General terms and conditions
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General terms and conditions

The general terms and conditions that apply when working with BALKANIC are in several categories.

SUBJECT

This Document constitutes the general terms and conditions of use of balkanic.com and the future BALKANIC mobile application, which govern the rules for the use of balkanic.com, including the conclusion of a partnership agreement between the host and the platform, as well as marketing activities.

DATA FOR THE PLATFORM ADMINISTRATOR  www.balkanic.com

Legal entity: "BALKANIK 25" PLTD, with headquarters in Blagoevgrad, 30 "Tsar Simeon" St., entrance A, with EIK: 201798635 and tax number BG201798635 (hereinafter referred to as BALKANIC)

"BALKANIK 25" PLTD administers and operates the platform balkanic.com and the future mobile application BALKANIC, referred to for short as the "Platform") will be referred to below as "BALKANIC" for short.

Phone: 087 99 44 116

Email: office@balkanic.com

Website: www.balkanic.com


TERMS and DEFINITIONS

User

Any natural person aged 18 or over, legal entity or other legal entity that meets one or more of the following conditions:

  • access BALKANIC content and services;
  • view objects on the Platform as well as on our social channels;
  • make and finalize reservations;
  • leave reviews, ratings and feedback on the objects.

User

Any natural person aged 18 or over, legal entity or other legal entity who has registered on the Platform and who, by completing the Account creation process, has consented to certain clauses in the General Terms and Conditions section of the Platform.

Host

Any owner, manager of an accommodation object, regardless of the category of the object. The host can be a natural or legal person, authorized manager or successor.

Platform

BALKANIC by its essence and functionality is a booking platform or a platform for online reservations in accommodation facilities. For the convenience of users, it can also be called a site, but it has the features mentioned in the first sentence.

Account

A section of the Platform, formed by an email address and password, which allows the User to mark objects in the "Favorites" section, book vacations and monitor the status of the reservations made, as well as leave reviews and ratings. The Account contains information about the User and the history of some of his actions on the Platform. The User is responsible for all information entered in the Account being true, complete and up-to-date and there should be only one Account.

Favourites / Liked

A section in the Account where every User can add their favourite accommodation objects and follow news about them.

Reservations

Section in the Account through which the User can monitor the Reservations made, status and processing process.

Campaign

Any advertising message aimed at promoting the Platform, the BALKANIC brand or certain Goods and/or Services, which are available in limited quantities, unless the commercial message expressly states otherwise, for a certain period of time indicated by BALKANIC's marketing policies.

A contract

It represents a contract concluded remotely or at a specific location between the Employer (in its capacity as a Host) and the Contractor (in its capacity as a booking platform - BALKANIC) for the purchase and sale and advertising of Goods and/or Services through the Platform, based on and inseparable a part of which are the present general conditions for using the Platform (the "Document").

Transaction

The action by BALKANIC to refund the amount paid by the Customer as a result of cancellation, termination, refusal or non-conclusion of a purchase and sale contract through the Platform, carried out only by bank transfer.

Transfer of funds from or to the account of the SUPPLIER, carried out in fulfillment of obligations that arose on the basis of a remote contract for the offered hotel services.

Review

A written evaluation by the owner or user of a product or service based on the evaluator's personal experience and ability to make qualitative comments and express an opinion as to whether or not the product or service meets the manufacturer's specifications.

Profile / Site Page

The single page (landing page) that describes each object individually, with a unique URL, content and gallery.

Rating

A method of calculating the level of satisfaction of a given Client with respect to a particular accommodation facility. The rating is expressed in the form of stars, and each object can receive a rating of one to five stars. This degree of satisfaction will always be accompanied by the Customer's review of a given product or service.

"Pay with 1 click"

Payment service for mobile devices with Android and iOS operating systems and for balkanic.com, which is a payment system that is integrated into the future mobile application of BALKANIC and the Site, as well as available to Users, through which they can make a payment with debit or credit card online and which service will be able to be activated through the mobile application.

Token

Encrypted unique code associated with the User's card after online payment and activation of the "1-Click Payment" service, which can be used by the Customer for "1-Click Payment", which code is created and stored by the card operator, with which eMAG works (PayU).

GENERAL

  • The general conditions of BALKANIC bind all Users of the Platform.
  • Any use of the Platform means that you have carefully familiarized yourself with the general conditions for its use and have agreed to abide by them unconditionally.
  • BALKANIC reserves the right to update and amend the Platform Terms and Conditions periodically to reflect any changes to the way the Site operates and terms or any changes to legal requirements.

In the event of such a change, we will post the amended version of the Document on the Platform, so please check the content of this Document periodically.

  • If any of the provisions of these general terms of use of the Platform are found to be invalid or unenforceable, regardless of the reason for this, this does not entail the invalidity or unenforceability of the remaining provisions.
  • The Platform may contain links to other sites. BALKANIC is not responsible for the privacy policy of websites it does not administer, as well as for other information contained therein.

CONTRACT

The contract between BALKANIC and the host (owner, successor, manager of an object) is mandatory, being issued and signed in 2 (two) copies and kept by both parties.

The platform shows only the accommodations that have a contract with the company and does not show absolutely all products or services. Data and information about the accommodation is provided by the service provider, therefore the platform is not responsible if the information is not accurate or up-to-date.

ONLINE RESERVATION POLICIES

  • Access to the Platform for creating online reservations is permitted to any User.
  • Reservations are made exclusively online through the Platform.
  • BALKANIC reserves the right, at its sole discretion, to restrict a User’s access to make reservations and/or use certain payment methods if the User abuses their rights in any way that is detrimental to BALKANIC or third parties. In such cases, the User has the right to contact the “Customer Relations” department to be informed about the reasons behind the implementation of these measures. In these situations, BALKANIC is not responsible for any consequences resulting from the security and protection measures applied.
  • Any user who has already made a reservation has the right to post opinions regarding the condition and atmosphere of a property, as well as contact BALKANIC via the addresses provided in the “contacts” section of the Platform. Comments or messages containing obscene language or inappropriate cultural tone will be removed from the Platform or ignored.
    Communication with the Host can be done through our Customer Service center via our contact forms.
  • In the case of online payments or bank transfers, neither the Host nor BALKANIC bears responsibility for any costs related to fees, commissions, or other additional charges incurred by the User or their bank regarding the transaction itself, including currency exchange fees applied by the client’s bank if the currency differs from BGN.
  • After 14 (fourteen) days from the expiration of the last reservation, the User will be asked to provide a rating and leave a review about the service offered by BALKANIC. This request will be sent to the email associated with the User’s account registration.
    BALKANIC operates with 100% prepayment for all reservations and is responsible for the corresponding amount reaching the specific property.
    When you make a reservation, you agree to the applicable policies that are displayed during the booking process.
    Reservations CANNOT be canceled FREE OF CHARGE. By accepting our policies, you agree to the payment terms found in the “Payments” section.

PAYMENTS

BALKANIC operates with 100% prepayment for reservations made. When you make a reservation, you will be charged based on the value of the reservation made through the Platform, and we are not responsible for additional transaction fees charged by your bank.

For payment issues, you can contact us at support@balkanic.com or through the contact form.

  • Refunds for canceled reservations:

BALKANIC offers the option to cancel a reservation, with the Guest/User paying up to 30% of the total reservation value.

In cases of force majeure, each issue submitted to support@balkanic.com will be reviewed individually.

  • No Show by the User - Case of “No Show”:

If the User/Guest fails to arrive at the property at the check-in time, they should contact us at guests@balkanic.com and inform us of their delay.

If the User is unable to attend the entire reserved period, our Administrator (acting as an Employee) will contact the Client using the provided personal data, and 70% of the total reservation value will be refunded within 5 (five) business days via bank transfer.

Please note that BALKANIC operates exclusively with online payments and bank transfers, so amounts for canceled and failed reservations will ONLY be refunded via bank transfer using your personal wallet and account details: IBAN, account number, phone, name, surname, and reservation number and value, with 30% deducted for compensation to the hosts in BALKANIC.

INVOICES

BALKANIC can issue an invoice for you. You only need to submit a request with all the necessary information for the invoice to be issued in accordance with Bulgarian legislation.

USER RULES

  • By confirming these Terms and Conditions and their sections (appendices), the User declares that they are bound by the obligation to comply with them in their relations with the Site Administrator.
  • As a User, you have the right to leave ratings, reviews, and feedback on properties where you have stayed through BALKANIC.
  • The User has the right to follow up-to-date information on our legal pages.
  • The User has the right to contact us at support@balkanic.com regarding questions concerning their future reservation and stay.
  • The User has the right to decline the Cookie Policy.
  • The User has the right to remove and deactivate their Account.
  • The User has the right to share information on their personal profiles about properties they have visited and their impressions. BALKANIC is not responsible for the tone in which the User speaks.
  • The User is obliged to comply with the Policies of each property and respect the Internal Rules of the property.
  • The User is liable for property damage according to the Policies of the property, especially if the property is insured.

DAMAGE POLICIES

When making a reservation, you may notice that some service providers specify a damage policy. This means that if someone from your group loses or damages something, they will be held responsible under the property’s internal policies.
The host will inform us of any damage, and we will track your history. In cases of frequent abuse, we will notify all our partners, who will then decide whether to accept or cancel your reservation. This is known as the “User File” we create to ensure not only the quality of the properties we work with but also the behavior of the Users who use BALKANIC’s services.

The damage policy does not cover general cleaning, normal wear and tear, criminal activities (e.g., theft), or non-physical damage (e.g., fines for smoking or pets).
The service provider may request a damage deposit before or during check-in. In such a case, we will notify you during the booking process. However, this is unrelated to the damage policy. We do not participate in financial agreements related to damage deposits.
If damage occurs, the service provider may always choose to file a (legal) claim against you outside of the damage policy.

BALKANIC’S RIGHTS AND OBLIGATIONS

  • All photos, images, and text descriptions are copyrighted by “BALKANIC 25” Ltd.
  • All information on balkanic.com and our social media channels, including but not limited to texts, photos, audio, and video materials, is intellectual property protected by applicable intellectual property law, including but not limited to copyright and related rights protection.
  • BALKANIC regularly updates the content in the Profiles of each Property.
  • BALKANIC creates the Profiles of the Properties.
  • BALKANIC is obligated to train the Hosts.
  • BALKANIC may remove Properties/Hosts by mutual agreement, as per the signed contract.
  • BALKANIC commits to bank payments to hosts and properties according to the terms of the contract.
  • BALKANIC has the right to process personal data and assist with technical issues regarding your Account.
  • BALKANIC does not engage in additional insurance in any form.
  • BALKANIC is responsible for the accuracy of the content on the Platform, but we are not responsible for the on-site behavior. In case of discomfort, you can still contact us at support@balkanic.com for assistance, and we will offer an individual solution if the situation is reasonable.
  • BALKANIC protects personal data technically, innovatively, and legally.

TOURISM CLAUSES:

  • When booking accommodation, entertainment, tourist site visits, and additional attraction services, the Platform is not responsible for the tourism product itself.
  • When renting a car or using private or public transportation, BALKANIC is not responsible for the transportation service itself.
  • When making a reservation, you agree to the applicable policies displayed during the booking process.
  • Each User is responsible for their own insurance and may choose whether or not to purchase it in advance. We are not responsible for personal choices, nor do we offer insurance services, but we can direct you to trustworthy providers and suppliers.
  • At this stage, BALKANIC does not collect additional tourist taxes.