Refunds for one-time audits and the monthly subscription, what full performance means, and the consumer withdrawal provisions.
Copyright © 2026 Safe and Informed S.R.L. All rights reserved.
This Refund Policy forms part of the ConsentVeil Monitor Terms of Service (the "Terms") between the Customer and Safe and Informed S.R.L. ("Safe & Informed", "we", "us"). Capitalised terms have the meaning given in the Terms. It explains when fees paid for ConsentVeil Monitor (the "Service") are refunded.
| Product | Before the Scan starts | After full performance or during a paid period |
|---|---|---|
| One-time service (Quick Scan, Audit, Re-scan) | full refund on cancellation | no refund for change of mind once all ordered deliverables are complete (section 2.3); free re-scan or refund if the Report is materially defective |
| Monitoring (subscription) | cancel any time | no refund merely because you cancel, except as provided in this Policy (sections 3.2, 3.3 and 4), the Terms, the DPA or applicable law |
| Consumer orders (savings provision, see section 5) | 14-day withdrawal right (section 5) | 14-day withdrawal right, subject to section 5 |
Nothing in this Policy affects a refund that the law requires us to give. Under Terms section 2.4 the Service is offered to business customers and we do not currently conclude contracts with Consumers; section 5 applies if a contract with a Consumer is nevertheless concluded.
2.1 Before the Scan starts. You may cancel at any time before the Scan starts and receive a full refund. The Scan starts when our scanner first loads a page of your Website for that Order. Cancel by e-mail to [email protected].
2.2 After the Scan starts. Once the Scan has started, the work is being performed. If you cancel between the start of the Scan and full performance (section 2.3), we refund the part of the fee that corresponds to work not yet performed, assessed reasonably by us and explained in writing.
2.3 After full performance. Once the ordered Service has been fully performed, no refund is given for change of mind, for dissatisfaction with the Findings, or because the Findings are not what you expected. The Service delivers observations; an unwelcome Finding is not a defect. Full performance means completion of all ordered deliverables; for an Audit or a Re-scan it also includes answering the questions received within, and keeping the question service available throughout, the 10 days after delivery of the Report; delivery of the first Report alone does not complete a service containing further deliverables; a continuing subscription is not fully performed because its first summary was delivered. This paragraph is subject to section 5 where a contract with a Consumer is concluded.
2.4 Materially defective Reports. If the Report is materially defective, you may choose a free re-scan or a refund. A Report is materially defective when, for example: a Finding is proven wrong under the dispute procedure in the Terms; the Scan did not run the browsers or locales you ordered; or the Report is missing, unreadable or cannot be delivered because of a failure on our side.
2.5 An inconclusive finding is not by itself a defect where the agreed work was carried out with reasonable skill and care and the relevant limitation applies. Disclosure of a limitation does not excuse failure attributable to us to provide the agreed scope. We agree any substitute scope with you or provide the remedies required by the contract and applicable law. A Report is not materially defective because your website changed after the Scan or because the Findings do not match a third party's assessment.
2.6 How to claim. Write to [email protected], quoting the test identifier, the scan timestamp and the Methodology version. Customers should notify us of an alleged report defect within 30 days so that it can be investigated promptly. This contractual procedure does not limit any mandatory consumer remedy, statutory limitation period or other right that cannot lawfully be excluded. We answer within 10 business days. If we agree that the Report is materially defective, you choose between re-scan and refund; if you do not choose within 10 business days of our reply, we re-scan.
2.7 Quick Scan credit. The fee paid for a Quick Scan is credited in full against an Audit of the same Website ordered within 30 days of delivery of the Quick Scan Report. The credit is applied on the Audit invoice; it is not a refund, is not paid out and is not transferable to another Website or Customer.
3.1 You may cancel a subscription at any time by e-mail. Cancellation takes effect at the end of the paid period, and we deliver the Report for that period.
3.2 No refund merely for cancelling. Fees already invoiced for a paid period are not refunded merely because you cancel, except as provided in section 3.3, 4 or 5, in the Terms, in the Data Processing Agreement or by applicable law.
3.3 Missed Scan or summary. If, for reasons attributable to us, we miss an agreed Scan or fail to deliver the agreed monthly summary for a paid period, you may choose a refund for that period or expressly agree remedial work at no additional charge. A later Scan cannot recreate observations for a missed date; the summary identifies any gaps.
Regardless of the sections above, we refund in full: fees invoiced by mistake or twice; fees for a period after a cancellation we had confirmed; and prepaid fees for the unused period when we end a subscription for convenience under the Terms.
This section is a savings provision. Under Terms section 2.4 we do not currently conclude contracts with Consumers. It applies only if a contract is nevertheless concluded with you as a Consumer, that is a natural person acting for purposes outside your trade, business, craft or profession, under Directive 2011/83/EU on consumer rights as transposed in Romania by Government Emergency Ordinance no. 34/2014. A Consumer may always withdraw by e-mail to [email protected].
5.1 Information before the contract. Before the contract is concluded, we send you the quotation, the Terms, the applicable Policies and the model withdrawal form in section 7 in a durable medium (e-mail). The contract is concluded only when you reply with clear acceptance and we confirm the Order.
5.2 The right. You may withdraw from the contract within 14 days of the day the Order is confirmed, without giving a reason, by a clear statement to [email protected]. You may use the model form in section 7 but you do not have to.
5.3 Starting before the 14 days end. A Monitor audit is a service. We start the Scan within the 14-day period only if you first reply with the following statement: "I expressly request Safe and Informed S.R.L. to begin the service before the end of the 14-day withdrawal period. I understand that, once the service has been fully performed and the Report delivered, I lose my right of withdrawal." If you withdraw after the Scan has started but before delivery, you pay a proportionate amount for what was performed up to the moment of withdrawal and we refund the rest.
5.4 Subscriptions. If you ask us, with the statement in 5.3, to start a subscription within the 14-day period and then withdraw within that period, you pay a proportionate amount for the part of the period already provided and we refund the rest.
5.5 Proportionate amount. The proportionate amount is calculated by reference to the total agreed price and the part of the service performed before withdrawal. If the total price is excessive compared with the market value of the work performed, the market value will be used as required by applicable consumer law. Where the required information or the express early-start request was not obtained, no proportionate charge is due for services supplied during the withdrawal period where the law prohibits that charge.
5.6 When we refund. We refund within 14 days of receiving your withdrawal, without any fee, by the same means of payment you used, unless you expressly agree otherwise.
5.7 Nothing in this Policy limits any statutory right you have as a Consumer.
6.1 Refunds are paid by bank transfer to the account you paid from or, where a card payment link was later offered and used, through the payment provider named on the invoice. A refund following a Consumer's withdrawal is paid within 14 days of the day we receive the withdrawal (section 5.6). Other refunds are paid normally within 14 days of our confirmation. Bank processing times are outside our control.
6.2 Refunds are made in the currency of the original invoice. We do not compensate exchange-rate differences or fees charged by your bank. Where VAT was charged, the refund includes the corresponding VAT and a credit note is issued.
To: Safe and Informed S.R.L., Aleea Slt. Adrian Cârstea, Nr. 13, Bl. 37, Sc. 2, Et. 8, Ap. 141, Sector 3, Bucharest, Romania, [email protected]
I hereby give notice that I withdraw from my contract for the provision of the following service: ____________________ Ordered on: ____________________ Name of consumer: ____________________ Address of consumer: ____________________ Signature of consumer (only if this form is notified on paper): ____________________ Date: ____________________
If you disagree with a refund decision, write to [email protected] and ask for a review; we answer within 10 business days. Consumers may also contact the Romanian National Authority for Consumer Protection (ANPC) or an alternative dispute resolution entity listed by it.
We may update this Policy. The "Last updated" date above changes and the current version is available at its published URL. Changes apply to Orders placed after the effective date of the change.
Safe and Informed S.R.L. Aleea Slt. Adrian Cârstea, Nr. 13, Bl. 37, Sc. 2, Et. 8, Ap. 141, Sector 3, Bucharest, Romania Email: [email protected]