Terms and Conditions
for the use of the autonomous store "Zero Shop" and the mobile application "Zero Shop App"
Effective as of 10 October 2026
This English version is a translation provided for convenience. In the event of any discrepancy, the Bulgarian version prevails.
These Terms and Conditions for the use of the autonomous store "Zero Shop" and the mobile application "Zero Shop App" ("Terms and Conditions" or "Terms") govern the relationship between You ("You", "the User") and ZERO SHOP OOD, a company entered in the Commercial Register and the Register of Non-Profit Legal Entities kept by the Registry Agency under UIC 203681730, with its registered office and address of management at: 49A Bulgaria Blvd., floor 1, commercial unit 7, Triaditsa district, Sofia, Bulgaria ("the Company", "We") – the owner and operator of the autonomous stores operating under the trade name "Zero Shop" ("the Store" or "the Stores") and of the mobile application "Zero Shop App" ("the App").
Contact details of the Company: e-mail address: tech@zeroshop.bg; telephone: +359 87 937 2847.
The Company is a trader within the meaning of the Consumer Protection Act ("CPA") and a provider of a digital service within the meaning of the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods (ZPTsSTsUPS). The Store is an establishment in which goods are sold at retail by means of autonomous (checkout-free) technology, whereby the User takes the goods from the shelves himself or herself and leaves the Store without passing through a checkout, with charging being carried out automatically.
The Privacy Policy published in the App, as well as all other policies and conditions expressly designated as an integral part of the Terms, apply on an equal footing with them.
These Terms apply from the moment You register in the App and/or use the Store until the moment of termination of the contract in the cases described in Section XIV below.
Please read the Terms carefully before creating an Account in the App and before using the Store. By registering an Account and/or by using the Store, You declare that You have read the Terms, understand them and accept them. If You do not agree with these Terms, You should not create an Account or use the App and the Store.
The Terms are available at any time in the App, from where they can be downloaded and stored in PDF format.
I. Definitions
The terms used in these Terms and Conditions have the following meanings:
Account: a profile created by the User in the App, through which the User accesses the App and the Store and uses the functionalities related to them. Use of the Account is restricted to the respective User by means of the Login Credentials.
Biometric Data: personal data resulting from specific technical processing relating to the physical, physiological or behavioural characteristics of a natural person, which allow or confirm the unique identification of that natural person, within the meaning of Article 4(14) of Regulation (EU) 2016/679 (GDPR).
Video Surveillance: a system of CCTV cameras in the Store and in its immediate vicinity for the security of persons and property and for the verification of incidents and complaints. The CCTV cameras are separate from the AI cameras used for autonomous shopping. Recordings from the AI cameras are not stored.
Deposit: a pre-authorisation hold of 5 (five) euro on the User's active bank card upon entry into the Store. The Deposit is released, and the full value of the purchase is paid by means of a separate payment transaction. The 5 euro held is not deducted from the value of the purchase.
Store / Zero Shop: a retail establishment designated by the trade name "Zero Shop", in which access, the selection of goods and charging are carried out by means of autonomous technology, without the involvement of a cashier.
Restricted Goods: Goods the sale of which is restricted under Applicable Law to persons of full age, such as alcoholic beverages, and which may be purchased only after successfully completing the age verification procedure in accordance with Section IV, item 1.
Payment Provider: DSK Bank AD, a company entered in the Commercial Register and the Register of Non-Profit Legal Entities kept by the Registry Agency under UIC 121830616 – a payment service provider within the meaning of the Payment Services and Payment Systems Act, or another payment service provider that accepts and processes card payments for the Company.
User: a natural person who creates and maintains an Account in the App and/or uses the Store. Where the User acts in the capacity of a consumer within the meaning of § 13, item 1 of the Supplementary Provisions of the Consumer Protection Act (a natural person who acquires goods or services which are not intended for carrying out a commercial or professional activity), the special provisions of Section XII apply to that User.
Legal Entity Representative: a natural person who, after creating an Account, enters the details of a legal entity in the App and shops in its name and for its account, in compliance with the rules of Section IV, item 2.
Companion: a person who enters the Store together with a User, within an entry Session activated by that User. Items taken by the Companion are recorded and charged as having been taken by the User who activated the Session.
App / Zero Shop App: the Company's mobile application, through which the User manages his or her Account, activates access to the Store, views sessions and bills, submits complaints and uses other functionalities offered.
Applicable Law: all applicable laws and regulations under Bulgarian and European legislation, including acts of the relevant public authorities, such as orders, instructions, opinions, guidelines, etc., as well as the laws and regulations of any other jurisdiction, where applicable under the rules of international law.
Session: the period from the User's entry into the Store until the final completion of the shopping in accordance with Section V, within which period the goods to be charged are determined.
Goods: tangible movable items offered for sale in the Store, including goods with digital elements within the meaning of the ZPTsSTsUPS, insofar as applicable.
Technology Partner: a provider of a technology solution for the identification of Users, the tracking of Users' actions with the Goods in the Store and the generation of the final list of Goods to be charged.
II. Account Registration. Use of the Zero Shop App
1. Creating an Account
1.1 In order to use the Store, You need to create an Account in the App. Registration and maintenance of an Account are free of charge.
1.2 When creating an Account, You provide an active telephone number and a valid electronic mail address (e-mail address) and create a password. The telephone number is verified by means of a one-time code. The e-mail address is mandatory as a second channel of communication with You and is used, among other things, for password recovery. Confirmation of the e-mail address is not required to complete the registration. Your first name and surname are entered at Your option. The KYC check under Section IV, item 1 is not a condition for shopping in the Store, but is required for access to the alcohol cabinet.
1.3 A User may maintain only one active Account, linked to one telephone number.
1.4 When creating an Account, You accept these Terms and confirm that You have read our Privacy Policy by ticking the relevant boxes (checkbox) in the places designated for this purpose.
1.5 Once You have completed Your registration and created an Account, You may supplement Your profile data, including legal entity details for the issuance of an invoice, add bank cards and select an active card. Through the Account You open Your QR code for access to the Store, view Your purchase history and electronic receipts, request invoices and submit reports and complaints. After a one-time KYC check, the QR code may also be used for access to the alcohol cabinet. The Terms and the Privacy Policy may be downloaded in PDF format via the App. Push notifications are managed through the settings of the phone's operating system.
1.6 Access to the Account is provided by means of the login credentials, which the User is obliged to keep secret and not to disclose to third parties. The Company shall not be liable for damage caused by unauthorised access to the Account as a result of acts or omissions of the User.
2. Registration of a Payment Instrument
2.1 In order to be able to access the Store and shop in it, You need to register a valid payment instrument – a debit or credit card – in Your Account. You may save several cards and select one as active. The card that is active at entry is linked to the respective Session and remains selected for it until You leave the Store. It is used for the deposit and for payment of the purchase. In the event of insufficient funds after leaving the Store, You may select another card to settle the obligation.
2.2 The card details provided by You are processed directly by our Payment Provider. We do not have access to, and do not store, full payment card numbers.
2.3 When the card is registered, its validity is checked by means of an authorisation for 0 (zero) euro. No amount is charged or held on the card during this check.
2.4 The User is responsible for ensuring that the payment instrument details are complete, correct and up to date, and that sufficient funds/limit are available for payment of the purchases. If the payment instrument has expired or cannot be charged, the Company has the right to temporarily restrict the User's access to the Store until the obligation is settled and/or a new valid payment instrument is registered.
2.5 The User may not remove from his or her Account a payment instrument against which there are outstanding obligations arising from Sessions in the Store.
III. Conclusion of the Contract under the Terms and Conditions
1. By ticking the box and pressing the relevant virtual button when registering an Account as described in Section II, item 1.4 above, You make an electronic statement within the meaning of the Electronic Document and Electronic Trust Services Act (EDETSA), by which You declare that You have read the Terms and the Privacy Policy, accept them and undertake to comply with them. Upon its recording and storage by us in electronic form, this statement, presented in digital form by means of a generally accepted standard for the conversion, reading and presentation of information, acquires the status of an electronic document within the meaning of the EDETSA.
2. Upon expressing Your consent to the Terms in the manner set out in the preceding item 1, You are deemed bound by their clauses and undertake to comply with them. The contract concluded between You and the Company under these Terms takes effect from the moment the statement under the preceding item 1 is made.
3. The registration of the Account is confirmed by means of a one-time code sent to the telephone number provided. A message confirming successful registration may be sent to the e-mail address. The Terms and the Privacy Policy are available in the App and may be downloaded and stored in PDF format.
4. By accepting these Terms, You agree that communication with You may also be conducted by electronic mail, and to receive electronic statements from the Company, including statements generated and/or sent automatically by electronic mail, as SMS or within Your Account.
IV. Use of the App. Functionalities
1. Age Verification
1.1 The Store offers alcoholic beverages and/or other goods the sale of which is restricted under Applicable Law to persons of full age. In order to purchase such Goods, You must complete an age verification procedure in the App.
1.2 Age verification is carried out by means of a one-time KYC check via Didit. The User may also shop in the Store without this check, but does not have access to the alcohol cabinet. From the KYC check, the Company receives and stores only the date of birth and sex. Age is determined from the stored date of birth. No new check via Didit is carried out for the same User on subsequent visits or when unlocking the alcohol cabinet.
1.3 The processing of Biometric Data for the purposes of age verification is carried out solely on the basis of Your explicit consent, given as an electronic statement before the start of the check via Didit. Before giving consent, You have the opportunity to read detailed information about the processing. You may withdraw Your consent at any time; in that case You will lose the ability to purchase the Restricted Goods. From the check, the Company receives only the date of birth and sex, and not a copy of the identity document or the facial images used during the check.
1.4 To access the alcohol cabinet, the User scans his or her QR code from the App at the cabinet's reader. ZeroShop identifies the Account and the active Session in the respective Store and checks whether the User has reached the age of 18 on the basis of the date of birth stored from the KYC check. If access is granted, the local controller unlocks the cabinet. The Technology Partner records the Goods taken in the basket; the unlocking in itself does not add any Goods to the purchase.
2. Shopping on Behalf of a Legal Entity
2.1 A natural person registered as a User may also shop in the Store in the name and for the account of a legal entity, provided that he or she is duly authorised to do so. The User may enter the legal entity's details in the App and request the issuance of an invoice in accordance with the procedure set out in Section VII.
2.2 By entering the details of the legal entity for purchases in its name and for its account, the User declares that he or she holds the power of representation. The Company has the right, but not the obligation, to request supporting documents.
2.3 For purchases made in the name of a legal entity, the rules on the issuance of invoices described in Section VII apply. Where the User acts in the capacity of a Legal Entity Representative, the special provisions for consumers under Section XII do not apply to the respective purchase, insofar as its purpose is related to the commercial or professional activity of the represented person.
3. Control of Notifications
3.1 The App may send notifications and messages to Users by means of in-app notifications, electronic mail (e-mail), push notifications or other similar means. These notifications may contain information regarding the registration and use of the Account, access to the Store, purchases and payments made, changes in the status of Sessions, Account security, App updates, notices under these Terms, as well as other information related to the use of the App and the Store.
3.2 The User may enable or disable push notifications from the App through the operating system settings of his or her phone.
4. Deletion of an Account by the User
4.1 The User may at any time submit a request for the deletion of his or her Account via the ZeroShop contact form. The request is processed by the Company's team. Where there are unpaid obligations, the Account may be deleted after they have been paid in full in accordance with the following item.
4.2 The Account may not be deleted where there are outstanding obligations arising from Sessions in the Store, until such obligations have been settled in full. Until they are settled, the Company has the right to keep the Account active for the purposes of establishing and collecting the obligations.
V. Access to the Store and Shopping Process
1. Entering the Store
1.1 Only Users with a registered Account and a valid registered payment instrument have access to the Store. Entry into the pilot Store is effected by means of a QR code from the App:
1.1.1 by scanning the QR code, opened by the User in the App, at the Store's entrance terminal.
1.2 After the QR code has been scanned, the system identifies the Account, checks the active card and the access restrictions, including unpaid obligations, and requests the deposit under Section VI, item 3. After a successful pre-authorisation hold, entry is permitted and a Session is opened. The Technology Partner registers the actions of the User and his or her Companions with the Goods.
1.3 Upon entry, the User may be accompanied by Companions who participate in his or her Session, subject to the overall capacity of the Store under the following item. All Goods recorded for the group are included in the common basket and are paid for by the User who activated the Session.
1.4 The maximum number of persons who may be present in the pilot Store at the same time is 15, including the Users and their Companions.
2. Companions
2.1 When access is activated, the system records one active User for the respective Session. All persons who enter the Store during the same opening of the door are recorded as Companions of the active User, regardless of whether or not they are registered Users.
2.2 All Goods taken by the Companions are recorded and charged in accordance with these Terms as having been taken and purchased by the active User. The active User is responsible for the actions of his or her Companions in the Store as described in these Terms, including for payment for the Goods taken and for damage caused to the property of the Company or of third parties.
3. Formation of the Basket and Leaving the Store
3.1 In the Store, the Technology Partner registers the actions of the User and the Companions with the Goods. The Session basket is formed according to the following principle:
3.1.1 An item of Goods that has been taken and returned to the same place on the same shelf is, as a rule, not recorded as taken.
3.1.2 Where an item of Goods is returned to a different shelf and the return is recorded by the Technology Partner, the item is removed from the basket. The system remembers the changed location of the item. Leaving the item on another shelf does not in itself mean that it has been purchased.
3.1.3 An item of Goods that has been partially or fully consumed in the Store is recorded as taken, is automatically included in the basket and is subject to charging, regardless of whether the packaging has been returned to the shelf.
3.1.4 An item of Goods left on the floor of the Store is recorded as taken by the User, is automatically included in the basket and is subject to charging.
3.1.5 An item of Goods whose packaging is detected as having been damaged as a result of acts or omissions of the User or of a Companion is recorded as taken, is automatically included in the basket and is subject to charging.
3.2 The Company does not provide the User with the ability to view or correct his or her basket in real time before leaving the Store. The final content of the basket is determined after the shopping has been processed by the Technology Partner. The completed purchase is displayed in the App after processing in the system and successful payment. When a beverage has been successfully prepared by the coffee machine, ZeroShop sends Trigo an event containing the type of beverage and the time of preparation. Trigo links the event to the respective User and includes the beverage in the final basket. In the event of a problem with the beverage, the User may submit a complaint via the App.
3.3 The Session in the Company's system ends upon receipt of a signal from Trigo that the User has left the Store. In the case of a group visit, the Session ends when the last member of the group has also left. After the shopping has been processed, the Technology Partner provides the final list of Goods to be charged. When an active Session reaches 60 minutes, the system raises an alert in the operator dashboard to check whether the customer is still in the Store, whether he or she needs assistance or whether his or her exit has not been recorded. The alert does not automatically end the Session.
4. Conclusion of the Contract for the Sale of Goods. Transfer of Ownership and Risk
4.1 The contract for the sale of Goods within a given Session is deemed to be concluded at the moment the Session is finalised in accordance with Section V, item 3.3, whereupon ownership of the Goods passes to the User. The price of the purchased Goods is determined on the basis of the current prices visible on the shelves and in the display cases at the time the basket is formed. Price information is maintained in Barsy and is used after synchronisation with the ZeroShop platform. When the final bill is formed, the applicable general promotions and combined promotions are applied. No individual prices or personal promotions are applied. During the pilot stage there is no active loyalty programme. Such a programme is envisaged, including one with points; the terms of participation in it will be published upon its introduction.
4.2 The Company ensures, in accordance with Applicable Law, that the Goods sold bear the appropriate labels and information required under Applicable Law, including information on composition, shelf life, manufacturer and/or importer, insofar as such information is applicable to the respective Goods.
VI. Prices and Payment
1. The prices of the Goods are indicated on the shelves and in the display cases in the Store and are in euro, with their equivalent in leva (BGN) also being indicated for the duration of the statutory period established for this purpose. Prices include value added tax (VAT), unless otherwise stated.
2. Payment for the purchased Goods is made automatically, after the final basket has been processed, by means of the bank card linked to the Session at entry. The Deposit of 5 euro is released, and the full value of the purchase is paid by means of a separate transaction, without the deposit being deducted from the amount due. The Company entrusts the technical processing of payments to the Payment Provider.
3. Upon entry into the Store, the system places a pre-authorisation hold (deposit) of 5 (five) euro on the active bank card. The Deposit is released separately from the payment of the full value of the purchase. Where the User leaves without any Goods having been recorded, there is no purchase to be charged and the deposit is released. The time it takes for the release to be reflected on the card depends on processing by the Payment Provider and the issuing bank.
4. If, after exit, payment for the purchased Goods cannot be made successfully (due to insufficient funds, expiry of the validity of the payment instrument, a technical problem, etc.), the Company takes the following actions:
1) the User may settle the obligation only via the App, by selecting another card or by ensuring sufficient funds in the bank account linked to the card so that the payment can be made;
2) the system makes several repeated attempts to charge;
3) after the unsuccessful repeated attempts, the next entry into the Store is blocked and notifications requesting payment are sent to the User. After successful payment, the entry restriction due to that obligation is lifted.
5. Unpaid obligations arising from Sessions in the Store remain due and may be claimed by the Company in accordance with the procedure provided for in Applicable Law. In the event of prolonged non-payment, the Company may, where necessary, entrust the collection of the obligation to a debt collection agency, in compliance with Applicable Law.
6. The User may view the history of his or her Sessions and of the payments made in the App.
VII. Receipts and Invoices
1. For each purchase in the Store, a fiscal/system till receipt is issued in accordance with the requirements of Applicable Law. The sale is processed through Barsy, and ZeroShop provides the electronic receipt in the App for the respective purchase, insofar as this is permissible under Ordinance No. N-18 of the Minister of Finance and the other applicable regulatory framework.
2. The User may request an invoice via the App in advance, before the purchase, or after the purchase within 3 days. The details of the legal entity may be entered in the App. Upon such request, the Company issues an invoice in accordance with the Value Added Tax Act. Where the User shops in the capacity of a Legal Entity Representative, the invoice is issued to the respective legal entity on the basis of the details provided in the App.
3. The User is obliged to provide complete and accurate details for the issuance of an invoice and is responsible for keeping them up to date. The Company shall not be liable for damage arising from incorrectly or incompletely submitted details.
VIII. Conduct in the Store and Prohibited Actions
1. In the Store, the User is obliged to act in good faith and to comply with the instructions of the Company, the provisions of Applicable Law and the customary rules of conduct in a commercial establishment.
2. Without limiting the foregoing, the following are prohibited:
1) providing the personal QR code or the Account login credentials to third parties for the activation of a Session in the name of the User; this does not restrict the participation of Companions in a Session activated personally by the User;
2) any actions or attempts to avoid, circumvent, obstruct or unlawfully reduce the payment of amounts due for purchases or other obligations to the Company;
3) using a payment instrument which does not belong to the User or for the use of which the User does not have the necessary consent or legal basis;
4) interfering or attempting to interfere with the operation of the technological systems, cameras, sensors, shelves or labels in the Store;
5) damaging, destroying or soiling Goods, equipment and premises of the Store;
6) vandalism, theft or attempted theft;
7) diverting or concealing Goods in order to avoid their being recorded;
8) taking Restricted Goods without having completed age verification;
9) actions that endanger the safety and health of other persons in the Store;
10) using the panic button without an objective need;
11) any other act or omission constituting a breach of these Terms or of Applicable Law.
3. The User is liable for damage caused to the Company and/or to third parties as a result of a breach of these Terms, including actions of his or her Companions.
IX. Video Surveillance and Security
1. The Store is equipped with video surveillance installed in visible places in the Store. An information sign about the Video Surveillance being carried out is placed at the entrance to the Store.
2. Separate CCTV cameras for video surveillance and AI cameras for autonomous shopping operate in the Store. CCTV video surveillance serves the security of persons and property and the verification of incidents and complaints. The Technology Partner processes the data from the AI cameras in order to record interactions with the Goods and to form the basket. Recordings from the AI cameras are not stored.
3. A panic button is provided in the Store. In the event of an incident in which a User feels threatened or finds himself or herself in a dangerous situation, he or she may activate the panic button. The Company will take appropriate action, including, where necessary, notifying the competent authorities.
4. After completing the shopping, the User leaves the Store through the exit door. It is equipped with a panic bar for mechanical opening from the inside and is used for both normal and emergency exit. Activation of the panic button is not required for a normal exit. The panic button is used in the event of an incident in accordance with the preceding item.
X. Rights and Obligations of the Company
1. The Company has the right:
1.1 at its discretion and without owing any compensation or contractual penalty, to refuse to create an Account for anyone;
1.2 to send messages and information related to the use of the App and the Store to the electronic mail address (e-mail address) associated with the User's Account. These messages may include communications regarding registration and logging in to the App, notifications of certain events related to the registration and use of the App and the Store, including good practices for optimising use.
1.3 to discontinue the maintenance of the App and the Store at any time, with immediate effect and without owing any compensation or contractual penalty, by announcing this in the App, including but not limited to in the event of force majeure or by order of a competent state authority.
1.4 to update the App and its functionalities, which may involve temporarily restricting or suspending access to the App. The Company will provide Users with timely notice of the relevant updates by e-mail message, directly through the App or by other appropriate means.
1.5 to transfer, in whole or in part, its rights and obligations under these Terms to third parties without the prior consent of the Users, of which the Users are deemed to have been informed and which they accept by accepting these Terms.
2. Termination and Blocking of an Account by the Company
2.1 The Company has the right to temporarily or permanently restrict a User's access to the Store and/or to block or close his or her Account where there is reasonable suspicion or an established breach, including but not limited to in the event of:
1) non-payment of amounts due for Sessions in the Store;
2) vandalism, theft, damage to Goods and/or property, or an attempt to commit any of these;
3) provision of false or misleading information at registration or subsequently;
4) use of another person's payment instrument without the consent of the holder;
5) other material breaches of these Terms or of Applicable Law.
2.2 The User is notified of a temporary restriction of access via the App, by e-mail and/or by SMS. In the case of an unpaid purchase following unsuccessful repeated payment attempts, the restriction applies to the next entry into the Store and continues until the obligation has been paid. The User retains the ability to settle the payment via the App. In the case of blocking due to suspicion of another breach, the period lasts until the verification has been completed.
2.3 Where the grounds for blocking cease to exist, the Account is unblocked. In the event of a confirmed serious breach, the Company may close the Account permanently. The permanent closure of an Account does not release the User from the performance of his or her outstanding obligations.
XI. Rights and Obligations of the User
1. When using the Store, the User undertakes to strictly comply with the instructions in Section VIII and not to perform any of the prohibited actions described therein;
2. When using the Store together with Companions, the User:
1) is obliged to familiarise all his or her Companions with these Terms, the Privacy Policy, the rules for using the Store and the applicable restrictions on the purchase and use of the Goods before they enter the Store;
2) is obliged to ensure compliance by his or her Companions with these Terms, applicable law and all instructions of the Company related to access to and use of the Store;
3) is obliged to exercise the necessary control over the actions of his or her Companions during the Session and not to allow conduct that may harm the property, reputation or lawful interests of the Company or of third parties;
4) is liable for all acts and omissions of his or her Companions committed within the Session, regardless of whether or not the relevant act or omission was committed by the Companion in the immediate presence of the User;
5) is obliged to pay the value of all Goods taken by his or her Companions within the Session, accepting that such Goods are deemed to have been taken and purchased by him or her.
6) is obliged to compensate the Company for all damage caused by him or her or by his or her Companions within the Session, including damage to property of the Company or of third parties;
7) is obliged not to purchase Restricted Goods for, and not to allow Restricted Goods to be provided to, persons who are not entitled to acquire or use them under applicable law.
3. When using the App, the User has the following obligations:
1) not to perform, directly or indirectly, any of the following actions: to use or attempt to use automated systems to extract data from the App ("screen-scraping"); to infect or attempt to infect the App with viruses, worms or any other type of malicious software; to send unsolicited mail, spam, chain letters, unsolicited offers or advertisements of any kind and for any purpose through the functionalities of the App; to use or attempt to log in to an Account that does not belong to him or her; to access non-public areas of the App;
2) to use the App in accordance with these Terms and in compliance with Applicable Law and good morals;
3) when creating an Account, when providing payment instrument details, during age verification or subsequently when using the App and the Store, to provide true, complete, accurate and non-misleading information, and to create only one Account of his or her own;
4) to safeguard his or her login credentials for the App and not to disclose them to third parties. The Company shall not be liable if a third party accesses and uses a User's Account by means of his or her login credentials without his or her permission.
XII. Special Provisions for Consumers
The provisions of this Section XII apply where the User acts in the capacity of a consumer within the meaning of § 13, item 1 of the Supplementary Provisions of the Consumer Protection Act (CPA) – a natural person who acquires Goods which are not intended for carrying out a commercial or professional activity ("Consumer User"). They supplement the other provisions of the Terms and, in the event of conflict, prevail over them.
1. Statutory Guarantee of Conformity of the Goods
1.1 In accordance with the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods (ZPTsSTsUPS), the Company is liable to the Consumer User for any lack of conformity of the Goods which exists at the time of delivery of the Goods and which becomes apparent within 2 (two) years of their delivery. Unless proven otherwise, any lack of conformity which becomes apparent within 1 (one) year of the delivery of the Goods is presumed to have existed at the time of delivery, unless this presumption is incompatible with the nature of the Goods or of the lack of conformity.
1.2 The Goods are in conformity where they meet the requirements of the individual contract and the objective requirements for conformity under the ZPTsSTsUPS, including as regards description, type, quantity, quality, functionality, compatibility, interoperability, packaging, samples, usual purpose, durability, requirements declared in public statements of the Company and/or the manufacturer, etc.
1.3 In the event of a lack of conformity of the Goods, the Consumer User has the right to:
1) have the Goods brought into conformity by repair or replacement, without paying any costs (labour, materials, shipping, etc.);
2) receive a proportionate reduction of the price; or
3) terminate the contract and receive a refund of the price paid, under the conditions and in accordance with the procedure provided for in the ZPTsSTsUPS. Bringing the Goods into conformity by repair or replacement is carried out free of charge and within a reasonable time, without significant inconvenience to the User.
1.4 The Consumer User is entitled to a proportionate reduction of the price or to terminate the contract in the cases expressly provided for in the ZPTsSTsUPS, including where the Company has not carried out the repair or replacement within a reasonable time, where a lack of conformity appears despite the Company's actions to bring the Goods into conformity, where the lack of conformity is so serious as to justify an immediate price reduction or termination of the contract, or where the Company has declared that it will not bring the Goods into conformity within a reasonable time and without significant inconvenience to the User.
1.5 In addition to the statutory guarantee of conformity, the manufacturer of the Goods may provide a commercial guarantee, the content of which is determined by the respective manufacturer. The commercial guarantee does not affect or limit the rights of the Consumer User under Applicable Law.
2. Complaints and Refunds
2.1 The Consumer User may lodge a complaint in connection with:
1) a lack of conformity of Goods purchased in the Store;
2) incorrect recording of Goods in the basket – i.e. charging for an item of Goods that was not taken, or charging for a quantity different from the quantity taken;
3) incorrect charging of prices or other issues related to payment.
2.2 A complaint may be submitted:
1) through the complaints functionality in the App;
2) at the commercial establishment where the goods were purchased, as well as at any of the seller's commercial establishments in the territory of the country where a commercial activity similar to that carried out at the establishment where the goods were purchased is performed – in accordance with the Company's instructions on how to submit the complaint;
3) at the Company's address of management.
2.3 In the complaint, the Consumer User states: the subject of the complaint, the specific claim (repair, replacement, price reduction, termination of the contract, refund), identification of the Session/purchase (date, time, Store) and contact details. Where possible, evidence is also attached.
2.4 The Company examines the complaint within the statutory time limits and takes the appropriate action. In the case of a complaint concerning incorrect recording of Goods, the Company checks the Session data, the Technology Partner's events and the payment result and, where necessary, the available CCTV recordings. Recordings from the AI cameras are not stored. In the event of a problem with a beverage, the event from the coffee machine is also checked. The User is notified of the outcome of the complaint via the App and/or by e-mail.
2.5 If a complaint concerning incorrect charging is upheld, the amount is refunded to the payment instrument used.
3. Right of Withdrawal
3.1 Contracts for the purchase of Goods in the Store under Section V, item 4 are concluded at the Company's commercial establishment, and not at a distance or off-premises. For the avoidance of doubt, the User's rights under Section XII, item 1 (statutory guarantee of conformity) and item 2 (complaints) are applicable and may be exercised irrespective of the place where the sales contract is concluded.
3.2 The contract under these Terms, concluded in accordance with Section III, is a distance contract concluded upon registration of an Account in the App. The right of withdrawal within a 14-day period from registration applies to this contract, unless the User has given explicit consent for the contract to be performed before the expiry of that period, in which case the User loses his or her right of withdrawal pursuant to Article 57, item 13 of the CPA. By accepting these Terms, the User gives such explicit consent and confirms that he or she has been informed of the loss of the right of withdrawal.
3.2.1 In the event of amendment of the Terms, the User has the right to terminate the contract without compensation or contractual penalty as described in Section XIII.
3.2.2 The Consumer User may close his or her Account at any time in accordance with Section IV, item 4.
4. Protection of Consumer Rights
4.1 Nothing in these Terms may be interpreted as excluding, limiting or worsening the position of the Consumer User compared with his or her rights under the Consumer Protection Act, the Act on the Provision of Digital Content and Digital Services and on the Sale of Goods and other Applicable Law. Any clause that contradicts the mandatory provisions of the law is deemed null and void and is replaced by the corresponding statutory provision.
4.2 The User may refer to the Consumer Protection Commission in the event of a violation of his or her rights under the CPA, as well as to the Commission for Personal Data Protection on matters concerning the processing of his or her personal data.
XIII. Amendments to the Terms and Conditions
1. The Company has the right to unilaterally amend these Terms. The User is notified of the amendments by a message sent to the e-mail address registered in the Account and/or by a visible message in the App, no later than 30 (thirty) days before the amendment enters into force, unless a shorter period is permissible under Applicable Law.
2. The text of the amended Terms is made available in the App in a manner that allows it to be stored and reproduced.
3. If You do not agree with the amendment, You have the right to terminate the contract with the Company without compensation or contractual penalty by sending us a written notice within 30 (thirty) days of receipt of the notification of the amendment. The contract is terminated upon our receipt of the notice, without prejudice to the rights and obligations of the parties that arose up to the moment of termination, including obligations to pay for purchased Goods.
4. If You do not notify the Company of Your disagreement within the specified period, You are deemed to be bound by the amended Terms.
5. The provisions of this Section XIII do not apply where the amendment of the Terms results from changes in Applicable Law or from an order or instruction issued by a competent authority. In such cases, the amendment enters into force within the time limits set by the relevant act or authority.
XIV. Termination of the Contract
1. The contract under the Terms concluded between You and ZERO SHOP OOD is terminated in any of the following cases:
1) deletion of Your Account at Your request in accordance with Section IV, item 4;
2) deletion or blocking of Your Account by us in the cases provided for in Section X, item 2;
3) discontinuation of the maintenance and operation of the App and/or the Store by us as provided for in Section X, item 1.3;
4) unilaterally by ZERO SHOP OOD, with one month's notice to You;
5) in other cases provided for in Applicable Law.
2. Upon termination of the contract under the Terms, You lose access to the App and its functionalities, as well as the ability to use the Store.
XV. Liability
1. The Company exercises due care to ensure that the App, the Store and the services provided through them are available without interruption and are of the quality that the User may reasonably expect. The Company does not guarantee that the App and/or the Store will operate without interruption at all times, including due to the need for technical maintenance, updates, force majeure or other reasons beyond its control.
2. The Company is liable for damage resulting from its non-performance or delayed performance in accordance with Applicable Law. The Company shall not be liable for:
1) damage caused by acts or omissions of the User or of third parties who are not under the control of the Company;
2) temporary interruption of the services due to problems with electronic communications networks, internet providers, mobile operators or other providers beyond the control of the Company;
3) damage resulting from unauthorised access to the User's Account as a result of the disclosure of the login credentials by the User or of non-compliance with the security rules;
4) damage resulting from the use of third-party services (including those of the Technology Partner, the Payment Provider, etc.), where such services are based on independent contractual relations between the User and the respective third party.
3. The limitations under item 2 do not apply where the damage has been caused intentionally or through gross negligence on the part of the Company, nor where this would be contrary to Applicable Law, including the consumer protection provisions.
4. The User undertakes to compensate the Company for damage caused as a result of a breach of these Terms and/or of Applicable Law, including damage caused by his or her Companions.
XVI. Intellectual Property Rights
1. All intellectual property rights in the App, its elements (including software code, databases, user interface, design, graphic elements), the "Zero Shop" trade mark, the logos, the marketing materials and all other intellectual property objects used in the Store or in the App belong to the Company or to third parties who have granted the Company the right to use them.
2. The User may not copy, reproduce, distribute, modify, decompile, reconstruct or otherwise use the intellectual property objects referred to in item 1 without the prior express written consent of the Company or of the respective right holder.
3. Upon acceptance of these Terms, the User is granted a limited, non-exclusive, non-transferable and revocable right to use the App and the Store for their intended purpose and in accordance with the Terms.
XVII. Personal Data Protection
1. In providing the services under these Terms, the Company processes the personal data of Users in accordance with Regulation (EU) 2016/679 (GDPR), the Personal Data Protection Act and other Applicable Law.
2. Detailed information on the categories of personal data processed, the purposes of and legal bases for the processing, the recipients of the personal data, the retention periods, the rights of data subjects and the ways in which they can be exercised is contained in the Privacy Policy, which is available in the App and forms an integral part of these Terms.
3. The processing of Biometric Data for the purposes of age verification via Didit is carried out solely on the basis of the User's explicit, informed consent, given as an electronic statement before the start of the check, which may be withdrawn at any time. The check via Didit is carried out once per User. From it, the Company receives only the date of birth and sex. Shopping without such a check is possible, but without access to the alcohol cabinet.
4. The Company may send the User marketing messages by means of push notifications in the App and/or by SMS to the registered telephone number, under the conditions of, and where there is a legal basis under, Applicable Law.
XVIII. Final Provisions
1. Notices
1.1 Notices between the Parties to the contract may be sent: (i) by the Company to the User – by a message in the App, by e-mail to the address registered in the Account or by SMS to the registered telephone number; and (ii) by the User to the Company – by e-mail to tech@zeroshop.bg, through the communication functionalities in the App or in writing to the Company's address of management.
1.2 Notices sent by e-mail are deemed to have been received at the moment they enter the system of the addressee's mail service provider; notices published in the App – at the moment of publication.
2. Transfer of Rights and Obligations
2.1 The Company has the right to transfer, in whole or in part, its rights and obligations under these Terms to a third party, including in the event of a transformation or a transfer of the commercial enterprise or part thereof. The User is notified of the transfer via the App and/or by e-mail.
2.2 The User may not transfer his or her rights and obligations under these Terms without the prior written consent of the Company.
3. Invalidity
3.1. Should any clause of these Terms prove to be invalid or unenforceable, this does not entail the invalidity or unenforceability of the remaining clauses. The invalid clause is replaced by the relevant mandatory provision of law or by another clause that corresponds as closely as possible to the original intention of the parties and to the law.
4. Governing Law and Dispute Resolution
4.1. Bulgarian law applies to these Terms and to the relationship between the User and the Company.
4.2. Disputes between the parties are resolved in a spirit of mutual understanding. Where an out-of-court settlement is not possible, the dispute is referred for resolution to the competent Bulgarian court in Sofia, without prejudice to the rights of the Consumer User to bring his or her claim before the court of his or her permanent address.
5. Entry into Force
5.1 These Terms enter into force on 10 October 2026 and apply to all contracts between the User and the Company concluded on or after that date.