Refunds & Withdrawal

This Refunds & Withdrawal Policy explains your cancellation and refund rights when you purchase from VignPass (operated by CIURENIS IT LTD, Company No. 16763272, 4 Wye Close, Aylesbury, HP21 9NH, United Kingdom). It forms part of our Terms & Conditions. Because we sell two very different types of product — digital e-vignettes and a physical Toll Box — there are two distinct refund regimes. Please identify which product you bought and read the relevant section.

1. Summary

2. Regime A — Digital E-Vignettes (No Refund After Activation)

2.1 Why the right of withdrawal does not apply

E-vignettes are digital content not supplied on a tangible medium. To issue your vignette, registration/activation with the relevant authority must begin immediately. Under Directive 2011/83/EU, Article 16(m) and the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (reg. 37), the statutory 14-day right of withdrawal is lost once performance has begun with the consumer’s prior express consent and acknowledgement that the right is thereby lost.

2.2 The mandatory checkbox

Before you can pay for an e-vignette, you must tick a required checkbox confirming that you:

• expressly request immediate activation/processing; and
• acknowledge that you will lose your right of withdrawal and that the purchase becomes non-refundable once activation begins.

Without this consent the vignette cannot be issued.

2.3 What this means in practice

Once an e-vignette has been activated or submitted to the authority for registration, it cannot be cancelled or refunded. This includes situations where:

• you no longer need the vignette or change your travel plans;
• you entered an incorrect number plate or other incorrect vehicle data (you are responsible for accuracy — see Terms, Section 7);
• you selected the wrong country, validity period or start date; or
• you changed your mind.

2.4 Limited exceptions

We will refund the full amount only where the e-vignette could not be issued at all due to a fault on our side or the authority’s side (for example, a technical failure meaning no valid vignette was ever activated). In such cases the official cost and the service fee are both refunded. Where a valid vignette was issued as ordered, no refund is due.

3. Regime B — Physical Toll Box (14-Day Right of Withdrawal)

3.1 Your statutory right

For the physical Toll Box you have a full statutory right to withdraw within 14 days under Directive 2011/83/EU and the UK Consumer Contracts Regulations 2013, without giving any reason. The 14-day period runs from the day you (or a person you nominate, other than the carrier) take physical possession of the device.

3.2 Conditions for a full refund

To receive a full refund, the device must be:

• unused — no toll transaction has been recorded against it and it has not been activated; and
• returned complete — including all packaging, mounting accessories, cabling and documentation, in resaleable condition.

3.3 Reductions

If the device shows signs of use beyond what is necessary to establish its nature and functioning, or is returned incomplete or damaged through misuse, we may reduce the refund to reflect the diminished value, or decline it, as permitted by law. If any toll transactions have been charged through the device, those toll amounts are not refundable.

4. How to Request a Refund or Withdraw

1. Contact us at support@vignpass.eu within the applicable period, quoting your order number and the product concerned. For the Toll Box you may use any clear statement of your decision to withdraw; a model withdrawal form is available on request.
2. For the Toll Box: we will confirm the return address and any return reference. Return the device, complete and unused, without undue delay and in any event within 14 days of telling us you wish to withdraw. You bear the direct cost of returning the device unless we state otherwise. We recommend a tracked return service; you are responsible for the device until we receive it.
3. We process the refund to the same payment method you used, via our PCI-DSS certified payment service provider.

5. Refund Timing

• Toll Box withdrawals: we refund within 14 days of either receiving the returned device or receiving evidence that you have sent it back, whichever is earlier, subject to Section 3.
• Eligible e-vignette refunds (Section 2.4): processed within 14 days of our confirming eligibility.

The time for the refund to appear on your statement depends on your bank or card issuer and is outside our control.

6. What Is and Is Not Refundable — At a Glance

Not refundable:

• an e-vignette that has been activated or submitted for registration (regardless of unused validity, wrong plate, or change of mind);
• toll charges already incurred through a Toll Box;
• the cost of using a device that has been used.

Refundable:

• an e-vignette that was never validly issued due to our or the authority’s fault;
• an unused Toll Box returned complete within 14 days.

7. Your Mandatory Consumer Rights

Nothing in this policy limits your non-excludable statutory rights, including rights in respect of products that are faulty, not as described, or not fit for purpose. These rights are in addition to the withdrawal rights described above.

8. Contact

CIURENIS IT LTD — VignPass Email: support@vignpass.eu Registered office: 4 Wye Close, Aylesbury, HP21 9NH, United Kingdom