Withdrawal and refunds

Consumer withdrawal

Where a statutory distance-contract withdrawal right applies, the standard period is 14 days from conclusion. Send a clear statement through the withdrawal form or [email protected] identifying the order, product and contact. Use of a template is optional.

Immediate digital delivery removes withdrawal rights only when applicable legal conditions are met, including prior express consent, acknowledgement of the loss of withdrawal and required confirmation on a durable medium. We do not assume every download automatically removes withdrawal rights.

Non-conformity and defects

For software that fails, materially differs from its description or fails expressly stated requirements, describe the problem and runtime environment. Do not send passwords or real customer data. Conformity remedies may be offered; price reduction or termination apply under statutory conditions.

Conformity rights do not disappear when withdrawal rights are lost and do not depend on optional maintenance. A business buyer’s change of mind follows the specific offer unless law provides otherwise.

Handling refunds

A valid withdrawal is refunded within the applicable statutory period, normally within 14 days of notification, using the original payment method unless another lawful arrangement is agreed. No contractual charge applies to exercising a statutory withdrawal right.

After a full refund, access and use rights under the terminated purchase end to the extent permitted by law. Partial refunds or disputes receive individual review; do not make duplicate recovery claims for the same sum.

Alternative dispute resolution

You may contact the Bulgarian Consumer Protection Commission at https://kzp.bg/ and competent ADR bodies. The former European ODR platform has closed and is not offered as an active complaint channel.