Cancellation, Withdrawal and Refund Policy
This policy explains withdrawal, cancellation and refunds for Pistoni Assistance purchases made online.
1. Withdrawal period
A consumer may notify Pistoni that they withdraw from an online service contract within 14 calendar days after contract formation, without giving a reason, where this right applies.
The request may be sent to hello@pistoni.eu with the purchase email, phone number and vehicle plate or payment reference.
2. Early activation
By requesting immediate activation, the customer asks Pistoni to begin verification and service before the 14-day period ends.
If the customer withdraws after requested performance has begun, Pistoni may retain only a lawful and proportionate amount for services actually supplied. A withdrawal right ends after full performance only where mandatory law permits and the required express acknowledgement was given.
3. Rejected activation
If Pistoni cannot activate the package because submitted documents do not meet the published eligibility rules, Pistoni will cancel the request and refund the package price unless fraud, a chargeback or another lawful reason prevents payment.
Pistoni may allow the customer to correct a document before cancellation.
4. Cancellation after activation
After the withdrawal period, a customer may ask to cancel at any time, but no automatic pro-rata refund is due for the unused period unless the Package Schedule, Pistoni confirmation or mandatory law provides one.
A service already delivered, authorised third-party cost or used package benefit is not refundable merely because the membership is later cancelled.
5. Cancellation by Pistoni
If Pistoni cancels without customer breach and can no longer provide the package, it will refund a fair amount for the unused period or offer an equivalent lawful solution.
A refund may be reduced or refused where termination results from fraud, deliberate misuse, non-payment or a serious contractual breach, to the extent permitted by law.
6. Payment disputes and duplicate payments
Duplicate or incorrect charges should be reported promptly. Pistoni will verify the payment record and refund any confirmed duplicate or unauthorised amount for which Pistoni is responsible.
A customer should contact Pistoni before opening a chargeback where reasonably possible so the issue can be investigated quickly. This does not remove statutory payment rights.
7. Refund method and timing
Approved refunds are returned through the original payment method where possible. Banking or payment-provider processing time is outside Pistoni's direct control.
Pistoni will initiate an approved consumer withdrawal refund within the deadline required by applicable law and will confirm when it has been submitted.
8. Complaints
A customer who disagrees with a cancellation or refund decision may use the Pistoni Complaints Procedure and provide supporting documents.
This policy does not restrict mandatory consumer remedies.