Cancellation and refunds

1. Cancelling the order within 14 days

An order may be cancelled within 14 days of the date of purchase, without giving any reason and at no cost, provided that none of the tickets in the order has been used.

Cancellation applies to the whole order. After the date printed on the tickets, the order can no longer be cancelled; however, a request submitted in time is dealt with even if the refund is made after that date.

This option corresponds to the right of withdrawal provided for by Government Emergency Ordinance No 34/2014, and the “Cancel your order here” page is the online means of exercising that right provided for in art. 11¹ of the same Ordinance. The deadline is met if the request is submitted before the 14-day period has expired.

2. Submitting the request

Online, from the Cancel your order here page, which can be reached from the footer of every page of the website and from the email containing the tickets. The customer enters their name, the email address used for the order and the order code, checks the details and submits the request. An acknowledgement of receipt, showing the date and time of submission, is sent immediately by email.

By email to office@perlainvest.ro, stating the name and the order code, optionally using the model in section 7.

3. Used tickets

When placing the order, the customer requests that the tickets be usable immediately, before the 14-day period has expired, and acknowledges that, once a ticket has been used, the order can no longer be cancelled.

A ticket is deemed to have been used from its first scan at a station. An order of which at least one ticket has been used can no longer be cancelled.

Once a cancellation request has been submitted, the tickets in the order must no longer be used. If a ticket is scanned after the request has been submitted, the request can no longer be approved.

4. Refund

The full amount paid for the order is refunded to the card used for payment within 14 days of receipt of the request at the latest, at no cost to the customer. The amount usually appears in the account within a few working days, depending on the bank that issued the card.

The tickets in a cancelled order can no longer be used. The customer receives confirmation of the refund and the credit note by email.

5. Periods when the cable car is not operating

If the cable car is stopped for inspection or maintenance, because of weather conditions or because of a power cut, tickets remain valid until the date printed on them.

In these situations, the customer may request cancellation of the order at any time during the period of validity of the tickets, even if more than 14 days have passed since purchase, provided that no ticket has been used. The request is submitted from the Cancel your order here page or by email to office@perlainvest.ro, and the refund is made in accordance with section 4.

6. Payments collected in error and unpaid orders

If the same order has been paid twice, or an amount has been collected without the tickets being issued, the amount collected in error is refunded in full within 14 days of the error being identified at the latest. Such situations should be reported to office@perlainvest.ro.

Orders not paid within 30 minutes of being placed are cancelled automatically, without any amount being collected.

7. Model withdrawal form

The request may also be sent by email using the model below (Annex 1, Part B to Government Emergency Ordinance No 34/2014, which transposes Directive 2011/83/EU). Use of the model is not mandatory.

• To PERLA INVEST SRL, Str. Gării nr. 7, Piatra Neamț, jud. Neamț, email office@perlainvest.ro
• I hereby give notice that I withdraw from my contract for the provision of the following service, the tickets in order: [order code]
• Ordered on: [order date]
• Name of consumer: [full name]
• Email address used for the order: [email address]
• Date: [date of request]