Reimbursement
Autostrada Pedemontana Lombarda undertakes, after verifying the elements of validity, to reimbursement in all cases in which the toll paid is higher than the toll to be paid or not due. For reimbursement requests, it is necessary to send an email to the pedaggi@pedemontana.com address, strictly indicating in the subject: “Reimbursement”.
Together with the request, it is also necessary to attach the documentation certifying the payment of the toll, the ownership of the applicant (attaching the applicant’s identity card or proxy if the applicant is different from the toll holder, accompanied by an identity document of the delegating party and the delegate). In the case of payments not made by credit card, the bank details useful for reimbursement must also be indicated in the email.
After verifying all the elements, the team that manages the file provides for the reimbursement within thirty days from when the investigation has been completed with a positive outcome.
Compensation
Automatic compensation
In the event of failure to respond to the Complaint within the terms set out in the Service Charter, or in the event of an unsubstantiated response, the user is entitled to receive automatic compensation. It is commensurate, even in the case of a subscription, to the sum of the tolls paid by the user for the route, even repeated, to which the Complaint refers.
The reimbursement is calculated as follows:
- 30% in the case of a response provided between the thirty-first and sixtieth day from the receipt of the complaint
- 50% in the event of a response provided after the sixtieth day and in the event of failure to answer.
Autostrada Pedemontana Lombarda undertakes, after verifying the minimum elements required for the formalisation of the complaint, to manage the compensation file.
It will be possible to automatically process the compensation file, without a prior request from the User, only if all the essential elements for the payment of the compensation are present. In the absence of these elements, Customer Care will contact the User to acquire all the data necessary for the correct management of the file.
The payment of compensation will be made within thirty days from when the investigation has been completed with a positive outcome.
Without prejudice to the above, it is in any case allowed to the User, only for the requests for automatic compensation referred to above, to send an email to the reclami@pedemontana.com address or a certified email (PEC) to the reclamipedemontana@pec.it address, indicating in the subject, where available, the numerical code assigned to the complaint and reported in the confirmation email upon receipt of the same complaint, or recalling or attaching a copy of the complaint, if the same has been formalised by ordinary or registered mail.
Together with the request, it is also necessary to transmit the documentation certifying the payment of the toll and the ownership of the applicant (attaching the applicant’s identity card or proxy if the applicant is different from the toll holder, accompanied by an identity document of the delegating party and the delegate). In the case of toll payments not made by credit card, the bank details useful for the disbursement of the reimbursement must also be indicated in the request.
Compensation not due
Compensation is not due in cases where:
- the complaint is not transmitted by the user in the manner and with the minimum elements provided for by the Service Charter;
- if the user has already been paid compensation under the conditions set out in the Service Charter for a similar claim, which concerns the same journey.