Subject Matter and Scope
These General Terms and Conditions govern the relationship between Association GID – Urban Ideas and Design, UIC/BULSTAT BG176978226, with its registered office and address at: Bulgaria, Sofia 1000, Sredets district, 3 Han Krum Street, Floor 3, represented by Adriyana Mihaylova, hereinafter referred to as the “Trader”, and any natural or legal person using the website soSofia.com and/or purchasing goods through the online shop, hereinafter referred to as the “User” or “Customer”.

By accessing the website, registering an account, placing an order, or making a payment, the User declares that they are familiar with and accept these General Terms and Conditions.

These General Terms and Conditions apply to all distance sales made through the website, unless special terms have been expressly published on the website for a specific service, campaign, or product.

Trader Information
The owner and operator of the website and online shop is Association GID – Urban Ideas and Design, UIC/BULSTAT BG176978226.

Address for correspondence and complaints: Bulgaria, Sofia 1000, Sredets district, 3 Han Krum Street, Floor 3, unless another address for returns and complaints is expressly indicated on the website.

Contact details: zdravei@sosofia.com, telephone 0878398489.

Characteristics of the Goods
The main characteristics of the goods offered are described on the relevant product page. The Trader makes reasonable efforts to ensure that the information, images, availability, and prices are current and accurate.

Minor differences may occur between the visual representation of a product and the product actually delivered where such differences are due to device settings, production batches, materials, packaging, or other objective factors, and do not materially affect the consumer qualities of the goods.

Prices
All prices on the website are stated in Bulgarian lev (BGN), unless expressly indicated otherwise. The prices displayed on the website at the time the order is placed shall be the prices applicable to the contract.

Prices do not include delivery costs, unless the website expressly states that delivery is free of charge or included in the price. Before finalising the order, the Customer is provided with information on the total final price, including all payable fees and delivery costs.

In the event of an obvious technical error in a price, description, or availability, the Trader shall have the right to refuse performance of the order, promptly notify the Customer, and refund any amounts paid in advance, if applicable.

Order and Conclusion of the Contract
An order may be placed through the website’s functionalities as a guest or through a user account, if such an option is available.

In order to place an order, the Customer must: (i) select the good(s); (ii) enter the necessary delivery and contact details; (iii) choose a delivery and payment method; (iv) confirm that they are familiar with these General Terms and Conditions; and (v) click the button to finalise the order.

The distance sales contract shall be deemed concluded from the moment the Customer receives confirmation from the Trader by email, through their account, or on another durable medium, that the order has been accepted for processing. Automatic receipt of the order by the system shall not necessarily constitute acceptance of the order.

The Trader shall have the right to request additional confirmation of the order by telephone or email, and to refuse an order in the event of incomplete or incorrect information, suspicion of abuse, lack of availability, technical error, or impossibility of performance.

Payment Methods
Payment may be made by the methods indicated on the website, including, where applicable, debit/credit card, electronic wallet, or another integrated payment method.

Where a prepayment method has been selected, the Trader shall begin processing the order after confirmation of successful payment, unless otherwise stated on the website.

Where payment is made by card or through an online payment service, the processing of the payment may be carried out by an external payment service provider under its own terms and conditions.

Delivery
Deliveries are made within the territory of Bulgaria by Speedy or by another method specified on the website.

Estimated delivery times are indicated on the website, during the ordering process, or in the order confirmation. Unless otherwise agreed, delivery shall take place within 30 days from the conclusion of the contract.

The risk of accidental destruction of or damage to the goods passes to the Customer from the moment the goods are handed over to the Customer or to a third party indicated by the Customer, other than the carrier.

Upon receipt, the Customer must inspect the parcel and, in the event of visible defects, damage to the packaging, or discrepancies, note these in the presence of the courier and notify the Trader immediately.

Right of Withdrawal from the Contract
A User who qualifies as a consumer within the meaning of the applicable legislation has the right to withdraw from the distance contract without giving any reason and without owing compensation or a penalty within 14 days from the date on which the User, or a third party indicated by them other than the carrier, received the goods.

In order to exercise the right of withdrawal, the User must notify the Trader before the expiry of the period by means of an unequivocal statement sent by email to zdravei@sosofia.com or to the address: Bulgaria, Sofia 1000, Sredets district, 3 Han Krum Street, Floor 3. The User may use the standard withdrawal form published on the website, but this is not mandatory.

The User must return the goods without undue delay and no later than 14 days from the date on which they informed the Trader of the withdrawal. The direct cost of returning the goods shall be borne by the User, unless the Trader has expressly agreed to bear those costs.

The Trader shall reimburse all sums received from the User, including delivery costs, with the exception of any additional costs arising from the User’s choice of a delivery method other than the least expensive standard delivery method offered by the Trader. Reimbursement shall be made without undue delay and no later than 14 days from the day on which the Trader was informed of the decision to withdraw. The Trader may withhold reimbursement until the goods have been received or until proof has been provided that they have been sent back, whichever occurs first.

The User shall be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics, and proper functioning of the goods.

The right of withdrawal shall not apply in the cases provided for by law, including: goods made to order or according to the consumer’s individual requirements; goods which, by their nature, may deteriorate or expire rapidly; sealed goods which have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection; and other exceptions provided for under the applicable legislation.

Complaints, Lack of Conformity, and Statutory Rights
In the event that the goods do not conform to the contract, the User has rights under the applicable legislation governing the sale of goods and consumer protection.

A complaint may be submitted by email to zdravei@sosofia.com or to the address: Bulgaria, Sofia 1000, Sredets district, 3 Han Krum Street, Floor 3. It is recommended that the order number, a description of the problem, photographs (if applicable), and a preferred method of contact be provided.

The Trader shall review complaints within a reasonable period and notify the User of the action taken. Where provided for by law, the User may request that the goods be brought into conformity by repair or replacement, a proportionate reduction in price, or termination of the contract.

These General Terms and Conditions do not limit the User’s rights granted under mandatory provisions of law.

User Account
Where the website offers the possibility of registration, the User is responsible for the accuracy of the information provided and for safeguarding their login details.

The Trader shall have the right to block or delete an account in the event of a breach of these General Terms and Conditions, abuse, attempted unauthorised access, or other unlawful conduct.

Intellectual Property
The content of the website – including texts, images, graphics, logos, design, databases, and other materials – is protected under the applicable legislation and belongs to the Trader or the respective rights holders.

The copying, reproduction, distribution, publication, processing, or use of content from the website without the prior written consent of the rights holder is not permitted, except in cases expressly allowed by law.

Prohibited Conduct
The User may not use the website in a manner that violates the law, accepted standards of morality, or the rights of third parties, including through the distribution of malicious software, unauthorised access, automated extraction of content, abuse of promotions, publication of misleading information, or actions that may hinder the normal operation of the website.

Liability
The Trader exercises due care to maintain accurate and up-to-date information on the website but does not guarantee that the website will be constantly available, uninterrupted, or free from technical errors.

The Trader shall not be liable for damage caused by force majeure, accidental events, acts of third parties, incompatibility of the equipment or software used by the User, or unlawful conduct by the User.

Nothing in these General Terms and Conditions excludes or limits liability which cannot be excluded or limited by law.

Personal Data
The Trader processes personal data in accordance with the applicable legislation and its Privacy Policy published on the website. The Privacy Policy forms an integral part of the overall information provided to users but constitutes a separate document.

External Links and Third-Party Services
The website may contain links to third-party websites, platforms, and services. The Trader shall not be responsible for the content, security, or data processing practices of such external websites and services.

Out-of-Court Dispute Resolution
Users may refer disputes to the Consumer Protection Commission (CPC) and to the competent conciliation commissions for assistance in resolving disputes, in accordance with the applicable rules.

As at the effective date of these General Terms and Conditions, the European Online Dispute Resolution (ODR) platform has been discontinued and is no longer used as an active channel for submitting complaints.

Amendments to the General Terms and Conditions
The Trader shall have the right to amend these General Terms and Conditions by publishing the updated version on the website. Amendments shall enter into force from the date of their publication, unless otherwise stated.

Contracts already concluded shall be governed by the General Terms and Conditions in force at the time the relevant contract was concluded, unless a mandatory legal provision provides otherwise.

Applicable Law and Disputes
All matters not regulated herein shall be governed by the applicable legislation of the Republic of Bulgaria and the applicable law of the European Union.

Any disputes between the parties shall be settled by mutual agreement and, failing such agreement, by the competent Bulgarian court, unless otherwise provided by a mandatory rule of law.

Entry into Force
These General Terms and Conditions enter into force on 1 March 2026 and shall apply until expressly repealed or replaced by a new version.