Terms & Conditions

GENERAL TERMS AND CONDITIONS OF USE of Domestina

Last update date: 05.08.2025

1. General provisions

1.1. Domestina.bg ("Platform") is an online information and intermediary platform owned by Domestina DPK ("Domestina"), through which individuals and legal entities can create a profile and offer cleaning and housekeeping services ("Contractors") to other users seeking such services ("Clients"). Domestina DPK is registered under the Commercial Code of the Republic of Bulgaria, with UIC 208215398, VAT number BG208215398, and has certificate No. 431854 as a personal data administrator. Address: Sofia 1407, Lozenets district, 28 Rilski Ezera Str., email: info@domestina.bg .

1.2. The Platform functions as a technological intermediary that facilitates the connection between Clients and Contractors through the publication of profiles, the possibility of online booking and communication, as well as the processing of payments through licensed payment service providers.

1.3. Domestina Bulgaria OOD does not provide cleaning or housekeeping services on its own behalf and does not act as an agent, representative, employer or contractor of the Contractors. All Contractors act independently and at their own risk.

1.4. The use of the Platform does not create an employment, civil, agency or other contractual relationship between Domestina and the Contractors or Clients.

2. Types of services

2.1. The platform facilitates the presentation and booking of two main types of services:

• Professional services provided by registered legal entities (cleaning companies) that operate in accordance with the current commercial, tax and labor legislation of the Republic of Bulgaria;
• Services provided by individuals – registered as self-employed persons, freelancers or persons providing unregistered services under Article 9 of the Personal Income Tax Act, who are personally responsible for their administrative and tax status.

2.2. The Platform does not guarantee, does not verify and is not responsible for:

• (a) the legal capacity, registration or legal status of the Contractors;
• (b) compliance by the Contractors with tax, social security and labor law requirements;
• (c) the quality, safety or final result of the services provided.

3. Obligations and responsibilities of the Contractors

3.1. Each Contractor who registers on the Platform declares that:

• (a) has the necessary legal grounds to perform the relevant service in the Republic of Bulgaria;
• (b) is fully responsible for registering with the National Revenue Agency, submitting declarations and paying taxes and social security contributions;
• (c) manages the relationship with the Clients himself – including quality of performance, compliance with agreements and dispute resolution;
• (d) acts as a sole trader or individual and does not represent Domestina.

3.2. Domestina has the right to request, if necessary, documents certifying the legal status of the Contractor - such as a Certificate from the National Revenue Agency, VAT registration, labor contract, license, etc. In case of refusal or lack of such documents, access to the Platform may be limited or terminated.

3.3. The Contractor shall be fully liable for any sanctions, fines or claims from government authorities or third parties arising from unlawful activity, without the right to claim against Domestina.

4. Identification and registration. Personal data

4.1. Domestina Bulgaria OOD identifies Users by storing a cookie (identification code) in their browser.

4.1.1. After registration, Domestina has the right to collect and use personal information, including name, surname, address, telephone and other data voluntarily provided by the User.

4.1.2. Identification via a Google account is possible on the site.

4.2. Domestina guarantees the protection of personal data, except in cases of force majeure, accident or malicious actions by third parties.

4.2.1. The registration form indicates which data is mandatory or voluntary and describes the consequences of refusal.

4.2.2. Whenever there is a legal obligation, Domestina may provide personal data to competent authorities.

4.3. By accepting the General Terms and Conditions, the User agrees to the processing of personal data for the purposes of the contract and direct marketing.

4.4. Registration is carried out via an electronic form, agreement to the General Terms and Conditions and a declaration of legal capacity.

4.4.1. By clicking the "Register" button, the user makes an electronic statement that has legal force under Bulgarian law.

4.4.2. The user is obliged to provide accurate data and update it within 7 days of any change. If incorrect data is provided, Domestina may terminate the service and the registration.

4.5. Upon registration, the User receives a unique username and password.

4.5.1. The username only gives the right to use the platform, nothing else.

4.5.2. A representative of a legal entity enters appropriate data; incorrect information may deny access.

4.5.3. The user is obliged to keep his password safe and to notify Domestina in case of unauthorized access.

4.5.4. A user can access the services via a username and password or registration via Google.

4.5.6. The user can change their personal data online at any time.

5. Clients' Obligations

5.1. Clients use the Platform at their own risk and assess for themselves whether a Contractor meets their needs.

5.2. Domestina is not responsible for the actions or omissions of the Contractors, including non-appearance, poor quality, material damage, theft, lack of documents or incorrect attitude.

5.3. The Client is responsible for requesting documents in case of doubt regarding the legitimacy of the Contractor.

6. Relationships between Clients and Contractors

6.1. The reservation through the platform creates a contractual relationship exclusively between the Client and the Contractor.

6.2. Domestina is not a party, guarantor or co-debtor in these relations and is not liable for any default, disputes or damages.

6.3. All disputes, refunds, claims and other requests shall be settled directly between the Client and the Contractor. Domestina may facilitate communication, but is not obligated to.

7. Limitation of liability

7.1. Domestina is not liable - direct, indirect, contractual or tortious - for:

• (a) the legal status or administrative registration of the Contractors;
• (b) the legality of their activities;
• (c) the quality, safety or effectiveness of the services;
• (d) damages to Customers or third parties when using the Platform;
• (e) tax or social security obligations of any party.

7.2. Domestina does not monitor or verify the actions of users and is not responsible for the content published by them.

7.3. The Platform is provided "as is" and Domestina does not guarantee uninterrupted, error-free and secure operation.

7.4. To the maximum extent permitted by law, Domestina and its affiliates are released from any and all claims and liabilities related to the use of the Platform.

8. Inspection and verification

8.1. Domestina may offer voluntary verification of Contractors by submitting documents. This verification has no legal value and does not guarantee compliance with the requirements of the law.

8.2. Customers should use their own judgment, even with "Verified" status.

9. Termination and sanctions

9.1. Domestina reserves the right to terminate the access of a user who:

• (a) violates these Terms and Conditions;
• (b) provides false or misleading information;
• (c) is suspected of illegal activity;
• (d) uses the Platform to conceal illegal employment.

10. Online sales policy

10.1. Access to the Order Submission Platform is permitted to any registered user.

10.2. When making an online payment, Domestina is not responsible for any fees, commissions or exchange rates charged by the Customer's bank. Any additional costs are at the expense of the Customer.

10.3. The Customer may post opinions about the services and contact Domestina via the contact forms. Obscene or inappropriate messages may be removed or ignored.

10.4. Domestina may publish advertising or promotional information about the services for certain periods.

10.5. All prices are final, in Bulgarian leva (BGN), including VAT and other legally required taxes.

10.6. Communication with Domestina is carried out through the specified contact forms.

10.7. After performing a service, the Client receives an evaluation form to the email address with which his profile was registered.

11. Changes to the General Terms and Conditions

11.1. Domestina has the right to change the General Terms and Conditions at any time. They shall enter into force from the moment of publication.

11.2. In case of significant changes, users may be notified via email or system message.

12. Intellectual and industrial property

12.1. The content of the Platform – logos, graphics, texts, etc. – is the exclusive property of Domestina Bulgaria OOD.

12.2. All rights to the content are reserved, whether original or licensed.

12.3. The Client may use the content only for personal, non-commercial purposes, unless otherwise expressly agreed in writing.

12.4. The Client may use the content for commercial purposes only after written consent. Unauthorized use is considered an infringement.

12.5. Submitting or referencing content does not constitute consent to its use in other ways.

12.6. Any use of the content for purposes other than those expressly permitted is prohibited.

13. Privacy

13.1. The Customer/User agrees that his/her personal data may be used for account maintenance, order fulfillment, invoicing, dispute resolution, promotional messages, marketing campaigns and market research.

13.2. The Client grants Domestina unlimited access to materials and information that it sends to the Contractor or through the platform. Domestina may use, publish and distribute this information. This is not subject to any confidentiality requirement.

13.3. Customers agree to be contacted by Domestina or partner Contractors.

14. Cancellation of contract and replacement

14.1. The consumer has the right to withdraw from the contract without reason within 14 days from the date of conclusion of the contract.

14.2. The user can change paid visits up to 48 hours before 00:00 on the date of the service. After that, fees apply according to the terms. Cancellation after 19:00 on the day before the visit is not possible and the cost of the visit will be charged.

14.3. With FIX subscription: right to one free postponement for every 4 visits, up to 3 postponements in total. If the limit is exceeded or <48 hours before the visit, a fee is charged. Postponement after 19:00 the day before – not possible.

14.4. Cancellations and changes are made only through the user profile.

14.5–14.6. Domestina publishes a withdrawal form online and sends confirmation to the user on a durable medium (email).

14.7. Unless otherwise specified in the Contractor's General Terms and Conditions, the fee for canceling a visit is 15 BGN.

14.8. There is no right of withdrawal for services that have been performed entirely with the prior consent of the consumer and after he has notified that he will lose the right of withdrawal after performance.

15. Complaints

15.1. The User has the right to complain about any non-compliance of the service with the agreement. Domestina provides access to the platform, but has no obligation to resolve disputes between the Client and the Contractor - such disputes are addressed directly to the Contractor.

15.2. Anyone can file a claim regardless of whether a commercial guarantee has been issued.

15.2.1. For Domestina Club members:

• The guarantee is valid for 48 hours after the end of the service.
• The client receives an evaluation form by email.
• The contractor proposes a new time or correction.
• If access is not provided, the warranty is void.
• Does not include cash back.
• Does not apply to "Domestic Helpers".
• Failure to comply will result in the Contractor's position being lowered on the platform.

15.3. Complaints are submitted by telephone or email, with Domestina providing access to a form.

15.3.1. The client indicates the subject of the complaint, method of satisfaction, requested amount and contact details.

15.3.2. Must attach documents (invoice, protocol, act, others).

15.4. The submitted complaint does not prevent the filing of a claim.

15.5. Domestina maintains a register of complaints and sends confirmation with a number and type of service.

15.5.1. Upon satisfaction, Domestina issues a certificate in two copies, one of which is provided to the Client.

16. Unilateral termination

16.1. Domestina has the right to unilaterally terminate the contract without notice in case of use in violation of the General Terms and Conditions, the law or moral norms.

17. Termination and cancellation of the contract

17.1. The contract shall also be terminated upon cessation of Domestina's activities or closure of the site.

17.2. In all other cases, either party may terminate the contract with one week's notice in the event of non-performance.

17.3. The written form is complied with by email, click on a button, checkbox or similar, if the statement is technically remembered.

18. Regulatory authorities

18.1. Regulatory authorities are:

• KZP: Sofia, Slaveykov Square No. 4A, floors 3, 4 and 6; tel. 0700 111 22; email: info@kzp.bg
• CPDP: Sofia 1592, 2 Prof. Tsvetan Lazarov Blvd.; tel. 02/91‑53‑518; email: kzld@cpdp.bg

19. Dispute Resolution

19.1. Users may use the European Online Dispute Resolution (ODR) platform at ec.europa.eu/odr.

19.2. ADR is an out-of-court conciliation procedure.

19.3. Conciliation committees assist in disputes between consumers and traders.

19.4. The competent commission for Domestina is the General Conciliation Commission at the Civil Procedure Code with headquarters in Sofia (Sofia District, Sofia City, Sofia District, Kyustendil, Pernik).

19.5. A list of ADR bodies in the EU is available at webgate.ec.europa.eu/odr/main/index.cfm?event=main.adr.show.

20. Rescue clause

20.1. If any clause is declared invalid, the remaining clauses shall remain valid. The invalid clause shall be replaced by law or established practice.

21. Applicable law and competent court

21.1. The applicable law is Bulgarian.

21.2. Disputes shall be considered by the competent court in the city of Sofia, unless the law provides otherwise.

22. Contact

For questions, reports or complaints regarding these General Terms and Conditions, you can contact us at: info@domestina.bg