Refunds and Complaints

The refund is available to private individuals, VAT-registered persons and companies paying with electronic toll devices, cards or cash, only for journeys with entry and exit toll stations located along the A4 Torino – Milano section. Toll stations and entry/exit junctions for which a refund may be requested: Rondissone (barrier), Borgo D’Ale, Santhià, Carisio, Balocco, Greggio, Biandrate-Vicolungo, Novara ovest, Novara est, Marcallo-Mesero, Arluno, Rho, Milano Ghisolfa (barrier 443), Milano Ghisolfa (barrier 444 – A50 Tangenziale ovest).
All methods require the user to provide an IBAN and other data necessary to obtain the refund.

Find out the refund procedure according to how you paid for your journey:

Electronic toll devices	Cash / Cards
–	Request the receipt at the exit toll station
Access the platform	Access the platform
Register or log in	Register or log in
Register your electronic toll device	Upload a scan of the receipt
Receive notification of your right to a refund	Receive notification of your right to a refund

For further information or assistance regarding refunds, you can call the toll-free number 803 333, active Monday to Friday from 9.00 a.m. to 5.00 p.m.
You can also submit a refund request by sending us a registered letter using this form.

For further information on the refund criteria and requirements, see General terms and conditions, Privacy Notice of the Joint Data Controllers of the Platform and Privacy Notice of SATAP.

The complaint may be submitted, in Italian or in English, exclusively using the complaints platform indicated below, or by registered letter addressed to S.A.T.A.P. S.p.A.- Reclami, Via Bonzanigo n. 22 – 10144 TORINO.

Complaints, under penalty of inadmissibility, must include at least the following elements:

• the identification details of the user (name, surname, contact details) and of any representative, in which case attaching the proxy and an identity document of the user;
• the identification details of the journey made (entry point, exit point, date and time slot of transit, vehicle registration plate) and a copy of the toll payment receipt;
• a description of the non-compliance of the service identified with respect to one or more requirements defined by European, national or regulatory legislation or by the Service Charter.

The Company provides a reasoned response to complaints within 30 calendar days, starting from the date of receipt of the complaint for those received by registered mail, and from the day of sending for those received through the platform.

If the Company does not send any response to complaints within the terms indicated above, or in the event of an unreasoned response, the user is entitled to compensation equal to:

• a) 30% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers, in the event of a response provided between the thirty-first and the sixtieth day from receipt of the complaint;
• b) 50% of the sum of the tolls paid by the user for the route, possibly repeated, to which the complaint refers, in the event of a response provided after the sixtieth day or in the event of no response.

Users with Reduced Mobility (PRM), in the event of a discrepancy between the information provided in the “PRM Accessibility” section of the website and the actual conditions of accessibility and usability of the services offered in parking or service areas, are entitled to the compensation indicated in the Service Charter.

It will be the Company’s responsibility to request users’ bank account details for the payment of the compensation by bank transfer, which will be made within 30 working days.

If the user does not receive a response to a complaint within the terms indicated above, or considers the response received unsatisfactory, a conciliation request may be submitted:

• to the ART Conciliation Service;
• to the Conciliation Chambers established at the Chambers of Commerce, Industry, Crafts and Agriculture, where the memorandum of understanding between ART and Unioncamere has been signed;
• to ADR bodies, including the joint negotiation bodies registered in the list referred to in art. 141-decies, paragraph 1 of the Consumer Code.

Finally, please note that:

• if the complaint is rejected by the Company on grounds of competence, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the user, to the concessionaire deemed competent, which will provide a response to the user pursuant to the aforementioned ART Resolution 132/2024;
• in the case of complaints concerning services provided in service areas, the Company will forward the complaint, promptly and in any case within thirty days of receipt, simultaneously informing the user, to the operator of such services deemed competent, which will provide a reasoned response to the user pursuant to the aforementioned ART Resolution 132/2024.
• the Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter.
• the user has the right to submit a complaint, request or report to the Transport Regulation Authority (ART) regarding compliance with quality and tariff levels.

With regard to complaints, the personal data provided is processed in compliance with privacy legislation. The full privacy notice, with the relevant purposes of personal data processing, is available on the website.

If you have suffered damage on the A4 Torino- Milano motorway section and you believe SATAP may be liable, you can send a damage compensation request via:

• PEC (certified e-mail) to the following address satap@legalmail.it;
• e-mail ufficiosinistri@satapweb.it;
• by post to the address: SATAP S.p.A. – Ufficio Sinistri, Via Bonzanigo n. 22, 10144 Torino.

You can write to the same addresses for events that occurred up to 30.11.2024 on the A21 Torino Piacenza motorway section. For events occurring from 1.12.2024, the competent concessionaire is ITP S.p.A. https://www.itpspa.it/.

For further information, please consult the Service Charter.

The Company ensures the refund of tolls paid, in error, in excess of the amount due, following verification of the validity of the request made by the user, as indicated in the Service Charter.

For issues relating to toll payment, such as:

• incorrect vehicle classification
• incorrect or missing change
• payment anomalies with automatic tollbooths
• anomalies relating to the electronic toll device

For information regarding unpaid tolls, write to the e-mail address rmppa4@satapweb.it
For other toll information, write to ufficioutentia4@satapweb.it