Last updated: [TO BE COMPLETED: publication date]
Courtesy translation under legal review. The Romanian version is the reference text. Clauses marked "(proposal)" are business choices to be confirmed.
1. What this is about
This policy explains what happens to your money and credits if you change your mind or if something goes wrong. It is part of the Terms and Conditions. Seller: [TO BE COMPLETED: company name, CUI, address, contact email].
Reminder: 1 credit = 1 report. Reports are digital content delivered in your account.
2. The statutory right of withdrawal and its loss
2.1. Consumers generally have the right to withdraw from distance contracts within 14 days, without giving a reason (art. 9 GEO no. 34/2014).
2.2. For digital content not supplied on a tangible medium, the right of withdrawal is lost if performance has begun with the consumer's prior express consent and acknowledgment that they lose the right of withdrawal (art. 16(m) GEO 34/2014).
2.3. At checkout we ask for two separate confirmations: (a) you accept immediate start of supply; (b) you understand that you lose the right of withdrawal from the moment the report is generated. Without these confirmations you cannot complete the order.
2.4. Effect: once a report has been generated (one credit used), there is no statutory right of withdrawal for that report.
3. Unused credits: refund within 14 days (proposal)
3.1. As a commercial offer, more favorable than the law (proposal): you can request a refund of unused credits within 14 calendar days of purchase, without giving reasons.
3.2. Only unused credits are refunded. If you have already used some, the remaining credits are refunded at the price paid per credit within the pack (the amount actually paid, after discount, divided by the number of credits in the pack) [TO BE COMPLETED: confirm calculation method; alternative: single report unit price].
3.3. The request must be sent within the 14 day period. After that, credits are not refunded, except in the cases in section 4 or where the law requires otherwise.
3.4. Expired credits (see the Terms and Conditions, validity period 6 months) are not refunded.
4. Failed or defective reports
4.1. If the report could not be generated, the credit is not consumed or is restored to your account.
4.2. If the report was generated but is materially affected by a technical defect of the Service (for example: an essential part is missing, it does not open, or it was generated for a different address because of our error), we restore the credit or, at your request, refund the amount paid for that report. First, we may fix the defect by regenerating the report free of charge.
4.3. The following are not defects:
- lack of data for your address, where the report clearly says so (for example, the building does not appear in the seismic list or the area is not mapped by ANAR). If the report contains no useful information at all for the address [TO BE COMPLETED: policy: credit automatically restored or not], rule 4.1 applies where the report is essentially empty;
- data being incomplete or old, where the source and date are shown;
- the result not being what you wanted, or not matching a valuation, expertise or your own opinion;
- an address or map pin entered wrongly by you (we will still consider, in good faith, obvious errors reported immediately) [TO BE COMPLETED: commercial policy].
4.4. Your statutory rights regarding non-conformity of digital content remain unaffected ([TO BE COMPLETED: applicable act, e.g. GEO 140/2021, lawyer to confirm]).
5. How to request a refund
- Write to [TO BE COMPLETED: contact email] or use the contact form, with the subject "Refund".
- Include: account email, order or invoice number, the reason (for cases in section 4) and, where relevant, the report number or address. For defects, a screenshot helps.
- You may also use the standard withdrawal form: [TO BE COMPLETED: form template, annex to the Terms, if decided].
6. Deadlines and refund method
6.1. We review the request and reply within [TO BE COMPLETED: e.g. 5 business days] (proposal).
6.2. If approved, we refund within 14 days of approval (proposal, in line with art. 14 GEO 34/2014, which provides 14 days from notice of withdrawal), using the same payment method used for the purchase (card, via Stripe). We charge no refund fees.
6.3. After processing, your bank may need a few days for the amount to appear in your account. That interval is outside our control.
6.4. If you used a discount code, we refund the amount actually paid. The code used is not restored if the refund covers the whole order [TO BE COMPLETED: confirm].
6.5. The invoice is reversed or a correction invoice is issued through [TO BE COMPLETED: SmartBill or Oblio].
7. Payment disputes (chargebacks)
7.1. Please write to us first. We can usually resolve it faster than a procedure with the issuing bank.
7.2. You always have the right to dispute a transaction with your bank. In that case Stripe and the bank may ask for order information, and we will provide the evidence: the order confirmation, the consent given at payment (date and time), and the date the report was generated, without the property address.
7.3. If you receive a refund and also dispute the payment, the amount cannot be recovered twice. We reserve the right to suspend the account in case of abuse.
8. Business users
Business (B2B) customers have no right of withdrawal. Refunds are made only in the cases in section 4 or per written agreement.
9. Account deletion
Before deleting your account, use your credits or request a refund of those eligible. After deletion, remaining credits are lost (see the Terms and Conditions, section 17).
10. Complaints
If you are not satisfied with the outcome, you can turn to ANPC (https://anpc.ro) and alternative dispute resolution (SAL). See the Terms and Conditions, section 18. [TO BE COMPLETED: lawyer to confirm current SAL/SOL information.]
11. Contact
[TO BE COMPLETED: company name], [TO BE COMPLETED: address], email [TO BE COMPLETED: contact email], phone [TO BE COMPLETED: phone].