Refund & Cancellation Policy

At Vignetim, we sell digital products and services, including but not limited to eSIM products, digital vignettes, and insurance products. These products are delivered electronically and no physical product will be shipped.

Please read this Refund & Cancellation Policy carefully before making a purchase on our website.

After your purchase is successfully completed, your digital product details may be delivered by email, displayed on our website, or made available through your customer account.

Depending on the product purchased, delivery may include:

• eSIM QR code, eSIM profile, and activation instructions
• Digital vignette confirmation, registration details, or validity information
• Insurance policy document, certificate, confirmation, or related coverage details

Because our products are digital goods and/or time-sensitive services, they cannot be physically returned once delivered, issued, activated, used, or made available to the customer.

You may request a cancellation or refund only if the product has not yet been delivered, issued, activated, registered, downloaded, accessed, or used.

Once a digital product has been delivered, issued, registered, activated, accessed, or used, the order is considered fulfilled and may no longer be eligible for cancellation or refund.

To request a cancellation, please contact us as soon as possible at contact@vignetim.com.

Please include your order number, the email address used for the purchase, the product purchased, and the reason for your cancellation request.

For eSIM products, refunds are generally not available in the following situations:

• The eSIM has been delivered, accessed, downloaded, installed, activated, or used.
• Mobile data has been consumed.
• The customer purchased the wrong country, region, destination, plan, or package.
• The customer’s device does not support eSIM technology.
• The customer’s device is locked by a mobile carrier.
• The customer no longer needs the eSIM after purchase.
• The customer did not follow the provided installation or activation instructions.
• The customer deleted, removed, or attempted to reinstall the eSIM incorrectly.
• The eSIM could not be used due to lack of network coverage in a specific area, unless the issue is confirmed to be caused by us or our service provider.
• The customer provided incorrect information during checkout.

Before purchasing an eSIM, customers are responsible for ensuring that their device supports eSIM technology and is not locked to a specific mobile carrier.

For digital vignette products, refunds are generally not available once the vignette has been issued, registered, activated, or linked to the customer’s vehicle or license plate.

Refunds are generally not available in the following situations:

• The digital vignette has already been issued, registered, activated, or made valid.
• The customer entered an incorrect license plate number, vehicle category, country, validity period, or start date.
• The customer purchased the wrong vignette type, route, country, or duration.
• The customer no longer needs the vignette after purchase.
• The customer’s travel plans changed after the vignette was issued.
• The vignette has already become valid or its validity period has started.
• The customer failed to check the accuracy of the order details before completing the purchase.

Customers are responsible for carefully checking all vehicle, license plate, country, route, date, and validity details before completing the purchase.

If a digital vignette has not yet been issued or registered, a cancellation or refund request may be reviewed on a case-by-case basis.

For insurance products, refund and cancellation eligibility may depend on the insurance provider, policy terms, applicable law, and whether the coverage period has started.

Refunds are generally not available in the following situations:

• The insurance policy has already been issued.
• The insurance coverage period has started.
• The customer has received the policy document, certificate, or confirmation.
• The customer provided incorrect personal, vehicle, travel, or policy information.
• The customer purchased the wrong insurance product or coverage type.
• The customer no longer needs the insurance after purchase.
• The customer’s travel or vehicle plans changed after the policy was issued.
• A claim has been made or a claim process has started under the policy.

If cancellation is permitted by the insurance provider or applicable policy terms, we will assist the customer with the cancellation request. Any refund amount, if applicable, will be determined according to the insurance provider’s rules and the terms of the specific insurance policy.

For eSIM, digital vignette, and insurance products, customers are responsible for providing accurate and complete information during checkout.

This may include, but is not limited to:

• Email address
• Phone number
• Device compatibility information
• Country, region, destination, or travel details
• Vehicle category
• License plate number
• Validity start date and duration
• Personal or policyholder information
• Insurance coverage details

We are not responsible for issues, failed delivery, invalid products, rejected registrations, or unusable services caused by incorrect or incomplete information provided by the customer.

If you experience a technical issue that prevents you from using your purchased digital product, please contact us at contact@vignetim.com.

We may request additional information to investigate the issue, including but not limited to:

• Order number
• Screenshots of the error message
• Device model
• Operating system version
• eSIM installation status
• Network or APN settings
• Vehicle or license plate details
• Policy or certificate number
• Location where the issue occurred
• Any other information required to verify the issue

If we confirm that the issue was caused by us, our system, or our service provider, we may offer one of the following solutions:

• A replacement product
• Correction of product details, where possible
• Store credit
• A partial refund
• A full refund

The available solution will depend on the product type, the nature of the issue, and whether the product has already been issued, registered, activated, used, or made valid.

If you receive the wrong product, incorrect product details, or a defective digital product due to an error caused by us or our service provider, please contact us as soon as possible at contact@vignetim.com.

We will review your request and, if the issue is confirmed, provide an appropriate solution such as correction, replacement, store credit, partial refund, or full refund.

All refund and cancellation requests are reviewed on a case-by-case basis.

Submitting a refund request does not guarantee that a refund will be approved. We reserve the right to refuse refund requests that do not meet the conditions stated in this policy.

To help us process your request faster, please include the following details in your email:

• Order number
• Email address used for the purchase
• Product purchased
• Description of the issue
• Screenshots or supporting evidence, if applicable

If your refund request is approved, the refund will be issued to your original payment method within 10 business days.

Please note that your bank, card issuer, or payment provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved, please contact us at contact@vignetim.com.

Since our products are digital products and services, there is no physical item to return.

Please do not send any physical items to our business address.

For refund, cancellation, or support questions, you can contact us at:

Vignetim
1773 İTÜ Teknopark Reşitpaşa Mahallesi, Katar Caddesi İTÜ Tasarım ve Prototip Merkezi Binası No:2/41 İç Kapı No:19, Sarıyer, Istanbul, 34467, Türkiye

Email: contact@vignetim.com