Returns & Refund Policy

1. Introduction and scope

This Returns Policy sets out the terms on which SMART HYDRO FARM SRL (referred to below as "CityFarm", "we" or "the seller"), owner of the CityFarm trademark, receives and resolves complaints about products delivered to its customers (referred to below as "you" or "the customer") within the Republic of Moldova.

The policy applies to all fresh food products sold under the CityFarm brand - greens, microgreens and herbs - distributed through our home-delivery subscription service or through one-off orders placed on cityfarm.md. It covers both single deliveries and recurring deliveries under an active subscription.

Any hardware products (growing equipment, Growly devices or other durable goods later sold under the CityFarm brand) are governed by separate warranty and return terms, communicated at the time of that purchase. If you're not sure which category a product falls into, please contact us before filing a complaint.

2. Nature of the products: perishable goods

CityFarm products are fresh food goods, perishable by nature. Greens, microgreens and herbs are living products, harvested shortly before delivery, and they quickly lose their freshness, sensory qualities and consumption value unless stored properly and eaten soon after delivery.

Under Law No. 105/2003 on consumer protection and the rules applicable to distance contracts, the no-reason right of withdrawal for distance contracts does NOT apply to fresh, perishable, short-shelf-life food delivered chilled or alive - a category that fully covers CityFarm greens, microgreens and herbs. This exclusion concerns only "change-of-mind" returns; it does NOT restrict in any way your right to remedies for products that are non-conforming, damaged, wrongly delivered or that fail food-safety requirements - those rights are set out in full below.

3. Situations that qualify for replacement or refund

You're entitled to a replacement, account credit or a monetary refund in the following objective, properly substantiated situations:

• (a) Product damaged or spoiled on delivery - the product shows visible physical damage, spoilage, mold, advanced wilting or other signs of degradation present at handover that make it unfit to eat.
• (b) Wrong product delivered - you received a different product than the one ordered, a different quantity, or the box delivered doesn't match the composition confirmed when you placed the order.
• (c) Delivery missed through our fault - the order didn't reach you on the confirmed date and time window, and the cause is neither attributable to you (for example, no one at the address without notice, an incorrect address provided by the customer) nor a documented case of force majeure.
• (d) Justified quality or conformity complaint - the product, even if apparently intact at handover, doesn't match the description published on cityfarm.md, the quality standards we've communicated, or legal food-safety requirements.

Because the products are perishable, we don't accept change-of-mind returns - that is, returning products you received conforming, undamaged and as described, but no longer wish to eat. This type of return doesn't apply to fresh food with a short shelf life.

4. Complaint window

• Recommended reporting window: 24 hours from delivery for damage, spoilage or quality issues; immediately or the same day for wrong or missing products.

The 24-hour recommendation reflects the perishable nature of the products and lets us verify quickly. It doesn't shorten the statutory 14-day period from discovering a hidden non-conformity, provided for by the applicable legislation. For hidden non-conformities (for example, contamination not evident at delivery, discovered later when eating or through testing), the complaint window is 14 days from discovery.

Photos submitted in support of a complaint should, where possible, include CityFarm identifiers (the box label with the order number, the original packaging). Original EXIF data (timestamp, location, when available) helps us verify quickly. These requirements aren't conditions for a complaint to be admissible, but they speed up its resolution.

5. How to file a complaint

You can file a complaint through either of the following channels:

• Email: info@cityfarm.md
• Phone: 069 191 109

So we can process your complaint quickly, please include:

• your order number (you'll find it in the confirmation email);
• the name and contact details you used when placing the order;
• the delivery date and time window;
• a clear description of the problem;
• photos of the product - strongly recommended to speed up resolution, especially for complaints of types (a) and (d) described in section 3. Photos should be clear, show the product in its original packaging and, ideally, include the label with the order number.

Missing photos don't prevent us from reviewing your complaint. Without them, we may use any other admissible evidence - a detailed description, the product kept for inspection, witnesses, medical documents, remaining packaging - to verify the non-conformity. For complaints of significant value or a repeated nature, we reserve the right to ask for the product to be physically returned for inspection before issuing a refund.

6. Processing your complaint

Once your complaint reaches us, you'll receive:

• an initial reply within 3 business days of receiving the complete complaint (with all required information and photos), confirming receipt and outlining the next steps;
• a final resolution within a maximum of 14 calendar days of receiving the complete complaint, stating our reasoned decision and the proposed remedy.

All communication happens in writing, by email - to the address you sent the complaint from or the one linked to your CityFarm account. The written format keeps the process traceable and protects both sides. At your request, we can supplement the written exchange with clarification calls.

For complex complaints that require extra checks (for example, lab testing or coordination with courier providers), we'll inform you in writing of the extension and its reason - without exceeding the applicable legal deadlines.

7. Remedies

Remedies - your choice. If your complaint is justified, you're free to choose one of the following remedies:

• (a) replacement of the product with your next scheduled delivery or through a special delivery;
• (b) credit on your CityFarm account, usable for future deliveries;
• (c) a monetary refund to the original payment method, as per section 8.

For fresh food, replacement and refund are the primary remedies; repair doesn't apply by the nature of the product. The choice is entirely yours, under Law No. 105/2003. We'll lay out the options transparently, without pushing any of them.

8. Refund timeline

If you opt for a monetary refund, we issue it within a maximum of 14 calendar days from the date CityFarm accepted your refund request in writing.

Refunds go to the original payment method, as follows:

• payments made by bank card via maib - refunded to the same card;
• payments made via MIA QR - refunded to the bank account linked to the original payment;
• payments made in cash on delivery (COD) - refunded by bank transfer to the account you indicate, based on bank details provided in writing (account holder, IBAN, beneficiary bank). In these cases, please send your bank details through the official email channel, so your details stay secure.

The 14 days are our processing time; if bank-side delays add to it, let us know and we'll follow up with maib until it's resolved. If the refunded amount hasn't reached your account within a maximum of 21 calendar days of the payment order being initiated, please contact us - we'll actively help clarify and, if needed, reissue the payment.

9. Subscriptions: pausing, canceling, unused periods

Pausing. You can pause your subscription from your account, penalty-free, at any time. A pause lasts a minimum of one week and a maximum of 3 consecutive months. When the pause ends, the billing cycle resumes automatically, starting with the first delivery scheduled after it. The total accumulated duration of pauses can't exceed 6 months in any rolling 12-month period. Beyond that, the subscription closes automatically and can later be reactivated at the commercial terms current at that time.

Canceling. You can cancel your subscription from your account at any time, with no penalties and no explanation needed. Cancellation takes effect from the next billing cycle not yet started; boxes already confirmed and paid for in the current cycle are delivered as scheduled.

Unused periods. If you cancel midway through a cycle already charged, the remaining deliveries in that cycle are honored to its end. We do NOT issue pro-rata refunds for cycles already charged, except in cases of a justified complaint under sections 3–7 above (non-conforming product, delivery missed through our fault, etc.).

Changing plans. You can switch plans (Fresh ↔ Family) or delivery frequency at any time, from your account. The change applies from the next billing cycle; the current cycle stays unaffected.

Alternative cancellation channel. If the "1-click cancel" feature isn't available in your account when you need it, you can cancel by writing to info@cityfarm.md, stating the email address linked to your account and your order/subscription number. Whenever your account allows managing the subscription online, cancellation takes effect immediately upon confirmation in the account (or receipt of the email). The next billing cycle is not charged, regardless of when CityFarm administratively processes the request. If, for technical reasons, online cancellation is temporarily unavailable, you can cancel by email at info@cityfarm.md; in that case, the cancellation moment is the date we receive your email, and written confirmation follows within one business day.

Re-subscribing. Welcome rates, new-customer promotions and free/discounted first deliveries apply once per account, per household, per payment instrument and per phone number, for a minimum period of 12 months from last use. Re-subscribing within that period is at the standard price.

10. Automatic renewal

How it works. CityFarm subscriptions (Fresh, Family) renew automatically at the end of each cycle (weekly, or per your chosen plan), based on the payment token stored securely by our payment processor, maib. SMART HYDRO FARM SRL doesn't keep your full card details on its own servers.

Renewal notice. Before every scheduled charge, we send you an email notice at least 48 hours in advance, to the email address in your account - which you're responsible for keeping valid (including checking your spam folder). The notice includes the exact amount, the charge date and a direct link to the subscription management page. The dispatch confirmation generated by our system serves as proof that the notice obligation was met.

Penalty-free cancellation. You can cancel your subscription at any moment before the next charge, at no extra cost and with no explanation. Cancel from your account or by email, per section 9.

Card expiry or failed charge. If the payment token becomes invalid (expired card, insufficient funds, card blocked by the bank), we email you a secure link generated by maib to update your payment method. The subscription stays active for a grace period of 7 calendar days, during which we retry the charge. If you don't update the payment method within that window, the subscription pauses automatically, penalty-free, until the payment details are updated.

Price changes - active consent. Any change to the price of your active subscription is justified only by (i) documented variation in production/logistics costs, (ii) tax changes, or (iii) legislative changes. We notify you at least 30 days in advance by email, by a banner in your account and, optionally, by SMS. When the notice period ends, the subscription suspends automatically until you expressly confirm you accept the new price (with a click in your account or a reply email). Silence does not count as accepting a price increase. If you choose not to confirm, the subscription stays suspended penalty-free and can be resumed at any time at the price in force at resumption.

11. Exclusions

The following situations do not qualify for replacement, credit or refund:

• products eaten entirely or mostly without a complaint (with photos) filed beforehand within the 24-hour window;
• damage caused by improper storage after handover - for example, leaving the product in direct sun, not refrigerating it within a reasonable time, storing it at unsuitable temperatures, or damage from handling after delivery;
• complaints filed outside the windows set in section 4, without a documented objective justification;
• documented force majeure that affected the delivery beyond our control (natural disasters, restrictions imposed by authorities, prolonged infrastructure outages) - in these cases we will nonetheless propose, in good faith, a fair commercial solution where possible;
• objective abuse of the complaint procedure - situations established on the basis of concrete, documented evidence: (i) ≥3 upheld complaints for the same type of defect, from the same customer, within 90 consecutive days, without the product being returned for independent inspection; (ii) contradictory or staged photos, or photos of non-CityFarm products (no visible identifiers - label, packaging); (iii) false statements provable by other evidence; (iv) unjustified refusal to cooperate with the physical inspection of the product for complaints above the 200 MDL threshold. Any finding of abuse must be reasoned in writing and leaves you free to contest the decision under sections 12 and 13.

These exclusions don't apply where the non-conformity or damage results from a cause attributable to CityFarm or its delivery partners.

11A. Food safety and health-related complaints

If you suspect you've suffered a food-borne illness or food poisoning after eating CityFarm products, your health comes first. Please:

• see a doctor urgently and ask for medical documentation (consultation, tests, diagnosis);
• keep, where possible, the remaining product and its original packaging (in the fridge or freezer);
• notify us as soon as possible by writing to info@cityfarm.md.

Complaint window for food poisoning: a minimum of 30 days from the onset of the first symptoms. CityFarm will cooperate fully with the investigation, including by (i) commissioning lab testing of the remaining product at its own expense, (ii) coordinating with the competent health authorities (ANSA - the National Food Safety Agency) and (iii) reviewing its internal growing and packing records.

Liability for defective products is governed by the applicable product-liability legislation and by Law No. 105/2003, and cannot be limited by contract. The limitation of liability set out in the Terms doesn't apply to complaints of this nature.

11B. Chargebacks and disputed payments

Your rights under the international payment schemes (Visa, Mastercard) and with your card-issuing bank remain fully guaranteed. If you dispute a transaction through your bank (a chargeback):

• we encourage you to contact us first at info@cityfarm.md - in most cases we can resolve the issue quickly without the bank procedure;
• if you still choose the chargeback route, we'll follow the bank's procedure and provide, where relevant, the delivery evidence (pack-out photos, handover photo, transaction logs);
• a chargeback is not in itself considered abusive; it's considered abusive only if (i) the product was delivered conforming and accepted, (ii) there was no genuine ground for dispute, and (iii) this is proven with evidence.

For a chargeback proven abusive (for example, after a conforming delivery with photo evidence), we reserve the right to (i) immediately suspend the account and subscription, (ii) invoice the bank fees related to the dispute and the actual administrative costs, (iii) report the abuse to the payment schemes for their own measures.

12. Statutory rights

Nothing in this Returns Policy limits, excludes or restricts the rights guaranteed by Law No. 105/2003 on consumer protection and by other applicable legislation of the Republic of Moldova on distance selling, food safety and the seller's liability for non-conforming goods.

In case of conflict between a provision of this policy and a mandatory rule of consumer-protection legislation, the consumer's statutory rights prevail. The clauses of this policy are always interpreted in the sense most favorable to the consumer, in line with the general principles of consumer law.

13. External complaints

If you're not satisfied with how we resolved your complaint, you have the right to turn to the public market-surveillance and consumer-protection authority:

The State Inspectorate for the Supervision of Non-Food Products and Consumer Protection (ISSPNPC)
Official website: www.consumator.gov.md
Address: 78 Vasile Alecsandri St., MD-2012, Chișinău, Republic of Moldova
Official complaint form: available on the authority's website.

You also have the right to bring the dispute before the competent courts of the Republic of Moldova, under the applicable civil-procedure legislation. CityFarm, however, encourages the amicable settlement of any disagreement and commits to responding in good faith to any mediation proposal.

14. Company details

15. Changes and versioning

We reserve the right to amend this Returns Policy to keep it aligned with legislative developments, our operating practices or an expanded product range.

The version that applies to an order is the one published on cityfarm.md on the date that order was placed. For one-off orders, later changes to the policy don't affect the rights acquired at the time of the order.

For customers with an active subscription, we communicate any substantial change to the Returns Policy with a minimum 30 days' notice sent by email to the address linked to the account. During that period, you may end your subscription penalty-free if you don't accept the changes. For changes that reduce consumer rights (for example: shortening the complaint window, narrowing the remedies, changing the limitation of liability), continuing the subscription does not count as acceptance. When the 30-day notice expires, the subscription suspends automatically until your express acceptance (with a click in your account or by email). For changes neutral or favorable to the consumer, continuing the subscription after the notice counts as acceptance.

Every published version carries a visible effective date in the document header.