions rather than this policy.
What We Do
Vignettebulgaria.com purchases and registers Bulgaria e-vignettes on behalf of our customers. We act as a third-party service that complements the official Bulgarian National Toll Administration (NTA) portal at bgtoll.bg. We make the process easier for customers by providing multilingual support, multi-currency payment options, and a smoother checkout experience.
When you place an order, you pay the official e-vignette price set by the NTA plus our service fee. The service fee covers things like customer support in 22 languages, our fine guarantee if we make a registration error, and the work of registering your vignette correctly in the official Bulgarian toll system.
Your Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with EU Directive 2011/83/EU on consumer rights, as implemented in Dutch law under Articles 6:230o–230z of the Dutch Civil Code, you have the right to withdraw from this contract within fourteen (14) days without giving any reason.
When the withdrawal period starts
The 14-day withdrawal period begins on the day the contract is concluded. That’s the day you complete your order and receive your order confirmation.
When the right of withdrawal no longer applies
This is important:
Your right of withdrawal expires as soon as your e-vignette is activated and its validity period has begun. By completing your purchase and requesting immediate activation of the e-vignette, you expressly consent to the commencement of the digital service before the withdrawal period has expired, and you acknowledge that you will lose your right of withdrawal once the service has been fully performed.
Legal basis. This exception is in accordance with Article 16(a) of EU Directive 2011/83/EU and Article 6:230p(1)(d) of the Dutch Civil Code, which provide that the right of withdrawal does not apply to service contracts after the service has been fully performed, provided that performance began with the consumer’s prior express consent and the consumer acknowledged losing the right of withdrawal.
Simply put: you ask us to perform our service right away (purchasing and registering your e-vignette). Because of this, you acknowledge that you’ll lose the right to withdraw once the e-vignette becomes active. This follows EU and Dutch law, which makes a specific exception for digital services that are fully performed with your consent.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision by means of a clear, unequivocal statement. You can do this in two ways:
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By email:
support@vignettebulgaria.com
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Via our Help Centre:
As long as you contact us before the 14-day period ends, your request to withdraw is valid.
Please include the following information so we can process your request quickly:
- Your full name
- Your order number or confirmation number
- The licence plate number associated with the e-vignette
- The date of your order
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A clear statement that you wish to withdraw from the contract
You can also use the sample withdrawal form in Section 7 below—but you don’t have to.
Consequences of Withdrawal
If you withdraw within 14 days and your e-vignette hasn’t been activated, we’ll refund your payment, subject to the deductions set out in our General Terms and Conditions (Article 7). In summary:
- We refund the official e-vignette price and our service fee to your original payment method.
- We may deduct non-refundable payment processing fees charged by our payment providers (typically 1.5–3% depending on payment method).
- We may deduct non-refundable currency conversion fees where you paid in a currency other than EUR.
- We will confirm the exact refund amount with you before processing so there are no surprises.
Timeline. Refunds are processed without undue delay and no later than fourteen (14) days after we receive your withdrawal notice. In practice:
- PayPal refunds typically arrive within 24 hours.
- Mollie refunds (card, iDEAL, Bancontact, and other European methods) typically take 2 business days.
Most refunds complete within 5–7 business days end-to-end.
We will use the same payment method you used for the original transaction unless you expressly agree otherwise.
No additional fees. You will not incur any fees from us as a result of exercising your right of withdrawal—only the payment-provider costs described above, which we do not mark up.
Unauthorised Chargebacks
If something isn’t right, please contact us directly before initiating a chargeback or payment dispute. Most of the time, we can fix things more quickly through our Help Centre than through your bank or card provider.
If you start an unauthorised chargeback—a payment dispute filed without first contacting us, or without a valid legal basis under consumer law—your payment provider may charge dispute fees. We reserve the right to recover these fees where the chargeback is subsequently found to be unjustified.
Sample Withdrawal Form
You don’t have to use this form, but you can if you like. Simply complete it and send it to us by email or post.
SAMPLE WITHDRAWAL FORM
To: Vignettebulgaria.com, Maut & Vignette B.V., Utrechtseweg 1-G, 3811 NA Amersfoort, the Netherlands
Email: support@vignettebulgaria.com
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract for the following service:
Service: Bulgaria e-vignette (digital motorway vignette)
Order number:
_______________________
Licence plate number:
_______________________
Ordered on / received confirmation on
_______________________
Name of consumer(s):
_______________________
Address of consumer(s):
_______________________
Signature (only if sent by post)
_______________________
Date:
_______________________
(*) Delete as appropriate.
Governing Law and Dispute Resolution
Governing law. This policy and any disputes arising from it are governed by the laws of the Netherlands, without prejudice to any mandatory consumer protection provisions of the country in which you reside.
EU Online Dispute Resolution. If you’re an EU consumer and we’re unable to resolve your complaint directly, you may submit your dispute to the European Commission’s Online Dispute Resolution (ODR) platform at https://ec.europa.eu/consumers/odr.
Other authorities. You may also contact the Netherlands Authority for Consumers and Markets (ACM) or the European Consumer Centre (ECC) in your country for independent guidance on your consumer rights.
Vignettebulgaria.com is operated by Maut & Vignette B.V., registered in the Netherlands at Utrechtseweg 1-G, 3811 NA Amersfoort. Chamber of Commerce (KvK) number 85804363. VAT number NL863747814B01.
Need help?
Our customer support team is here to help you understand your rights and process your refund requests.