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Refund Policy

Returns & Refunds Policy

Bulgarian Property Services (part of Nyama Problemi Ltd / ЕООД)
Last updated: 14 October 2025

1) Scope & Who This Applies To

This Returns & Refunds Policy covers purchases made from Bulgarian Property Shop for property-related services in Bulgaria—e.g., inspections, reports, maintenance, repairs, utility transfers, company services, project management, and related professional time. It is written with owners living abroad in mind and applies to distance/online sales.

Note: This policy complements your statutory rights under EU/BG consumer law. Where there is any conflict, mandatory law prevails.

2) Definitions

  • Service: Any non-physical deliverable (inspection, report, application, utility transfer, consultancy, etc.).

  • Third-party fees: Government charges, municipal fees, utility provider fees, notary fees, courier costs, etc.

  • Custom materials: Items purchased specifically for your property (tiles, fixtures, custom parts).

  • Digital deliverables: PDFs, photos, videos, scans, CAD/3D, or other files delivered electronically.

3) Right of Withdrawal (EU “Cooling-Off”)

For most services bought online, consumers have a 14-day right of withdrawal from the day of purchase.

Exceptions/limitations (per law):

  • If you asked us to start the service during the 14 days and we have begun/finished the work, you owe a proportionate amount for work performed up to withdrawal; if the service is fully performed with your express consent, the right of withdrawal no longer applies.

  • Custom materials or clearly personalized work are not refundable once ordered/committed.

  • Digital deliverables already supplied with your prior consent to immediate delivery are non-refundable.

To exercise withdrawal, email sales@bg.house with order details and the statement “I withdraw from my contract” within 14 days.

4) Cancellations & Rescheduling (Before Start)

  • Standard services (e.g., inspection, utility visit):

    • Cancel ≥48 hours before the scheduled start: 100% refund of our service fee minus non-recoverable third-party costs already incurred.

    • Cancel <48 hours: refund minus (a) demonstrable preparation/time costs, (b) any third-party costs, (c) travel already committed.

  • Projects/renovations/managed works: Deposits secure scheduling and procurement. See §6.

5) After Work Has Begun

If you request cancellation after we start:

  • We’ll refund any unused portion of service fees after deducting: time spent, travel, site costs, subcontractor call-outs, third-party fees, and custom materials already committed or delivered.

  • Any government/utility/notary fees are non-refundable once paid.

6) Deposits, Procurement & Custom Materials

  • Deposits reserve dates and enable purchasing. They are non-refundable once work or procurement has begun.

  • Custom materials purchased for your property are non-returnable unless the supplier accepts a return; any restocking/return shipping fees will be deducted.

7) Physical Goods (if supplied)

If we ship tools/parts/general goods (rare):

  • You may return unused items in original condition within 14 days of receipt (you pay return shipping).

  • Custom-ordered or used/installed parts are not returnable unless faulty.

  • Faulty goods: we will repair/replace or refund per manufacturer warranty and applicable law.

8) Service Quality Issues (Our Warranty)

If a delivered service is defective (e.g., a report contains material errors or a promised visit was not performed as agreed), notify us within 7 days of delivery/completion. We will:

  1. Re-perform the service or correct errors within a reasonable time, or

  2. Offer a partial or full refund where correction is not feasible.
    This warranty excludes delays or outcomes outside our control (municipal/utility processing times, legal approvals, third-party refusals, force majeure).

9) How to Request a Refund

Email sales@bg.house with:

  • Order number, name, contact, property address (if applicable)

  • What you’re requesting (withdrawal, cancellation, or refund)

  • Reason and any supporting documentation (photos, receipts, correspondence)

Timing: We typically assess within 7–10 business days. Approved refunds are issued to the original payment method. Bank/Revolut/FX fees are not refundable.

10) Owners Abroad: Authorization & Communication

  • You authorize us (and our subcontractors) to act on your behalf for site access, photos, minor materials, and scheduled visits per the agreed scope.

  • Time-zone differences may affect scheduling; please respond promptly to approval requests to avoid rescheduling charges.

  • Where written consent is required (e.g., to begin within 14 days), we’ll seek it by email.

11) Chargebacks

Please contact us first. Unfounded chargebacks may incur investigation/admin costs where legally permitted.

12) Contact & Company Details

Nyama Problemi Ltd (ЕООД) — trading as Bulgarian Property Shop
UIC: 104687571 • Licensed Building Contractor № TV 015544
Address: 23 Vaptsarov St., Palamartsa 7850, Bulgaria
Tel: +359 879 876 653 • +359 876 711 319
Email: sales@bg.house
Web: bg.house, bulgarianproperties.co.uk

13) Governing Law & Complaints

This policy is governed by Bulgarian law. We aim for amicable resolution. Failing that, competent Bulgarian courts have jurisdiction.

14) Policy Changes

We may update this policy periodically. The version date appears at the top.

Disclaimer: This policy is for general guidance and does not constitute legal advice.

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