I. SUBJECT MATTER

Art. 1. These General Terms and Conditions are intended to govern the relationship between “Pakyov” Ltd., UIC: 207271020, Sofia 1505, Slatina district, 3 “Il. Dragostinov” St., hereinafter referred to as the MERCHANT, and the customers, hereinafter referred to as USERS, of the online store “www.pakyov.com”, hereinafter referred to as the “ONLINE STORE”.

II. MERCHANT INFORMATION

Art. 2. Information pursuant to the Electronic Commerce Act and the Consumer Protection Act:

1. Name of the Merchant: “Pakyov” Ltd.

2. Registered office and management address: Sofia, 3 “Il. Dragostinov” St.

3. Place of business — online

4. Contact details: [email protected]

5. Entry in public registers: UIC 207271020

6. Supervisory authorities:

(1) Commission for Personal Data Protection
Address: Sofia 1592, 2 “Prof. Tsvetan Lazarov” Blvd., tel.: (02) 940 20 46, fax: (02) 940 36 40
Email: [email protected], [email protected] — Website: www.cpdp.bg

(2) Commission for Consumer Protection
Address: 1000 Sofia, 4A “Slaveykov” Sq., floors 3, 4 and 6, tel.: 02/980 25 24, fax: 02/988 42 18, hotline: 0700 111 22
Website: www.kzp.bg

III. CHARACTERISTICS OF THE ONLINE STORE

Art. 3. The Online Store is accessible at www.pakyov.com, through which Users may enter into purchase and delivery contracts for the offered goods, including the following:

1. Register and create a profile for browsing the ONLINE STORE and using additional information services;

2. Make electronic statements in connection with the conclusion or performance of contracts with the ONLINE STORE through the website interface;

3. Enter into purchase and delivery contracts for goods offered by the ONLINE STORE;

4. Make any payments related to concluded contracts, in accordance with the payment methods supported by the ONLINE STORE;

5. Receive information about new goods offered by the ONLINE STORE;

6. Browse goods, their characteristics, prices and delivery terms;

7. Be notified of rights arising from the law, primarily through the ONLINE STORE website interface;

8. Exercise the right of withdrawal from distance contracts, for goods to which the right of withdrawal applies;

9. Purchase tickets for entertainment, sports and other organised events (hereinafter “events”).

10. The website www.pakyov.com publishes key information about each individual event — a short description, date, time and venue.

11. Tickets entitle the holder to attend the respective Event.

12. 30 (thirty) day guarantee on all goods.
You are entitled to a 30-day guarantee regardless of whether you purchased the goods online, in a physical store or by mail order. If goods you have purchased turn out to be defective or do not function as described in the advertisement, the seller will repair or replace them free of charge, refund your money or offer a discount on another product. A full or partial refund may only be requested where repair or replacement is not possible.

13. 14 (fourteen) day right of withdrawal.
You have the right to return purchases made online or through another distance selling method within 14 days and receive a full refund. You may do so for any reason, even if you have simply changed your mind.

The 14-day right of withdrawal does not apply to all purchases. Some of the exceptions are:

A. airline and train tickets, concerts, hotels, organised events, car rentals and catering services for specific dates;

B. food and beverages delivered on a regular basis;

C. goods made to order or personalised;

D. audio/video recordings or computer software in sealed packaging opened after receipt;

E. online digital content where downloading/streaming has already begun with your consent;

F. goods purchased from a private individual rather than a company;

G. contracts for urgent repair or maintenance work.

Please note that this list is not exhaustive. The withdrawal period expires 14 days after receipt of the goods. For a service contract — 14 days after its conclusion. If the deadline falls on a non-working day, it is extended to the next working day.

Art. 4. The Merchant delivers goods and guarantees the rights of Users as provided by law, within the bounds of good faith and accepted commercial practice.

Art. 5. (1) Users enter into purchase contracts through the Merchant’s interface, accessible on its website or via another means of distance communication.
(2) Under the concluded contract, the Merchant undertakes to deliver and transfer ownership of the goods to the User.
(3) Users pay the Merchant the price listed on the ONLINE STORE.
(4) The Merchant delivers goods within the timeframes and under the conditions specified on the store’s website.
(5) Delivery charges are determined separately and explicitly from the price of the goods.

Art. 6. (1) The User and the Merchant agree that all statements between them may be made electronically within the meaning of the Electronic Document Act and Art. 11 of the Electronic Commerce Act.
(2) Electronic statements are presumed to have been made by the persons indicated in the registration data, provided the corresponding username and password have been entered.

IV. ORDERING GOODS OR SERVICES

Art. 7. (1) By placing an order on www.pakyov.com, the customer makes an electronic declaration to enter into a contract within the meaning of the Electronic Commerce Act. This declaration is binding on the customer — the order cannot be cancelled or modified.
(2) After the order is successfully submitted, the customer receives a confirmation email acknowledging receipt of the declaration.

V. PAYMENT METHOD

Art. 8. (1) Ordered goods and services may be paid for in the following way:
1. Cash on delivery — the amount due is paid to the courier upon delivery to the address specified by the customer.

(2) If the amount is not paid to the courier, the purchase is automatically cancelled and “Pakyov” Ltd.’s obligation to deliver the ordered goods and/or services is extinguished.

VI. DELIVERY OF GOODS AND SERVICES

Art. 9. Delivery is carried out through the logistics services of “Econt”.
(1) For orders that qualify for free delivery under the current conditions published on the website, delivery costs are borne entirely by the Merchant — regardless of whether delivery is to an Econt office or to the customer’s address.
(2) For orders that do not qualify for free delivery, delivery costs are paid by the User (buyer). The delivery charge is stated explicitly during checkout, before order confirmation.
(3) The current free delivery conditions are published on the ONLINE STORE website and may be amended by the Merchant.

VII. USE OF THE ONLINE STORE

Art. 10. (1) To use the ONLINE STORE, the User must enter a username and password of their choosing, in cases where the store requires registration.
(2) The username and password are set by the User upon electronic registration on the Merchant’s website.
(3) By completing the registration form and clicking “I agree” or “Register”, the User declares that they have read these General Terms and Conditions and undertakes to comply with them.
(4) The Merchant confirms registration via email containing activation information.
(5) Upon registration, the User undertakes to provide accurate and up-to-date information and to update it promptly upon any change.
(6) Registration is recommended for full functionality of the store.
(7) The General Terms and Conditions may also be accepted without registration through an explicit declaration on the website.
(8) Upon the first visit to the Website, the Merchant notifies the User of the use of cookies. By using the site, the User accepts the use of cookies.

Art. 11. (1) The email address provided at registration is the “Primary Contact Email Address” within the meaning of these Terms. The User has the right to change it.
(2) Upon a request for change, the Merchant sends a confirmation request to the new address.
(3) The change takes effect after confirmation by the User via the link in the email.
(4) The Merchant notifies the User of the completed change via the old address.
(5) The Merchant is not liable for unauthorised changes to the address.
(6) The Merchant may require the use of the Primary Contact Email Address in specific circumstances.

VIII. TECHNICAL STEPS FOR CONCLUDING A CONTRACT

Art. 12. (1) Users use the Merchant’s website interface to conclude purchase contracts.
(2) The contract is concluded in Bulgarian.
(3) The contract between the Merchant and the User constitutes these General Terms and Conditions.
(4) The party to the contract is the User as per the data provided at registration.
(5) The Merchant provides technical means for identifying and correcting errors in data entry.
(6) The contract is deemed concluded at the time of registration or acceptance of the terms in another explicit manner.
(7) The Merchant explicitly notifies the User of the conclusion of the contract by electronic means.
(8) Declarations and confirmations are deemed received when the addressees have access to them.
(9) The Merchant delivers to the address specified by the User and bears no liability for incorrect data.

Art. 13. (1) The purchase contract is concluded through the following procedure: registration → login → selection of goods → delivery details → payment method → order confirmation.
(2) Users may also conclude contracts without registration, using the corresponding functionality in the store interface.

IX. CANCELLATION OF ORDERS FOR GOODS AND SERVICES

Art. 14. (1) Cancellation of a goods order:
1. The User has the right to cancel the order and return the goods within 14 days of the date of receipt, without stating a reason and without owing compensation, except for the costs of return.
2. To validly exercise the right of withdrawal, the User must send a completed Standard Withdrawal Form to returns@pakyov.com before the expiry of the 14-day period, and return the goods no later than 14 days from the notification.

(2) Cancellation of a service order (events):
1. The User has the right to cancel a service order up to 3 (three) days before the date of the event.
2. The User has no right to cancel a service if fewer than 3 (three) days remain until the event.

(3) Upon a validly exercised right of withdrawal, the Merchant refunds the amount paid no later than 14 days from receipt of the returned goods or from presentation of proof of dispatch.

(4) Right of complaint:
1. The consumer has the right to file a complaint in the event of any non-conformity of the goods with what was agreed.
2. The right of complaint exists independently of any commercial guarantee.
3. When filing a complaint, the consumer may claim: a refund; replacement; a price reduction; free repair.
4. A complaint may be filed within 24 months of delivery, but no later than 2 months after the non-conformity is discovered.
5. The following documents must accompany a complaint: a receipt or invoice; reports or records of non-conformity; other relevant documents.

X. SPECIFIC OBLIGATIONS OF THE MERCHANT. CONSUMER PROTECTION

Art. 15. The provisions of this section apply to Users who may be considered consumers within the meaning of the Consumer Protection Act, the Electronic Commerce Act and/or Directive 2011/83/EU.

Art. 16. (1) The main characteristics of goods are set out in each product’s profile on the website.
(2) The price inclusive of all taxes is set out in each product’s profile.
(3) Shipping costs are provided as information before the contract is concluded — in the product profile or at the point of selection.
(4) Payment method, delivery and fulfilment are set out in these Terms and on the website.
(5) The information provided is current at the time of display.
(6) The Merchant specifies the delivery conditions for each item.
(7) The Merchant states the total value of the order before the contract is concluded.

Art. 17. The consumer independently chooses whether to pay the delivery charge before or at the time of receipt of the goods.

Art. 18. (1) The consumer has the right to withdraw from the contract within 14 days of receipt of the goods, without owing compensation and without stating a reason.
(2) The right of withdrawal does not apply to: goods made to order; goods with a short shelf life; unsealed goods in sealed packaging returned for hygiene reasons; goods mixed with other items after delivery; unsealed audio or video recordings; newspapers and magazines.
(3) If the Merchant has failed to fulfil its information obligations, the consumer may withdraw within up to 1 year and 14 days of receipt of the goods.
(4) Upon exercise of the right of withdrawal, the Merchant refunds all amounts, including delivery charges, no later than 14 days from notification.
(5) The costs of returning the goods are borne by the consumer.

Art. 19. The delivery period is determined at the time of conclusion of the contract. In the absence of an agreed period — 30 working days from dispatch of the order. If fulfilment is not possible, the Merchant notifies the Consumer and refunds all amounts paid.

Art. 20. The Merchant transfers goods after verifying compliance with the information requirements under the Consumer Protection Act.

XI. PERSONAL DATA PROTECTION

Art. 21. (1) The Merchant takes measures to protect personal data in accordance with the Personal Data Protection Act.
(2) Data is sent only to the email address provided at registration.
(3) The Merchant adopts and publishes a Privacy Policy on its website.
(4) Users consent to the Merchant processing their personal data as necessary for the fulfilment of orders.

Art. 22. The Merchant has the right to require the User to identify themselves and verify the accuracy of the data provided.

XII. AMENDMENT AND ACCESS TO THE GENERAL TERMS AND CONDITIONS

Art. 23. (1) The General Terms and Conditions may be amended by the Merchant, and all registered Users will be notified accordingly.
(2) Any amendment will take effect in relation to the User after explicit notification, unless the User declares within 30 days that they reject the changes.

Art. 24. The Merchant publishes these General Terms and Conditions on its website together with all amendments and additions.

XIII. TERMINATION

Art. 25. The contract is terminated in the following cases: upon liquidation or insolvency of a party; by mutual agreement; unilaterally in the event of non-performance; upon objective impossibility of performance; upon seizure of equipment by state authorities; upon deregistration; upon exercise of the right of withdrawal.

XIV. DISPUTE RESOLUTION

Art. 26. In the event of a dispute, the User may contact the Merchant at [email protected]. A member of staff will contact the Consumer as soon as possible.

Art. 27. All goods on the website carry the statutory guarantee of conformity pursuant to Arts. 112–115 of the Consumer Protection Act.

(1) To exercise the right of withdrawal, the User may complete a Standard Withdrawal Form and send it to: returns@pakyov.com

(2) Alternative dispute resolution body: Conciliation Committees at the Commission for Consumer Protection — https://ec.europa.eu/consumers/odr

XV. OTHER CONDITIONS

Art. 28. The Merchant delivers and transfers the goods within the period determined at the time of conclusion of the contract.

Art. 29. The User must inspect the goods at the time of delivery and immediately notify the Merchant of any non-conformity.

Art. 30. The potential invalidity of any provision shall not render the entire contract invalid.

Art. 31. Matters not regulated herein are governed by the laws of the Republic of Bulgaria.

Art. 32. All disputes shall be resolved by the competent court or the Commission for Consumer Protection.

Art. 33. Link to the European online dispute resolution platform: https://ec.europa.eu/consumers/odr

Arts. 112–115 of the Consumer Protection Act (Statutory Guarantee)

Art. 112. In the event of non-conformity of a consumer good with the contract, the Consumer has the right to request repair or replacement. A method of redress is considered disproportionate if it imposes unreasonable costs compared to the alternative, taking into account: the value of the goods; the significance of the non-conformity; the availability of an alternative remedy.

Art. 113. The goods must be brought into conformity within 1 month of the complaint being filed. After the expiry of this period, the consumer has the right to rescind the contract or request a price reduction. Bringing the goods into conformity is free of charge for the consumer.

Art. 114. Where a complaint is not satisfied, the consumer may request a price reduction or rescission of the contract and a refund. The consumer is not entitled to rescind the contract if the non-conformity is minor.

Art. 115. The consumer has the right to claim damages resulting from non-conformity of the goods in addition to the remedies under Arts. 112–114.