Cancellation & Refund Policy

1. Right of Withdrawal

Under Romanian law OUG 34/2014 (implementing EU Directive 2011/83/EU on consumer rights), consumers have the right to withdraw from a distance contract within 14 calendar days without giving any reason.

The withdrawal period starts from the date of purchase. To exercise this right, you must notify JBA Web Agency SRL of your decision to withdraw before the 14-day period expires by sending an unambiguous statement to hello@getluca.ro.

This right applies to consumers (natural persons acting outside their trade, business, craft, or profession). Business customers are not covered by the statutory right of withdrawal under OUG 34/2014.

2. Exceptions for Digital Content

Per Article 16(m) of OUG 34/2014, the right of withdrawal does not apply to the supply of digital content which is not supplied on a tangible medium if performance has begun with the consumer's prior express consent and acknowledgment that the right of withdrawal is thereby lost.

When purchasing LUCA tokens, users give explicit consent for immediate digital delivery of the token balance to their account. By completing the purchase, you acknowledge that:

• The digital content (tokens) is delivered to your account immediately upon successful payment.
• You expressly consent to the immediate execution of the contract.
• You acknowledge that your right of withdrawal is lost once tokens have been consumed (used for participant registrations or other platform actions).

Unused tokens remain eligible for a refund under the conditions described in Section 3, within the 14-day window from the date of purchase.

3. Refund Conditions

Refunds are available only for unused tokens requested within 14 calendar days of purchase, subject to the following conditions:

• Tokens must not have been consumed (i.e., not used for participant registrations, campaign sends, or any other platform action that deducts tokens).
• The refund amount is calculated at the original purchase price per token for all remaining unused tokens.
• Consumed tokens are non-refundable under any circumstances.
• Partial refunds are available: only the unused portion of a token package is eligible.

Certificate Add-on

The certificate generation add-on is refundable only if no certificates have been generated under that subscription period. Once at least one certificate has been generated, the add-on fee for that period is non-refundable.

Non-Refundable Items

• Consumed tokens (used for any platform action)
• Certificate add-on fees after certificate generation has occurred
• Any custom integration or onboarding fees agreed separately

4. Refund Calculation Example

The following example illustrates how a partial refund is calculated:

• Package purchased: 1,000 tokens at 2,250 RON (2.25 RON/token)
• Tokens consumed: 200 tokens (used for participant registrations)
• Unused tokens: 800 tokens
• Refund amount: 800 × 2.25 RON = 1,800 RON
• Processing fee: None — no administrative fee is deducted from refunds

The refund is issued to the original payment method used at the time of purchase. Currency conversion fees applied by your bank or payment provider are outside our control and may reduce the net amount received.

5. Refund Procedure

To request a refund, send an email to hello@getluca.ro with the following information:

• Full name
• Account email address registered with LUCA
• Date of purchase
• Number of tokens purchased and number consumed (we will verify this independently)
• Reason for refund request (optional)

Processing Timeline

• Review: Up to 5 business days from receipt of your request
• Refund issuance: Up to 14 calendar days from approval, to the original payment method
• You will receive a confirmation email once the refund has been processed

We reserve the right to request additional information to verify your identity or the details of the purchase before processing a refund.

6. Cancelling a Pending Order

If your payment is still in a pending status (e.g., bank transfer not yet completed, payment gateway processing), the order will cancel automatically after 24 hours if payment is not successfully completed within that window.

No tokens are credited to your account until payment is confirmed. If you wish to cancel a pending order before the 24-hour automatic cancellation, contact us at hello@getluca.ro and we will cancel it manually.

If you have been charged but the order remains in a pending or failed state, please contact us immediately. Any erroneous charges will be refunded in full without deduction.

7. Account Cancellation

You may close your LUCA account at any time by contacting us at hello@getluca.ro or through the account settings in your dashboard.

Upon account cancellation:

• Any unused tokens remaining in your account are eligible for a refund under the conditions described in Section 3, provided the request is made within 14 calendar days of purchase of the relevant token package.
• All event data, participant records, and associated files will be deleted in accordance with our GDPR / Data Retention Policy. Please export any data you need before requesting account closure.
• Access to the LUCA dashboard and all associated services will be revoked immediately upon account closure.
• WhatsApp assistant configurations linked to your events will be deactivated.

Account closure is permanent. If you wish to use LUCA again after closing your account, you will need to create a new account and re-configure your events.

8. Applicable Law

This Cancellation & Refund Policy is governed by Romanian law, in particular:

• OUG 34/2014 on consumer rights in distance contracts (implementing EU Directive 2011/83/EU)
• Romanian Civil Code
• OG 21/1992 on consumer protection

Any disputes arising from or related to this policy that cannot be resolved through direct negotiation shall be submitted to the competent Romanian courts in Iași.

9. Consumer Protection Resources

As a consumer, you have access to the following official dispute resolution bodies if you are not satisfied with our response to your complaint:

ANPC — National Authority for Consumer Protection

Autoritatea Națională pentru Protecția Consumatorilor (ANPC) handles consumer complaints in Romania.

• Website: https://anpc.ro/

SAL — Alternative Dispute Resolution

Soluționarea Alternativă a Litigiilor (SAL) provides an out-of-court mechanism for resolving consumer disputes.

• Website: https://anpc.ro/ce-este-sal/

SOL — EU Online Dispute Resolution

The European Commission's Online Dispute Resolution (ODR) platform allows consumers to resolve disputes with online traders across the EU.

• Platform: https://ec.europa.eu/consumers/odr