Platform
Platform: HeyArvi
Website: www.heyarvi.ro
1. Introduction
This Refund Policy sets out the conditions under which users of the HeyArvi platform may request reimbursement of amounts paid for digital services provided by S.C. ARCVITAL SRL.
This policy must be read together with the Terms & Conditions, Privacy Policy, Cookie Policy, and other legal documents published by the controller.
2. Nature of the services provided
HeyArvi provides digital services and digital content accessible online.
Depending on the selected package, the services may include:
- personalized travel recommendations;
- itineraries;
- transport recommendations;
- accommodation recommendations;
- restaurant recommendations;
- travel document information;
- translation functions;
- navigation functions;
- assistance and safety functions.
These services are delivered digitally and are not physical products.
3. Service activation
The service is considered activated when the user receives access to their account, the features included in the package, personalized recommendations, or the purchased digital services.
Activation may occur immediately after payment confirmation.
4. Right of withdrawal
In accordance with consumer protection law and legislation on digital content, the user may benefit from rights provided by law.
4.1 Beginning of service provision
By completing the order and making payment, the user expressly requests that service provision begin before expiry of the statutory withdrawal period.
4.2 Digital content
The user understands that the services provided through HeyArvi are digital services and digital content supplied online.
4.3 Limitation of withdrawal right
To the extent permitted by applicable law, the right of withdrawal may cease after performance of the digital service has begun and after access to platform features has been provided.
5. Situations where no refund is granted
Refunds are not granted for:
- a simple change of mind after service activation;
- dissatisfaction with received recommendations;
- changes in prices charged by third parties;
- changes in offers by providers;
- cancellation of services by third-party providers;
- inability to use services for reasons attributable to the user;
- lack of required travel documents;
- refusal of entry into a state;
- changes to travel conditions by authorities.
6. Situations where a refund may be reviewed
The operator may review refund requests individually in exceptional situations, including technical impossibility to provide the service, major errors attributable to the operator, double payments made by mistake, or other justified situations.
Approval of a refund in a particular case does not create an obligation to approve similar requests in the future.
7. Refund request procedure
To request a refund, the user must send:
- the name associated with the account;
- the email address used;
- payment date;
- reason for the request;
- relevant transaction information.
Requests may be sent to heyarvi_support@heyarvi.com.
8. Review of requests
The operator will review the request and may ask for additional information where necessary.
The user must provide accurate and complete information.
9. Response time
HeyArvi will make reasonable efforts to respond to requests within a maximum of 30 calendar days.
10. Refund method
If a refund is approved, it will be made through the same payment method used for the initial transaction, unless the parties agree otherwise.
11. Fees and commissions
Where permitted by law, certain bank fees, processing costs, or commissions charged by third parties may not be refundable.
12. Fraud and abuse
HeyArvi reserves the right to refuse refund requests that are fraudulent, contain false information, constitute attempted abuse, or seek unjustified financial advantages.
13. Limitation of liability
Approval or rejection of a refund request does not affect the other rights and obligations of the parties under the platform Terms & Conditions.
14. Changes to this Refund Policy
HeyArvi reserves the right to amend this policy whenever necessary. The updated version will be published on www.heyarvi.ro.
15. Contact
S.C. ARCVITAL SRL
CUI: 52983663
Trade Register No.: J2025091539000
Registered office: Iasi, Strada Sucidava no. 4, Romania
Website: www.heyarvi.ro
Contact email: heyarvi_support@heyarvi.com
GDPR email: heyarvi_support@heyarvi.com
Phone: 0750275418
Support email: heyarvi_support@heyarvi.com
16. Final statement
By purchasing and using HeyArvi services, the user confirms that they have read, understood, and accepted this Refund Policy.
This policy must be read together with the Terms & Conditions, Privacy Policy, and Cookie Policy.