This policy governs the right of withdrawal, subscription cancellation and refund procedures applicable to SeniorHelp services, in accordance with EGO 34/2014 on consumer rights in distance contracts and the Romanian Consumer Code (Law 296/2004).
1. Right of withdrawal — 14 days (consumer)
Under Art. 9 of EGO 34/2014, as a natural person (consumer), you have the right to withdraw from the contract, without giving any reason, within 14 calendar days of subscription activation.
To exercise the right of withdrawal, send a written notification to help@seniorhelp.ro with your name, address, invoice number and unequivocal expression of the decision to withdraw.
2. Exceptions — consumed digital services
Under Art. 16(m) of EGO 34/2014, the right of withdrawal does not apply if, within the first 14 days, you actually consumed the digital service with your explicit consent.
Examples of effective consumption that lead to loss of the right:
- You generated one or more AI articles using monthly quota (Premium).
- You published jobs, courses or events using the package monthly quota.
- You used the external dofollow feature or other consumable premium benefits.
In these cases, upon payment confirmation you receive an explicit warning via Stripe Checkout (informed consent) that by consuming the service you waive the right of withdrawal.
3. Legal entities (B2B) — no right of withdrawal
Under EGO 34/2014, the right of withdrawal applies only to consumers (natural persons). Companies (SRL, PFA, SA, NGO etc.) do NOT benefit from the right of withdrawal — B2B subscriptions are final upon activation, but the company may cancel renewal anytime (see section 4).
4. Subscription cancellation — anytime, no penalty
You can cancel anytime, without penalty, from /dashboard/abonament → "Cancel at end of period" button.
- You retain all package features until the end of the already-paid period.
- At the end of the period the account is automatically downgraded to Free.
- No prorated refund is issued for unused remaining days.
- You can change your mind anytime until the end of the period ("Reactivate" button).
5. Tier downgrade (Premium → Pro → Essential → Free)
Switching to a lower tier is automatically scheduled for the end of the current paid period. No refund is issued for the price difference — you keep the higher tier until renewal, then move to the chosen one.
Switching to a higher tier (upgrade) applies immediately, with a proration invoice issued for the remaining cycle difference.
6. Extraordinary refunds
SeniorHelp issues refunds in the following cases:
- Downtime above SLA: if the platform was unavailable for more than 1% of monthly time (SLA guarantees 99% uptime), we credit the account proportionally to the downtime duration.
- Major technical error (e.g. inability to access the dashboard for more than 24h consecutively due to our fault).
- Stripe double charge (automatic refund within 3-5 business days).
- Activation delay above 24h (see Delivery Policy).
Refunds are processed within 5-7 business days on the same card used for payment, via Stripe.
7. How to request a refund
Send an email to help@seniorhelp.ro with:
- Company or natural person name
- VAT ID / CNP (as applicable)
- Invoice number and date
- Reason for the refund request
We respond with a reasoned decision within 3 business days.
8. Account closure
You can close your account anytime from /dashboard/cont → Privacy section → Delete account (modal with "STERGE" confirmation).
- Data is retained for 30 days after deletion for possible reactivation upon explicit request.
- After 30 days, deletion becomes permanent per the Privacy Policy (GDPR Art. 17).
- Published reviews may remain displayed anonymized, under the legitimate interest of the platform and other users.
9. Dispute resolution (ANPC)
For disputes that cannot be resolved amicably, consumers may use:
- ANPC SAL — alternative dispute resolution: anpc.ro/ce-este-sal
- ODR — EU online dispute resolution platform: ec.europa.eu/consumers/odr
- ANPC — Romanian Consumer Protection Authority: anpc.ro
10. Contact
- Email: help@seniorhelp.ro
- Phone: +40 215 559 912 (Mon–Fri 9am–6pm)
- Postal address: Calea Dudești 188, Sector 3, Bucharest 031088, Romania