Refund and Withdrawal Terms

As a consumer, you have the right to withdraw from a distance contract within 14 days without giving any reason and without paying any penalty. The period begins on the day the contract is concluded (the day payment is made) (ЗЗП чл. 50 т. 1). It is sufficient to send your withdrawal notice before the period expires (чл. 52 ал. 3).

To withdraw, you can use the “Withdraw from the contract here” function in your account (ЗЗП чл. 52а). We will confirm by email, no later than the same business day, that your notice has been received, together with its content, date and time. You can also withdraw by sending the standard withdrawal form (ЗЗП Приложение № 6) or a clear statement to [email protected].

Digital content (valuation report): Before payment, you expressly request that the content be delivered immediately, before the withdrawal period expires, and you acknowledge that you will therefore lose your right of withdrawal. Your right of withdrawal ends upon delivery (ЗЗП чл. 57 т. 13). Your consent is included in the confirmation email sent to you after payment (чл. 49 ал. 8).

Services (package subscriptions, promotion, showcase and other time-limited products): You expressly request that the service begin immediately during the withdrawal period. In this case you can still withdraw within 14 days, but you pay for the service actually provided up to the time of your withdrawal notice, calculated in proportion to the total price (ЗЗП чл. 55 ал. 5-6). If the service has been fully performed within the withdrawal period (for example, if a 7-day promotion period has expired), the right of withdrawal ends (чл. 57 т. 1).

Payment cannot be initiated without these confirmations. The moment of confirmation is recorded.

• Credits that have been spent are not refunded if the service they paid for has been fully performed.
• Credit top-ups are available only to business (real estate agency) accounts; individual members do not top up credits and purchase products by card or with credits assigned through a gift voucher. Unused topped-up balance of real estate agencies is refunded if requested within 14 days of the top-up date.
• Monthly credits provided with a package are not separately converted into money. If you withdraw from a subscription, the proportional calculation is made in accordance with Article 4.
• If you cancel a product purchased with credits (from the balance) that has not yet started (e.g. a showcase that has not yet gone live), the credits spent on the product are restored to your account.

You can cancel your subscription at any time. The cancellation takes effect at the end of the current period. When consumers withdraw within the 14-day withdrawal period from the first purchase, the amount paid is refunded minus the proportional price of the days used (ЗЗП чл. 55 ал. 5). No pro rata refund is made for a period that has started outside the withdrawal period. In the case of an erroneous or duplicate charge, the payment is refunded in full.

There is no statutory right of withdrawal for business (real estate agency / company) subscriptions. Cancellation takes effect at the end of the current period.

The refund method depends on how the payment was made:

• Purchases paid by consumers by card: in the event of withdrawal, the price of the unused portion; the price of a visibility product cancelled without ever being displayed (if your listing is not live at its start), of a Social Showcase post that is not made on time or that you cancel, and of a valuation report that cannot be delivered, is refunded in full to the card used for payment via Stripe; these refunds are not issued as credit.
• Purchases made with credits (from the balance): the refund is made by restoring the spent credits to your account; in the event of withdrawal, the credits for the unused days are restored.
• Real estate agencies and companies: the price of products that cannot be delivered or are cancelled is restored to the agency balance as credit. The amount paid by card is refunded to the card only in the case of an erroneous or duplicate charge and for the unused top-up described in Article 3.
• For every refund made to a card, a credit note (кредитно известие) is issued in accordance with the Закон за данък върху добавената стойност (ЗДДС). In the event of withdrawal, the refund is made no later than 14 days after your withdrawal notice is received (ЗЗП чл. 54). Other refunds are initiated no later than 14 days after approval. It may take several business days, depending on your bank, for the amount to reach your account. No additional fee is charged to you for the refund.

You can submit your refund or withdrawal request using the withdrawal function in your account, or by emailing [email protected] with your order number. For disputes that cannot be resolved, you can apply to the conciliation commissions (Помирителна комисия) of the Комисия за защита на потребителите (КЗП, https://kzp.bg) (ЗЗП чл. 181н).

For any questions, requests and applications regarding this text, you can send an email to [email protected] or use the form on our Contact page.