General Terms and Conditions

Operator details

• Operator: PEROMA HUMAN RESOURCES SRL
• CUI: 45080395
• Trade Register No.: J2021001969330
• EUID: ROONRC.J2021001969330
• Registered office: Str. Mihail Sebastian 31 Bl. S8 Sc. 1 Ap. 27, Sector 5, Bucharest
• Postal code as provided: 05077

Rules applicable to customers accessing the RA DELIVERY website, applications and marketplace

Public document prepared for use on the RA DELIVERY website and in the RA DELIVERY applications. Mandatory rights provided by law prevail over any contrary contractual provision.

• RA DELIVERY is a marketplace and delivery technology platform. The identity of the seller, the identity of the delivery provider, the total price and the applicable fees are displayed before the order is confirmed.

Table of contents

• 1. Scope and acceptance — 17. Restricted products and activities
• 2. Definitions — 18. Safety, allergens and regulated products
• 3. The role of RA DELIVERY — 19. Reporting illegal content and the DSA
• 4. Eligibility and account — 20. Geolocation and technical features
• 5. Services and operating area — 21. Ultra and partner services
• 6. Product information — 22. Intellectual property
• 7. Placing and accepting the order — 23. Prohibited uses and security
• 8. Prices, fees and tips — 24. Suspension and termination
• 9. Payments and invoicing — 25. Availability and changes
• 10. Delivery and pickup — 26. Liability
• 11. Order cancellation — 27. Force majeure
• 12. Withdrawal, returns and conformity — 28. Personal data and cookies
• 13. Refunds and complaints — 29. Communication and support
• 14. Promotions and credits — 30. Governing law and ADR
• 15. Reviews and content — 31. Final provisions
• 16. Ranking and advertising — 32. Contacts

1. Scope and acceptance

1.1. These terms apply to the use of the radelivery.com domain, the RA DELIVERY mobile applications, the progressive web application, the ordering pages, the customer account, the help center and the other public interfaces operated under the RA DELIVERY brand, referred to together as the „Platform”.

1.2. By accessing the Platform, creating an account or placing an order, the User confirms that they have read and accept these terms, the Privacy Policy and the Cookie Policy. Acceptance does not limit the mandatory rights granted to consumers by the applicable legislation.

1.3. Special terms or separate commercial contracts exist for the RA DELIVERY Ultra, Merchants, Couriers, Fleets, RA DELIVERY Business and RA DELIVERY Drive services, for affiliates or for Direct API integrations. These supplement the present terms and prevail for the matters they specifically regulate.

1.4. The Platform is intended mainly for users located in Romania. Availability in a city, area or time interval is indicated directly in the Platform.

• Principle of interpretation: Any clause shall be interpreted in the sense that preserves the consumer's legal rights. No limitation in this document excludes liability that cannot be excluded by law.

2. Definitions

• Term: Operator / RA DELIVERY — Meaning: PEROMA HUMAN RESOURCES SRL, the company that administers the Platform and provides the technology services described in this document.
• Term: User — Meaning: any person who accesses the Platform; the „Customer” is the User who places an order.
• Term: Consumer — Meaning: the natural person acting for purposes outside their commercial, industrial, craft or professional activity.
• Term: Merchant — Meaning: the restaurant, shop, pharmacy, flower shop or other professional that displays and sells products or services through the Platform.
• Term: Courier — Meaning: the person who performs the pickup and delivery of an order, independently or through a Fleet, according to the model available in the respective area.
• Term: Fleet — Meaning: the entity that organizes the activity of one or more couriers and may provide delivery services.
• Term: Order — Meaning: the request submitted by the Customer through the Platform for the purchase of products and, where applicable, for their delivery or pickup.
• Term: Sale contract — Meaning: the contract concluded between the Customer and the Merchant for the products or services sold by the Merchant, unless another seller is expressly indicated at checkout.
• Term: Delivery service — Meaning: the pickup and transport of the order to the Customer's address, provided by the party identified in the Platform.
• Term: Content — Meaning: texts, images, reviews, menus, prices, instructions, messages and other information displayed or transmitted through the Platform.
• Term: Direct API — Meaning: the technical interface through which a partner can transmit orders or operational data to RA DELIVERY, under separate terms.
• Term: RA DELIVERY Ultra — Meaning: the Customer's optional subscription, with benefits applicable only to the orders and Merchants indicated as eligible in the Platform.
• Term: RA DELIVERY Business — Meaning: the service intended for organizations that authorize users, budgets, ordering policies, invoicing and corporate reporting.
• Term: RA DELIVERY Drive — Meaning: the on-demand delivery technology service for professionals, including through a portal, technical integration or Direct API.

3. The role of RA DELIVERY and the contractual relationships

3.1. RA DELIVERY makes available the technical infrastructure through which Customers can identify Merchants, consult offers, place orders, make payments where this function is available and track the delivery. The Platform may facilitate communication between the Customer, the Merchant, the Courier and the Fleet.

3.2. As a rule, the Merchant is the seller of the products and is responsible for their existence, quality, conformity, safety, labelling, ingredients, allergens, authorizations and prices. The Merchant's identity is displayed on the offer page or in the order confirmation.

3.3. The delivery service may be performed by a Courier, by a Fleet, by the Merchant's own staff or, where expressly indicated, by RA DELIVERY. The party performing the delivery and its cost are communicated before the order is confirmed or in the order information.

3.4. Where RA DELIVERY is expressly indicated as the seller or as the direct provider of a service, RA DELIVERY assumes the legal obligations corresponding to that capacity. In the absence of such an indication, RA DELIVERY does not become the owner of the products and does not replace the Merchant in the sale contract.

3.5. RA DELIVERY may provide assistance in resolving incidents and may facilitate refunds, without this assistance automatically transferring to the Operator the legal obligations of the Merchant or of the actual delivery provider.

4. Eligibility, registration and account security

4.1. Customer accounts are intended for persons who have reached the age of 18. Age-restricted products may be ordered and handed over only in compliance with the additional conditions provided by law and by the Platform.

4.2. The User must provide true, complete and up-to-date information, including their name, e-mail address, telephone number, delivery address and the data required for invoicing. RA DELIVERY may request reasonable verifications in order to prevent fraud, protect the account or comply with legal obligations.

4.3. Login credentials are personal and must not be disclosed to other persons. The User is responsible for the activities carried out from their account until RA DELIVERY is notified of the loss of access, except in situations where the unauthorized use is attributable to the Operator.

4.4. The User must immediately report any suspicious access to [email protected]. RA DELIVERY may temporarily block sessions, payment methods or accounts where there are reasonable indications of compromise, fraud or abuse.

4.5. If the Platform allows ordering without an account, these terms also apply to „guest” orders. Some features, such as order history, saved addresses or preferences, may require an account.

5. Services, categories and operating area

5.1. Depending on the city and on availability, RA DELIVERY may facilitate orders for food, groceries and everyday products, drinks, pharmacy or parapharmacy items permitted by law, flowers, gifts and other products displayed in the Platform.

5.2. The Platform may offer immediate delivery, scheduled delivery, pickup by the Customer, delivery performed by the Merchant or other models presented before the order. Not all models are available for every Merchant or area.

5.3. The delivery area, the schedule, the minimum value and the distance, size, weight and capacity limits are set operationally and are displayed in the Platform. An address may be outside the area even if it is located in the same city.

5.4. The displayed availability may vary in real time depending on stock, the Merchant's schedule, courier capacity, traffic, weather, technical incidents or other operational conditions.

6. Information about products, menus and Merchants

6.1. Descriptions, images, prices, ingredients, weights, allergens, nutritional information, schedules and commercial conditions are provided mainly by the Merchants. The Merchant must keep them accurate, complete and up to date.

6.2. Images are illustrative, and the appearance of the delivered product may differ within reasonable limits, without affecting conformity. For products sold by weight, the final quantity and price may vary within the limits indicated before payment.

6.3. The Customer must check the essential information before ordering and contact the Merchant or support for clarifications. Instructions entered in the notes field represent a request, not a guarantee that they can be fulfilled.

6.4. Products are subject to availability. The Merchant may propose a substitute, may adjust a variable quantity or may remove an unavailable product, only under the conditions communicated to the Customer and in compliance with the substitution options selected by the Customer.

7. Placing, accepting and confirming the order

7.1. Before confirmation, the Customer can check the products, the quantities, the Merchant, the address, the delivery method, the payment method, the total price and the fees. The final order button clearly indicates the existence of an obligation to pay.

7.2. Submitting the order represents the Customer's offer to purchase the products and to contract the displayed services. The contract is concluded after the order is accepted by the Merchant and, where necessary, after the availability of the delivery is confirmed.

7.3. The automatic acknowledgement of receipt shows that the request has been recorded, but does not guarantee acceptance by the Merchant. The status in the Platform and the transactional messages indicate acceptance, preparation, courier assignment and delivery.

7.4. If there is an obvious error of price, stock, fee or description, RA DELIVERY or the Merchant may request the Customer's confirmation for correction or may cancel the product or the order, with reimbursement of the amounts not due.

7.5. The Customer must keep the order number and check the notifications. Transactional communications are necessary for the execution of the order and may be sent by e-mail, SMS, push notification, call or message in the Platform.

8. Prices, fees, tips and SGR packaging

8.1. Product prices are set by the Merchant, unless RA DELIVERY is indicated as the seller. The applicable prices and fees are expressed in lei (RON) and include mandatory taxes, to the extent that the law requires their inclusion.

8.2. The total may include the price of the products, the delivery fee, the service fee, the small-order fee, the cost of packaging, fees determined by distance or demand and other costs described before pressing the final order button.

8.3. During periods of high demand, heavy traffic, adverse weather or limited capacity, the delivery fee may vary. The exact amount applicable to the order is displayed before confirmation and is not changed retroactively without the Customer's consent, except for lawful adjustments for products with variable quantity or accepted substitutions.

8.4. Tipping is voluntary. The Customer may select, change or remove the tip up to the moment permitted by the interface. The recipient of the tip and the way it is processed are displayed in the Platform.

8.5. For packaging included in the Deposit-Return System (Sistem Garantie-Returnare, SGR), the deposit is shown separately. The return of the packaging and the reimbursement of the deposit take place at authorized return points, in accordance with the SGR rules. The Merchant is responsible for the marking and eligibility of the packaging it places on the market.

9. Payments, authorizations and invoicing

9.1. The available methods may include online card payment, cash on delivery or other methods displayed at checkout. A method may be unavailable for certain areas, products, amounts or accounts.

9.2. Online payments may be processed, depending on the available configuration and selection, through NETOPIA Payments, EuPlatesc, PayU, Revolut Business, Stripe or other providers disclosed in the Platform. The payment provider applies its own terms and security measures.

9.3. RA DELIVERY does not intend to store the full card number. The Operator may receive a token, the last digits, the payment status, the transaction identifier and the information necessary for reconciliation, support and fraud prevention.

9.4. An amount may be pre-authorized to verify the payment method or for products with a variable final value. The final amount is captured according to the accepted order, and any differences are released in accordance with the rules of the bank and of the payment provider.

9.5. If a payment fails, the Customer may select another available method. RA DELIVERY may suspend the placing of orders until certain and due amounts are settled, after informing the Customer and without affecting the Customer's right to dispute the debt.

9.6. The invoice for the products is issued by the seller indicated in the order, and the invoice for RA DELIVERY's fees or services is issued by the entity that provides them. The Customer must enter the correct billing details before completing the order when an invoice for a legal entity is required.

10. Delivery, pickup and handover

10.1. The Customer is responsible for the accuracy of the address, the position on the map, the telephone number, the floor, the intercom and the access instructions. An error may cause delays, additional costs or the impossibility of delivery.

10.2. Estimated durations and times are indicative. RA DELIVERY, the Merchant and the Courier make reasonable efforts to observe them, but delays may occur due to preparation, traffic, weather, availability, access, age checks or other events beyond the control of the responsible party.

10.3. The Customer must be available at the address and respond to the relevant messages or calls. Handover may require a code, PIN, signature, in-app confirmation, identity document or other reasonable proof.

10.4. If the recipient cannot be contacted within the interval indicated in the Platform or by the Courier, the order may be returned to the Merchant, left in a safe place only with the Customer's consent, or handled according to the nature of the products and the law. The Customer may be charged the costs actually incurred and communicated.

10.5. For pickup, the Customer must arrive within the indicated interval and prove the order number. The risk regarding the products passes in accordance with the law and the sale contract, as a rule upon physical handover to the Customer or to the person designated by the Customer.

10.6. Upon receipt, the Customer must check, to the extent reasonably possible, the number of packages, the integrity of the packaging and any obvious discrepancies, and report them promptly, without the absence of an immediate check removing the Customer's legal rights.

11. Order cancellation

11.1. The Customer may request cancellation from the order screen or through support. Before a Merchant accepts and starts preparation, or before the delivery is assigned, cancellation is normally free of charge, unless the Platform indicates a justified consequence for a service already started.

11.2. After preparation, purchasing or delivery has started, the Customer may be charged the price of the products that can no longer be resold, a cancellation fee or the costs actually incurred. The applicable amount or rule is presented before the cancellation is confirmed, to the extent that it can be calculated.

11.3. RA DELIVERY, the Merchant or the delivery provider may cancel the order for lack of stock, impossibility of preparation, lack of couriers, an ineligible address, an obvious error, a safety risk, suspected fraud, a prohibited product, the impossibility of verifying age, force majeure or another objective reason.

11.4. If the cancellation is not attributable to the Customer, the amounts paid for the unperformed elements are reimbursed. If only one product is unavailable, the Customer may receive the corresponding refund or may accept a substitute, according to the options in the Platform.

12. Right of withdrawal, returns and product conformity

12.1. For the products and services for which the law provides a right of withdrawal, the Consumer may exercise it within the legal period, as a rule 14 days, through an unequivocal statement sent to the Merchant and, for assistance, to [email protected]. The message must identify the Customer, the order number, the product or service and the decision to withdraw.

12.2. The right of withdrawal does not apply in the situations exempted by law, including goods that are perishable or liable to deteriorate rapidly, prepared food, personalized goods, sealed products unsealed for health or hygiene reasons, goods inseparably mixed, services fully performed after express consent and digital content supplied after the consent required by law.

12.3. For eligible products, the return conditions, the address, the costs and the reimbursement method are communicated by the Merchant or by support. The Consumer is liable only for the diminished value resulting from handling that goes beyond what is necessary to establish the nature, characteristics and functioning of the product, under the conditions of the law.

12.4. The Merchant is responsible for the legal warranty of conformity for the products sold. In the event of non-conformity, the Consumer may benefit from bringing the product into conformity, a price reduction or termination of the contract, according to the conditions and priorities provided by the applicable legislation.

12.5. RA DELIVERY facilitates the transmission of the complaint and of the evidence to the Merchant, but does not limit the Consumer's right to contact the Merchant directly, ANPC (the National Authority for Consumer Protection) or the competent courts.

13. Refunds, missing items, wrong products and complaints

13.1. A complaint must be submitted as soon as possible after the issue is discovered and must include the order number, a description of the problem and, where relevant, photographs of the packaging and of the products. RA DELIVERY may request reasonable additional information for verification.

13.2. The remedy may include delivery of the missing product, replacement, a price reduction, credit in the Platform or a refund, depending on the nature of the problem, the Consumer's choice where the law provides for it and the agreement of the responsible party.

13.3. Online refunds are initiated to the original payment method, unless an alternative method is accepted by the Consumer. The actual crediting time depends on the bank and on the payment provider, without exceeding the legal deadline attributable to the party making the refund.

13.4. A commercial credit granted voluntarily does not replace a monetary refund where the Consumer has a legal right to reimbursement of the amount and does not accept the credit as an alternative.

13.5. Fraudulent claims, abusively repeated claims or claims based on falsified evidence may be rejected, and the account may be restricted following a proportionate assessment and communication of the reasons, without preventing the exercise of legitimate rights.

14. Promotions, coupons, credits and commercial programs

14.1. Promotions are subject to the conditions displayed in the respective offer, including the period, the products, the minimum value, the area, the number of uses, eligibility and compatibility with other discounts.

14.2. Codes and credits are personal, non-transferable and cannot be converted into cash, unless the law or the terms of the promotion provide otherwise. They must be applied before the order is confirmed.

14.3. RA DELIVERY may correct a promotion published in error and may withdraw benefits obtained through multiple accounts, automation, false identities, unauthorized distribution or other abusive methods. Orders already accepted are affected only to the extent permitted by law.

14.4. If a promotion is funded by a Merchant or partner, that party may impose additional conditions presented clearly. RA DELIVERY identifies, where relevant, the party offering the benefit.

15. Reviews, messages and content provided by Users

15.1. The User may publish reviews only about real experiences and must avoid false statements, threats, harassment, discrimination, other persons' personal data, obscene or illegal content and information unrelated to the order.

15.2. The User retains the rights to their content and grants RA DELIVERY a non-exclusive, worldwide, royalty-free licence, revocable by deleting the content to the extent technically and legally possible, for hosting, displaying, moderating, translating and promoting the Platform. The licence does not permit uses incompatible with the purpose for which the content was submitted.

15.3. Reviews may be submitted only after an order has been completed and may be marked as „verified purchase”. RA DELIVERY may verify the link with the order, may remove personal data and may limit or remove content that breaches the law or these terms. Significant decisions are accompanied by reasons and avenues of appeal where the law so requires.

15.4. RA DELIVERY does not guarantee the accuracy of Users' opinions. The rating displayed for a Merchant may represent the average of the verified ratings received in the last six months, updated periodically, without the result being influenced by paid promotions or by the contractual relationship with the Merchant. Anti-fraud measures may exclude duplicate, artificial or manipulated reviews.

16. Ranking, recommendations and advertising

16.1. The order of Merchants and products may depend on proximity, the delivery area, the schedule, availability, the estimated time, the category searched, text relevance, price, fees, popularity, ratings, operational performance, the Customer's interaction history and the Customer's preferences or location.

16.2. A Merchant may benefit from paid visibility or from a commercial campaign. Sponsored results are marked with a label such as „Sponsoizat” (Sponsored), „Promovat” (Promoted) or an equivalent wording, and payment may influence the position within the area dedicated to promotion.

16.3. The main parameters of the recommendation system and their relative importance are explained on the Platform's transparency page. The User may use the available search, filters and sorting to change the order of the results.

16.4. RA DELIVERY does not intentionally display advertising based on special categories of data and does not use the profiling of minors for advertising. Accounts are intended for persons aged at least 18.

17. Restricted products, content and activities

17.1. It is prohibited to use the Platform for the sale, purchase or transport of goods or services that are illegal, unsafe or prohibited by these terms. The list below is indicative and is supplemented by the legislation and by the policy published in the Platform.

17.2. RA DELIVERY may block the offer, cancel the order, preserve the necessary evidence and cooperate with the competent authorities where there is a reasonable suspicion of a breach of the law.

• firearms, ammunition, explosives, unauthorized pyrotechnic materials, toxic, corrosive or radioactive substances;
• illegal drugs, controlled substances and products that breach the rules governing medicines;
• stolen, counterfeit or pirated goods, products that infringe intellectual property rights or import/export restrictions;
• organs, tissues, human fluids, protected species and cultural goods traded illegally;
• child sexual abuse material, terrorist content, incitement to violence or hatred and other forms of illegal content;
• tools intended for unauthorized computer access, defrauding systems, circumventing technical measures or illegal surveillance;
• money, financial instruments, lottery tickets or gambling services, if their supply through the Platform is not expressly and legally authorized;
• any good whose size, weight, packaging or nature creates an unjustified risk for the Courier, the recipient, the public or the environment.

18. Regulated products, safety and allergens

18.1. Alcoholic products, tobacco products or other age-restricted products may be ordered only by persons who meet the legal age. The Courier or the Merchant may request an identity document and may refuse handover if the verification is not possible or the recipient is not eligible.

18.2. Prescription-only medicines may not be ordered or delivered through the Platform unless a legal framework and an authorized flow expressly permit it. Over-the-counter pharmacy products, devices and parapharmacy items are available only through authorized Merchants and within the limits of the law.

18.3. A Customer with allergies or intolerances must consult the Merchant's information and contact the Merchant directly before ordering. A note in the instructions field does not replace the Merchant's confirmation and does not guarantee the avoidance of cross-contamination.

18.4. RA DELIVERY does not provide medical consultations and does not recommend treatments. Information regarding regulated products is provided by the Merchant or by the manufacturer and must be checked on the label and in the leaflet.

18.5. In the event of a safety alert, a market recall or a suspicion regarding a product, RA DELIVERY may inform the affected Users and may suspend the offer, without assuming the legal obligations of the manufacturer or of the Merchant.

19. Reporting illegal content or products and the DSA Regulation

19.1. Any person may report an offer, a product, a service, a review or other content presumed to be illegal using the Platform's reporting function or by e-mail at [email protected], with the subject "DSA - Raportare continut ilegal" (DSA - Reporting illegal content).

19.2. The report must include the exact location of the content, a reasoned explanation of its illegal nature, the reporter's contact details where the law requires them and a good-faith statement regarding the accuracy of the information. Relevant documents or photographs may be attached.

19.3. RA DELIVERY confirms receipt electronically, examines the report diligently, objectively and proportionately, and communicates the decision where it has the necessary contact details. Sufficiently precise reports may give rise to actual knowledge within the meaning of the applicable legislation.

19.4. The measures may include restricting visibility, removing the offer, suspending the sale, limiting payments, suspending the account or notifying the authorities. The affected person receives, where mandatory, a clear statement of reasons, including the legal or contractual basis, the use of automated means and the avenues of appeal.

19.5. An internal appeal may be submitted free of charge to [email protected], with the subject "DSA - Contestatie" (DSA - Appeal), within six months of the contested decision. The appeal is reviewed by qualified staff and is not decided solely by automated means.

19.6. Eligible persons may also turn to certified out-of-court dispute settlement bodies under the DSA or to the competent courts. Further details can be found in the DSA Statement published by RA DELIVERY.

20. Geolocation, maps, routing and technical features

20.1. With the device's permission, the Platform may use the Customer's location to select the address, display nearby Merchants and calculate the area, the route or the estimated time. The Customer may enter the address manually and may withdraw the permission from the device settings, but some features may become unavailable.

20.2. The Courier's location may be displayed to the Customer and to the Merchant during an active delivery, to the extent necessary for the execution of the order and in accordance with the specific information notice applicable to Couriers.

20.3. Maps, geocoding, routing, authentication and payments may depend on third-party services. An error of a provider does not release RA DELIVERY from its own obligations, but may temporarily affect features that the Operator does not directly control.

20.4. RA DELIVERY may use rules and tools assisted by artificial intelligence for fraud detection, support, classification, routing or operations. Decisions producing legal or similarly significant effects are not taken solely by automated means without the safeguards required by law.

21. Ultra, Merchants, Couriers, Fleets, Business, Drive and Direct API

21.1. The Merchant portals allow the management of orders, menus or catalogues, allergens, availability, promotions, staff, payments and incidents. Merchants are responsible for the data and operations entered in the portal.

21.2. The Courier and Fleet applications may allow the assignment of deliveries, the transmission of status, operational location, and the management of availability, cash amounts, incidents and payments. The legal and economic relationships with Couriers and Fleets are established through separate terms.

21.3. RA DELIVERY Ultra is the optional subscription for Customers, while RA DELIVERY Business and RA DELIVERY Drive are services for professionals. Each is governed by the applicable special terms, commercial offer, technical documentation, service levels and data-processing rules. Ultra benefits apply only to the offers and orders marked as eligible in the Platform.

21.4. A partner may not use the RA DELIVERY name, trademark or interfaces in a way that creates the false impression that it is a representative, employee or agent of the Operator.

22. Intellectual property and the licence to use

22.1. The software, design, databases, own texts, trademarks, names, graphic elements and documentation of the Platform belong to RA DELIVERY or to its licensors. The content of Merchants and Users remains the property of its respective holders.

22.2. RA DELIVERY grants the User a limited, revocable, non-exclusive and non-transferable licence to use the Platform for personal and lawful purposes. The licence ends upon the closure of the account or the termination of access.

22.3. Systematic copying, database extraction, unauthorized scraping, resale of access, decompilation, circumvention of security measures and use of the trademarks without permission are prohibited, except for operations expressly permitted by law.

22.4. Notices regarding the infringement of intellectual property rights are sent to [email protected] and must identify the right, the rights holder, the content complained of, its exact location and the basis of the request.

23. Prohibited uses and Platform security

23.1. Security vulnerabilities must be reported responsibly to [email protected], without exploitation, premature public disclosure or access to other persons' data.

• using a false identity, payment data without authorization or another person's account;
• defrauding promotions, refunds, ratings, availability or algorithms;
• introducing malware, unauthorized scanning, denial-of-service attacks, automation or access to restricted areas;
• harassing, threatening or discriminating against Customers, Merchants, Couriers, support staff or other persons;
• the unauthorized collection or publication of other persons' personal data or location;
• using the Platform for illegal, deceptive or dangerous activities or activities incompatible with the purpose of the service.

24. Suspension, limitation and closure of the account

24.1. The User may request the closure of the account from the available settings or at [email protected]. Closure does not extinguish the obligations related to completed orders, payments, fraud, disputes or the legally required retention of records.

24.2. RA DELIVERY may limit or suspend the account for breaches of the law or of these terms, a security risk, fraud, non-payment, abuse, prohibited products or the protection of other persons. The measure must be proportionate to the seriousness and to the risk.

24.3. Before a permanent suspension, RA DELIVERY communicates the reasons and offers the possibility to appeal, except where notification is prohibited by law, would compromise an investigation, would create a risk, or the breach is repeated and obvious.

24.4. An appeal regarding the account may be submitted to [email protected]. RA DELIVERY may request identity verification and will communicate a reasoned outcome.

25. Availability, maintenance and changes to the service

25.1. RA DELIVERY aims for continuous and secure operation, but does not guarantee the absolute absence of errors, interruptions or incompatibilities. Maintenance, updates, third-party incidents or security events may require temporary suspensions.

25.2. Features, areas, payment methods and delivery models may be added, changed or withdrawn. Changes do not retroactively affect orders already accepted, except in situations required by law or necessary for safety.

25.3. The terms may be updated for legal, technical or commercial changes. Material changes are communicated through the Platform, by e-mail or by another appropriate means before they enter into force, where the law or the nature of the change so requires.

26. Liability and warranties

26.1. Each party is responsible for its own obligations. RA DELIVERY is responsible for the administration of the Platform and for the services it provides directly; the Merchant is responsible for the sale, the products and its information; the delivery provider is responsible for the performance of the delivery, within the limits of the law and of the applicable contract.

26.2. RA DELIVERY is not liable for the independent acts of a Merchant or Courier that it does not control, but will cooperate reasonably in the investigation of incidents and will not invoke this rule in order to avoid its own liability or the legal obligations of an online platform.

26.3. No provision excludes or limits liability for fraud, intent, personal injury, breach of confidentiality or of data protection, the non-performance of an obligation that cannot be limited, or other situations in which the law prohibits exclusion.

26.4. For Users who are not consumers, liability for indirect damage, loss of profit, revenue, data or opportunities may be limited to the extent permitted by law and by the applicable commercial terms. This limitation does not apply to Consumers to the detriment of their mandatory rights.

26.5. The User is liable for damage caused through the culpable breach of these terms, the illegal use of the Platform or the provision of false data, without being liable for events not attributable to them.

27. Force majeure and exceptional events

27.1. A party is not liable for delay or non-performance caused by an external, unforeseeable, absolutely invincible and unavoidable event or by a fortuitous event recognized by law. Depending on the circumstances, disasters, restrictions imposed by the authorities, conflicts, major infrastructure outages, epidemics or severe weather events may be relevant.

27.2. The affected party must limit the effects and inform the other party when reasonable. If performance becomes impossible, the amounts corresponding to the unperformed services are reimbursed in accordance with the law.

28. Data protection and cookies

28.1. Personal data is processed in accordance with the RA DELIVERY Privacy Policy. The Policy explains the purposes, the legal bases, the recipients, the transfers, the retention periods and the rights of the data subjects.

28.2. Cookies and similar technologies are managed in accordance with the Cookie Policy and the preferences expressed in the banner or in the settings center. Optional cookies are not activated before consent.

Privacy questions: [email protected]

Data protection contact: [email protected]

29. Communications, notifications and assistance

29.1. Communications related to the account, orders, payments, security, support and contractual changes may be sent by e-mail, SMS, push notifications, call, message in the Platform or visible publication. The User must keep their contact details up to date.

29.2. Marketing communications are sent only on a legal basis and can be stopped through the unsubscribe link, the account settings or a request to [email protected]. Stopping marketing does not disable the transactional messages necessary for the service.

29.3. General assistance is available at [email protected] and at +40 737 198 466. For a quick resolution, the request must include the order number and a clear description of the problem.

30. Governing law, complaints and alternative dispute resolution

30.1. These terms are governed by Romanian law and by directly applicable European Union law. The Consumer also benefits from the protection of the mandatory rules of the Member State in which they have their habitual residence, where those rules are applicable.

30.2. The parties will attempt an amicable resolution through [email protected]. A complaint must identify the User, the order, the facts and the remedy sought.

30.3. Consumers may use the national alternative dispute resolution mechanisms and the electronic services made available by ANPC (the National Authority for Consumer Protection). The discontinuation of the European SOL/ODR platform does not limit access to the national procedures, to the competent courts or to other mechanisms provided by law.

30.4. Disputes are settled by the competent courts in accordance with the law. The Consumer may bring proceedings before the court of their own domicile in the cases where the jurisdiction rules grant them this option.

30.5. For content moderation decisions, the avenues of appeal provided by the DSA, described in section 19 and in the DSA Statement, also apply.

31. Final provisions

31.1. If a clause is null, unenforceable or unlawful, it shall be replaced, to the extent possible, with a valid provision that preserves its economic and legal purpose, without affecting the other clauses.

31.2. The failure to exercise a right immediately does not constitute a waiver. Headings are for guidance only and do not limit the meaning of the clauses.

31.3. The Romanian-language version prevails for the services offered in Romania, unless a translation expressly provides otherwise and without affecting the rights granted by law.

31.4. Orders are governed by the version of the terms available at the time they are placed, except for mandatory changes or changes more favourable to the Consumer.

32. Contact details

Operator: PEROMA HUMAN RESOURCES SRL

Registered office: Str. Mihail Sebastian 31, Bl. S8, Sc. 1, Ap. 27, Sectorul 5, Bucharest, postal code 05077

Website: https://radelivery.com/

Customer support: [email protected]

Legal and DSA matters: [email protected]

Privacy: [email protected]

Data protection: [email protected]

Support telephone: +40 737 198 466

Version history:

Main normative references:

The list is for information purposes and does not limit the application of other national or European Union rules relevant to the services offered through RA DELIVERY.

• Version: 1.0 — Date: 17 July 2026 — Description: Initial version adapted for the RA DELIVERY services and the legal framework applicable at the date of the update.
• Regulation (EU) 2022/2065 on a Single Market for Digital Services (DSA);
• Regulation (EU) 2016/679 on data protection (GDPR) and Law no. 190/2018;
• Government Emergency Ordinance (OUG) no. 34/2014 on consumer rights in contracts concluded with professionals;
• Government Ordinance (OG) no. 21/1992 on consumer protection and Law no. 363/2007 on unfair commercial practices;
• Law no. 365/2002 on electronic commerce;
• Law no. 506/2004 on privacy in the electronic communications sector;
• the legislation on the legal warranty of conformity, product safety, the SGR (Deposit-Return System), food products, medicines, alcohol and tobacco, as applicable.