Terms and Conditions

Terms and Conditions of Use | prestari-servicii.ro

Last updated: 30 June 2026
Version: TERMS-EN-2026-06-30-v1.0

1. General information

The website prestari-servicii.ro is operated by [OPERATOR NAME], with its registered office at [OPERATOR ADDRESS], registered with [TRADE REGISTER], having tax identification code / CUI [CUI], hereinafter referred to as the “Operator”.

By accessing the website, calling the displayed telephone number, submitting a request through a form, WhatsApp, e-mail, or by continuing any communication initiated through the platform, the user confirms that they have read these Terms and Conditions and accepts the use of the website under the conditions described below. If you do not agree with these terms, please do not use the website and do not submit requests through the platform.

These Terms and Conditions must be read together with the Privacy Policy and the Cookie Policy available on the website.

2. Definitions

For the purposes of this document:

Website / Platform means the website prestari-servicii.ro, the telephone numbers, forms, WhatsApp/e-mail channels, automated systems, call centre, coordination tools and any other means through which requests are received, classified or routed.

Operator means the entity that manages the platform and organises the receipt, classification, coordination and forwarding of requests to service providers.

User / Client / Beneficiary means any natural or legal person who accesses the website, calls the displayed numbers, submits a request, communicates through WhatsApp/e-mail/forms or is connected with a service provider through the platform’s systems.

Service Provider means the person or entity that actually performs the requested service. The Service Provider may be, as applicable, a direct collaborator of the Operator, a contractual partner, an independent third-party provider, an authorised natural person, a sole trader/family enterprise, a company, another legal form permitted by law or a natural person, to the extent that the nature of the service and the applicable law allow this.

Request means any request submitted by telephone, website, form, WhatsApp, e-mail or any other channel made available by the platform, through which the user asks for information, a quotation, an appointment, an intervention, an assessment or contact with a service provider.

Automated systems / AI means technical tools, software, chatbots, voicebots, classification, transcription, analysis, routing or operational assistance systems, including tools assisted by artificial intelligence.

3. Role of the platform and nature of the service

The platform is intended to present, receive, organise, classify, coordinate and route requests for services addressed to individuals and businesses in Bucharest and Ilfov.

At the stage of receiving, screening, routing and connecting requests, the Operator assumes a best-efforts obligation, not an obligation to achieve a specific result. The Operator makes reasonable efforts to understand the request and to facilitate contact with a suitable service provider, but does not guarantee that a particular request will be accepted, that a particular provider will be available, that an intervention will take place within a specific time frame or that the desired result will be achieved in every case.

Submitting a request through the platform does not, by itself, constitute a firm service contract and does not automatically oblige the Operator or any service provider to perform the work. The actual service relationship is established only after availability is confirmed, the essential conditions are communicated and those conditions are accepted by the parties involved.

4. Free use of the platform for users and commercial model

Use of the platform by users is free of charge. The Operator does not charge users any fees, commissions, platform charges or hidden costs for accessing the website, receiving a request, classifying it, forwarding it to service providers or facilitating a telephone or operational connection.

The user may owe amounts only to the service provider who actually performs the work, assessment, travel or requested service, according to the price, fee, estimate or conditions agreed directly between the user and the service provider.

The platform’s commercial model may involve charging fees, subscriptions, commissions, promotion costs, connection costs, call-centre usage costs or other forms of remuneration exclusively from service providers, collaborators or partners, but only if there is an individual agreement between that service provider and the Operator.

Each service provider may have its own commercial arrangement, its own pricing and its own agreement with the Operator, depending on its form of organisation, service category, service area, availability, volume, type of collaboration and individually agreed conditions.

If a service provider is identified, displayed, included in search flows, contacted by automated systems, called through the call centre or connected with a user without having a contractual or commercial agreement with the Operator, the mere connection, routing or introduction does not create any payment obligation for that service provider towards the Operator.

The Operator does not guarantee service providers any specific number of requests, clients, calls, contracts, revenues or positions in routing results, unless a separate written agreement expressly provides otherwise.

5. Fees, costs, travel, assessment and materials

All telephone numbers displayed on the website are standard-rate numbers for Romanian fixed or mobile networks, unless expressly stated otherwise. The platform does not use premium-rate numbers for users’ calls. The cost of the call is the cost charged by the user’s own telephone operator, according to the user’s subscription or prepaid plan.

Final fees for travel, assessment, labour, materials, spare parts or other costs related to the work are set by the service provider who performs the service and must be communicated to the user before the work is carried out, to the extent that they are known or can reasonably be estimated.

Prices communicated by telephone before the actual assessment may be indicative. The final price may vary depending on the nature of the problem, the real complexity of the intervention, the condition of the installations, accessibility, urgency, time of day, area, required materials, spare parts or additional requirements of the user.

Travel and assessment costs, if any, must be communicated before the service provider leaves for the location. If a travel or assessment cost was agreed on the basis of the information communicated by telephone, it should not be changed unilaterally on site solely under the pretext of travel, without an objective reason and without informing the user.

Materials, spare parts, consumables and other additional costs must be communicated separately before use if they were not included in the initial estimate.

If the user does not accept the final price or the conditions communicated before the start of the work, the user may refuse the performance of the service. In that situation, if a travel or assessment fee had been agreed, the user may owe only that fee, according to the direct understanding with the service provider.

6. Service providers, collaborators and regulated services

Services may be performed, as applicable, by the Operator, by collaborators, partners or independent third-party service providers. In the case of independent third-party providers, the relationship regarding the actual performance of the work is established directly between the user and that provider.

The service provider who accepts a request assumes responsibility for the actual manner in which the service is performed and for compliance with the technical, safety, tax, professional and legal rules applicable to its own activity.

For services that require authorisations, qualifications, certificates or compliance with specific technical rules, the service provider is obliged to perform the work only in accordance with the law and the regulations applicable to its field of activity. The user has the right to ask the service provider for details regarding qualifications, authorisations or performance conditions where these are relevant.

The service provider is responsible for communicating its own fees, issuing tax documents where applicable, complying with the legal and tax obligations relating to its own activity and ensuring the quality of the work performed.

7. Coordination of requests and use of automated systems / AI

For the fast receipt and efficient organisation of requests, the platform may use automated systems, including chatbots, voicebots, intelligent call-centre systems, transcription, analysis, classification and routing tools assisted by artificial intelligence.

These systems may help identify the service category, area, urgency, desired time slot, missing information and potentially suitable service providers. They have an operational and logistical support role and do not, by themselves, represent a legal decision, a firm commercial offer, a contractual acceptance or a guarantee that the request will be fulfilled.

Depending on the nature of the request, the information provided, the indicated area, availability, operational history and the platform’s technical criteria, the request may be routed to one or more service providers, collaborators or partners considered suitable.

The Operator may manually intervene in the allocation, clarification or re-routing process whenever it considers this necessary for service quality, prevention of abuse, safety, availability or correction of operational errors.

8. Recording and monitoring of calls

For receiving requests, clarifying details, routing the request to the appropriate service provider, checking quality, improving services, preventing abuse, protecting users and service providers and resolving possible misunderstandings, telephone conversations carried out through the platform’s numbers, call centre or systems may be recorded, transcribed, analysed or monitored.

This rule applies both to conversations with users and to conversations with service providers, collaborators or partners contacted through the platform’s systems.

Recordings and transcripts may be listened to, reviewed or analysed by members of the Operator’s team and/or by automated systems, including tools assisted by artificial intelligence, strictly for operational, coordination, verification, training, quality improvement, security, fraud prevention, request clarification, complaint handling or defence of the legitimate rights and interests of the Operator, users or service providers.

Recordings may be retained for a maximum period of 12 months from the date of the call, with the possibility of earlier deletion or anonymisation when they are no longer necessary. In justified situations, such as complaints, disputes, security incidents, suspected fraud, legal obligations or the defence of a right, certain recordings may be retained for the period necessary to resolve the relevant situation, in accordance with the law.

Persons who call or are called by the platform must be informed, before or at the beginning of the conversation, that the call may be recorded or monitored. Continuing the conversation after this information is provided means accepting the continuation of the communication through that channel. Persons who do not wish to continue a recorded call may use, where available, an alternative communication channel such as e-mail or the contact form.

The processing of call-related data is detailed in the website’s Privacy Policy, which must be read together with this document.

9. 24/7 request intake and emergency interventions

References such as “24/7”, “24/7 request intake” or similar wording refer to the possibility of submitting, recording or operationally receiving requests at any time, including through automated systems or digital channels.

These references do not guarantee that all service categories are permanently available, that a service provider will immediately accept the request or that there will be an instant physical intervention at the location.

Response time and the possibility of an intervention depend on the nature of the request, area, traffic, weather conditions, availability of service providers, degree of urgency, information provided, safety of the intervention and the actual working conditions.

10. Right to refuse, postpone or stop

The Operator and/or service providers may refuse, postpone or stop a request or intervention in objectively justified cases, such as:

• dangerous or unsanitary working conditions, or conditions that may endanger the life, health, physical integrity or property of the persons involved;
• refusal by the user to provide the minimum information necessary to identify the problem, location or intervention conditions;
• aggressive, insulting, threatening or abusive behaviour, or behaviour apparently under the influence of alcohol or other substances;
• requests that would require a breach of the law, technical rules, safety rules or the rights of other persons;
• lack of availability of suitable service providers for the requested category, area or time slot;
• reasonable suspicions of fraud, spam, fictitious request or abusive use of the platform.

11. Proper use of the website and prohibitions

Users and service providers undertake to use the website, forms, telephone numbers, communication channels and platform systems legally, reasonably and in good faith.

It is prohibited to intentionally submit false data, fictitious requests, abusive messages, requests intended to harass, spam, block the call centre, mislead, cause economic sabotage or obtain unjustified benefits.

Intentionally providing false information, abusively using another person’s identity or using the platform’s systems for fraudulent purposes may give rise to civil liability or, where applicable, criminal liability, under the law.

12. Cybersecurity, click fraud, scraping and technical abuse

It is strictly prohibited to use the website or the platform’s infrastructure for abusive, fraudulent or technically hostile activities, including:

• artificially generating traffic, impressions, calls, forms or clicks, including through bots, scripts, proxies, VPNs, device farms, automations or similar means;
• click fraud or ad fraud affecting the Operator’s paid campaigns;
• DoS, DDoS, HTTP flooding attacks, unauthorised scans, unauthorised access attempts, vulnerability testing without written consent or other activities that may disrupt the operation of the website;
• web scraping, automated extraction, mass copying, unauthorised reuse of the content, structure, databases, texts, telephone numbers or design elements;
• using forms or the call centre for spam, automated messages, fictitious requests or blocking operational flows.

The Operator reserves the right to restrict access, block technical sources, retain relevant logs, notify technical providers, advertising platforms or competent authorities and seek recovery of the damage caused, including wasted advertising costs, technical costs, security costs, operational losses, professional fees and court costs, in accordance with the law.

13. Contractual liability and allocation of risks

Where the service is performed by an independent third-party service provider, that provider is responsible for the actual manner in which the service is performed, the quality of the work, compliance with technical rules, conduct at the location, any defects, damage or non-conformities of the work, in accordance with the law and the direct understanding with the user.

The Operator is not liable for the actual performance of the service by an independent third-party service provider, the quality of that provider’s work, the fees set by that provider, the tax documents issued or not issued by that provider, delays, refusals, defects or damage caused by that provider, except where the law provides otherwise or where a direct, personal and proven fault of the Operator is established in the facilitation, routing or coordination process.

Nothing in this document limits or excludes liability in cases where such limitation or exclusion is prohibited by law, including for damage caused intentionally or by gross negligence, or for damage concerning life, health or bodily integrity, as provided by law.

To the extent permitted by law, the Operator is not liable for indirect damage, loss of profit, loss of opportunity, inconvenience, delays caused by traffic, weather conditions, temporary unavailability, communication errors or inability to identify an available service provider within a certain time frame.

14. User rights and complaints

The user has the right to ask for clarification of costs before the work, to refuse an intervention if they do not agree with the price communicated before performance, to request documents or explanations from the service provider, to report inappropriate conduct to the platform and to use the legal means available to protect their rights.

If the user is dissatisfied with the conduct of a service provider or with the service performed, the user may submit a complaint to contact@prestari-servicii.ro, indicating, as far as possible, the name, telephone number, date of the request, service category, provider involved, description of the situation and any relevant evidence.

The Operator may use complaints for clarification, mediation, quality checks, assessment of the collaboration with the service provider, blocking a provider from the platform’s flows or adopting other reasonable operational measures. This involvement does not mean automatic assumption of liability for the acts of an independent third-party service provider.

Users have the right to submit complaints to authorities and public reviews in accordance with the law. Communications, complaints or reviews made in bad faith, through proven false statements or with an exclusively harmful purpose may give rise to liability of the person making them, in accordance with the law.

15. Right of withdrawal and consumer protection

Consumers’ right of withdrawal applies in accordance with Government Emergency Ordinance no. 34/2014, subject to the exceptions and conditions provided by law.

For fully performed services, the right of withdrawal may be excepted under the conditions provided by law, including where performance began with the consumer’s prior express consent and with the consumer’s confirmation that they were aware of the loss of the right of withdrawal after full performance of the service, where the law requires such confirmation.

For repair or maintenance works expressly requested by the consumer as urgent, the exceptions provided by law may also apply, within the limits and conditions of Government Emergency Ordinance no. 34/2014.

Nothing in this document limits consumer rights that cannot be restricted by contract under the applicable legislation.

16. Amicable settlement, ADR/SAL and competent courts

Any disagreement will first be addressed amicably by contacting the Operator using the details provided in the Contact section.

Consumers may have access, under the law, to alternative dispute resolution mechanisms through the competent entities, including the ADR/SAL structures of the National Authority for Consumer Protection, where applicable.

If amicable settlement or alternative mechanisms are not possible, disputes will be resolved by the competent courts according to Romanian law.

17. Protection of personal data

Personal data is processed in accordance with the Privacy Policy available on the website. Depending on the channel used, data may include name, telephone number, e-mail, address or area, service category, information about the request, communication data, audio recordings, transcripts, technical logs and other information voluntarily provided.

The Operator may process these data for receiving and managing requests, communication, routing to service providers, quality checks, prevention of abuse, security, complaint handling, defence of rights and improvement of services, including systems assisted by artificial intelligence, in accordance with the legal bases provided by applicable legislation.

For details about the purposes, legal bases, storage periods, rights of data subjects and recipients of data, users and service providers should consult the Privacy Policy.

18. Intellectual property

The content of the website, including texts, structure, graphic elements, logo, names, databases, selection and organisation of information, is protected by copyright legislation and other applicable rights.

Copying, reproducing, distributing, republishing, automated extraction, commercial reuse or use of the content for competitive purposes is prohibited without the Operator’s prior written consent, except where expressly permitted by law.

19. Changes to the terms

The Operator may update these Terms and Conditions to reflect legislative, operational, technical or commercial changes. The applicable version is the one published on the website on the date the platform is used or the request is submitted.

Users are encouraged to consult this page periodically.

20. Contact

For questions regarding these Terms and Conditions, complaints or requests relating to the platform, the Operator may be contacted at:

E-mail: contact@prestari-servicii.ro

Phone: 0772 091 450

The Operator’s legal details to be completed manually before final form are: [OPERATOR NAME], [OPERATOR ADDRESS], [TRADE REGISTER], [CUI].