Return / Cancellation
CityBrava sells digital services only, delivered electronically to your account. There is no physical return of goods: a "return" means cancelling the order and refunding the amount paid, under the conditions below. This policy follows Romanian Government Emergency Ordinance no. 34/2014 on distance contracts and no. 141/2021 on the supply of digital content and digital services.
1. Cancelling an order before payment
An unpaid order can be cancelled at any time, free of charge and without giving a reason, from the "My orders" section of your account. Orders left unpaid for more than 7 days are cancelled automatically by the platform, at no cost to you.
2. Statutory right of withdrawal (14 days)
Under Emergency Ordinance no. 34/2014, as a consumer you have the right to withdraw from a distance contract within 14 calendar days of the contract being concluded, without giving any reason and without incurring penalties. The period runs from the date your order payment is confirmed.
3. Statutory exception for immediately performed digital services
CityBrava services are made available immediately after payment is confirmed. Under article 16 of Emergency Ordinance no. 34/2014, the right of withdrawal no longer applies to services that have been fully performed, nor to digital content not supplied on a tangible medium whose performance began with the consumer's prior express consent. In practice this means that a service that has already been consumed — that is, applied to a published listing — can no longer be returned, because it has effectively been performed.
4. CityBrava refund policy
Going beyond the statutory minimum, we apply the following rules, depending on the state of the services in your order:
- Unused services: if the services you purchased are still in your account and have not been applied to any listing, we refund them in full on simple request, submitted within 14 days of the payment date.
- Services already used: services applied to a listing (display period started, photos generated, promotion activated) have been performed and are not refundable. Listings already published stay active until the paid period expires.
- Order paid but not delivered: if for technical reasons the services were not activated in your account, we refund the full amount paid, regardless of the 14-day period.
- Non-conforming service: if a service does not work as described on the site, you are entitled, under Emergency Ordinance no. 141/2021, to have it brought into conformity, to a proportionate price reduction, or to terminate the contract and receive a refund.
5. How to request a cancellation and refund
Send your request by email to contact@citybrava.com, with the subject "Return order [order number]". Please include:
- the name and email address associated with your CityBrava account;
- the order number as shown in the "My orders" section;
- the services you are requesting a refund for;
- the reason for your request (optional — it is not required in order to exercise the right of withdrawal).
We acknowledge receipt of your request within a maximum of 2 working days. You can also reach us by phone at +40727019110, but the request must be submitted in writing so that it can be processed.
6. Estimated return time and refund method
Refunds are processed as follows:
- We review your request and communicate our decision within a maximum of 14 calendar days of receiving it; for eligible requests, the refund is initiated within the same period.
- The refund is made exclusively to the same payment instrument used for the purchase (the card you paid with), through NETOPIA Payments. We charge no fee for refunds.
- The amount is refunded in RON, at the value actually charged at the time of payment.
- The actual crediting of your account depends on your card issuing bank and usually takes between 3 and 10 working days from the moment we process the refund.
- We automatically issue the corresponding credit note and send it to you by email.
- When the refund is made, any unused services from that order are withdrawn from your account.
7. Dispute resolution
If you are not satisfied with how we handled your request, you may contact the Romanian National Authority for Consumer Protection (ANPC) through the Alternative Dispute Resolution (SAL) procedure, or use the European Online Dispute Resolution (ODR) platform.
8. Contact
CityBrava S.R.L. — for any question about cancellations and refunds, write to us at contact@citybrava.com or call us at +40727019110.
Last updated: 18 August 2026