Terms and Conditions

Please read these Terms and Conditions carefully before using this website. By using this website, you are deemed to accept and agree to these terms and conditions. If you DO NOT ACCEPT these terms and conditions, please do not use this website.

Registration and Licensing:

Relaxo.bg EOOD is a company registered in the Commercial Register of the Republic of Bulgaria with UIC 207666804, with registered office and management address at 51 Stefan Stambolov Blvd., Burgas.

Relaxo.bg EOOD holds Tour Operator and Travel Agent Licence No. РК-01-8418 dated 15.03.2024 and “Tour Operator Liability” insurance under insurance policy No. 13052610000136 issued by Insurance Company “Lev Ins” AD, valid until 21.03.2027.

Company contact details: phone 0878 38 33 44 and email address [email protected]

Bank account – IBAN: BG07UNCR70001525588881, UNCRBGSF, UniCredit Bulbank AD

Relaxo.bg EOOD administers the website and online store relaxo.bg and their respective subdomains.

These Terms and Conditions (or the “Terms” for short) govern the access to, conditions of and use of this Platform/Relaxo.bg and apply to any use, offer, reservation, order, purchase and Distance Contract concluded between Relaxo.bg EOOD (or the “Merchant” for short) and the Customers/Users of the Platform.

1. Terms of use of the Relaxo.bg platform

By using the Platform, the customer declares that they are familiar with and agree to the Terms and Conditions for using the website and confirms this through active conduct (clicking the corresponding button/checkbox – “I have read and agree to the Terms and Conditions”).

2. Explanation of the terminology used on the Relaxo.bg platform

In these terms and conditions and in every section of the website, the terms used have the following meaning:

The Website/Site/Platform/Tour Operator – refers to the online presence of Relaxo.bg

Customer/User – means a visitor to the website who makes or plans to make a reservation, which grants the right to use and/or acquire a specific service in accordance with the conditions announced in advance on the website;

Service – defines the specific service – holiday, excursion, hotel reservation – provided by Relaxo.bg under specific conditions and discounts;

Reservation – refers to an electronic document certifying the purchase of the right to use and/or acquire the service specified in it, under conditions announced in advance on the website;

Offer – defines the proposal published on the website for making a reservation for a specific service;

Sell-out of the offer – the moment when a specific option or date for a particular service comes to an end. Relaxo.bg EOOD reserves the right to announce the end/sell-out of an offer without express notice to customers who have purchased or shown interest in the offer;

Reservation period – defines the period within which Relaxo.bg EOOD may refuse to perform the service specified in the reservation for various reasons. This reservation period is announced on the website for each individual offer.

3. About the Relaxo.bg platform

The Platform is an online (electronic) store where customers can:

3.1. Freely browse and familiarise themselves with its content completely free of charge. Receive information about the travel services offered, their characteristics, prices, and reservation and payment conditions;

3.2. Create an account (profile) through which to make reservations for the various travel Services offered on the website and to conclude and perform distance contracts, as well as to make payments using the payment methods accepted by the merchant;

3.3. Receive information about each service, payment methods, reservation conditions, reservation cancellation, penalties and everything related to the reservation process;

3.4. Request or receive additional information and assistance regarding any Travel service offered on the website.

3.5. When using the Platform, the Merchant may send registered customers messages, notifications, updates and communications of a technical and administrative nature.

3.6. The Merchant has the right to send notifications about current offers and promotional products and services to customers who have subscribed to this service.

3.7. Customers will receive messages at the email address provided during account registration.

4. Reservation of a Travel service on the Relaxo.bg website

4.1. Customers can reserve the desired Travel service through various methods, including online via direct payment, through the reservation form on the Tour Operator’s website, or online via the Tour Operator’s email.

4.2. A reservation is considered successful once a deposit for the respective service has been paid and a “Package Travel Contract with a total price” has been concluded.

4.3. The Tour Operator may send additional information about the specific travel service selected.

4.4. The Tour Operator reserves the right to refuse a reservation for a Travel service if it deems that the customer’s state of health does not allow the normal course and performance of the service.

5. Prices and payment methods

5.1. Payments are made in Bulgarian leva by card or by bank transfer to the Tour Operator’s account.

5.2. Upon reservation, unless otherwise specified, the deposit amounts to 30% of the total price of the travel service.

5.3. The final payment must be made no later than 20 (twenty) calendar days before the start date of the travel service, unless another deadline is specified in the Travel Contract.

5.4. Pursuant to Art. 87 (3) and Art. 87 (6) of the Tourism Act, the price of the travel package may be changed as a result of changes in the price of passenger transport, in the amount of taxes and fees for the travel services included in the contract imposed by third parties, as well as changes in the exchange rates affecting the travel package.

5.5. All prices on the website are in Bulgarian leva, VAT included.

1. Rights and obligations of the parties

6.1. Obligations of the Tour Operator Relaxo.bg:

6.1.1. The Tour Operator undertakes to provide the travel services paid for by the Client in accordance with the terms of this contract.

6.1.2. The Tour Operator must provide the Client with information on the customs and social conditions in the countries included in the trip.

6.1.3. To provide the Client with the mandatory medical insurance “Assistance during travel abroad” for trips outside the country /included in the package price or for an additional fee/, which covers repatriation and hospital treatment up to the specified liability limit.

6.1.4. If the trip is a group trip, the Tour Operator may take out a joint insurance policy for all participants.

6.1.5. The Tour Operator has the right to withdraw from the contract without bearing any liability if the Client fails to make payments within the specified deadlines, thereby acting in bad faith in fulfilling their obligations. The fact of payment is certified by a duly issued document /cash receipt or invoice/. If the Client has paid a deposit but has not made, within the deadlines set out in item 4.2 of the Organized Travel Contract, payments up to the full amount of the total price, the deposit is non-refundable and the reservation is considered cancelled.

6.1.6. The Tour Operator has concluded an insurance contract with the insurance company “Lev Ins” AD pursuant to Art. 42 of the Tourism Act. The Client may review the document published on the Tour Operator's website.

6.1.7. In case the trip takes place outside the territory of the Republic of Bulgaria, the Tour Operator does not guarantee that a visa will be obtained, but undertakes to provide the necessary forms and to submit the relevant documents to the competent authorities and services. The Tour Operator must also inform the tourist of the need for a possible interview. Responsibility for the validity and correctness of the international passport during the trip lies with the tourist.

6.1.8. The Tour Operator may increase the price of the trip if, after the signing of the contract and up to 20 days before the start of the trip:

6.1.8.1. The price of passenger transport increases as a result of changes in the cost of fuel or other energy sources;

6.1.8.2. The amount of taxes or fees on the travel services included in the contract increases, where these are imposed by a third party not directly involved in the performance of the travel package. Such fees may include tourist taxes, landing fees, or embarkation and disembarkation fees at ports and airports.
The price has been changed by a partner company whose travel services the Tour Operator offers on its platform.

6.2. The Client undertakes to:

6.2.1. When travelling outside Bulgaria, obtain the necessary personal documents /a valid international passport or a valid ID card/, issued in accordance with the laws of the country visited and of the Republic of Bulgaria.

6.2.2. Provide a notarized declaration from both parents if the traveller is under 18 years of age and travels abroad with their own international passport. If the minor travels with one of their parents, a notarized consent from the other parent is also required. The original of the notarized declaration must be provided at the office of the Tour Operator or the Travel Agent no later than 5 working days before departure. In case of an incorrectly completed declaration resulting in the impossibility of crossing the Bulgarian border, the Tour Operator bears no responsibility for the failure of the trip, does not delay the implementation of the rest of the programme, and does not owe any compensation to the Client.

6.2.3. Pay the full price of the travel services within the deadlines set out in this contract.

6.2.4. Observe the legal regulations of the country in which they travel and leave the countries included in the excursion or holiday together with the tourist group; otherwise, all related costs and formalities are at the Client's expense, and the Tour Operator bears no responsibility.

6.2.5. Compensate for incidents that have occurred and damage caused to hotels, vehicles and third parties during the trip.

6.2.6. A Client who intends to travel to and stay in countries with an increased risk of infectious diseases is obliged to undergo the appropriate prophylaxis in accordance with international medical requirements.

6.2.7. Return this contract in case the trip does not take place.

6.2.8. For group trips where the contract is concluded with only one organizer or group representative, the User undertakes to provide a complete list with the details of all participants.

7. Liability, Security of the Parties and Cancellation:

7.1. In the event of force majeure circumstances (such as military actions, terrorist acts, strikes, epidemics, natural disasters, etc.) that lead to cancellation of the trip, the Tour Operator shall not be liable for the impossibility of performing the Package Travel Contract. In such cases, the Tour Operator shall refund the User all amounts paid, excluding those spent on actual costs (such as insurance, penalties for returned tickets, visa fees and others). Actual costs shall be proven with duly issued documents.

7.2. The Tour Operator shall not be liable for cancellation, delay or change of the travel conditions beyond its control, such as: technical or meteorological reasons for flight delays, personal circumstances of the User, refusal to issue a visa, or denial of entry at the border due to lack of required documents or legal offenses.

7.3. The Tour Operator shall not be liable for incorrect or incomplete performance of the Contract if the reasons for this are: 

• Actions of the User himself, such as failure to appear at the designated place and time of departure;
• Actions of third parties not connected with the Contract;
• Force majeure events that cannot be foreseen or avoided with the diligent performance of the Tour Operator or its contractors. Force majeure includes cases such as delays at border checkpoints, road complications, strikes carried out by the control authorities, and other exceptional circumstances. In these cases, the Tour Operator is entitled to make changes to the program without owing penalties.

7.4. In the event of significant changes, the Tour Operator shall immediately notify the User, who is obliged to inform the Tour Operator of his decision within 3 days. An agreement on acceptance of the changes shall be concluded in a written document.

7.5. In the event of withdrawal from the travel package by the User, the Tour Operator shall retain certain penalties depending on the period before the start of the trip. In the event of cancellation of a booking and termination of the Contract by the User, the Tour Operator shall withhold the following penalties:
– Up to 3 days after confirmation of the booking by email – no fee.
– Up to 45 days before the start date of the booking – a booking fee of BGN 50 per adult withheld from the deposit, while the remainder of the paid deposit is credited as bonus points in the Relaxo+ Loyalty Program for future trips.
– From 44 to 21 days before the start date of the trip – 30% of the total value of the booking.
– From 20 to 14 days before the start date of the trip – 50% of the total value of the booking.
– Less than 14 days before the start date of the trip – 100% of the total value of the booking.
– For each change to a booking (hotel, tourist name, date, room type) after its confirmation, caused by the user, a fee of BGN 50 is charged.
– If the User fails to appear on the day of the booking made for their holiday/excursion, they may not claim a refund of all or part of the amount paid.

7.6. For each change to the contract caused by the User, a certain amount is charged.

7.7. In the event of termination of the holiday or excursion at the User's request, all additional costs shall be at the User's expense.

7.8. If the User fails to appear on the day of departure, they may not claim a refund of the amounts paid.

7.9. In the event of provision of incorrect data or failure to meet deadlines by the User, the Tour Operator has the right to cancel the trip and retain the penalties.

7.10. In the event of failure to submit the required documents on time by the tourist, or the provision of inaccurate documents, the Tour Operator reserves the right to cancel the trip, applying the same penalties.

7.11. In the event of cancellation of the trip due to illness or other personal reasons of the User, penalties shall apply in accordance with the deadlines and amounts described above.

7.12. In the event of termination of the holiday/excursion by the User at their own request, all additional costs, including transport costs, shall be borne by the User. In this case, there is no right to a refund of part of the value of the services provided.

7.13. Failure of the tourist to appear at the place of departure or breach of the payment deadline by the tourist shall be considered a withdrawal from the trip, and in these cases the same penalties apply as for withdrawal from the trip.

8. Disputes and Complaints

8.1. All complaints related to the quality of the services, including the specific conditions in the hotels and their chains, must be presented by the User on site to the service provider and the representative of the Tour Operator, or to the company responsible for resolving the issues. If the interested parties are not satisfied, the complaint must be submitted in written or another convenient form that allows its reproduction. If the requirements are not met, the User must request that a responsible person draw up a report containing the name, signature and stamp of that person. Within 5 calendar days after the end of the trip, the User must personally submit a written complaint at the office of the Tour Operator/Travel Agent, accompanied by the statement of findings, the original contract and a payment document (receipt, invoice).

8.2. If the User does not submit the complaint in the prescribed manner, their claims will not be considered by the Tour Operator.

Note: The User should bear in mind that the category of hotels and buses is determined by official authorities in the respective country, not by the Tour Operator.

8.3. The Tour Operator is obliged to provide a written response to the complaint within 30 days of its receipt.

1. Amendments and Termination of the Contract

9.1. Each party has the right to request an amendment or termination of the Contract due to significant changes in the circumstances under which the Contract was concluded. The party requesting the changes must prove the existence of such significant changes.

9.2. All agreements for amendment or termination of the Package Travel Contract must be concluded in writing with the consent of both parties.

9.3. Upon amendment of the Contract, the obligations of the parties remain in force, but in their amended form. Upon termination of the Contract, the obligations of the parties cease after settlement of the financial commitments.

9.4. I declare that the clauses of the contract and its annexes do not contain unfair terms, as provided for in Art. 143 of the Consumer Protection Act.

10. Copyright of the Relaxo.bg Platform

10.1. All components of the Platform, including the design, domain, trademark, software systems, software services, databases, texts, images, graphics, sketches and other information or elements that constitute objects of intellectual property under the legislation on copyright, trademarks, geographical indications and industrial design, are the property of Relaxo.bg EOOD..

10.2. Any use, reproduction, modification, public display and other similar actions on part or all of the copyrighted content of the Platform, without express prior written permission, are prohibited and will be prosecuted in accordance with the applicable national and international legislation governing intellectual property.
 

10.3. The images, texts and other content used to present offers and products on the platform are provided by third parties – partner tour operators, hotels, service providers or automated systems. Relaxo.bg acts solely as an intermediary and does not own or claim intellectual property rights over this content. The responsibility for securing the necessary copyrights and licenses for the provided materials lies entirely with the respective provider.

10.4. Upon receiving a notification or report of a potential copyright infringement concerning content published on the platform, Relaxo.bg undertakes to investigate the case and, if necessary, to remove or replace the material within a reasonable period. Relaxo.bg is not liable for infringements arising from content provided by third parties, but assists in the prompt removal of materials for which a duly submitted report has been filed.

11. Personal Data Protection Policy

11.1. Relaxo.bg EOOD, as a personal data controller, processes information provided by clients when visiting our websites, in accordance with personal data protection legislation.

11.2. By accepting the General Terms of Use, the Client agrees that their personal data, including information declared as publicly available in their client profile on the website, Facebook or elsewhere online, may be used and shared by Relaxo.bg EOOD for direct marketing purposes, unless the Client explicitly prohibits such use.

11.3. The Tour Operator does not disclose personal data to third parties – state authorities, commercial companies, individuals and others – except in certain cases where the client gives explicit consent, where required by law, or where the information is necessary for the performance of a service under a concluded contract.

11.4. The processing of personal data includes storing information about the client's browser and operating system, the web pages visited, the date of the visit and the IP address, and protecting the websites from attacks. Personal data is stored only when explicitly provided by the client, with a storage period being determined.

11.5. Relaxo.bg EOOD uses personal data for technical administration of the website, client management, conducting surveys and marketing activities, only with the explicit consent of the client. The transfer of personal data to state institutions is carried out in accordance with legal provisions. Our employees are bound by an obligation to protect confidentiality.

11.6. The personal data collected by Relaxo.bg EOOD when making a reservation is used for completing a purchase from the site and will not be provided to third parties without the explicit consent of the Client, except in cases where it is required by law or upon an explicit request from state authorities.

11.7. When entering payment details, clients are protected from misuse of their card data through the application of best practices recommended by international card organizations. The site's team has no access to the confidential information exchanged between the cardholder and the bank or payment system, because the transaction is carried out through the secure pages of the bank or payment system, even though the payment is made online on the website.

This site is entirely for informational and advertising purposes and errors may occur. Information pursuant to Art. 80 of the Tourism Act can also be obtained at the telephone numbers and email indicated.