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Should you no longer wish to use a route which has been logged on manually, you can of course cancel it.
If you want to change a logged-on route, you must first cancel your log-on. Then you can log on the new route.
Cancellations and new log-ons are possible both online and at the toll terminal. Please note the following information with regard to this.
Cancel and change using the new manual log-on procedure
Routes subject to toll can be cancelled if the total logged-on route has not yet been travelled and the time of cancellation is before expiry of the period of validity for the logged-on route. To change the logged-on route, simply cancel the route, then log-on the new route.
In the new manual log-on, the customer can use any desired log-on option for the cancellation, regardless of the original log-on option used. If the customer logged-on at one of the new toll terminals, he/she can cancel/change the route at one of the new toll terminals, using the new online log-on, or from spring 2018, using the app.
The amount to be refunded to the customer is refunded to the originally used payment method after the cancellation. If a cash payment was used to log on, it is necessary to file a “Refund application due to cancellation”.
There is a charge for changes and cancellations. This excludes immediate cancellations within 15 minutes after log-on. For all other cancellations, a fee of 3 euros is charged. Cancellation is not possible if the amount to be refunded or the available credit is less than or equal to the cancellation fee of 3 euros.
Journeys can no longer be cancelled with Toll Collect once the log-on receipt period of validity has elapsed.
Important between December 2017 and mid-2018
In this period, it should be noted that logons at the existing toll terminals are processed separately from log-ons using the new, upgraded manual log-on procedure. This means that if a customer logs on at one of the existing 3,600 toll terminals, he/she can only cancel this log-on – if necessary – at one of the existing terminals. Log-ons can be cancelled before the beginning of the log-on receipt period of validity at any existing toll terminal and changed during the period of validity at toll terminals along the logged-on route (for the distance not yet driven).
What to do if there is a technical problem
In rare cases, there is a possibility that a cancellation may be rejected due to temporary technical problems at a toll station terminal. If this is the case, you can have the cancelled amount refunded by Toll Collect at a later date. Please complete the form “Complaint: Cancellation/ Log-on receipt” and send it to Toll Collect as follows:
The form is available from a toll station or by clicking here. The form is in German. An English guide for filling out the form is available here.
Send the completed form to Toll Collect at the address shown on the document.
Toll Collect will check the application for validity and refund the amount due.
A refund by Toll Collect is not possible if a cancellation is rejected due to an input error. Therefore, when entering information, please be sure to check it beforehand for accuracy. Assistance with bookings and cancellations is available from Toll Collect staff around the clock. Simply press the call button on the toll station terminal.
Cancellations are no longer possible with Toll Collect once the period of validity has elapsed. You can apply for a retroactive refund from the Federal Office for Goods Transport (BAG). Please ensure that your application is received by the BAG within two months after the end of the period of validity.
A refund will be granted only for real reasons which have made a prior cancellation at the toll station terminal or over the internet impossible (for example, a traffic jam, road closure, illness or a vehicle defect).
You can download the required form at www.bag.bund.de or order it at this address:
Bundesamt für Güterverkehr (BAG) Werderstraße 34 50762 Cologne Germany
The refund procedure at the Federal Office for Goods Transport (BAG) is subject to charges.