Terms of use

Terms of use of the online food ordering and delivery platform · Version 30 August 2026 · Effective from 30 August 2026

These Terms form a contract between you and the Trader. Please read them carefully before placing an order. We draw your particular attention to Section VIII on cancelling an order and on the absence of a right of withdrawal for prepared food.

I. Subject matter and information about the Trader

1.1. These Terms of use (the “Terms”) govern the relationship between „Ив Корект 69“ ООД, referred to below as the “Trader”, the “Pizzeria” or “we”, and any individual who uses the Pizza Rezvaya online platform (the “Site”, the “Platform”) to view the menu, create an account and/or place an order for food and drinks for delivery or pickup (the “Customer”, “you”).

1.2. Information about the Trader, provided under Article 4 of the Bulgarian Electronic Commerce Act and Article 47 of the Bulgarian Consumer Protection Act (the “CPA”):

1.3. Competent supervisory authorities:

• Bulgarian Commission for Consumer Protection (CCP) — 1 Vrabcha Str., 1000 Sofia, Bulgaria; National consumer hotline 0700 111 22; info@kzp.bg; kzp.bg
• Bulgarian Commission for Personal Data Protection (CPDP) — 2 Prof. Tsvetan Lazarov Blvd., 1592 Sofia, Bulgaria; tel. 02 915 3 518; kzld@cpdp.bg; cpdp.bg
• Bulgarian Food Safety Agency (BFSA) and its Burgas regional directorate; tel. 0700 122 99 — for food safety and hygiene matters.

1.4. Definitions:

Establishment

The premises under clause 1.2 where the food is prepared and from which it is dispatched.

Delivery Zone

The geographic area under clause 7.2 within which the Trader delivers.

Order

The Customer’s request for specific menu items, submitted through the Platform.

Account

The personalised part of the Platform, accessible after signing in with a one-time code.

Opening hours

Monday – Saturday, 11:00 – 21:00; closed on Sunday, unless stated otherwise on the Site.

1.5. The service is intended for individuals acting as consumers within the meaning of the CPA who are at least 18 years old and have legal capacity. By placing an Order you confirm that you meet these requirements.

II. Acceptance and amendment of the Terms

2.1. The Customer accepts these Terms by expressly ticking the relevant box when creating an account and for each individual Order. The box is not pre-ticked and acceptance is not inferred from inaction. The Trader records the date, time and version of the Terms accepted as evidence of consent.

2.2. The Trader may amend the Terms following changes in legislation, in the services offered, in payment methods or in the organisation of delivery. The current version is published at this address, stating its effective date.

2.3. Each Order is governed by the version of the Terms in force at the time it is placed. Later amendments do not affect contracts already concluded. Previous versions are available on request.

2.4. The Terms are available at this address in a form that allows them to be stored and reproduced. If you do not accept the Terms, you should not use the Platform to place Orders.

III. Registration and user account

3.1. Placing an Order through the Platform requires signing in to an Account. Orders placed by phone on 0875 40 45 45 do not require registration.

3.2. Registration uses an email address. Sign-in is via a one-time code sent to that address — the Platform does not use passwords. The code is valid for 10 minutes and allows up to 5 attempts, after which a new code must be requested.

3.3. The Customer must provide accurate, complete and current data and keep it up to date. The Customer is responsible for securing access to their mailbox and for all actions taken through their Account.

3.4. The following are prohibited:

• using another person’s personal data, email address or phone number;
• creating multiple accounts in order to reuse a promotion, discount or voucher;
• placing Orders without the intention of accepting and paying for them (“fake orders”);
• placing Orders by automated means.

3.5. The Trader may restrict or terminate access to an Account in the event of a breach of clause 3.4, repeated failure to accept delivered Orders, abusive or aggressive behaviour towards staff, or a reasonable suspicion of abuse. The Customer will be notified unless this is objectively impossible or would hinder the prevention of abuse.

3.6. The Customer may delete their Account at any time from the “Account” section, after confirmation with a code sent by email. Deletion terminates access and erases sign-in data and saved addresses. Data on Orders already fulfilled is retained for the periods set out in the Privacy policy, to the extent necessary to comply with accounting and tax obligations.

IV. Menu, prices and food information

4.1. The range, ingredients, sizes and available extras are described on the Site. Product images are illustrative and the finished product may differ in appearance and arrangement of ingredients.

4.2. All prices are quoted in EUR and are final, inclusive of all taxes and charges. Under Article 15(2) of the Bulgarian Act on the Introduction of the Euro, the dual price display period ended on 8 August 2026; from 9 August 2026 the selling and payable price is quoted in euro.

4.3. The amount due is the amount shown in the Order summary immediately before you confirm it. The prices in force when the Order is placed are binding on both parties.

4.4. Delivery within the Delivery Zone is free and no minimum Order value applies, unless expressly stated otherwise on the Site. Any delivery charge or minimum value is announced in advance and shown in the Order summary before confirmation.

4.5. In the event of an obvious technical error in a published price or description, the Trader may refuse performance or offer performance at the corrected price. If the Customer does not accept the correction, the Order is cancelled at no cost to the Customer and any amounts paid are refunded in full.

Allergens and intolerances

4.6. In accordance with Article 9(1)(c) and Article 44 of Regulation (EU) No 1169/2011 on the provision of food information to consumers, and the Bulgarian implementing ordinance, information on the presence of the substances and products causing allergies or intolerances (Annex II to the Regulation, 14 categories) is provided in the menu on the Site and at the Establishment. Further information is available on request by phone before placing an Order.

4.7. Prepared food is intended for immediate consumption after receipt. We recommend consuming it within 2 hours. It is not intended for prolonged storage, freezing or reheating. After hand-over, responsibility for proper storage and for the fitness of the food passes to the Customer.

4.8. The availability of individual items may change during the day. The Trader may temporarily stop accepting Orders for a sold-out item or altogether, for technical or organisational reasons.

V. Orders and conclusion of the contract

5.1. An Order is placed through the following technical steps:

1. selecting items, size and extras and adding them to the cart;
2. reviewing the cart and adjusting quantities, sizes and extras;
3. choosing the fulfilment method — delivery or pickup;
4. entering name, phone and delivery address, or selecting a time slot if scheduled delivery is requested;
5. reviewing the Order summary and the total amount due;
6. accepting these Terms and confirming via the submit button.

5.2. Until the confirmation button is pressed, the Customer may correct all entered data and the contents of the cart, including any input errors.

5.3. A submitted Order constitutes an offer by the Customer to conclude a distance sales contract within the meaning of the CPA and the Electronic Commerce Act.

5.4. The contract is concluded at the moment the Platform displays a confirmation containing an Order number. Where applicable, the Customer also receives a confirmation at the email address provided. A mere acknowledgement of receipt that contains no Order number and no confirmation of acceptance does not create a contract.

5.5. The Trader may refuse to accept an Order, or cancel it before preparation begins, notifying the Customer by phone or email, where:

• the Establishment is closed or the Order was placed outside Opening hours;
• an item ordered is out of stock;
• the delivery address is outside the Delivery Zone;
• the data provided is incomplete, incorrect or inconsistent;
• the Customer cannot be reached on the phone number provided;
• there is a technical error in the price or description under clause 4.5;
• there is a reasonable suspicion of abuse, a fake order or a breach of clause 3.4;
• circumstances under clause 12.4 apply.

Where an Order is refused or cancelled under this clause, the Customer owes nothing and any amounts already paid are refunded in full within 14 days.

5.6. The contents of each Order are available to the Customer in the “Orders” section.

VI. Payment methods

6.1. All payments are made in EUR. The available payment methods are shown on the Platform when the Order is placed. A method that is not shown on the Platform is not available.

Payment on receipt

6.2. Payment on receipt is the primary payment method and is made:

• in cash — to the Trader’s member of staff on delivery, or at the counter for pickup; the Customer should be able to pay and the Trader to give change within reasonable limits;
• by bank card via a POS terminal — where a terminal is available with the delivering member of staff or at the Establishment. The availability of a POS terminal on delivery is not guaranteed for every Order; if in doubt, please confirm in advance by phone.

6.3. Where delivery is carried out using the Trader’s own vehicles and staff, payment on receipt is a direct payment to the Trader and does not constitute “cash on delivery” within the meaning of the Bulgarian Postal Services Act.

Cash on delivery

6.4. Cash on delivery applies only where delivery is carried out by a courier company and this option is announced on the Platform. In that case the amount is paid to the courier on receipt, subject to that courier’s own terms, and the Customer is informed in advance of any service fee, which is included in the total amount due.

Online card payment

6.5. Online card payment applies only where this option is active and expressly announced on the Platform. Where active, the following rules apply:

• the payment is processed by a licensed payment service provider; the Trader does not receive, process or store the full card number, expiry date, security code (CVV/CVC) or PIN;
• strong customer authentication (3-D Secure) is applied in accordance with the Bulgarian Payment Services and Payment Systems Act and Directive (EU) 2015/2366;
• the Order is accepted after confirmation of successful authorisation from the payment provider;
• if payment fails, the Order is not deemed placed; the Customer may retry or choose payment on receipt;
• refunds are made to the same payment instrument and by the same means, unless the Customer expressly agrees otherwise, within 14 days of the refund becoming due.

Payment documents

6.6. On receipt of the Order the Customer is issued the payment document required by law. An invoice is issued on express request, where invoicing details are provided before the Order is completed.

6.7. If the Customer refuses to pay the amount due, the Trader does not hand over the Order and clause 7.6 applies.

VII. Delivery and pickup

7.1. Orders are prepared at and dispatched from: RUM Rezvaya, Meden Rudnik, Burgas. Opening hours: Monday – Saturday, 11:00 – 21:00; closed on Sunday. Changes to Opening hours, including on public holidays, are announced on the Site.

Geographic coverage

7.2. The Trader delivers within a Delivery Zone with a radius of up to 5 km from the Establishment, covering mainly the Meden Rudnik district and adjacent areas of Burgas. Whether an address falls within the Zone is checked automatically on entry, based on its geographic coordinates. If the address is outside the Zone, a delivery Order cannot be completed; pickup remains available. The Trader may change the extent of the Zone, and any change is reflected on the Platform.

Delivery times

7.3. The times shown on the Platform — approximately 40 minutes for delivery and 20 minutes for pickup — are indicative, are calculated automatically and assume normal operating conditions. They do not constitute an agreement on a fixed time for performance. The time runs from confirmation of the Order.

7.4. Where the “Deliver at a chosen time” option is active, the Customer selects a 1-hour slot within Opening hours. The Trader makes reasonable efforts to deliver within the chosen slot. Slots that have passed, and slots for which performance is not technically possible, are not shown.

Customer obligations on delivery

7.5. The Customer undertakes:

• to provide a precise and complete address, including entrance, floor, flat and access code where relevant;
• to be at the address within the notified time or the chosen slot;
• to keep the phone number provided reachable;
• to ensure unobstructed access to the entrance of the building.

The delivering member of staff is not obliged to wait at the address for more than 10 minutes after arrival and after at least two attempts to make contact by phone.

Failed delivery

7.6. If the Customer cannot be found at the address provided, does not answer the phone after at least two attempts, or refuses to accept the Order without grounds under Section IX, the Order is deemed unfulfilled for reasons attributable to the Customer. Prepared food cannot be offered again for hygiene and health reasons and the amount due for it remains payable. Any amount prepaid is not refunded in this case.

7.7. Where the conduct under clause 7.6 is repeated, the Trader may refuse to accept future Orders from that Customer with payment on receipt, or require payment in advance.

Delay

7.8. The Trader notifies the Customer once a material delay becomes known. The Trader is not liable for delay caused by:

• an incorrect, incomplete or imprecise address;
• inability to reach the Customer, or lack of access to the building;
• extreme weather, road restrictions, street closures, heavy congestion or road accidents;
• interruption of electricity, water supply, internet connectivity or payment systems;
• orders of a state or municipal authority;
• other circumstances under clause 12.4.

7.9. If delivery is delayed by more than 45 minutes beyond the indicative time notified, or beyond the end of the chosen slot, for reasons attributable to the Trader, the Customer may choose either:

• to refuse to accept the Order, owing no payment for it; or
• to accept the Order with a price reduction agreed with the Trader.

This clause provides an additional remedy in the Customer’s favour and does not limit their statutory rights.

Pickup

7.10. For pickup, the Order is held at the Establishment for up to 60 minutes after the notified ready time. After that period the food may be disposed of for hygiene reasons; any amount prepaid is not refunded and the Order is deemed unfulfilled for reasons attributable to the Customer.

7.11. The risk of accidental loss or deterioration of the food passes to the Customer upon its actual hand-over to the Customer or to a person indicated by them, at the address or at the Establishment.

VIII. Cancellation and right of withdrawal

Cancellation by the Customer

8.1. The Customer may cancel an Order at no cost and without giving reasons for as long as preparation has not begun — that is, before the dough has been shaped and the pizza placed in the oven, or before preparation of the relevant dish has started.

8.2. Cancellation is requested by phone on 0875 40 45 45, quoting the Order number. This is the fastest and the only reliable method, because preparation starts within minutes of confirmation. Our staff will tell you immediately whether preparation has begun.

8.3. Once preparation has begun, the Order cannot be cancelled. If the Customer nonetheless refuses to accept it, clause 7.6 applies and the amount due remains payable.

8.4. Where “Deliver at a chosen time” has been selected, the Order may be cancelled no later than 60 minutes before the start of the chosen slot, as preparation will not usually have begun by then.

Right of withdrawal from a distance contract

8.5. Under Article 57, items 4 and 3 CPA, the 14-day right of withdrawal from a distance contract under Articles 50 – 56 CPA does not apply to food prepared to Order. Prepared food is not taken back and its price is not refunded on the ground of a right of withdrawal.

8.6. The exclusion under clause 8.5 does not affect the Customer’s rights where what was delivered does not conform to what was agreed. Those rights are exercised under Section IX.

8.7. Pre-packaged goods with a long shelf life. For soft drinks and other pre-packaged items delivered in their original, unopened and undamaged packaging, the Customer has a right to withdraw from the contract within 14 days under Article 50 CPA. Withdrawal is declared in writing at the email address provided, including by means of the standard withdrawal form annexed to the CPA. The goods are returned in their original packaging, with the direct cost of return borne by the Customer unless the Trader has agreed to bear it. The amount paid is refunded within 14 days of receipt of the withdrawal notice. The right does not apply to opened packaging which cannot be returned for reasons of hygiene or health protection — Article 57, item 5 CPA.

Cancellation by the Trader

8.8. The Trader may cancel an Order on the grounds in clause 5.5. In that case the Customer owes nothing and any amounts paid are refunded in full within 14 days.

IX. Complaints and disputes

9.1. The Customer may submit a complaint where what was delivered does not conform to what was agreed, including:

• a wrong or missing item;
• a wrong size;
• added or removed ingredients not respected;
• damaged packaging;
• food visibly unfit for consumption;
• a material deviation in the temperature of the food on receipt.

9.2. The Customer is entitled and encouraged to inspect the Order in the presence of the delivering member of staff, or at the counter, before accepting it.

Notification periods

9.3. Given the perishable nature of food and the ability to establish a non-conformity objectively, the Customer notifies the Trader:

• of visible non-conformities — on receipt or immediately thereafter, and in any event no later than 2 hours after receipt;
• of other non-conformities — immediately upon becoming aware of them.

Notification after these periods makes establishing the non-conformity difficult or objectively impossible, because the food is intended for immediate consumption. This clause governs how a non-conformity is established and evidenced and does not remove the Customer’s statutory rights.

Evidence

9.4. Until the complaint has been dealt with, the Customer retains the item and its packaging and provides, so far as possible, photographs of both. A complaint about food that has been fully consumed cannot be established and upheld unless the non-conformity is proven by other means.

How to complain

9.5. A complaint may be submitted:

• by phone on 0875 40 45 45 — the fastest route, allowing an immediate resolution;
• by email to contact@pizza-rezvaya.bg;
• in person at the Establishment.

When submitting a complaint, please state the Order number, the subject of the complaint, your preferred remedy and the amount claimed where applicable, together with contact details, and attach the documents on which the claim is based — payment document, Order confirmation, photographs.

9.6. A complaint may be resolved in one of the following ways:

• re-making and delivering the conforming item at no additional charge;
• replacement with another item of the same value;
• a price reduction corresponding to the non-conformity;
• a refund of the amount paid for the affected item;
• a credit or voucher for a future Order — only with the Customer’s express agreement.

9.7. The Trader responds to a complaint within 14 days of its submission and maintains a register of complaints received. On submission, the Customer receives a confirmation identifying the complaint.

9.8. The following are not considered well-founded complaints:

• subjective taste preferences where the Order was fulfilled exactly as placed;
• ingredients or extras expressly chosen by the Customer;
• deterioration due to late consumption or improper storage after hand-over of the Order;
• delay caused by circumstances under clause 7.8;
• a non-conformity claimed after the item has been fully consumed and without any evidence.

9.9. This Section does not limit the Customer’s rights as a consumer under Bulgarian and EU consumer law.

Out-of-court dispute resolution

9.10. The Trader seeks to resolve every dispute amicably. Failing that, the Customer may refer the matter to the conciliation commissions at the Bulgarian Commission for Consumer Protection (CCP) — national consumer hotline 0700 111 22, kzp.bg. For cross-border disputes, assistance is available from the European Consumer Centre Bulgaria.

9.11. The European Online Dispute Resolution (ODR) platform was discontinued on 20 July 2025 by Regulation (EU) 2024/3228, which repealed Regulation (EU) No 524/2013. The platform no longer accepts complaints and no reference is made to it.

9.12. Bulgarian law applies to matters not covered by these Terms. Disputes are resolved by the competent Bulgarian court, without prejudice to the Customer’s right to bring proceedings before the court of their domicile where the law so provides.

X. Loyalty, promo codes, vouchers and discounts

10.1. The rules in this Section apply only to programmes and campaigns that are active and announced on the Site at the time the Order is placed. The Trader determines whether and when a programme is active and announces this on the Platform.

Rezvaya Points loyalty programme

10.2. Where the programme is active, 10 points are credited for each fulfilled pickup Order, once a member of staff marks the Order as picked up. Points are visible in the Customer’s Account.

10.3. Points:

• are personal and non-transferable;
• are not money, are not a payment instrument and have no cash value;
• cannot be exchanged for cash, sold, gifted or transferred to another account;
• are redeemed in the manner and on the conditions announced on the Platform, where redemption is available.

10.4. Credited points are cancelled where:

• the Order is cancelled or not accepted under clause 7.6;
• the amount paid for the Order is refunded;
• the Account is deleted;
• abuse is established — fake Orders, multiple accounts held by one person, automated Order generation.

10.5. The Trader may change the accrual rate, introduce an expiry period for points or discontinue the programme, announcing this on the Site at least 30 days in advance. Points already credited may be used on the announced conditions until that period expires.

Promo codes and vouchers

10.6. Promo codes and vouchers:

• are valid only within the announced period, for the announced products or categories and on the announced conditions, including any minimum Order value;
• are limited to one per Order;
• are not combinable with other discounts or promotions unless expressly announced;
• are not redeemable for cash and no change is given in cash;
• cannot be applied after the Order has been confirmed;
• are personal where issued to a specific Customer; their resale, publication and transfer to third parties are prohibited, as is generating or using them by automated means.

10.7. Where an Order is cancelled or withdrawn under clause 8.7, the discount granted is not refunded in cash; where technically possible, the code is reinstated for single use within its original validity period.

10.8. The Trader may refuse to apply a code and cancel an Order where abuse is reasonably suspected, and may deactivate a code which, due to a technical error, grants a discount outside the announced conditions.

Campaign discounts

10.9. Campaign discounts — for example a lunchtime discount within a given time window — apply on the conditions announced for the relevant channel. The channel to which a campaign applies (the online Platform, phone orders or the Establishment) is stated expressly when the campaign is announced. Where a campaign applies on the online Platform, the discount is visible in the Order summary before confirmation; if no discount is shown in the summary, it has not been applied.

10.10. Whether a time-window discount applies is determined by the time the Order is placed, not by the time of delivery or pickup. Discounts are not applied retroactively to Orders already confirmed.

XI. Acceptable use and intellectual property

11.1. When using the Site, the following are prohibited:

• placing fake Orders and using another person’s data;
• automated access, data extraction and systematic copying of content, beyond ordinary indexing by search engines;
• actions that endanger the security, integrity or availability of the Platform;
• circumventing technical restrictions and anti-abuse measures;
• introducing malicious code or any action aimed at overloading the service.

11.2. The content of the Site — text, images, design, logo, names, menu structure, databases and software — is protected by copyright and/or trade mark rights owned by the Trader or used by it on a lawful basis. Reproduction, distribution, public performance and any commercial use of the content without prior written consent are prohibited. Ordinary personal use — viewing pages and sharing links to them — is permitted.

11.3. In the event of a breach of this Section, the Trader may suspend access to the Platform and claim compensation for damages under the general rules.

XII. Liability and availability of the service

12.1. The Trader makes reasonable efforts to keep the Platform continuously available but does not guarantee uninterrupted or error-free operation. Planned and unplanned interruptions relating to maintenance, hosting, internet connectivity or power supply are possible.

12.2. The Trader is not liable for:

• data entered inaccurately or incompletely by the Customer;
• unavailability of the phone number or email address provided by the Customer, including messages being filtered as spam;
• acts and services of third parties outside the Trader’s control — internet providers, payment institutions, card issuers, courier companies, map and email service providers;
• circumstances under clause 12.4.

12.3. The Trader’s liability for non-performance of a given Order is limited to the value of that Order. This limitation does not apply in cases of intent or gross negligence, damage to life or health, or any other case in which limiting liability is not permitted under mandatory rules. These Terms neither limit nor exclude consumer rights conferred by law.

12.4. Neither party is liable for non-performance caused by force majeure — extraordinary circumstances that could not have been foreseen or prevented, including natural disasters, extreme weather, fire, failure of the electricity or water supply or of internet connectivity, epidemics and related measures, strikes, acts of war, acts of terrorism, and acts of state or municipal authorities. The affected party notifies the other within a reasonable time.

XIII. Personal data and cookies

13.1. The Trader processes Customers’ personal data as a controller under Regulation (EU) 2016/679 (GDPR) and the Bulgarian Personal Data Protection Act. Detailed information on purposes, legal bases, retention periods, recipients and data subject rights is available in the Privacy policy.

13.2. Information on the cookies and similar technologies used, and on how to manage and withdraw consent, is available in the Cookie policy.

13.3. Providing a name, phone number and delivery address is necessary for performance of the contract. Without this data a delivery Order cannot be fulfilled.

XIV. Final provisions

14.1. Communications between the parties are made using the email address and phone number stated in the Account and the Trader’s contact details under clause 1.2. The Customer must keep this data up to date.

14.2. The invalidity of an individual clause of these Terms does not render the remaining clauses or the contract as a whole invalid. An invalid clause is replaced by operation of law with the corresponding mandatory rule.

14.3. Matters not covered by these Terms are governed by applicable Bulgarian legislation, including the Consumer Protection Act, the Electronic Commerce Act, the Obligations and Contracts Act, the Act on the Supply of Digital Content and Digital Services and the Sale of Goods, Regulation (EU) 2016/679, the Personal Data Protection Act, the Electronic Communications Act, the Food Act and Regulation (EU) No 1169/2011.

14.4. This version of the Terms is effective from 30 August 2026. Previous versions are available on request using the contact details in clause 1.2.