Contact information

1. Merchant details

Trade name	RIVELO
Legal name	STARPAY TECH SRL
Registered office	Str. Belizarie 22-24, Bl. 5/1, Sc. D, Et. 2, Ap. 52, Sector 1, Bucharest, postal code 013968, Romania
Trade Registry	J2015012489400
Unique registration code	RO35116262
Share capital	220 lei
General email	contact@rivelo.ro
Phone	+40 720 123 551
Delivery area	Romania

2. How to contact us

Request type	What you can ask for
Pre-order questions	Information about products, compatibility, specifications, availability, payment methods and delivery estimates.
Orders and payments	Confirming or changing order details, payment status and invoice requests. Do not send full card details, CVV codes or passwords by email.
Delivery	Shipment status, tracking number, delayed, damaged, incomplete or wrongly delivered parcels.
Returns and withdrawal	Exercising your right of withdrawal, return instructions, cancelling an order and refund information. The digital withdrawal form is available on the site.
Warranty and non-conformity	Reporting defects, requests for repair, replacement, price reduction or contract termination, as applicable, under applicable law.
Installation and technical support	Guidance on installation, commissioning, maintenance, changing cartridges and membranes, and checking consumable compatibility.
Data protection	Exercising your GDPR rights, withdrawing consent, questions about privacy or cookies.
Complaints	Feedback regarding products, services, communication, delivery or shopping experience.

3. Useful information for a faster resolution

To help us identify and resolve your request as quickly as possible, please include, as applicable:

• the name used when placing the order and the order number;
• the email address or phone number associated with the order;
• a clear description of the request and the date the issue occurred;
• the product name and, if available, the serial number or code;
• photos or recordings relevant to damaged parcels, incomplete products, installation or defects;
• supporting documents, if needed to review the request.

4. Returns, warranties and products sent to RIVELO

For faster processing, we recommend contacting us or using the applicable digital feature before shipping. The confirmation we send you may include the exact logistics address, contact person and useful documents — this is a logistics-optimization recommendation, not a condition of your right of return: your right to return the product within the legal period remains unaffected, and in the absence of a different address communicated by RIVELO, products may be sent to the STARPAY TECH SRL address indicated on this page.

Package the product appropriately for its nature and weight, protect components against shocks and leaks, and keep proof of handover to the carrier. For installed products, disassembly and preparation for transport must be carried out safely.

Full details are set out in the Refund and Return Policy, the Shipping and Delivery Policy, and the warranty sections of the RIVELO Terms and Conditions.

5. Response time and communication

RIVELO aims to respond to requests within a reasonable timeframe, depending on their nature and complexity. Requests involving technical checks, couriers, payment processors, suppliers or service may require additional information and a longer resolution time.

The legal deadlines applicable to the right of withdrawal, refunds, warranty, data protection and complaints are not replaced by this notice and will be observed in accordance with applicable law.

Communications regarding an order may be sent by email, phone, SMS or through the platform's features and those of partners involved in performing the contract, within the scope for which the data was provided.

6. Complaints and dispute resolution

We recommend sending complaints to contact@rivelo.ro, with relevant information and documents. We will review the complaint and respond using the contact details provided.

Consumers may notify the National Authority for Consumer Protection (ANPC) and may use the alternative dispute resolution (ADR) mechanisms available under the law. Using the internal contact procedure does not limit access to the competent authorities or courts.

7. Data protection

Data provided by email, phone, forms, returns, warranty or support is processed to register and resolve the request, perform the contract, fulfill legal obligations and, where applicable, defend legitimate rights and interests.

For details on the categories of data, legal bases, recipients, transfers, retention periods and data subject rights, see the RIVELO Privacy Policy. Data protection requests should be sent to contact@rivelo.ro.

8. Updating this information

Contact details and available channels may be updated to reflect operational changes. The applicable version is the one published on rivelo.ro at the time of viewing. In the event of any discrepancy between this document and the mandatory information communicated during an order, the order-specific information and mandatory legal provisions shall apply.

Last updated: July 21, 2026

This is an English translation provided for convenience. In case of any discrepancy, the Romanian-language version of this policy shall prevail.