Who handles your refund
Your contractual seller is the Merchant whose name appears on the checkout page and on your card statement. Refund requests, return instructions, warranty, and consumer-protection complaints must be addressed to the Merchant directly using the contact information shown at checkout or on their website.
How refunds are paid
When the Merchant approves a refund, Stripe Payments Europe, Ltd. reverses the original charge back to your card. Funds usually appear within 5–10 business days, depending on your card issuer.
What Payvera can do
Payvera (Gheorghe SRL) is the technology platform. We do not hold customer funds and cannot issue a refund on the Merchant's behalf. If a Merchant is unresponsive or refuses a legitimate refund:
- Contact your card issuer to dispute the charge under the Visa/Mastercard chargeback rules.
- You may also file a complaint with ANPC (anpc.ro) or the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr).
- Email support@payvera.ro if you cannot reach the Merchant — we will attempt to forward your request and, where appropriate, suspend the Merchant under our Acceptable Use Policy.
EU consumer rights
Nothing in this Policy or the Merchant's own policy limits your statutory rights under EU consumer law, including the 14-day right of withdrawal for distance sales of consumer goods (Directive 2011/83/EU).