How to Request Help

A step-by-step guide to submitting an enquiry and what to expect from VignettePoint.

The Request Process

We have designed our process to be straightforward and transparent. Below are the steps from initial contact to receiving your information.

  1. Browse our published content
    Before submitting an enquiry, check our Services, Service Area and FAQ pages. Many common questions are already answered there at no cost.
  2. Identify your specific need
    Determine whether your question relates to road maps, toll charges, driving regulations, route planning or seasonal conditions. Being specific helps us respond more quickly and accurately.
  3. Complete the contact form
    Visit our Contact page and fill in the form with your name, email address and a clear description of your enquiry. Include relevant details such as vehicle type, travel dates and specific regions.
  4. Receive acknowledgement
    We will send an automated acknowledgement to your email address confirming receipt of your enquiry. This is sent immediately upon form submission.
  5. Initial assessment
    Our team reviews your enquiry within one working day and determines whether it can be answered from our existing content or requires coordination with a local partner.
  6. Cost confirmation (if applicable)
    If your enquiry requires paid coordination, we will email you a clear cost estimate before proceeding. You are under no obligation to accept. Free enquiries proceed directly to step 7.
  7. Research and coordination
    We compile the relevant information, cross-reference with current official sources, and where necessary coordinate with regional partners in Austria or Germany.
  8. Delivery of response
    We deliver your response by email in a clear, structured format. Standard turnaround is two working days from confirmation. Complex or coordination-dependent enquiries may take longer.
  9. Follow-up
    If the response does not fully address your need, reply to our email and we will clarify or expand at no additional charge for the same enquiry scope.
  10. Feedback
    We welcome feedback on the quality and usefulness of our response. This helps us improve our content and service. Use the same email thread or our contact form.

Complaints & Escalation

If you are dissatisfied with the response you received, we take complaints seriously and aim to resolve them promptly.

What to include in a complaint
Your original enquiry reference (email date/subject), a clear description of the issue, and what outcome you are seeking.
Where to send it
Email [email protected] with the subject line "Complaint — [your enquiry date]".
Response timeline
We acknowledge complaints within one working day and aim to provide a substantive response within five working days.
Escalation
If you remain unsatisfied after our response, you may escalate to your national consumer protection authority. We will provide relevant contact details on request.