← ALL MARKETS

Capalo AI · Romania

English|Română

CONTACT INFORMATION

How to reach us

Company Capalo AI Power Romania S.R.L.
Email (Customer service) supply@capaloai.com
Phone (Customer service) +40 8006 30900
Mailing address Str. Polona 68-72, etaj 2, Sector 1, București

Send us a request

Supplier Portal
Privacy Policy
Privacy Policy

1. Introduction

In accordance with the EU regulations Capalo AI Oy (hereinafter referred to as ”Capalo AI Oy” and/or ”we” and/or ”us”) is responsible for the processing of your personal data. Looking after the personal data you share with us is a responsibility we don’t take lightly. We want you to be confident that your data is secure with us, and understand how we use it to offer you a better customer experience.

2. Data controller

Capalo AI Oy (Business ID: 3268277-1)

3. Contact details for matters related to the register

Email address: info@capaloai.com

Street address: Microkatu 1 M, 70210 Kuopio, FINLAND

4. The name of the register

Customer, partnership and marketing register.

5. The purpose and legal basis for the processing of personal data

We only process your personal data if this is permitted by an applicable legal regulation. The processing of your data is based on a contractual relationship between a customer/partner and Capalo AI Oy, or a separate consent for the processing of customer information. The goal for the register is to make services available to you, manage and improve our day-to-day operations, personalise your Capalo AI Oy experience as well as contact and interact with you.

6. Utilisation of cookies and similar techniques

A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server. Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies. We use cookies and similar technologies on our website to improve your customer experience. Users may, of course, choose not to accept cookies from our website.

7. Content of the register

The register may include, but is not limited to the following information:
Usage data [data about your use of our website and services]
Account data [may include your name and email address]
Profile data [your information included in your personal profile on our website]
Service data [your personal data that are provided in the course of the use of our services]
Publication data [information that you post for publication on our website or through our services]
Enquiry data [information contained in any enquiry you submit to us regarding goods and/or services]
Customer relationship data [information relating to our customer relationships, including customer contact information]
Transaction data [information relating to transactions, including purchases of goods and services, that you enter into with us and/or through our website]
Notification data [information that you provide to us for the purpose of subscribing to our email notifications and/or newsletters]
Correspondence data [information contained in or relating to any communication that you send to us]

8. Sources of information for the register

We collect information from you when you submit it to us, for example, when you request services or information from us. Registers are purchased for marketing purposes.

9. Disclosure information

Your personal data may be disclosed within the organisation of the data controller and its subsidiaries and sister companies and to our collaboration partners for the realisation of the purposes described herein. Otherwise, data is only disclosed to the extent permitted or required by law.

We may need to transfer your personal data outside of the European Economic Area (EEA) if it is necessary for the realisation of the service. In such cases, we will make sure that any transfer of your personal data is subject to appropriate protections as if it were being processed inside the EEA.

10. Data subject’s rights related to data processing

We know how important it is to protect and manage your personal data. You have the right to see the personal data we hold about you. Also, the data controller only collects and processes information that is necessary for its operations. Personal data that we process for any purpose or purposes shall not be kept for longer than is necessary for that purpose or those purposes.

  • Your principal rights under data protection law are:
  • the right to access;
  • the right to rectification;
  • the right to erasure;
  • the right to restrict processing;
  • the right to object to processing;
  • the right to data portability;
  • the right to complain to a supervisory authority; and
  • the right to withdraw consent.

11. Third-party websites and services

We are not responsible for the practices employed by websites, applications, or services linked to or from our site, including the information or content contained there. We recommend users check the privacy policies of any other websites they use.

12. Amendments

We may update this policy from time to time by publishing a new version on our website. You should check this page occasionally to ensure you are happy with any changes to this policy.

Complaints

  1. Submit. Use the form above, e-mail, phone or post (section 01). Complaints about an invoice must be submitted within 30 days of the invoice date.
  2. Register. We register every complaint with a unique number and date and send you that number through the channel you used.
  3. Investigate. We review the complaint and, where it concerns the network or metering, forward it to the distribution operator within 3 working days and pass its answer to you within 3 working days of receipt.
  4. Resolve. We answer in writing with the outcome and its legal basis. If the complaint is founded, we correct the situation and refund or compensate amounts due.
SUBJECT OF REQUEST OR COMPLAINT MAXIMUM ANSWER TIME
Supply offer 15 working days
Concluding or amending a contract 5 working days
Invoice 5 working days
Disconnection or limitation of supply 5 working days
Change of supplier 5 working days
Other requests 20 working days

ANRE framework procedure for handling complaints: ANRE Order No. 16/2015. If you are not satisfied with our answer, see section 04.

Dispute resolution

Before a contract is concluded. Send us a written request describing the disagreement, with supporting documents. We may ask for missing documents within 7 working days; you then have 5 working days to provide them. We hold a joint meeting within 20 working days of your request. If we agree, we conclude the contract within 5 working days. If not, we sign a record of disagreement and refer the file to ANRE within 30 working days of your request (ANRE Order No. 128/2020).

During the contract. We first try to settle the dispute amicably. Either party may send a written invitation to conciliation within 15 days of the dispute arising; a conciliation meeting is held within 15 days of the invitation. If conciliation fails, the dispute may be referred to ANRE within 30 days of the invitation (ANRE Order No. 61/2013).

Claims and questions may be submitted through the above form or to: supply@capaloai.com | +40 8006 30900 | Str. Polona 68-72, etaj 2, Sector 1, București.

Out-of-court dispute resolution: Romanian Energy Regulatory Authority (Autoritatea Națională de Reglementare în domeniul Energiei, ANRE) | Str. Constantin Nacu nr. 3, Sector 2, 020995 Bucharest | +40 21 327 81 00 | anre@anre.ro | www.anre.ro.

Disputes concerning invoices issued by an electricity supplier are examined under the Code of Civil Procedure (Codul de procedură civilă, Law No. 134/2010, republished in Monitorul Oficial, Part I, No. 247 of 10 April 2015).

Out-of-court consumer dispute resolution bodies are competent only in respect of consumers within the meaning of Government Ordinance No. 38/2015 on alternative dispute resolution between consumers and traders.

Compensation

If we miss an answer time in section 03, we pay compensation on our own initiative, without a request: 100 lei, plus 50 lei for each day of delay from the second day. Late forwarding of a reconnection request to the network operator: 12 lei per hour of delay. Call-centre waiting time over 8 minutes: 0.20 lei per minute (ANRE Order No. 83/2021).

Compensation is deducted from your next invoice or, at your choice, paid directly within 5 working days of receiving your payment details. Our answer states the amount and how it is paid.

Damage caused by a breach of the supply contract is compensated as set out in the contract. Damage caused by network faults is claimed from the distribution operator.

Changing supplier

An end user may change its electricity supplier or aggregator at any time, free of charge. The switch does not interrupt supply.

  1. Choose an offer, for example in the ANRE Comparator (section 09).
  2. Conclude a contract with the new supplier, on the POSF platform (posf.ro) or directly with the supplier.
  3. The new supplier notifies the current supplier and the network operator. Terminate the current contract under its terms.
  4. The network operator reads the meter (or you provide the reading) and the switch takes effect within 24 hours, or on a later date you choose.

Documents needed for the switch:

  • Company registration certificate (CUI) and ID of the legal representative or authorisation
  • Place-of-consumption code (POD) and address
  • Meter reading and date

Your rights and obligations

You have the right to: access the public grid and receive electricity under your contract; change supplier or aggregator; amend the contract when new circumstances arise; ask for faults and interruptions to be remedied; receive clear contract information and invoices; submit complaints and receive compensation under section 05; refer disputes to ANRE or the courts.

You must: comply with the supply contract; pay invoices by the due date; provide any financial guarantee agreed in the contract; notify us in writing within 30 days of changes to the data the contract is based on; not interfere with electrical installations or metering; compensate proven damage caused by your fault.

Basis: Law No. 123/2012 on electricity and natural gas, Art. 61–62; ANRE Order No. 5/2023.

Electricity label

Origin of the electricity supplied by Capalo AI Power Romania S.R.L. in 2025, with the national mix for comparison (ANRE Order No. 61/2016). Capalo AI supplies electricity from the Romanian grid mix, so its figures are the same as the national mix. Updated by 31 July each year; previous labels are kept for 3 years.

SOURCE CAPALO AI ROMANIA
Conventional sources, total 54.58% 54.58%
Coal 13.78% 13.78%
Nuclear 21.88% 21.88%
Natural gas 17.70% 17.70%
Fuel oil 0.01% 0.01%
Other conventional sources 1.21% 1.21%
Renewable sources, total 45.42% 45.42%
Hydro 25.04% 25.04%
Wind 12.67% 12.67%
Biomass 1.30% 1.30%
Solar 6.41% 6.41%
Other renewables 0.00% 0.00%
CO₂ emissions 170.01 g/kWh 170.01 g/kWh
Radioactive waste 0.005 g/kWh 0.005 g/kWh

Rules and useful links