TERMS AND CONDITIONS OF USE FOR THE SELFPAY PAYMENT STATION FOR CLIENTS
(TERMS AND CONDITIONS)
The information contained below brings to your attention the general conditions for concluding transactions by means of the Payment sStations on which the SelfPay software operates, in what concerns the suppliers whose products or services are sold / paid via the Payment Stations. The Client’s obligations in relation to SelfPay are deemed fulfilled from the moment of the insertion of the banknotes in the Payment Station. It is mandatory to keep the receipt, which confirms the payment. The services offered by SELFPAY SA are exclusively addressed to individuals who have reached the age of 18 at the date of acceptance of the company’s offer. By means of accepting the offer and, as such, the document entitled “Terms and conditions”, the Client declares that he/she has reached the minimum age of 18 years necessary to enter into a contractual relationship with our company. The risks of misrepresentation in this regard and the consequences of carrying out an illegal operation belong to the Client, SelfPay SA is hereby absolved of any liability in the matter.
If you find that you have not selected the desired supplier, entered an incorrect client number or have committed any other error in using the Payment Station or if, for objective reasons, the machine does not issue the receipt/bill, please contact Customer Service at: 021.529.7101.
If the device does not issue the receipt/bill for objective reasons (lack of paper, etc.), you are obliged to communicate your valid/correct email address that you can access or another address (including your first name and surname), in order to be able to receive the proof of payment.
If your transaction is deemed suspicious (as defined by the provisions of the law on money laundering) you are obliged, at the request of SelfPay or the Customer Service operator, to send, by any means of communication, a copy of your ID within 24 hours from the time of the request or any other data and documents relevant in order to confirm your identity. If you do not comply with this request, you are obliged to provide us with your bank details, so that we can return your money.
Your opinion is very important to us! Therefore, please send us suggestions or comments regarding the operation of the Payment Stations at contact@selfpay.ro, indicating the date and time of the payment, the Payment Station number and the transaction number. Your requests they will be resolved as soon as possible.
SelfPay is the owner of the SelfPay application, which runs on the Payment Stations in the SelfPay network; its design, its look & feel, its know-how, the databases accessible through it and everything that it contains, including, without limitation, all texts and images, are owned by SelfPay SA and are protected by the Romanian legislation in force regarding copyright and related rights. Exceptions thereto will be expressly stated.
Any use of the application/content/design/etc. for purposes other than those expressly permitted by means of this document or the legislation in force is prohibited. Requests to use the content for purposes other than those expressly permitted as per the provisions of this document may be sent to the email address marketing@selfpay.ro. If you believe that certain elements/information/etc. found within the SelfPay application infringe intellectual property rights, you are asked to send an email to marketing@selfpay.ro stating the breached rights in question, in order to allow the company’s directors to act in accordance with the legal provisions.
OFFER REGARDING TRANSACTIONS VIA SELFPAY PAYMENT STATIONS
In the following sections, we hereby present the offer of SelfPay for performing transactions via SelfPay Payment Stations.
I. GENERAL PROVISIONS
1.1 This document represents a public offer (hereinafter referred to as the “Offer”) in accordance with the regulations of the Romanian Civil Code.
1.2 The executor of this offer is:
Name: SELFPAY SA
Address: 153-155 Dacia Blvd., district 2, Bucharest
Telephone: 037. 277. 6060
Bank details: RO25 RZBR 0000 0600 1209 7104 Raiffeisen Bank
1.3 The Offer meets all the contractual conditions regarding the provision of payment intermediation services via the Payment Stations in the SelfPay network, for the services / products of the suppliers mentioned in the Payment Station interface, and expresses SelfPay’s desire to conclude a contract under the conditions set out in the Offer with any individual who accepts the indicated conditions (hereinafter “Client/Payer”).
1.4 The services that are provided to the Client via the Payment Station by SelfPay (hereinafter “Services”) are as follows:
II. ACCEPTANCE OF THE SELFPAY OFFER AND PERFORMANCE OF THE TRANSACTION
2.1 The action of the Client/Payer to use the Payment Station for the transmission to the Provider of data for the payment of the items indicated by the Client shall be interpreted as a full and irrevocable acceptance of the SelfPay offer. The transmission of data for payment via the Payment Station represents a transaction with SelfPay, executed under the conditions indicated in the offer. The SelfPay offer is deemed fully and irrevocably accepted and the transaction with the Provider is considered concluded at the time of the insertion of the banknotes in the Payment Station, namely at the time of confirmation of the payment via transfer, in the case of payment performed at the Payment Station by means of a bank card.
2.2 The Client has the obligation to study and observe the instructions for using the Payment Station, as well as these conditions and terms, which can be accessed from the latter’s interface. Actions taken by the Client, not provided by instructions or in violation of the conditions mentioned in the document “Terms and conditions” (minimum age, valid/correct email address, etc.), do not constitute a basis for assumption of obligations by SelfPay for providing services or support after the performance of the services. In case of disagreement with the contract requirements or misunderstanding of the instructions, the Client is not entitled to use the Payment Station for undertaking other actions, whether provided for or not provided by the instructions.
2.3 The Client is obliged to keep the receipt issued by the Payment Station regarding the provision of services until the receipt of the payment confirmation from the Provider. In the undesirable situation in which the Payment Station does not issue the receipt for objective reasons (lack of paper, etc.), the Client undertakes to send his/her correct / valid email address and which he/she can access or another address (name, surname, street, etc.) in order to be remitted a duplicate of the receipt. The Client is obliged to provide the valid email address (which he/she can access), otherwise SelfPay is relieved of any obligation regarding the communication / transmission of the change receipt, receipt and / or any information / document pertaining to the Payment Station. In the case of payment transactions for passport, driving license, registration certificate or provisional traffic authorization, the duplicate of the receipt issued by the Payment Station is not issued, but the Client will be able to print the proof of payment, in the form of a receipt issued by the Payment Station, based on the instructions received from Customer Service. SelfPay also reserves the right to request other documents, in order to validate/identify the Client, in situations where the requested receipt contains a code or PIN needed to benefit from various services.
2.4. When making payments, the Client is asked to enter in the banknote feeder of the Payment Station the corresponding amount in cash, as the machine does not have the technical possibility of releasing change by default. Payment of goods and/or services can be made by Clients by means of bank cards, at the level of Payment Stations that are endowed with POS systems.
If the Client has entered an amount higher than the price of the desired product/service, the latter has the possibility to use the barcode, which represents the change, which is on the receipt issued by the Payment Station for the purpose of making a subsequent payment via any SelfPay Payment Station, equal in value to the aforementioned change. The Client can also request the return of said money via bank transfer to a RON bank account opened at a bank institution in Romania. In this regard, the Client undertakes to send to SelfPay SA his/her bank details: surname and first name (full), IBAN bank account, bank
The liability for sending erroneous / wrong bank details belongs exclusively to the Client, SelfPay SA shall not be held accountable for the payment thusly conducted.
If the Client receives a higher value than the change issued on the receipt or receives/uses the change receipt several times, SelfPay is entitled to request the refund of the amounts thus collected / used by the Client or to withhold them from the value of the transactions subsequently conducted by the Client. Also, if, due to a technical error of the application or the Payment Station, or if, following the action of the Client / Payer, he/she pays services and/or products at derisory prices (well below their actual value), then SelfPay has the right to request the cancellation of the transaction, thus returning the amounts of money to the aforementioned. SelfPay SA has the right to require Clients who, by means of fraud (including using other Clients’ change receipts without agreement or using certain vulnerabilities of the payment system) illegally manage to perform operations via the Payment Stations, to return said money, otherwise the company will carry out all efforts in order to recover the amounts.
The Client declares, by accepting these conditions and terms of use of the SelfPay Payment Station, that he/she waives his/her right to request the change after a period of 6 months from the date of the transaction that generated it. Any request of the Client after the passing of this 6-month period is deemed late and unsubstantiated. For any further information, please call our CUSTOMER SERVICE: 021. 529. 7101.
III. VALUE OF SERVICES
3.1 The value of the Services is determined by SelfPay in percentage ratio to the payment amount entered by the Client or in another way and can be changed depending on the time of payment, the payment amount, as well as other payment execution conditions established by the providers. In all cases, SelfPay transparently and unequivocally informs the Client about the value of the Services before the payment is operated (information about the value of the services is indicated on the corresponding page of the transaction on the Payment Station interface). The Client has the right to refuse the Service at any time, until the money has been inserted into the banknote feeder of the Payment Station.
3.2 Payment of the Services is achieved by means of SelfPay retaining the value of the Services from the amount entered by the Client in the Payment Station.
3.3 The moment of payment and Service delivery is confirmed by means of an appropriate document (receipt issued by the Payment Station).
4.1 SelfPay has the right to temporarily stop providing Services, if the technological possibility of achieving an interaction between suppliers and Clients is lacking.
4.2 SelfPay shall not be liable for direct or indirect damages incurred by the Client as a result of the use of the Payment Station. SelfPay is not responsible for interruptions in the provision of Services in case of failure of the software program or execution of other works, necessary for maintaining the operating capacity or for the modernization of the program and / or the Payment Station. SelfPay is not responsible for instances in which the Client has incorrectly entered an email address; the responsibility in these instances lies exclusively with the Client.
4.3 The Client has the right to submit to SelfPay claims, in writing, related to the quality and terms of service, no later than three days from the date of the issuance of the receipt / bill or from the moment of occurrence of the technical incident that made it impossible to complete the transaction (including, but not limited to, issuance of the receipt). The time limit for analysing complaints and subsequent resolution methods is set out below.
4.4 The Terms of Service may be modified by SelfPay and notified to the Client until the moment of granting the Services and performing payments to suppliers, which include the price for the provision of the Services.
By accepting the conditions regarding the “Paysafecard” services, the Client undertakes to enter, before the completion of the operation, an email address that the latter can access. SelfPay SA will send the supporting receipt related to the operation at the email address mentioned by the Client. The responsibility for entering an invalid email address or an address to which the Client does not have access lies exclusively with the Client. The need to enter a valid email address / which the Client can access is also justified for the objective situation in which, for various technical reasons, the Payment Station does not issue the receipt.
In order to recover unprinted or lost receipts containing a Paysafecard PIN code purchased from one of the SelfPay Payment Stations, one must follow the following steps:
We recommend filling in the email address in the field that appears during the purchase process on SelfPay Payment Stations.
6.1 In case of corrections regarding the correct billing data / the correct provider, the Client must send an email at contact@selfpay.ro, mentioning:
6.2 If the Client requests a copy of the receipt for the vignette, the Client must send an email atcontact@selfpay.ro with the following:
6.3 If the Client wants to reissue a PIN for services in the category GiftCard & Games, or LicenteJocuri (Game licenses) on an email address different from the one entered at the Payment Station, the Client must send an email at contacte@selfpay.ro:
6.4 If the Client wishes to reissue the Lotto receipt/ticket, in instances where the Payment Station has not issued the receipt/ticket for objective reasons (lack of paper, etc.), the Client must immediately submit a complaint to the Customer Service at 021.529.71.01, by calling from the phone number the former entered for the transaction or to send it at contact@selfpay.ro, along with the following information:
Complaints for ticket recovery can be sent to SelfPay, no later than the date and time of the Lotto drawing in which the Client participated. No complaints/claims/etc. regarding these issues will be taken into account after the date and time of the drawing.
VII. ACCEPTANCE OF SELFPAY’S OFFER REGARDING THE PURCHASE OF LOTTERY TICKETS VIA SELFPAY PAYMENT STATIONS
The SelfPay company has the role of representative of the organizer of Compania Nationala “Loteria Romana” SA.
VIII. ACCEPTANCE OF THE OFFER REGARDING THE PROVISION OF INFORMATION SERVICES IN THE FIELD OF GAMBLING, VIGNETTE AND OTHER SERVICES
8.1 SelfPay may provide, for a fee, its customers with an independent service, through which they are informed, depending on the service chosen, about the declared winning variants of the gambling games belonging to the gambling organizers, about the expiration date of the purchased vignette or other information specific to the chosen service. The information will be provided through SMS messages sent by SelfPay to the phone number entered by the customer in the SelfPay system at the time of the transaction in question.
8.2 The service can be purchased at the level of the Payment Stations using the same method of purchase and payment mentioned above. All the procedures regarding payments, the change, provision of the payment document, the procedures for complaints’ resolution, etc. available at the level of the other services apply mutatis mutandis to this information service.
8.3 SelfPay S.A has the right to temporarily stop providing these services, if the technological possibility of the service is lacking.
8.4 If, for reasons independent of SELFPAY S.A., certain information/notifications in this category contain errors, SelfPay may re-issue correction notifications on the same stream via which the initial information was transmitted. SelfPay is not liable for any direct or indirect damages incurred to the Client as a result of such errors.
8.5 SelfPay is not responsible for interruptions in the provision of these services in case of technical issues or execution of other works, necessary for maintaining the operating capacity / for the modernization of the program and / or other causes related to the transmission of SMS messages.
8.6 SelfPay hereby disclaims any liability with respect to the transmission of information, if: The phone number entered in the transaction was fraudulently used by unauthorized third parties, the Client has a faulty phone or invalid phone number, has not activated voice messages or has a full voicemail and does not receive SMS notifications, has a suspended number (including on the grounds of fraud or non-payment), does not speak Romanian, does not have an active roaming service while contacted by SelfPay, has a visual disability or other disabilities or in any situations where the Client cannot receive SMS messages.
IX. PROCEDURE REGARDING THE RESOLUTION OF COMPLAINTS
OF END USERS – NATURAL PERSONS AND LEGAL ENTITIES
This procedure regulates the process of solving complaints received from end users, natural persons or legal entities of SelfPay who benefit from electronic payment services via SelfPay Payment Stations.
The complaint refers to a request by the end users addressed to SelfPay to resolve situations considered by the former as representing deviations from the conditions of service, in relation to which a response or resolution is expected.
The definitions set out in the “General Terms and Conditions” for the use of the SelfPay Payment Station are also applicable in the case of this procedure.
Complaint submission methods
Clients who benefit from SelfPay services can submit complaints as follows:
Verbally
In writing:
X. Time limits
The Client who used the SelfPay Payment Station can submit complaints to SelfPay SA within 30 calendar days from the date of the occurrence of the challenged event, and must indicate the issue encountered, the location of the Payment Station, additional information necessary in order to identify the transaction, the phone number where the Client can be reached and the address where the Client wants to receive the answer to the submitted complaint in writing.
SelfPay will send the Client the substantiated reply to the complaint thusly submitted within 60 calendar days from the date of receipt of the complaint.
For complaints that require complex investigations, the aforementioned deadlines, necessary for SelfPay to formulate the response to the Client’s complaint, can be extended up to 90 calendar days from the date of receipt / registration of the complaint. In this case, the Client will be contacted by SelfPay within 30 business days from the date of receipt of the complaint and will be informed about the intermediate stage of the resolution of the former’s complaint.
At the same time, the Client will be reminded that, due to complex technical investigations, the latter will receive a final answer within 90 calendar days from the date of receipt / registration of the complaint in question. The deadline for registering a complaint is maximum 5 business days from the date of its receipt by SelfPay.
For any complaint received from the Client – submitted in writing or verbally, SelfPay SA will issue a verbal or written reply, by e-mail or post, using the address mentioned by the Client.
For complaints addressed verbally to SelfPay SA (by telephone, via the Customer Service), the Client can also request the registration number assigned to the complaint in question.
Technical issues
The maximum time limit for remedying technical issues is 5 business days from the registration with the Customer Service of a complaint / notification from the Client, except in situations where the deadline cannot be met due to issues independent from SelfPay SA – for example: adverse weather conditions, any causes leading to the impossibility of access to SelfPay equipment, etc.
Damages applicable in case of non-compliance with the deadline for responding to complaints
If SelfPay does not respond within the assumed deadline, the Client is entitled to receive compensation of RON 0.01 / day of delay. Compensation will be granted by SelfPay in the Client’s bank account or in the form of a voucher (barcode), if the Client requests and provides relevant bank details within 30 days from the expiry of the response period.
For any dispute arising out of or in connection with a complaint, which has not been settled amicably, the Client may address: The National Consumer Protection Authority for private individuals. Also, the Client has the right to address complaints to the competent courts, according to those mentioned in the Terms & Conditions, the competent court being the one with jurisdiction at the headquarters of SelfPay.
XI. Privacy policy
The Client undertakes to read and to receive the information notice regarding the processing of personal data at the Payment Station level, and is informed about the manner of processing personal data, such as the Client’s rights and obligations.
XII. Applicable law – jurisdiction
Any dispute shall be resolved amicably. The applicable law is the Romanian law. If the parties fail to resolve any dispute amicably, then the parties determine as the competent court the courts of Bucharest, namely for the first stage of the proceedings – District 2 Court or Bucharest Tribunal in relation to subject-matter. The Client/Payer declares that he/she has read and accepted this document – “General Terms and Conditions”.
Use implies full acceptance of these terms and conditions.