1. Who Handles Refunds
Card subscriptions (Stripe / Link) — In-app card purchases are completed with Link (Sold through Link, LLC) as the merchant of record under Stripe Managed Payments. Your card statement shows a descriptor beginning with LINK.COM*. Card-payment refunds are executed through Stripe/Link to the original payment method and include the applicable indirect tax paid. You may submit a request to MONITOR AWARELY or directly to Link support for purchases marked “Sold through Link”.
Direct B2B invoicing — Subscriptions invoiced directly by MONITOR AWARELY (typically institutions) are governed by the applicable direct contract. Refunds, credit notes, and invoice corrections are handled by MONITOR AWARELY.
How to request — For a card subscription, use the permanently available “Withdraw from contract here” function at /withdrawal while signed in. It records the statement and timestamp, verifies the 14-day period server-side, processes any eligible refund and immediate cancellation, and generates an electronic confirmation. Alternatively, email an unequivocal notice to monitor@awarely.ro with the organization account email and, if available, the invoice or receipt number. Sending the notice before the applicable deadline is sufficient.
2. Voluntary Refund Eligibility
First-ever card payment — 14 calendar days — If you are not satisfied, we voluntarily refund in full the first successful card payment for the first paid Awarely Monitor subscription of a customer and organization when the request is sent within 14 calendar days after the transaction. This benefit is available once per customer and organization/account and applies to either a monthly or annual first subscription.
What does not restart the voluntary window — A renewal, reactivation, replacement account, plan or billing-interval change, upgrade, downgrade, or add-on does not create a new voluntary first-payment window. Duplicate requests, fraud, or refund abuse may be refused. These limitations do not restrict mandatory legal rights.
Renewals — Renewal charges are generally non-refundable under this voluntary policy. If you forgot to cancel, contact us within 14 days after renewal; we review the circumstances in good faith, but this review does not create an automatic entitlement unless mandatory law requires one.
Direct B2B contracts — Any refund, credit note, or correction for directly invoiced subscriptions is governed by the billing arrangement agreed with MONITOR AWARELY and applicable mandatory law.
Mandatory law prevails — The voluntary rules above never replace, shorten, or waive a refund, withdrawal, price-reduction, termination, or other remedy required by applicable law.
3. EU / Romanian Consumer Withdrawal
Who is a consumer — A consumer is generally a natural person acting for purposes outside their trade, business, craft, or profession. Organization and professional purchases normally remain B2B, but the legal classification depends on the purchaser and the circumstances, not merely the account label.
14-day statutory right — Where Directive 2011/83/EU and OUG 34/2014 apply, a consumer may withdraw from a distance service contract without giving a reason within 14 days from conclusion of the contract, subject to the statutory exceptions. The notice may use the model below or any other unequivocal statement and is timely if sent before the period expires.
Online withdrawal function — The footer link “Withdraw from contract here” opens /withdrawal. After authentication, the function identifies the account and card subscription, asks for the consumer name and explicit confirmation, and provides a downloadable receipt containing the statement, date and time without undue delay. Email and any other legally valid unequivocal statement remain available alternatives.
Service starting immediately — Paid access may start immediately after checkout. A proportionate amount for service supplied during the withdrawal period may be due only where mandatory law permits it and all required pre-contract information, express requests, acknowledgements, and confirmations were obtained. Silence or mere use is not described by this Policy as a separate express request. The voluntary full first-payment refund in section 2 remains available when its conditions are met.
Statutory withdrawal refund — A refund due following a valid statutory withdrawal is processed without undue delay and no later than 14 days after MONITOR AWARELY or Link, as applicable, is informed. It is returned through the original payment method without a refund fee, unless the consumer expressly agrees otherwise. The bank or payment provider may need additional time to display the credit.
4. Digital Service Non-conformity
Mandatory remedies — Where applicable consumer law for digital services, including Romanian OUG 141/2021, applies, a consumer may request that a missing or non-conforming service be supplied or brought into conformity. Where the statutory conditions are met, the consumer may instead obtain a proportionate price reduction or terminate the contract.
Time to remedy — For Romanian consumers, bringing the service into conformity must occur without cost or significant inconvenience and within the reasonable written period agreed with the consumer, which may not exceed 15 calendar days after notice, unless another mandatory rule applies.
Refund after price reduction or termination — A mandatory refund is made without undue delay and no later than 14 days after notice of the decision to invoke the price reduction or termination, using the original payment method and without a refund fee. For a continuous service, the refundable amount follows the statutory allocation for the non-conforming period and any prepaid remainder after termination.
5. Cancellation vs Refund
Cancelling a card subscription — Cancel at any time from Settings > Subscription > Cancel renewal or through Link. MONITOR AWARELY sends the in-app request directly to Stripe and confirms the scheduled end date. Access normally continues until the end of the paid period and no later renewal is charged. Amounts validly incurred before cancellation takes effect, including an already-created proration or outstanding balance, remain due unless refunded or corrected.
Deleting an account with an active card subscription — Account deletion is different from ordinary cancellation: to prevent any future charge, it cancels an active Stripe subscription immediately and paid access ends immediately. The remaining paid period is not automatically refunded; this does not limit mandatory rights or an eligible withdrawal/refund request. If you want to use the remaining paid period, use Cancel renewal first and delete the account after the period ends.
Cancelling a direct B2B subscription — Contact MONITOR AWARELY; renewal, notice, and effective-date handling follow the direct billing arrangement agreed with MONITOR AWARELY and mandatory law.
Refund — Cancellation by itself does not create a refund for already billed charges. Refunds and mandatory remedies are governed by sections 2–4.
6. Payment Problems and Disputes
Billing errors and unauthorized charges — For a duplicate charge, wrong amount or plan, failed cancellation, unauthorized payment, or similar issue, contact MONITOR AWARELY or Link support promptly so the transaction can be investigated and, where appropriate, corrected or refunded.
Card disputes / chargebacks — Stripe handles card disputes for “Sold through Link” transactions. Asking us or Link to investigate first does not restrict any right to contact your card issuer, a consumer authority, an alternative dispute-resolution body, or a court. Duplicate recovery through both a refund and a chargeback is not permitted.
7. Model Withdrawal Notice
Recipient — Awarely Monitor — the legal entity and postal address in section 8 — monitor@awarely.ro. For a transaction marked “Sold through Link”, you may also use the Link support channel listed below.
Suggested statement — “I hereby give notice that I withdraw from my contract for the Awarely Monitor subscription concluded on [date].”
Online option — You can instead use /withdrawal through the “Withdraw from contract here” footer link. The online function creates a timestamped confirmation that can be downloaded and retained.
Identification details — Add your name, postal address, organization account email, purchase date, and invoice or receipt number if available. Add the date of the notice; a signature is needed only when this notice is sent on paper. Do not send card numbers or authentication credentials.
8. Contact
MUNTEANU C. D. MIHAI PERSOANĂ FIZICĂ AUTORIZATĂ
Trading as: MONITOR AWARELY
ONRC: F2026008193001 · CUI: 53962936 · EU VAT (VIES): RO54197611
București, Sector 1, Bulevardul Bucureștii Noi, Nr. 136, Cod poștal 012366, România
For full contract terms, see our Terms and Conditions.
For personal data processing details, see our Privacy Policy.