Terms of service
This document sets out the rules applicable to using the site and to orders placed on rivelo.ro. For consumers, these terms are supplemented by the mandatory rights provided under Romanian and European Union law.
1. Merchant identity and scope
1.1. The site rivelo.ro and the RIVELO online store are operated by STARPAY TECH SRL, a limited liability company incorporated in Romania, with its registered office at Str. Belizarie 22-24, Bl. 5/1, Sc. D, Et. 2, Ap. 52, Sector 1, Bucharest, postal code 013968, registered with the Trade Registry under no. J2015012489400, tax ID RO35116262, share capital 220 lei, VAT payer, hereinafter referred to as "RIVELO", "we" or the "Seller".
1.2. You can contact us at contact@rivelo.ro and +40 720 123 551. Full details are also available on the "Legal Notice" and "Contact Information" pages.
1.3. These Terms apply to individuals and legal entities that use the site or purchase products. The special rights provided for consumers apply only to individuals acting for purposes outside their trade, business, craft or profession.
1.4. For business customers (B2B), the contractual relationship is governed by these Terms, the individual offer or contract, the invoice issued, and general law. The legal provisions on the consumer's right of withdrawal and the statutory guarantee of conformity do not automatically extend to B2B purchases.
2. Definitions
| Term | Meaning |
| Customer | any individual or legal entity that places an order or enters into a contract with RIVELO. |
| Consumer | an individual acting for purposes outside their trade, business, craft or profession. |
| Professional/B2B | a sole trader, business, company or other entity purchasing in connection with its professional activity. |
| Order | the request submitted through the site to purchase one or more products. |
| Contract | the distance contract concluded between the Customer and RIVELO after RIVELO accepts the order. |
| Products/Goods | water filtration systems, reverse osmosis systems, filters, cartridges, membranes, parts, accessories and other goods displayed on the site. |
| Consumables | components with a limited service life, including cartridges, membranes and other parts that must be replaced periodically. |
| Site | rivelo.ro, including the pages, features and Shopify storefront interface. |
| Durable medium | a means enabling the storage and unchanged reproduction of information, such as email or a PDF document. |
3. Acceptance of the Terms and use of the site
3.1. Accessing the site implies compliance with the rules of use, and placing an order implies acceptance of the version of the Terms shown before checkout is completed. The Customer should also read the shipping, refund, privacy and cookie policies, which supplement this document.
3.2. The site may only be used for lawful purposes. Unauthorized access, introducing malicious code, disrupting the site's operation, unauthorized automated extraction of content, identity theft and placing fraudulent orders are prohibited.
3.3. We may suspend or restrict a user's access where there are reasonable indications of fraud, a cyberattack, infringement of others' rights, or abusive use. Such a measure does not affect the consumer's rights already acquired under accepted orders.
4. Customer account
4.1. Creating an account is optional if the site interface also allows guest checkout. The Customer is responsible for the accuracy of the information provided and for keeping login credentials confidential.
4.2. The Customer must inform us without delay if they suspect unauthorized use of their account. We are not liable for damages caused solely by the Customer's negligent disclosure of their password, without limiting our liability for security failures attributable to RIVELO.
4.3. Processing of data associated with the account is carried out in accordance with the Privacy Policy.
5. Products and information on the site
5.1. RIVELO sells water filtration systems and components. Essential characteristics, package contents, conditions of use, compatibility and any installation requirements are presented on the product page, in the technical sheet, or in the manufacturer's documentation.
5.2. Images are for presentation purposes. Shades, packaging or non-essential elements may vary due to the screen, manufacturer updates or production batch, without affecting the essential contractual characteristics.
5.3. The performance of a filtration system depends on the model, pressure, temperature, flow rate, quality of the incoming water, installation, maintenance and wear of consumables. Claims about the reduction of certain substances should be interpreted within the conditions and limits stated by the manufacturer; products must not be used outside their technical specifications.
5.4. The Customer must verify the product's compatibility with the installation space, fittings, water source and intended use. Where the Customer communicates a special purpose to us before the contract is concluded, our recommendation becomes relevant only to the extent we have expressly accepted that purpose based on complete information provided by the Customer.
5.5. We reserve the right to correct material errors in text, images or specifications. If a correction affects an essential characteristic of an order already placed, we will inform the Customer and request their consent before fulfilling the order.
6. Availability, prices and promotions
6.1. Stock indications are approximate until the order is accepted. If a product becomes unavailable, we will inform the Customer and, as applicable, propose a new timeframe, an alternative product, or cancellation with a full refund of amounts paid.
6.2. Prices are expressed in lei and include VAT at the applicable rate. Delivery costs and any other mandatory costs are shown before the order is placed.
6.3. RIVELO may change prices for the future. Such a change does not affect orders already accepted.
6.4. In the event of an obvious pricing error that a reasonable Customer should have recognized, we are not obliged to deliver at the erroneous price. We will inform the Customer without delay and offer the option to confirm the order at the correct price or cancel it, with a refund of amounts paid.
6.5. Promotions and discount codes apply under the conditions shown for each campaign. Unless stated otherwise, codes cannot be combined, are not convertible into cash, and do not apply retroactively.
7. Placing an order and concluding the contract
7.1. To place an order, the Customer selects products, completes the requested information, chooses the delivery and payment method, reviews the order summary, and clicks the button that unambiguously indicates a payment obligation.
7.2. Before submitting the order, the Customer can identify and correct errors using the cart and checkout page features. The Customer is responsible for the delivery and billing information entered.
7.3. The automatic message confirming receipt of the order proves that the request has been registered, but does not necessarily constitute its acceptance. The contract is concluded when RIVELO sends confirmation of acceptance/shipment or expressly communicates acceptance of the order.
7.4. We may refuse or cancel an order before acceptance in cases of unavailability, an obvious error, incomplete data, inability to validate payment, reasonable suspicion of fraud, exceeding the limits of a promotion, or an objective impossibility of performance. The Customer will be informed, and any amounts collected will be refunded without undue delay.
7.5. The contract and mandatory information are communicated or made available on a durable medium. The language of the contract is Romanian.
8. Payment and invoicing
8.1. Payment may be made by bank card processed by Netopia Payments, cash on delivery, or other methods shown at checkout. The availability of a method may depend on the order value, destination, or legitimate anti-fraud checks.
8.2. RIVELO does not store full card details. Payment authorization and processing are carried out by the payment processor under its own terms and security standards.
8.3. The invoice is issued based on the information provided by the Customer and may be sent electronically. The Customer should check the details before completing checkout and request correction of any errors as soon as possible.
8.4. For B2B purchases, the Customer is responsible for providing correct tax information and meeting the legal requirements applicable to electronic invoicing.
9. Delivery and transfer of risk
9.1. We deliver exclusively within Romania, through the couriers indicated in the Shipping Policy. The estimated timeframe is communicated before the order is placed and may vary depending on stock, location, and courier volume.
9.2. For consumers, the risk of loss or damage transfers when the consumer, or a person designated by the consumer other than the carrier, takes physical possession of the goods. If the carrier is chosen by the consumer without being offered by RIVELO, the risk transfers upon handover of the goods to that carrier, within the limits of the law.
9.3. The Customer is asked to check the integrity of the parcel and to promptly inform us of any damage or shortage. The absence of a note at delivery does not remove the consumer's legal rights, but immediate documentation helps resolve the complaint.
9.4. If delivery cannot be carried out due to an incorrect address, unjustified refusal, or repeated inability to contact the Customer attributable to them, we may charge the reasonable costs of a new shipment, without affecting the consumer's mandatory rights.
10. Installation, commissioning and maintenance
10.1. Filtration systems must be installed according to the product instructions, technical standards and the conditions of the plumbing installation. RIVELO recommends installation by qualified personnel, especially where the installation involves work on water supply, electrical wiring, drilling, or pressure adjustments.
10.2. If installation is sold or arranged by RIVELO as part of the contract, we are liable for performing the service and for non-conformities caused by installation carried out under our responsibility.
10.3. If the product is intended for installation by the Customer, incorrect installation caused by defective instructions provided by RIVELO or the manufacturer is treated under the legal rules on conformity. Conversely, defects caused solely by failure to follow correct instructions, unqualified installation, improper pressure, freezing, impact, unauthorized modifications, or incompatible fittings do not constitute defects attributable to RIVELO.
10.4. The Customer must follow the sanitizing, maintenance and consumable-replacement schedule. Intervals are estimates and may be shorter depending on water quality and volume. Failure to replace consumables on time may reduce performance or damage the system.
10.5. Using compatible consumables is permitted if they meet the technical specifications. The warranty cannot be excluded solely for using a third-party brand; however, RIVELO is not liable for a defect proven to be caused by an incompatible, non-conforming, or incorrectly fitted consumable.
11. Consumer's right of withdrawal
11.1. The consumer may withdraw from the contract without giving a reason and without penalties within 14 calendar days, calculated in accordance with Emergency Ordinance no. 34/2014. For an order with multiple goods delivered separately, the period generally runs from receipt of the last good.
11.2. Withdrawal may be exercised through the digital feature visible and accessible on the site, unambiguously labeled, through the form made available, or through any unequivocal statement sent to contact@rivelo.ro. The online feature allows the order and the goods concerned to be identified and generates, without delay, confirmation on a durable medium including the content, date and time of submission.
11.3. It is sufficient for the withdrawal statement to be sent before the deadline expires. The consumer returns the goods without undue delay and no later than 14 days from communicating the withdrawal, unless RIVELO has offered to collect them.
11.4. The direct cost of the return is borne by the consumer, except where RIVELO has agreed to bear it or has not informed the consumer of this cost. For defective, non-conforming, or wrongly delivered goods, costs are borne by RIVELO in accordance with the law.
11.5. The consumer may examine and test the goods only to the extent necessary to establish their nature, characteristics and functioning, similar to a reasonable examination in a physical store. The consumer is liable only for any diminished value caused by handling beyond this limit. The original packaging is not an absolute condition of withdrawal, but should be kept and used, where possible, to protect the goods during transport.
11.6. RIVELO refunds the amounts received, including the standard initial delivery cost, without undue delay and no later than 14 days from being informed of the withdrawal. We may withhold the refund until the goods are received or proof of shipment is provided, whichever is earlier. Additional costs for a delivery method more expensive than the standard one are not refunded.
11.7. Operational details, the return address and the form are set out in the Refund/Return Policy, which supplements this section.
12. Exceptions to the right of withdrawal
12.1. The right of withdrawal does not apply in the cases provided by law, including, as applicable:
- goods made to the consumer's specifications or clearly personalized;
- sealed goods which are not suitable for return due to health protection or hygiene reasons and which were unsealed after delivery, only where their nature and sealing genuinely justify this exception;
- goods which, after delivery, are inseparably mixed with other items;
- services fully performed, if performance began with the consumer's prior express consent and after confirming the loss of the right of withdrawal, where the law allows this.
12.2. For cartridges, membranes and other consumables, simply labeling them a "hygiene product" is not sufficient. The exception applies only to products delivered with a seal relevant to health/hygiene protection, unsealed after delivery, and which, by their nature, cannot be safely put back into circulation.
12.3. Installing a system does not automatically exclude withdrawal. However, signs of use, consumption of components, contamination of the circuit, or damage resulting from installation may justify a proportionate reduction in value, assessed individually.
13. Conformity of goods and warranties
13.1. For consumers, RIVELO is liable for non-conformities existing at delivery and identified within the statutory period, generally two years from delivery, in accordance with Emergency Ordinance no. 140/2021. This statutory liability is not limited by any commercial warranty offered by the manufacturer.
13.2. In case of non-conformity, the consumer may request that the goods be brought into conformity, choosing between repair and replacement, except where the chosen option is impossible or disproportionate. Under the conditions set by law, the consumer may be entitled to a proportionate price reduction or termination of the contract.
13.3. Repair or replacement is carried out free of charge, within a reasonable period set in accordance with the law and without significant inconvenience. If the non-conformity is found shortly after delivery, the consumer benefits from the special rights provided by applicable law.
13.4. Consumables are subject to normal wear and their lifespan depends on water volume and quality. Normal depletion of filtration capacity does not constitute non-conformity. However, manufacturing defects or non-conformities existing at delivery remain covered.
13.5. Damage caused solely by use contrary to the instructions, incorrect installation not attributable to RIVELO, unauthorized interventions, accidents, freezing, out-of-range pressure, lack of maintenance, or incompatible consumables is not covered as a non-conformity attributable to RIVELO. This rule does not remove liability for defective instructions or for installation carried out under RIVELO's responsibility.
13.6. For B2B customers, the warranty and remedies are those set out in the product documentation, the commercial offer, the individual contract and general law, as applicable.
14. Complaints, service and returning non-conforming products
14.1. Complaints should be sent to contact@rivelo.ro and should include, where possible, the order number, the product, a description of the problem, photos/video, and contact details. The absence of these elements does not prevent the exercise of legal rights but may extend the technical review.
14.2. Before sending a bulky or installed product, the Customer should request service instructions to avoid damage during disassembly and transport. RIVELO may request reasonable checks, without shifting to the consumer the legal burden that rests with the seller.
14.3. If the product is found to be conforming and the problem stems from installation, maintenance, or external conditions, we may communicate the diagnosis and, with the Customer's consent, offer paid services. No cost will be charged to the consumer without prior information and consent.
15. Obligations of the parties
15.1. RIVELO's obligations
- to provide clear and accurate information about essential characteristics, price and costs;
- to confirm receipt of the order and, after acceptance, to deliver the goods in accordance with the contract;
- to respect consumer rights regarding withdrawal, conformity and refunds;
- to protect personal data in accordance with the Privacy Policy;
- to resolve complaints in good faith and within a reasonable time.
15.2. Customer's obligations
- to provide complete and accurate information and to pay the price and costs accepted;
- to verify compatibility and technical conditions, requesting support before ordering when necessary;
- to follow the installation, use, sanitizing and maintenance instructions;
- not to use the product for water or conditions expressly excluded by the technical documentation;
- to reasonably cooperate with delivery, return, diagnosis, and the exercise of the warranty.
16. Limitation of liability
16.1. No clause in these Terms excludes or limits the consumer's mandatory rights, liability for intent or gross negligence, personal injury, non-conforming products, or any other liability that cannot be legally limited.
16.2. To the extent permitted by law, RIVELO is not liable for damages caused by incomplete or incorrect information provided by the Customer, improper use, third-party interventions, failure to perform maintenance, water-supply conditions outside specifications, or events beyond RIVELO's reasonable control.
16.3. RIVELO does not warrant that a model is suitable for a specific professional, industrial, medical or laboratory purpose unless that purpose has been communicated and expressly accepted in writing. The products do not replace laboratory testing, recommendations from authorities, or mandatory measures regarding water potability.
16.4. For B2B customers, to the extent permitted by law and unless otherwise agreed, RIVELO is not liable for indirect losses, lost profit, business interruption, or loss of opportunities. This limitation does not apply in cases of intent, gross negligence, or breach of an obligation that cannot be limited.
16.5. The site may be temporarily unavailable for maintenance or due to technical issues. We will make reasonable efforts to restore it, without guaranteeing uninterrupted operation at all times.
17. Intellectual property and reviews
17.1. The texts, graphics, photographs, logos, design elements, databases and materials on the site belong to RIVELO/STARPAY TECH SRL or are used under rights/licenses. Reproduction, distribution or commercial exploitation without consent is prohibited, except where permitted by law.
17.2. By submitting a review, the Customer states that it reflects a genuine experience and does not contain false, unlawful, or defamatory information, third parties' personal data, or unauthorized promotional content.
17.3. We may moderate or remove reviews that violate the law or the rules above, without removing reviews merely because they are negative. Where the site indicates that a review comes from a verified buyer, we use reasonable mechanisms to verify the connection to the purchase.
17.4. The Customer grants RIVELO a non-exclusive, royalty-free license to display the review on the site and in product-related communications, in compliance with moral rights and personal data legislation. The Customer may request that their data be anonymized, under the conditions of the law.
18. Commercial communications and data protection
18.1. Operational communications regarding the order, payment, delivery, service and security are necessary to perform the contract or comply with legal obligations.
18.2. Newsletters and promotional communications are sent based on consent or, where permitted by law, to existing customers for similar products, with a clear option to object/unsubscribe on every message.
18.3. The processing of personal data, recipients, and international transfers are described in the Privacy Policy. The use of cookies is described in the Cookie Policy and in the preference center.
19. Force majeure and independent events
19.1. Neither party is liable for non-performance caused by an external, unforeseeable, absolutely irresistible and unavoidable event, under the conditions of the law. Such situations may include, as applicable, natural disasters, conflicts, restrictions imposed by authorities, major infrastructure disruptions, or other comparable events.
19.2. The affected party will inform the other party and make reasonable efforts to limit the effects. If performance becomes impossible or is significantly delayed, the consumer's rights regarding termination and refund remain those provided by law.
20. Governing law and dispute resolution
20.1. Contracts are governed by Romanian law. For consumers who benefit from more favorable mandatory rules under European Union law, the choice of Romanian law does not deprive them of the protection granted by rules that cannot be excluded by agreement.
20.2. We encourage amicable resolution. Complaints should be sent to contact@rivelo.ro, with a clear description and relevant documents.
20.3. Consumers may contact the National Authority for Consumer Protection (ANPC) and the competent alternative dispute resolution (ADR) entities, according to the information available on ANPC's website.
20.4. Disputes not resolved amicably will be referred to the competent courts under the law. For consumers, no contractual choice of jurisdiction applies that would restrict their right to bring a claim before the court competent under mandatory rules.
21. Changes to the Terms, partial invalidity and contact
21.1. We may update the Terms for legislative, technical or commercial changes. The version applicable to an order is the one accepted at the time the order is placed and confirmed; subsequent changes do not retroactively affect contracts already concluded.
21.2. If a clause is void, unenforceable, or contrary to a mandatory rule, the remaining clauses remain valid, and the affected clause is interpreted or replaced to the extent permitted by law, without reducing consumer rights.
21.3. Temporary non-exercise of a right does not constitute a waiver of that right.
21.4. Contact: STARPAY TECH SRL, Str. Belizarie 22-24, Bl. 5/1, Sc. D, Et. 2, Ap. 52, Sector 1, Bucharest, postal code 013968; email contact@rivelo.ro; phone +40 720 123 551.
Legal references
This document was drafted taking into account, among others, Emergency Ordinance no. 34/2014 on consumer rights, as amended including by Emergency Ordinance no. 18/2026, Emergency Ordinance no. 140/2021 on contracts for the sale of goods, Law no. 365/2002 on electronic commerce, Law no. 363/2007 on unfair commercial practices, the Civil Code, and data protection legislation. In case of discrepancy, mandatory legal rules prevail.
This is an English translation provided for convenience. In case of any discrepancy, the Romanian-language version of this policy shall prevail.