Dispute Resolution

Step 1: contact us directly

Send your complaint to office@menivo.io or via WhatsApp at +40 770 322 147. To help us respond quickly, please include:

• the email address you registered with;
• the restaurant name on the account;
• a description of the problem and when it started;
• screenshots, if relevant;
• the outcome you are seeking (technical fix, refund, cancellation).

We acknowledge receipt within 2 business days and provide a substantive reply within 30 days of the complaint being registered.

Step 2: National Authority for Consumer Protection (ANPC)

If you are a consumer and are not satisfied with our reply, you may contact the Romanian consumer protection authority.

Step 3: alternative dispute resolution (ADR)

Under Romanian Government Ordinance no. 38/2015, as an alternative to court proceedings you may use the alternative dispute resolution mechanism for consumer-trader disputes, managed by the ADR Directorate within ANPC.

The procedure is free or low-cost for the consumer and is conducted online or by correspondence. Details and the referral form: anpc.ro/ce-este-sal.

For transparency: we are not currently required by law, nor have we contractually undertaken, to use a specific ADR entity, but we consider any referral received through this route in good faith.

Step 4: the European Commission ODR platform

For online disputes, the European Commission has made available to EU consumers the online dispute resolution (ODR) platform:

ec.europa.eu/consumers/odr

You can start a procedure by giving our email address: office@menivo.io.

Complaints about personal data

Complaints regarding the processing of personal data follow a separate route. Please write to us first at office@menivo.io; if our reply does not satisfy you, you may contact the supervisory authority:

See also our Privacy Policy for a detailed description of your rights.

Courts

You always have the right to go directly to the competent courts, without first following the steps above. The agreement is governed by Romanian law.

If you are a consumer, you may bring proceedings before the court of your place of residence. In relations with business customers, jurisdiction lies with the courts at our registered office in Brașov County.

Business customers

The ANPC, ADR and ODR routes are reserved for consumers who are natural persons. If you use Menivo as a professional — restaurant, bar, café, sole trader or company — disputes are settled amicably or, failing agreement, by the courts having jurisdiction under our Terms and Conditions.

We remain available for informal mediation at any time: we are far more interested in fixing the problem than in winning a dispute.