Cancellation & rebooking

You can cancel booked routes if you decide not to use them. If you only want to change the course of a booked route, this is also done by cancelling the route and booking a new one.

Cancellations are subject to a fee. The only exception is when the entire route is cancelled immediately after the booking transaction. On the Internet, the route must be cancelled within five minutes after log-on at a toll station terminal. Routes cancelled later, or only partially cancelled, are subject to a cancellation fee of EUR 3.00.

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.

Partial routes can only be cancelled at a toll station terminal located along the booked 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.

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.

Please observe deadlines!

Reimbursements from Toll Collect are not possible after the period of validity has expired. However, you can apply for a refund through the Federal Office for Goods Transport (BAG). Please ensure you’re your application is received by the BAG within two months after expiry of the validity period for the booking. The conditions for refund and a link to the application form are available here.

Service Hotline

  • Calls from within Germany:
  • 0800 222 2628*
  • Calls from outside Germany:
  • 008000 222 2628*

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