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Privacy Policy

Last updated: 15 May 2026 · Effective: launch

1. Who we are

Laverro SRL ("Laverro", "we", "us", "our") is the data controller for personal data processed through the website at laverro.com, the Laverro iOS and Android applications, and the customer support channels we operate.

Registered office: [PLACEHOLDER: full registered office address, e.g., Str. Exemplu nr. 1, Sector 1, București, România].
Trade register number: J40/[PLACEHOLDER: registration number]/2026.
Sole registration code (CUI): [PLACEHOLDER: VAT/fiscal code, e.g., RO12345678].
Share capital: [PLACEHOLDER: subscribed share capital] RON.
General contact: [email protected].

2. Data protection contact

Laverro is not legally required to appoint a Data Protection Officer (DPO) under Art. 37 GDPR — we have no employees yet, our core activities do not consist of large-scale systematic monitoring of data subjects, and we do not process special categories of data on a large scale. We will reassess this whenever our operations materially expand. In the meantime, all data protection requests, complaints, and inquiries should be sent to [email protected] (alias of [email protected]). A named privacy contact within the company will be designated upon launch: [PLACEHOLDER: name and role of internal privacy contact].

3. Scope

This Privacy Policy applies to personal data we process when you (a) visit laverro.com or any Laverro subdomain, (b) install or use the Laverro mobile app, (c) place or receive a shoe-care order through Laverro, (d) apply to join Laverro as a partner atelier, or (e) communicate with us by email, in-app chat, or social channels. The policy does not apply to third-party websites or services we link to — those have their own policies.

4. Personal data we collect

• Account data — first and last name, email, phone number, password hash (or OAuth identifier from Google or Apple), preferred language, account creation date.
• Order & service data — pickup and return addresses, access notes for the courier, shoe brand/model/size/colour, free-text descriptions, services selected, atelier assigned, price quoted and paid, courier tracking numbers, timestamps for each order state.
• Photographic data — before-work and after-work photos of your shoes taken by the partner atelier; optional photos you upload to describe a problem. Photos may incidentally show personal items visible in the frame — we ask ateliers to crop tightly.
• Payment data — payments are handled by Stripe Payments Europe Limited; Laverro never sees or stores full card numbers. We retain only Stripe payment intent identifiers, last four digits, card brand, billing country, and payment status.
• Location data — pickup and return addresses you enter; approximate geolocation derived from IP for fraud and city-availability checks. We do not track precise device location in the background.
• Device & usage data — IP address, browser/device type, operating system, device identifiers (for app push notifications), language preference, referring URL, pages and screens viewed, session duration, crash logs.
• Communications — emails, in-app chat messages, support tickets, voicemails (if any), and our responses.
• Marketing preferences — whether you have consented to marketing emails, push notifications, or analytics cookies, and the timestamp of each consent or withdrawal.

5. Where this data comes from

• Directly from you — when you register, place an order, contact support, or fill in a form.
• From the courier partner — tracking statuses, pickup and delivery confirmations, signed-by names, exception reports.
• From the partner atelier — order confirmation, before/after photos, work notes, price-change proposals.
• From Stripe — payment status, fraud risk score, dispute information.
• From auth providers — if you sign in with Google or Apple, we receive the identifiers and basic profile fields you agree to share.
• Automatically — through cookies, app SDKs, and server logs when you interact with our platform.

6. Purposes and legal bases

• Providing the service — creating your account, taking orders, dispatching couriers, routing shoes to ateliers, processing payments, handling returns. Legal basis: Art. 6(1)(b) GDPR — performance of a contract.
• Customer support — answering questions, mediating disputes, processing refunds. Legal basis: Art. 6(1)(b) and Art. 6(1)(f) GDPR — contract and legitimate interest in supporting customers.
• Legal and tax obligations — issuing fiscal invoices, keeping accounting records, responding to lawful requests from authorities, anti-fraud and anti-money-laundering checks. Legal basis: Art. 6(1)(c) GDPR — legal obligation (notably Romanian Codul Fiscal and Legea contabilității nr. 82/1991).
• Fraud prevention and platform security — detecting abusive accounts, payment fraud, scraping, brute-force logins. Legal basis: Art. 6(1)(f) GDPR — legitimate interest in keeping the service secure.
• Product analytics and improvement — understanding which features are used, where users drop off, debugging crashes. Legal basis: Art. 6(1)(a) GDPR (consent, where cookies are involved) and Art. 6(1)(f) (legitimate interest, for first-party server logs).
• Marketing communications — newsletters, product updates, promotions. Legal basis: Art. 6(1)(a) GDPR — consent, withdrawable at any time.
• Defending legal claims — preserving evidence in case of disputes. Legal basis: Art. 6(1)(f) GDPR — legitimate interest.

7. Sharing and sub-processors

We share personal data only with carefully selected providers, each bound by a written processor agreement under Art. 28 GDPR or, where they act as independent controllers, by their own GDPR obligations. We do not sell personal data.

• Stripe Payments Europe Limited (Ireland, with affiliates in the US) — payment processing. Independent controller for fraud and regulatory purposes; processor for payment instructions. Transfers to the US are covered by Standard Contractual Clauses and, where applicable, the EU-US Data Privacy Framework.
• Supabase (EU region, Frankfurt) — authentication, database, and file storage. Processor.
• Microsoft Azure (EU regions) — backend hosting for the API. Processor.
• Cloudflare (global CDN and security) — caching, DDoS protection, edge delivery. Processor; transfers covered by Standard Contractual Clauses.
• Courier partners in Romania (FanCourier, Sameday, Cargus or equivalent) — pickup and return logistics. Independent controllers for the transport leg; we share only what they need to deliver.
• Partner ateliers in Romania — performing the actual shoe-care service. Independent controllers for the service they provide directly to you; they receive your name, the address handled by the courier, and the order details necessary to perform the work.
• Email and notification providers — [PLACEHOLDER: transactional email provider, e.g., Postmark / Resend / SendGrid] for transactional mail and push notifications. Processors.
• Analytics providers — none at launch; if added after launch, they will be listed here and only activated after your consent.
• Professional advisers — accountants, auditors, and lawyers, bound by professional confidentiality.
• Authorities — when legally required (court orders, tax authorities, ANPC, ANSPDCP).

8. International transfers

Most processing happens in the European Union. Where a sub-processor transfers data outside the EU/EEA, we rely on European Commission adequacy decisions where they exist, or on Standard Contractual Clauses (SCCs) supplemented by technical and organisational measures such as encryption in transit and at rest, pseudonymisation, and contractual restrictions on government access requests. You can request a copy of the relevant safeguards by emailing [email protected].

9. How long we keep your data

• Account data — until you delete your account, plus up to 30 days in encrypted backups before final erasure.
• Order records and fiscal invoices — 10 years from the end of the financial year, per Romanian Codul Fiscal and Legea contabilității nr. 82/1991.
• Before/after photos — 24 months after final delivery, unless a dispute is open or a longer period is required to defend a legal claim.
• Support communications — 3 years from the last interaction.
• Marketing consent records — 3 years after the consent is withdrawn (to demonstrate prior consent).
• Security and access logs — 12 months.
• Cookie consent records — 12 months, or until you change your choice.

10. Security

We protect personal data with technical and organisational measures appropriate to the risk, including: TLS 1.2 or higher for all data in transit; encryption at rest for databases and file storage; role-based access controls with the principle of least privilege; multi-factor authentication for administrative access; periodic access reviews; vendor due diligence before onboarding any new sub-processor; secure software development practices; and a written incident response plan. If a personal data breach is likely to result in a risk to the rights and freedoms of natural persons, we will notify ANSPDCP within 72 hours of becoming aware of it, in accordance with Art. 33 GDPR, and affected individuals where required by Art. 34 GDPR.

11. Your rights under GDPR

Subject to the conditions set out in the GDPR, you have the right to:

• Access — obtain confirmation of whether we process your data and a copy of it (Art. 15).
• Rectification — correct inaccurate or incomplete data (Art. 16).
• Erasure — request deletion, subject to legal retention obligations (Art. 17).
• Restriction — ask us to limit processing in certain circumstances (Art. 18).
• Portability — receive your data in a structured, commonly used, machine-readable format and transmit it to another controller (Art. 20).
• Objection — object to processing based on legitimate interest, including profiling (Art. 21).
• Withdraw consent — for any processing based on consent, without affecting prior lawful processing (Art. 7(3)).
• Not be subject to fully automated decisions with legal or similarly significant effects (Art. 22).

To exercise any of these rights, write to [email protected]. We respond within 30 days; this may be extended by two further months for complex requests, in which case we will inform you within the first month. Requests are free of charge unless manifestly unfounded or excessive. We may ask you to verify your identity before acting on a request.

12. Automated decision-making and profiling

Laverro does not make decisions based solely on automated processing that produce legal effects on you or significantly affect you. Stripe applies automated fraud-risk scoring to payments — if a payment is declined for fraud reasons, you can contact us and a human will review the situation. We may use lightweight profiling (e.g., showing relevant services based on past orders) which you can object to under Art. 21 GDPR.

13. Children

Laverro is not directed at children under 16. Under Romanian Law no. 190/2018 implementing the GDPR (Art. 6), processing of a child's data based on consent in the context of an information society service is lawful only if the child is at least 16. We do not knowingly collect data from children. If you believe a child has provided us data without the consent of the holder of parental responsibility, contact [email protected] and we will delete it promptly.

14. Marketing and profiling

We send marketing communications only after you opt in. Every marketing email contains a one-click unsubscribe link; you can also disable marketing in your account settings or by writing to [email protected]. Withdrawal does not affect transactional messages necessary to fulfil your orders.

15. Cookies and similar technologies

We use a small number of strictly necessary cookies and local-storage entries to remember your language and consent choices. Analytics and marketing cookies, if enabled in the future, only run after your explicit consent. Details are in our Cookie Policy.

16. Changes to this policy

We may update this Privacy Policy from time to time. Material changes will be announced by email or in-app at least 14 days before they take effect. The "Last updated" date at the top reflects the latest version. Continued use of Laverro after the effective date constitutes acceptance of the updated policy.

17. Complaints

If you believe we have not handled your personal data in accordance with applicable law, please contact us first at [email protected] — we will do our best to resolve the issue. You also have the right to lodge a complaint with the Romanian Data Protection Authority:
Autoritatea Națională de Supraveghere a Prelucrării Datelor cu Caracter Personal (ANSPDCP)
B-dul G-ral. Gheorghe Magheru 28-30, Sector 1, 010336 București, România
Web: dataprotection.ro
Email: [email protected]

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Terms & Conditions

Last updated: 15 May 2026 · Effective: launch · Governing law: Romania

1. About Laverro

Laverro is a marketplace for shoe-care services, operated by Laverro SRL, a Romanian limited liability company with registered office at [PLACEHOLDER: full registered office address, București, România], registered with the Trade Register under number J40/[PLACEHOLDER: registration number]/2026, sole registration code (CUI) [PLACEHOLDER: e.g., RO12345678], share capital [PLACEHOLDER: subscribed share capital] RON. You can reach us at [email protected] or at the phone number listed in the Imprint.

2. Marketplace nature and Laverro's role

Laverro is an online intermediation platform and payment agent. When you place an order, the contract for the physical shoe-care service is concluded directly between you (the customer) and the partner atelier shown at checkout (the "Atelier"), which is an independent business. Laverro is not party to that service contract. Laverro is, however, your direct counterparty for the platform services described in these Terms (matching, booking, payment processing, courier orchestration, support and mediation) and acts as commercial agent of the Atelier for collecting payment from you. Laverro vets ateliers before onboarding but does not guarantee their performance beyond what is set out in these Terms and the Refund Policy.

3. Acceptance and amendments

By creating a Laverro account, placing an order, or otherwise using the platform, you accept these Terms, the Privacy Policy, the Cookie Policy, and the Refund Policy. We may amend these Terms; material changes will be announced by email or in-app at least 14 days before they take effect. If you do not accept the changes, you may close your account before they take effect.

4. Eligibility and account

• You must be at least 16 years old and have legal capacity to enter contracts. Customers under 18 may need parental authorisation for certain transactions under Romanian law.
• You must provide accurate information about yourself and keep it up to date.
• You are responsible for keeping your password and access credentials confidential and for all activity under your account.
• One account per person. Multiple accounts created to evade restrictions may be closed.
• You can close your account at any time from your profile or by emailing [email protected]. Closure does not extinguish obligations arising from orders already placed.

5. The service

A typical Laverro order works as follows:

• You choose one or more services in the app, enter pickup and return addresses, pick a pickup window, and pay.
• The matched Atelier confirms the order (see Section 6). Once confirmed, a courier is dispatched at the agreed window.
• The Atelier inspects the shoes, takes before-photos, and performs the work. If additional work is needed, you receive a price-change request that you may accept or decline freely.
• When the work is done, after-photos are uploaded and the courier returns the shoes to the address you specified.
• Payment settles to the Atelier after delivery is confirmed.

6. Booking and confirmation SLA

After payment, the Atelier has 72 hours to confirm or decline the order. If the Atelier does not confirm within that window, the order is automatically cancelled and you are refunded in full (services plus delivery) without any action from your side. See the Refund Policy for details.

7. Pricing and payment

• Prices are displayed in Romanian Lei (RON) and include applicable VAT.
• The total at checkout breaks down service price, courier delivery fee, and any disclosed discounts. There are no hidden fees.
• Payment is processed by Stripe at the time of booking. We accept the cards and wallets Stripe supports for Romanian merchants.
• If, after inspection, the Atelier proposes a price increase or a different scope of work, you receive a notification with photos and reasons. You may accept (additional payment processed via Stripe) or decline (order cancelled per Section 4 of the Refund Policy).
• Laverro charges a 15% platform fee on the service subtotal. This fee is borne by the Atelier and is not added on top of the price you see at checkout.
• A fiscal invoice is issued by Laverro (for the platform component) and/or the Atelier (for the service component) as required by Romanian law, and is available in your account.

8. Pre-contractual information (OUG 34/2014)

In accordance with Government Emergency Ordinance no. 34/2014 on consumer rights in distance contracts, we provide the following information before you place an order, also summarised here:

• Identity of the trader: Laverro SRL, contact details in the Imprint.
• Main characteristics: shoe pickup, restoration at a partner atelier, return delivery; described per service in the app.
• Total price: shown at checkout, including VAT and delivery fees, before you confirm payment.
• Payment, delivery, and performance: payment by card via Stripe at checkout; pickup at the booked window; expected return within 72 hours of pickup unless otherwise communicated.
• Complaints procedure: write to [email protected]; see Section 13 below and the Refund Policy.
• Right of withdrawal: see Section 9 below.
• Legal guarantee of conformity: see Section 11 below.

9. Right of withdrawal

Under OUG 34/2014, you generally have a 14-day right of withdrawal from distance contracts. To exercise it, send an unambiguous statement to [email protected] (you may use the model withdrawal form in the Annex to OUG 34/2014). Important exception: under Art. 16 lit. a) of OUG 34/2014, the right of withdrawal does not apply once a service has been fully performed, provided performance began with your prior express consent and your acknowledgement that you would lose the right of withdrawal once the contract is fully performed. By confirming an order with a pickup window inside the 14-day window, you provide that consent and acknowledgement. Where performance has begun but is not complete, you may still withdraw, but you owe the Atelier the proportionate amount for services already provided up to the moment of withdrawal.

10. Cancellations and refunds

Detailed cancellation and refund rules are in our Refund Policy. In short: full refund before pickup; auto-refund if the Atelier misses the 72-hour confirmation SLA; full refund if you decline a post-inspection price change; prorated refund after work has begun, subject to Section 9.

11. Conformity and legal guarantees

For services, the Atelier owes you performance in accordance with good craftsmanship and the description shown in the app, in line with the Romanian Civil Code provisions on services contracts. For tangible goods returned to you (your shoes), the legal guarantee of conformity under Law no. 449/2003 republished — two years from delivery — applies to the service performed (e.g., re-soling, recolouring). Statutory consumer rights are unaffected by anything in these Terms. If the result does not match what was described or agreed, contact [email protected] within a reasonable time and we will help you obtain remedy (re-do, partial refund, or replacement where possible).

12. Customer responsibilities

• Provide accurate pickup and return addresses, contact information, and access instructions.
• Be available during the pickup window you booked, or reschedule before the courier is dispatched.
• Disclose pre-existing damage, modifications, or sensitivities (e.g., allergies to specific chemicals, fragile components) at the time of booking.
• Ensure the shoes you hand over are yours to entrust, and remove any valuables (insoles with custom orthotics excepted).
• Use the service only for legitimate shoe care; not for money laundering, smuggling, or transporting any unlawful items.

13. Atelier responsibilities

Each partner Atelier is an independent business vetted by Laverro for craftsmanship, hygiene, insurance, and legal compliance before joining. Ateliers are responsible for performing the service with due care, taking before/after photos, complying with applicable consumer and labour law, and maintaining at least the minimum insurance coverage required by Laverro. Ateliers act on their own behalf when performing the service and are not employees, agents, or representatives of Laverro outside the limited payment-collection mandate described in Section 2.

14. Insurance and liability

Each order is covered by insurance up to the lesser of (a) the fair market value of the shoes at the time of pickup and (b) 5,000 RON per order. Coverage extends across both legs of transport and the time the shoes are in the Atelier's custody. Subject to mandatory consumer rights under Romanian law, Laverro's total aggregate liability towards a customer for any single order is capped at the order insurance limit; Laverro is not liable for indirect, consequential, special, or punitive damages, or for loss of profit, opportunity, or data. Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot be limited under applicable law. Statutory consumer rights are unaffected. Insurer details: [PLACEHOLDER: insurer name and policy number once contracted].

15. Intellectual property

"Laverro", the Laverro logo, and related marks are trademarks of Laverro SRL. The platform, software, content, and design are protected by copyright and other intellectual property laws. You may use Laverro only for its intended purpose; you may not copy, scrape, reverse-engineer, modify, or create derivative works of the platform or content without our prior written permission. By uploading content (e.g., photos, notes), you grant Laverro a non-exclusive, worldwide, royalty-free licence to use that content as necessary to operate the service.

16. Acceptable use

You agree not to: (a) violate any law or third-party right; (b) attempt to circumvent payment, fees, or platform controls; (c) attempt to contract directly with Ateliers introduced through Laverro to avoid platform fees, for a period of 12 months from your first booking with that Atelier; (d) submit false, misleading, or fraudulent information; (e) interfere with or disrupt the service, including by uploading malware or excessive automated traffic; (f) harass, threaten, or abuse our staff, Atelier staff, or couriers; (g) use the service for any illegal purpose.

17. Suspension and termination

We may suspend or close accounts in case of breach of these Terms, fraud, abuse, repeated chargebacks, or applicable legal requirement. Where lawful, we will inform you of the reason and give you an opportunity to address it. You may close your account at any time as described in Section 4. Sections that by their nature should survive termination (e.g., on intellectual property, liability, governing law) shall survive.

18. Force majeure

Neither party is liable for failure to perform due to events beyond reasonable control, including natural disasters, war, terrorism, pandemics, labour disputes, government action, or major infrastructure failures. The affected party will inform the other promptly and the obligations shall be suspended for the duration of the event.

19. Notices

We send notices to the email address associated with your account or via in-app message. You can reach us at [email protected] or by post at our registered office.

20. Miscellaneous

If any provision of these Terms is held invalid or unenforceable, the remainder remains in force. Our failure to enforce any right does not waive that right. These Terms (together with the Privacy, Cookie, and Refund policies referenced) constitute the entire agreement between you and Laverro regarding the platform.

21. Governing law and jurisdiction

These Terms are governed by Romanian law. For consumers, the choice of law does not deprive you of the protection of mandatory provisions of the law of your country of habitual residence. If you are a consumer domiciled in the European Union, you may bring proceedings against Laverro in the courts of your domicile or of București, in accordance with Regulation (EU) no. 1215/2012; Laverro may bring proceedings against you only in the courts of your domicile. For business users (e.g., Ateliers), the exclusive jurisdiction lies with the competent courts of București.

22. Out-of-court dispute resolution

You may submit complaints to the National Authority for Consumer Protection (ANPC, anpc.ro) or use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. Laverro will engage in good faith with any mediation request from an entity recognised by ANPC under Law no. 192/2006 on mediation, although such mediation is not mandatory.

23. Contact

Questions: [email protected]. Postal address: [PLACEHOLDER: full registered office address].

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Cookie Policy

Last updated: 15 May 2026 · Effective: launch

1. What cookies and similar technologies are

Cookies are small text files stored on your device when you visit a website. Similar technologies — such as local storage, session storage, IndexedDB, and mobile-app SDK identifiers — work in comparable ways. In this policy, "cookies" refers to all of these unless we say otherwise. Cookies can be set by the site you are visiting ("first-party") or by another domain whose content is embedded on the page ("third-party"). They can be deleted at the end of a browser session ("session cookies") or stored for a longer period ("persistent cookies").

2. Why we use them

We use cookies to: (a) remember your language and audience preferences so the site looks right on each visit; (b) keep your consent choices so we do not ask again on every page; (c) keep you signed in to the Laverro app and protect your session from tampering; (d) detect abuse and fraud; and, only with your consent, (e) measure how the site is used so we can improve it, and (f) help us reach you with relevant Laverro updates elsewhere on the web.

3. Categories we use

• Essential (always on) — required for the site and app to function. They cannot be switched off. Without them, language preferences would reset, sign-in would not persist, and we could not honour your consent choices.
• Analytics (off by default) — let us understand which pages and features are useful, where people drop off, and which errors occur, in an aggregated and pseudonymised way. Only loaded after you opt in.
• Marketing (off by default) — let us measure the effectiveness of our marketing and show you Laverro updates on other sites. Only loaded after you opt in.

4. The specific cookies we use

The table below lists the cookies and local-storage entries active on laverro.com today. The list is updated whenever providers change.

Name	Purpose	Duration	Category
laverro.v7.lang	Remembers your language choice (EN / RO).	12 months (local storage)	Essential
laverro.v7.view	Remembers whether you are viewing the For Users or For Businesses tab.	12 months (local storage)	Essential
laverro.v7.cookies	Stores your cookie-consent choices so we do not ask again.	12 months (local storage)	Essential
sb-*-auth-token	Supabase authentication session, set only when you are signed in to the Laverro app.	Session / up to 30 days	Essential
__cf_bm	Cloudflare bot-management cookie used to distinguish humans from automated traffic.	30 minutes	Essential
_ga, _ga_*	[PLACEHOLDER: enable only after launch] Google Analytics — distinguishes users for aggregated analytics.	Up to 13 months	Analytics (opt-in)
_fbp	[PLACEHOLDER: enable only after launch] Meta Pixel — measures conversions and powers retargeting.	90 days	Marketing (opt-in)

5. Third-party cookies

At launch, the marketing page sets no third-party cookies until you give consent. When you sign in to the Laverro app, Supabase (authentication) and Cloudflare (security and CDN) set essential cookies as listed above. Analytics and marketing providers, when activated after launch, will be listed in the table above and linked to their own policies; they will only be loaded after your explicit consent via the consent banner.

6. Managing your consent

You can change your choices at any time by opening Cookie Settings in the page footer. You can also manage cookies directly in your browser. Note that disabling essential cookies will sign you out and reset preferences. Quick links to common browsers:

• Google Chrome — Settings → Privacy and security → Cookies and other site data.
• Apple Safari — Settings → Privacy → Manage Website Data.
• Mozilla Firefox — Settings → Privacy & Security → Cookies and Site Data.
• Microsoft Edge — Settings → Cookies and site permissions → Manage and delete cookies and site data.
• Mobile apps — on iOS, Settings → Privacy & Security → Tracking; on Android, Settings → Privacy → Ads.

7. Do Not Track

Modern browsers and the GPC (Global Privacy Control) signal allow you to indicate a preference not to be tracked. Because there is no single legal definition of Do Not Track, our consent banner is the authoritative way to express your choice. We will treat a GPC signal as a withdrawal of consent for analytics and marketing cookies where required by applicable law.

8. Changes

We may update this Cookie Policy from time to time. The "Last updated" date at the top reflects the latest version. Material changes that involve new cookie categories or new providers will require renewed consent.

9. Contact

Questions about cookies: [email protected].

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Refund Policy

Last updated: 15 May 2026 · Effective: launch

1. Summary

This Refund Policy explains when and how you get your money back when something does not go to plan. In short: full refund before pickup; automatic refund if the atelier misses the 72-hour confirmation window; full refund if you reject a post-inspection price change; prorated refund after work has started; full or partial refund for damage, loss, or quality issues, supported by insurance up to the lesser of fair market value and 5,000 RON per order. Statutory consumer rights under Romanian law are unaffected by this policy.

2. Auto-refund: 72-hour atelier confirmation

After payment, the partner atelier (the "Atelier") has 72 hours to confirm your order. If confirmation does not arrive within that window, the order is automatically cancelled and the full amount you paid (services plus delivery) is refunded to the original payment method, without any action required from you. You will receive an email confirmation and an in-app notification when the refund is initiated.

3. Cancellation before pickup

You may cancel at any time before the courier collects your shoes, from the app or by writing to [email protected]. You get a full refund, including the delivery fee. If you cancel less than 60 minutes before a confirmed pickup window and the courier is already dispatched, a small dispatch fee of [PLACEHOLDER: dispatch fee amount, e.g., 10 RON] may apply; we will tell you before charging it.

4. Cancellation after pickup

Once the Atelier has received the shoes and started work, cancellation is treated as withdrawal during performance. You are entitled to a refund prorated to work not yet performed, as required by Art. 14(3) of OUG 34/2014: the Atelier may charge a proportionate amount for services already provided up to the moment we receive your cancellation request, calculated against the total contract price. The Atelier provides a short itemised breakdown; you may dispute it through support, where we mediate as described in Section 7.

5. Price-change refusal

After inspecting the shoes, the Atelier may propose a price change (for example, if hidden damage is discovered). You receive a notification with photos and a written explanation. You may accept (and we charge only the difference) or decline. If you decline, the order is cancelled and the full amount is refunded, less any inspection fee disclosed before pickup. The Atelier returns the shoes via the same courier at no further cost to you.

6. Damage or loss

Every pair is photographed before the work begins and after it ends. If your shoes are damaged or lost during pickup, work, or return, please contact [email protected] within 7 days of delivery (or expected delivery, if the shoes do not arrive). We will acknowledge your claim within 2 business days, request the evidence we need (photos, proof of value where appropriate), and propose a resolution within 10 business days. Insurance covers the lesser of fair market value and 5,000 RON per order. Where the loss or damage is attributable to the courier or the Atelier, we coordinate the claim on your behalf so you do not have to chase multiple parties.

7. Quality complaints

If the result does not match the description of the service in the app or generally accepted quality standards for the type of work performed, you may request, in this order: (a) a re-do of the work by the same or another partner Atelier, free of charge; or (b) where a re-do is not reasonably possible or has failed, a partial or full refund proportionate to the defect. Submit the complaint within 14 days of delivery via [email protected] with photos. We mediate within 10 business days. This does not limit your rights under Law no. 449/2003 on the sale of consumer goods or under the Romanian Civil Code on services contracts.

8. Right of withdrawal (14 days) and its limits for services

Under OUG 34/2014, you generally have a 14-day right of withdrawal from distance contracts. To exercise it, send an unambiguous statement to [email protected] (the model withdrawal form in the Annex to OUG 34/2014 may be used). Two important limits apply:

• Under Art. 16 lit. a) of OUG 34/2014, the right of withdrawal ends once the service is fully performed, provided performance began with your prior express consent and acknowledgement of losing the right. By confirming a pickup window inside the 14-day window, you provide that consent.
• If you withdraw while performance is in progress, you owe the Atelier the proportionate amount for services already provided up to the moment of withdrawal (Art. 14(3) OUG 34/2014).

9. Refund method and timing

Refunds are issued to the original payment method used for the order. Stripe initiates the refund as soon as our system processes the cancellation, usually within 1 business day. The funds typically appear on your card within 5–10 business days, depending on your bank. You can find the Stripe refund reference in the email we send when the refund is initiated. If you do not see the refund after 10 business days, contact [email protected] with the reference and we will investigate.

10. ANPC mediation and EU ODR

If we cannot resolve a complaint to your satisfaction, you may turn to the National Authority for Consumer Protection (ANPC, anpc.ro) or to a Romanian alternative dispute resolution entity recognised by ANPC under Law no. 192/2006 on mediation. EU consumers may also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr. These channels are optional; you retain the right to go to court.

11. Contact

Refund requests and questions: [email protected]. Please include your order ID and a short description of the issue.

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Imprint

Last updated: 15 May 2026 · Legal information about the operator of laverro.com

1. Company

Laverro SRL
Registered office: [PLACEHOLDER: full registered office address, e.g., Str. Exemplu nr. 1, et. 2, ap. 3, Sector 1, București, România]
Trade Register: J40/[PLACEHOLDER: registration number]/2026
Sole registration code (CUI): [PLACEHOLDER: e.g., RO12345678]
VAT status: [PLACEHOLDER: VAT-registered / not yet VAT-registered, per ANAF]
Share capital (subscribed and paid up): [PLACEHOLDER: amount] RON
EUID: [PLACEHOLDER: European Unique Identifier, if assigned]
Bank: [PLACEHOLDER: bank name and IBAN]

2. Authorised representative

Administrator / legal representative: [PLACEHOLDER: full name and role of the administrator empowered to represent Laverro SRL]. The company is represented in legal acts and dealings with public authorities by its administrator, in accordance with the articles of association.

3. Contact

General inquiries: [email protected]
Privacy and data protection: [email protected]
Phone: [PLACEHOLDER: customer support phone number, working hours]
Post: addressed to the registered office above.

4. Hosting and infrastructure

The laverro.com website and the Laverro applications are hosted and delivered using the following providers:

• Microsoft Azure Static Web Apps (EU regions) — operated by Microsoft Ireland Operations Limited, One Microsoft Place, South County Business Park, Leopardstown, Dublin 18, Ireland.
• Cloudflare, Inc. — CDN, DNS, and security. 101 Townsend Street, San Francisco, CA 94107, USA. Data transfers covered by Standard Contractual Clauses.
• Supabase, Inc. — authentication, database, file storage; EU region (Frankfurt). 970 Toa Payoh North #07-04, Singapore 318992.
• Stripe Payments Europe Limited — payment processing. 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, D02 H210, Ireland.
• Transactional email: [PLACEHOLDER: email service provider, e.g., Resend, Postmark, SendGrid] (EU region where available).

5. Insurance

Each order is covered by insurance up to the lesser of fair market value and 5,000 RON, across both legs of transport and the atelier's custody. Insurer: [PLACEHOLDER: insurer name, headquarters, and policy number]. Partner ateliers maintain their own civil liability insurance as required by Laverro's onboarding criteria.

6. Regulatory and supervisory authorities

The activity of Laverro SRL is subject to oversight by the following authorities, where applicable:

• National Authority for Consumer Protection (ANPC) — B-dul Aviatorilor nr. 72, Sector 1, București. Web: anpc.ro.
• National Supervisory Authority for Personal Data Processing (ANSPDCP) — B-dul G-ral. Gheorghe Magheru 28-30, Sector 1, 010336 București. Web: dataprotection.ro.
• EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr.
• National Office of the Trade Register (ONRC): onrc.ro.

7. Trade Register entries and CAEN codes

Principal CAEN code: [PLACEHOLDER: principal CAEN code and description, e.g., 6311 — Data processing, hosting and related activities, or 9609 — Other personal service activities n.e.c.]. Secondary CAEN codes: [PLACEHOLDER: list of secondary CAEN codes]. The most recent version of our Trade Register file is available at onrc.ro by querying the CUI shown in Section 1.

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Delete Your Account

Last updated: 17 May 2026

1. How to request account deletion

To request the deletion of your Laverro account and associated personal data, send an email to [email protected] with the subject line "Account Deletion Request" and include the email address associated with your account. We may ask you to verify your identity before proceeding.

We will process your request within 30 days and confirm deletion by email.

2. What gets deleted

• Account data — your name, email address, phone number, and authentication credentials (Google / Apple identifiers) are permanently deleted.
• Profile and preferences — language preference, marketing consent records, and saved addresses are deleted.
• Before/after photos — shoe photos associated with your orders are deleted within 24 months of final delivery, or sooner upon request if no dispute is pending.

3. What we retain and why

Certain data must be kept for legal and regulatory reasons even after account deletion:

• Order records and fiscal invoices — retained for 10 years from the end of the financial year, as required by Romanian Codul Fiscal and Legea contabilității nr. 82/1991. This includes order amounts, service descriptions, and billing details necessary for tax compliance.
• Payment records — Stripe payment intent IDs, last four digits, card brand, and payment status are retained for the same 10-year tax period. Laverro never stores full card numbers.
• Support communications — retained for 3 years from the last interaction, to defend legal claims.
• Fraud and security logs — retained for 12 months.

4. Contact

Questions about account deletion or your data rights: [email protected]. See also our Privacy Policy for full details on your rights under GDPR.