I. GENERAL PROVISIONS 1. This document contains the General Terms and Conditions under which the MERCHANT provides services to its users/clients through the realfood.bg online store. These terms and conditions are binding on all users. By clicking the "Order" button, the user/client agrees, fully accepts and undertakes to comply with these General Terms and Conditions.
1.a MERCHANT'S DETAILS
Real Food Ltd.
Bulstat: 204692295
Manager: Pavel Tonov
Address: Sofia, Gotse Delchev residential complex, block 10E, entrance A, floor 4, apartment 10
Tel: 070070709
2. Identification of the user/client for the purpose of reproducing their statement, both for the acceptance of the General Terms and Conditions and for the placed order, is done through log files stored on the realfood.bg server, storage of the user's/client'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 merchant's product line.
4. After clicking the "Order" button, users agree to purchase the goods in the cart. This action is legally binding. The client receives an order confirmation, and upon receipt of this confirmation, the contract is considered concluded. Is the contract concluded upon sending the order or upon confirmation?
5. The MERCHANT 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 MERCHANT shall notify the user/client of its depletion by sending a message to the email address provided by the Client or to the specified phone number. In case a transfer has been made to the merchant's account, the client 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 levs with VAT included.
6.a Payment methods for orders placed in the realfood.bg online store are in the following forms: 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 transfer to the specified company bank account.
II. DELIVERY
7. The user/client bears the entire risk of damage/loss of the goods during delivery. Immediately after handing over the goods to the courier, the MERCHANT is released from the risk, which is transferred to the user/client. The MERCHANT is not responsible for delays if the delay is due to a courier or other delivery provider.
8. Immediately after delivery, the goods should be carefully inspected by the user/client or a person authorized by them. Any damages, impacts, and other defects should be reported immediately to the MERCHANT. If damages are found to have occurred during the transportation of the goods, the MERCHANT is not responsible for the warranty service of these goods. In cases where specific dates and times for delivery are provided in writing by the MERCHANT, the statement is binding. If an incorrect or wrong address, contact person, and/or phone number are provided when placing the order, the MERCHANT is not bound by any obligation to fulfill the order.
8a. Upon delivery of the goods, the user/client 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 client. In case of refusal to accept the goods, except in the cases described below, the refusal is considered unfounded and the Client owes payment for the costs of delivery and return of the goods. If the Client is not found within the delivery period at the specified address or access and conditions for handing over the goods are not provided within this period, the MERCHANT is released from its obligation to deliver the requested goods for purchase.
8b. When the delivered goods clearly do not correspond to the goods requested for purchase by the Client and this can be established through a simple inspection, the Client may request that the delivered goods be replaced with goods corresponding to their purchase request within 24 hours of receiving them.
8.b Refund 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 payments. 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. For receiving the postal money order at the courier's office, only the User's ID card is required.
III. WARRANTY PERIODS
The MERCHANT offers a warranty document to its customers for a purchased product, if such a document is provided by the manufacturer of the product.
IV. PRICES
9. The prices listed on the website do not/do include packaging and transportation. Transport within 100 BGN is free to a courier office. In case the goods are sent outside the territory of the Republic of Bulgaria, the user/client must pay all customs and other fees related to the export.
V. RIGHTS AND OBLIGATIONS OF THE USER/CLIENT
10. The user/client has the opportunity to view and order the advertised goods on the realfood.bg online store.
11. The user/client has the right to be informed about the status of their order.
12. The user/client 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 MERCHANT 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 announced method on the realfood.bg page.
14. Every user, regardless of whether they are a client of the MERCHANT, undertakes when using the services:
• not to violate and to respect the fundamental rights and freedoms of citizens and human rights, in accordance with the Constitution and laws of the Republic of Bulgaria and recognized international acts;
• not to harm the good name of another 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 MERCHANT of any performed or detected 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, unauthorized remote control systems ("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 aimed at unauthorized penetration or access to foreign resources or software;
• not to engage in malicious acts;
• to indemnify the MERCHANT and all third parties for all suffered damages and lost profits, including for all costs and paid attorney fees, incurred as a result of claims filed by and/or compensation paid 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 Client 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 the delivery is not free, and to ensure access and the possibility of receiving the goods. Unless explicitly stated that delivery is free, it is considered to be paid. VI. RIGHTS AND OBLIGATIONS OF THE MERCHANT
15. The MERCHANT has no obligation and no objective possibility to control the way users use the provided services.
16. The MERCHANT has the right, but not the obligation, to store materials and information located on the realfood.bg server.
17. The MERCHANT 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 MERCHANT, to terminate, suspend or change the provided services in connection with the use of the site. The MERCHANT is not liable to users and third parties for damages and lost profits incurred as a result of the termination, suspension, modification or limitation of services, deletion, modification, loss, unreliability, inaccuracy, or incompleteness of messages, materials or information transmitted, used, recorded or made available through realfood.bg. 17a. Upon receipt of payment, the MERCHANT undertakes to transfer to the user/client ownership of the goods requested for purchase by them, to deliver the requested goods for purchase on time, to check every item for technical soundness before it is sent (if possible, without disturbing the integrity of the packaging).
18. The MERCHANT 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. The advice, consultations or assistance provided by the specialists and employees of the MERCHANT in connection with the use of the services by users does not create any responsibility or obligations for the MERCHANT. The company is not responsible for the inaccuracy of the information provided by the manufacturer about the goods.
19 The MERCHANT has the right to collect and use information concerning its Users/clients, regardless of whether they are registered.
20. The information under the previous article may be used by the MERCHANT, except in case of explicit disagreement of the User, sent to the following e-mail address order@realfood.bg. The MERCHANT collects and uses the information to improve the services offered. All purposes for which the MERCHANT will use the information will be in compliance with Bulgarian legislation, applicable international acts and good morals.
21. The MERCHANT is not liable for non-performance of its obligations under this agreement in the event of circumstances that the MERCHANT 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 control of the MERCHANT.
22. The MERCHANT has the right to install cookies on users' computers. Cookies are text files that are saved by the website on the user's hard drive and allow the retrieval of user information, 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 MERCHANT uses, stores, discloses, and deletes, or generally "processes," client 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 every time you contact us or our partners in order to provide our products and services. Only in compliance with this Personal Data Protection Policy and all applicable legal provisions can 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 method of communication, or other.
In cases where it is necessary to issue certain documents, for example, an invoice, you may be asked for additional data according to the requirements of the regulations. We store the history of orders made from 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 notices 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 provide to us to administer these activities. Data provided when applying for a job will be used solely for the purposes of selecting and assessing 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 may be 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.
PERSONAL DATA PROTECTION
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 on forums, chat rooms or social network services, the personal information you share is visible to other users and may 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 they are processed, after which they will be deleted, unless a normative act requires us to retain them for a longer period.
RIGHTS OF THE PERSONAL DATA SUBJECT
You can check the accuracy, completeness, and timeliness of your personal data, as well as correct them, 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 your data to be deleted ("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 they are sent from the email used for account registration, and we reserve the right to request additional data in order to establish the identity of the requester and the data subject to whom it relates. 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 of the extension, as well as the reasons for the delay. We may refuse to process requests that are unreasonably repetitive or threaten the confidentiality 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 configure your internet browser not to save cookies or to delete already saved ones. If you wish to use these functions, you should use your internet browser settings. We are not responsible if your internet browser does not support functions for controlling usage, refusing to save, or deleting saved cookies. If you disable the saving of cookies or delete already saved ones, the functioning of the site may be impaired.
VIII. AMENDMENTS
24. The General Terms and Conditions may be amended at any time by the MERCHANT, who also has the right to change the characteristics of the provided services and these General Terms and Conditions based on legislative changes. The MERCHANT undertakes to notify the User of changes to the General Terms and Conditions by publishing a notice of the changes in a prominent place on its website and by giving sufficient time 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 MERCHANT has the right to immediately stop or terminate the provision of services to the User.
IX. TERMINOLOGY
25. "User/client" 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 method of delivery and payment for the goods by the client/user.
27. The realfood.bg online store is owned by the MERCHANT.
28. All disputes between the parties shall be settled in a spirit of understanding and good will. In the event that an agreement is not reached, all unresolved disputes, including disputes arising from or relating to its interpretation, invalidity, performance or termination, as well as disputes for filling gaps in the contract or adapting it to newly arising circumstances, shall be resolved by the competent court at the place of registration of the MERCHANT, in accordance with Bulgarian legislation.
X. TERMS OF RETURN / COMPLAINT
REFUSAL TO RECEIVE AN ORDERED AND DELIVERED GOOD
29. In accordance with Art. 55, para. 1 of the Consumer Protection Act, the client 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 client is obliged to store the goods received from Real Food Ltd. and to take care of their quality and safety during the period under Art. 55, para. 1 of the Consumer Protection Act. In order for the purchased products to be returned, it is a mandatory CONDITION that they are in proper commercial condition, unused and with undamaged packaging, and accompanied by an invoice received from Real Food Ltd. upon receipt of the goods. The products must strictly correspond to the type in which the client received them. Products that do not meet these conditions are not subject to return and refusal. When returning purchased goods at the client's request, in accordance with Art. 55, para. 1 of the Consumer Protection Act, the transportation costs for shipping and insurance are at the client's expense and are not refundable. Until the moment of handing over the goods by the consumer to Real Food Ltd., the risk of its 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 in the courier's waybill. A protocol is drawn up describing the ascertained condition of the shipment and its packaging. In case you accept the shipment at your own risk and do not present your claims to the courier, the complaint is considered invalid. The consumer has the right to refuse to receive the goods requested for purchase by them, in compliance with legal requirements (Law on Obligations and Contracts, Consumer Protection Act).
In the event of a dispute related to an online purchase, 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/
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
