Cancelling and rebooking
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 using the app. Please note the following information with regard to this.
Cancel and change using the manual log-on
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.
For cancelling the manual log-on, you can use either log-on option for the cancellation, regardless of the original log-on option used. For example, if the driver logged on via the app, they or someone else from the company can cancel/change the route via online log-on.
The amount to be refunded to the customer is refunded to the originally used payment method after the cancellation. There is a charge for changes and cancellations. Immediate cancellations within 15 minutes of log-on are excepted, provided the period of validity has not yet begun at the time of cancellation. For all other cancellations, a fee of three 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 three euros.
Journeys can no longer be cancelled with Toll Collect once the log-on receipt period of validity has elapsed.
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 Logistics and Mobility Office (BALM). Please ensure that your application is received by the BALM 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 impossible (for example, a traffic jam, road closure, illness or a vehicle defect).
You can download the required form from www.balm.bund.de or order it from the following address:
Federal Logistics and Mobility Office (BALM)
The refund procedure at the BALM is subject to charges.