COMPLAINT RESOLUTION POLICY
Published at: vergo.ro/legal/complaints · an integral part of the Terms and Conditions of the VERGO Platform
SUMMARY
Any complaint is sent to office@vergo.ro. We confirm receipt within 2 business days at the latest. We respond on the merits within 30 calendar days at the latest, and for most situations much sooner — the specific deadlines are in the table in Section 3. If the response does not satisfy you, alternative dispute resolution is available to you, as described in Section 6.
1. Who may complain
Any User of the Platform — an individual or a legal entity, from Romania or from another Member State of the European Union or of the European Economic Area — as well as any person whose data is processed by VERGO, even if not a User.
Complaints may be made in Romanian or English.
2. Channels of submission
| Channel | Address | For what |
|---|---|---|
| General complaints e-mail | office@vergo.ro | any dissatisfaction; single point of entry |
| Technical support | office@vergo.ro | processing errors, incomplete reports, features that do not work |
| Refunds | office@vergo.ro | unused credits, subscriptions, credit notes |
| Withdrawal from the contract | office@vergo.ro | exercising the right of withdrawal within 14 days |
| Data protection | office@vergo.ro | access, rectification, erasure, objection, any GDPR request |
| Accessibility | office@vergo.ro | accessibility barriers in the Platform |
| Contesting a measure | office@vergo.ro | suspension or restriction of the account |
| Post | VERGO HUB S.R.L., Str. Anton Pann 2, Et. P, Ap. 3, Sector 3, București, cod 030796, Romania | if you prefer the written form |
A complaint sent through the wrong channel is not rejected: we redirect it internally, and the deadline runs from the time it was first received.
3. Response deadlines
| Type of complaint | Confirmation of receipt | Response on the merits | Basis |
|---|---|---|---|
| Confirmation of any complaint | 2 business days | — | VERGO commitment |
| General complaint | 2 business days | 30 calendar days maximum | Government Ordinance no. 27/2002 on the handling of petitions (O.G. 27/2002) |
| Error in processing a report | 2 business days | 5 business days, with a solution or a remediation deadline | Return and Refund Policy, §6.4 |
| Contesting an automatically generated result | 2 business days | 5 business days, review by a human operator | Notice on Automated Systems and Artificial Intelligence, §5.2 |
| Request for refund of unused credits | 2 business days | 10 business days to resolve; the actual crediting within a further 3-10 business days, depending on the payment instrument | Return and Refund Policy, §8.6 |
| Exercising the right of withdrawal | without delay | refund within 14 days at the latest from notification | Government Emergency Ordinance no. 34/2014 on consumer rights (O.U.G. 34/2014) |
| Non-conforming service | 2 business days | remediation within a reasonable period, at no cost; if remediation fails, a price reduction or refund within 14 days | Government Emergency Ordinance no. 141/2021 (O.U.G. 141/2021) |
| Request concerning personal data | without delay | one month, extendable by two months for complex requests, with notice to you | art. 12 GDPR |
| Accessibility complaint | 2 business days | 15 business days, with the solution or the remediation deadline | Law no. 232/2022 |
| Contesting an account suspension | 2 business days | 15 business days, a reasoned response | Acceptable Use Policy, §4 |
| Complaint concerning a data source or a licence | 2 business days | 15 business days | Data Source Attribution Notice, §10 |
| Responsible disclosure of a security incident | 2 business days | confirmation and remediation plan | Acceptable Use Policy, §3 |
Deadlines run from the date of receipt, regardless of channel. If a complaint requires additional information from you, the deadline is suspended from the date it is requested and resumes on the date the response is received. We will expressly inform you of this.
4. What a complaint must contain
To enable us to respond usefully, please state: the e-mail address associated with the account · the order number or the report identifier, if the complaint concerns a transaction or an analysis · a description of the problem · the solution you expect.
The absence of some of these elements does not result in the complaint being rejected — we will ask you for the necessary additions.
5. Internal procedure
- Registration. Each complaint receives a unique number, communicated in the confirmation of receipt. The complaints register is kept for 3 years.
- Review. The complaint is assigned to the competent team. For situations that involve a possible non-conformity of the Service, the review includes checking the technical processing logs.
- Response. Communicated through the same channel on which the complaint was received, or by e-mail if it was sent by post. The response is reasoned and indicates, where applicable, the solution applied and the deadline for its implementation.
- Internal escalation. If you are not satisfied, you may request a re-examination, within 30 days of receiving the response, at office@vergo.ro, mentioning "re-examination" ("reexaminare") and the complaint number. The re-examination is carried out by a person who did not take part in the initial resolution, within 15 business days.
- Implementation. Refunds, credits and report regenerations are carried out within the time limits set out in the Return and Refund Policy.
6. Alternative dispute resolution
If the internal procedure does not lead to an acceptable solution, you have the following options, without being obliged to pursue them before going to court:
Consumers from Romania — the National Authority for Consumer Protection (Autoritatea Națională pentru Protecția Consumatorilor, ANPC), including through the integrated electronic platform reclamatiisal.anpc.ro.
Consumers from other Member States — the competent alternative dispute resolution entity in your state of residence, as well as the European Consumer Centres Network (ECC-Net), which offers free assistance in cross-border disputes.
Data protection — the National Supervisory Authority for Personal Data Processing (Autoritatea Națională de Supraveghere a Prelucrării Datelor cu Caracter Personal, ANSPDCP), www.dataprotection.ro, or the supervisory authority in your state.
Accessibility — the market surveillance authority competent under the national legislation transposing Directive (EU) 2019/882.
Courts — consumers may sue VERGO either before the Romanian courts or before the courts of their own domicile, pursuant to art. 17-19 of Regulation (EU) no. 1215/2012.
The European Online Dispute Resolution platform (SOL/ODR) was discontinued by Regulation (EU) 2024/3228. No reference to it remains valid.
7. Payment chargebacks
If you believe a charge is incorrect, please contact us before opening a chargeback with the issuing bank — most situations are resolved directly, and faster. A chargeback opened with the bank is resolved according to the rules of the payment processor and of the applicable payment network, separately from this procedure.
8. What does not constitute grounds for a complaint
For clarity, the following cannot be remedied through this procedure, as they are not deficiencies of the Service: a discrepancy between the indicative conclusions of a report and the actual condition of the land, where it results from the limitations of the data sources described in the Methodological Note · dissatisfaction with the score obtained · inaccuracy of the documents you provided · a subsequent change in the legal or technical situation of the land.
These situations are described in the Methodological Note and in the Return and Refund Policy, §5.3. We will nonetheless provide you with a reasoned response in these cases as well.
9. Contact
office@vergo.ro · VERGO HUB S.R.L., Str. Anton Pann 2, Et. P, Ap. 3, Sector 3, București, cod 030796, Romania · +40 723 370 162