General Terms and Conditions — Vignettebulgaria.com

Article 1 — Definitions

Article 2 — Who We Are

Article 3 — Applicability

1. These terms apply to every offer we make and every contract between you and us.
2. These terms are available on our website before you complete a purchase. You can save or print them at any time.
3. These terms apply to all customers, including consumers as defined in Book 6, Article 230g, of the Dutch Civil Code.

Article 4 — The Agreement

1. The agreement is concluded when you accept our offer (complete checkout) and meet the conditions (provide valid details and payment).
2. We will immediately confirm your order electronically.
3. We use appropriate security measures for electronic payments and data transmission.
4. With your order confirmation, we provide:
   • Our contact details for questions or complaints
   • Information about your right of withdrawal
   • The total price, including VAT where applicable
   • The withdrawal form 

Article 5 — Your Right of Withdrawal (Consumers)

1. You may cancel within 14 days without giving a reason.
2. The 14-day period starts the day after you complete your purchase.
3. However, when you purchase an e-vignette, you expressly request that we register it immediately. By completing checkout, you acknowledge that:
   • You want the service performed immediately
   • Once your e-vignette is registered in the Bulgarian NTA system, the service is complete
   • You waive your right of withdrawal once registration is complete
4. This is because a registered e-vignette cannot be returned, cancelled, or modified. It is linked to your licence plate in the Bulgarian national toll database and cannot be reassigned, date-shifted, or refunded by us or by the NTA.

Article 6 — How to Withdraw

1. To withdraw, contact us via the Help Centre or use the withdrawal form below.
2. You must notify us within the 14-day cooling-off period.
3. Withdrawal is only possible before your e-vignette has been activated in the NTA system.

Note: By requesting immediate performance of the service (direct registration), you acknowledge that you lose your right of withdrawal once the e-vignette is active.

Article 8 — When Withdrawal Is Not Possible

1. You cannot withdraw after the service is fully completed if:
   • You expressly requested immediate performance (registration of your e-vignette)
   • You acknowledged that you waive your withdrawal right once registration is complete
2. Both conditions are confirmed during checkout.

In addition, under Bulgarian enforcement rules, an activated e-vignette is non-transferable and non-refundable. This applies regardless of whether your planned trip takes place, whether you sell or change the registered vehicle, or whether you later discover a different validity type would have suited you better. Please double-check your vignette type, start date, licence plate, and country of registration before you confirm payment.

Article 9 — Prices

1. Our prices include:
   • The official Bulgarian e-vignette toll fee (as set by the NTA at bgtoll.bg)
   • Our service fee for registration and support
2. VAT. The official Bulgarian e-vignette fee is not eligible for VAT reverse charge and VAT on the vignette itself cannot be reclaimed. Our service fee carries 21% Dutch VAT, which EU-registered business customers may reverse. Both amounts are shown separately on your invoice.
3. The total price is shown before you pay—no hidden fees.

Article 11 — Delivery

1. We register your e-vignette in the Bulgarian NTA system as quickly as possible — typically within minutes.
2. You will receive:
   • A confirmation screen immediately after payment
   • An email with your order details
   • A second email with your PDF confirmation once registration is complete
3. Your e-vignette is valid from the start date you selected.

Article 12 — Payment

1. Payment is due immediately at checkout.
2. You must ensure the details you provide (licence plate, country of registration, vignette type, start date, email) are accurate.
3. Corrections are only possible before your e-vignette has been activated in the NTA system. Once active, no changes are possible — not to the plate, not to the country of registration, not to the validity dates. If you spot an error between checkout and activation, contact us immediately via the Help Centre.

Article 14 — Complaints

1. Complaints should be submitted via our Help Centre at support.Vignettebulgaria.com.
2. Describe your complaint clearly and include your order number.
3. We will respond within 14 days. If we need more time, we'll let you know.
4. EU Online Dispute Resolution. If you're an EU consumer and we can't resolve your complaint, you can use the European Commission's ODR platform at https://ec.europa.eu/consumers/odr 

Article 15 — Liability

1. Our liability is limited to damages directly caused by our failure to properly register your e-vignette in the NTA system, and is further limited to the compensatory fee guarantee set out in Article 10.
2. We are not party to the toll contract. The legal relationship for use of Bulgarian paid roads exists between you and the Bulgarian NTA. We facilitate registration; we do not operate the toll system, set the prices, enforce the rules, or issue or contest penalties.
3. We are not liable for:
   • Errors caused by incorrect information you provided
   • Issues with the Bulgarian toll system, ANPR camera network, or NTA portal that are outside our control
   • Compensatory fees, administrative penalties, or criminal fines issued for driving without a valid e-vignette, for driving outside a purchased validity period, for unpaid bridge or ferry fees, or for any other enforcement matter not caused by a registration error on our part
   • Fines, fees, or legal costs relating to vehicles over 3.5 tonnes, which use the separate Bulgarian distance-based TOLL system and are not covered by an e-vignette
   • Indirect or consequential damages of any kind, including but not limited to missed travel, lost earnings, rebooked accommodation, or alternative transport costs.

Our aggregate liability for direct damages arising out of or in connection with any order is in any event capped at five (5) times the service fee paid by you for the order in question.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for any other liability that cannot be limited or excluded under applicable law.

Article 16 — Privacy

We process your personal data in accordance with our Privacy Policy, available at the Privacy Policy page. We comply with GDPR, keep your data within the EU, and do not sell your data.

Article 17 — Applicable Law

1. These terms are governed by Dutch law.
2. If you are a consumer resident in another EU country, you also benefit from any mandatory consumer protection laws of your country.

Article 18 — Severability

If any provision of these terms is held to be invalid or unenforceable by a competent court, the remaining provisions shall continue in full force and effect, and the invalid provision shall be replaced by a valid provision that most closely reflects the original commercial intent.