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Refund & Withdrawal Policy

§ 1. Withdrawal from the Agreement with Vignette Bulgaria (Processing Fee)

1. If you are a consumer, you may withdraw from your agreement with us within 14 days of placing your order, without giving any reason, subject to the conditions below.
2. The right to withdraw applies exclusively to the Processing Fee component of the price. The Government Fee is not covered by this section — see § 2 below.
3. The right to withdraw does not apply once we have fully performed the service (i.e. submitted and completed your vignette registration with API) with your clear and prior consent, given before we started the service, by which you confirmed you understood you would lose the right to withdraw once the service was fully performed. This consent is recorded through the mandatory checkboxes shown during checkout, together with a timestamp and IP address, as evidence in case of a dispute.
4. Because most orders request immediate (or near-immediate) registration, the right of withdrawal from our agreement typically expires as soon as your vignette registration has been submitted to API. If withdrawal is still possible, only the part of the Processing Fee corresponding to services not yet performed can be refunded, calculated proportionally.
5. To exercise your right of withdrawal, send us a written statement before the 14-day period expires, by e-mail to support@vignetteexpress.com, including your order/product ID, licence plate number, and country of registration.
6. We will confirm receipt of your withdrawal statement by e-mail and refund any amount due within 14 days, using the same payment method you used to pay, unless you explicitly agree to a different method.
7. If you withdraw, the agreement with us is void and you must stop relying on any service provided under it.
8. These consumer provisions also apply to a natural person who concludes the agreement in connection with their business activity where that agreement does not have a professional character for them.

§ 2. Refund of the Government Fee (Bulgaria-specific)

1. Once your vignette has been successfully registered in the official API system (bgtoll.bg), the Government Fee is governed exclusively by API's own refund and cancellation rules. We have no authority to unilaterally refund the Government Fee after registration.
2. The Bulgarian e-vignette is issued for a fixed validity period — 7 days, 30 days, 3 months or 1 year — counted from the start date you select: the start date is the first day of validity, and the vignette ends at 23:59 on its last day (weekly: the start date and the following 6 days; monthly: the start date and the following 29 days, but never longer than one month from the start date; quarterly: until the day before the same date three months later; annual: until the day before the same date in the following year — not tied to the calendar year). A vignette whose start date is the day of the order becomes valid only once it has been registered, never retroactively. The vignette is tied to the licence plate and country of registration it was issued for; under API's rules it cannot be transferred to another vehicle and the fee is not refunded for unused time. Once the vignette's validity period has commenced, it cannot be refunded or cancelled — this is the general rule applied by API across the Bulgarian toll system, and it is not something we can override.
3. Where the vignette has been registered but its validity has not yet started (e.g. you selected a future start date), a cancellation or amendment may be possible under API's rules. At your request, and under the power of attorney granted when you placed your order, we will assist in submitting such a request — but the outcome depends entirely on API. Under the Bulgarian rules, a wrongly entered licence plate can be corrected only on application to API, and only for a technical error of up to three characters.
4. Official API information is available at bgtoll.bg and bgtoll.bg — terms and conditions.
5. If a technical error or duplicate purchase is attributable to us, we will cooperate fully with you to seek a resolution, including submitting a request to API where applicable.

§ 3. When the Right of Withdrawal Is Lost

By ticking the consent checkboxes at checkout, you expressly request immediate performance of the service before the 14-day withdrawal period expires, and you acknowledge that:

• once the service has been fully performed (your vignette registered and, in practice, usable), you lose the right to withdraw from the registration itself;
• if your vignette has already become valid, only a refund of our Processing Fee (in whole or in part) may still be possible — never the Government Fee;
• we act only as an intermediary — the underlying vignette relationship is between you and API, governed by API's own rules.

Users who are not consumers are not entitled to withdraw from the agreement.

§ 4. How to Request a Cancellation or Refund

Contact us as soon as possible — ideally before your selected vignette start date — at support@vignetteexpress.com, with:

• your order / product ID;
• the licence plate number and country of registration;
• whether you are requesting withdrawal from our Processing Fee, an API-side cancellation request, or both.

We will always tell you plainly whether a refund is possible in your specific case before taking any action, and confirm any withdrawal or refund in writing within 14 days.