Regole e politiche di prenotazione Bulgaroom

A1. Definitions

1. Some of the words you'll see have a fairly specific meaning, so check out the "Dictionary Bulgaroom.com" at the end of these Terms.

A2. About these Terms and Conditions

1. When making a Reservation, you accept these Terms and Conditions and any other terms provided to you during the booking process.

2. If any provision in these Terms is (or becomes) invalid or inapplicable:

• it will continue to apply to the maximum extent permitted by law;
• You will still be subject to all other Terms and Conditions.

3. These Terms and Conditions are set out as follows:

• Section A: General terms and conditions for all types of Travel products.
• Sections B-E: specific conditions for only one type of Tourist product:
  • Section B: Placements;
• If there is any discrepancy between the general and specific conditions, the specific conditions will apply.

4. The English version of these Terms and Conditions is the original. In the event of any dispute regarding the Terms or any discrepancy between the English and other language Terms, the English Language Terms will apply. (You can change the language at the top of this page.)

A3. O Bulgaroom.com

1. When you book an accommodation or leisure option, Bulgaroom.com B. V. provides the Platform and is responsible for it, not for the Travel Product itself (see point A4.4 below).

2. We work with companies that provide local support services (for example, Customer Support or Account Management). They:

• they do not control or manage our Platform;
• They don't have their own platform;
• do not have any legal or contractual relationship with you;
• they don't provide travel products;
• they do not represent us, enter into contracts, or accept legal documents on our behalf;
• they do not act as our "process or service agents".

A4. Our Platform

1. We take reasonable precautions when providing our Platform, but we cannot guarantee that all information on it is accurate (we receive information from Service Providers). To the extent permitted by law, we are not responsible for any errors, interruptions, or missing pieces of information, although we do our best to correct this as soon as possible.

2. Our Platform does not constitute a recommendation or endorsement of any Service Provider or its products, services, amenities, vehicles, etc.

3. We do not participate in any agreements between you and the Service Provider. The service provider is solely responsible for the Travel Product.

4. To make a Reservation, you may need to create an Account. Make sure that all your information (including payment and contact details) is correct and up-to-date, otherwise you may not be able to access your Travel Product(s). You are responsible for everything that happens to your Account, so don't let anyone use it and keep your username and password secret.

5. We will show you the suggestions available to you in the language that (we think)you are using. it suits you. You can switch to another language at any time.

6. Unless otherwise stated, you must be at least 16 years old to use the Platform.

A5. Our values

1. You undertake to:

• follow our rules;
• comply with all applicable laws;
• cooperate in case of any anti-fraud / anti-money laundering checks that we need to conduct;
• do not use the Platform to disrupt the order or make fake Bookings;
• use the Travel product and / or Platform for its intended purpose;
• do not cause inconvenience or damage to the Service Provider's personnel or behave improperly with them (or anyone else).

A6. Prices

1. When booking, you agree to the Provider's Terms of Service and pay the cost of the Travel Product, including any fees and taxes that may apply.

2. Some of the prices you see may have been rounded to the nearest integer. The price you pay will be based on the initial, "non-rounded" price (although the actual difference will be negligible anyway).

3. Obvious errors and typos are not binding. For example: if you book a premium car or a night in a luxury suite that was mistakenly offered for 1 euro, we can cancel this Booking and refund the entire amount paid.

4. The crossed-out price indicates the price of a "similar" Booking, the price of which has not been reduced ("similar booking" means booking for the same dates, with the same rules, the same category of accommodation / vehicle / class of travel, etc.).

A7. Payment

1. For some products/services, the Service Provider requires Prepayment and / or payment made during the provision of your Travel Product.

• We do not organize payments! We are not responsible for managing your payment or executing your transaction with our Service Provider. In this case, your payment represents the final offset of the" payable " price.
• If you are charged by a Service Provider, this usually happens in your presence at the beginning of providing you with a Travel Product, but it may also be (for example) that your credit card is charged at the time of booking, or you pay at the time of departure from the Accommodation. This depends on the Service Provider's Prepayment policy, which you will be informed about during the booking process.

2. If the Service Provider requires Prepayment, the terms and conditions of prepayment are regulated by the Service Provider at the time of Booking and may be non-refundable. Therefore, before booking, please read the Service Provider's Prepayment policy (available during the booking process). We have no influence on these rules and are not responsible for them.

3. If you are aware of any fraudulent or unauthorized actions (or suspect that such actions have taken place) regarding your Payment Method, please contact your payment service provider. It can cover any associated costs, possibly less any excess amount.

4. If the currency selected on the Platform does not match the Service Provider's currency, we may:

• show prices in your currency;
• offer you to pay for your reservation in your currency.

You will see the amount in the selected currency at the time of booking, in the Booking details section of your Account, or (if you do not have an Account) in the email sent by us. If we need to collect a fee from you in connection with any such transactions, the amount will be indicated as a percentage of the currency exchange rate of the European Central Bank. Your card issuer may charge you a fee for a transaction in a foreign currency.

A8. Rules

1. When making a Reservation, you accept the applicable policies displayed during the booking process. You will find the cancellation policy of each Service Provider and any other rules (about age requirements, deposits / insurance deposits, surcharges for group bookings, extra beds, breakfast and pets, as well as accepted cards, etc.) on our Platform: on the Service Provider's information page, during the booking process, in section c important information and / or in the booking confirmation email or ticket (if applicable).

2. In the event of your cancellation or no-show, any cancellation/no-show fee and any refund will be subject to the Service Provider's cancellation/no-show policies.

3. Some Reservations cannot be cancelled free of charge, and the terms and conditions for cancelling reservations with prepayment are regulated by the Service Provider at the time of Booking.

4. If you have booked a Travel Product and made a prepayment (including all price components and / or a security deposit, if applicable) The Service Provider may cancel the Reservation without notice if it is unable to collect the balance on the relevant date. If they do, any non-refundable payment you make will only be refunded at the Service Provider's discretion. You are responsible for making sure that the payment is made on time (that your bank, debit card, or credit card details are correct and that you have sufficient funds in your account).

5. If you think you won't arrive on time, contact your Service Provider and let them know when they can expect you so they don't cancel your Booking. If you are late, we are not responsible for the consequences (such as canceling your Booking or any fees that the Service Provider may charge).

6. As the person making the Booking, you are responsible for the actions and behavior (in relation to the Travel Product) of all members of your group. You are also responsible for obtaining consent from these individuals before providing us with their personal data.

A9. Privacy and Cookies

1. If you are booking accommodation, flights or leisure options, please read our Privacy Statement and Cookies for more information about privacy, cookies and how we may contact you and process your personal data.

A10. Requests for media availability

1. If you want to find out if they are accessible to people with disabilities:

• our Platform and / or services, please contact our Customer Support Team;
• your Travel product (whether there is wheelchair access, barrier-free showers, etc.), contact your Service Provider or find out about it at the airport, train station, etc.

A11. Intellectual property rights

1. Unless otherwise stated, all rights to our Platform (technology, content, trademarks, appearance, etc.) belong to Bulgaroom.com (or its licensors). You agree to use the Platform only for its intended purpose and to comply with the terms set out in paragraphs A12.2 and A12.3 below.

2. You are not permitted to track, copy, clean/scan, download, reproduce or otherwise use anything on our Platform for any commercial purpose without written permission Bulgaroom.com or its licensors.

3. We closely monitor every visit to our Platform and block anyone (and any automated system) that we suspect of being a fraud.:

• sending an unreasonable number of search queries;
• using any device or software to collect pricing data or other information;
• perform any actions that create an excessive load on our Platform.

4. By uploading an image to our Platform (for example, with a review), you confirm that it complies with our Rules and that:

• it is true (in particular, you didn't change the image or upload an image of another placemark);
• it doesn't contain viruses;
• you are allowed to share it with us;
• we are allowed to use it on our platform and for further commercial purposes (including advertising purposes), anywhere and anytime (when you inform us that we can no longer use it, we will consider any such reasonable request);
• it does not violate the privacy rights of others;
• you accept full responsibility for any related legal claims against Bulgaroom.com.

5. Explanation: We are not responsible for any image uploaded to our Platform. We can delete any image at our own discretion (for example, if we find that the image does not meet the above criteria).

A12. What if something goes wrong?

1. If you have any questions or complaints, please contact our Support Team. You can do this by logging in to your Booking, or through our app, or through our Support Center (where you will also find a number of useful frequently asked questions). So that we can help you as soon as possible, please provide:

• your Booking number, your contact details, your PIN code (if you have one) and the email address you used when booking;
• a summary of the situation you need help with, including how you would like us to help you;
• any supporting documents (bank statement, photos, receipts, etc.).

2. All requests and complaints are registered, and the most urgent ones are considered in the order of highest priority.

3. If you reside in the European Economic Area and are not satisfied with the way we handle your complaint, you may have the right to file a complaint through the European Commission's ODR (Online Dispute Resolution) platform (ec.europa.eu/odr). This right depends on the subject of your complaint:

• if you are talking about an accommodation item, air tickets, or a leisure option, you can use the ODR platform;
• if you are talking about ground transport, you can't use the ODR platform (because ground transport is booked via Bulgaroom.com Transport Limited, and the United Kingdom left the EU).

4. If you live in the Czech Republic and are not satisfied with the way we handle your complaint, you can file a complaint with the Alternative Demand Resolution Department of the Central Inspection Office of the Czech Republic Trade Inspection Office (registered office: Štěpánská 15, Prague 2, postal code: 120 00, email address: adr@coi.cz, https://www.coi.cz/informace-o-adr/).

5. If you live in Brazil and are not satisfied with the way we handle your complaint, you can file a complaint through the Brazilian Federal Consumer Dispute Resolution Platform (consumidor.gov.br/).

6. We try to resolve disputes using the company's internal procedures and are not required to submit to any alternative dispute resolution procedures implemented by independent suppliers.

A13. Communication with the Service Provider

1. We can facilitate your communication with the Service Provider, but we cannot guarantee that they will read your messages or do what you ask. Just because you contact the Service Provider or they contact you does not mean that you have grounds for legal action.

A14. Measures to address inappropriate behavior

1. We have the right to prohibit you from making any Reservations, cancel any Reservations that you have already made, and / or terminate your use of our Platform, our Support Team, and / or your Account. Of course, we will only do this if, in our opinion, there is a good reason to do so, for example:

• fraud or incorrect actions;
• failure to comply with our Policies or applicable laws or regulations;
• inappropriate or illegal behavior (such as violence, threats, or invasion of privacy) towards us, any of the companies we work with, or anyone else.

2. If we cancel the Booking as a result. We may inform you why we have cancelled your Booking, unless informing you of the reason for the cancellation a) violates applicable law and /or b) prevents or hinders the detection or prevention of fraud or other illegal activity. If you believe that we have mistakenly cancelled your Booking, please contact our Support Team.

A15. Limitation of Liability

1.To the extent permitted by mandatory consumer protection legislation, we are only responsible for expenses incurred by you directly as a result of non-compliance on our part. This means that, to the extent permitted by law, we are not responsible (for example) for::

• indirect damages or consequential damages;
• inaccurate information about the Service Provider;
• products, services, or activities of a Service Provider or other business partner;
• errors in email addresses, phone numbers, or credit card numbers (unless errors are caused by us);
• force majeure or events beyond our control.

2. If you violate these Terms and Conditions and / or the terms of the Service Provider, then to the extent permitted by law:

• we are not responsible for any costs that you may incur as a result; and
• you are not entitled to a refund.

3. To the extent permitted by law, the limit of our liability or that of any Service Provider (whether it is a single event or a series of related events) is the cost of your Booking, as indicated in your confirmation email.

4. Nothing in these terms limits our liability (or that of the Service Provider) for our (or its) own i) negligence resulting in death or personal injury, or ii) fraud or intentional misrepresentation.

5. We make no promises regarding the products and services of Service Providers (other than those expressly stated in these Terms and Conditions). The responsibility for making the right choice lies entirely with you.

6. Explanation: Nothing in these Terms and Conditions entitles any third party other than the Service Provider to do anything.

7. You may be protected by binding consumer protection laws and regulations that guarantee you rights that cannot be waived by the company's terms and conditions. In this case, our liability is determined not only by these Terms and Conditions, but also by any applicable laws and regulations on consumer protection.

A16. Applicable law and place of dispute resolution

1. To the extent permitted by mandatory local legislation (on consumer protection), these Terms and Conditions and the operation of our service will be governed by the legislation of the Republic of Bulgaria (in relation to accommodation facilities or leisure options).

2.To the extent permitted by mandatory local legislation (on consumer protection), any dispute will be referred exclusively to the competent courts in the Republic of Bulgaria (in relation to accommodation facilities or leisure options).

B. Placements

• B1. Scope of this section
• B2. Contractual relations
• B3. Our actions
• B4. Your actions
• B5. Price and payment
• B6. Changes, Cancellations, and Refunds
• B7. What else do you need to know?

B1. Scope of this section

1. This section contains specific terms and conditions for products and services related to Placements.

B2. Contractual relations

1. When you make a Reservation, it is made directly from the Service Provider. We are not a "party to the contract" with respect to your Booking.

2. Bulgaroom.com B. V. owns and operates the Platform.

3. Our Platform displays only those Placements that have a commercial relationship with us, and it is not necessary to display all their products or services.

4. Information about Service Providers (such as amenities, accommodation policies, and sustainability approaches) and their Travel Products (such as prices, availability, and cancellation policies) is based on what they provide to us. They are responsible for ensuring that the information is accurate and up-to-date.

B3. Our actions

1. We provide a Platform where Service Providers can promote and sell their Accommodations, and you can search, compare, and book them.

2. Once you have booked a Property, we will provide you and the Service Provider with detailed information about your Booking, including the names of the guests.

3. Depending on the terms of your Reservation, we can help you change or cancel it if you wish.

B4. Your actions

1. Fill in all your contact details correctly so that we and /or the Service Provider can provide you with information about your Booking and contact you if necessary.

2.Please read these Terms and Conditions carefully and the terms displayed during the booking process.

3. Carefully handle the Property and its furniture, plumbing fixtures, electronics, and other contents, and leave your items in the same condition as they were when you arrived. If something is broken, damaged, or lost, be sure to notify the staff (as soon as possible and always before your departure).

4. Ensure security at the Property during your stay. For example, don't leave doors or windows open.

B5. Price and payment

1. See the "Prices" (A6) and "Payment" (A7) sections above.

B6. Changes, Cancellations, and Refunds

1. See " Rules "(A8) above.

B7. What else do you need to know?

Rules regarding damages

1. At the time of booking, you may see that some Service Providers mention "damage policies". This means that if someone in your group loses or damages something:

• you must inform the Service Provider about this;

2. Any payment you make will be made between you and the Service Provider. We just organize it on behalf of the Service Provider.

3. The damage rules do not apply to general cleaning, normal wear and tear, any crimes (such as theft), or any non-physical "damage" (such as fines for smoking or bringing pets).

4. The service provider may require a "security deposit" prior to arrival or upon arrival. In this case, you will see the deposit information at the time of booking, and the security deposit has nothing to do with the"damage policy". We will not participate in any financial calculations related to insurance liens.

* In the event of any damage, the Service Provider can always decide to bring (legal) action against you without using the rules regarding damages, in which case the restriction (see paragraph 1 above) will not apply.

Dictionary Bulgaroom.com

"Account" — an account (on Bulgaroom.com or the Group Company's platform), through which you can book Travel Products on our Platform.

"Placement" — provision of placement services by the Service Provider (in Section B, "Service Provider" — placement service provider).

"Booking" means booking a Travel Product on our Platform, regardless of whether you pay for it now or later.

"Bulgaroom.com", "us", "we" or "our" — Bulgaroom.com B. V. (in relation to accommodation, airline tickets or leisure options) or Bulgaroom.com Transport Limited (in relation to any ground transport services).

"Private transport on request" means a private vehicle that you request when you arrive at the pick-up point (or shortly before).

"Payment in your currency" is a payment option that we sometimes offer when the Service Provider does not use your currency. This option allows you to make payments in your own currency.

"Payment method" means the method (credit card, debit card, bank account, PayPal, ApplePay, etc.) used to make a payment or transfer funds.

"Platform" means a website or app that you can use to book Travel Products, regardless of whether they are owned or managed Bulgaroom.com or a third-party affiliate.

"Pre-booked private transport" means a private vehicle that you request at least 2 hours prior to arrival at the pick-up point.

"Private transport ride" means the private transport ride specified in the Booking (including any changes made after the Booking is made).

"Public transport" — trains, buses, trams, and other types of public transport.

"Public transport trip" means the public transport trip specified in the Booking (including any changes made after the Booking is made).

"Rental" (or "Car rental") means the provision of a car by a Service Provider (in Section D, "Service Provider" means the rental company that provides the car).

"Lease Agreement" means a contract between you and the Service Provider that you sign when you receive the vehicle. During the booking process, you will be provided with a summary of the main terms and conditions.

"Service Provider" means the provider of a travel-related product or service on the Platform, including, but not limited to, the owner of a hotel or other facility (for Booking accommodation), a museum or park (for Booking leisure options), a rental company or airline (for Booking transport).

"Services "(in the section "Private and public transport") — providing a Trip by public transport or a Trip by private transport.

"Terms" — these Terms of Service.

"Third-party Aggregator" means a company that acts as (a) an intermediary between you and a Service Provider, or (b) a reseller of a Travel Product.

"Travel Product" — one of the travel-related products or services on the Platform.

"Prepayment" means a payment that you make when booking a product or service (and not when actually using it).

"Wallet" — a section in your Account that displays your Rewards, Bonuses, and other incentives.

VERSION: 1.0

DATE: September 13, 2023

We will update these terms of service regularly (once or twice a year).