Politique de remboursement

Return, Cancellation & Withdrawal Policy

This policy applies to digital products and services processed by SilaWays, including e-vignettes and eSIM products.


General right of withdrawal for EU consumers
If you are a consumer in the European Union, you normally have the right to withdraw from an online purchase within 14 days without giving a reason.

Because SilaWays processes digital products and services that may be delivered or processed immediately, this right may be limited or excluded in certain cases, as explained below.

E-vignettes
E-vignettes are personalised digital products/services that are linked to the vehicle registration number, country, validity period and start date selected by the customer.

After an e-vignette order has been placed and processing has started, the order cannot be cancelled, returned or refunded. This is because the e-vignette is created for the specific vehicle registration number and cannot be reused, resold or transferred to another customer.

By placing an e-vignette order, the customer agrees that SilaWays may start processing the order immediately and acknowledges that the right of withdrawal is lost once processing has started or the e-vignette has been issued.

Please check all details carefully before placing your order, including:

  • vehicle registration number;
  • country;
  • start date;
  • validity period;
  • vehicle category.

SilaWays is not responsible for incorrect information entered by the customer.

eSIM products
An eSIM may be cancelled and refunded only if it has not been activated, installed, used or consumed in any way.

You may request cancellation of an eSIM within 14 days after purchase if:

  • the eSIM has not been activated;
  • the eSIM has not been installed on a device;
  • no data has been used;
  • the eSIM is still technically unused and can be cancelled by our supplier.

Once an eSIM has been activated, installed or used, it cannot be cancelled, returned or refunded.

How to request a cancellation or withdrawal
You can request a cancellation or withdrawal by using the cancellation/withdrawal button on our website, where available, here or by contacting us at:

info@silaways.com

Please include:

  • your order number;
  • your full name;
  • the email address used for the order;
  • the product you want to cancel;
  • for eSIM orders: confirmation that the eSIM has not been activated, installed or used.

Submitting a cancellation or withdrawal request does not automatically mean that the order is eligible for a refund. We will review the request based on the status and type of product ordered.

Incorrect details entered by the customer
For e-vignettes, the customer is responsible for entering the correct vehicle registration number, start date, validity period, country and vehicle category.

If incorrect information is entered and the e-vignette has already been processed or issued, the order cannot be changed, cancelled or refunded.

Technical issues
If you experience a technical issue with an eSIM or e-vignette, please contact us immediately at info@silaways.com.

We will investigate the issue and, where possible, help resolve it. If the issue is caused by SilaWays or our supplier and the product has not been successfully delivered or cannot be used, we may offer a replacement or refund.

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

Please note that it may take additional time for your bank or payment provider to process and post the refund.

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

Non-refundable products
The following products are non-refundable:

  • e-vignettes after processing has started or after issuance;
  • e-vignettes with incorrect customer-entered details;
  • eSIMs that have been activated, installed or used;
  • digital products that have already been delivered, activated or consumed;
  • personalised or vehicle-specific digital products.

Questions
For any questions about cancellations, withdrawals or refunds, contact us at:

info@silaways.com