Terms and Conditions

Last updated: 1 January 2026 | Version 1.0

1. General Information — Seller Identification

The Company is duly registered under Romanian law and carries out electronic commerce activities in accordance with Legea nr. 365/2002 privind comerțul electronic (Law No. 365/2002 on Electronic Commerce).

2. Definitions

For the purposes of this document, the terms set out below shall have the following meanings:

• "Seller" / "Rootful" — SC Pro Natura Biotechnologies S.R.L., as identified in Article 1.
• "Buyer" / "Customer" — any natural person aged at least 18 years or any legal entity that places an Order through the Website.
• "Website" — the electronic commerce platform accessible at www.rootfulnutrition.com.
• "Order" — the Buyer's request to purchase Products through the Website, including through the Subscription Programme.
• "Product" / "Products" — the dietary supplements and goods sold by Rootful through the Website.
• "Contract" — the distance contract concluded between the Seller and the Buyer in accordance with OUG nr. 34/2014 (Government Emergency Ordinance No. 34/2014 on Consumer Rights in Contracts Concluded with Professionals), without the simultaneous physical presence of the parties.
• "Subscription Programme" / "Subscription" — the recurring purchase option described in Article 8.
• "Minimum Commitment Period" — the minimum period of 3 (three) consecutive months during which the Subscription may not be terminated.

3. Subject Matter of the Contract and Acceptance of Terms

3.1. These General Terms and Conditions (hereinafter referred to as the "GTC") govern the conditions of use of the Website, the placement of orders, the delivery of products, and any other matters relating to the contractual relationship between Rootful and the Buyer.

3.2. By placing an Order on the Website, the Buyer declares that he or she has read, understood, and accepted these GTC in their entirety. Acceptance of the GTC constitutes a mandatory precondition for the conclusion of the Contract.

3.3. Rootful reserves the right to amend these GTC at any time. Amendments shall be published on the Website and shall take effect from the date of publication. For Orders placed prior to the amendment, the GTC in the form accepted at the time of placing the respective Order shall apply.

3.4. Should any provision of these GTC be declared null or unenforceable, the remaining provisions shall continue in full force and effect.

4. Products — Dietary Supplements

4.1. The Products sold through the Website are dietary supplements within the meaning of Legea nr. 56/2021 privind suplimentele alimentare (Law No. 56/2021 on Dietary Supplements).

4.2. All Rootful products have been notified to the Romanian Ministry of Health and comply with the applicable requirements of Regulamentul (UE) nr. 1169/2011 (Regulation (EU) No. 1169/2011 on the Provision of Food Information to Consumers).

4.3. Product photographs displayed on the Website are for informational purposes only. Minor differences in colour or appearance may exist between the images on the Website and the physical product, owing to screen settings or packaging updates.

4.4. Ingredients, nutritional information, recommended dosage, and warnings are displayed on each product page and on the physical product label, in the Romanian language.

4.5. Individual results may vary. The information on the Website regarding product benefits is based on internationally recognised studies and ingredients; however, it does not constitute a guarantee of specific results.

5. Placing and Processing Orders

5.1. Orders are placed exclusively through the Website by following the steps indicated on the platform: selecting the product, adding it to the cart, completing the delivery and billing details, choosing the payment method, and confirming the Order.

5.2. By pressing the "Order with obligation to pay" button (or equivalent), the Buyer assumes the obligation to pay the amount indicated.

5.3. Upon placing the Order, the Buyer shall receive an automatic email confirmation, which does not constitute acceptance of the Order but merely acknowledges its receipt.

5.4. The distance contract shall be deemed concluded at the moment Rootful sends the Order dispatch confirmation or, in the case of card payment, at the moment the payment is successfully processed.

5.5. Rootful reserves the right to refuse an Order in the following circumstances:

• The Buyer's identification data is incomplete or incorrect;
• The ordered Product is no longer available in stock;
• There are reasonable suspicions of fraud or abuse;
• The Buyer has failed to fulfil obligations arising from a previous Contract.

5.6. In the event that a Product is unavailable, Rootful shall inform the Buyer as soon as possible and shall fully refund any amounts paid, within a maximum of 14 calendar days.

6. Prices, Taxes, and Payment Methods

6.1. Prices displayed on the Website are expressed in Romanian Lei (RON), include VAT, and are valid at the time the Order is placed.

6.2. Delivery costs are not included in the product price and are displayed separately during the Order checkout process, prior to payment confirmation.

6.3. Rootful reserves the right to modify prices at any time. The applicable price shall be the one displayed on the Website at the time the Order is placed.

6.4. Accepted payment methods:

• Bank card (Visa, Mastercard) — through a secure payment processor;
• Cash on delivery (where available);
• Other payment methods indicated on the Website at the time of Order checkout.

6.5. Card payments are processed through third-party payment service providers in compliance with PCI DSS standards. Rootful does not store and does not have access to the Buyer's full card details.

6.6. The tax invoice shall be issued in electronic format and transmitted to the Buyer's email address.

7. Product Delivery

7.1. Delivery shall be carried out within the territory of Romania (and, where indicated on the Website, to other countries), through partner courier services.

7.2. The estimated delivery term is 1–5 business days from the date of Order confirmation, depending on the delivery area and product availability. This term is an estimate and does not constitute an essential term of the Contract.

7.3. The maximum delivery term shall not exceed 30 calendar days from the date of conclusion of the Contract, in accordance with Article 18 of OUG nr. 34/2014 (Government Emergency Ordinance No. 34/2014 on Consumer Rights).

7.4. The risk of loss or damage to the products shall pass to the Buyer at the moment the Buyer or a third party designated by the Buyer (other than the carrier) takes physical possession of the products.

7.5. Upon receipt of the parcel, the Buyer is obliged to inspect the integrity of the packaging. If the parcel shows visible damage, the Buyer shall have the right to refuse acceptance and to immediately notify Rootful at support@rootfulnutrition.com.

8. Subscription Programme

8.1. Description of the Subscription Programme

The Rootful Subscription Programme allows the Buyer to receive selected Products at regular intervals (monthly), benefiting from a preferential price compared to individual purchases.

8.2. Minimum Commitment Period

8.2.1. By subscribing, the Buyer commits to a minimum period of 3 (three) consecutive months from the date of the first delivery (the "Minimum Commitment Period").

8.2.2. During the Minimum Commitment Period, the Subscription may not be terminated by the Buyer, except through the exercise of the right of withdrawal under Article 9 with respect to the first delivery.

8.2.3. The total financial obligation for the Minimum Commitment Period corresponds to the value of 3 (three) monthly deliveries at the price indicated on the product page at the time of Subscription activation, which shall be debited on a monthly basis.

8.3. Billing and Recurring Payment

8.3.1. The Buyer's card shall be automatically debited every 30 calendar days from the date of the first order, for the amount corresponding to one delivery cycle.

8.3.2. Rootful shall send an email notification at least 3 (three) days prior to each recurring charge, specifying the amount to be debited and the date of the charge.

8.3.3. In the event that payment cannot be processed (expired card, insufficient funds, etc.), Rootful shall notify the Buyer and shall reattempt the charge within 3 days. If the payment cannot be processed on the second attempt either, the delivery shall be suspended until the payment is regularised.

8.4. Automatic Renewal after the Minimum Period

8.4.1. Upon expiry of the Minimum Commitment Period, the Subscription shall automatically renew on a month-to-month basis, at the same price, until terminated by the Buyer.

8.4.2. Rootful shall send a reminder email at least 5 (five) days prior to each automatic renewal following the Minimum Period.

8.5. Termination of the Subscription

8.5.1. During the Minimum Commitment Period (first 3 months): The Subscription may not be terminated. The Buyer shall remain obliged to pay in full for the 3 contracted deliveries.

8.5.2. After the expiry of the Minimum Commitment Period: The Buyer may terminate the Subscription at any time, with a minimum notice of 5 (five) calendar days prior to the next billing date, by means of:

• The "My Account" section on the Website;
• Email to support@rootfulnutrition.com, with the subject line "Subscription Cancellation".

8.5.3. Cancellation shall take effect from the next billing cycle. Products already billed and/or dispatched shall not be subject to cancellation.

8.5.4. Rootful reserves the right to suspend or terminate a Subscription in the event of the Buyer's failure to fulfil payment obligations.

8.6. Modification of the Subscription

8.6.1. The Buyer may request a change of product, quantity, or delivery frequency at least 5 days prior to the next billing date, through the methods indicated in Article 8.5.2.

8.6.2. Such modification shall not affect the Minimum Commitment Period and shall not reset the 3-month term.

8.7. Modification of Subscription Prices

8.7.1. Rootful undertakes to maintain the Subscription price unchanged throughout the Minimum Commitment Period.

8.7.2. After the expiry of the Minimum Period, Rootful may modify the Subscription price with a minimum notice of 15 calendar days. If the Buyer does not agree with the new price, the Buyer may terminate the Subscription without penalty before the new price takes effect.

9. Right of Withdrawal

9.1. In accordance with OUG nr. 34/2014 privind drepturile consumatorilor în cadrul contractelor încheiate cu profesioniștii (Government Emergency Ordinance No. 34/2014 on Consumer Rights in Contracts Concluded with Professionals), the Buyer (natural person) shall have the right to withdraw from the Contract within 14 calendar days, without being required to state any reason and without incurring any penalties.

9.2. The withdrawal period shall begin on the day on which the Buyer or a third party designated by the Buyer (other than the carrier) takes physical possession of the products.

9.3. To exercise the right of withdrawal, the Buyer shall send an unambiguous statement (letter, email) to the contact details indicated in Article 1 or shall complete the Withdrawal Form available at the Return Policy page.

9.4. Sealed, unopened products may be returned within 14 days in accordance with Article 9.1. The product must be returned in its original condition, with all accessories and packaging intact.

9.5. The direct costs of returning the products shall be borne by the Buyer, unless Rootful has offered to bear such costs or has failed to inform the Buyer that such costs are the Buyer's responsibility.

9.6. Rootful shall refund all amounts received from the Buyer, including the initial delivery costs (except for any additional costs arising from the Buyer's choice of a delivery method more expensive than the standard delivery), within a maximum of 14 calendar days from the date of receipt of the returned products or of proof of their dispatch.

9.7. The refund shall be made using the same method of payment used by the Buyer for the initial transaction, unless the Buyer has agreed to a different method.

9.8. Right of Withdrawal and the Subscription Programme

9.8.1. The 14-day right of withdrawal shall apply only to the first delivery under the Subscription. Exercising the right of withdrawal for the first delivery shall result in the termination of the entire Subscription.

9.8.2. Subsequent deliveries within the Minimum Commitment Period shall not benefit from a separate right of withdrawal, as they are considered the progressive performance of the same Contract.

10. Warranties, Conformity, and Complaints

10.1. Rootful warrants that the Products sold are in conformity with the description on the Website and with the legal requirements applicable to dietary supplements in Romania.

10.2. The Buyer shall benefit from the legal guarantee of conformity provided by Legea nr. 449/2003 (Law No. 449/2003 on the Sale of Products and Associated Guarantees) and OG nr. 21/1992 (Government Ordinance No. 21/1992 on Consumer Protection), in accordance with the law.

10.3. In the event that a product is received damaged, with manufacturing defects, or not in conformity with the Order, the Buyer shall notify Rootful within 48 hours of receipt, by email to support@rootfulnutrition.com, attaching photographs of the product and packaging.

10.4. Rootful shall review the complaint and, depending on the circumstances, shall proceed to replace the product or refund the purchase price, within a maximum of 14 calendar days from confirmation of the non-conformity.

10.5. General complaints may be submitted by:

• Email: support@rootfulnutrition.com
• Through the contact form on the Website

11. Limitation of Liability

11.1. Rootful shall not be liable for:

• Improper use of the Products or use contrary to the instructions on the label;
• Individual adverse reactions caused by undiagnosed or undisclosed allergies or intolerances of the Buyer;
• Failure to achieve expected results, given that the effects of dietary supplements vary from person to person;
• Delivery delays caused by the carrier or by force majeure events;
• Temporary unavailability of the Website due to technical reasons;
• Any information display errors on the Website caused by technical updates, provided they are rectified within a reasonable timeframe.

11.2. Rootful's total liability to the Buyer, regardless of the legal basis, shall not exceed the value of the Order(s) in question.

11.3. The above limitations of liability shall not apply in cases where mandatory law does not permit the limitation or exclusion of liability.

12. Intellectual Property

12.1. All elements of the Website — including, but not limited to: the name "Rootful", the logo, design, texts, images, graphic elements, formulations, product names, and video materials — are the exclusive property of SC Pro Natura Biotechnologies S.R.L. and are protected under Romanian and international legislation on intellectual and industrial property.

12.2. Any reproduction, copying, modification, distribution, republication, or commercial use of the Website content without the prior written consent of Rootful is prohibited.

12.3. Infringement of intellectual property rights shall give rise to civil and/or criminal liability under applicable legislation.

13. Force Majeure

13.1. Neither party shall be liable for the failure to perform or the improper performance of its contractual obligations, in whole or in part, if such failure is caused by a force majeure event within the meaning of the Codul Civil (Romanian Civil Code).

13.2. The party affected by force majeure shall notify the other party within 5 business days of the occurrence of the event and shall make all reasonable efforts to mitigate its effects.

13.3. If the force majeure event persists for more than 60 calendar days, either party may terminate the Contract without compensation.

14. Personal Data Protection

14.1. Rootful processes the personal data of Buyers in accordance with Regulamentul (UE) 2016/679 (Regulation (EU) 2016/679 — General Data Protection Regulation / GDPR) and applicable Romanian legislation.

14.2. Detailed information regarding the types of data collected, the purposes of processing, the legal bases, the rights of data subjects, and the retention periods is available in the Privacy Policy.

14.3. Information regarding cookies and tracking technologies used on the Website is available in the Cookie Policy.

15. Dispute Resolution

15.1. The parties shall use all reasonable endeavours to settle amicably any dispute arising out of or in connection with these GTC.

15.2. The Buyer may address complaints to the contact details indicated in Article 1. Rootful undertakes to respond to any complaint within a maximum of 30 calendar days.

15.3. Alternative Dispute Resolution (ADR): If the Buyer is not satisfied with the response received, the Buyer may resort to the Alternative Dispute Resolution (ADR) procedure through Autoritatea Națională pentru Protecția Consumatorilor / ANPC (the National Authority for Consumer Protection):

• ANPC: https://anpc.ro/
• ADR (SAL): https://anpc.ro/ce-este-sal/
• ODR Platform (Online Dispute Resolution): https://ec.europa.eu/consumers/odr

15.4. In accordance with Regulation (EU) No. 524/2013, consumers may also file a complaint through the European Online Dispute Resolution (ODR) platform, accessible at the address above.

15.5. If the dispute cannot be resolved amicably or through ADR/ODR, it shall be submitted for resolution to the competent courts of Romania.

16. Governing Law

16.1. These GTC shall be governed by and construed in accordance with the laws of Romania.

16.2. The consumer rights provided by the mandatory legislation of the Buyer's country of residence (in the case of consumers within the EU/EEA) shall remain fully applicable insofar as they afford greater protection than Romanian law.

17. Final Provisions

17.1. These GTC, together with the Privacy Policy, Cookie Policy, and Return Policy, constitute the entire agreement between Rootful and the Buyer with respect to the use of the Website and the purchase of Products.

17.2. Communication between Rootful and the Buyer shall be conducted by email or through the Website. Notifications sent by email shall be deemed received within 24 hours of dispatch.

17.3. The Buyer may not assign the rights and obligations arising from the Contract without the prior written consent of Rootful.

17.4. Rootful's failure to exercise any right provided under these GTC shall not constitute a waiver of that right.

Applicable legislation: OUG nr. 34/2014 privind drepturile consumatorilor (Government Emergency Ordinance No. 34/2014 on Consumer Rights); Legea nr. 365/2002 privind comerțul electronic (Law No. 365/2002 on Electronic Commerce); Legea nr. 56/2021 privind suplimentele alimentare (Law No. 56/2021 on Dietary Supplements); Regulamentul (UE) 2016/679 (Regulation (EU) 2016/679 — GDPR); Regulamentul (UE) nr. 1169/2011 (Regulation (EU) No. 1169/2011 on Food Information to Consumers); OG nr. 21/1992 privind protecția consumatorilor (Government Ordinance No. 21/1992 on Consumer Protection); Legea nr. 449/2003 privind vânzarea produselor și garanțiile asociate acestora (Law No. 449/2003 on the Sale of Products and Associated Guarantees).