Settlement of complaints

If you wish to make a complaint regarding Vola.ro services or products, please contact us so that we can resolve it in a timely manner. For a quick, efficient, and amicable resolution of any issues that may arise, please send a message from customer.care@vola.ro

INFORMATION REGARDING ALTERNATIVE DISPUTE RESOLUTION (ADS/SAL)

As an individual user of the Vola.ro website, you also have the status of a consumer. Therefore, you have the option to contact a local ADR entity to resolve a complaint related to Vola.ro services that you were unable to resolve directly with Vola.ro.

WHAT IS THE "SAL" PROCEDURE?

"SAL" in Romanian refers to a procedure known as an Alternative Dispute Solution. It is an alternative mechanism to the judicial system that offers consumers the option of resolving disputes they may have with traders when facing issues related to the purchase of a product or service.

Complaints against traders are voluntarily submitted by consumers and are then resolved in an independent, impartial, transparent, quick, and fair manner. The "SAL" entity has the competence to provide alternative solutions for both national and cross-border disputes arising from sales contracts or service contracts concluded with a trader operating in Romania. "SAL" entities are extrajudicial entities. A "SAL" entity is a neutral party (e.g., a mediator or arbitrator) that can be used by Vola.ro to resolve disputes if the consumer decides to use the "SAL" procedure.

"SAL" Procedure:

This is a simple and fast procedure that is also low costs, thus being beneficial for both consumers and traders, who can avoid legal costs and lengthy procedures.

What are the conditions for accessing the "SAL" procedure?

The dispute cannot be resolved directly with the trader;
The complaint has not been previously examined by another "SAL" entity or a court, and has not been submitted to another public authority;
The complaint is submitted within 1 year from the date it was first submitted to the trader or from the date of the event that gave rise to the dispute;
The handling of the dispute does not seriously affect the efficient functioning of the "SAL" entity;
The dispute is not pursued in bad faith and is not offensive;
The dispute falls under the competence of the "SAL" entity that has been contacted.

If the "SAL" entity cannot examine a complaint that has been submitted to it, it will provide both parties with an explanation of the reasons for this within 21 calendar days from the receipt of the complaint file.

How do I submit a complaint through "SAL"?

The SAL (Alternative Dispute Resolution) department within the National Authority for Consumer Protection (ANPC) has the competence to provide alternative solutions for national and cross-border disputes arising from sales contracts or service contracts concluded with a trader operating in Romania, in the sectors where the ANPC is competent.