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APUSENI DIGITAL HUB S.R.L. · CUI 52599906
Version 1.0 — effective from the date of publication on the website
1.1. The Explore Apuseni Platform is operated by APUSENI DIGITAL HUB S.R.L., CUI 52599906, J2025074412001, with its registered office in Dealu Bajului village, Arieșeni commune, 253A Principală Street, Alba County (the “Operator”). Contact: contact@exploreapuseni.ro; telephone 0750 269 246.
1.2. This policy applies to accommodation and experience bookings made through the Platform. It does not govern Partners' Featured promotion subscriptions, which have separate conditions in the Partner Terms.
1.3. Each booking is governed by the cancellation policy displayed and accepted when the request was submitted and retained in the final confirmation. A later change to a listing or this policy does not worsen conditions for an existing booking. Mandatory legal rules and the tourist's rights in cases of non-performance prevail over any cancellation schedule.
2.1. When a request is submitted, the amount is only held on the card. The booking is confirmed only after host acceptance, successful capture and transmission of final confirmation to the tourist.
2.2. The tourist may withdraw the request at any time before host confirmation, through their account or by contacting the Operator, at no cost. The relevant time is when the Operator receives the request. On withdrawal, host rejection or expiry, the card hold is cancelled; if a charge has occurred, it is refunded in full.
2.3. Cancelling a preauthorisation is not a refund: the amount has not been collected, and restoration of the available card balance depends on the issuing bank, usually 1–7 working days.
2.4. The statutory 14-day right of withdrawal does not apply to accommodation and experiences for a specified date or period (Article 16(l) of Emergency Ordinance no. 34/2014). This exception does not limit the cancellation rights below or legal remedies for services not provided.
3.1. The host chooses one of the Platform's three predefined policies for each listing. The policy and full rules are displayed in the listing and request summary before submission. Hosts cannot subsequently add conditions or penalties not displayed at booking. Host policy changes apply only to future requests.
3.2. For all three policies, reference time “T” is the individual property’s check-in time saved in the booking confirmation, in Europe/Bucharest. Deadlines are calculated in whole calendar days before T. A cancellation received exactly at the deadline receives the interval more favourable to the tourist. The exact free-cancellation deadline is displayed before payment and in confirmation.
3.3. Applicable schedule:
| Policy | Cancellation at least … before T | Cancellation after this deadline | No-show |
|---|---|---|---|
| Flexible | 5 days: 100% refund of accommodation value | 50% refund of accommodation value | 0% |
| Moderate | 14 days: 100% refund of accommodation value | 50% refund of accommodation value | 0% |
| Strict | 30 days: 100% refund of accommodation value | 0% refund of accommodation value | 0% |
3.4. “Accommodation value” is the price of booked nights and additional guest fees, after host discounts, in the payment currency. The cleaning fee is excluded and refunded in full for any cancellation received before check-in, irrespective of policy. Optional services not provided are refunded in full.
3.5. There is no grace period after confirmation: from confirmation, cancellation follows the schedule above. A 50% rate means half the accommodation value paid by the tourist; the Operator's commission is not deducted from the tourist's refund.
3.6. Example: Moderate policy, 3 nights at RON 300 (RON 900), plus RON 100 cleaning, total RON 1,000, arriving on 20 March at the booked check-in time. Cancellation by 6 March at the same time refunds RON 1,000. Cancellation on 10 March refunds RON 550 (50% × RON 900 + RON 100 cleaning). A no-show refunds RON 100 cleaning for bookings carrying that rule.
4.1. For experiences with a scheduled date and time, tourist cancellation at least 48 hours before the start gives a full refund. Cancellation less than 48 hours before, or a no-show, is not refunded, except in the cases in Articles 7 and 8.
4.2. If the provider cancels or cannot deliver the experience, the tourist receives a full refund of amounts paid. If it cannot take place for safety reasons confirmed by the provider, such as dangerous weather or an official trail closure, the tourist may choose a full refund or rescheduling.
5.1. The tourist cancels through “My bookings” or unequivocally tells the Operator through messaging, email or telephone that they wish to cancel, identifying the booking. Asking about cancellation costs is not a cancellation request. The Operator confirms in writing receipt, the recorded date and time, the affected booking and the refund calculation.
5.2. The relevant time is receipt of the clear cancellation request, not the host's later response. For telephone cancellation, the Operator records the call time and confirms in writing. An internal processing delay does not move the tourist into a less favourable interval.
5.3. If the Platform is temporarily unavailable, notification sent to contact@exploreapuseni.ro proves the cancellation time.
5.4. Cancellation under the accepted policy does not require host approval. The host may voluntarily grant a more favourable refund, recorded through the Platform.
5.5. Changing dates or guest numbers, or shortening the stay, requires host and tourist agreement through messaging, recorded in the booking. The new price and cancellation implications are communicated before acceptance. Rejection of a change request does not cancel the original booking.
6.1. A no-show means the tourist does not arrive for check-in on the arrival day, has not notified a later arrival accepted by the host, and has not cancelled. It is established after the listing's check-in window ends, messages have been checked and the host has made a reasonable contact attempt.
6.2. A notified and accepted delay, the host's absence from the agreed meeting or unjustified refusal of entry is not a no-show attributable to the tourist. Hosts cannot change the check-in window after confirmation to declare a no-show.
6.3. On a no-show, accommodation value is not refunded (0%); the cleaning fee is refunded in full. The host does not record a fictitious check-in.
6.4. Early departure for personal reasons gives no refund entitlement for unused nights, except by agreement with the host. If departure results from failure to provide promised accommodation, a serious safety problem or another host non-performance, Article 7 applies.
7.1. Hosts must honour confirmed bookings. If they cancel or cannot provide the agreed accommodation, they immediately notify the tourist and Operator through the Platform and explain why. Overbooking, incorrect calendar management or a better price from another client does not justify passing the cost to the tourist.
7.2. Where accommodation is not provided for reasons attributable to the host, the tourist receives 100% of amounts paid through the Platform for that booking, including cleaning, without any deduction. The host cannot ask the tourist to record it as a tourist cancellation.
7.3. For partial non-performance or significant non-conformities, such as a different property, missing essential facilities or safety or hygiene issues, the services actually supplied and applicable remedies are assessed: rectification, price reduction, termination with reimbursement of unused nights and damages where legal conditions are met. The tourist should report the problem promptly through the Platform with evidence.
7.4. Rescheduling, another property or a voucher may be offered only with the tourist's freely given agreement. Refusal does not remove the refund owed.
7.5. Repeated or unjustified host cancellations may lead to measures in the Partner Terms, including warnings, lower search ranking, listing suspension or termination, with reasons and a right to challenge.
8.1. Force majeure is assessed under Article 1351 of the Civil Code for the specific impediment preventing performance. Normal seasonal weather (snow, rain or cold), personal transport difficulties, insufficient funds, overbooking or ordinary staffing problems are not force majeure. Illness or another personal difficulty does not create a right to a full refund if the service remains available; the accepted schedule applies, although the host may offer better conditions.
8.2. The Operator recognises force majeure for affected bookings where public evidence exists: an orange or red ANM warning for the property's area during the stay; an access-road closure announced by CNAIR or local authorities; natural disasters; or mandatory authority measures such as evacuation, movement restrictions or property closure. The Operator decides at the tourist's or host's request and communicates its decision to both parties.
8.3. In cases recognised by the Operator, the tourist may choose (a) a full refund of amounts paid, without deductions or processing fees borne by either tourist or host; or (b) rescheduling to a date agreed with the host through messaging and recorded by the Operator. If the new stay's price differs, the tourist pays or receives the difference, as appropriate.
8.4. For temporary or partial impediments, such as inaccessible accommodation on the first day only, the specific impact on the booked period is assessed and the refund is proportionate to unused nights.
8.5. Sensitive evidence, including medical documents and third-party data, is limited to what is strictly necessary and handled under the Privacy Policy.
9.1. The Operator's 10% commission is borne by the host and calculated exclusively on the amount actually retained by the host after cancellation. A full tourist refund means zero commission. If the host retains 50% of accommodation value, commission is 10% of that retained amount. Commission never reduces the tourist's refund.
9.2. Payment processing costs (Stripe collection and, where applicable, refund fees) are borne by the host for all cancellations under the host's chosen policy, including full tourist refunds. They are deducted from the host's net amount or next payout. The Operator bears these costs only for cancellations recognised as force majeure under Article 8. Processing costs are never deducted from the tourist's refund.
9.3. Commission invoices are issued or corrected according to the amount actually owed, through the fiscal procedure in the Partner Terms.
10.1. The special tourism promotion tax (local tax) is paid by the tourist directly to the host at the property and is not included in amounts paid through the Platform; this policy does not affect it.
10.2. Cleaning is refunded in full for any cancellation received before check-in and for no-shows. Separable optional services not provided are refunded in full.
10.3. The Platform charges no damage deposit. Post-check-out damage claims are handled offline through support at contact@exploreapuseni.ro under the Guest Terms procedure (48 hours to claim, 5 days for the tourist to respond, Operator facilitation) and do not block any undisputed refund. The Platform does not provide an account-based flow for submitting or managing damage claims.
10.4. The host, as issuer, corrects the tourist's accommodation fiscal document. An administrative correction does not justify delaying a refund owed.
11.1. For cancellations where entitlement and amount follow directly from the accepted schedule, the Operator initiates a Stripe refund within 5 working days of receiving the cancellation request. For host cancellation, the period runs from its recording; for an erroneous or duplicate charge, from discovery. Any shorter statutory deadline applies.
11.2. Where checks are necessary, such as non-performance, force majeure or a dispute about cancellation time, the Operator provides a reasoned response or investigation update within 5 working days and refunds the undisputed portion without awaiting resolution of the remainder. Any later-established difference is initiated within 5 working days of determination.
11.3. The receipt day is excluded; working days are Monday–Friday excluding Romanian public holidays. These deadlines concern initiation of refunds and do not change cancellation thresholds.
11.4. Refunds go to the card used for payment. The Operator communicates amount, currency and status. Crediting depends on the processor and issuing bank, usually 5–10 working days from initiation. An expired card does not mean a failed refund; the bank usually redirects it to the associated account.
11.5. If refund to the original card is confirmed as failed, the Operator agrees a secure alternative, such as bank transfer, after verifying the account holder and avoiding duplicate payment. CVCs, passwords and banking codes are never requested.
11.6. A tourist refund is not postponed because funds have already been transferred to the host; settlement between Operator and host follows the Partner Terms. In a delay, the tourist is informed of its cause and status.
11.7. Refunds use the transaction currency (RON). Exchange differences and charges imposed by the tourist's bank are governed by the banking contract. A voucher is not a refund and may be accepted only voluntarily.
12.1. Tourists and hosts may request an explanation or review of the calculation through messaging, email or telephone. The response identifies the rule applied, cancellation time and amounts. The Operator is not a court and does not conclusively establish a disputed debt between tourist and host.
12.2. Consumers may contact ANPC and the SAL procedure (https://reclamatiisal.anpc.ro/), their issuing bank or a court without having to accept an internal solution. Partners use the Partner Terms complaints procedure.
12.3. Changes are communicated under the Guest Terms and Partner Terms and apply only to bookings confirmed after they take effect. Romanian and English versions contain the same percentages, deadlines and calculation rules; in a divergence, the Romanian version prevails.