1. These Terms and Conditions govern the relationship between Vasilevo Support Services Ltd (“the Provider”) and its customers for the provision of internet access and related telecommunication services.
2. Services are provided on a prepaid subscription basis. Package prices are published in the Provider’s price list and include VAT where applicable.
3. The service is activated upon payment of the relevant subscription period and remains active until the end of the paid period.
4. Payments may be made in cash, by bank transfer, or online by payment card via a virtual POS (myPOS). No surcharge is applied by the Provider for card payments.
5. The Provider takes reasonable care to ensure continuity of service but is not liable for interruptions caused by force majeure, power failures, or actions of third parties.
6. The customer must not resell the service to third parties or use it for unlawful purposes.
7. All prices are quoted, and transactions are processed, in euro (EUR). No delivery charges apply — the service is provided electronically.
8. Service activation/delivery: for existing customers the service is activated immediately upon payment confirmation; for new customers — after the connection is built, within a timeframe agreed with the customer.
9. Matters not covered here are governed by applicable Bulgarian law, including the Electronic Communications Act and the Consumer Protection Act.
1. For card payments, refunds are made only to the card used for the original payment.
2. A customer may request a refund for a paid but entirely unused subscription period, before that period has started.
3. In case of a justified complaint about a prolonged service outage attributable to the Provider, the customer is entitled to a proportional refund or an extension of the paid period.
4. Refund requests are submitted via the customer portal or the Provider’s contacts. Approved refunds are processed within 14 business days.
5. Consumers who concluded a distance contract have a 14-day right of withdrawal under the Consumer Protection Act, unless they expressly requested the service to start within that period — in which case a proportional amount is due for actual use.
1. The customer may cancel the service at any time, without penalty; cancellation takes effect at the end of the current paid period.
2. Subscriptions are prepaid and do not renew automatically — no automatic recurring card charges are made.
3. Cancellation requests can be submitted via the customer portal, by phone, or at the Provider’s office.
1. The data controller is Vasilevo Support Services Ltd. We process only the data needed to provide and bill the service: names, service address, phone, email, customer number, payment records, and technical connection data.
2. Data is used solely for performing the contract, billing, technical support, and legal obligations. We do not sell or share data with third parties for marketing purposes.
3. For card payments, card data is processed by the licensed payment service provider myPOS; the Provider has no access to and does not store card numbers.
4. Data is retained for the duration of the contract and the statutory limitation and accounting periods.
5. Customers have the right of access, rectification, erasure, and objection under Regulation (EU) 2016/679 (GDPR), and the right to lodge a complaint with the Bulgarian Commission for Personal Data Protection. Requests may be submitted via the Provider’s contacts.