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"Please note that to begin the claims procedure you must attach the following documentation:
- Form A (attached) correctly filled out;
- Copy of a valid ID document;
- Copy of the registration document of the vehicle involved;
- Copy of the invoice issued by the workshop that performed the service;
- Copy of the purchase receipt, if still in your possession. If you don't have it, please return to the service station and ask the operator to issue a receipt/voucher confirming the fuel purchase, and then send us a copy. If no operator is present at the service station or you are not able to return to it (e.g. for reasons of distance), please notify us accordingly."
Please note that the expected response time for a claim related to an incident at a service station is a minimum of 45 days from the date all required documentation is submitted. Before sending a reminder, please check that you have sent all documents required to begin the claims procedure:
- Form A (attached) correctly filled out;
- Copy of a valid ID document;
- Copy of the registration document of the vehicle involved;
- Copy of the invoice issued by the workshop that performed the service;
- Copy of the purchase receipt, if still in your possession. If you don't have it, please return to the service station and ask the operator to issue a receipt/voucher confirming the fuel purchase, and then send us a copy. If no operator is present at the service station or you are not able to return to it (e.g. for reasons of distance), please notify us accordingly."
Please note that to begin the claims procedure you must attach the following documentation:
- Form R (attached) correctly filled out;
- Copy of a valid ID document;
- Receipt relating to damage (if available)
Before sending a reminder, please check that you have sent all documents required to begin the claims procedure:
- Form R (attached) correctly filled out;
- Copy of a valid ID document;
- Receipt relating to damage (if available)
- If you have already received communication from our insurance company, including a claim number, please contact the insurance company as IP no longer manages claims directly.
Fill out the form to request a refund for a failed refuel attempt and in the notes indicate the time of the event, the amount paid, the amount of fuel dispensed, any residual amount and your chosen refund method.
Please note that if your claim is successful, the refund process will take up to approximately 20 days.
Please include the IBAN and first and last name of the account holder if you wish to receive the refund via bank transfer.
Fill out the form to request a refund for a failed refuel attempt, attach the receipt emitted by the bill acceptor and specify your chosen refund method in the notes.
Please note that if your claim is successful, the refund process will take up to approximately 10 days.
Please include the IBAN and first and last name of the account holder if you wish to receive the refund via bank transfer.
Fill out the form to send a reminder, indicating the date of your previous/original notification
If your bank statement shows a charge of € 99.1 or € 101, this is a "pre-authorisation" requested by your bank, corresponding to the maximum purchase amount allowed through the card.
This is not an actual charge but a temporarily blocked amount that is later released upon completion of the transaction.
Please wait until the following month for this amount to be cleared.
If you have noticed an anomalous payment, please fill out the form providing as much information as possible so we can perform the necessary checks on our systems (e.g. type of anomaly, monetary value, date of event, service station, etc.)
If your credit/debit card has become jammed at a service station, we recommend cancelling the card by contacting your bank.
If you wish to complain about poor maintenance at a service station, please fill out the form and include a brief description of the issue in the notes.
If you want to report the non-acceptance of a fuel voucher at a service station, please fill out the form and include a brief description of the issue in the notes.
If you wish to complain about a rude or discourteous service station operator/attendant, please fill out the form and include a brief description of the issue in the notes.
