Terms and Conditions
Last updated: 22 September 2026
Please read these Terms and Conditions carefully before using the website, submitting an appointment request or purchasing a Pasindora subscription.
By accessing the website and, where applicable, placing an order, you confirm that you have read and understood these Terms and Conditions.
1. Identity of the trader
The website https://pasindora.ro and its subdomains are operated by:
SC SMILE HOLIDAYS SRL, trading under the commercial name Pasindora
Registered office: 31 Aleea Castanilor, Râmnicu Vâlcea, Romania
Trade Register number: J2017000621384
Unique registration code: 37751554
Telephone: 0775 555 000
Email: contact@pasindora.ro
Website: https://pasindora.ro
SC SMILE HOLIDAYS SRL acts as the trader and provider of the services presented and purchased through the website and is the legal entity responsible for issuing the corresponding tax documents.
2. Definitions
For the purposes of these Terms and Conditions, the following terms have the meanings set out below:
Pasindora or the Clinic – the commercial name under which SC SMILE HOLIDAYS SRL operates.
Website or Site – the website available at https://pasindora.ro and its subdomains.
User – any person who accesses or uses the website.
Customer – the natural or legal person who places an order or purchases a subscription through the website.
Patient – the person who receives the medical services provided by Pasindora.
Legal representative – the parent, guardian or person legally entitled to act on behalf of a minor or another represented person.
Subscription – a package of services purchased for a specified period under the conditions presented on the website and confirmed in the order.
SINGLE Subscription – a subscription intended for one person.
FAMILY Subscription – a subscription intended for at least two eligible members, with each member individually receiving the included services under the conditions presented at the time of purchase.
FAMILY Member – a person registered by the customer under a FAMILY subscription.
Order – the customer’s request submitted through the online form for the purchase of a subscription.
Contract – the contract concluded between SC SMILE HOLIDAYS SRL and the customer following acceptance of the order and confirmation of payment.
Payment provider – the provider processing the online payment, namely NETOPIA Payments or another provider displayed on the payment page.
Recurring payment – a payment made automatically at an established interval, only if this option is available and has been expressly accepted by the customer.
Content – all text, images, graphics, videos, trademarks, information and other elements published on the website.
3. Scope of these Terms and Conditions
These Terms and Conditions govern:
access to and use of the website;
information about Pasindora’s services;
appointment and enquiry submissions;
placement and confirmation of orders;
purchase and use of subscriptions;
payment processing;
the relationship between the customer, patient and Pasindora concerning services purchased online.
The actual provision of medical services is also subject to applicable healthcare legislation, professional standards and the individual assessment carried out by medical personnel.
4. Use of the website
The user agrees to use the website lawfully and not to take any action that may:
affect the operation or security of the website;
permit unauthorised access to information systems;
introduce malware or harmful code;
infringe the rights of Pasindora or other persons;
involve the use of false information or another person’s identity;
transmit illegal, abusive or misleading content;
automatically copy, extract or use content without authorisation;
generate fictitious orders or fraudulent transactions.
Pasindora may restrict the access of users who breach these obligations and may take the measures required to protect the website and other users.
5. Medical information on the website
Information published on the website is general and for informational purposes only.
This information:
does not constitute a diagnosis;
does not replace a medical consultation;
does not constitute an individual treatment recommendation;
does not guarantee that a particular procedure is suitable for every patient;
must not be used to delay a consultation or recommended treatment.
The indication, suitability, performance and outcome of a medical procedure depend on the individual assessment of the patient and the medical professional’s decision.
In a medical emergency, the user must contact the emergency medical services and must not rely solely on website forms or information.
6. Pasindora services and subscriptions
The description, price, duration and services included in each subscription are displayed on the subscription page and in the order form.
Before placing an order, the customer will be shown at least:
the name of the subscription;
the included services;
the total price and currency;
the validity period;
the specific conditions;
the payment method;
information concerning activation, cancellation and use.
Pasindora may update the structure, prices and conditions of subscriptions for future orders. Changes will not affect subscriptions that have already been purchased and confirmed, except where required by law or accepted by the customer.
7. SINGLE Subscription
The SINGLE Subscription is intended for one person identified at the time of purchase or activation.
The included services are those presented on the website and confirmed in the order.
The subscription and included services:
are assigned to the named patient;
cannot be converted into cash;
cannot be resold;
cannot be transferred to another person without Pasindora’s written approval;
must be used during the validity period.
8. FAMILY Subscription
The FAMILY Subscription may be purchased for at least two eligible members under the conditions displayed on the website.
Depending on the applicable commercial terms, members may include:
a spouse or partner;
children;
parents;
other persons expressly accepted by Pasindora.
Accurate and complete information must be provided for each member.
The person purchasing the FAMILY Subscription declares that:
they are authorised to provide the members’ information;
they have informed adult members about their registration and the processing of their data;
they are the legal representative or have the required authorisation when registering a minor;
they will communicate the relevant subscription conditions to the members.
Each member receives the included services individually. Services not used by one member cannot automatically be transferred to another member.
The addition, replacement or removal of a member after activation may take place only under the conditions accepted by Pasindora and communicated to the customer.
9. Placing an order
To place an order, the customer must:
select the subscription;
complete the requested information;
for a FAMILY Subscription, add the required members;
check the order summary and total price;
review and accept the mandatory contractual documents;
select the payment method;
confirm the order.
The customer is responsible for ensuring that the information provided is accurate and up to date.
Submission of the form does not automatically guarantee acceptance of the order. Pasindora may carry out checks regarding accuracy, eligibility or payment status.
10. Conclusion of the contract
The Contract is considered concluded after:
submission of the order;
acceptance of the Terms and Conditions;
successful confirmation of payment;
Pasindora sending confirmation of the order or subscription activation.
An automatic message confirming receipt of the request does not always represent final acceptance of the order where payment has not been confirmed or additional checks are required.
The Contract is concluded in Romanian. Where a translation is made available, the Romanian-language version will prevail in the event of differences in interpretation, to the extent permitted by law.
Order details and contractual documents may be stored electronically in accordance with legal obligations and the Privacy Policy.
11. Prices and currency
The applicable prices are those displayed on the website and in the order summary when the order is placed.
The transaction currency is Romanian leu – RON, unless another currency is expressly indicated on the payment page.
The total price and any applicable additional charges will be displayed before the order is confirmed.
In the event of an obvious pricing or technical error, Pasindora will inform the customer and offer the possibility of:
confirming the order at the correct price; or
cancelling the order and receiving a refund of the amount paid.
12. Online payment
Online payments are processed through NETOPIA Payments or the payment provider identified on the payment page.
The customer may be redirected to a secure page operated by the payment provider to complete the transaction.
Pasindora does not store the complete card number, CVV/CVC code or other complete card security information.
Completion of the payment may depend on:
authorisation by the card-issuing bank;
3D Secure authentication;
availability of the payment provider’s services;
anti-fraud checks;
accuracy of the information entered.
If the payment is declined, interrupted or cancelled, the subscription will not be activated until a valid payment has been confirmed.
13. Recurring payment and renewal
A subscription will not renew automatically unless:
the recurring payment option is available;
the customer is clearly informed before payment;
the customer expressly agrees to this option.
The customer may request that recurring payments be stopped before the next payment date by using the method communicated by Pasindora.
Stopping recurring payments prevents future charges but does not retroactively cancel payments already confirmed or services already provided.
14. Activation and validity of the subscription
The subscription is activated after payment confirmation and completion of any required checks.
The activation and expiry dates will be communicated to the customer by email, through the portal or another indicated channel.
Unless otherwise stated on the subscription page, the subscription is valid for 12 months from the activation date.
Appointments and included services must be completed during the validity period.
Expiry may result in the loss of the right to use remaining services, except where otherwise required by law, agreed in writing by Pasindora or caused by the Clinic’s inability to provide the services.
Simply requesting an appointment before expiry does not automatically extend the subscription where the appointment is scheduled after the expiry date. Exceptional circumstances will be assessed individually.
15. Appointment scheduling
Included services are provided:
by appointment only;
subject to clinic and medical staff availability;
following a medical assessment;
in accordance with the doctor’s indications and recommendations.
Purchasing a subscription does not guarantee the availability of a particular date, time or medical professional.
The customer and patient must provide accurate information, attend scheduled appointments and notify the Clinic in good time if they are unable to attend.
Appointment cancellation or rescheduling conditions may be communicated separately when the appointment is confirmed.
16. Medical assessment and adaptation of services
Services included in a subscription are not performed automatically or unconditionally.
Before a procedure, the medical professional may conduct an assessment to determine whether the service is appropriate and safe for the patient.
Depending on the clinical circumstances, the medical professional may:
recommend postponing a procedure;
modify the manner in which it is performed;
request additional investigations;
recommend a different treatment;
refuse to perform a contraindicated procedure.
Failure to perform a procedure for medical reasons does not automatically constitute a breach by the Clinic. The status of any unused service will be assessed in accordance with the Contract, medical recommendation and Cancellation and Refund Policy.
The subscription does not include treatments or procedures other than those expressly stated in its description.
17. Outcomes of medical services
The outcome of a medical procedure may vary depending on:
the patient’s state of health;
anatomical and biological characteristics;
the patient’s hygiene and behaviour;
compliance with medical recommendations;
attendance at follow-up appointments;
factors that cannot be fully controlled by the Clinic.
Pasindora cannot guarantee an identical medical outcome for every patient.
This provision does not limit the liability of the Clinic or medical personnel where such liability is established by law.
18. Invoicing
Invoices are issued by SC SMILE HOLIDAYS SRL using the information provided by the customer.
The customer is responsible for the accuracy of the billing information.
The invoice may be sent electronically to the provided email address and may be reported through mandatory tax systems in accordance with applicable legislation.
19. Order cancellation and refunds
The customer may submit an online cancellation request through the “Request order cancellation” page or by emailing contact@pasindora.ro.
The conditions concerning:
cancellation before activation;
cancellation after activation;
services already used;
full or partial refunds;
refund periods and methods;
stopping recurring payments;
are described in the Cancellation and Refund Policy, which forms an integral part of the contractual documentation.
Given the medical nature of the services, the applicability of the standard 14-day right of withdrawal is determined in accordance with applicable legislation, including any exclusions relating to healthcare service contracts.
This provision does not limit any rights granted to the customer by law, the Contract or Pasindora’s published Cancellation and Refund Policy.
Where a refund is due, it will generally be made using the same method used for payment unless another lawful method is agreed.
20. Refusal or cancellation of an order by Pasindora
Pasindora may refuse or cancel an order in circumstances including:
payment has not been confirmed;
the information provided is incomplete or clearly incorrect;
there are reasonable indications of fraud;
the order was generated as a result of a technical error;
the displayed price contains an obvious error;
eligibility conditions are not satisfied;
provision of the service is impossible;
other justified legal or medical reasons apply.
Where payment has already been received and the service cannot be provided, the amount will be refunded in accordance with the law and the Cancellation and Refund Policy, except for amounts corresponding to services already provided or costs lawfully payable.
21. Customer rights and obligations
The customer has the right:
to receive clear information about the subscription and its price;
to receive confirmation of the order;
to receive the purchased services under the Contract;
to request information about the subscription;
to submit a complaint;
to request cancellation or a refund under the applicable conditions;
to benefit from the rights provided under consumer protection legislation.
The customer must:
provide complete and accurate information;
pay the displayed price;
comply with the subscription conditions;
use the services during the validity period;
attend appointments and follow medical recommendations;
not transfer the subscription or services without approval;
inform FAMILY members about the applicable conditions;
use the website and services in good faith.
22. Pasindora’s rights and obligations
Pasindora undertakes:
to provide clear information about the services offered;
to protect personal data;
to confirm orders and payments;
to provide services through authorised personnel;
to comply with medical and professional standards;
to issue the required tax documents;
to manage requests and complaints;
to respect consumer rights.
Pasindora has the right:
to verify information and eligibility;
to request information required to provide the services;
to update offers for future orders;
to refuse a medically inappropriate procedure;
to suspend access in cases of abusive use;
to take measures to prevent fraud and protect its systems.
23. Limitation of liability
Pasindora makes reasonable efforts to ensure that the information on the website is accurate and up to date.
However, the website may be affected by:
technical errors;
temporary interruptions;
information requiring updates;
unavailability of third-party services;
display differences between devices.
Pasindora is not liable for damage caused exclusively by:
abusive use of the website;
incorrect information supplied by the user;
temporary failure of external services;
access to links or websites operated by third parties;
events outside its reasonable control.
Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited.
24. Intellectual property rights
Website content, including text, images, graphics, visual identity elements, trademarks, videos and page structure, is protected by intellectual property legislation.
Content may be used only for personal and informational purposes.
Without the prior written permission of the rights holder, it is prohibited to:
copy;
reproduce;
distribute;
publish;
modify;
use the content commercially;
remove identification elements;
use trademarks or images in a manner likely to cause confusion.
25. Data protection and cookies
The processing of personal data is described in:
Privacy Policy: https://pasindora.ro/politica-de-confidentialitate/
Cookie Policy: https://pasindora.ro/politica-de-cookie-uri/
These documents supplement these Terms and Conditions.
26. Newsletter and marketing communications
Subscription to the newsletter is optional and based on consent.
A subscriber may unsubscribe at any time:
by using the link included in marketing messages; or
by sending a request to contact@pasindora.ro.
Unsubscribing from marketing does not affect administrative communications required for appointments, orders, payments or active subscriptions.
27. Complaints
Complaints may be submitted using the following details:
Email: contact@pasindora.ro
Telephone: +40 743 410 314
Address: SC SMILE HOLIDAYS SRL, 31 Aleea Castanilor, Râmnicu Vâlcea, Romania
The complaint should contain the information required to identify the matter, including the customer’s name, contact information, order number and a description of the issue.
We will seek to resolve complaints amicably within a reasonable period, depending on the nature and complexity of the matter.
28. Alternative dispute resolution
Consumers may use the alternative dispute resolution mechanisms provided by the Romanian National Authority for Consumer Protection – ANPC.
Information about the ADR procedure is available at:
https://reclamatiisal.anpc.ro/
General consumer protection information is available at:
Using an alternative dispute resolution procedure does not limit the consumer’s right to refer the matter to the competent courts.
29. Force majeure
Neither party will be liable for failure to perform its obligations where this is caused by a force majeure event recognised under applicable law.
The affected party will notify the other party within a reasonable period and take appropriate steps to limit the effects of the event.
30. Governing law and jurisdiction
These Terms and Conditions are governed by Romanian law.
Any disagreement will first be addressed through an amicable resolution process.
Where an amicable resolution is not possible, the dispute will be referred to the competent courts in accordance with the law, without affecting the special rights available to consumers.
31. Changes to these Terms and Conditions
Pasindora may update these Terms to reflect:
legislative changes;
changes to the services;
technical changes;
updates to the ordering and payment system;
requirements imposed by providers or authorities.
The version applicable to an order is the version available and accepted when that order is placed.
The updated version will be published on the website together with the date of the latest revision.
32. Final provisions
If any provision of these Terms becomes invalid, unlawful or unenforceable, the remaining provisions will continue to apply.
Failure to immediately exercise a right does not constitute a waiver of that right.
These Terms are supplemented by:
the subscription description;
the order confirmation;
the Privacy Policy;
the Cookie Policy;
the Service Provision and Subscription Activation Policy;
the Cancellation and Refund Policy;
applicable medical consent forms and documents.
33. Contact
For questions concerning these Terms and Conditions, please contact:
SC SMILE HOLIDAYS SRL – Pasindora
Address: 31 Aleea Castanilor, Râmnicu Vâlcea, Romania
Telephone: 0775 555 000
Email: contact@pasindora.ro
Website: https://pasindora.ro