Terms and conditions of using Rezzo

GENERAL TERMS OF USE OF THE WEBSITE WWW.REZZO.BG

§1. These General Terms of Use of the website https://www.rezzo.bg (hereinafter referred to as REZZO.BG) regulate the relationship between “HEPINES” Ltd. and any natural person – USER, wishing to use the mediation of REZZO.BG to reserve and/or purchase a service offered for sale by a third party (merchant, etc.) through REZZO.BG.
REZZO.BG is a website managed by “HEPINES” Ltd., through which legal entities operating commercial and other establishments on the territory of the Republic of Bulgaria offer for reservation and/or sale services to natural persons – buyers, registered (with a user profile or as a guest) as USERS on REZZO.BG.
“HEPINES” Ltd. is a commercial company registered in the Registry Agency – Commercial Register with UIC: 103279218, with headquarters and management address in Varna, Primorski district, Levski residential area, Rosa street №25, which through the website it administers REZZO.BG mediates between USERS on the one hand, and on the other hand – third parties (merchants, etc.) offering for reservation and/or sale services in their commercial and other establishments.
“USER” means any natural person who wishes to reserve and/or purchase through REZZO.BG a service offered for sale by a third party (merchant, etc.), as well as any person who browses and accesses any part of the content of the REZZO.BG website.

§2. These General Terms shall be considered known and accepted by the USER by their explicit consent, given by ticking the checkbox “I agree to the Terms of Use” during their registration on REZZO.BG (with a user profile or as a guest), as well as by accessing any part of the content of the REZZO.BG website.

§3. The rights and obligations of “HEPINES” Ltd. and USERS concerning the different types of services provided through REZZO.BG are set out in separate sections of these General Terms.

§4. “HEPINES” Ltd. has the right to amend these General Terms at any time, with the amendments becoming effective immediately for the USERS upon notification by generating a message in their user profile on REZZO.BG or by sending a message via email.

§5. The REZZO.BG website and the graphic/text data and information contained therein are the intellectual property of “HEPINES” Ltd., and no one has the right to use, copy, distribute, store, or use any part of REZZO.BG and its contents without its explicit written consent.

§6. These General Terms were adopted by “HEPINES” Ltd. on 24.04.2014 (they were supplemented on 22.05.2018 regarding the Privacy Policy section; supplemented on 22.04.2019 regarding Section II – Conditions for purchasing electronic theatre tickets through REZZO.BG; amended on 16.08.2019; supplemented on 07.05.2025 regarding guarantee via credit/debit card of reservations made by phone in an establishment).

§7. Every user of this website is obliged to read and comply with the rules and conditions for the use of the services and informational materials provided by the website. The website administrator is not responsible for damages resulting from the use or inability to use the website. You may not use any information (text or image) from this website without explicit written permission from the owners and/or administrators of the website.

SECTION I. Conditions for making reservations and purchasing offers/covers for services in food and entertainment establishments through REZZO.BG

I.1. REZZO.BG is a website managed by “HEPINES” Ltd., through which legal entities (hereinafter referred to as SELLERS or MERCHANTS), operating food and entertainment establishments including restaurants, bars, clubs, etc. on the territory of the Republic of Bulgaria (hereinafter referred to as ESTABLISHMENTS), offer for reservation and/or sale services to buyers registered as users on REZZO.BG (hereinafter referred to as BUYERS or USERS). “HEPINES” Ltd. is not a party to the reservation and/or sale agreements between MERCHANTS and BUYERS but only acts as an intermediary by administering the REZZO.BG website and reservation software, through which MERCHANTS offer for reservation and/or sale services in their establishments, and BUYERS reserve and/or purchase these services. “HEPINES” Ltd. ensures the smooth operation and technical support of REZZO.BG to safeguard and implement the rights of USERS as provided in these general terms.

I.2. “Service” in the sense of I.1 means the provision of food/drinks/entertainment events at the ESTABLISHMENT, together with accompanying service activities.

I.3. “Reservation” in the sense of I.1 means the prior booking of tables, booths, or any other spatially separated seating and/or standing areas in an ESTABLISHMENT.

I.4. Types of reservations that can be made by USERS via REZZO.BG are as follows:
(a) Standard (normal) reservation – a reservation that does not grant additional rights to the USER
(b) Discount reservation – a reservation entitling the USER to a certain percentage discount on food and/or drinks offered in the ESTABLISHMENT
(c) Reservation with an offer – a reservation that includes provision of predetermined services at the ESTABLISHMENT, specified by type, quantity, and price
(d) Reservation with hall booking – a reservation where, against an advance payment/deposit in a predetermined amount, the USER can reserve a VIP hall at the ESTABLISHMENT. The advance payment represents a minimum consumption amount at the ESTABLISHMENT and is paid by the USER upon making the reservation
(e) Reservation with purchase of cover – a reservation on a holiday including purchase of predetermined services at the ESTABLISHMENT, specified by type, quantity, and price. The cover price is paid in advance by the USER.

I.5. Types of payments by the USER related to a reservation (if payment is required under the reservation terms):
I.5.1. Online payment by the USER with a bank card through REZZO.BG using the Stripe online system, where the amount is transferred by the USER to a bank account of “HEPINES” Ltd., which then transfers it to the MERCHANT’s bank account. For all transactions made under I.5.1., the following apply:
I.5.1.1. “HEPINES” Ltd. takes full responsibility for all transactions under I.5.1., including assistance with refunds, cancellation of transfers, chargebacks, and dispute resolution between MERCHANT and BUYER.
I.5.1.2. In case of payment under I.5.1., “HEPINES” Ltd. may withhold the prepaid amount and return it to the USER if all the following conditions are met:
(a) The USER requests a refund within 3 working days after the reservation date (if the USER does not request a refund within 3 working days, it is considered acceptance that the service was received and used), and
(b) The USER proves beyond doubt to “HEPINES” Ltd. that the service could not be used due to a reason for which the MERCHANT is responsible.
I.5.1.3. In case of chargeback claims by the USER through the payment network, “HEPINES” Ltd. will respond on behalf of the MERCHANT. The MERCHANT must provide all requested information. “HEPINES” Ltd. reserves the right to withhold payments related to such claims.
I.5.1.4. For problems regarding services paid through transactions under I.5.1., the USER may contact REZZO.BG support at email: support@rezzo.bg or phone 0884161745.

I.5.2. Online payment by the USER with debit/credit card through REZZO.BG using the MyPOS payment system (accepting Maestro, Mastercard, Visa, Diners Club), where the amount is transferred directly from the USER’s bank account to the MERCHANT’s bank account. Conditions for payments under I.5.2.:
I.5.2.1. The recipient of payments under I.5.2. is exclusively the MERCHANT, with REZZO.BG providing only technical capability for verification and transfer.
I.5.2.2. Any claims or complaints regarding refunds or disputes under I.5.2. must be addressed solely to the MERCHANT. “HEPINES” Ltd. (and REZZO.BG) is not a financial intermediary and holds no responsibility for refunding amounts. REZZO.BG may act as mediator upon mutual agreement.
I.5.2.3. REZZO.BG is not a payment service provider under the Payment Services and Payment Systems Act (ZPUPS) and does not perform payment transactions; payment functionality is provided by licensed payment service providers.

I.6. Ways to make a reservation by the USER:
I.6.1. To make a reservation or purchase a service at an ESTABLISHMENT via REZZO.BG, the USER must register with a user profile or as a guest, providing name, surname, email, phone, confirming age, and agreeing to these terms and policies.
I.6.2. The CONSUMER must fulfill the conditions for guaranteeing it, as set by the MERCHANT.
I.12.2. After making the reservation, REZZO.BG sends the CONSUMER an SMS, Viber message, or email confirming the reservation. The CONSUMER is obliged to keep and store the received Viber message, SMS/email and present it to the STAFF of the ESTABLISHMENT to verify their right to use the made reservation and the services included therein.
I.12.3. In case, due to circumstances beyond the CONSUMER’s control, the reservation cannot be served, the MERCHANT (or REZZO.BG) will notify the CONSUMER by phone immediately after it occurs, whereby the reservation will be considered canceled. If the CONSUMER has already made a payment related to the reservation, it will be refunded as soon as possible.
I.13. According to Art. 57, item 12 of the Consumer Protection Act, the provisions of Articles 50-56 regarding the consumer’s right to withdraw from a distance contract within a 14-day reflection period do not apply to the provision of services related to entertainment activities with a specific date or period for performance. Based on this legal provision, the CONSUMER has no right to withdraw from the reserved and/or purchased services at the ESTABLISHMENT. In case the special terms of the reservation under clause I.11, first sentence allow it (or the reservation offer), the CONSUMER may cancel their reservation no later than thirty minutes before its start. If the CONSUMER made the reservation as a registered user, they should log in to the "My Reservations" section in their REZZO.BG profile and click the "Cancel" button next to the relevant reservation. If the CONSUMER made the reservation as a guest, the confirmation email contains a link from which the reservation can be canceled.
I.14. By making a reservation through REZZO.BG, a Distance Contract is concluded between the MERCHANT and the CONSUMER, under which the MERCHANT is obliged to provide the CONSUMER with a service at the ESTABLISHMENT under the conditions of the reservation. The MERCHANT is the sole seller of the services (including food, drinks, etc.) offered with the reservation and is fully responsible for complying with the regulations related to their advertising, offering, and provision, including the Food Act, Consumer Protection Act, and others. “HEPINES” LTD is not a party to the contract between the MERCHANT and the CONSUMER and bears no responsibility regarding its performance, nor concerning the quantity, quality, or other conditions of the services provided at the ESTABLISHMENT.
I.14.1. “HEPINES” LTD is not responsible for ensuring the CONSUMER’s rights under the reserved and/or purchased service by the MERCHANT (e.g., ensuring the reserved place and any other pre-announced conditions related to the reservation – prices, etc.), for the quality of the service (including ambiance, service, suitability of food and drinks, etc.), nor for the MERCHANT’s compliance with regulatory requirements concerning the buildings and premises where the service is provided (including hygiene requirements, fire safety, etc.).
I.14.2. The MERCHANT alone is responsible for compensating the CONSUMER in cases of non-provision of the service, discrepancies between the provided service and the terms of the reservation, as well as in cases of damages suffered by the CONSUMER (or persons using the reservation) caused during or in connection with the use of a service at the ESTABLISHMENT.
I.15. As the administrator of REZZO.BG, “HEPINES” LTD notifies and forwards all complaints received from the CONSUMER related to circumstances under clause I.14., clauses I.14.1., and I.14.2., requests explanations from the MERCHANT, assists the CONSUMER in clarifying and specifying their claims against the MERCHANT, and has the right to mediate disputes between the CONSUMER and the MERCHANT.

 

Here is the English translation of the provided text:

SECTION II. Terms and Conditions for Purchasing an Electronic Theater Ticket via the REZZO.BG Website

II.1. REZZO.BG is a website managed by "HEPINES" Ltd., through which legal entities operating theaters in the territory of the Republic of Bulgaria (referred to briefly as THEATERS or SELLERS) offer electronic tickets for sale for theatrical performances organized by them to buyers registered as users on REZZO.BG (referred to briefly as BUYERS or USERS). "HEPINES" Ltd. is not a party to the purchase-sale relationship of electronic tickets between the THEATERS and the BUYERS but only acts as an intermediary by administering the REZZO.BG website, through which THEATERS offer electronic tickets for theatrical performances they organize, and BUYERS purchase the tickets offered by the THEATERS. "HEPINES" Ltd. ensures the uninterrupted functioning and technical support of REZZO.BG to secure and realize the rights of USERS as provided in these general terms and conditions.

II.2. The right to register and purchase an electronic ticket through REZZO.BG is granted only to USERS who are at least 18 years old and not under full or partial legal incapacity.

II.3. To purchase an electronic ticket for a theatrical performance through the REZZO.BG website, the USER must register on REZZO.BG according to the procedure stipulated in section I.6.1 of these General Terms and Conditions.

II.3.1. The electronic tickets announced for sale through REZZO.BG are accompanied by data including the name, date, time, and location of the performance.

II.3.2. Purchase of an electronic theater ticket through REZZO.BG is only possible by payment with a bank card by the USER under the conditions of section I.5.1 of these General Terms and Conditions. To pay for the electronic ticket, the USER will be redirected to a virtual POS device of the electronic payment system, where they must fill in the necessary fields: type and number of the bank card, expiration date, cardholder's name, CVC2/CVV2 security code, and click the "Pay" button.

II.3.2.1. "HEPINES" Ltd. assumes full responsibility for all payments made via the REZZO.BG website. This responsibility includes assisting with: refunds, cancellation of transfers, chargebacks, and resolving disputes between the SELLER and the BUYER.

II.3.2.2. In case of a dispute, "HEPINES" Ltd. will assist the BUYER and refund the amount paid if deemed appropriate under the conditions of section II.4.3 of these General Terms and Conditions.

II.3.2.3. If the BUYER files a chargeback claim through the payment network used, "HEPINES" Ltd. will provide a response on behalf of the SELLER to the payment network. The SELLER must provide all requested information to "HEPINES" Ltd., which reserves the right to withhold any payments to the SELLER related to the BUYER's claims.

II.3.2.4. In case of issues with an electronic ticket paid through REZZO.BG, the USER can contact the REZZO.BG team at support@rezzo.bg or by phone at 0884161745.

II.3.3. After payment by the USER, the electronic ticket will be sent by email containing complete information about the selected performance.

II.3.4. Each offer to purchase an electronic theater ticket through REZZO.BG includes the following terms of use, which the USER agrees to upon purchasing the ticket and which form an integral part of the Distance Contract between the THEATER and the USER under section II.4 of these General Terms and Conditions:

II.3.4.1. The received electronic ticket (email) must be printed by the USER on paper and presented at the designated locations in the THEATER no later than 30 minutes before the start of the performance.

II.3.4.2. One electronic ticket allows one person to attend the performance once. If the same electronic ticket is used by more than one person, the THEATER has the right to cancel the ticket without refunding the USER.

II.3.4.3. In case of postponement or cancellation of the theatrical performance, the THEATER may offer the USER one of the following options:

• The USER may reschedule the ticket for another date for the same performance;

• The USER may reschedule the ticket for a different performance;

• The USER may receive a refund within 14 days of the price paid for the postponed/canceled performance.

II.3.4.4. In case of postponement or cancellation, "HEPINES" Ltd. is authorized by the THEATER to refund the USER the paid price via bank transfer. The USER has these rights also if they are not allowed to attend the performance for reasons not attributable to them under sections II.3.4.5, II.3.4.6, and II.3.4.7. The USER has these rights only if they have not rescheduled the ticket at the THEATER box office for another date/time for the same or different performance. If the rescheduled ticket is of lower value than originally paid, the USER has no right to claim the difference; if it is higher, the USER must pay the difference at the box office during rescheduling. In these cases, "HEPINES" Ltd. is not obliged to refund any part of the originally paid amount.

II.3.4.5. According to Article 8, paragraphs 3, 4, and 7 of the Child Protection Act and related regulations for the specialized protection of children in public places, minors attending public events must be accompanied by their parents, guardians, or other adults responsible for the child, as follows:

• Persons under 14 must be accompanied at events after 20:00;

• Persons aged 14 to under 18 must be accompanied at events after 22:00.

If the accompanying adult is not a parent, guardian, or custodian, they must provide a consent declaration with notarized signatures from the parents or guardians.

II.3.4.6. The THEATER reserves the right to refuse admission or remove anyone visibly intoxicated or disturbing others, behaving indecently, speaking loudly during the performance, not switching off their phone, or posing a health risk to others.

II.3.4.7. The THEATER reserves the right to refuse admission to anyone arriving late (after the announced start time).

II.3.4.8. The BUYER is not entitled to a refund if the ticket holder is refused entry due to reasons described in sections II.3.4.5, II.3.4.6, or II.3.4.7.

II.3.4.9. According to Article 57, item 12 of the Consumer Protection Act, the right of withdrawal from distance contracts within 14 days does not apply to services related to entertainment activities with a specific date or period of performance. Therefore, BUYERS have no right to withdraw from electronically purchased theater tickets.

II.4. By purchasing an electronic theater ticket via REZZO.BG, a Distance Contract is concluded between the THEATER and the USER, under which the THEATER is obliged to provide the service corresponding to the purchased ticket. The THEATER is the sole seller responsible for compliance with laws concerning advertising, offering, and providing the service, including the Consumer Protection Act. "HEPINES" Ltd. is not a party to this contract and bears no responsibility for its execution or for the quantity, quality, or other conditions of the service provided by the THEATER.

II.4.1. "HEPINES" Ltd. is not responsible for ensuring the rights of the BUYER under the purchased ticket (e.g., reserved seating, announced conditions, quality of the performance, compliance with legal requirements for the premises, safety, order, and security during the event). Complaints about discrepancies between the purchased ticket conditions and the actual service may only be addressed to the THEATER.

II.4.2. Except for refunds under section II.3.4.4, "HEPINES" Ltd. is not responsible for other damages the USER may suffer due to postponement or cancellation (e.g., travel, hotel expenses).

II.4.3. As administrator of the REZZO.BG website, "HEPINES" Ltd. forwards USER complaints to the THEATER, requests explanations, assists in clarifying and resolving disputes, and may withhold the ticket price until the dispute is resolved or refund the USER if:

(a) The USER requests a refund from "HEPINES" Ltd. within 3 business days after the performance date (if no request is made within this time, the USER is considered to have accepted and used the service), and
(b) The USER proves conclusively that they could not use the service due to reasons attributable to the THEATER.

SECTION III. OTHER CONDITIONS

III.1. Personal Data. USER data is processed by "HEPINES" Ltd. according to the Privacy Policy available on www.rezzo.bg solely for providing intermediary services via REZZO.BG and for sending promotional information about REZZO.BG services.

III.2. Prohibited Behavior / Disclaimer and Limitations. USERS must use the platform www.rezzo.bg in good faith and comply with Bulgarian laws. Prohibited actions include making fake or fraudulent reservations, distributing malware, attempting to circumvent the payment system or commit fraud, using third parties' personal data without consent. Rezzo.bg is not responsible for damages caused by misuse or third-party actions.

III.3. Account Termination or Access Restriction. REZZO.BG reserves the right to temporarily restrict or terminate user access in case of suspected abuse or violations, to permanently block in case of repeated offenses or fraud, and refuse service to users who do not comply with platform policies or partner terms.

III.4. Applicable Law. This agreement and all relations between the user and REZZO.BG are governed and interpreted under the laws of the Republic of Bulgaria.

III.5. Arbitration. If disputes cannot be resolved informally, the parties agree to resolve them via binding arbitration conducted by the Arbitration Court at the Bulgarian Chamber of Commerce and Industry according to its rules
 

III.6. Changes to the Terms and Conditions.
REZZO.BG reserves the right to modify these Terms and Conditions at any time. All changes will be published on the website www.rezzo.bg and take effect from the moment they are posted. The USER is responsible for staying informed about the current terms before making a reservation.

III.7. Contacts.
You can contact REZZO.BG by email at support@rezzo.bg or by phone at 0884161745.
You can contact the MERCHANT using the contact details provided in their Terms of Use.