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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. Explore Apuseni 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. Tourists, hosts and persons acting for the Operator must respect everyone's dignity and right to equal treatment. This rule applies to listings, booking requests, messages, arrival at accommodation, stays, experiences, complaints and access to the Platform's services.
1.3. We do not accept discrimination based on race, nationality, ethnicity, language, religion, beliefs, sex, sexual orientation, gender identity, age, disability, non-contagious chronic illness, HIV infection, family circumstances, social category, membership of a disadvantaged group or any other ground protected by law (Government Ordinance no. 137/2000).
2.1. Rejecting a request, cancelling a booking, refusing admission to a property or imposing less favourable prices, conditions or rules for discriminatory reasons is prohibited. Manual acceptance of requests does not allow a host to select tourists on such grounds.
2.2. Advertisements, descriptions and messages excluding categories of people, insults, harassment and intimidation related to the grounds in Article 1.3, and encouraging others to discriminate are prohibited. Examples include rejecting a couple because the partners are of the same sex; imposing higher prices because of ethnicity or nationality; and insulting messages about a guest's religion.
2.3. An apparently neutral rule is discriminatory if it disadvantages certain people without an objective, lawful and proportionate justification. A host's personal preferences and assumptions about a group's behaviour are not justifications.
2.4. Retaliation against anyone who reports an incident in good faith, requests support or participates in an investigation is prohibited.
3.1. Actual availability, the property's authorised capacity, statutory tourist identification rules and specific conduct threatening safety may justify certain decisions if applied consistently to everyone. The host must state the real reason for rejection; claiming there is no availability to conceal discriminatory exclusion is prohibited.
3.2. Property rules concerning children must be lawful, objective and displayed in the listing, for example restrictions relating to safety or bed capacity. The minimum age for the person making the booking (18) does not mean that accompanied children are excluded.
3.3. The host must describe the property's accessibility specifically: steps, lift, door widths, adapted bathroom and parking. Hosts must not describe a property as accessible without being able to substantiate this, or assume that a person with a disability cannot use it. Practical needs should be discussed individually, in good faith, through messaging.
3.4. A “no pets” rule cannot override the statutory right of free, unrestricted access for a guide or assistance dog accompanying a person with a severe disability (Article 64(5) of Law no. 448/2006). No pet fee may be charged for this access.
3.5. Tourists may only be asked for information necessary to organise the service. Diagnoses, sexual orientation, religion or other sensitive data must not be requested. Statutory identification requirements must be applied without turning nationality or origin into a ground for exclusion.
4.1. An incident can be reported through Platform messaging, at contact@exploreapuseni.ro or on 0750 269 246. A completed booking is not required to report discriminatory conduct.
4.2. Helpful information includes the listing or booking reference, date, description of the facts, messages or other available evidence, and a contact method. A lack of complete evidence does not prevent a report. Please do not send unnecessary medical documents or information about third parties.
4.3. The Operator acknowledges receipt within 2 working days, investigates without unjustified delay, requests explanations from the parties where necessary, and communicates the outcome within 15 working days. Information is accessible only to those who need it for the investigation, under the Privacy Policy. We cannot promise absolute anonymity if resolution or the law requires disclosure of information.
4.4. If the incident affects an imminent arrival or an ongoing stay, please say so to allow prioritisation. In immediate danger, call 112; Platform support is not an emergency service.
5.1. Depending on severity, repetition, evidence and risk to people, the Operator may require correction of a listing or an end to the conduct; issue a warning; restrict access to certain functions; or suspend or terminate the host relationship or tourist account. An interim protective measure may be taken before the investigation is complete.
5.2. Measures must be reasoned and proportionate. The affected person may provide explanations and request a free review through the channels in Article 4.1, under the procedures in the Guest Terms (Article 19) and Partner Terms (Articles 20–23). A Featured subscription does not remove responsibility for breaches of this policy.
5.3. The Operator communicates the outcome within the limits of the law and data protection requirements. Its contractual measures do not replace a finding of an administrative or criminal offence by the authorities and do not include fines imposed by the Platform.
5.4. If a confirmed booking is not honoured for discriminatory reasons attributable to the host, it is treated as a host cancellation: the tourist receives a full refund under the Cancellation and Refund Policy, without having to withdraw their report to exercise their rights.
6.1. A person who considers that they have suffered discrimination may contact the National Council for Combating Discrimination (CNCD) within one year of the incident or of becoming aware of it: https://www.cncd.ro/depune-o-petitie/.
6.2. Court proceedings and other legal remedies remain available. The internal procedure is not a prerequisite and does not suspend statutory time limits. Consumer rights matters may also be reported to ANPC.
6.3. Policy changes are communicated under the Guest Terms and Partner Terms, without limiting rights recognised by law.