1. DEFINITIONS AND TERMS

ZENI SOF – FZCO – is the commercial name of ZENI SOF - FZCO, a legal entity registered in the United Arab Emirates, having its registered office at DSCO-IFZA, IFZA Properties, Dubai, Dubai, Oasis Silicon, and holding Tax Registration Number 104287909600001.

Seller – Refers to ZENI SOF – FZCO or any partner from the ZENI SOF Marketplace.

Buyer – Any natural person over the age of 16, or any legal entity or juridical entity that creates an Account on the Site and places an Order.

Client – Any natural person over the age of 16, or any legal entity that has or obtains access to the CONTENT through any means of communication provided by ZENI SOF – FZCO (electronic, telephonic, etc.) or based on an existing usage agreement between ZENI SOF – FZCO and the client, which requires the creation and use of an Account.

User – Any natural person over the age of 16, or any legal entity registered on the Site who, by completing the Account creation process, agrees to the specific clauses of the site as set forth in these Terms and Conditions.

Account – The section on the Site composed of an email address and a password that allows the Buyer to transmit an Order and contains information about the Client/Buyer and the Buyer’s history on the Site (Orders, tax invoices, etc.). The User is responsible for ensuring that all information provided at the time of Account creation is correct, complete, and up-to-date.

Favorites – A section within the Account that allows the Buyer/User to create lists of Goods and Services they wish to monitor for a potential purchase by using the tracking service provided by the Seller via Commercial Communications.

My Cart – A section within the Account that allows the Buyer/User to add Goods or Services that they wish to purchase immediately or at a later time; if the Goods or Services are not purchased immediately by placing an Order, the Buyer/User will benefit from the Seller’s tracking service through Commercial Communications.

Site – The online store hosted at https://zenisof.com/ and its subdomains.

Order – An electronic document that serves as a means of communication between the Seller and the Buyer, through which the Buyer expresses their intention to purchase Goods and Services from the Site.

Goods and Services – Any product or service listed on the Site, including those mentioned in an Order, which are to be provided by the Seller to the Buyer as a result of the concluded Contract.

Campaign – The commercial act of displaying a finite number of Goods and/or Services with a limited and predefined stock for a limited period of time set by the Seller.

Contract – The distance contract concluded between the Seller and the Buyer without the simultaneous physical presence of both parties.

Content – Represents:

  • All information on the Site that can be visited, viewed, or otherwise accessed using electronic equipment;
  • The content of any email sent by the Seller to Buyers by electronic means and/or any other available communication method;
  • Any information communicated by any employee or collaborator of the Seller to the Buyer, as specified (or not) in the contact details provided;
  • Information regarding the Goods and/or Services and/or the tariffs applied by the Seller during a given period;
  • Information regarding the Goods and/or Services and/or the tariffs applied by any third party with which the Seller has entered into partnership agreements during a given period;
  • Data related to the Seller or other privileged information thereof.

Product Review – A written evaluation provided by the owner or beneficiary of a Good or Service, drafted based on personal experience and the evaluator’s ability to provide qualitative comments regarding whether the Good or Service complies with the manufacturer’s specifications.

Rating – A method for expressing the degree of satisfaction of a User/Client/Buyer regarding a product. The Rating is expressed in the form of stars, with each Good receiving a score from one to five stars. This satisfaction level is always associated with the written review provided by the User/Client/Buyer regarding a Good or Service.

Document – These present Terms and Conditions.

Commercial Communications – Any type of message sent (e.g., email, SMS, phone call, mobile push, web push, etc.) containing general and thematic information, information regarding similar or complementary products to those purchased, details about offers or promotions of ZENI SOF – FZCO, information regarding Goods and Services added in the “My Cart” or “Favorites” sections of the Account, as well as other commercial communications such as market research and opinion surveys.

Transaction – The receipt or reimbursement of an amount resulting from the sale of a Good and/or Service by ZENI SOF – FZCO to the Buyer, using the services of the card processor agreed upon by the Seller, regardless of the delivery method.

Specifications – All specifications and/or descriptions of Goods and Services as stated in their listing.

“Discounted Price” – Refers to the reference price, namely the lowest price practiced by the Seller for at least the last 30 days before the discount is applied to the Good. According to the law, the Discounted Price may also be maintained in the case of a successive, gradual discount. The Discounted Price is valid only while the available stock of the Good/Service lasts.

“Sale Price” – The price claimed and requested by the Seller from the Buyer/Client/User for a Good, displayed accordingly on the product page of the Site. The Seller may clearly display, in a visible manner, the value difference between the Sale Price and the reference price and/or the percentage or numerical difference between the Sale Price and the Discounted Price. The Sale Price is valid only while the available stock of the Good/Service lasts.

2. CONTRACTUAL DOCUMENTS

2.1. By registering an Order on the Site, the Buyer agrees to the method of communication (telephone or email) through which the Seller conducts its commercial operations.

2.2. The notification received by the Buyer after placing the Order serves solely as information and does not constitute acceptance of the Order. This notification is sent electronically (via email) or by phone.

2.3. For justified reasons, the Seller reserves the right to modify the quantity of Goods and/or Services in an Order. If the Seller modifies the quantity, they will notify the Buyer at the email address or phone number provided when placing the Order and, if applicable, refund the amount paid by the Buyer corresponding to the undeliverable Goods.

2.4. The Contract is deemed concluded between the Seller and the Buyer at the moment the Buyer receives, via email and/or SMS, the shipping notification of the Order from the Seller.

2.5. The Document and the information provided by the Seller on the Site shall form the basis of the Contract, supplemented by the warranty certificate issued by the Seller or its supplier for the purchased Goods.

3. ONLINE SALES POLICY

3.1. Access to place an Order is granted to any User/Buyer. For justified reasons, ZENI SOF – FZCO reserves the right to restrict the access of a User/Buyer to placing an Order and/or to some of the accepted payment methods, if it considers that, based on the conduct or activity of the User/Buyer on the Site, their actions might in any way harm ZENI SOF – FZCO. In any such case, the User/Buyer may contact the Customer Relations Department of ZENI SOF – FZCO to be informed of the reasons behind these measures.

3.2. Communication with the Seller may be carried out through direct interaction with the Seller or via the contact addresses provided in the “Contact” section of the Site. The Seller is free to manage the received information without having to justify such management.

3.3. In the event of an unusually high volume of traffic originating from a specific network, ZENI SOF – FZCO reserves the right to require Users/Buyers to manually enter captcha validation codes in order to protect the information on the Site.

3.4. ZENI SOF – FZCO may publish on the Site information about Goods and/or Services and/or promotions practiced by itself or any third party with whom ZENI SOF – FZCO has entered into partnership contracts, for a certain period or while the available stock lasts.

3.5. All prices for Goods and/or Services displayed on the Site are expressed in the local currency and include VAT, as per the applicable legislation.

3.6. In the case of online payments, the Seller is not, and cannot be held, responsible for any additional costs incurred by the Buyer, including but not limited to currency conversion fees applied by the card-issuing bank if the card’s currency differs from the local currency. Such costs are the sole responsibility of the Buyer.

3.7. All information used to describe the Goods and/or Services available on the Site (static/dynamic images, multimedia presentations, etc.) is for presentation purposes only and does not constitute a contractual obligation on the part of the Seller.

3.8. Fourteen (14) days after the purchase of a Good or Service, the Buyer will be requested to submit a Review related to the purchased Good or Service. This request will be sent to the email address registered by the Buyer in their Account. In this way, the Buyer contributes to informing other potential Users/Clients/Buyers on the Site and actively participates in the development of new Services and in providing as complete a description as possible of the Goods’ features.

4. ASSIGNMENT AND SUBCONTRACTING

4.1. The Seller may assign and/or subcontract a third party to provide services related to fulfilling an Order, with notification to the Buyer; the Buyer’s consent is not required. The Seller shall always remain responsible to the Buyer for all contractual obligations.

5. INTELLECTUAL AND INDUSTRIAL PROPERTY RIGHTS

5.1. The Content, as defined in the preamble – including but not limited to logos, stylized representations, trade symbols, static images, dynamic images, text, and/or multimedia content displayed on the Site – is the exclusive property of ZENI SOF – FZCO. All rights, whether obtained directly or indirectly (via usage and/or publication licenses), are reserved.

5.2. The Client/Buyer/User is not permitted to copy, distribute, publish, transfer to third parties, modify, or otherwise alter, use, incorporate, display, include in any other context than that originally intended by ZENI SOF – FZCO, remove copyright marks, or engage in the transfer, sale, or distribution of materials produced by reproducing, modifying, or displaying the Content without the express written consent of ZENI SOF – FZCO.

5.3. Any Content to which the Client/Buyer/User has or obtains access by any means is subject to the terms of this Document, unless the Content is accompanied by a specific and valid usage agreement between ZENI SOF – FZCO and the User. In all cases, no implicit or explicit warranty regarding such Content is provided by ZENI SOF – FZCO.

5.4. The Client/Buyer/User may copy, transfer, and/or use the Content only for personal or non-commercial purposes, provided that such use does not conflict with the provisions of this Document.

5.5. If ZENI SOF – FZCO grants the Client/Buyer/User the right to use specific Content under a separate usage agreement, that right is limited solely to the Content defined in that agreement, only for the duration during which the Content is available on the Site or for the period defined in the agreement, under the defined conditions, and does not constitute a contractual commitment by ZENI SOF – FZCO towards that Client/Buyer/User or any other third party who has access to such transferred Content, whether during or after the expiration of the usage agreement.

5.6. No Content transmitted to the Client, User, or Buyer by any means of communication (electronic, telephone, etc.) or obtained by accessing, visiting, or viewing the Site constitutes a contractual obligation on the part of ZENI SOF – FZCO or its employee/representative who mediated the transfer of the Content, if any exists.

5.7. Any use of the Content for purposes other than those expressly permitted by this Document or an accompanying usage agreement is prohibited.

6. ORDER

6.1. The Client/Buyer may place Orders on the Site by adding desired Goods and/or Services to the shopping cart, and then finalizing the Order by making payment using one of the explicitly indicated methods. Once a Good and/or Service is added to the shopping cart, it remains available for purchase as long as stock is available. Adding a Good/Service to the shopping cart without finalizing the Order does not automatically register an Order or reserve the Good/Service.

6.2. By finalizing the Order, the Buyer confirms that all information provided necessary for the purchase process is correct, complete, and true as of the date the Order is placed.

6.3. By finalizing the Order, the Buyer consents that the Seller may contact them, by any available method agreed upon by the Seller, in any situation where it is necessary to reach the Buyer.

6.4. The Seller may cancel an Order placed by the Buyer, after prior notification to the Buyer, without any further obligation from either party or the possibility of either party claiming damages in the following cases:

  • 6.4.1. If the Buyer's card-issuing bank does not accept the transaction in the case of online payment;
  • 6.4.2. If the transaction is invalidated by the card processor approved by ZENI SOF – FZCO in the case of online payment;
  • 6.4.3. If the information provided by the Client/Buyer on the Site is incomplete and/or incorrect.

6.5. The Buyer has the right to withdraw from the Contract, meaning to return a Good or cancel a Service, within 14 calendar days without giving any reason and without incurring any costs other than the delivery fees. Thus, in accordance with Emergency Ordinance No. 34/2014, the return period for a Good or cancellation of a Service expires 14 days from the date of delivery to the Buyer or to a third party (other than the carrier) indicated by the Buyer. Returns of products sent after this period will not be accepted.

6.6. In the event the Buyer decides to withdraw from the Contract, they may return the product by completing the Return Form displayed on the Site under the “My Account -> My Returns” section.

6.7. Should the Client/Buyer request withdrawal from the Contract within the legal withdrawal period, any accompanying gifts provided with the product must also be returned. The refund process will take 14 days from receipt and verification of the product(s) conformity at the warehouse. The refund will be processed as follows:

  • 6.7.1. For Orders paid by bank card – via a refund to the originating account or by generating a voucher equivalent to the returned product’s value;
  • 6.7.2. For Orders paid by bank transfer or similar methods – via a bank transfer or by generating a voucher equivalent to the returned product’s value;
  • 6.7.3. For Orders paid by cash on delivery – via a refund to the bank account provided by the client or by generating a voucher equivalent to the returned product’s value.

6.8. The Seller may postpone the refund until the Goods sold are received back or until proof is provided that they have been dispatched (taking the most recent date).

6.9. Goods not eligible for return include:

  • 6.9.1. Products that have been unsealed after delivery/purchase, which cannot be resold or returned for hygiene or health protection reasons (for example: personal care products, makeup, perfumes, etc.);
  • 6.9.2. Products that show physical alterations, impacts, scratches, mechanical shocks, etc.;
  • 6.9.3. Products manufactured according to the Buyer’s specifications or clearly personalized. Failure to meet these conditions prevents ZENI SOF – FZCO from processing a return/withdrawal request.

6.10. In the event a Good and/or Service ordered by the Buyer cannot be delivered by the Seller, the Seller will inform the Client/Buyer accordingly and refund the Buyer’s amount for the undelivered Good and/or Service within a maximum of seven (7) days from either the date the Seller became aware of the issue or from the date the Buyer expressly indicated the intent to cancel the Contract.

7. GOODS/SERVICES FOR WHICH THE RIGHT OF WITHDRAWAL DOES NOT APPLY

7.1. The following are exempt from the right of withdrawal from the Contract:

  • 7.1.1. The supply of Goods manufactured according to the Buyer’s specifications or clearly personalized;
  • 7.1.2. The supply of Goods that are likely to deteriorate or expire quickly;
  • 7.1.3. The supply of sealed Goods that cannot be returned for health protection or hygiene reasons and that have been unsealed by the Buyer.

8. CONFIDENTIALITY

8.1. ZENI SOF – FZCO will maintain the confidentiality of any information provided, regardless of its nature. Disclosure of the provided information shall only occur under the conditions stated in this Document.

8.2. No public statement, promotion, press release, or any other form of disclosure to third parties may be made by the Client/Buyer regarding the Order/Contract without the prior written consent of the Seller.

8.3. By transmitting information or materials via the Site, you grant the Seller unrestricted and irrevocable access to use, reproduce, display, modify, transmit, and distribute such materials or information. You also agree that the Seller may freely use, in its own interest, these ideas, concepts, know-how, or techniques transmitted through the Site. ZENI SOF – FZCO shall not be bound by any confidentiality obligations regarding the transmitted information unless otherwise specified by applicable law.

9. COMMERCIAL COMMUNICATIONS

9.1. The Buyer/User/Client may modify at any time their consent for the Seller to send Commercial Communications containing general and thematic information, including details about offers or promotions, as follows:

  • 9.1.1. By modifying the settings in the Account under the “Profile” section;
  • 9.1.2. By accessing the unsubscribe link displayed in the Commercial Communications received from the Seller; or
  • 9.1.3. By contacting the Seller directly.

9.2. By adding Goods or Services to the “My Cart” section of the Account, the Seller will send the Buyer/User Commercial Communications regarding:

  • Changes in the price of the Goods or Services added to “My Cart”;
  • Recommendations for Goods or Services similar to those added in “My Cart”;
  • Availability of the Goods or Services in “My Cart”; and
  • Stock availability of the Goods or Services in “My Cart.”

Likewise, in the “Favorites” section, the Seller will send the Buyer/User Commercial Communications regarding:

  • Changes in the price of the Goods or Services added to “Favorites”;
  • Recommendations for Goods or Services similar to those added in “Favorites”; and
  • Stock availability of the Goods or Services in “Favorites.”

9.3. Following the purchase of a Good or Service, the Seller will send the Buyer/User Commercial Communications regarding:

  • Suggestions for Goods or Services recommended to be used in conjunction with the purchased Good or Service.

9.4. The Client/User may unsubscribe from the Commercial Communications mentioned in point 9.3 at any time by accessing the unsubscribe link provided in the messages from ZENI SOF – FZCO or by contacting ZENI SOF – FZCO directly.

9.5. Additionally, to improve the offer of Goods and Services and the overall shopping experience, your data may be used for market research and opinion surveys. Information obtained from such research and surveys will not be used for advertising purposes but solely for the aforementioned purposes. Your responses will not be associated with your identity, transmitted to third parties, or published. You may object to the use of your data for market research and surveys at any time by using the unsubscribe link provided in the message or by contacting ZENI SOF – FZCO.

10. BILLING – PAYMENT

10.1. The prices for Goods and Services displayed on the Site include VAT as per applicable legislation.

10.2. The price, payment method, and payment terms are specified in each Order. The Seller will issue an invoice to the Buyer for the delivered Goods and Services; the Buyer is obliged to provide all information necessary for the invoice issuance in accordance with applicable legislation.

10.3. The Seller will send the Buyer the invoice related to the Order—including Goods and/or Services sold by ZENI SOF – FZCO and any other payments related to the Order—in electronic format by adding the invoice to the Buyer’s Account, via email to the address provided in the Account, or in physical form in the parcel.

10.4. For proper communication of the invoice related to the Order, the Buyer is responsible for updating their Account information as needed and for accessing the information and documents related to each Order available in their Account.

10.5. By using this communication method, the Buyer, by accessing their Account, will have a record of invoices issued by ZENI SOF – FZCO, which can be saved and archived in any manner desired.

10.6. By placing the Order, the Buyer consents to receiving invoices in electronic format, either by their addition to the Account, via email at the address provided in the Account, or in physical format in the parcel.

10.7. If this information is unavailable for more than 48 hours in the Account, please notify us at: [email protected] .

10.8. The Site uses the VTEX Payments Gateway service for card payments. This service is certified to process sensitive card information, which is transferred only in a secure environment where the services and partners have a signed AOC from a QSA company. The security measures required to comply with PCI DSS include, but are not limited to, the use of a firewall, encryption of cardholder data transmission, updated antivirus software, access restriction with authentication to cardholder data, and monitoring of all network resource access. More information about PCI DSS requirements can be found in the PCI DSS Quick Reference Guide. (Links provided in the original document remain available for reference.)

10.9. For transaction security reasons, the User/Buyer is advised not to remain logged in on the Site or set up auto-login on mobile devices. Disclosure of the Account password is prohibited and it is recommended to use a strong password (for example, one containing at least eight characters, including uppercase letters, lowercase letters, numbers, and special characters).

11. DELIVERY OF GOODS

11.1. The delivery conditions for the Goods and Services sold by ZENI SOF – FZCO are described in the “Order Delivery” section available at:
https://zenisof.com/refund-policy/

11.2. The Seller will ensure proper packaging of the Goods and will provide accompanying documents.

12. TRANSFER OF OWNERSHIP OF GOODS

12.1. Ownership of the Goods will be transferred upon delivery after the Buyer has completed payment at the location specified in the Order (delivery is understood as the signing of the delivery document provided by the courier or the signing of the tax invoice in the case of deliveries carried out by the Seller’s personnel).

13. LIABILITY

13.1. The Seller cannot be held liable for any damages of any kind that the Buyer or any third party may suffer as a result of the Seller’s performance of any of its obligations under the Order, including damages resulting from the use of the Goods and Services after delivery, particularly loss thereof.

13.2. By creating and using the Account, the User/Buyer assumes responsibility for maintaining the confidentiality of the Account data (username and password) and for managing access to the Account. To the extent permitted by applicable law, the User is responsible for any activity conducted through their Account.

13.3. By creating an Account and/or using the Content and/or placing Orders, the Client/User/Buyer expressly and unequivocally accepts the latest updated version of the Site’s Terms and Conditions as communicated on the Site, as in effect at the time of Account creation and/or Content usage and/or Order placement.

13.4. The Seller reserves the right to update and modify the Site’s Terms and Conditions periodically to reflect any changes in the Site’s operation or legal requirements. This Document shall be binding on Clients/Users/Buyers from the moment it is displayed on the Site. In the event of any such modifications, the modified version will be displayed on the Site, and you are advised to periodically review its contents.

14. WRITING REVIEWS, COMMENTS, QUESTIONS, AND ANSWERS

14.1. Reviews may be written by Users/Clients/Buyers in the “Product Reviews” section. The information provided may be either positive or negative and should refer solely to the characteristics and usage of a specific product or service.

14.2. Upon submitting a Review on the Site, the User/Client/Buyer grants the Seller a non-exclusive, perpetual, irrevocable, and unlimited territorial license to use, reproduce, modify, adapt, publish, translate, distribute, and display the content.

14.3. Each User/Client/Buyer, when submitting a Review, undertakes to abide by the following rules:

  • 14.3.1. To refer only to the characteristics and/or usage of a specific product or service, avoiding information on aspects subject to change (such as price or promotional offers) or details related to the Order process;
  • 14.3.2. To use only the Romanian language. Words or expressions not originally Romanian but widely used in the relevant field (e.g., mouse, notebook, plug and play) are permitted;
  • 14.3.3. To use appropriate, inoffensive language without terms that could insult or affect any other User/Client/Buyer;
  • 14.3.4. To ensure that the information they provide is realistic, correct, unbiased, and in accordance with applicable laws, including respecting the rights of others (copyright, trademarks, licenses, or other property, publicity, or privacy rights);
  • 14.3.5. To use this facility solely for communicating additional details regarding a specific product or service on the Site, without referring to other companies that promote the sale and purchase of products or services;
  • 14.3.6. Not to provide or request in any manner personal data (contact details, delivery or home address information, telephone numbers, email addresses, full names, etc.) or any other information that may lead to the disclosure of such personal data;
  • 14.3.7. Not to include information and/or details about URLs (links) from other commercial sites engaged in the same business activity as the Seller;
  • 14.3.8. Not to attempt to defraud the services provided by the Seller or to submit Reviews containing advertising material;
  • 14.3.9. Not to use the Review as a means of direct communication with the Seller; for this purpose, the contact details provided on the Site must be used.

14.4. In addition to a realistic critical evaluation, when submitting a Review, the User/Client/Buyer will also provide a relevant Rating for the respective product or service. The Reviews, along with their corresponding Ratings, will influence the overall Rating of the product or service, a number which appears in parentheses next to its title. A Review accompanied by a high Rating increases the overall Rating, while a low Rating decreases it.

14.5. If the Seller repeatedly finds that the Terms and Conditions are being violated, the Seller reserves the right to suspend the ability of the User/Client/Buyer to submit Reviews.

Any issues or complaints related to the Good and/or Service purchased by Buyers cannot be the subject of a Review; instead, the Buyer must adhere to the provisions of Chapter 19 (not reproduced here) to ensure rapid and amicable resolution of such issues/complaints.

14.7. Reviews will be displayed in the following manner:

  • “Name accompanied by ‘Verified Buyer’” – indicates the Review is published by a Buyer who has purchased the Good/Service through the ZENI SOF – FZCO platform.
  • “Name only” – indicates the Review is published by a User who has not purchased the Good/Service through the ZENI SOF – FZCO platform or for whom ZENI SOF – FZCO does not have purchase information.

15. PROCESSING OF PERSONAL DATA

15.1. The Privacy Policy regarding the processing of personal data, which forms an integral part of this Document, is available on the page:
https://zenisof.com/privacy-policy/

16. USE OF COOKIES

16.1. The Cookies Policy, which is an integral part of this Document, is available on the page:
https://zenisof.com/cookie-policy/

17. FORCE MAJEURE

17.1. Neither party shall be liable for failure to perform its contractual obligations if such failure is due, in whole or in part, to an event of force majeure. Force majeure is defined as an unforeseen event beyond the control of the parties that cannot be avoided.

17.2. If within 15 (fifteen) days from the occurrence of such an event it does not cease, either party shall have the right to notify the other party of the immediate termination of the Contract, without either party being entitled to claim further damages.

18. GOVERNING LAW – JURISDICTION. COMPLAINTS AND DISPUTE RESOLUTION. ALTERNATIVE DISPUTE RESOLUTION (ADR/ODR)

18.1. This Document is governed by the laws of Romania. In the event of any disputes between the Seller and Users/Buyers, an amicable resolution shall first be attempted. This chapter and the following procedure serve as evidence of the Seller’s willingness to resolve any complaints/disputes rapidly, efficiently, amicably, and alternatively out of court, using all applicable legal mechanisms available in Romania.

18.2. Thus, for any complaints or issues related to the Good and/or Service purchased, Buyers may at any time submit their complaint using the contact form available on the Site at:
https://zenisof.com/contact/
The maximum term for the Seller to resolve complaints or issues is 30 calendar days from the date of receipt.

In the event that Buyers:

  • Do not receive a response within 30 days from the Seller; or
  • Receive a response after this period; or
  • Are dissatisfied with the way the complaint/issue was handled by the Seller; they may resort to the alternative dispute resolution procedures (ADR/ODR) described below and subsequently to the competent judicial authorities pursuant to art. 18.7 of this Document.

18.3. ADR represents an alternative mechanism to the judicial system whereby consumers are offered the possibility of resolving potential disputes related to the purchase of a Good and/or Service in an independent, impartial, transparent, rapid, and equitable manner. Consumers will voluntarily submit complaints against traders for resolution.

18.4. For alternative dispute resolution, the Buyer may submit their complaint in writing directly to the Alternative Dispute Resolution Authority of the National Authority for Consumer Protection at the following contact details:
Address: DSCO-IFZA, IFZA Properties, Dubai Dubai, Dubai, Oasis Silicon
Phone: (+40) 768 693 657
Fax: (+40) 768 693 657
Email: [email protected]
The Alternative Dispute Resolution Authority of the National Authority for Consumer Protection is competent to resolve both national and cross-border disputes arising from sales or service contracts concluded with a trader operating in Romania and included in the European ADR entity list, available at: https://ec.europa.eu/consumers/odr/main/?event=main.adr.show2.

18.5. In view of the provisions of Regulation (EU) No. 524/2013 on online dispute resolution for consumer disputes and the amendments to Regulation (EC) No. 2006/2004 and Directive 2009/22/EC, the User/Buyer has the option to resolve any disputes extrajudicially by using the European online dispute resolution platform (ODR platform), a digital tool created by the European Commission to facilitate an independent, impartial, transparent, efficient, rapid, and equitable extrajudicial resolution of disputes arising from contractual obligations resulting from online sales or service contracts between a consumer residing in the European Union and a trader established in the European Union. The ODR platform is accessible via the “Online Dispute Resolution” section on the Site.

18.6. ADR and ODR do not represent two different mechanisms for resolving complaints/disputes. The Buyer understands that alternative dispute resolution and online dispute resolution exist as a single mechanism with an identical purpose, object, and finality. The distinction between ADR and ODR is solely based on the method of submission – with ADR referring to a traditional written complaint (via email or post), whereas ODR involves completing an online form on a digital platform.

18.7. If an amicable or alternative resolution of the complaints/disputes is not possible, or if no mutual consensus is reached, the disputes shall be submitted to the competent Romanian courts in the Municipality of Bucharest.