Effective date: 13 October 2025
We are not affiliated with ASFINAG / links are provided for convenience.
1. Basis and scope
This policy applies to vignette orders placed via our website by consumers and businesses.
ASFINAG’s terms take precedence. If ASFINAG disallows a cancellation/refund or prescribes a different procedure, ASFINAG’s rules apply.
2. Consumer right of withdrawal (14 days) & the “18-day” rule
When a consumer buys online directly from ASFINAG (their shop/app), they have a 14-day right of withdrawal. Because ASFINAG also accepts mailed notices, 2-month and annual vignettes typically become valid on day 18 after purchase.
For 1-day and 10-day vignettes this 18-day delay does not apply; they can start on the selected date immediately.
In our service, both activation modes are possible depending on product and channel. If your order is placed via a corporate/instant activation channel, the ASFINAG consumer withdrawal right does not apply (it applies only to consumer distance purchases). Refunds are then governed by 4–6 below.
3. What ASFINAG allows to change/cancel
License plate change after start of validity: only for annual vignettes and multi-trip Section Toll cards. For 1-/10-day and 2-month vignettes, no change is foreseen after start.
Single Section Toll trips: no refunds/cancellations. Unused tickets remain valid for 1 year; plate change is possible before first use.
4. Cancellations/refunds via our service (we act as intermediary)
Before we submit your order to the operator
— Cancellation on request: 100% of the official fee is refundable; our service fee is refundable 0–100% depending on processing status (data review, anti-fraud checks, submission attempt). We’ll confirm the exact amount when approving the cancellation.
After submission to the operator (status “submitted/activated/in processing at ASFINAG”)
— Refund is possible only if the operator’s rules allow it for the specific product/status. Otherwise, refunds are limited to our service fee only in case of our explicit error (e.g., we submitted data different from what you confirmed).
After start of validity
— No refunds for 1-/10-day or 2-month vignettes. For annual vignettes, a plate change may be possible (see §3); refunds are not.
5. How to request a cancellation/change
Email info@smart-balance.by with subject “Cancellation/Change”, and include order ID, plate & country, product, start date, and your reason.
If your order was actually a consumer purchase in ASFINAG’s own shop (rare; applies to specific products), you may initiate withdrawal in your ASFINAG account or via their form to [widerruf-shop@asfinag.at](mailto:widerruf-shop@asfinag.at). We can help prepare the request.
6. Refund method & timing
Refunds are sent via the original payment method, or by bank transfer (IBAN/BIC) if needed.
Typical settlement time: 3–10 business days after approval (bank timelines may vary).
7. Data errors & refusal of service
If you made a mistake in plate/country/date:
Before start of validity: we’ll try to correct or re-issue (operator and/or service fees may apply).
After start: see §3 (product-specific limits).
We may decline/cancel an order if we suspect fraud, legal violations, sanctions risks, or non-compliance with operator requirements. Refunds in such cases follow §4.
8. Important notices
We do not sell priority or expedited access and cannot guarantee acceptance/processing speed at the operator. Activation decisions are made by ASFINAG.
In rare cases, the operator may require manual verification. This can affect timing but not your ability to cancel before submission/activation as outlined in §4.
9. Contacts
Support: info@smart-balance.by
