Withdrawal and Refund Policy

The services are provided by the company whose full identification details are presented below. This is the contracting party against whom the right of withdrawal is exercised and which processes refunds.

Any withdrawal request, complaint or refund request may be submitted using the contact details indicated below.

• Name: SND TEAM S.R.L. (commercial brand / website name: „BTU", btu.ro)
• VAT / Tax ID: RO38963245 (CIF 38963245)
• Trade Register No.: J2018000311325 (EUID: ROONRC.J2018000311325)
• Registered office: Str. Mihai Viteazu nr. 260, bl. 5, sc. B, ap. 17, Șelimbăr, Sibiu county, postcode 557260, Romania
• Email: contact@btu.ro
• Phone: +40 792 222 882
• Web: https://btu.ro

This policy applies exclusively to consumers, defined as natural persons acting for purposes outside their commercial, industrial, craft or professional activity, in accordance with GEO no. 34/2014. For legal-entity customers and for authorised natural persons contracting for professional purposes (B2B), the legal right of withdrawal does not apply (see section 11).

The reference legal framework includes: GEO no. 34/2014 on consumer rights in distance contracts; Law no. 365/2002 on electronic commerce; Regulation (EU) 2016/679 (GDPR); Law no. 506/2004 on the processing of personal data in the electronic communications sector.

The consumer has the right to withdraw from a distance contract without having to justify the decision and without incurring costs other than those provided by law, within 14 calendar days.

The 14-day period begins on the date the contract is concluded, in the case of service contracts (such as hosting, cloud/VPS, dedicated servers, domains and SSL certificates). If the last day of the period is a non-working day, the period is extended to the next working day.

Important: the 14-day right of withdrawal is subject to specific legal exceptions applicable to digital services, described in section 6, which may render this right inapplicable or cause it to lapse before the period expires.

To exercise the right of withdrawal, the consumer informs us of their decision by an unequivocal statement, before the 14-day period expires. To comply with the deadline, it is sufficient that the statement be sent before its expiry.

The statement may be submitted by any of the following means:

• By email to contact@btu.ro, with the subject „Withdrawal from contract";
• Using the model withdrawal form set out in section 5;
• By a written request sent to the registered office indicated in section 1.
• We recommend including in the request the name, account email address, order/invoice number and the service concerned, for swift processing.

The consumer may use the model below. Completing this model is optional; any other unequivocal statement produces the same legal effects.

To SND TEAM S.R.L. (BTU), Str. Mihai Viteazu nr. 260, bl. 5, sc. B, ap. 17, Șelimbăr, Sibiu county, email: contact@btu.ro:

„I/we hereby give notice that I/we withdraw from the contract concerning the provision of the following service: [service description / order number]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Account email: [email]. Date: [date]. Signature (only for paper statements): [signature]."

Pursuant to Art. 16 of GEO no. 34/2014, the right of withdrawal does not apply or legally lapses in the following situations, frequently encountered in our digital services. By accepting the Terms and Conditions when placing an order, the consumer acknowledges these exceptions.

In particular, for services whose supply begins immediately (e.g. instant hosting activation, domain registration, SSL certificate issuance), we request the consumer's express consent for performance to begin and confirmation that they agree to lose their right of withdrawal once the service has been fully performed.

• Digital services / service provision fully performed: the right of withdrawal lapses if performance has begun with the consumer's prior express consent and with their acknowledgement that they will lose the right of withdrawal after full performance;
• Registered domain names: domain registration is an irreversible operation, carried out at the domain registry/authority in the client's name; the domain registration/transfer/renewal fee is non-refundable, in accordance with domain registry rules (e.g. ICANN / national registries);
• Issued SSL certificates: once the certificate has been issued by the certification authority, its cost becomes non-refundable, as it represents a personalised, already-delivered digital product;
• Digital content not supplied on a tangible medium: provided with the consumer's express consent for performance to begin and acknowledgement of the loss of the right of withdrawal;
• Personalised services or services configured to the client's specifications (e.g. custom dedicated-server configurations, third-party licences purchased specially).

In addition to legal rights, we offer, as a commercial facility, a „money-back" refund guarantee for shared web hosting services. This guarantee allows a refund of the hosting subscription value if the request is submitted within 14 calendar days of service activation.

The commercial „money-back" guarantee applies exclusively to the web hosting service fee and does not cover: domain registration/renewal/transfer fees, issued SSL certificates, third-party software licences, cloud/VPS services, dedicated servers or any personalised services. The guarantee may be used only once per client and does not apply to renewals.

This commercial guarantee is offered voluntarily and does not restrict the consumer's legal rights under GEO no. 34/2014.

For clarity, the following categories are not eligible for a refund (except in cases of non-conformity attributable to the provider or where applicable legal rights apply):

• Domain name registration, renewal and transfer fees;
• SSL certificates already issued by the certification authority;
• Third-party software licences (e.g. control panels, paid operating systems) already activated;
• Cloud/VPS and dedicated server services after supply has begun with the client's express consent, beyond the applicable legal period;
• Partially consumed services, proportional to the period used, where partial refund is applicable;
• Payment processing fees charged by third-party processors, where non-recoverable.

In the case of a valid withdrawal or activation of the „money-back" guarantee, we refund the amounts due without undue delay and, in any event, within no more than 14 calendar days of the date we were informed of the withdrawal decision.

The refund is made using the same means of payment used by the consumer for the initial transaction (e.g. return to the bank card or to the account from which payment was made), unless the consumer has expressly agreed to a different method. The consumer bears no fee for our processing of the refund.

Depending on the payment processor and the issuing bank, the actual crediting of the amount to the client's account may take a few additional working days, an interval over which we have no control.

Hosting, domain, SSL, cloud/VPS and dedicated server services may renew automatically at the end of each billing period, to avoid service interruption and loss of data or the domain. The client is notified before each renewal.

To avoid a renewal charge, the client must disable automatic renewal or request cancellation of the service before the renewal date, via the client account or by email to contact@btu.ro. Renewal payments already made for services that have already been activated for the new period are generally non-refundable, as the service has been provided.

We recommend checking the renewal dates in the client account and keeping an up-to-date email address to receive notifications.

The 14-day legal right of withdrawal governed by GEO no. 34/2014 applies exclusively to natural-person consumers. For legal-entity customers, as well as for authorised natural persons, sole/family enterprises and professionals contracting for purposes related to their activity, this legal right of withdrawal does not apply.

The contractual relationship with B2B customers is governed by the agreed commercial Terms and Conditions and any commercial guarantee offered on a case-by-case basis. Any refunds to B2B customers are granted only under the conditions expressly provided in the contract or in this policy.

Any complaint concerning withdrawal or refund may be addressed in writing to contact@btu.ro. We undertake to respond within the shortest reasonable time and to resolve any disagreements amicably.

Dissatisfied consumers may contact the National Authority for Consumer Protection (ANPC, anpc.ro). Furthermore, under European regulations, consumers have access to the online dispute resolution platform (SOL/ODR) provided by the European Commission, accessible at ec.europa.eu/consumers/odr.

Personal data provided in a withdrawal or refund request (name, email, order/billing data, payment data necessary for the return) is processed solely for the purpose of resolving the request and fulfilling legal obligations (including fiscal and accounting obligations), in accordance with Regulation (EU) 2016/679 (GDPR).

Data subjects benefit from the rights provided by the GDPR and may contact the National Supervisory Authority for Personal Data Processing (ANSPDCP). Full details are available in the Privacy Policy published on btu.ro.

We reserve the right to update this policy to reflect legislative or commercial-practice changes. The version applicable to an order is the one in force at the time the order is placed. The updated version is published on btu.ro.

For any question regarding the right of withdrawal, refunds or the commercial guarantee, you may contact us at: SND TEAM S.R.L. (BTU), email contact@btu.ro, phone +40 792 222 882, web https://btu.ro.