I couldn't fix the issue myself because the passport number image was loaded incorrectly, but when I contacted customer service, they fixed it the next day. Also, I accidentally pressed Enter after pa... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Vatfree.com is the best Tax-free shopping VAT-refund service! System/procedure: superior to the competitors; highest refund (guaranteed), can be used at almost all stores, easy, fast, efficient... See more
Company replied
I had an issue with my tax refund after returning from the Netherlands and reached out via WhatsApp with low expectations, but the customer representative exceeded them completely. They took full owne... See more
Company replied
VERY DIFFICULT APP TO SET UP, AND STILL DOESN'T WORK PROPERLY, AND THEY REPLIED TO MY COMPLAIN AFTER 11 MONTHS, AND THEY ARE REALLY VERY EXPENSIVE, PLEASE BECAREFUL . . . REPLY: AS I SAID, I'VE TRIED... See more
Company replied
Company details
- Duty Free Shop
- Financial Audit
- Information Services
- Non-bank financial service
- Software company
- Tourist Information Centre
Written by the company
VATfree.com simplifies tax-free shopping for international travelers in the EU, helping tourists, diplomats, military personnel, expats, and international students reclaim VAT on their purchases. Our streamlined process ensures that VAT paid at the point of purchase can be recovered after exporting the goods. With an intuitive mobile app and website, we guide travelers every step of the way, making VAT refunds hassle-free and accessible, with minimal paperwork. At the same time, we help retailers maximize the benefits of tax-free shopping to enhance customer satisfaction and boost sales. Whether you’re exploring the EU or running a retail business, VATfree.com is here to make tax-free shopping easy, efficient, and rewarding!
Contact info
Beurs van Berlage, Damrak 373, 1012 ZJ, Amsterdam, Netherlands
- vatfree.com
- support@vatfree.com
- vatfree.com
4.2
Great
103 reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 100% of negative reviews
Typically replies within 1 week
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Tax refunds
All tax refunds have been received successful without stress by vatfree.com.
2 December 2024
Reply from Vatfree.com
Thank you for your most kind review! Hassle- and stress-free is exactly what we aim for, so we’re delighted to hear that you received all your tax refunds smoothly. We hope to assist you again in the future!
Still waiting for my refund
1. I have not received any refund
2. I had to update the info required several times
3. I had to upload a photo of both my European Id-card and passport.
12 December 2024
Reply from Vatfree.com
Dear Beate, thank you for sharing your feedback and we are sorry for the inconvenience you’ve experienced.
Regarding your refund: we understand how important timely payouts are. Your requested refund was scheduled for processing yesterday; however, due to an unexpected technical issue, there was a slight delay. I’m happy to confirm that the payment will be processed today.
We regret to hear that you found our requests to be too many. While we aim to make the process as smooth as possible, tax administration regulations require us to confirm non-EU residency and typically, a copy of a valid passport is sufficient. Additionally, we requested a photo of your receipt stamped by customs, which serves as proof of export. Since your purchase was made with one of our partner stores, these were the only uploads necessary to process your claim.
I’ll make sure we review your case to understand where communication could be improved to avoid confusion for future customers. If you have any further concerns or need additional assistance, please don’t hesitate to reach out to us directly on support@vatfree.com.
Reply from Vatfree.com
Thank you so much for your wonderful review!
We’re delighted to hear that you found our processes smooth and quick—making VAT refunds seamless and hassle-free is exactly what we aim for.
We look forward to assisting you again in the future with your VAT claims!
Biggest refund!
I recently used Vatfree, and I couldn’t be happier with the experience. The platform made getting my VAT refund incredibly simple and straightforward. It’s super easy to use, and I was able to upload my receipts and manage my claims without any confusion.
What impressed me the most was the size of the refund—I feel like I got the biggest amount possible, which was a pleasant surprise. On top of that, their customer support was excellent. Anytime I had a question, they were quick to respond and genuinely helpful.
Overall, Vatfree took the hassle out of the whole refund process. I highly recommend it to anyone looking for an efficient and reliable way to claim their VAT back.
9 November 2024
Reply from Vatfree.com
Thank you so much for your glowing 5-star review, Natascha! 😊 Your kind words motivate us to continue providing excellent service and making VAT refunds as seamless as possible.
We truly appreciate your trust in Vatfree and are excited to assist you again whenever you need us!
Only apply if you are claiming a large amount
Buy the time I received my refund, and the fees were taken out....I don't think it was worth the wait. Only apply for refund if you are claiming a very large amount. When buying make sure all companies are Vatfree registered.
13 August 2024
Reply from Vatfree.com
Hi Julie Joy! Thank you for sharing your feedback. We’re sorry to hear that you felt the refund process didn’t meet your expectations.
Our goal is to make VAT refunds as straightforward and transparent as possible. We do our best to clearly communicate the timeline and any fees involved upfront. The processing time largely depends on the cooperation of the stores, and while we work hard to speed things up, this can sometimes cause delays beyond our control.
We would also like to mention that our service fee is currently the lowest available in the market, ensuring that you receive the best value for your VAT refund claims.
If there’s anything further we can do to assist you or improve your experience, please don’t hesitate to reach out to us directly!
Easy handling
Easy handling. Sometimes difficult to find the corresponding shop or while tring to ad it.
1 June 2024
Reply from Vatfree.com
Hi Elisabeth, thanks for sharing your experience with us! We’re glad to hear that you find the handling easy and appreciate your feedback regarding the difficulty in finding or adding shops.
Please know that we’re actively working to improve our search functionality to make this process smoother. Your input is invaluable in helping us enhance our service. If there’s anything else we can assist you with, please don’t hesitate to reach out!
First experience on vatfree
It took a while for the problems to be solved. But in the end, it was all good.
2 October 2024
Reply from Vatfree.com
Thank you so much for your feedback, Pathitta! We’re glad everything was resolved in the end. Your input is valuable as we work to improve our service. We look forward to assisting you again with your VAT claims in the future!
Top in service
First of all reliable. They are clear in their correspondence and fast in processing documents.
4 November 2024
Reply from Vatfree.com
Thank you for your kind words, Frederik! We're glad to hear you are pleased with our service. We look forward to assisting you again in the future!
Speedy communication
Speedy communication, Great service, easy use of the app. I love this program
1 November 2024
Reply from Vatfree.com
Thank you for your wonderful review! We’re glad to have you as a customer and look forward to assisting you again soon!
Responses on my questions
5 November 2024
Reply from Vatfree.com
Many thanks for your 5-star review! We’re so happy to hear you had a great experience with us. We look forward to assisting you again in the future with your VAT claims!
Reply from Vatfree.com
Thank you for your great review! We’re pleased to hear you had a positive experience and look forward to assisting you with your VAT claims again in the future!
Very expensive service
The VAT I paid was 25.xx Euro. vatfree took service charge for processing and another charge for transferring money to my account. In the end, what's left is 19.xx Euro with a very poor exchange rate. After a long waiting with steps to work with their app, I would say this is a very expensive service. If I can just sort this out in the airport, I would do it that way next time.
25 October 2024
Unprompted review
Reply from Vatfree.com
Dear AHN,
Thank you for taking the time to share your feedback. We appreciate hearing from you.
First of all, we're sorry that your experience with Vatfree.com did not meet your expectations.
We can see in your account that all refund requests were processed successfully. Still, we understand that navigating the tax-refund process can sometimes appear complex, perhaps especially for our first-time customers.
Regarding your concerns:
-------------------------
[[[ Service Fee ]]]
Our fee covers the processes and costs associated with handling your tax refund claims. Most customers are willing to pay these fees because these processes are indeed time-consuming, and many prefer spending their precious time on other things. In a way, you can see Vatfree.com as your (far more economical) alternative to a personal Tax advisor.
Information about our service fee can be found here:
—What is your service fee?—
https://traveller.vatfree.com/faq/embed/StT64eax49SXqB23a/What-is-your-service-fee-#faq_StT64eax49SXqB23a
—Why do I pay a Service fee?—
https://traveller.vatfree.com/faq/embed/dYjPj2334sbciHsZu/Why-do-I-pay-a-service-fee-#faq_dYjPj2334sbciHsZu
-------------------------
[[[ Receipt Requirements ]]]
The Tax Administration has receipt requirements that we must follow to submit a VAT refund claim. If receipt requirements are not met, we must communicate with you to complete the documentation. We strive to provide clear guidelines on receipt requirements beforehand, to ensure smooth processing. We apologize if there was any confusion or difficulty in meeting these requirements.
Information about receipt requirements can be found here:
—What are the requirements for purchase receipts?—
https://traveller.vatfree.com/faq/embed/g2tK4W68fgPxYvpA5/What-are-the-requirements-for-purchase-receipts-#faq_g2tK4W68fgPxYvpA5
-------------------------
[[[ Processing Time ]]]
We understand it can be frustrating to wait for refund payments. Time-frames for refunds vary depending on the completion or your account and requests, and on the payment terms and processes of the store. After your documentation has been received, approved and sent to the store for processing, most stores process VAT refund claims within 30 days. We try to provide perspective by informing customers of an expected refund date, which is visible in their account.
More information about refund time-frames can be found here:
—When will you pay my refund?—
https://traveller.vatfree.com/faq/embed/8A9NCrmzSjLDp56Kq/When-will-you-pay-my-refund-#faq_8A9NCrmzSjLDp56Kq
-------------------------
[[[ Transaction Fees ]]]
The 2 EUR transaction fee is only charged for certain payment methods. Some payment methods are free. If you choose a payment method with a transaction fee, the transaction fee is charged per payment. If customers have multiple VAT refund requests, we advise them to wait until all the stores have paid, so you can do a bulk transaction and only need to pay the transaction fee once.
More information about transaction fees can be found here:
—What are your payment options?—
https://traveller.vatfree.com/faq/embed/h5YTeciKHdN3YgQEf/What-are-your-payment-options-#faq_h5YTeciKHdN3YgQEf
—How can I avoid paying a transaction fee?—
https://traveller.vatfree.com/faq/embed/yk7w7gHYumLbG5joW/How-can-I-avoid-paying-transaction-costs-#faq_yk7w7gHYumLbG5joW
-------------------------
Once again, we sincerely apologize for any inconvenience or frustration you experienced.
If you have any further questions or concerns, please don't hesitate to reach out to our customer support team via support@vatfree.com. We're here to assist you in any way we can.
Thank you for your feedback, and we hope to have the opportunity to serve you again in the future.
PS. If you would have done this process at the airport you would have to present the same documents but end up paying much more service fee + extra fee to receive your refund in cash.
I am very thankful to the Vatfree…
I am very thankful to the Vatfree company for their support and help! Everything was great and quick. They were always in touch with me until my problem was solved. I recommend that company if you get into a problem with tax-free.
7 August 2024
Unprompted review
Reply from Vatfree.com
Thank you so much for your kind words! Our team is always here to help, and we're glad we could assist you with your tax-free process. If you ever need anything in the future, don't hesitate to reach out. Thanks again for your recommendation!
Seamless services
12 July 2024
Unprompted review
Reply from Vatfree.com
Hi Mahdi,
Thank you for your review! We're thrilled to hear you found our services seamless.We look forward to assisting you again in the near future!
Katja could not have been more helpful
Katja could not have been more helpful! She was a dream come true and even though her job is not customer service, she was there to provide it when I needed much hand holding! Vat Free wins my vote for five star service
28 June 2024
Unprompted review
Reply from Vatfree.com
Hi Beth! Thank you so much for your kind words and positive feedback! We're thrilled to hear that Katja was able to assist you so effectively.
Thank you for choosing vatfree.com and for your five-star review!
Best regards,
The vatfree.com Team
Amazing Support and Stress-free App!
I recently used Vatfree.com for the first time and I am absolutely satisfied with their service. As someone who often feels stressed at airports, their process made everything so much easier and stress-free for me.
From the start Vatfree.com was incredibly helpful. Their team was quick to respond to my emails and answered all my questions with kindness and patience.
One of the standout features for me was their app. It allowed me to handle most of the VAT refund process after being back home. All I needed to do at the airport was get the customs stamp, and the rest was taken care of via the app. It's nice not having to do it at the airport, which is already stressful.
The instructions were clear and easy to follow, ensuring that I didn’t miss any steps. The transparency in their process and the efficiency of their service really impressed me.
I highly recommend their service to anyone looking for a hassle-free and reliable way to get their VAT refunds. Thank you, Vatfree.com!
1 June 2024
Unprompted review
Reply from Vatfree.com
Hi Jay,
Thank you so much for your glowing 5-star review!
We're happy to hear about your positive experience. Our goal is to make the VAT refund process as stress-free and efficient as possible, and it's wonderful to know that we achieved that for you.
Thanks for choosing Vatfree.com. We look forward to assisting you again in the future!
Best regards,
Team Vatfree.com
No full refund, complicated and slow
In my experience, Vatfree.com is slow and it requires a lot of work to get only partially(!) reimbursed. My negative experience:
1. lot of work: the refund process is elaborative and a lot of (unnecessary) information is required such as copies of passport and visa.
2. slow: I submitted my request at beginning of April and I was informed that I receive my reimbursement by mid of June
3. complicated: although I already submitted all necessary details, I still need to login by mid of June to actively confirm my reimbursement
4. costly: Vatfree is charging a fee of 28% which is deducted from my tax refund so I receive only part of the reimbursement. This fee can be up to 80 EUR!
Fortunately, most companies handle requests for VAT reimbursement themselves: no extra documents required and reimbursement of the full amount within 3-5 business days. Please avoid using Vatfree!
28 May 2024
Unprompted review
Reply from Vatfree.com
Dear Hester,
Thank you for taking the time to share your feedback.
We’re sorry to hear that your experience did not meet your expectations. We would like to address each of your concerns.
1. [[[ Refund Process Complexity ]]]
We understand that providing these documents can seem burdensome. These requirements are in place to comply with local tax laws and ensure the validity of your claims. Verification of account documents is a 1-time process which you won’t need to complete a next time.
2. [[[ Processing Time ]]]
We apologise for any delay in processing your refund. On average, it takes a few weeks, but this can vary depending on the volume of requests, specific country regulations and store payment policies. We are always working to improve our own processes and to convince stores to shorten their payment terms, so we can provide faster service.
3. [[[ Payment Verification ]]]
The need for an additional login to confirm your refund method is a security measure to prevent fraud and ensure the refund goes to the right person.
4. [[[ Service Fee ]]]
We understand it is frustrating to pay a fee. We need to charge a fee to cover the operational costs involved with processing VAT refunds. We’re aiming to get service fees as close to 0 as possible. In the mean-time, we offer the lowest refund, guaranteed.
We appreciate your feedback and are committed to making improvements. If there is anything more we can do to assist you, please don't hesitate to reach out to our customer service team directly at support@vatfree.com.
Thank you for your understanding and for giving us the opportunity to address your concerns.
Best regards,
Team Vatfree.com
—————————————————
FREQUENTLY ASKED QUESTIONS:
Why do I need to verify my account?https://traveller.vatfree.com/faq/embed/uJjsLuNyKZwbajD3T/How-can-I-verify-my-account-#faq_uJjsLuNyKZwbajD3T
When will you pay my refund?
https://traveller.vatfree.com/faq/embed/8A9NCrmzSjLDp56Kq/When-will-you-pay-my-refund-#faq_8A9NCrmzSjLDp56Kq
Why do I pay a service fee?
https://traveller.vatfree.com/faq/embed/dYjPj2334sbciHsZu/Why-do-I-pay-a-service-fee-#faq_dYjPj2334sbciHsZu
What if I find a lower service fee somewhere else?
https://traveller.vatfree.com/faq/embed/XZoLXQjpudBq7AqQc/How-do-Vatfree-com-fees-compare-to-other-Tax-Free-companies-#faq_XZoLXQjpudBq7AqQc
Not worth the effort for the level of administration & emails
One of many Dutch companies taking advantage of an "opportunity" for tourists to claim our tax back.
I'm not sure it's worth the money, the time, and the effort involved. Quite a laborious system in uploading the receipts and filling out your details. There follows lots of emails and weeks before you get your sums back.
BEWARE: You will not get all your tax back. Bear in mind that using this service VATFREE.COM will:
1. Charge an administration fee for each amount you claim for.
2. Come back to you if you haven't uploaded the receipt to their requirements.
3. Take several weeks to get the money back from the shop where you bought the item
4. Will charge you a fee charges of £2 per amount when transferring back to your bank account.
A complicated and time consuming level of admin for the small sums involved.
21 October 2023
Unprompted review
Reply from Vatfree.com
Dear Louisa,
Thank you for taking the time to share your feedback. We appreciate hearing from you.
First of all, we're sorry that your experience with Vatfree.com did not meet your expectations.
We can see in your account that all refund requests were processed successfully. Still, we understand that navigating the tax-refund process can sometimes appear complex, perhaps especially for our first-time customers.
Regarding your concerns:
-------------------------
[[[ Service Fee ]]]
Our fee covers the processes and costs associated with handling your tax refund claims. Most customers are willing to pay these fees because these processes are indeed time-consuming, and many prefer spending their precious time on other things. In a way, you can see Vatfree.com as your (far more economical) alternative to a personal Tax advisor.
Information about our service fee can be found here:
—What is your service fee?—
https://traveller.vatfree.com/faq/embed/StT64eax49SXqB23a/What-is-your-service-fee-#faq_StT64eax49SXqB23a
—Why do I pay a Service fee?—
https://traveller.vatfree.com/faq/embed/dYjPj2334sbciHsZu/Why-do-I-pay-a-service-fee-#faq_dYjPj2334sbciHsZu
-------------------------
[[[ Receipt Requirements ]]]
The Tax Administration has receipt requirements that we must follow to submit a VAT refund claim. If receipt requirements are not met, we must communicate with you to complete the documentation. We strive to provide clear guidelines on receipt requirements beforehand, to ensure smooth processing. We apologize if there was any confusion or difficulty in meeting these requirements.
Information about receipt requirements can be found here:
—What are the requirements for purchase receipts?—
https://traveller.vatfree.com/faq/embed/g2tK4W68fgPxYvpA5/What-are-the-requirements-for-purchase-receipts-#faq_g2tK4W68fgPxYvpA5
-------------------------
[[[ Processing Time ]]]
We understand it can be frustrating to wait for refund payments. Time-frames for refunds vary depending on the completion or your account and requests, and on the payment terms and processes of the store. After your documentation has been received, approved and sent to the store for processing, most stores process VAT refund claims within 30 days. We try to provide perspective by informing customers of an expected refund date, which is visible in their account.
More information about refund time-frames can be found here:
—When will you pay my refund?—
https://traveller.vatfree.com/faq/embed/8A9NCrmzSjLDp56Kq/When-will-you-pay-my-refund-#faq_8A9NCrmzSjLDp56Kq
-------------------------
[[[ Transaction Fees ]]]
The 2 EUR transaction fee is only charged for certain payment methods. Some payment methods are free. If you choose a payment method with a transaction fee, the transaction fee is charged per payment. If customers have multiple VAT refund requests, we advise them to wait until all the stores have paid, so you can do a bulk transaction and only need to pay the transaction fee once.
More information about transaction fees can be found here:
—What are your payment options?—
https://traveller.vatfree.com/faq/embed/h5YTeciKHdN3YgQEf/What-are-your-payment-options-#faq_h5YTeciKHdN3YgQEf
—How can I avoid paying a transaction fee?—
https://traveller.vatfree.com/faq/embed/yk7w7gHYumLbG5joW/How-can-I-avoid-paying-transaction-costs-#faq_yk7w7gHYumLbG5joW
-------------------------
Once again, we sincerely apologize for any inconvenience or frustration you experienced.
If you have any further questions or concerns, please don't hesitate to reach out to our customer support team via support@vatfree.com. We're here to assist you in any way we can.
Thank you for your feedback, and we hope to have the opportunity to serve you again in the future.
Best regards,
Team Vatfree.com.
Great customer service
Katja was so helpful and went above and beyond the usual. I’m new to the VAT refund process so the quick responses and advise from customer service was great.
6 May 2024
Unprompted review
Reply from Vatfree.com
Hi Susan,
Thank you very much for leaving this kind review.
It's great to hear that Katja went the extra mile while assisting you with your claim. She sends her regards!
Please don't hesitate to reach out to us again any time you have questions or feedback. We're here to assist.
Warm regards,
Team Vatfree.com.
My prefered partner for tax refunds
I've been using vatfree for several years now, and I have to say, I'm really impressed. Their online tool makes it super easy to submit tax refund requests right from home, and their quick response to any questions is a huge plus. But my latest experience really surpassed my expectations. They went above and beyond where a particular store was refusing tax refunds to a group of clients, including myself. Their relentless efforts ultimately led to the store honoring the refund, showcasing their dedication to client satisfaction and effective resolution of issues.
17 April 2024
Unprompted review
Reply from Vatfree.com
Dear Nilda,
On behalf of the whole team, thank you for this glowing review.
It's great to hear you enjoy using our app and that our colleagues in customer service always respond quickly to any questions you might have.
We're also very grateful for your patience in the case of your last request, where it took some more time than usual to convince the store to refund your VAT. Thanks to your help, we are able to convince these stores to cooperate, and this is a great win, not only for you, but also for future customers trying to get back their VAT.
As always, we look forward to assisting you again in the future!
Warm regards,
Team Vatfree.com.
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.