Refund and Withdrawal Policy

Arvis Loft is a digital service, not a physical product, so this is not about returning items, but about your right of withdrawal, about refunds, and about what happens when the service is not what we promised.

This document applies to the paid plans (Standard and Pro) and to scan top-ups. The Free plan involves no payment, so there is nothing to refund; you can leave it at any time by closing your account.

1. Summary in three lines

• You have 14 days to change your mind after buying, without giving reasons.
• If you asked us to start the service immediately and you used it, we refund in proportion to what you did not consume.
• If the service does not work as it should, you have separate remedies that do not depend on the 14 days.

2. The 14-day right of withdrawal

As a consumer, you have the right to withdraw from the contract within 14 calendar days, without giving any reason and without penalty (Art. 9 of OUG 34/2014, Romania's distance contracts law). The period runs from the conclusion of the contract, that is from payment confirmation.

The right applies to each new purchase: your first subscription, an upgrade to a higher plan, and each separately purchased scan top-up. Automatic renewal of the same subscription does not open a new 14-day period, because it is not a new contract; instead you can stop it at any time beforehand, in Settings → Billing.

3. What we ask you at purchase, and why it matters

For digital services the law provides a particularity (Art. 16(m) of OUG 34/2014): if performance begins during the 14 days, you lose the right of withdrawal, but only if you gave us beforehand, explicitly, two distinct things:

1. your express consent for the service to begin immediately, before the period expires; and
2. your acknowledgement that, once the service has been fully performed, you lose the right of withdrawal.

We ask for these at checkout, through a separate tick box, before sending you to payment, and we keep the record. We do not use pre-ticked boxes. The tick is required in order to buy, because a subscription unlocks access immediately; if you do not agree, do not complete the payment and write to us at office@arvis.ro.

Ticking does not mean you lose everything. The loss of the right operates for the service already performed. For a subscription that runs over time, if you withdraw within the first 14 days we retain only the value of the period actually used, in proportion to the total price, and refund the rest. We charge no withdrawal fees.

4. How to withdraw

The simplest way is from inside the app: Settings → Billing → "Request withdrawal from the contract". One click, and we record the request and e-mail you the confirmation straight away.

If you prefer, send us a clear statement at office@arvis.ro, from your account's e-mail address, or use the form below. We confirm receipt by e-mail, without delay, whichever route you choose.

You are not obliged to use the form: any unequivocal statement is valid.

Model withdrawal form

To COMEXIM ELECTRONIX SRL, Suceava, Str. Tineretului nr. 2, bl. 33, sc. A, ap. 4, Suceava County, Romania, office@arvis.ro

I hereby give notice of my withdrawal from the contract for the supply of the following service: ..............................

Ordered on: .............................. Consumer's name: .............................. Consumer's address: .............................. Account e-mail: .............................. Date: .............................. (signature only if this form is sent on paper)

5. The refund

We refund the amounts due within 14 days of the date you informed us of the withdrawal (Art. 13 of OUG 34/2014), using the same payment method you used, at no additional cost to you.

The refund is made in the currency you were charged in — currently euro. If your bank converted to lei, the amount you get back may differ slightly because of the exchange rate and any bank charges, which are outside our control.

6. Cancellation (not the same as withdrawal)

Cancellation and withdrawal are not the same thing:

• Withdrawal is the statutory 14-day right from purchase and leads to a refund.
• Cancellation you can do at any time, in Settings → Billing. It stops automatic renewal. You keep paid access until the end of the period already paid for, after which the account moves to the Free plan. Cancellation does not, by itself, lead to a refund of the current period.

We do not ask for reasons, we do not put obstacles in your way, and we do not call you to change your mind. Cancellation happens in the same place you bought, in a few clicks.

7. Scan top-ups

Scan top-ups are one-off payments that add a number of scans. The same 14 days and the same tick box from section 3 apply.

If you withdraw and have already used some of the scans, we retain the value of those consumed and refund the rest. If you have used none, the refund is in full.

8. When the service is not in conformity

Separately from the right of withdrawal, you have rights if the paid service is not in conformity with what we promised (OUG 141/2021, which transposes Directive (EU) 2019/770). These rights are not limited to 14 days: they apply for the whole period during which we are obliged to supply the service.

If the service is not in conformity, you may request, in order:

1. bringing it into conformity, within a reasonable time from your report and at no cost to you;
2. if we do not succeed, or the non-conformity persists, or it is serious enough: a proportionate price reduction or termination of the contract, with a corresponding refund.

We do not ask you to prove anything technical: it is on us to demonstrate conformity for the statutory period. Write to office@arvis.ro with a description of the problem.

If we fail to supply the service at all, you may call on us to do so; if we still fail without undue delay, you may terminate the contract immediately.

9. Refunds when we change or stop the service

• If we change the service in a way that negatively affects your access other than to a minor extent, you have the right to terminate within 30 days, with a refund of the amount paid and not consumed (section 15 of the Terms).
• If we permanently discontinue the service, we notify you at least 90 days in advance and automatically refund, pro rata, the part of the paid period not consumed, without you having to ask (section 16 of the Terms).
• If we raise the price, we notify you at least 30 days in advance and you can cancel before renewal, at no cost.

10. When we do not refund

So that it is clear in both directions, we do not refund:

• the subscription period already consumed, outside the situations in sections 8 and 9;
• amounts relating to an account we closed for a serious breach of the Terms (section 17 of the Terms), unless the measure proves wrong following your challenge, in which case we refund in full;
• exchange-rate differences and your own bank's charges.

These limitations do not affect the rights the law reserves to you.

11. Voluntary commercial guarantee

We may offer, above the legal minimum, a "money-back" style guarantee. Such a guarantee adds to your statutory rights and never restricts them. The specific conditions, if we offer one, will be clearly displayed at the time of the offer.

12. Dispute resolution

Write to us first at office@arvis.ro. We answer any complaint within 30 days at the latest and try to find an amicable solution.

If we do not reach agreement, you may turn to:

• ANPC (Romania's National Authority for Consumer Protection): anpc.ro
• SAL (Alternative Dispute Resolution), through the ANPC platform: reclamatiisal.anpc.ro

The European ODR platform was shut down on 20 July 2025 by Regulation (EU) 2024/3228 and can no longer be used.

As a consumer, you may also bring proceedings before the court of your own domicile.

See also the Terms and Conditions for the general rules of the service.

Questions? Write to us at office@arvis.ro or on WhatsApp at +40 741 250 134.