Refund and Cancellation Policy

Art. 1. Identity of the Provider

Art. 2. You Pay from Day One, and You Have 15 Days to Ask for Your Money Back

2.1. The paid subscription starts with the first payment. There is no free evaluation period for the paid features: what you buy runs from the first day. The Free plan is not a service offering: it is the state in which the account remains before a subscription is activated or after it ends, in which saved data is kept while the Platform performs no automatic monitoring and sends no alerts (Terms and Conditions, Art. 5.1).

2.2. When the first payment happens. For Natural Person (PF) accounts, completing registration requires billing details and an attached card. Attaching the card charges nothing on its own (the card is only verified, through a nominal-amount authorisation reversed immediately). The first month is charged at the end of registration, from that card: the monthly price of the plan you confirmed, VAT included, and monthly thereafter. The amount is the plan price. On the /preturi page the price is shown with VAT included, the same amount that is charged; the full amount, VAT included, is the one you see next to the confirmation you tick at registration and in the email sent before each later charge, that is the amount taken from the card. You can stop automatic renewal at any time, from /abonament/upgrade or through the contact form: stopping it keeps your access until the end of the period already paid for, and no further amount is charged. For Natural Person (PF) accounts created BEFORE this period, the earlier rule still applies: their registration is already complete without this step, and the first payment happens when the account holder chooses a paid plan in the account. Legal Entity (PJ) and Lawyer (AV) accounts do not go through this step at registration. For them too, the first payment happens when the account holder chooses a paid plan in the account and confirms the payment; until then the account stays on the Free plan and nothing is charged.

2.3. Full refund in the first 15 days after the first payment. The right in this article is granted to individual (natural person) accounts; company and law-firm accounts do not have it. Within 15 calendar days from your first payment: whether it was for a subscription or for single-case monitoring without an account (Art. 2.5), you may ask us to refund, in full, the amounts paid for the service within those 15 days. The request is submitted through the contact form, by choosing the "Refund" request type, from the account that made the payment; there is no self-service button, and the request is reviewed by a person. What we return is the whole amount paid for the service in that interval, not only the days you have not used. Payment and deadline follow Art. 5.4, the single refund mechanism of this policy. Once the refund is approved, access to the paid features stops and the account moves to the Free plan. The right is granted once per user, for the first payment; creating additional accounts in order to obtain it repeatedly is prohibited (Terms and Conditions, Art. 4.5). While your refund request is under review, you cannot buy monitoring for other cases, a new order would contradict the request to end the service; you can buy again once the request is withdrawn or resolved.

2.4. A right in addition, not a right in place of another. The right in Art. 2.3 is granted by the Provider, through this contract. We do not ask you to waive the statutory right of withdrawal, neither when you create the account, nor when you pay, and we do not invoke against you the exception in GEO 34/2014 art. 16(m), because that exception would require your express prior consent and your acknowledgment that you lose the right, and we ask you for neither (Art. 3.1). The rights the law gives you therefore remain yours, under the conditions the law sets; the standard form is in Art. 7bis. The two are not the same and are not requested in the same way: statutory withdrawal follows the conditions and deadlines the law sets, whereas the refund in Art. 2.3 is requested through the contact form, within 15 days of the first payment.

2.5. Single-case monitoring without an account. The same rule applies to the "Monitor without an account!" service (Terms and Conditions, Art. 6.10): one single payment, by card, for the monitoring of one case over a fixed period, with no account, no stored card and no automatic renewal. If that order is your first payment on StatusDosar, you may, within 15 calendar days of it, ask us through the contact form, stating the e-mail address used at order, to refund the amount paid, in full; once approved, monitoring stops. The refund is granted once per user, at the first payment (Art. 2.3): the cases you order afterwards open no new window. After those 15 days no amount is returned, including where the case is closed before the end of the paid period, monitoring continues until that date. Performance begins immediately upon payment confirmation (Art. 3.2); we do not ask you for any consent to an immediate start (Art. 3.1). A new period for the same case can be bought at any time, at the price shown then: its days are added at the end of the period in progress, or start from the payment date if that period has already ended. Such a later order does not reopen this window. The window in Art. 2.3 is contractual; whatever the law grants the consumer for each new contract is not affected by it (Art. 2.4 and Art. 7bis).

Art. 3. After the First 15 Days: No Refunds

3.1. We do not ask you for any waiver. The law provides an exception to the right of withdrawal for digital content:

"the supply of digital content not delivered on a tangible medium, where the supply has begun with the consumer's prior express consent and acknowledgment that they thereby lose their right of withdrawal." (GEO 34/2014 art. 16 letter m)

That exception applies only where the trader asks for the express prior consent and for the acknowledgment. We ask for neither: there is no waiver checkbox when you create the account, and none at the moment of payment. We therefore do not rely on this exception, and we do not claim that you have lost the statutory right (Art. 2.4). The same applies to single-case monitoring without an account (Art. 2.5): we ask you neither for consent to immediate start nor for an acknowledgment that you lose the right of withdrawal.

3.2. Performance starts immediately, and what we grant you is in addition. When you activate a paid subscription on StatusDosar.ro, performance of the service begins immediately upon payment confirmation (continuous access to platform features), and you receive the contractual right to a full refund in the first 15 days after the first payment (Art. 2.3 above). That right does not take the place of any right the law gives you and does not restrict it.

The legal documents you accept when you create the account are recorded as evidence in the consent history of the account, with the date and time, the version of the text accepted, and the technical context of the request; you can export them at any time from your profile (Art. 20 GDPR).

3.3. Outside the 15-day window, no amount is returned. Once the 15 calendar days from your first payment have passed, no amount is returned: neither for that first payment, nor for any renewal, and regardless of how much time has passed or how much of the service you have used. There is no self-service refund in the account. This paragraph is about the contractual right in Art. 2.3; the rights the law grants you directly are not affected by it (Art. 2.4 and Art. 7bis). Renewals are outside the window from the start: the right in Art. 2.3 is attached to the first payment. The same applies to single-case monitoring without an account (Art. 2.5): after the 15 days from the first payment nothing is returned, even where the case is closed before the end of the paid period.

3.4. What you can do instead. You can cancel the subscription at any time, with one click, from your account (Art. 4). Cancelling stops the next charge and keeps your access until the end of the period you have already paid for, you lose nothing you have paid for, and you pay nothing further.

3.5. The rights the law gives you apply on top of this policy and are neither removed nor restricted by it: the right of withdrawal under GEO 34/2014 and the remedies for a service that is not in conformity, under GEO 141/2021, remain yours under the conditions the law sets (Art. 2.4 and Art. 7bis). Beyond them, under this policy, money is returned only in the cases listed below, and in no other: Art. 2.3 (full refund requested within 15 days of the first payment, including for single-case monitoring without an account: Art. 2.5), Art. 5 (proven major service defect), Art. 6.1 (termination initiated by the Provider for reasons not attributable to the subscriber, together with the situations in 6.3 and 6.4, objective and lasting impossibility, and the discontinuation of the service) and Art. 6.2 (you refuse a substantial change we make to the Terms and Conditions and you terminate before it takes effect). In addition to these, and without being restricted by this policy, the refunds expressly provided for in the Platform's Terms and Conditions apply.

Art. 4. Subscription Cancellation (Stop Auto-Renewal)

4.1. The subscriber may cancel the active subscription at any time from the account dashboard at /abonament/upgrade or via the contact form.

4.2. Cancellation deactivates automatic renewal. Access to paid features continues until the natural end of the current billing cycle, that is the last paid day of the monthly period. All plans are billed monthly; we do not offer annual subscriptions (Terms and Conditions, Art. 6.3).

4.3. Cancellation by itself does not generate a refund for the unused portion of the current paid period: payment was made for the entire period in advance, and access continues until the end of that period (Art. 3.3-3.4). Money is returned only where you separately ask for it, in the first 15 days after the first payment, under Art. 2.3, cancelling is not that request, and the request is not made by cancelling.

4.4. After the end of the paid period, the account moves to the free plan (limited features) and can be deleted by the user at any time from /profile.

4.5. Lifecycle of inactive free accounts: a free account with no case attached has an inactivity window of 30 days; a free account with cases has a window of 30 days, which becomes 90 days where a valid means of payment is also attached to it. In every situation, before any measure, the user receives at least 3 e-mail notifications; only afterwards the account may be scheduled for deletion, with prior notice, with the right to ask at any time for an export of the account data (GDPR, Art. 20) from the account, the notice includes the link to that option, and with a 30-day grace period during which the account can be recovered with a single click. Attaching a case or activating a plan resets the window at any time. Details in the Terms and Conditions (Art. 5.5).

4.6. Single-case monitoring without an account. It has no automatic renewal and nothing to cancel: it ends by itself at the end of the paid period, with no further charge. A new period for the same case can be bought at any time, and its days are added at the end of the period in progress. It involves no account, so there is no plan for it to fall back to; if you later create an account with the same e-mail address, the monitoring already paid for remains valid until its end date. The refund request within the first 15 days (Art. 2.5) is made through the contact form, with the e-mail address used at order.

Art. 5. Exception: Major Service Defect

5.1. A refund is granted, by way of exception, only in case of proven major service defect attributable exclusively to the Provider, which makes the platform unusable for an uninterrupted period of more than 7 calendar days during the paid period. The threshold concerns the refund granted under this article; it does not limit the remedies the law gives you for a service that is not in conformity (Art. 3.5).

5.2. "Major service defect" means: complete platform unavailability, loss of subscriber data attributable to the Provider, or unilateral discontinuation of the service by the Provider before the contractual term.

5.3. A failure attributable to the official sources is not a defect of the platform and does not, in itself, entitle you to a refund under this article: the dependency on those sources is stated in the description of the service. What happens where such an unavailability lasts, or becomes final, is settled separately, in Art. 6.3.

5.4. How any refund under this policy is calculated and paid. In the case of this article the refund is calculated proportionally, to the affected period; in the case of Art. 2.3 the amounts paid in that interval are returned in full. The refund is paid within 14 calendar days of acceptance of the request. The Provider communicates its decision on the request within 15 calendar days of receiving it; the refund is then made, by bank transfer, to the account you name in the request (IBAN, account holder, bank), with your express consent to be refunded by transfer, given when you file the request (GEO 34/2014 art. 13(1)). You bear no cost for the transfer. This paragraph applies to every refund granted under this policy.

5.4bis. A correction we start ourselves is not a refund under this policy. Where we return an amount on our own initiative in order to correct an error of ours, a genuine double charge, or the credit resulting from a change of plan, that operation follows a different route: it may return to the card used for the payment, and its arrival depends on the rules of the issuing bank. It is described in the Online Card Payments document, section 8. It does not consume the right in Art. 2.3 and does not require a request from you.

5.5. A request under this article is submitted through the contact form. It helps if you add what you have at hand: the day and the approximate time, a screen capture, the reference of a message exchanged with us, but that is an aid to the analysis, not a condition for the request to be examined: where a service is supplied continuously, showing that it was in conformity is the Provider's task, not yours. A request under Art. 2.3 uses the same form and needs no evidence of a defect, only that it is made within 15 days of the first payment.

Art. 6. Provider-Initiated Termination

6.1. The Provider may terminate a subscription with 30 days' prior notice, for the reasons listed in the Terms and Conditions, Art. 4.6. Where termination comes from the Provider for reasons not attributable to the subscriber, the amount corresponding to the period paid and not used is returned.

6.2. If you refuse a substantial change to the Terms and Conditions. When we substantially change the Terms and Conditions (features, prices, consumer rights), we announce it at least 30 days in advance. If you do not accept the change, you may terminate the contract without penalty by notifying us before the new version takes effect. In that case you receive a proportional refund for the part of the subscription you have not used (Terms and Conditions, Art. 12.2).

6.3. If the service can no longer be performed. Where an official source from which the Platform takes its information becomes unavailable, the features that depend on it are suspended for as long as the cause lasts, and the paid period is extended by the same number of days. Where the impossibility is objective and lasting, the source ceases, or access to it ceases and there is no replacement, the contract terminates by operation of law, and the amount corresponding to the period paid and not performed is returned to you, with no further compensation owed on either side. This applies to subscriptions and, in the same way, to single-case monitoring without an account, where the whole period is paid in advance.

6.4. If the service is discontinued. If the Provider decides to stop the platform, it announces this at least 60 days in advance to the Users concerned, takes no further payment from the date of the announcement, and returns the amount corresponding to the period paid and not performed. Until the date stated in the announcement you can download your data, free of charge, under the Terms and Conditions, Art. 17.

Art. 7. Disputes and Out-of-Court Resolution

7.1. A dispute about a refund or a cancellation is first taken up amicably, through the contact form; the Provider answers within the deadlines in the Complaints Policy. This step is not a condition: it does not stop you from turning, at any time, to the authority, to an ADR entity or to the court.

7.2. Whether or not that step is taken, the following remain open to the consumer:

• The alternative dispute resolution structure within the National Authority for Consumer Protection (SAL), Bulevardul Aviatorilor no. 72, Sector 1, Bucharest, web page anpc.ro/ce-este-sal, under GO no. 38/2015
• The list of ADR entities accredited in the European Union, published by the European Commission at consumer-redress.ec.europa.eu
• The National Authority for Consumer Protection (ANPC): anpc.ro
• The court of the consumer's own domicile

7.3. See also Complaints Policy for the formal complaint procedure.

Art. 7bis. Standard Withdrawal Form (Annex B GEO 34/2014)

7bis.1. Pursuant to Article 9 GEO 34/2014, this standard form is made available to consumers. We do not ask you to waive the right of withdrawal (Art. 3.1), so the form remains available to you under the conditions the law sets. Sending it is not the request described in Art. 2.3, and the request in Art. 2.3 is not made by sending it, see 7bis.2.

7bis.2. Do not confuse the two routes. The form below belongs to the statutory right of withdrawal, under the conditions and within the deadlines the law provides. The refund described in Art. 2.3 is a different route: it is contractual, and it is requested within 15 days of the first payment through the contact form by choosing the "Refund" request type, not by sending this form.

Send the completed form through the contact form, by e-mail or by post to the address above. Any other unequivocal statement to the same effect is equally valid. The deadlines for confirming and for answering are the ones in the Complaints Policy.

Art. 8. Policy Changes

8.1. The Provider may amend this policy with 30 days' prior notice, sent by e-mail to active subscribers. If you do not accept the new version, you may terminate the contract without penalty before it takes effect, and you receive back the amount corresponding to the period paid and not used (Art. 6.2). Continuing to use the service after the effective date means the changes are accepted. An amendment does not apply to a refund request already submitted: that one is settled under the version in force when it was submitted.

Art. 9. Payment processor and refund mechanics

How a card payment is made, and how the money comes back once a refund is approved, is described in the dedicated document Online Card Payments. Card payments are processed exclusively through LibraPay, and the name appears as such on your bank statement.