Returns and cancellation

Who this applies to

This policy addresses consumers — natural persons buying outside their commercial or professional activity. For clinics, practices and other companies the consumer withdrawal rights do not apply; the contractual terms agreed between the parties when the subscription was signed apply instead.

PlusPuncte top-ups — 30 days

We give you 30 calendar days from the payment date to request a refund of a PlusPuncte top-up — more than the 14-day legal minimum. The only condition is that no point from that transaction has been spent. The refund goes back to the card used for payment, at no extra cost to you, within 14 days of the date we receive your withdrawal request at the latest.

Spent points are not refundable

If you have used points for a consultation and the consultation has taken place, the service has been performed in full and the corresponding amount can no longer be refunded. This is the exception in art. 16 letter a) of Emergency Ordinance 34/2014 for services performed in full whose performance began at the consumer’s express request: by using your points for a consultation you request that performance begin and acknowledge that, once the service has been performed, it can no longer be returned.

Online consultations

Consultations are paid for with PlusPuncte, and refunds are likewise returned as points to your wallet.

• If the doctor does not attend the scheduled consultation, your points are refunded automatically and in full.
• If you receive no answer to a text consult within 48 hours of payment, your points are refunded automatically.
• If you cancel a consultation before it begins, your points are refunded in full. To cancel, write to contact@plusmedical.ro.
• Once the consultation has begun, the service has been performed and can no longer be refunded.
• If you do not attend a scheduled consultation, your points are refunded in full to your wallet.

Clinic subscriptions

The platform subscription is contracted between professionals. Cancellation, notice periods and any refunds follow the contractual terms agreed between the parties, not the consumer return policy. The 30-day trial is free and requires no card.

How to request a refund

Send an email to contact@plusmedical.ro with your name, the email address of your account, the date and amount of the transaction and, optionally, the reason. You may also use the model form below, but you are not required to. We confirm receipt of the request, and the refund is made within 14 days of the date we received it at the latest.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract.

• To: 2Lines Sistem S.R.L., Str. Fizicienilor nr. 19, Măgurele, Ilfov county, 077125, Romania — contact@plusmedical.ro, +40 739 349 008
• I hereby give notice of my withdrawal from the contract for the following service: …
• Ordered on: …
• Consumer’s name: …
• Consumer’s address: …
• Email address of the PlusMedical account: …
• Date: …

Dispute resolution

If we cannot reach a solution, you may contact the Romanian National Authority for Consumer Protection (ANPC) or use the alternative dispute resolution procedure. The European ODR platform is no longer available — it was shut down on 20 July 2025.

• ANPC — anpc.ro (opens in a new tab)
• Alternative dispute resolution (SAL) (opens in a new tab)