Cancellation and Refund Policy
Last updated: 22 September 2026
This Cancellation and Refund Policy governs the conditions under which an order may be cancelled, a subscription renewal may be stopped or a refund may be requested for amounts paid for Pasindora subscriptions.
This Policy supplements the Terms and Conditions available on the website and applies to subscriptions purchased online from:
SC SMILE HOLIDAYS SRL – Pasindora
Registered office: 31 Aleea Castanilor, Râmnicu Vâlcea, Romania
Trade Register number: J38/621/2017
Unique registration code: 37751554
Email: contact@pasindora.ro
Telephone: 0775 555 000
1. How to request a cancellation
A cancellation request may be submitted online through the form available on the contact page:
The request should include:
the customer’s first name and surname;
the email address used for the order;
telephone number;
order number, if available;
subscription type;
name of the subscription holder;
reason for the request;
confirmation of whether the customer also wishes to stop recurring payments.
The request may also be submitted by email to contact@pasindora.ro with the subject line “Subscription cancellation request”.
Submitting a request does not automatically result in a refund. Pasindora will verify the status of the order, subscription activation and any services already used.
2. Cancellation before subscription activation
If payment has been confirmed but the subscription has not yet been activated, the customer may request cancellation of the order and a full refund of the amount paid.
If payment has not been completed or confirmed, the order may be cancelled without any amount being due for refund.
3. Cancellation after activation without services being used
If the subscription has been activated but the holder or registered members have not used any included services, the customer may request cancellation and a full refund of the amount paid.
The request must be submitted before any service included in the subscription has been used.
Scheduling an appointment does not, by itself, constitute use of a service where the consultation or procedure has not taken place.
4. Cancellation after services have been used
If one or more included services have already been used, the value of the services provided will be calculated using the Clinic’s standard individual prices applicable on the date on which those services were provided.
The following will be deducted from the amount paid for the subscription:
the standard value of the services already provided;
any other amounts lawfully due and communicated to the customer, where applicable.
Any positive remaining balance will be refunded to the customer.
If the standard value of the services already used is equal to or greater than the amount paid for the subscription, no amount will remain available for refund. The customer will not be required to pay an additional amount solely as a result of this recalculation, except for additional services separately requested and accepted.
Upon request, the customer will be informed of the calculation used to determine the refunded amount.
5. Cancellation of a FAMILY Subscription
For a FAMILY Subscription, the calculation will take into account the services used by each registered member.
If complete cancellation of the FAMILY Subscription is requested:
the services used by each member will be verified;
their value will be calculated using the standard individual prices;
any positive balance remaining from the amount paid will be refunded to the customer.
The removal of only one member will be assessed separately because a FAMILY Subscription requires at least two registered members.
If removing a member means that the minimum requirement is no longer satisfied, Pasindora may propose:
replacing the member, where possible;
transferring to another subscription type;
recalculating and cancelling the subscription;
another solution accepted by the customer and permitted under the applicable commercial conditions.
No change will be made without informing the customer.
6. Medically contraindicated services
Services included in a subscription are provided only following medical assessment and where they are appropriate for the patient’s circumstances.
If the medical professional determines that a particular service cannot be provided for medical reasons, Pasindora may propose, as appropriate:
postponing the service;
adapting the care plan;
replacing it with an appropriate service, with the patient’s agreement;
extending the period of use where justified;
refunding the remaining unused value.
If the subscription is cancelled for medical reasons, services already provided will be deducted in accordance with this Policy and any positive remaining balance will be refunded.
7. Subscription expiry
Pasindora subscriptions are valid for the period communicated upon activation, normally 12 months.
The customer is responsible for scheduling and using the services during this period.
After the subscription expires:
unused services cannot be converted into cash;
unused services are not automatically transferred to a new period;
the amount corresponding to unused services is not refundable.
If the services could not be provided for a reason attributable exclusively to the Clinic, the matter will be assessed individually and Pasindora may offer an extension or a proportional refund of the unused value.
8. Recurring payments
Where recurring payments are available and have been accepted, the customer may request that they be stopped through the contact form or by emailing contact@pasindora.ro.
The request must be submitted before the next payment is processed.
Stopping recurring payments:
prevents future charges;
does not retroactively cancel payments already confirmed;
does not automatically result in a refund for services already used;
does not affect rights already acquired for the paid period.
The customer will receive confirmation that the request has been registered.
9. Refund method
Refunds will generally be made using the same method used for the original payment.
For orders paid online by card, the refund will be initiated through NETOPIA Payments and returned to the card used for the transaction.
NETOPIA processes the financial operation, but the assessment and approval of the refund request are the responsibility of Pasindora.
After the refund has been initiated, the time required for the amount to appear in the customer’s account may depend on the card-issuing bank.
10. Processing period
Pasindora will confirm receipt of the request using the contact details provided.
The request will be assessed within a reasonable period, depending on:
verification of the requester’s identity;
confirmation of the order and payment;
verification of the services used;
the circumstances of FAMILY members;
the need for a medical or administrative assessment.
Where a refund is approved, it will be initiated without undue delay and generally no later than 14 calendar days after approval of the request.
The actual time required for the amount to become visible in the account may vary depending on the payment provider and card-issuing bank.
11. Right of withdrawal and the nature of the services
Pasindora subscriptions concern the provision of healthcare services.
The applicability of the standard right to withdraw from a distance contract is determined in accordance with applicable legislation and the legal framework governing healthcare services.
Regardless of whether a standard statutory right of withdrawal applies, Pasindora provides an online method for submitting a cancellation request and will assess the request in accordance with this Policy, the Contract and any services already used.
This Policy does not limit the rights granted to consumers by law.
12. Unauthorised orders or payments
If a person believes that an order or payment was made without their authorisation, they should contact Pasindora as soon as possible and provide the information required to identify the transaction.
Pasindora may request identity verification and may cooperate with NETOPIA Payments and the relevant banking institution to investigate the matter.
13. Complaints
For complaints concerning cancellation or refunds, 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
Consumers may also use the alternative dispute resolution mechanism made available by the Romanian National Authority for Consumer Protection:
https://reclamatiisal.anpc.ro/
14. Changes to this Policy
Pasindora may update this Policy to reflect legislative, commercial, medical or technical changes.
The version applicable to an order is the version available and accepted when the order is placed.
The updated version will be published on the website together with the date of the latest revision.
15. Submit a cancellation request
To cancel an order or subscription, or to stop a recurring payment, please visit the contact page and select:
“Order/subscription cancellation”
Contact form:
https://pasindora.ro/contact/
Alternative email address:
contact@pasindora.ro