Last updated: 28 August 2026
Version 2.0 — replaces version 1.0 of 6 November 2025.
1. Scope
This Refund and Cancellation Policy (the “Policy”) applies to all purchases made through the MASAT — Marketplace Seller Assistant platform, operated by S.C. MASAT DIGITAL S.R.L. (“MASAT”).
It complements the Terms and Conditions. Where the two are inconsistent on refunds, this Policy prevails.
2. A service between professionals
MASAT is intended exclusively for professionals — sellers on eMAG (companies, PFA, II, IF). The statutory 14-day right of withdrawal for distance contracts concluded with consumers, under Romanian Government Emergency Ordinance no. 34/2014, therefore does not apply automatically.
MASAT nevertheless chooses to grant, contractually and voluntarily, an equivalent 14-day guarantee, on the terms below. This guarantee may be changed for the future, with prior notice, but never affects purchases already made.
If you do qualify as a consumer under the law, your statutory rights are fully preserved and cannot be limited by this Policy.
3. The 14-day money-back guarantee
You may request a full refund, without giving a reason, within 14 calendar days of the payment date, even if you have used the platform during that period.
- Monthly subscription — full refund within 14 days of payment. After that, the amount paid is not refundable, but you keep access until the paid period ends.
- Annual subscription — full refund within 14 days of purchase. After that, no refund is granted, but your account remains active until the end of the paid term.
- Free Version — being free of charge, it is not covered by this Policy.
- Automatic renewals — the 14-day guarantee applies only to the first purchase of a plan. For renewals, see Section 6.
4. How to request a refund
- Send a written request to office@masat.ro, from the e-mail address associated with your account.
- Include the account e-mail address, the plan purchased and the payment date. A reason is welcome but not required.
- We confirm receipt within a maximum of 2 business days.
- The refund is processed within a maximum of 7 business days from confirmation.
Refunds are issued exclusively through the same payment channel used for the purchase (Stripe), to the original payment instrument. We do not make refunds in cash, by direct bank transfer or by other alternative methods. Depending on your bank, the amount may take a few additional business days to appear on your statement.
5. When a refund is not granted
- requests submitted after the 14-day period has expired;
- automatic renewals of an existing subscription (see Section 6);
- breach of the Terms and Conditions, in particular the acceptable use rules, or abuse of the guarantee, such as repeatedly purchasing and refunding the same plan;
- inability to use the service for reasons outside MASAT’s control: lack of an internet connection, unavailability or modification of the eMAG API, suspension of your seller account by eMAG, or incorrect configuration of the integration on your side;
- personalised or consultancy services provided under a separate contract, which have their own terms.
6. Cancellation and automatic renewal
Monthly and annual subscriptions renew automatically unless you switch off renewal in your account, at https://app.masat.ro → Subscription and payments.
- You can switch off renewal at any time, without penalty.
- Access remains active until the end of the period already paid for.
- Cancelling does not refund amounts already paid for the current period.
- We send an e-mail reminder 7 days before an annual subscription renews, and 30 days before any renewal at a changed price.
7. Changing your plan (upgrade / downgrade)
- Upgrade — takes effect immediately. The difference is charged pro rata for the time remaining on your current subscription.
- Downgrade — takes effect at the start of the next billing period. The difference for the current period is not refunded.
- An upgrade does not reopen the 14-day window for the whole subscription; the guarantee applies only to the additional amount paid for the upgrade.
8. If MASAT discontinues the service
If MASAT stops providing the service, or permanently withdraws a material feature from your plan, we will refund the unused portion of your subscription pro rata, without you needing to ask.
The same applies if you terminate your subscription because you do not accept a substantial change to the Terms and Conditions notified under Section 18 of the Terms.
9. Support and contact
S.C. MASAT DIGITAL S.R.L.
Ilfov County, Bragadiru, 59 Ghidiceni Street
E-mail: office@masat.ro
Website: www.masat.ro | Application: https://app.masat.ro
10. Updates to this Policy
MASAT may update this Policy to reflect legislative, technical or operational changes. Substantial changes are notified 30 days in advance and do not affect purchases already made. The updated version is published on www.masat.ro with the date of the last revision.