Return, withdrawal and cancellation policy
Last updated: 03.06.2026
This English version is provided for information. The Romanian version remains the reference version, unless mandatory law provides otherwise.
1. Scope
This policy applies to cancellation, return and withdrawal requests for orders, products, materials and services contracted through IronFix.ro.
2. Consumer withdrawal right
If you are a consumer and the contract was concluded remotely, you may have a legal right of withdrawal within 14 days, according to applicable law, subject to legal exceptions.
To exercise the right of withdrawal, send a request to office@softrol.ro, indicating your name, order data, the relevant service/product and the refund option.
3. Services started with client consent
For services, if the client requests performance to start before the 14-day withdrawal period expires, the client may owe proportional costs for the services already performed until withdrawal. If the service has been fully performed with the client's express consent and confirmation that the withdrawal right may be lost after complete performance, the withdrawal right may cease according to the law.
Recommended text for accepting performance before the withdrawal period expires:
I request that the service starts before the legal 14-day withdrawal period expires and understand that, if the service is fully performed, I may lose the right of withdrawal for that service, according to the law.
4. Appointment cancellation
The client may request cancellation or rescheduling of an intervention. If cancellation occurs before team allocation, material ordering or travel to the location, paid amounts may be refunded in full, except for costs already incurred and communicated. If cancellation occurs after special materials were ordered, the team was reserved or travel started, IronFix may retain reasonable and provable costs.
5. Advance payments
Advance payments may be refunded fully or partially depending on order stage:
- fully, if the work was not firmly scheduled and no costs were generated;
- partially, if analysis, travel, diagnosis, team booking or material ordering costs were incurred;
- non-refundable up to the costs actually incurred, if materials were specially ordered, customized or cannot be returned to the supplier.
6. Product/material returns
Products/materials may be returned if eligible under the law, unused, not installed, not damaged, not improperly unsealed and not customized. Products installed or integrated into a work may no longer be returnable, except in non-compliance cases.
7. Products excluded from return
The following may be excluded under the law:
- products made or ordered according to client specifications;
- customized products;
- sealed products that cannot be returned for health protection or hygiene reasons and were unsealed;
- products damaged by the client;
- materials already installed, cut, adapted or integrated into the work.
8. Non-compliant products or services
If the product or service is non-compliant, the client must notify IronFix at office@softrol.ro, with a description, photos and relevant documents. IronFix will analyze the situation and may propose repair, replacement, price reduction or refund, according to the law.
9. Refunds
Refunds are made through the same payment method used initially, unless otherwise agreed, within the applicable legal term, after the request is verified and, where applicable, after returned products are received.
10. Model withdrawal/cancellation form
To: SOFTCONTROL SRL
Email: office@softrol.ro
I hereby inform you that I want to withdraw/cancel the contract/order regarding the following product/service: [description].
Ordered on: [date]
Client name: [name]
Address: [address]
Phone/email: [contact data]
Refund account, if applicable: [IBAN]
Date: [date]
Signature, if the form is sent on paper: [signature]