VebboPay Logo
Back to VebboPay

Dispute Resolution

Last Updated: February 2026

Cibeeo Inc SRL

This Dispute Resolution Policy sets out the procedures and mechanisms available to you for resolving disputes, complaints, and claims arising from or relating to your use of the VebboPay platform and services provided by Cibeeo Inc SRL ("VebboPay," "we," "us," or "our"). We are committed to resolving disputes fairly, transparently, and efficiently in accordance with applicable EU and Romanian law.

1. Governing Law

These Terms of Service, this Dispute Resolution Policy, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of Romania, without regard to its conflict of law provisions. Where applicable, the mandatory provisions of European Union law, including but not limited to the Payment Services Directive 2 (PSD2), the General Data Protection Regulation (GDPR), the Consumer Rights Directive (2011/83/EU), and any other directly applicable EU regulations, shall take precedence.

Cibeeo Inc SRL is a company incorporated and registered under the laws of Romania, and our principal place of business is in Romania. The application of Romanian law reflects our establishment and the close connection between our Services and the Romanian legal framework.

2. Internal Complaint Handling Procedure

If you have a complaint about any aspect of the VebboPay Services, we encourage you to first contact us directly so that we can attempt to resolve the matter through our internal complaint handling procedure. We treat all complaints seriously and aim to resolve them promptly and fairly.

2.1 How to Submit a Complaint

You may submit a complaint through any of the following channels:

  • Email: Send your complaint to complaints@vebbopay.com
  • In-App: Use the "Submit a Complaint" feature in the Help & Support section of your VebboPay account
  • Written Correspondence: Send your complaint by post to: Cibeeo Inc SRL, Complaints Department, Romania

When submitting a complaint, please provide your full name, the email address associated with your account, a clear description of the issue, any relevant transaction references or dates, and the outcome you are seeking.

2.2 Acknowledgement

We will acknowledge receipt of your complaint within two (2) business days of receiving it. The acknowledgement will include a unique complaint reference number, the name or department handling your complaint, and the expected timeframe for resolution.

2.3 Resolution Timeframes

We are committed to resolving complaints within the following timeframes, in accordance with applicable regulatory requirements:

  • Payment-Related Complaints (PSD2): In accordance with the Payment Services Directive 2 (PSD2) and its transposition into Romanian law (Government Emergency Ordinance No. 113/2009, as amended), complaints relating to payment services, including unauthorised transactions, incorrectly executed payment transactions, and disputes regarding payment charges, will be resolved within fifteen (15) business days of receipt. In exceptional circumstances, where the complexity of the complaint requires additional time, we may extend this period to a maximum of thirty-five (35) business days, provided that we send you a holding response within the initial fifteen-day period explaining the reason for the delay and specifying the deadline by which you will receive a final response.
  • General Complaints: For all other complaints not related to payment services, we will endeavour to provide a final response within eight (8) weeks (approximately 56 calendar days) of receipt. If we are unable to resolve your complaint within this timeframe, we will write to you explaining the reason for the delay and indicating when we expect to provide a final response.

2.4 Final Response

Our final response to your complaint will include a summary of the complaint, the outcome of our investigation, any remedial actions we have taken or propose to take, and information about further recourse available to you if you are not satisfied with our response, including the right to refer the matter to an Alternative Dispute Resolution (ADR) body, a Financial Ombudsman, or the courts.

3. Alternative Dispute Resolution (ADR)

If you are not satisfied with the outcome of our internal complaint handling procedure, or if we have not provided a final response within the applicable timeframe, you may refer your complaint to an Alternative Dispute Resolution (ADR) entity. ADR provides a means of resolving disputes without the need for court proceedings, and is typically faster and less costly than litigation.

3.1 EU Online Dispute Resolution Platform

The European Commission provides an Online Dispute Resolution (ODR) platform, which enables consumers and traders in the EU to resolve disputes arising from online transactions without going to court. You can access the ODR platform at:

https://ec.europa.eu/consumers/odr

When submitting a complaint through the ODR platform, you will need to provide our email address: complaints@vebbopay.com. The ODR platform will forward your complaint to a certified ADR body in the relevant jurisdiction.

3.2 National ADR Bodies

In Romania, you may refer disputes relating to financial services to the Alternative Banking Dispute Resolution Center (CSALB — Centrul de Soluționare Alternativă a Litigiilor în domeniul Bancar), which provides mediation and conciliation services for disputes between consumers and financial institutions. More information is available at www.csalb.ro.

If you are located in another EU Member State, you may be entitled to refer your complaint to a certified ADR body in your country of residence. A list of certified ADR bodies is maintained by the European Commission and is available through the ODR platform.

4. Financial Ombudsman

Where applicable, and depending on the nature of your complaint and your jurisdiction of residence, you may have the right to refer your complaint to a Financial Ombudsman or equivalent financial dispute resolution body. In Romania, the National Authority for Consumer Protection (ANPC — Autoritatea Națională pentru Protecția Consumatorilor) oversees consumer disputes, including those involving financial services providers. Contact information:

Additionally, the National Bank of Romania (BNR) serves as the supervisory authority for payment institutions and may receive complaints relating to payment services. You may contact the BNR at www.bnr.ro.

If you are located in another EU Member State, you may have recourse to the Financial Ombudsman or equivalent body in your country of residence. We will provide you with the relevant contact details upon request.

5. Mediation Before Litigation

Before commencing any court proceedings, both parties agree to attempt in good faith to resolve the dispute through mediation. Mediation is a voluntary, non-binding process in which an independent mediator assists the parties in reaching a mutually acceptable resolution.

Mediation shall be conducted in accordance with the Romanian Mediation Law (Law No. 192/2006, as amended) or, where the consumer is located in another EU Member State, in accordance with the mediation rules of a certified ADR body in the consumer's country of residence. The language of mediation shall be English or Romanian, as agreed by the parties. The costs of mediation shall be shared equally between the parties, unless otherwise agreed or required by applicable law.

If the dispute is not resolved through mediation within sixty (60) calendar days of the appointment of the mediator (or such other period as the parties may agree), either party may proceed to commence court proceedings in accordance with Section 6 below.

6. Jurisdiction

Subject to the consumer protection exceptions described below, any dispute, claim, or controversy arising out of or relating to these Terms or the Services that is not resolved through the internal complaint handling procedure, ADR, or mediation, shall be subject to the exclusive jurisdiction of the competent courts of Romania.

6.1 Consumer Protection Exceptions (Brussels I Regulation)

In accordance with Regulation (EU) No 1215/2012 (the Brussels I Regulation, Recast), if you are a consumer (as defined under EU law, meaning a natural person acting for purposes outside your trade, business, craft, or profession), you may bring proceedings against Cibeeo Inc SRL either in the courts of Romania or in the courts of the EU Member State in which you are domiciled. Furthermore, proceedings against you as a consumer may be brought only in the courts of the EU Member State in which you are domiciled.

These consumer jurisdiction rules are mandatory and cannot be derogated from by agreement. Nothing in this Dispute Resolution Policy shall be construed as limiting your rights as a consumer under the Brussels I Regulation or any other applicable consumer protection legislation.

6.2 Business Users

If you are a business user (meaning you are using the VebboPay Services for purposes relating to your trade, business, craft, or profession), you irrevocably agree that the courts of Romania shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or the Services.

7. Class Action Waiver Limitations

To the maximum extent permitted by applicable law, you and Cibeeo Inc SRL agree that any dispute resolution proceedings will be conducted only on an individual basis and not in a class, consolidated, or representative action. However, we acknowledge that under EU law, including the Representative Actions Directive (Directive (EU) 2020/1828), qualified entities designated by EU Member States may bring representative actions on behalf of groups of consumers. Nothing in this Dispute Resolution Policy shall be construed as limiting the rights of such qualified entities to bring representative actions in accordance with applicable EU and national law.

Furthermore, certain EU Member States may have national laws that provide for collective redress mechanisms, and nothing in this policy purports to override such mandatory legal provisions. This class action waiver applies only to the extent that it is enforceable under the applicable law of the relevant jurisdiction.

8. Preservation of Rights

Nothing in this Dispute Resolution Policy shall affect your statutory rights as a consumer under the laws of your country of residence. Where any provision of this policy conflicts with a mandatory consumer protection law applicable in your jurisdiction, the mandatory law shall prevail. You always have the right to seek advice from your local consumer protection authority or legal adviser.

9. Contact

If you have any questions about this Dispute Resolution Policy or wish to submit a complaint, please contact us:

© 2026 Cibeeo Inc SRL, trading as VebboPay. All rights reserved.