1. RESERVATION TERMS

1.1.A reservation may be made in one of the following ways:

*directly through the Green Life Resorts online reservation system;

*by email;

*by telephone using the contact details provided for the respective resort;

*at the reception desk of the respective resort.

1.2.For reservations made by telephone or email, after processing the inquiry, the Client will receive a confirmation at the email address provided or through another agreed communication channel.

1.3.To confirm a reservation, Green Life Resorts may require a guarantee deposit or full prepayment, depending on the selected rate, stay period, specific offer, or promotional terms.

1.4.The amount of the required deposit, the payment deadline, and the conditions for any outstanding balance will be specified in the reservation confirmation or in the terms of the respective offer.

1.5.For package, holiday, promotional, and other special offers, Green Life Resorts reserves the right to require prepayment of up to 100% of the total reservation value when this is expressly stated in the terms of the specific offer.

1.6.The reservation shall be considered finally confirmed upon receipt of the required payment within the specified deadline and issuance of a confirmation by Green Life Resorts.

1.7.If the required payment is not made within the specified deadline, Green Life Resorts reserves the right to cancel the reservation without owing compensation to the Client.

1.8.For same-day, next-day, last-minute, or other reservations where, due to the short notice, advance payment is not possible, Green Life Resorts may allow payment upon arrival. In such cases, the conditions for holding the accommodation will be explicitly communicated by a Green Life Resorts representative.

1.9.Reservations made by telephone, email, through the online reservation system, or on-site constitute a contractual relationship between the Client and the respective operator of the tourist establishment, under the terms specified in the reservation confirmation and these General Terms and Conditions.

1.10.When making a reservation, the Client is responsible for the accuracy of the information provided, including name, telephone number, email address, stay period, number of guests, and any other information required to fulfil the reservation.

2. PAYMENT OPTIONS

Green Life Resorts provides the following payment options, depending on the specific reservation:

2.1.Online payment by debit or credit card through the online reservation system.

2.2.Payment by debit or credit card on-site upon arrival or during the stay.

2.3.Cash payment on-site, in accordance with applicable legislation and the terms of the respective property.

2.4.Bank transfer to the bank account specified by Green Life Resorts.

2.5. Payment via Individual Electronic Payment Link (Payment Link)

2.5.1.Green Life Resorts provides the option to pay for reserved services through an individual electronic payment link (Payment Link). This method may be used for reservations made by telephone or email, as well as under certain promotional or individual conditions.

2.5.2.The individual payment link is generated by Green Life Resorts and sent to the email address provided by the Client or through another agreed electronic communication channel.

2.5.3.The link directs the Client to a secure payment page operated by the servicing bank or payment operator.

2.5.4.Each generated payment link has a specified validity period, which is stated in the accompanying message.

2.5.5.If the payment is not completed within the specified period, the link may be deactivated, and the reservation may be cancelled or a new confirmation may be required, depending on the terms of the specific reservation.

2.5.6.The payment shall be considered completed after successful authorization of the transaction and receipt of confirmation in the payment system.

2.5.7.Green Life Resorts does not collect or store complete bank card details when payment is made through a secure payment page operated by a bank or payment operator. Card payment data is processed in accordance with the applicable rules of the payment operator and card organizations.

3. PRICES AND OFFER TERMS

3.1.Accommodation rates and prices for the services provided are specified in the current pricing conditions published on the Green Life Resorts website or in the individual offer/reservation confirmation sent to the Client.

3.2.The price stated in the confirmed reservation is valid in accordance with the terms of the specific reservation and the selected rate.

3.3.Green Life Resorts reserves the right to offer different prices and special conditions for public holidays, festive periods, high and low seasons, package offers, promotions, and other specifically designated periods.

3.4.Promotional prices and discounts apply only when the conditions specified in the respective offer are fulfilled and may not be combined with other discounts unless expressly stated otherwise.

3.5.Depending on the specific offer, the price may or may not include additional services such as breakfast, parking, beach set, tourist tax, extra bed, and others. All included services and additional charges shall be specified in the terms of the specific reservation.

4. CHANGES AND CANCELLATION TERMS

4.1.A request to change or cancel a reservation may be submitted:

*through the online reservation system, when such option is available;

*by email;

*by telephone.

4.2.Each Green Life Resorts property may apply a different cancellation and amendment policy depending on the specific hotel, selected rate, season, stay period, package offer, or promotional terms.

4.3.The conditions for free cancellation, cancellation deadlines, and any applicable cancellation fees shall be specified at the time of booking and/or in the reservation confirmation.

4.4.For reservations with special or non-refundable conditions, amounts already paid may not be refundable in the event of cancellation or amendment when this is expressly stated in the terms of the selected rate.

4.5.In the event of a change to the stay dates, number of guests, accommodation type, or other reservation parameters, Green Life Resorts reserves the right to apply the prices and terms applicable at the time of the change, where necessary.

4.6.A reservation shall be considered cancelled or amended only after confirmation by Green Life Resorts.

4.7.In the event of objective circumstances preventing the provision of the reserved service, Green Life Resorts may offer:

*a change of the stay period under mutually agreed terms;

*alternative accommodation, where possible;

*a refund of the amount paid or another applicable form of compensation in accordance with the specific terms and applicable legislation.

4.8.Where the Consumer exercises their right of withdrawal or cancels a reservation paid for by bank card through the website, Green Life Resorts shall refund the respective amount solely and exclusively by means of a credit transaction to the same card used for the original transaction. Refunds in cash or to another bank account or bank card shall not be permitted, in accordance with the rules of the International Card Organizations and the servicing bank (“UniCredit Bulbank” AD).

4.9.The timeframe for refunds shall be determined in accordance with the applicable rules of the payment operator, the bank, and the specific reservation terms.

5. ACCOMMODATION AND STAY TERMS

5.1.Standard check-in is available after 15:00 on the day of arrival.

5.2.Check-out must be completed no later than 12:00 on the day of departure, unless otherwise agreed.

5.3.Early Check-in and Late Check-out may be provided subject to availability and prior confirmation by the respective resort. An additional fee may apply.

5.4.Check-in is carried out upon presentation of the documents required for guest identification and registration in accordance with applicable Bulgarian legislation.

5.5.Guests are required to comply with the internal rules of the respective resort, as well as with the instructions provided by Green Life Resorts employees.

5.6.All accommodation units and enclosed common areas of the resorts are non-smoking areas unless expressly designated otherwise. The prohibition also includes the use of electronic cigarettes where this is provided for in the internal rules of the respective property.

5.7.Guests are required to take proper care of Green Life Resorts’ property and of the accommodation unit and equipment provided to them.

5.8.In the event of damage caused by the guest, Green Life Resorts reserves the right to request compensation for the damage in accordance with the actual amount of the loss incurred.

5.9.Guests and visitors must not disturb the peace and comfort of other guests and must comply with the rules of conduct applicable on the resort premises.

5.10.Any actions that may endanger the life, health, or property of other persons, as well as actions that disturb public order, are prohibited.

5.11.Guests are responsible for the conduct of persons included in their reservation or visiting them.

5.12.Children and minors may be accommodated in accordance with applicable legislation and the rules of the respective resort.

5.13.Parents or legal guardians are responsible for supervising and ensuring the safety of children staying with them on the resort premises.

6. PETS

6.1.The conditions for accommodation with pets are determined by the respective resort and the type of accommodation reserved.

6.2.Pets may only be accommodated at properties and in accommodation units where this is expressly permitted and subject to the applicable rules and restrictions.

6.3.An additional fee may be charged for accommodation with a pet in accordance with the current policy of the respective resort.

6.4.The guest is responsible for the behaviour of their pet and for any damage caused by the pet.

6.5.Pets are not permitted at properties or in accommodation units where the terms of the specific reservation or the website state that pets are not accepted.

7. PERSONAL DATA PROTECTION POLICY

7.1.Green Life Resorts processes Clients’ and guests’ personal data in accordance with applicable legislation, including Regulation (EU) 2016/679 (General Data Protection Regulation – GDPR) and the Bulgarian Personal Data Protection Act.

7.2.When making a reservation and checking in, data necessary for guest identification, making and managing the reservation, fulfilling contractual obligations, complying with legal obligations, and providing the requested services may be processed.

7.3.Depending on the specific service and method of reservation, data such as name, telephone number, email address, reservation details, information required for guest registration, and other data voluntarily provided by the Client or required by law may be processed.

7.4.Personal data is processed only for specific and lawful purposes and for the periods prescribed by applicable legislation and the internal rules of the data controller.

7.5.Green Life Resorts implements appropriate technical and organizational measures to protect personal data against unauthorized access, loss, destruction, alteration, or other unlawful processing.

7.6.Personal data may be provided to third parties where this is necessary for the fulfilment of contractual obligations, provision of a requested service, to authorized data processors, competent state authorities, or where disclosure is required or permitted by law.

7.7.Individuals whose personal data is processed have the rights provided for under applicable personal data protection legislation.

7.8.Detailed information regarding the processing of personal data, the rights of data subjects, and the procedures for exercising such rights is provided in the separate Green Life Resorts Privacy Policy.

8. COOKIE POLICY

8.1.The Green Life Resorts website may use cookies and similar technologies for the operation of the website, improvement of the user experience, traffic analysis, and, where applicable, marketing purposes.

8.2.The cookies used may include both technically necessary cookies and cookies related to analytics, personalization, and marketing.

8.3.Where user consent is required under applicable legislation, the respective cookies will only be activated after the necessary consent has been provided.

8.4.Users may manage their cookie preferences through the consent management tool available on the website, as well as through the settings of their browser.

8.5.Refusing certain categories of cookies may result in limitations to some website functionalities.

9. LOST AND FOUND

9.1.If a guest discovers a lost item in their hotel room or on the resort premises, they should contact the reception desk or administration of the respective property.

9.2.Green Life Resorts takes reasonable care in storing found items in accordance with the internal rules of the respective resort and applicable legislation.

9.3.Green Life Resorts shall not be responsible for items left unattended outside designated storage areas, except in cases provided for by law.

10. LIABILITY

10.1.Green Life Resorts shall exercise due care in providing the reserved services in accordance with the confirmed reservation.

10.2.Green Life Resorts shall not be liable for non-performance or delay where such non-performance or delay is due to circumstances beyond its reasonable control, to the extent permitted by applicable legislation.

10.3.The limitation or exclusion of Green Life Resorts’ liability shall not apply in cases where this would contravene mandatory provisions of law or consumers’ rights.

11. COMPLAINTS AND REPORTS
11.1. In the event of a problem arising during the stay, the Client shall promptly notify the reception desk or a representative of Green Life Resorts in order to allow for timely assistance and resolution of the issue.
11.2.Green Life Resorts shall review submitted reports and complaints in accordance with the applicable legislation and its internal procedures.



12. CONSUMER PROTECTION, DISPUTE RESOLUTION AND COMPETENT AUTHORITIES
12.1. Consumer Rights
All guests and users of the services provided by the hotels of the Green Life Resorts chain and through the website [www.greenliferesorts.bg](http://www.greenliferesorts.bg) who qualify as “consumers” within the meaning of § 13, item 1 of the Supplementary Provisions of the Bulgarian Consumer Protection Act (CPA) shall enjoy all rights provided for under Bulgarian and European consumer protection legislation.
12.2. Enquiries, Complaints and Objections
In the event of identified discrepancies, problems with the quality of the tourist/hotel services provided, or disagreement with the terms and conditions of the stay/reservation, the Consumer shall have the right to submit a complaint or objection.
Complaints should preferably be submitted on site at the reception desk of the respective hotel or in writing by email to: [office@greenliferesorts.bg](mailto:office@greenliferesorts.bg).
The administration of the respective operating company shall review submitted complaints in accordance with the requirements of the Consumer Protection Act and the Tourism Act and shall provide a written response within 30 (thirty) days of receipt.
12.3. Voluntary and Alternative Dispute Resolution (ADR)
At Green Life Resorts, we strive to resolve any disputes promptly, efficiently and by mutual agreement. If the Consumer considers that a dispute has not been satisfactorily resolved through direct communication, they shall have the right to:
*Refer the matter to a Conciliation Commission:
The Consumer may submit an application to initiate an alternative dispute resolution procedure before the relevant General Conciliation Commission at the Commission for Consumer Protection or before a Sectoral Conciliation Commission for the resolution of disputes in the field of tourism.
*Use the Online Dispute Resolution (ODR) platform:
For reservations made online, the Consumer may use the European Commission’s Online Dispute Resolution (ODR) platform for out-of-court settlement of disputes, available at: https://ec.europa.eu/consumers/odr/
12.4. Information on the Competent Supervisory Authorities
Where assistance, information or the submission of complaints is required, the Consumer may contact the following state authorities:
*Commission for Consumer Protection (CCP)
Address: 1 Vrabcha Street, 3rd, 4th and 5th floors, Sofia 1000, Bulgaria
National Helpline: 0700 111 22
Website: [www.kzp.bg](http://www.kzp.bg)
Email: [info@kzp.bg](mailto:info@kzp.bg)
Ministry of Tourism (Supervisory Authority under the Tourism Act)
Address: 1 Saborna Street, Sofia 1000, Bulgaria
Telephone: +359 2 904 6809
Website: [www.tourism.government.bg](http://www.tourism.government.bg)
Email: [edsti@tourism.government.bg](mailto:edsti@tourism.government.bg).

13. FINAL PROVISIONS
13.1. These General Terms and Conditions shall apply to reservations and services provided by the Green Life Resorts complexes, unless otherwise stipulated in the specific offer, reservation confirmation or special terms and conditions.
13.2. In the event of any conflict between these General Terms and Conditions and the special terms and conditions applicable to a specific rate or offer, the special terms and conditions shall apply to the respective reservation, to the extent permitted by applicable law.
13.3. Green Life Resorts reserves the right to update these General Terms and Conditions. Any new version shall be published on the Green Life Resorts website and shall apply to reservations made after its effective date, unless otherwise provided by law.
13.4. Any matters not expressly regulated by these General Terms and Conditions shall be governed by the applicable laws of the Republic of Bulgaria.
13.5. If any provision of these General Terms and Conditions is declared invalid or unenforceable, this shall not affect the validity or enforceability of the remaining provisions.