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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.
Cancellation via Internet
A route booked on the Internet can be cancelled completely in the same way. Please select “Cancellation”, enter the reservation number for the route to be cancelled, and click “Next”. The booked route will be cancelled in the toll system and the log-on receipt and number will no longer be valid. A refund will be credited using the original payment method.
You can cancel the entire route on-line five minutes after logging on free of charge. After this time and for cancelling sections of a route there is a fee of 3 euros.
You can only cancel sections of a route at toll terminals located along the logged on route.
Cancellation at a toll station terminal
A booked route can be cancelled at any toll station terminal before the period of validity has commenced. The toll fee will then be refunded. After the period of validity has commenced, a full cancellation is only possible at the toll station terminal for the route entry point.
If the journey on the booked route has already commenced, only the segments not yet travelled can be cancelled at a toll station terminal located along the booked route. The segments not yet travelled is calculated from the location of the toll station terminal where the cancellation was transacted to the originally selected end point.
For cancellations, press the “Cancellations” button and follow the step-by-step instructions on the screen. The toll fee for the segments not yet travelled will be refunded. If the toll fee was paid in cash, you will receive a receipt that can be refunded at the cash desk. At outdoor terminals, the amount will be refunded in cash. If the toll was paid using a card, please follow the instruction on the screen. A reimbursement will be made by chargeback to the card used for payment.
Complete routes can be cancelled free of charge at toll terminals up to 15 minutes after logging on. After this time and for cancelling sections of a route there is a fee of 3 euros.
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.