General Terms and Conditions

Last updated: 01.01.2026 | Version 1.0

1. General information: identification of the seller

The company is lawfully registered under Romanian law and carries out e-commerce activity in accordance with Law no. 365/2002 on electronic commerce.

2. Definitions

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

• “Seller” / “Rootful”: SC Pro Natura Biotechnologies S.R.L., identified in Article 1.
• “Buyer” / “Customer”: any natural person aged at least 18 or any legal entity that places an Order through the Site.
• “Site”: the e-commerce platform accessible at www.rootfulnutrition.com.
• “Order”: the Buyer's request to purchase Products through the Site, including through the Subscription Programme.
• “Product” / “Products”: the food supplements and goods sold by Rootful through the Site.
• “Contract”: the distance contract concluded between the Seller and the Buyer in accordance with Government Emergency Ordinance (OUG) no. 34/2014, without the simultaneous physical presence of the parties.
• “Subscription Programme” / “Subscription”: the recurring purchase option described in Article 8.
• “Minimum Commitment Period”: the period of at least 3 (three) consecutive months during which the Subscription cannot be terminated.

3. Subject of the contract and acceptance of the terms

3.1. These General Terms and Conditions (hereinafter “GTC”) govern the conditions of use of the Site, the placing of orders, the delivery of products and any other aspects of the contractual relationship between Rootful and the Buyer.

3.2. By placing an Order on the Site, the Buyer declares that they have read, understood and accept these GTC in full. Acceptance of the GTC is a mandatory precondition for concluding the Contract.

3.3. Rootful reserves the right to amend these GTC at any time. Amendments will be published on the Site and will take effect from the date of publication. For Orders placed before an amendment, the GTC in the form accepted when that Order was placed will apply.

3.4. If any provision of these GTC is declared null or unenforceable, the remaining provisions remain fully valid and enforceable.

4. Products: food supplements

4.1. The products sold through the Site are food supplements within the meaning of Law no. 56/2021 on food supplements.

4.2. All Rootful products are notified to the Romanian Ministry of Health and comply with the applicable requirements of Regulation (EU) No 1169/2011 on the provision of food information to consumers.

4.3. The product photographs shown on the Site are for information purposes. There may be minor differences in colour or appearance between the images on the Site and the physical product, due 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 Romanian.

4.5. Individual results may vary. The information on the Site about the benefits of the products is based on studies and internationally recognised ingredients, but does not constitute a guarantee that specific results will be obtained.

5. Placing and processing orders

5.1. Orders are placed exclusively through the Site, following the steps shown on the platform: selecting the product, adding it to the basket, entering 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 undertakes the obligation to pay the amount shown.

5.3. After placing the Order, the Buyer receives an automatic e-mail confirmation, which does not constitute acceptance of the Order but only confirmation that it has been received.

5.4. The distance contract is deemed concluded when Rootful sends the dispatch confirmation for the Order or, in the case of card payment, when the payment is successfully processed.

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

• The Buyer's identification details are incomplete or incorrect;
• The ordered Product is no longer available in stock;
• There are reasonable suspicions of fraud or abuse;
• The Buyer has not complied with their obligations under a previous Contract.

5.6. If a Product is unavailable, Rootful will inform the Buyer as soon as possible and will refund the amounts paid in full, within a maximum of 14 calendar days.

6. Prices, taxes and payment methods

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

6.2. The delivery cost is not included in the product price and is shown separately during checkout, before the payment is confirmed.

6.3. Rootful reserves the right to change prices at any time. The applicable price is the one displayed on the Site when 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 shown on the Site at 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 is issued electronically and sent to the Buyer's e-mail address.

7. Delivery of products

7.1. Delivery is made within Romania (and, where indicated on the Site, to other countries) through partner courier services.

7.2. The estimated delivery time is 1 to 5 working days from the date the Order is confirmed, depending on the delivery area and product availability. This time frame is an estimate and is not an essential term of the Contract.

7.3. The maximum delivery time will not exceed 30 calendar days from the date the Contract is concluded, in accordance with art. 18 of OUG no. 34/2014.

7.4. The risk of loss of or damage to the products passes to the Buyer when the Buyer, or a third party designated by the Buyer (other than the carrier), takes physical possession of the products.

7.5. On receiving the parcel, the Buyer must check that the packaging is intact. If the parcel shows visible damage, the Buyer has the right to refuse delivery and to notify Rootful immediately at support@rootfulnutrition.com.

8. Subscription Programme

8.1. Description of the Subscription Programme

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

8.2. Minimum Commitment Period

8.2.1. By taking out a Subscription, the Buyer commits for 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 cannot be terminated by the Buyer, except by exercising the right of withdrawal under the conditions of Article 9 for 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 shown on the product page when the Subscription is activated. The exact amount is displayed and confirmed by the Buyer before the order is completed.

8.3. Billing and recurring payment

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

8.3.2. Rootful will send an e-mail notification at least 3 (three) days before each recurring charge, stating the amount to be charged and the date of the charge.

8.3.3. If the payment cannot be processed (expired card, insufficient funds, etc.), Rootful will notify the Buyer and will retry the charge within 3 days. If the payment cannot be processed on the second attempt either, delivery will be suspended until the payment is settled.

8.4. Automatic renewal after the Minimum Period

8.4.1. When the Minimum Commitment Period expires, the Subscription renews automatically, month to month, at the same price, until it is terminated by the Buyer.

8.4.2. Rootful will send a reminder e-mail at least 5 (five) days before each automatic renewal after the Minimum Period.

8.5. Terminating the Subscription

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

8.5.2. After the Minimum Commitment Period has expired: the Buyer may terminate the Subscription at any time, with at least 5 (five) calendar days' notice before the next billing date, via:

• The “My account” section of the Site;
• E-mail to support@rootfulnutrition.com, with the subject “Anulare Abonament” (Subscription Cancellation).

8.5.3. Cancellation takes effect from the date of the next billing cycle. Products already invoiced and/or dispatched are not subject to cancellation.

8.5.4. Rootful reserves the right to suspend or terminate a Subscription if the Buyer fails to meet their payment obligations.

8.6. Changing the Subscription

8.6.1. The Buyer may request a change of product, quantity or delivery frequency at least 5 days before the next billing date, using the methods indicated in art. 8.5.2.

8.6.2. A change does not affect the Minimum Commitment Period and does not reset the 3-month term.

8.7. Changes to Subscription prices

8.7.1. Rootful undertakes to keep the Subscription price unchanged for the duration of the Minimum Commitment Period.

8.7.2. After the Minimum Period has expired, Rootful may change the Subscription price with at least 15 calendar days' notice. If the Buyer does not agree with the new price, they may terminate the Subscription without penalty before the new price applies.

9. Right of withdrawal

9.1. In accordance with OUG no. 34/2014 on consumer rights in contracts concluded with traders, the Buyer (natural person) has the right to withdraw from the Contract within 14 calendar days, without giving any reason and without incurring penalties.

9.2. The withdrawal period begins 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 will send an unequivocal statement (letter, e-mail) to the contact details indicated in Article 1 or will complete the Withdrawal Form available in the Return Policy.

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

9.5. The direct costs of returning the products are borne by the Buyer, unless Rootful has offered to bear them or has not informed the Buyer that the Buyer is to bear them.

9.6. Rootful will refund all amounts received from the Buyer, including the initial delivery costs (except for the additional costs resulting from choosing a more expensive delivery method than standard delivery), within a maximum of 14 calendar days from the date the returned products are received or proof of their dispatch is provided.

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

9.8. The right of withdrawal and the Subscription Programme

9.8.1. The 14-day right of withdrawal applies only to the first delivery of the Subscription. Exercising the right of withdrawal for the first delivery results in the termination of the entire Subscription.

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

10. Warranties, conformity and complaints

10.1. Rootful guarantees that the Products sold conform to the description on the Site and to the legal requirements applicable to food supplements in Romania.

10.2. The Buyer benefits from the legal guarantee of conformity provided by Law no. 449/2003 and Government Ordinance (OG) no. 21/1992, under the conditions of the law.

10.3. If a product is received damaged, with manufacturing defects or not in accordance with the order, the Buyer must notify Rootful within 48 hours of receipt, by e-mail to support@rootfulnutrition.com, attaching photographs of the product and packaging.

10.4. Rootful will review the complaint and, depending on the situation, will replace the product or refund its value within a maximum of 14 calendar days of the non-conformity being confirmed.

10.5. General complaints can be submitted via:

• E-mail: support@rootfulnutrition.com
• The contact form on the Site

11. Limitation of liability

11.1. Rootful will not be liable for:

• Use of the Products in an improper manner or contrary to the directions on the label;
• Individual adverse reactions caused by allergies or intolerances not diagnosed or not declared by the Buyer;
• Failure to obtain the expected results, given that the effects of food supplements vary from person to person;
• Delivery delays caused by the carrier or by force majeure;
• Temporary unavailability of the Site for technical reasons;
• Any errors in the display of information on the Site caused by technical updates, provided they are corrected within a reasonable time.

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

11.3. The above limitations of liability do not apply where mandatory law does not permit liability to be limited or excluded.

12. Intellectual property

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

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

12.3. Infringement of intellectual property rights gives rise to civil and/or criminal liability under the legislation in force.

13. Force majeure

13.1. Neither party will be liable for the non-performance or improper performance of its contractual obligations, in whole or in part, if this is caused by a force majeure event within the meaning of the Civil Code.

13.2. The party affected by force majeure will notify the other party within 5 working days of the event occurring and will make all reasonable efforts to limit its effects.

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

14. Protection of personal data

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

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

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

15. Dispute resolution

15.1. The parties will make every effort to settle amicably any disagreement arising from or in connection with these GTC.

15.2. The Buyer may submit 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 (SAL): If the Buyer is not satisfied with the response received, they may use the Alternative Dispute Resolution (SAL) procedure through the National Authority for Consumer Protection (ANPC):

• ANPC: https://anpc.ro/
• 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 submit a complaint through the European Online Dispute Resolution (ODR) platform, accessible at the address above.

15.5. If the dispute cannot be settled amicably or through SAL/ODR, it will be referred to the competent courts in Romania.

16. Applicable law

16.1. These GTC are governed by and interpreted in accordance with the law of Romania.

16.2. Consumer rights provided by the mandatory legislation of the Buyer's state of residence (for consumers in the EU/EEA) remain fully applicable to the extent that they offer greater protection than Romanian law.

17. Final provisions

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

17.2. Communication between Rootful and the Buyer takes place by e-mail or through the Site. Notifications sent by e-mail are deemed received within 24 hours of being sent.

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

17.4. Failure by Rootful to exercise any right provided by these GTC does not constitute a waiver of that right.

Reference legislation: OUG no. 34/2014 on consumer rights; Law no. 365/2002 on electronic commerce; Law no. 56/2021 on food supplements; Regulation (EU) 2016/679 (GDPR); Regulation (EU) No 1169/2011; OG no. 21/1992 on consumer protection; Law no. 449/2003 on the sale of products and associated guarantees.