Order Delivery Policy
Last update: 21.02.2026
This Order Delivery Policy explains how the services purchased/booked through the website are provided (“delivered”). theriver.ro for The River ChaletIn the context of tourism services, “delivery” represents confirmation of the reservation and provision of the accommodation service, not the delivery of a physical product.
The River Chalet mainly offers:
full rental of the property (not on individual rooms), according to the description on the website and the contract;
associated services upon request (e.g. breakfast/meals, cleaning, amenities), as applicable, according to the offer/contract.
A reservation request can be initiated by:
filling out the online reservation form;
request via email/telephone/other contact channels displayed on the website.
After submitting your request, you will receive a response with availability, conditions, and confirmation steps.
A booking request does not automatically represent a confirmed booking.
The reservation is considered confirmed/accepted only after the following conditions are cumulatively met:
written confirmation from us (email and/or written message), and
payment of the advance / agreed amount (if applicable), and/or
signing the contract (if applicable).
We reserve the right to refuse a request in situations such as lack of availability, incomplete data, suspicion of fraud, or non-acceptance of the conditions.
Typically, confirmation of the request is sent within [24–48] business hours.
During busy periods or on non-working days, confirmation may take longer, in which case we will inform you.
After confirming your reservation, you will receive, as appropriate:
reservation confirmation (email/message);
payment details (advance/difference), invoice/proforma (if applicable);
the rental agreement or contractual conditions;
check-in/check-out instructions and relevant rules;
details about additional services requested (e.g. meals, facilities).
Communication is usually done through:
email (main),
phone/WhatsApp (support),
other channels indicated in the booking confirmation.
It is the customer's responsibility to provide correct contact details and to check their inbox, including the Spam/Promotions folder.
Check-in and check-out times are mutually agreed upon prior to arrival, depending on availability and logistics. Final details will be communicated in the confirmation/contract.
In the event of exceptional circumstances (breakdowns, urgent maintenance, force majeure events), we may modify or reschedule the delivery of the service, with prior notice. In such situations, the provisions of the Cancellation Policy and the contract apply.
For questions regarding service delivery/reservation confirmation:
Email: chalet@theriver.ro / office@xuxinvestment.ro
Phone: +40 767 803 255
Order Cancellation Policy
Last update: 21.02.2026
This policy sets out how a reservation (“order”) for The River Chalet may be canceled or modified and the rules applicable to the amounts paid (advance payment/full payment).
Cancelling or changing a reservation is done only in writing, by email to: chalet@theriver.ro.
In the email, please be sure to mention:
Reservation number / Order ID
Name and surname
Phone
Reservation period (check-in / check-out)
Your request: cancellation or modification
Dacă soliciți refund of an amount, please also include:
IBAN / bank account in which you want the amount to be refunded (if the refund cannot be made to the card used for payment).
Date of cancellation is the date we receive the written notification by email.
Accommodation services are services provided for a specific date/perioda specific date/period the 14-day right of withdrawal does not apply (according to GEO 34/2014 – accommodation services/accommodations with a fixed date).
In case of cancellation by the customer, penalties may apply according to the agreed conditions and/or the contract. Usually:
Cancellation less than 20 days before check-in: is restrained 30% of the total value (compensation).
Cancellation less than 10 days before check-in or no-show: is restrained 100% from the total value.
(If there are any differences between this summary and the signed contract, the contract shall prevail.)
If, following cancellation, amounts remain to be returned, the refund will be made as follows:
through the same payment method (card / transfer), where possible;
within an estimated time of 5–14 business days from the written confirmation of the reimbursement and the provision of the necessary data (e.g. IBAN, if applicable).
The final deadline may depend on the processing times of the issuing bank/processor.
Email: chalet@theriver.ro
Phone: +40 767 803 255
