I. GENERAL PROVISIONS 1. This document contains the General Terms and Conditions under which the TRADER provides services to its users/customers through the online store realfood.bg. These terms bind all users. By clicking the “Order” button, the user/customer agrees, fully accepts, and undertakes to comply with these General Terms and Conditions.
1.a TRADER'S DETAILS
Real Food Ltd.
Bulstat: 204692295
Manager: Pavel Tonov
Address: Sofia, Gotse Delchev residential area, block 10E, entrance A, floor 4, apt 10
Tel: 070070709
2. Identification of the user/customer for the purpose of reproducing their statement, both for the acceptance of the General Terms and Conditions and for the placed order, is carried out through the log files stored on the realfood.bg server, storage of the user's/customer's IP address, as well as any other information.
3. The products found on the realfood.bg website do not constitute a legally binding offer but are rather a demonstrative online catalog describing the trader's product line.
4. After clicking the "Order" button, users agree to purchase the goods in the cart. This action is legally binding. The customer receives an order confirmation, and upon receipt of this confirmation, the contract is considered concluded. Is the contract concluded when the order is sent or upon confirmation?
5. The TRADER reserves the right to refuse delivery of a confirmed order if the goods are not available. In the absence of stock of the requested goods, within the working week, the TRADER notifies the user/customer of its exhaustion by sending a message to the email address provided by the Customer or to the provided phone number. In case a transfer has been made to the trader's account, the customer will be able to choose between a refund, cancellation of the order, or a substitute order.
6. The contractual language is Bulgarian, and payments will be made in Bulgarian leva with VAT.
6.a Payment methods for orders placed in the realfood.bg online store are as follows: 6.a.1 Cash on delivery - in cash upon receipt of the shipment from the courier. 6.a.2 Bank transfer - you pay the due amount by transferring it to the specified company bank account.
II. DELIVERY
7. The user/customer bears full risk for damage/loss of the goods during delivery. Immediately after handing over the goods to the courier, the TRADER is released from the risk, which is transferred to the user/customer. The TRADER is not responsible for delay if the delay is due to a courier or another supplier.
8. Immediately after delivery, the goods should be carefully inspected by the user/customer or a person authorized by them. Any damage, impacts, and other damages should be reported immediately to the TRADER. In case of damages found that occurred during the transport of the goods, the TRADER is not responsible for the warranty service of these goods. In cases where the TRADER has specified in writing a specific date and time for delivery, the statement is binding. If an incorrect or wrong address, contact person, and/or phone number are provided when placing the order, the TRADER is not bound by any obligation to fulfill the order.
8a. Upon delivery of the goods, the user/customer or a third party signs the accompanying documents. A third party is considered anyone who is not the applicant but accepts the goods upon delivery and is at the address specified by the customer. In case of refusal to receive the goods, except for the cases described below, the refusal is considered unfounded, and the Customer owes payment for the costs of delivery and return of the goods. In case the Customer is not found within the delivery period at the specified address or access and conditions for handing over the goods within this period are not provided, the TRADER is released from its obligation to deliver the goods requested for purchase.
8b. When the delivered goods clearly do not correspond to the goods requested for purchase by the Customer and this can be established by a simple inspection, the Customer may request that the delivered goods be replaced with goods corresponding to their purchase request within 24 hours of receiving them.
8.b Money Back After receiving the returned goods from the User, if they are unopened and undamaged, the Supplier is obliged to refund the amount within the following period: 8.b.1 Up to 15 days for cash on delivery. In this case, the User will receive their money as a postal money order or by bank transfer to a bank account specified by the User. To receive the postal money order at the courier's office, only the User's ID card is required.
III. WARRANTY PERIODS
The TRADER offers a warranty document to its customers for a purchased item, if such a document is provided by the manufacturer of the item.
IV. PRICES
9. The prices listed on the site do not/include packaging and transportation. Transport within 100 BGN is free to a courier's office. If the goods are sent outside the territory of the Republic of Bulgaria, the user/customer must pay all customs and other fees related to the export.
V. RIGHTS AND OBLIGATIONS OF THE USER/CUSTOMER
10. The user/customer has the opportunity to view and order the advertised goods on the realfood.bg online store.
11. The user/customer has the right to be informed about the status of their order.
12. The user/customer bears full responsibility for safeguarding their username and password, as well as for all actions performed by them or by a third party using the username and password. The user is obliged to immediately notify the TRADER of any unauthorized access using their username and password, as well as whenever there is a risk of such use.
13. The user is obliged to pay the price of their order according to the stated method on the realfood.bg page.
14. Every user, regardless of whether they are a client of the TRADER, undertakes to, when using the services:
• not to violate and to respect the fundamental rights and freedoms of citizens and human rights, according to the Constitution and laws of the Republic of Bulgaria and recognized international acts;
• not to harm the good name of others and not to incite violent change of the constitutionally established order, to commit a crime, to violence against a person, or to incite racial, national, ethnic, or religious hatred;
• not to violate other people's property or non-property, absolute or relative rights and interests, such as property rights, intellectual property rights, etc.;
• to comply with Bulgarian legislation, applicable foreign laws, rules of morality and good manners and Internet ethics when using the services provided by realfood.bg;
• to immediately notify the TRADER of any performed or discovered violation when using the provided services;
• not to upload, send, transmit, distribute, or use in any way, and not to disclose to third parties software, computer programs, files, applications, or other materials containing computer viruses, systems for unauthorized remote control (“Trojan horses”), computer codes, or materials intended to interrupt, hinder, disrupt, or limit the normal functioning of computer hardware or software or telecommunication facilities, or aiming for unauthorized penetration or access to foreign resources or software;
• not to commit malicious acts;
• to compensate the TRADER and all third parties for all suffered damages and lost profits, including any costs and paid legal fees, arising from claims filed by and/or paid compensation to third parties in connection with Internet pages, hyperlinks, materials, or information that the User has used, placed on the server, sent, distributed, disclosed to third parties, or made accessible through realfood.bg in violation of the law, these General Terms and Conditions, Good Morals, or Internet ethics;
14a. The Customer undertakes to provide an accurate and valid phone number, delivery address, and email address, to pay the price of the goods, to pay the delivery costs when it is not free, and to ensure access and possibility of receiving the goods. Unless expressly stated that delivery is free, it is considered paid. VI. RIGHTS AND OBLIGATIONS OF THE TRADER
15. The TRADER has no obligation and no objective possibility to control the way users use the provided services.
16. The TRADER has the right, but not the obligation, to store materials and information located on the realfood.bg server.
17. The TRADER has the right at any time, without notifying the User/client, when the latter uses the services in violation of these terms, as well as at the discretion of the TRADER, to terminate, suspend or change the provided services in connection with the use of the site. The TRADER is not responsible to users and third parties for damages suffered and lost profits resulting from the termination, suspension, modification or restriction of services, the deletion, modification, loss, unreliability, inaccuracy, or incompleteness of messages, materials or information transmitted, used, recorded or made accessible through realfood.bg. 17a. Upon receipt of payment, the TRADER undertakes to transfer to the user/client the ownership of the goods requested for purchase by him, to deliver the goods requested for purchase within the specified period, to check each item for technical integrity before dispatch (if this is possible without compromising the integrity of the packaging).
18. The TRADER is not responsible for damages caused to software, hardware, or telecommunication equipment, or for data loss, resulting from materials or resources sought, uploaded, or used in any way through the provided services. Advice, consultations, or assistance provided by the specialists and employees of the TRADER regarding the use of the services by users do not create any responsibility or obligations for the TRADER. The company is not responsible for the inaccuracy of the information provided by the manufacturer about the product.
19 The TRADER has the right to collect and use information pertaining to its Users/clients, regardless of whether they are registered.
20. The information from the previous article may be used by the TRADER, unless there is an explicit disagreement from the User, sent to the following e-mail address order@realfood.bg. The TRADER collects and uses the information to improve the services offered. All purposes for which the TRADER will use the information will comply with Bulgarian legislation, applicable international acts, and good morals.
21. The TRADER is not responsible for non-fulfillment of its obligations under this contract in the event of circumstances that the TRADER did not foresee and was not obliged to foresee – including, cases of accidental events, problems in the global Internet network and in the provision of services beyond the TRADER's control.
22. The TRADER has the right to install cookies on users' computers. Cookies are text files that are stored by the website on the User's hard drive and allow the retrieval of information about the User, identifying them and allowing tracking of their actions, the websites they visit, the hyperlinks they use, the information they use and record, and others.
VII. PERSONAL DATA PROTECTION POLICY
23. This personal data protection policy covers how the TRADER uses, stores, discloses, and deletes, or generally "processes," customer data.
COLLECTION AND USE OF PERSONAL DATA
Personal data is any information that can be used to identify an individual. You may be asked for personal information each time you contact us or our partners for the purpose of providing our products and services. Only in compliance with this Personal Data Protection Policy and all applicable legal regulations may the Administrator and its partners share this information with each other and use it. Your personal data is processed only on the territory of the Republic of Bulgaria, only for the period and for the purposes for which it was provided.
WHAT PERSONAL DATA WE COLLECT
When you register an account, purchase a product, etc., we may collect various types of information, including but not limited to name, postal address, phone number, email, preferred communication method, or other.
In cases where it is necessary to issue certain documents, such as an invoice, you may be asked for additional data according to the requirements of the normative framework. We store a history of orders made by each registered account on the site.
HOW WE USE PERSONAL DATA
We process your personal data to fulfill our obligations as a party to a contract for the sale of goods or services. We may periodically use them to send important messages such as notifications regarding placed orders, changes to the General Terms and Conditions, or other rules.
If you have given your consent, we process your data to inform you about current promotions and advertising activities. Once given, consent can be withdrawn at any time. If you have given your consent to participate in certain events (contest, lottery, game, etc.), we process the data you have provided to administer these activities. Data provided when applying for a job will be used solely for the purpose of selection and assessment of the candidate's suitability for the respective position.
DISCLOSURE TO THIRD PARTIES
In certain cases, in order to fulfill our obligations under contracts concluded with you or legal obligations, it is necessary or we will be obliged to disclose personal data provided by you to our partners (e.g., transport, courier, insurers, etc.) or to competent authorities.
PROTECTION OF PERSONAL DATA
The Administrator takes precautions, including administrative, technical, and physical measures, to protect your personal data from loss, theft, and misuse, as well as from unauthorized access, disclosure, alteration, or destruction. When you post in forums, chat rooms, or social media services, the personal information you share is visible to other users and can be read, collected, or used by them. In these cases, you are responsible for the personal information you choose to provide.
INTEGRITY AND RETENTION OF PERSONAL DATA
We will retain your personal data for a period necessary to fulfill the specific purpose for which it is processed, after which it will be deleted, unless a legal act requires us to retain it for a longer period.
RIGHTS OF THE DATA SUBJECT
You can check the accuracy, completeness, and timeliness of your personal data, as well as correct it, by logging into your account. If you wish to withdraw your consent to the processing of personal data, request a correction, object to their processing, or request that your data be deleted ("the right to be forgotten"), you should send a request to this effect by email to order@realfod.bg. In order to avoid abuse, requests with the above content will be considered only if sent from the email used for account registration, and we reserve the right to request additional data to establish the identity of the person making the request and the data subject to whom it refers. Requests regarding personal data will be answered within one month, and in case of a need to extend the specified period, you will be informed about the extension, as well as the reasons for the delay. We may refuse to process requests that are unreasonably repetitive or threaten the privacy of other users. In all cases, you have the right to file a complaint with the Commission for Personal Data Protection, kzld@cpdp.bg, Sofia 1592, "Prof. Tsvetan Lazarov" Blvd. No. 2.
COOKIES
Cookies are small information files that are stored in your internet browser or hard drive when you visit the site. Cookies allow us to improve the site so that it contains the most useful information for you. You can set your internet browser not to save cookies or to delete already saved ones. If you wish to take advantage of these features, you should use your internet browser's settings. We are not responsible if your internet browser does not support the functions for controlling usage, refusing to save, or deleting saved cookies. In case you disable the saving of cookies or delete already saved ones, the functioning of the site may be disrupted.
VIII. AMENDMENTS
24. The General Terms and Conditions may be amended at any time by the TRADER, who also has the right to change the characteristics of the provided services and these General Terms and Conditions based on changes in legislation. The TRADER undertakes to notify the User of the changes in the General Terms and Conditions by publishing a notice of their amendments in a prominent place on its website and providing a sufficient period for the User to familiarize themselves with them. Within the given period, if the User does not declare that they reject the changes, they are considered bound by them. In case the User declares within the given period that they do not agree with the changes, the TRADER has the right to immediately suspend or terminate the provision of services to the User.
IX. TERMINOLOGY
25. "User/customer" means anyone who has loaded the realfood.bg website on their computer.
26. "Order" means the selected goods and all other attributes related to the delivery method and payment of the goods by the customer/user.
27. The realfood.bg online store is owned by the TRADER.
28. All disputes between the parties shall be settled in a spirit of understanding and good will. Should an agreement not be reached, all unresolved disputes, including disputes arising out of or relating to its interpretation, invalidity, performance or termination, as well as disputes for filling gaps in the contract or adapting it to newly arisen circumstances, shall be resolved by the competent court of the TRADER's registration, in accordance with Bulgarian legislation.
X. RETURN / COMPLAINT CONDITIONS
REFUSAL TO RECEIVE ORDERED AND DELIVERED GOODS
29. Pursuant to Article 55, paragraph 1 of the Consumer Protection Act, the customer has the right to withdraw from the received goods within 14 (fourteen) working days from the date of receipt of the goods, without owing compensation or penalty. The customer is obliged to store the goods received from Real Food Ltd. and to take care of their quality and safety during the period under Article 55, paragraph 1 of the Consumer Protection Act. In order for the purchased products to be returned, it is an obligatory CONDITION that they are in excellent commercial condition, unused, with the integrity of the packaging undisturbed, and accompanied by the invoice received from Real Food Ltd. upon receipt of the goods. The products must necessarily correspond to the condition in which the customer received them. Products that do not meet these conditions are not subject to return and refusal. When returning purchased goods at the customer's request, pursuant to Article 55, paragraph 1 of the Consumer Protection Act, the transport costs for shipping and insurance are at the customer's expense and are not refundable. Until the goods are handed over by the consumer to Real Food Ltd., the risk of their accidental perishing or damage is entirely borne by the consumer.
COMPLAINT
30. If, upon receipt of the goods, the packaging is damaged or torn due to improper transportation or there are shortages, the complaint and insurance will only be honored in the presence of the courier. In this case, contact us immediately (tel. 0888 00 74 41) or refuse to accept the goods. Once the courier has left, the complaint and insurance will not be honored. The complaint is certified by a note on the courier's waybill. A protocol is drawn up, describing the established condition of the shipment and its packaging. In case you accept the shipment at your own risk and do not make your claims to the courier, the complaint is considered invalid. The user has the right to refuse to receive the goods ordered for purchase by them, in compliance with legal requirements (Law on Obligations and Contracts, Consumer Protection Act).
In case of a dispute related to online purchases, you can find information on the ODR or CPC website: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=BG https://kzp.bg/
WITHDRAWAL FORM
31. In case you notice damage to the packaging or the content of the product/products after opening the shipment and wish to exercise your right of withdrawal, follow these instructions:
Take a photo of the damaged product, clearly showing the problem, and send it to the email address order@realfood.bg;
Fill out this form and send it, along with the goods, to the address:
Real Food Ltd. Mladost 1, block 9
