Refund & Right of Withdrawal Policy
Quick Summary
You have a 14-day right of withdrawal on all orders, in accordance with EU and Dutch consumer law. If your e-Známka has not yet been activated or its validity period has not yet started, you can cancel and receive a full refund. Once an e-Známka is activated and its validity period has begun, the right of withdrawal no longer applies, as the digital service has been fully performed. Read the full details below.
1. Who This Policy Applies To
This refund and withdrawal policy applies to you if you are a consumer within the meaning of EU Directive 2011/83/EU and/or Article 6:230g of the Dutch Civil Code (Burgerlijk Wetboek). A consumer is any natural person acting for purposes outside their trade, business, craft, or profession.
In simple terms, if you’re buying an e-Známka for personal travel, this policy applies to you.
2. What we do
Vignetteslovakia.com buys and registers Slovakian digital motorway e-Známkas on your behalf. We act as an intermediary, complementing the official NDS portal (eznamka.sk) with added convenience features, such as multi-currency support, multiple payment methods, and multilingual customer service.
When you place an order, you pay the official e-Známka price plus our service fee. That service fee covers customer support, our “fine guarantee” (for the case if we make a mistake), multilingual assistance, and a smoother checkout experience.
3. Your Right of Withdrawal (14-Day Cooling-Off Period)
In accordance with EU Directive 2011/83/EU on consumer rights, as implemented in Dutch law under Articles 6:230o–230z of the Dutch Civil Code, you have the right to withdraw from this contract within fourteen (14) days without giving any reason.
3.1 When the withdrawal period starts
The 14-day withdrawal period begins on the day the contract is concluded, which is the day you complete your order and receive your order confirmation.
3.2 When the right of withdrawal no longer applies
This is important:
Your right of withdrawal expires once your e-Známka has been activated and its validity period has begun.
By completing your purchase and requesting immediate activation of the e-Známka, you expressly consent to the commencement of the digital service before the withdrawal period has expired, and you acknowledge that you will lose your right of withdrawal once the service has been fully performed.
This exception is in accordance with Article 16(a) of EU Directive 2011/83/EU and Article 6:230p(1)(d) of the Dutch Civil Code, which provides that the right of withdrawal does not apply to service contracts after the service has been fully performed, provided that performance began with the consumer's prior express consent and acknowledgement that the right of withdrawal would be lost.
Simply put: you agree that we start the service right away and acknowledge that you’ll lose the right to withdraw once the e-Známka becomes active. This follows EU and Dutch law, which makes an exception for digital services that are fully performed with your consent.
4. How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract by means of a clear, unequivocal statement before the 14-day period ends. You can do this by:
-
Email:
send an e-mail to support@vignetteslovakia.com
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Help centre:
submit a request through our Help Centre at vignetteslovakia.com/help
As long as your message reaches us before the 14 days are up, you’re fine.
To help us process your request quickly, please include:
- Your full name
- Your order number or confirmation number
- The licence plate number associated with the e-Známka
- The date of your order
- A clear statement that you wish to withdraw from the contract
- Use the Sample Withdrawal Form in the and of this page / section 7
5. Consequences of Withdrawal
If you withdraw from this contract within 14 days and your e-Známka has not yet been activated, we will refund all payments received from you, including the e-Známka price and the service fee.
The refund will be processed without undue delay and no later than fourteen (14) days after we receive your withdrawal notice. In practice, most refunds are processed within 5–7 business days. PayPal refunds are issued within 24 hours, while Mollie refunds take 2 business days. We will use the same payment method you used for the original transaction, unless you expressly agree otherwise. You will not incur any fees as a result of the refund.
6. Unauthorised Chargebacks
If something isn’t right, please contact us directly before initiating a chargeback or payment dispute with your bank or payment provider. In most cases, we can resolve your concern more quickly and efficiently through our Help Centre.
If you initiate an unauthorised chargeback (i.e., a payment dispute filed without first contacting us or without a valid legal basis), your payment provider may charge dispute fees. These fees are set by the payment providers, not by us. We reserve the right to recover these fees where the chargeback is found to be unjustified.
7. Sample Withdrawal Form
You don’t have to use this form, but you are welcome to if you want. Simply complete it and send it to us by e-mail or post.
SAMPLE WITHDRAWAL FORM
To: Vignetteslovakia.com, Maut & Vignette B.V. Utrechtseweg 1-G, 3811 NA Amersfoort, Netherlands
Email: support@vignetteslovakia.com
I/we (*) hereby give notice that I/we (*) withdraw from my/our (*) contract for the provision of the above service.
Service: Slovakia e-Známka (digital motorway vignette)
Order number:
_______________________
Licence plate number:
_______________________
Ordered on (*) / confirmation received on (*)
_______________________
Name of consumer(s):
_______________________
Address of consumer(s):
_______________________
Signature of consumer(s) (only if sent by post)
_______________________
Date:
_______________________
(*) Delete as appropriate.
8. Governing Law and Dispute Resolution
This policy and any disputes arising from it are governed by the laws of the Netherlands, without prejudice to any mandatory consumer protection provisions of the country in which you reside that may provide you with additional rights.
EU Consumer Redress: If you are an EU consumer and we are unable to resolve your complaint directly, the European Commission provides a Consumer Redress portal (managed by the Directorate-General for Justice and Consumers) with a Solution Finder and a list of approved Alternative Dispute Resolution (ADR) bodies: https://consumer-redress.ec.europa.eu/index_en.
You may also contact the Netherlands Authority for Consumers and Markets (Autoriteit Consument & Markt, ACM) or the European Consumer Centre (ECC) in your country for guidance on your consumer rights.
Vignetteslovakia.com is operated by Maut & Vignette B.V., registered in the Netherlands under Utrechtseweg 1-G, Chamber of Commerce number 85804363. VAT number NL863747814B01.
Need help?
Our customer support team is here to help you understand your rights and process your refund requests.