Terms and Conditions

1. About Roll Master

Welcome to roll-master.ro (the “Website”). Roll Master is a restaurant chain operating in several cities across Romania. Each city is served by a specific company within the Roll Master network, which acts as your contractual partner and processes your order.

By using the Website and placing an order, you confirm that you have read and accepted these Terms and Conditions.

Companies in the Roll Master network

2. Definitions

“Customer” – any natural person with full legal capacity or legal entity placing an order on the Website or through the Roll Master mobile app.

“Order” – a product request made by the Customer on the Website, completed upon payment or selection of a payment method.

“Products” – the food and beverages available on the Roll Master menu.

“Contract” – the distance contract between the Customer and the Roll Master network company operating in the delivery city, in accordance with GEO 34/2014.

3. How ordering works

Orders are placed on the Website or through the Roll Master mobile app. An active user account is required.

The contract is considered concluded when you finalise your order on the Website (by pressing the confirmation button and completing payment or selecting a payment method).

The minimum order value is 50 RON but may vary by city. The exact amount is shown when you place your order.

If a product becomes unavailable after the order has been confirmed, Roll Master will contact the Customer to offer a similar product or to partially/fully cancel the order and refund the corresponding amount.

4. Right of withdrawal

Under Article 16(d) of GEO 34/2014, the right of withdrawal does not apply to food products that may deteriorate or expire quickly. However, Roll Master allows you to cancel your order at any time – even after preparation has started – through the chatbot on the Website (see Section 8).

This does not limit your right to file complaints about product quality (Section 9).

5. Prices and payment

All prices on the Website include VAT and may change without prior notice. Changes do not affect orders already placed.

You can pay by:

• Online – by bank card, exclusively on the Website, at the time of ordering;
• Card at POS – in-restaurant only;
• Cash – in-restaurant and upon delivery (cash on delivery availability may vary by city).

6. Invoicing

Roll Master issues a fiscal receipt for every order. If you need a fiscal invoice, you can request one separately. To receive it electronically, please provide a valid e-mail address at the time of your request.

7. Delivery

Estimated delivery time is 40–80 minutes. During busy periods or special circumstances (bad weather, high demand), delivery may take longer.

Delivery zones and hours may vary by city and time of day. Up-to-date information is displayed on the Website when you place your order.

Please provide a correct delivery address and a valid phone number. Roll Master is not responsible if delivery cannot be completed due to incorrect or incomplete information.

8. Order cancellation

You can cancel your order through the chatbot on the Website.

If you paid online and the cancellation is accepted, the amount will be refunded via the same payment method within 14 days.

9. Complaints and returns

If the delivered products do not meet quality standards (damaged product, bad smell, destroyed packaging, etc.), you can file a complaint within 24 hours of delivery. Contact us through the Website or at dpo@master-roll.ro. Complaints cannot be submitted through the mobile app.

The 24-hour window is recommended to make quality checks easier. It does not limit your statutory rights.

For valid complaints, you can choose between:

• Product replacement – a new product delivered at no extra cost;
• Refund – the amount paid returned via the same payment method, within 14 days of the complaint being accepted.

We may ask for photos or other evidence to resolve your complaint. We respond to all complaints within 5 business days.

10. Allergen information

Roll Master products may contain allergens (per EU Regulation 1169/2011): fish, crustaceans, molluscs, soy, sesame, gluten, eggs, milk, celery, mustard, peanuts, and others. Detailed information is available on the Website next to each product. We recommend checking the ingredients list before ordering. For additional questions, you can use the chatbot on the Website.

11. Force majeure

Neither party is liable for failure to fulfil obligations caused by a force majeure event (as defined by the Civil Code). The affected party must notify the other within 5 days and take all possible measures to limit the consequences.

12. Intellectual property

All Website content (text, images, design, logo, menu, product names) is the property of Roll Master and protected by copyright law. Copying or distributing content without written consent is prohibited.

13. Liability

We make every effort to ensure the accuracy of information on the Website but do not guarantee uninterrupted operation. We are not liable for damages arising from use of the Website, except in cases of proven fault.

Product images are for illustration purposes and may differ slightly from the actual product.

14. Personal data protection

Your personal data is processed in accordance with our Privacy Policy and Regulation (EU) 2016/679 (GDPR).

15. Dispute resolution

In the event of a dispute, you may contact:

• ANPC (National Authority for Consumer Protection) – anpc.ro;
• ODR Platform (Online Dispute Resolution) – ec.europa.eu/consumers/odr.

16. Changes

We reserve the right to update these Terms and Conditions at any time. The latest version will be published on the Website. Continued use of the Website after changes are published constitutes acceptance.

17. Governing law

These Terms and Conditions are governed by Romanian law. Any disputes shall be resolved by the competent courts in Romania.

18. Contact

For questions about these Terms and Conditions, write to us at dpo@master-roll.ro.