Refund Policy

Short version

• Not yet activated & start date ≥ 24h away: full refund minus the service fee — or full refund including the service fee if Flex Travel was added to your order.
• Not yet activated but start date < 24h away: no refund, but you may still edit the plate or shift the date until the 24-hour cut-off.
• Already activated: no refund. This is a rule set by the national toll authorities, not by MrVignette.
• Vehicle already has a valid vignette: automatic full refund — we cannot register a second vignette for the same plate and period.
• Duplicate order or clear technical error on our side: full refund, always.

1. Before activation

If your vignette has not yet been activated and the earliest selected start date is at least 24 hours in the future, you can request a refund. The standard refund covers the official vignette fee and applicable VAT. Our service fee is non-refundable in this case because the registration work is prepared as soon as the order is placed.

2. With Flex Travel

Flex Travel can be added at checkout whenever your start date is more than 24 hours away. With Flex Travel you can change your travel dates or cancel the order free of charge at any time up until 24 hours before the vignette becomes valid (00:00 local time in the destination country) — a cancellation is then refunded in full, including our service fee. You can do this yourself directly from your order page; no email is required. Once you are inside the 24-hour window the vignette is sent for registration and can no longer be changed or refunded.

Example: how the 24-hour rule works

You buy a Czech vignette on Monday at 14:00 and select Wednesday as your start date. The vignette becomes valid at 00:00 Wednesday, local Czech time. The 24-hour cut-off is therefore 00:00 Tuesday.

• Cancel before 00:00 Tuesday: full refund, including our service fee — the money goes back to your original payment method.
• Cancel after 00:00 Tuesday: the vignette has already been sent for registration and can no longer be cancelled or refunded.

This is why Flex Travel is only available at checkout when your selected start date is at least 24 hours in the future.

What counts as the "time of cancellation"?

The moment that counts is when your cancellation is registered in our system — that is, when you press the confirm button in the "Manage order" area on your order page. It is not the time you opened the page, started filling in the form, or sent us an email. Emails and phone calls are never the deciding timestamp, so always cancel through your order page.

The deadline itself is measured against 00:00 local time in the destination country on your earliest selected start date, minus 24 hours. Your own time zone does not change the deadline.

Is the service fee always included in a full refund?

No — it depends on which refund applies:

• Flex Travel cancellation in time: full refund including our service fee and any VAT. The Flex Travel fee itself is not refunded, since that is what the flexibility cost.
• Vehicle already has a valid vignette: full refund including our service fee.
• Duplicate order or technical error on our side: full refund including our service fee.
• Standard cancellation without Flex Travel (start date ≥ 24h away): refund of the official vignette fee and VAT, excluding our service fee.
• Already activated vignette: no refund at all.

3. After activation

Once the national authority has activated your vignette, the registration cannot be reversed and no refund is possible. This applies even if you did not actually drive on the motorway — the vignette exists and is valid.

3a. Vehicle already covered by a valid vignette

When we submit your order and the authority's register shows that your plate already holds a valid vignette covering the same period in that country, a second vignette cannot be issued. In that case we cancel the order and refund it in full automatically — you do not need to contact us. You will receive an email confirming the refund together with the validity dates of your existing vignette, and the money is returned to your original payment method within 5–10 business days.

Example: automatic refund for an already-covered vehicle

You order a 10-day Austrian vignette on Friday at 09:00 for start date Monday, without knowing that your car already has an Austrian vignette valid 1 June – 30 June.

• Friday 09:00 — you pay and receive the normal order confirmation.
• Friday 09:20 — we submit the registration and the authority's register returns an active vignette for your plate covering the same period.
• Friday 09:20 (same moment) — the order is cancelled and the full refund, including our service fee, is registered in our system. This is the official cancellation time — no action is needed from you.
• Friday, within a few minutes — Stripe initiates the refund to the card you paid with, and you receive an email stating "Current active vignette: 01-06-26 to 30-06-26".
• Within 5–10 business days — the amount appears on your card or bank statement. Most banks show it in 2–5 business days; some card issuers only display it on your next statement.

Your existing vignette remains valid and unaffected — you can drive as planned.

3b. What happens next?

Whether you cancel yourself through Flex Travel or our system triggers an automatic refund because your vehicle is already covered, the payout process is the same:

1. Refund is processed immediately in our system and a confirmation email is sent to you.
2. Stripe initiates the refund to your original payment method within a few minutes.
3. Your bank or card issuer completes the refund within 5–10 business days, depending on the payment method and country.

If you do not see the money after 10 business days, check with your bank first, then contact us at hello@mrvignette.com with your order reference.

4. Incorrect data submitted by the user

If you notice a typo in the license plate, wrong country of registration, or wrong vehicle category, contact us within 24 hours of purchase and before the start date. We will attempt to correct the registration with the authority. In many cases this is possible free of charge; in some countries the authority charges a correction fee that we will pass on at cost. Refunds cannot be issued once a vignette has been activated with the incorrect data.

5. Duplicate orders

If you accidentally paid twice for the same vehicle, country and period, we will refund the duplicate in full — including the service fee — as soon as we identify it. Just email us the two order references.

6. Payment failures & technical errors

If a payment was captured but the vignette could not be registered by the authority within 24 hours, and we cannot resolve the issue with the authority, we will refund the order in full automatically.

7. Chargebacks

Please contact us before filing a chargeback with your bank. Almost every case can be resolved by email within an hour, and a chargeback filed on an already-activated vignette will typically be disputed, since the service was fully delivered.

8. How to request a refund

Email hello@mrvignette.com from the address you used at checkout, with:

• your order reference (format MRV-XXXXXX),
• a short explanation of the reason,
• your license plate for verification.

We respond within one hour on average, 24/7. Approved refunds are issued to the original payment method within 5–10 business days depending on your bank.

9. Statutory rights

Nothing in this policy limits your mandatory consumer rights under the law of your country of residence.