REFUND AND CANCELLATION POLICY

Consumer rights, B2B rules, SLA credits, and dispute resolution

The ARTEMIS Platform — operated by CAI Technology S.R.L.

Aligned with Romanian GEO no. 34/2014, the Civil Code, and the ARTEMIS Terms and Conditions.

Version: v1.0 ARTEMIS • Published on: 2026-05-06 • Effective from: 2026-05-06

1. Scope

This Refund and Cancellation Policy applies to all paid purchases on the Platform — subscriptions, credit packs, and one-off services. The rules differ for Consumers (natural persons acting outside professional activity) and Professionals (legal persons or persons acting in the course of business).

2. Definitions

• Consumer (B2C): any natural person who acts for purposes outside of their commercial, industrial, or professional activity (definition: Romanian GEO no. 34/2014 and Directive 2011/83/EU).
• Professional (B2B): any legal person or natural person who acts in the course of business, including liberal professions.

3. Consumer right of withdrawal (14 days)

Under article 9 of Romanian GEO no. 34/2014, the Consumer has the right to withdraw from a distance contract without giving any reason within 14 calendar days of the date of conclusion of the contract (subscription) or delivery of the digital content.

3.1. How to exercise the right of withdrawal

The Consumer notifies the withdrawal to tehnic@caitech.ro by clear, unambiguous declaration. The standard withdrawal form is available on request and at the Platform's checkout.

3.2. Exception — digital content

Under article 16 letter m) of Romanian GEO no. 34/2014, the right of withdrawal does NOT apply to the supply of digital content not delivered on a tangible medium, if performance of the contract has begun with the Consumer's prior express consent and after the Consumer has acknowledged the loss of the right of withdrawal.

At checkout, the Platform asks the Consumer to tick two separate boxes:

• "I request immediate performance, before the expiry of the 14-day withdrawal period" — express prior consent;
• "I understand and agree that, by requesting immediate performance, I lose my right of withdrawal under article 16 letter m) of GEO no. 34/2014" — informed acknowledgement.

If the Consumer does NOT tick both boxes, the Platform does NOT supply the Services immediately; access activates only after the 14-day withdrawal period has expired.

3.3. Effects of valid withdrawal

In case of valid exercise of the right of withdrawal, CAI Technology S.R.L.:

• refunds all sums received, without undue delay and no later than 14 calendar days from receipt of the declaration;
• carries out the refund using the same means of payment as the purchase, unless the Consumer expressly agrees to a different means at no additional cost;
• deactivates the Account and deletes the Client's Content, within the limits of legal retention periods (accounting data are retained).

4. Professionals (B2B)

Important. The 14-day right of withdrawal at Section 3 applies EXCLUSIVELY to Consumers. Professionals do NOT benefit from an equivalent right — termination of the contract is governed by the Platform's Terms and Conditions and by the Romanian Civil Code.

4.1. Monthly subscriptions

For monthly subscriptions, CAI Technology S.R.L. does not grant refunds for unused fractions of a month. Cancellation takes effect at the end of the already-paid billing month.

4.2. Annual subscriptions

In the first 30 days of the initial annual purchase, the Professional Client may request a pro-rata refund of unused months, subject to administrative-fee retention as set out in the contract.

After 30 days, CAI Technology S.R.L. does not grant pro-rata refunds; the subscription remains active until the end of the paid period.

4.3. Credit packs

Separately purchased credits (Credit Packs) are NON-refundable, but do not expire as long as the Account is active and the subscription is paid up. Unused credits expire without compensation upon Account closure.

5. SLA-related refunds

Where monthly Platform availability falls below 99.5% (with the exclusions set out at Terms Section 8), Clients on the Professional or Enterprise Plan may request a commercial credit as per the SLA table at Terms Section 8.3:

• availability 98–99.49% → 10% of the affected month's invoice;
• availability 95–97.99% → 25%;
• availability < 95% → 50%.

The request must be submitted within 30 days from the end of the affected month. The commercial credit is generally applied to the next invoice; cash refund only if no subsequent invoice exists.

6. Prolonged unavailability

If the Platform is unavailable for more than 7 consecutive days (excluding force majeure and scheduled maintenance), the Client has, at choice:

• a pro-rata cash refund for the period of unavailability;
• an extension of the billing cycle by the number of days lost.

7. Refund request procedure

Refund requests are sent to tehnic@caitech.ro with the following information:

• Account identification and invoice (number and date);
• legal basis (Consumer right of withdrawal, B2B annual cancellation, SLA, unavailability);
• request date and electronic signature (e-mail) of the Representative.

CAI Technology S.R.L. acknowledges receipt within 48 business hours and resolves the request within the applicable timeframe (14 days B2C / 30 days B2B). Refunds are made via the same means of payment as the purchase.

8. Card payment disputes (chargeback)

Before initiating a chargeback with your issuing bank, please contact us to seek an amicable solution. Abusive chargebacks may result in Account suspension and the claim of banking processing costs. For Consumers, the rights provided by article 9 of GEO no. 34/2014 are not affected.

9. Consumer dispute resolution

For Consumers dissatisfied with the resolution of a request, the ADR procedure under Romanian Government Ordinance no. 38/2015 is available. Complaints may be addressed to the National Authority for Consumer Protection (ANPC) — https://anpc.ro/, Bd. Aviatorilor no. 72, sector 1, Bucharest. Note: the European ODR platform was discontinued by Regulation (EU) 2024/3228, effective 20 July 2025.

10. Changes

Changes to this policy are communicated at least 30 days in advance. For completed purchases, the applicable rules are those in force at the date of purchase.

11. Contact

CAI Technology S.R.L.

Registered office: Str. Victor Brauner, bloc 1, sc. 4, ap. 5, sector 3, București, cod poștal 032621, România • VAT ID: RO50512457 • Companies Register no.: J2024020380005

General e-mail: office@caitech.ro

Support: tehnic@caitech.ro

Data protection contact: dpo@caitech.ro

Security: office@caitech.ro

Related documents. This policy must be read together with the Terms and Conditions (Sections 5–8) and — for Consumers — with Romanian GEO no. 34/2014 and OG no. 38/2015.