Refund Policy
Last updated: 01/05/2026
1. Purpose
This Refund Policy explains the conditions under which an order placed on EVIGNETTE may be cancelled, fully refunded, partially refunded or refused.
EVIGNETTE is a private purchase assistance service. The price paid by the customer includes the price of the vignette or selected product and the EVIGNETTE service fees. The refund depends on the status of the order, the costs already incurred, the processing already carried out and the rules imposed by the relevant country, authority, operator or national platform.
2. General Principle
The customer may request the cancellation or refund of an order by contacting EVIGNETTE at the following address: support@evignette.co. The request must indicate the order number, the country concerned, the registration plate number and the reason for the request.
EVIGNETTE reviews each request according to the actual status of the order at the time the request is received.
| Price component | Possible treatment in case of refund |
|---|---|
| Vignette price | Refundable if the product has not yet been purchased or submitted, or if the national platform accepts the cancellation. |
| EVIGNETTE service fees | Fully or partially refundable depending on the level of processing already carried out and the mandatory rights applicable to the customer. |
| Total price | A full refund is possible only where the order has not yet been processed and no non-recoverable cost has been incurred. |
3. Order Statuses and Consequences
The following rules indicate the usual treatment of refunds. They may be adapted where applicable law requires a different solution or where the relevant national platform applies specific rules.
| Status at the time of the request | Refund rule |
|---|---|
| Order paid, not yet handled | Full refund of the price paid possible. |
| Order under verification, not submitted to a national platform | Full or partial refund possible. Service fees may be adjusted according to the work already carried out, subject to the customer's mandatory rights. |
| Order awaiting customer correction | Refund possible if no submission or purchase has yet been made. |
| Order submitted to a national platform | Limited refund. EVIGNETTE checks whether cancellation is still possible according to the rules of the country or relevant platform. |
| Vignette purchased, issued or activated | Refund generally impossible, unless the error is attributable to EVIGNETTE or the national platform expressly accepts the possibility. |
| Order impossible to process | Refund of the amount corresponding to the product not obtained, and refund of the service fees if the impossibility is not related to an error or omission by the customer, who must be able to prove this factually. |
| Error attributable to the customer | Refund limited or impossible if the error has led to the purchase or issuance of a non-cancellable product. |
4. Right of Withdrawal and Immediate Processing
Where a right of withdrawal applies to the consumer customer, the customer has, in principle, a statutory period of 14 days to withdraw, subject to the exceptions provided by applicable law.
However, the customer may ask EVIGNETTE to start the assistance service immediately after payment. In this case, EVIGNETTE may begin processing the order without waiting for the end of the withdrawal period. If the service has been fully performed, in particular if the vignette has already been purchased, submitted, issued or activated with the relevant national platform, the right of withdrawal may be lost or limited in accordance with applicable law.
If the customer cancels after processing has begun but before the service has been fully performed, EVIGNETTE may deduct the fees corresponding to the work already carried out and the costs reasonably incurred, subject to the mandatory rights applicable to the customer.
5. Registration Plate, Country or Vehicle Error
The customer must carefully check the information entered before payment. An error in the registration plate number, country of registration, vehicle category, start date or duration may make the product unusable.
Where the error comes from the information validated by the customer, EVIGNETTE cannot guarantee any correction, cancellation or refund after submission or purchase of the product. Where correction is still possible with the relevant national platform, EVIGNETTE may assist the customer with the procedure according to the applicable conditions.
Where the error is attributable to EVIGNETTE during processing, EVIGNETTE offers a correction free of charge where possible.
6. Country-Specific Rules
The possibilities for cancellation, correction or refund vary depending on the countries, products and national platforms. Certain products may be immediately valid, activated on a chosen date, subject to a specific period or non-modifiable after issuance.
7. Refund Timeframes
Where a refund is accepted, EVIGNETTE processes it within a reasonable period via the payment method used for the order, unless technically impossible or otherwise agreed with the customer. The time it takes for the funds to appear in the customer's account then depends on the bank, payment service provider or payment method used.
8. EVIGNETTE Service Fees
Where the order has been paid but the assistance service has not yet started, the customer may request cancellation of the order. Where this request is made under an applicable right of withdrawal or before any operational processing, EVIGNETTE refunds the amounts paid, subject to the applicable mandatory rights and any legally justified non-recoverable fees. In this case, the vignette or relevant national product will not be ordered from the national platform.
9. Refusal of Refund
EVIGNETTE may refuse a refund where the order has been correctly processed according to the information validated by the customer, where the product has been purchased or issued and the national platform does not allow cancellation, where the customer provided incorrect or incomplete information, or where the request concerns a situation that is not due to an error by EVIGNETTE.
This refusal does not deprive the customer of the mandatory rights they have under applicable legislation.
10. Contact
Any refund request must be sent to: support@evignette.co. To allow fast processing, the customer must specify their order number, the country concerned, the registration plate number, the product ordered and the reason for the request.