💰 Refund Policy

1. Introduction

This Refund Policy explains refunds for the VignetteGO manual intermediary service and for official e-vignette charges. It applies subject to the relevant toll operator's rules and mandatory consumer law.

VignetteGO is owned and operated by KarmaPower, s.r.o.

2. Nature of the service and official vignette

VignetteGO provides a human-performed intermediary service. After payment, a specialist manually purchases the selected e-vignette on the customer's behalf through the relevant verified official portal or authorised channel. Payment alone is not activation. The official vignette becomes effective only after official registration and from the validity shown in its confirmation.

2a. Right of withdrawal

If you are a consumer and no statutory exception applies, you have 14 days from the conclusion of the service contract to withdraw without giving a reason. To meet the deadline, send an unequivocal statement before the period expires to KarmaPower s.r.o., Bystrc ev. č. 2438, 635 00 Brno, Czech Republic, or info@vignettego.com. You may use the model form below, but it is not mandatory. If you asked us to begin during the withdrawal period and withdraw before full performance, the statutory rules on any proportionate amount for service already provided apply; however, under our policy, a cancellation received before the official vignette purchase is completed receives a full refund. Once the service has been fully performed after your express request and acknowledgement, the right of withdrawal is lost. Mandatory rights for defective, incorrect or late performance remain unaffected.

If you validly withdraw, we will reimburse the payments covered by the withdrawal without undue delay and no later than 14 days after we receive your statement, using the same payment method unless you expressly agree otherwise and without charging you fees. Time taken by your bank to display the refund is outside our control.

3. Refund Eligibility

Refunds may be considered in the following circumstances:

• Uncompleted Order: If a technical error prevents us from completing the official purchase and no vignette has been bought, we will provide a full refund.
• Duplicate Charge: If VignetteGO or its payment flow charges you more than once for the same order, the duplicate amount will be refunded.
• Error Introduced by VignetteGO: If our error causes an incorrect or invalid registration, we will provide the remedy required by applicable law, which may include correction, replacement, price reduction or refund.
• Delay or Unavailability: If we cannot process your order or need clarification, we will inform you. Before the official purchase is completed, you may cancel and receive a full refund.

4. Non-Refundable Situations

Except where the toll operator's rules or mandatory law provide otherwise, refunds are generally unavailable in the following situations:

• You supplied incorrect vehicle information and the official purchase has already been completed, subject to the operator's rules and mandatory law
• You change your mind after the official purchase has been completed and the service fully performed
• You no longer need the vignette after the official purchase has been completed
• The vignette has been officially registered and its validity has begun
• You received a fine for conduct unrelated to the VignetteGO service; this does not limit any mandatory remedy for defective performance by VignetteGO
• You selected the wrong country or duration and the official purchase has already been completed
• The vignette has already been purchased and registered through the official portal, subject to that operator's cancellation rules

4a. Customer Data Responsibility

VignetteGO uses the data provided by the customer to perform manual registration through the relevant verified official portal or authorised channel. We submit it as provided unless the customer corrects it before official submission. Therefore:

• Correction after submission to an official portal depends on that operator's rules and may be restricted or impossible
• Claims arising solely from incorrect customer-provided data may be rejected, except where mandatory law provides otherwise
• A refund may be unavailable after an official vignette has been registered with incorrect customer-provided information, subject to the operator's rules and mandatory law

5. Refund Process

To request a refund:

1. Contact our support team at info@vignettego.com or call +420 737 531 777 (Mon–Sun, 06:00–18:00 Central European time (CET/CEST))
2. Provide your order number and state clearly whether you are exercising the statutory right of withdrawal; you do not have to give a reason for a statutory withdrawal.
3. We review the request promptly; statutory withdrawal requests are handled within the applicable legal deadlines.
4. Approved refunds are sent to the original payment method without undue delay. For a valid statutory withdrawal, reimbursement is sent no later than 14 days after we receive the withdrawal statement; your bank may take additional time to display it.

6. Refund Timeframe

After we send a refund, the time for it to appear is typically:

• Credit card refunds: usually displayed within 5-10 business days
• Debit card refunds: usually displayed within 5-10 business days
• Other payment methods: usually displayed within 10-14 business days
• Display time depends on your bank or payment provider and is outside our control

7. Chargebacks

If you initiate a chargeback through your bank or credit card company, we reserve the right to dispute the chargeback and provide evidence of service delivery. We encourage you to contact us first to resolve any issues before initiating a chargeback.

8. Contact Information