Withdrawal, cancellation and refund policy

1. Accommodation bookings are excluded

This policy does not apply to guest payments for accommodation, deposits, cancellations or property services. Those fall under the host–guest contract and host policy. Even where Bookfilo facilitates online payment through the host’s connected provider, this policy does not determine stay refund rights. Contact the host about the accommodation refund and Bookfilo about technical payment-flow issues, without limiting guest statutory rights.

2. Cancelling renewal is not a refund

Hosts may stop automatic renewal through their account or the Stripe portal. Unless the cancellation summary says otherwise, the subscription remains active until the end of the paid period and no further charge is made. Deleting a property or account may cancel access and the subscription but does not automatically make the used period refundable.

Outside the statutory withdrawal right and the cases in section 5, partially used periods, voluntary non-use, reduced traffic or a changed commercial decision do not entitle you to a pro-rata refund.

3. Individual consumers — right of withdrawal

If you purchased the subscription as a natural person outside your professional activity, you generally have 14 days from conclusion of the distance contract to withdraw without giving a reason, under Romanian Emergency Ordinance 34/2014.

If you expressly requested immediate activation during the withdrawal period, Bookfilo may retain an amount proportionate to the service supplied before withdrawal was communicated. If the service was fully performed following the express request and confirmation required by law, the withdrawal right may end. If the legal formalities for immediate commencement were not obtained, we will not apply a presumed waiver.

Nothing in this policy reduces any statutory guarantee concerning conformity of the digital service.

4. Professional customers

Accounts purchasing for business activity, including companies, sole traders and professionals, do not receive the statutory withdrawal right reserved for consumers unless the law provides otherwise. They may cancel future renewal without an automatic refund of the current period.

5. When we grant refunds

We fully refund a confirmed duplicate or unauthorised charge, a billing error attributable to Bookfilo or a sum collected after the effective cancellation date, unless another obligation is due.

For a substantial outage attributable to Bookfilo that makes paid functions unusable for a meaningful period, we may offer, as appropriate and without limiting statutory remedies, an extension, credit or proportionate refund. Announced maintenance, brief incidents and problems with the customer’s device or internet provider do not automatically justify a refund.

We may approve goodwill refunds in exceptional circumstances; these do not create a precedent or obligation in other cases.

6. How to submit a request

Send your request to [email protected] from your account email address, providing your name, property, invoice/payment, date, amount and reason. For withdrawal, an unambiguous statement sent before the deadline is sufficient; you may also use the statutory model form, but this is not mandatory.

We may request reasonable information for identification and fraud prevention, but never the full card number or CVC. We acknowledge receipt and communicate the outcome without unjustified delay.

7. Refund payment

Amounts due following withdrawal are returned within the statutory period, normally no later than 14 days after notification, using the same payment method unless you expressly accepted another method without costs. Stripe and the bank may have their own posting times after initiation.

A refund cannot exceed the amount actually collected. Discounts are reflected in the amount paid; exchange-rate differences or fees imposed independently by the user’s bank are outside Bookfilo’s control, without affecting our legal obligations.

8. Disputes and contested payments

Please contact us before a chargeback so we can promptly investigate. This does not limit your right to dispute an unauthorised transaction with the issuer. A fraudulent request may lead to account suspension and a report to authorities.

Consumers may complain to ANPC and use ADR at https://anpc.ro/sal/. The European ODR platform has been closed since 20 July 2025.