Rambursari

1. Procesator de plati

Platile pentru abonamentele Klio sunt procesate de Stripe. Stripe proceseaza tranzactiile de plata, iar TVA, facturarea, rambursarile si chargeback-urile sunt gestionate prin fluxurile de facturare configurate pentru Klio. Nu stocam datele cardului dumneavoastra — acestea sunt gestionate exclusiv de Stripe.

2. Dreptul de retragere (14 zile)

In conformitate cu OUG nr. 34/2014 (transpunerea Directivei 2011/83/UE privind drepturile consumatorilor), aveti dreptul de a va retrage din contractul de abonament in termen de 14 zile calendaristice de la data achizitiei, fara a fi necesar sa indicati un motiv.

Daca ati utilizat serviciul in aceasta perioada de 14 zile, suma rambursata va fi redusa proportional cu serviciile efectiv consumate (numar de mesaje folosite raportat la limita planului), conform art. 14 alin. (3) din OUG 34/2014.

Pentru a exercita dreptul de retragere, trimiteti un email la hello@klio.chat cu subiectul “Retragere abonament”, mentionand adresa de email a contului si data achizitiei.

3. Rambursari dupa perioada de 14 zile

Dupa expirarea perioadei de 14 zile, nu acordam rambursari pentru perioadele de abonament neutilizate sau partial utilizate. Puteti anula oricand din setarile contului, iar accesul ramane activ pana la sfarsitul perioadei platite.

Exceptii — putem acorda o rambursare dupa cele 14 zile in urmatoarele situatii:

• Eroare tehnica confirmata: serviciul a fost indisponibil pentru o perioada semnificativa din cauza unei erori tehnice de partea noastra.
• Dubla facturare: ati fost facturat de doua ori pentru aceeasi perioada.
• Imposibilitate de acces: nu ati putut accesa contul din cauza unor probleme tehnice de care nu sunteti responsabil, dupa ce ati contactat suportul si problema nu a fost rezolvata intr-un termen rezonabil.

Fiecare cerere este analizata individual. Klio isi rezerva dreptul de a aproba sau respinge cererile de rambursare exceptionale la propria sa discretie.

4. Procesul de rambursare

Pentru a solicita o rambursare, contactati-ne la hello@klio.chat cu urmatoarele informatii:

• Adresa de email a contului
• Data si suma platita
• Motivul solicitarii

Vom raspunde in termen de 5 zile lucratoare. Daca rambursarea este aprobata, Stripe va procesa returul catre metoda originala de plata. Rambursarile pot dura pana la 10 zile pentru a aparea pe extrasul dumneavoastra, in functie de banca sau furnizorul de card.

5. Anulare vs. rambursare

Anularea abonamentului si rambursarea sunt doua lucruri diferite. Anularea opreste reinnoirea automata viitoare; accesul la serviciu ramane activ pana la sfarsitul perioadei platite curente. O rambursare inseamna restituirea banilor pentru o plata deja efectuata si se supune conditiilor descrise mai sus.

Puteti anula oricand din Setari → Abonament din contul dumneavoastra.

6. Contact

Pentru orice intrebare legata de plati sau rambursari, ne puteti contacta la hello@klio.chat. Vom face tot posibilul sa rezolvam situatia rapid si corect.

1. Payment Processor

Payments for Klio subscriptions are processed by Stripe. Stripe processes payment transactions, while VAT, invoicing, refunds, and chargebacks are handled through the billing flows configured for Klio. We do not store your card details — these are handled exclusively by Stripe.

2. Right of Withdrawal (14 Days)

Under Romanian Government Emergency Ordinance 34/2014 (transposing EU Directive 2011/83/EU on consumer rights), you have the right to withdraw from your subscription contract within 14 calendar days of purchase, without providing any reason.

If you have used the service during these 14 days, the refunded amount will be reduced proportionally to the services consumed (messages used relative to the plan limit), in accordance with Art. 14(3) of OUG 34/2014.

To exercise your right of withdrawal, send an email to hello@klio.chat with the subject “Subscription Withdrawal”, including your account email address and the purchase date.

3. Refunds After the 14-Day Period

After the 14-day window expires, we do not provide refunds for unused or partially used subscription periods. You may cancel at any time from your account settings, and access remains active until the end of the paid period.

Exceptions — we may issue a refund after 14 days in the following circumstances:

• Confirmed technical failure: the service was unavailable for a significant period due to a technical error on our side.
• Double charge: you were billed twice for the same period.
• Inability to access: you were unable to access your account due to technical issues beyond your control, after contacting support and the problem was not resolved within a reasonable time.

Each request is reviewed individually. Klio reserves the right to approve or decline exceptional refund requests at its sole discretion.

4. Refund Process

To request a refund, contact us at hello@klio.chat with the following information:

• Your account email address
• Date and amount charged
• Reason for your request

We will respond within 5 business days. If the refund is approved, Stripe will process the return to the original payment method. Refunds can take up to 10 days to appear on your statement, depending on your bank or card provider.

5. Cancellation vs. Refund

Cancelling your subscription and requesting a refund are two different things. Cancellation stops future automatic renewals; access to the service remains active until the end of the current paid period. A refund means the return of money for a payment already made, and is subject to the conditions described above.

You can cancel at any time from Settings → Subscription in your account.

6. Contact

For any questions about payments or refunds, contact us at hello@klio.chat. We will do our best to resolve the situation quickly and fairly.