General Terms and Conditions
Version 1.0 | Effective from 9 August 2026
These General Terms and Conditions govern the use of the website and the commissioning of analytical and consultancy services from SOLISFERADOME ANALYTICS by professional and institutional clients. The services under these General Terms and Conditions are provided exclusively to public institutions, companies and industrial enterprises, as well as to institutional or professional investors and organisations. The company does not enter into contracts under these General Terms and Conditions with natural persons acting as consumers.
Version 1.0 | Effective from 9 August 2026
I. PREAMBLE, SUPPLIER AND SCOPE OF APPLICATION
Article 1. Business Philosophy
(1) SOLISFERADOME ANALYTICS applies an analytical approach based on distinguishing facts from their interpretation, correlation from causality, prediction from established fact, probability from proof, and economic expediency from legal admissibility.
(2) The quality of the analytical result depends on the quality of the input data, the validity of the assumptions, the suitability of the method, and the accurate presentation of uncertainties and limitations. Therefore, the analytical result is assessed against the data available as at the relevant reference date, the agreed scope and the applicable professional standard, and not solely on the basis of a subsequent outcome.
(3) The relationship between the parties follows this logic:
THE CLIENT’S PROBLEM → SFD’S ANALYSIS → A WELL-FOUNDED AND APPLICABLE SOLUTION, DEVELOPED BY SFD → THE CLIENT’S MANAGEMENT DECISION.
(4) The Contractor shall be responsible for the professional and conscientious performance of the agreed analysis, for clearly stating the material grounds, assumptions and limitations, and for ensuring that the delivered result complies with the agreed scope. The Client defines the problem, provides the necessary data and assistance, makes the final management decision and is responsible for its lawful implementation.
(5) This clause also serves as a principle for the interpretation of the General Terms and Conditions, without transforming any forecast, scenario, assessment or recommendation into a guarantee of a future commercial, financial, regulatory, political or social outcome.
(6) The aim of SOLISFERADOME ANALYTICS is not to produce more information, but to provide a verifiable basis for action and a practical analytical outcome within the context of the actual economic and institutional environment. This does not transfer to the Contractor the legal powers, managerial authority or ultimate responsibility of the bodies and persons who make and implement the decision.
Article 2. Information about the Company
(1) The website provider and service provider is ‘SOLISFERADOM’ EOOD, UIC 208485123, VAT registration number BG208485123, with its registered office and business address at: Republic of Bulgaria, Sofia 1510, Poduyane district, Hadzhi Dimitar residential complex, represented in accordance with the current entry in the Commercial Register and the Register of Non-Profit Legal Entities, hereinafter referred to as ‘the Company’ or ‘the Service Provider’.
(2) The Company provides the services under the trade name SOLISFERADOME ANALYTICS. The designations SOLISFERADOME LTD and SFD LTD, when used on the website or in commercial communications, refer to the same company and do not constitute separate legal entities, branches or independent holders of rights and obligations.
(3) The details for direct and prompt contact are:
Website: https://solisferadome.com; https://solisferadome.bg
Email: [email protected]
Correspondence address: the address specified in paragraph 1, unless the Company expressly specifies another address.
Article 3. Definitions
(1) ‘Website’ means the Company’s website at https://solisferadome.com; https://solisferadome.bg, including its pages, forms and published content.
(2) ‘Visitor’ means any person who accesses or uses the website, regardless of whether they are an eligible Client.
(3) ‘Enquiry’ means a submitted contact form, an email, a request for information, a preliminary discussion or the presentation of a case. An enquiry does not constitute an order, an offer or an acceptance and does not, in itself, create a contractual obligation.
(4) ‘Offer’ means an individual written proposal from the Contractor specifying the subject matter, scope, expected outcome, key assumptions, timeframe, price and terms of payment for a specific service.
(5) ‘Contract award’ means the specific contractual relationship arising from a signed contract, a written acceptance of an Offer, a letter of award or any other means expressly accepted by the Contractor and permitted by law.
(6) ‘Deliverable’ means the agreed final or interim analytical product, including a report, model, assessment, scenario, opinion, presentation, database, working meeting, subscription material or any other explicitly defined deliverable.
(7) ‘Client’ means an eligible professional or institutional contracting authority falling within a specific category under Article 4(1) who submits an Enquiry or is a party to a Contract.
(8) ‘Client Data’ means all data, documents, materials, instructions, requirements and access rights provided by the Client or by a person authorised by the Client in connection with the Assignment.
(9) ‘Confidential Information’ means any non-public information of a commercial, financial, technical, organisational, legal, institutional or personal nature, which is designated as confidential or whose confidential nature reasonably follows from its content and the circumstances of its provision.
(10) ‘Working day’ means a day other than a Saturday, Sunday or public holiday in the Republic of Bulgaria.
Article 4. Exclusive professional and institutional scope
(1) The Company provides the services of SOLISFERADOME ANALYTICS solely and exclusively to the following categories of Clients:
- public institutions – state and local authorities, administrations, contracting authorities and public-law organisations under applicable law, European and international institutions and other public contracting authorities, to support decision-making, policy evaluation and strategic planning;
- companies and industry – commercial companies, public and private enterprises, groups, sectoral organisations and other business entities, for analyses of growth, efficiency, competitiveness and risk management;
- institutional or professional investors and organisations – funds, financial and non-financial organisations, associations, foundations, scientific and international organisations, and other professional or institutional clients, for market valuations, comprehensive due diligence, risk assessments and support for investment decisions.
(2) The Company does not offer or enter into contracts for the services of SOLISFERADOME ANALYTICS with natural persons acting for purposes outside their commercial or professional activities. The website, the published content, the contact forms and any preliminary communication do not constitute an offer directed at consumers.
(3) The indication or declaration of a professional status shall not deprive a person of mandatory legal protection if, according to the objective circumstances and the actual purpose of the specific contract, that person has the status of a ‘consumer’. If such status is established prior to conclusion, the Company shall refuse the Assignment. If, despite the preliminary check, it is subsequently established that a consumer contract has objectively come into being, all mandatory consumer rights shall apply, the Company shall provide the required information and documents, and these General Terms and Conditions shall apply only to the extent compatible with them. Suspension or termination by the Company is permissible only on legal grounds and without prejudice to the rights of the individual that have already arisen.
(4) The rules concerning access, content, technical operation, external links and intellectual property on the website apply to all Visitors. The contractual provisions concerning the Enquiry, the Offer, the Award and the services apply only to eligible Clients. Access by a person outside the categories set out in paragraph 1 does not make them a Client and does not constitute an offer to enter into a contract with them.
(5) In the event of a conflict, mandatory law shall prevail. Following this, priority shall be given, within the scope of their respective subject matter, to: the signed individual contract; the accepted Offer and its annexes; the specific confidentiality or personal data processing agreement; these General Terms and Conditions; other written correspondence.
(6) Notwithstanding paragraph 6, in the case of a public institution or a contract awarded under a special procedure, the following shall take precedence in the order set out below, insofar as they are applicable: mandatory legislation; the signed contract and its annexes, including any specific agreements on confidentiality and the processing of personal data; the tender documentation and official clarifications relating to the procedure; the accepted technical and financial proposals; these General Terms and Conditions, only if they have been duly incorporated into the procedure or the contract. The award decision shall have the meaning attributed to it by the applicable law, but shall not, in itself, alter the content of the contract. These General Terms and Conditions do not permit the circumvention of rules on public procurement, the budget, accountability, state aid, transparency or oversight.
(7) The Client’s general or purchase terms and conditions shall apply only if the Contractor has expressly accepted them in writing.
Article 5. Acceptance and Applicable Version
(1) These General Terms and Conditions shall form part of a specific Contract where they have been provided to the Client prior to the conclusion of the Contract in a manner that allows for their storage and reproduction, and have been expressly accepted by means of a signature, electronic confirmation, an electronic tick, written acceptance of a Quotation or any other admissible and verifiable means.
(2) Merely visiting the website, submitting an Enquiry, receiving information or holding a preliminary discussion does not constitute the commissioning of a paid service and does not oblige either party to enter into a contract.
(3) The version of the General Terms and Conditions provided and accepted at the time the specific Order is placed shall apply to that Order. A later version shall not alter a legal relationship that has already come into being without express consent, except insofar as the change is required by law.
(4) The rules governing the website constitute legal notices and rules on permissible use and apply to the Visitor upon access to the extent that the relevant rights and obligations arise by law. Access does not constitute a contract for services. The contractual General Terms and Conditions shall form part of the Agreement solely through express acceptance in accordance with paragraph 1.
II. WEBSITE, CONTENT AND EXTERNAL LINKS
Article 6. Informative Nature
(1) The content of the website presents the Company, its approach and possible categories of services. It is of a general informative nature and does not constitute an individual analysis, professional advice, an offer, a guarantee or an invitation which, in itself, gives rise to a contract.
(2) Visitors should not make any management, investment, legal, tax, accounting, medical or other significant decisions solely on the basis of the general content of the website, without assessing the specific facts, objectives, risks and applicable law.
(3) Published examples, ranges, methods, case studies or forward-looking statements are illustrative, unless expressly stated otherwise. They do not guarantee the same result for different clients or in different circumstances.
Article 7. Accessibility and Technical Functioning
(1) The Company shall exercise reasonable care to ensure the accuracy, timeliness, security and normal accessibility of the website, but does not guarantee uninterrupted, immediate, completely secure or entirely error-free operation.
(2) Access may be temporarily restricted due to maintenance, updates, a cyber incident, an interruption by a service provider, action by a competent authority or other objective circumstances. Where reasonably possible, the Company shall take measures to minimise the disruption and restore access.
(3) This Article does not exclude any liability that cannot be limited by law.
Article 8. Links to Third Parties
(1) The website may contain links to third-party websites, registers, databases, publications or services. Such links are provided for convenience or to indicate a source and do not constitute a guarantee, endorsement or assumption of liability for the third party.
(2) The Company does not control the content, security, accessibility or data protection practices of external websites and accepts no liability for them, except insofar as specific liability arises from its own culpable conduct and cannot validly be excluded.
(3) The user should familiarise themselves with the terms and policies of the relevant third party before using an external service.
III. ENQUIRY, OFFER AND FORMATION OF THE CONTRACT
Article 9. Preliminary Stage
(1) Preliminary communication serves to define the problem, the objective, the expected outcome, the available data, the constraints, the stakeholders and the necessary analytical approach.
(2) Unless a paid diagnostic or preliminary service has been expressly agreed, the Company shall not be obliged to provide an analysis, recommendation, reservation of expert resources or a specific Result prior to the formation of the Contract.
(3) The Company may refuse to prepare a Quotation or Assignment where the subject matter falls outside its area of expertise, contradicts the law or professional independence, requires inaccessible data or resources, gives rise to an unmanageable conflict of interest, or creates an unacceptable legal, ethical, reputational or information risk.
(4) The Enquiry form may require the Client’s category, legal name, EIK, BULSTAT or other registration number, country of registration, name and position of the representative, business contact details and a description of the professional or institutional purpose. This information is used for preliminary verification and does not constitute the Enquiry as a Contract.
Article 10. Individual Quotation
(1) Each Quotation is drawn up for a specific Client and case. Where applicable, it sets out the issue, the objective, the scope, exclusions from the scope, the data sources and requirements, the methodology, the deliverable, the intended recipients, the timeframe, the stages, the price, taxes, costs, and the terms of payment, acceptance, updating and use.
(2) The quotation shall remain valid for the period specified therein. If no period is specified, it may be accepted within 15 calendar days of dispatch. During the period of validity, the Contractor may withdraw the Offer prior to its acceptance only if such a right is expressly reserved in the Offer or if the withdrawal is permitted by law.
(3) Conditional acceptance, amendment or supplementation of the Offer constitutes a new proposal by the Client and shall be binding on the Contractor only upon express written acceptance.
Article 11. Conclusion and Commencement of Performance
(1) The contract shall come into effect only upon verification of the Client’s eligibility and professional or institutional purpose pursuant to Article 4, the signing of a contract or the written and unconditional acceptance of the Offer by the Client in person or by a duly authorised representative, and acceptance of the applicable version of the General Terms and Conditions. Any other initial conditions expressly specified are prerequisites for the commencement of performance, not for the commencement of the Assignment, unless the contract unambiguously provides otherwise.
(2) The Contractor shall commence work upon receipt of the agreed advance payment, where applicable, the necessary Client Data, access rights, authorisations, internal approvals and other specified prerequisites. The time limit shall not commence until all conditions on which the work objectively depends have been fulfilled.
(3) The person accepting the Offer or signing on behalf of the Client declares that they have the necessary authority to act and that the applicable internal, budgetary and procedural requirements have been met.
(4) Prior to conclusion, the Contractor shall request sufficient information and, depending on the risk, documents or declarations regarding the Client’s category under Article 4, the actual professional or institutional purpose, the authority to act, the applicable procedure, internal approvals and the actual contracting authority. In the event of failure to provide such information or a material discrepancy, no contract shall come into existence. Any amount unduly received shall be refunded without undue delay via a verified payment channel.
Article 12. Electronic Communication
(1) Unless the law or the specific contract requires a specific form, the parties may make declarations via electronic documents and email from the addresses specified by them.
(2) The parties shall designate the persons authorised to issue instructions, approve changes and accept Results. Conflicting instructions may be left unfulfilled until unambiguous confirmation is received.
(3) Special rules concerning qualified electronic signatures, secure electronic service, public procurement or any other mandatory form shall take precedence.
IV. SUBJECT MATTER, METHOD AND PROFESSIONAL STANDARD
Article 13. Scope of Services
(1) The Contractor shall provide only the services and Deliverables expressly included in the Assignment. Any activity that is not included or is not reasonably necessary for the agreed Deliverable shall not be deemed to have been commissioned.
(2) The scope is defined by the problem statement, the objective, the input data, the methodology, the activities, the Deliverable, the target audience, the constraints, the reference date and the terms of use.
(3) A change to the objective, data, target audience, number of scenarios, iterations, timeframe, regulatory environment or format of the Deliverable may constitute a change to the scope and may result in a change to the price and timeframe.
Article 14. Professional Care and Independence
(1) The Contractor shall exercise the care expected of a competent professional, apply a method consistent with the agreed objective and the available data, and specify any known material assumptions, limitations, alternative explanations and sources of uncertainty.
(2) Unless a specific method has been expressly agreed, the Contractor shall determine the analytical approach, sources, tools and sequence of work in accordance with their professional judgement.
(3) The Contractor shall not be obliged to confirm in advance any conclusion desired by the Client. Where the evidence does not support a put-forward hypothesis, a preferred recommendation or a public position, the Result shall be presented in accordance with the established facts, the applicable method and reasonable alternative explanations.
(4) The Contractor shall notify the Client of any material change to the agreed methodology where such a change affects the comparability, cost, timeframe or significance of the Result.
Article 15. Data, models, forecasts and scenarios
(1) The Result is based on the information available as at a specified reference date, on the sources, assumptions and methods indicated, with specific limits of applicability.
(2) The model is a limited representation of reality. It cannot incorporate all causal factors, future changes and unforeseeable interactions. The forecast and the scenario are conditional estimates, not established facts or guarantees of a future event.
(3) A discrepancy between a forecast and an actual event does not in itself constitute evidence of a shortcoming in the service. Quality is assessed in relation to the agreed method, the data available as at the reference date, the validity of the assumptions and the applicable professional standard.
(4) The Contractor shall have no ongoing obligation to update the Result after the reference date, unless a subscription, monitoring, maintenance or separate update has been agreed.
Article 16. Services outside the scope of regulated professional practice
(1) Unless otherwise expressly stated in the individual contract and provided that all applicable requirements regarding legal capacity, licence, registration, organisational form and professional liability have been met, the services do not constitute legal or tax advice, an independent financial audit or an assurance engagement, an audit report, a credit rating, a medical opinion or any other regulated professional service.
(2) Financial, market and economic analyses do not constitute investment advice, portfolio management, the acceptance or transmission of orders, the execution of orders, the placement, offering or marketing of financial instruments, investment research or an investment recommendation within the meaning of the applicable financial legislation, unless the specific activity is expressly described in the Assignment and is provided lawfully by a person holding the necessary authorisation or through a duly authorised partner.
(3) Any Offer directed at an investor or a financial organisation shall specify the intended recipients and the purpose of the Output, the permissible distribution, the main conflicts of interest and restrictions and, where applicable, expressly states whether the Deliverable does not constitute investment research, an investment recommendation or individual investment advice. The client shall not alter the intended recipients or the method of distribution in a way that transforms the Result into a regulated product or service.
(4) Where the matter requires a specialised legal, tax, audit, investment, engineering or other regulated opinion, the Client shall commission a qualified specialist, unless the involvement of such a specialist is expressly and lawfully part of the Assignment.
Article 17. Subcontractors and External Experts
(1) The Contractor may use employees, subcontractors, technology providers and external experts where this is necessary for the high-quality and timely performance of the work, unless the contract or the law requires prior approval.
(2) The Contractor shall remain responsible for the contractual performance of the persons engaged by it and shall impose upon them the applicable obligations regarding confidentiality, information security and data protection.
(3) Costs relating to external experts, licences, databases or suppliers shall be included in the price only if they are provided for in the Tender or have been approved in writing in advance.
Article 18. Unlawful Instructions and Conflict of Interest
(1) Neither party shall be obliged to comply with an instruction which it reasonably considers to be unlawful, fraudulent, discriminatory, misleading or incompatible with professional independence. Where possible, the party shall state its objection and propose a lawful alternative.
(2) The Contractor shall carry out a reasonable check for conflicts of interest in accordance with the information available and shall notify the Client of any material conflict identified, provided that this does not breach an obligation to another party.
(3) Unless exclusivity has been agreed, the Contractor may provide services to other clients, including within the same sector, whilst observing confidentiality, data protection and professional independence.
(4) The Parties shall comply with the applicable rules on anti-corruption, money laundering, terrorist financing, international sanctions, conflicts of interest and public procurement. Neither party shall offer, promise, demand or accept any improper benefit in connection with an Enquiry, a Tender or the Award of a Contract.
(5) The Contractor may carry out a proportionate due diligence check on the Client, the actual contracting authority, the representatives, the ownership, the origin and purpose of the project, and any applicable sanctions restrictions. Where there is a justified risk of sanctions, corruption, fraud or other material legal risk, it may refuse to award a Contract, suspend the work in question or terminate it in accordance with these General Terms and Conditions, without withholding any sum that is not lawfully due.
V. OBLIGATIONS OF THE CLIENT
Article 19. Data, Rights and Legality
(1) The Client shall provide the Contractor with complete, accurate and up-to-date Data in a timely manner and shall notify the Contractor of any known discrepancies, restrictions, dependencies and changes that may affect the analysis.
(2) The Client warrants that it has the right and a valid legal basis to provide the data, documents, access and materials, and that their use for the purposes of the Assignment does not breach any law, contract, the rights of third parties, professional secrecy or a duty of confidentiality.
(3) Data subject to special treatment, including special categories of personal data, internal or price-sensitive information, classified information, banking, professional or other protected secrets, shall be provided only following prior written agreement on the necessity, legal basis, authorised persons and protective measures. Classified information shall not be accepted unless the Company, the persons involved and the environment used possess all the requisite authorisations and conditions for access and protection.
(4) Where a verification of primary accuracy is not expressly included within the scope, the Contractor may use the Client’s Data as provided, whilst indicating any significant contradictions, obvious inconsistencies and limitations observed.
(5) The Client shall identify in advance any internal, non-public or price-sensitive information known to it and shall not provide or use such information in breach of applicable law. The Service and the Deliverable may not be used for insider dealing, market manipulation, unauthorised disclosure or circumvention of market transparency rules. Where there is a justified risk, the Contractor may restrict access, segregate work teams and information flows, withhold specific data or suspend the work concerned.
Article 20. Cooperation and Decisions
(1) The Client shall provide the necessary access, competent personnel, feedback, decisions and internal approvals within the timeframes required for performance.
(2) The Client shall appoint a contact person to coordinate communication and consolidate feedback. Delayed or inconsistent cooperation may halt or extend the relevant deadlines and necessitate the reallocation of resources.
(3) The Client shall assess the Deliverable in the context of its own objectives, powers, resources, legal constraints and risk. The final managerial, investment, administrative or political decision rests with the competent authority or person within the Client’s organisation.
(4) The Client shall not use the Result to conceal unlawful activity, manipulate evidence, circumvent a regulatory requirement or present misleading information to an authority, investor, counterparty or the public.
Article 21. Consequences of incomplete data or lack of cooperation
(1) Where the data is incomplete, contradictory, delayed or cannot reasonably be verified, the Contractor may request that the data be supplemented, make use of explicitly stated assumptions, limit the conclusion, propose a change to the scope, or suspend the work in question.
(2) Any delay on the part of the Client shall extend the deadline by at least the corresponding period and by a reasonable time required to restore or reorganise the work process. The Contractor shall not be liable for any delay or restriction in the Deliverable caused by a lack of necessary cooperation.
(3) If the lack of cooperation continues for more than 10 Working Days following a written request and renders performance impossible or economically unreasonable, the Contractor may propose an amendment or terminate the Contract.
VI. INDIVIDUAL PRICING, INVOICING AND PAYMENT
Article 22. Individual pricing
(1) The price shall be determined individually for each Client and each specific case. No universal, fixed price shall apply to different clients and contracts.
(2) Pricing takes into account the subject matter and purpose; the scope and complexity; the quality, volume and accessibility of the data; the necessary methods, technologies and licences; expert resources; the timeframe and urgency; the number of stakeholders, scenarios and iterations; regulatory and institutional requirements; the format of the Deliverable; the need for external experts; liability and specific risks.
(3) Published examples, ranges or descriptions of pricing models are indicative. The price set out in the written Offer or contract is binding.
(4) The price is in euros and excludes VAT, unless otherwise expressly stated in the Tender or the contract. VAT and other applicable public charges shall be calculated in accordance with the rules in force. Where a statutory provision, budgetary regime or procedure requires a price to be quoted in another currency, inclusive of VAT or in a specific manner, the relevant requirement shall apply.
Article 23. Payment Arrangements
(1) The standard condition is an advance payment of not less than 50 per cent of the agreed price. The Contractor shall commence work upon confirmation of payment into the specified bank account, unless otherwise agreed in the Tender, the contract or the applicable procedure.
(2) The balance may be payable in pre-determined instalments, upon delivery or acceptance of the Result, periodically on a subscription basis, or in accordance with any other expressly agreed written payment schedule.
(3) In the case of phased performance, the Offer shall specify the value and due date for each phase. In the case of payment upon acceptance, the due date for the balance shall be within the period specified in the Offer, calculated from the date of acceptance or the signing of the relevant handover protocol; if no deadline has been agreed, the balance shall be paid within 10 calendar days of that date, regardless of whether an invoice has been issued earlier. In the case of a subscription, the fee for the relevant period shall be paid in advance, unless otherwise agreed.
(4) Except for the balance payable upon acceptance under paragraph 3, where no other deadline is specified, an invoice for an amount already due shall be paid within 10 calendar days of receipt. Invoices may be sent electronically and do not require a signature or stamp where permitted by law.
(5) For public institutions, public procurement contracts or other special regimes, the payment schedule shall be determined by the applicable law and the contract. In such cases, the rule on the minimum advance payment under paragraph 1 shall apply only if it is permissible and expressly included in the contractual documents.
Article 24. Bank Account
(1) Unless another validly notified account is specified in the Tender or the invoice, payments shall be made by bank transfer to the following account:
Account holder: “SOLISFERADOM” EOOD
IBAN: BG59 BGUS 9160 1013 1757 00
Bank: “Bulgarian-American Credit Bank” AD
BIC/SWIFT: BGUSBGSF
(2) Payment shall be deemed to have been made upon the funds being credited to the Contractor’s account. In the payment reference, the Client shall specify the number of the Quotation, the contract or the invoice.
(3) Bank charges incurred by the payer and any intermediary banks shall be borne by the Client, so that the Contractor receives the full amount due, unless otherwise provided for by mandatory law or contract.
(4) To protect against fraud, a change to the bank account shall only take effect if it is specified in a duly signed document or a validly issued invoice and is independently confirmed by the Client via a pre-arranged telephone number or other agreed channel. An electronic message alone shall not constitute sufficient grounds for payment into a new account.
Article 25. Advance Payment and Financial Settlement
(1) An advance payment is a partial payment of the price and does not constitute a deposit, unless the parties expressly agree otherwise with clearly specified legal consequences.
(2) Upon termination, the advance payment shall be applied once against the total amount of: the value of the work performed, including completed, usable and uncompleted parts, without double counting; pre-approved or irrevocable expenses incurred with third parties; and any expressly agreed permissible compensation. The same activity, stage, resource or expense may not be charged more than once.
(3) Upon financial closure, the value of the work shall be determined in accordance with the agreed stages or rates, and in the absence of such, in accordance with a demonstrable, reasonable percentage of completion and resources actually expended, without exceeding the corresponding portion of the total agreed price. The Contractor shall provide a final statement within 10 working days of the date of termination. This period shall run from the receipt of the last objectively necessary information only if the Contractor has specifically requested it within 5 working days of termination and it could not reasonably have been made available earlier. Any established unspent balance of the advance payment shall be refunded within 14 calendar days of the statement being provided, unless mandatory law requires a shorter period.
Article 26. Default
(1) In the event of default, the Client shall be liable for statutory interest and any reasonable costs of debt recovery permitted by law.
(2) If an undisputed amount due remains unpaid for more than 5 calendar days after written notification, the Contractor may suspend performance until payment is made. The time limits shall be extended by the period of suspension and a reasonable time for the resumption of work.
(3) A good-faith and specific dispute regarding part of the invoice shall not exempt the Client from payment of the undisputed part.
Article 27. Price Changes
(1) The Contractor shall not unilaterally alter the agreed price for an unchanged scope of work, except where an objective mechanism, permissible by law, has been expressly agreed.
(2) The price and the deadline may be amended in the event of a change to the scope, objective, data, assumptions, number of iterations, applicable requirements, timetable, external costs or other material conditions. The amendment shall take effect upon written agreement.
VII. PERFORMANCE, AMENDMENT, DELIVERY AND ACCEPTANCE
Article 28. Time Limits and Conditions
(1) The time limit shall commence upon the fulfilment of all preconditions, including acceptance of the Assignment, payment of the agreed advance, where applicable, and receipt of the necessary data, access and approvals.
(2) Milestones are binding only if they are expressly designated as such. Where a specific date is material, it must be expressly agreed together with the conditions for its fulfilment.
(3) Performance may depend on public registers, licensed databases, information systems, suppliers, authorities or other third parties. In the event of a material impact, the Contractor shall notify the Client and propose a suitable alternative, a change to the deadline or a reduction in the scope.
Article 29. Change to the scope
(1) Either party may propose a change by providing a written description of the requested amendment and the reason for it.
(2) The Contractor shall assess the impact on the methodology, data, price, timeframe, risk and the Deliverable. Pending written approval, work shall continue within the current scope, insofar as this is reasonably practicable.
(3) Verbal instructions, comments made during a meeting or the provision of new materials do not automatically alter the scope. Additional work shall be carried out only upon express written acceptance of the relevant change.
Article 30. Delivery
(1) The Deliverable shall be delivered in the format, via the channel and to the persons specified in the Assignment. Electronic delivery shall be deemed to have taken place upon verifiable receipt of the Deliverables in the agreed electronic system or upon verifiable dispatch of a notification of a secure link that has been provided and is actually accessible, unless a notification of non-delivery or inaccessibility has been received. The review period shall commence upon receipt, as defined in Article 55(2). The payment due date shall commence only upon acceptance under Article 31 or upon the applicable formal act under Article 31(4), in accordance with Article 23(3).
(2) Interim versions, notes, working files and oral discussions are preliminary and shall not be used as the final Result, unless they are expressly designated for such use.
(3) Unless otherwise agreed, the Assignment shall include the final Result but shall not include source code, internal working papers, unprocessed notes, interim models, system instructions or other internal working materials. This does not preclude any mandatory audit, inspection or access to documents required by law, nor does it exempt the Contractor from providing the expressly agreed evidence regarding the methodology, implementation and expenditure of public funds, whilst protecting trade secrets and the rights of third parties to the extent permitted.
Article 31. Review and Acceptance
(1) The Client shall review the Deliverable and provide, on a one-off basis, consolidated, specific and reasoned comments within the timeframe specified in the Tender, or, if no such timeframe is specified, within 10 Working Days of receipt.
(2) The objection shall specify precisely the discrepancy with the agreed scope, data, method or format. Disagreement with a professionally justified conclusion, an unfavourable result or a change in the Client’s preferences shall not in themselves constitute a defect.
(3) If the Client fails to submit an objection within the specified time limit, the Result shall be deemed to have been accepted to the extent permitted by law. This does not deprive the Client of the right to notify, without undue delay, of any hidden material non-conformity, including factual, methodological or technical non-conformities, which could not reasonably have been detected during the initial review.
(4) The rule on tacit acceptance shall not apply where the law, the public procurement documentation, the individual contract or any other applicable act requires a handover report, a decision by a competent authority or any other formal act.
Article 32. Corrections and Additional Work
(1) The Contractor shall, within a reasonable period, rectify any identified discrepancies with the agreed scope without additional remuneration.
(2) A new objective, a new issue, new data arising after the agreed deadline, an additional scenario, an expanded target audience or a revision due to a change in the Client’s decision shall constitute additional work and shall be subject to separate agreement.
(3) The number of editorial or presentation iterations included is specified in the Quotation. In the absence of any agreement, the necessary corrections to ensure compliance are included, but not unlimited stylistic revisions.
Article 33. Subscription Services
(1) In the case of a subscription, the Quotation shall specify the period, frequency, scope of services, channels, response time, price, renewal and termination.
(2) The subscription shall be automatically renewed only if this has been clearly and expressly agreed. Prior to the commencement of the Assignment, the Client shall be provided with information regarding the term, the periodic price, the included volume, the method of renewal and the conditions for termination.
(3) Any unused allowance for a given period is not automatically carried over, unless otherwise agreed.
(4) Unless otherwise agreed, termination of a subscription without breach takes effect from the end of the current prepaid period. Fees for availability or reserved expert capacity for the period already commenced shall not be refunded unless the Offer expressly specifies such a separate component and its amount. In all other cases, the financial settlement shall be proportionate in accordance with Article 25. If the Contractor terminates the contract without breach on the part of the Client, the Contractor shall refund the prepaid amount for the portion that will not be provided. For a public-sector Client, a non-refundable component shall apply only if it is permissible and expressly included in the tender procedure and the contract.
VIII. CONFIDENTIALITY, PERSONAL DATA AND INFORMATION SECURITY
Article 34. Obligation of Confidentiality
(1) Each party shall safeguard the other party’s Confidential Information with a degree of care no less than that applied to its own information of similar significance and, in all cases, with reasonable professional care.
(2) Confidential Information shall be used solely for the purposes of evaluating, awarding, performing, defending and reporting on the specific legal relationship and shall not be disclosed except in permissible circumstances.
(3) Information shall not be deemed Confidential Information if the receiving party proves that it was publicly available without any breach; was lawfully known prior to receipt; was lawfully obtained from a third party without any obligation of confidentiality; or was developed independently.
(4) The Company’s duty of confidentiality under this section arises upon receipt of an Enquiry, even if no Assignment is subsequently concluded. It does not oblige the Company to accept the case and does not apply to unsolicited information which is clearly not necessary for the initial assessment and has been sent despite instructions not to provide it.
Article 35. Permissible Disclosure and Duration
(1) Confidential information may be disclosed to employees, bodies, subcontractors, professional advisers, auditors, insurers and financiers who have a legitimate need to know and are bound by an appropriate duty of confidentiality.
(2) Where disclosure is required by law, a court or a competent authority, the party shall disclose only the necessary information and, to the extent permissible, shall notify the other party in advance.
(3) This obligation shall remain in force for the duration of the Assignment and for 5 years following its termination. In the case of a trade secret, it shall continue for as long as the information retains its legal protection.
(4) The Contractor shall not use the Client’s name, logo, case study or statement for advertising, a portfolio or a public reference without prior written consent, unless otherwise required by law.
Article 36. Personal Data
(1) Each party shall process the personal data of representatives and contact persons as an independent data controller for the purposes of entering into, performing, reporting on and safeguarding the contractual relationship.
(2) Where the Contractor processes personal data on behalf of and in accordance with the documented instructions of the Client, the parties shall conclude a separate agreement pursuant to Article 28 of Regulation (EU) 2016/679 prior to the commencement of the work.
(3) The Client shall provide only data necessary for the Contract and shall fulfil its obligations regarding legal basis, transparency and the protection of the rights of data subjects.
(4) Detailed information on processing via the website is set out in the separate Privacy Policy, which is not superseded by these General Terms and Conditions.
Article 37. Security, Incidents and Storage
(1) The Contractor shall implement reasonable technical and organisational measures commensurate with the nature of the information, the risk and the agreed requirements. The Client shall specify in advance any specific requirements that go beyond the usual measures.
(2) The party that discovers an incident affecting the other party’s data shall notify the other party without undue delay and provide reasonably available information for the assessment and fulfilment of legal obligations.
(3) Upon completion, the data shall be returned, deleted or archived in accordance with the contract, documented instructions, the law and any justified needs for record-keeping and the defence of legal claims.
IX. ARTIFICIAL INTELLIGENCE AND TECHNOLOGICAL TOOLS
Article 38. Permissible use and human oversight
(1) The Contractor may use statistical models, automation, software and artificial intelligence systems as auxiliary tools for searching, processing, comparing, modelling, verifying and preparing working materials, where this is appropriate for the Contract.
(2) The use of a technological tool does not transfer professional, ethical or legal responsibility to the technology. Material conclusions and the final Result shall be subject to human expert oversight, proportionate to the risk, the objective and the available data.
(3) Machine-generated text, probabilities or classifications shall not be presented as established facts without the necessary verification, context and assessment of limitations.
(4) The client may, prior to the conclusion of the contract, specify justified prohibitions or restrictions on the use of certain categories of technological systems, suppliers, environments or data locations. The Contractor shall reflect the acceptable restrictions and their impact on the methodology, cost and timeframe in the Quotation. Any restriction declared after the Award has been made shall be treated as a change to the scope, unless it is necessary to comply with the law or to eliminate a significant security risk.
Article 39. Data Protection in Technological Systems
(1) The Client’s confidential information shall not be used to train a publicly available or general-purpose model for unrelated purposes without prior written consent.
(2) The Contractor shall not introduce Confidential Information into a publicly accessible technological environment where the contractual and technical conditions thereof do not provide adequate protection.
(3) Where an external technology provider is used, the Contractor shall assess the applicable conditions regarding confidentiality, processing, storage, location and access in accordance with the risk. Where a specific system is material to the methodology, the Client’s rights or the interpretation of the Result, this shall be specified to the extent necessary.
(4) The Company provides analytical results of an advisory nature and does not make decisions on behalf of the Client. The final assessment, decision and responsibility for its implementation rest with the Client.
(5) Classified information, inside information under financial legislation, regulatorily protected secrets or other information designated in the Assignment as particularly sensitive shall not be processed via an external artificial intelligence system without prior written approval of the specific system, the data, the purpose and the safeguards. Written approval shall not replace any statutory authorisation, licence, security clearance, technical accreditation or other mandatory requirement; in the absence of such requirements, processing shall not take place.
(6) Where the Contract involves the development, implementation or use of an artificial intelligence system for a public authority or a regulated organisation, the Tender shall specify the applicable roles of the parties, the intended purpose and prohibited uses, the necessary documentation, data quality and management, human oversight, monitoring, incident reporting and the allocation of responsibilities in accordance with applicable law.
X. INTELLECTUAL PROPERTY AND USE OF RESULTS
Article 40. Client’s Materials
(1) The Client and the relevant rights holders shall retain the rights to the Client’s Data, trade marks, documents and pre-existing materials.
(2) The Client grants the Contractor a limited, non-exclusive and royalty-free right to use these materials only to the extent necessary for the assessment, performance, delivery and defence of the Assignment.
Article 41. Contractor’s Pre-existing Rights
(1) The Contractor retains the rights to its pre-existing or generally applicable methods, models, algorithms, templates, structures, taxonomies, knowledge bases, software, code, work processes, instructions, control mechanisms and know-how, as well as any general improvements thereto.
(2) The delivery of a final Deliverable does not transfer any rights to these elements, unless the specific element and the scope of the transfer are expressly specified in the contract.
(3) The Contractor may use the general knowledge, experience and skills acquired in the course of the work, provided that they do not disclose Confidential Information, personal data or facts identifying the Client.
Article 42. The Client’s Rights to the Final Result
(1) Upon full payment, the Client shall be granted a non-exclusive, perpetual right, without territorial restriction, to use the final Result for the agreed internal, commercial, administrative or institutional purpose, unless the contract provides for a different scope of rights.
(2) This right includes the necessary internal reproduction and provision to management bodies, employees, professional advisers, auditors, funding bodies and competent public authorities, where they have a legitimate need and are bound by applicable confidentiality rules.
(3) Without written consent, the Client may not resell, licence as a standalone product, publish outside the agreed purpose, or modify the Result in a manner that creates a misleading impression or attributes an unexpressed conclusion to the Contractor.
(4) Exclusive rights, the transfer of economic copyright, the right to commercial resale or the transfer of source code shall be granted only by express written agreement and upon full payment.
(5) Where the law requires the Client to disclose the Result, the Client may make the necessary disclosure whilst, to the extent permissible, protecting trade secrets, personal data and the rights of third parties.
(6) Upon termination, the Client shall acquire the agreed right of use over the delivered completed parts following payment of all sums due in respect of them as at the date of termination.
Article 43. Content of the Website
(1) The texts, graphic elements, methodological structures, databases, designations and other content of the website are protected by the applicable intellectual property law.
(2) Personal and internal professional use and citation to a reasonable extent, provided the source is acknowledged, is permitted. Systematic extraction, copying, republication, sale, training of models or the creation of a derivative commercial product requires prior written consent, unless the law expressly permits otherwise.
XI. LIABILITY, SUSPENSION, TERMINATION AND FORCE MAJEURE
Article 44. Basis of liability and right to rectification
(1) Each party shall be liable for any culpable breach of its contractual obligations in accordance with applicable law.
(2) Where a non-conformity is established, the Contractor shall be entitled first to remedy it or to re-perform the affected part within a reasonable period, where this is possible and does not deprive the Client of a material right.
(3) The Contractor does not guarantee any specific commercial, financial, regulatory, political or social outcome, unless a specific guarantee is permissible and is expressly included in the individual contract.
Article 45. Allocation of Risk
(1) The Contractor shall not be liable for any loss to the extent that it is caused by inaccurate, incomplete, delayed or unlawfully provided Data by the Client; lack of cooperation; use for a purpose other than that agreed; extraction, modification or combination without the necessary context; a decision taken contrary to the Result or without regard to the expressly stated limitations; a change in facts or law after the reference date; or an act by an external source which the Contractor could not reasonably have prevented. This allocation of liability shall apply only in so far as the Contractor has exercised the agreed professional care and his own culpable conduct has not contributed to the damage; in the event of contributory negligence, liability shall be determined in accordance with the proven contribution and the applicable law.
(2) The Contractor shall not assume any contractual obligation towards a third party merely by virtue of the provision, publication or disclosure of the Result. This shall not preclude liability towards a third party arising directly by operation of law.
(3) Liability shall not arise merely because a forecast or scenario has not materialised, provided that the service has been performed with the agreed professional care and the material assumptions and limitations have been correctly presented.
(4) The party suffering damage shall take reasonable measures to prevent and limit such damage and shall notify the other party without undue delay.
Article 46. Limitation of Liability
(1) This Article applies to Clients under Article 4 and only to the extent permitted by law, the individual contract and the applicable procedure.
(2) The Contractor shall be liable for proven direct and immediate damages which are a foreseeable consequence of the specific breach of contract.
(3) Unless the individual contract provides for a different limit, the total amount of the Contractor’s liability between the parties arising out of or in connection with a single Assignment, whether the claim is classified as contractual, non-contractual, restitutionary or on any other legal basis, shall not exceed the net remuneration paid or due for the relevant Assignment, excluding VAT and third-party costs, insofar as such a limitation is permitted by law. In the case of a subscription, the limit is the net remuneration paid or due for the 12 months preceding the event giving rise to the claim.
(4) To the extent permitted by law, the Contractor shall not be liable for remote, speculative or unproven damages for which there is no direct causal link to the specific breach. This sub-paragraph shall not exclude damage solely on the basis of its name, if it is a proven, direct, immediate and foreseeable consequence under the applicable law.
(5) The limitations shall not apply in cases of wilful misconduct or gross negligence and shall not limit any other liability which, by law, cannot be excluded or limited in advance. They do not affect the Client’s obligation to pay for services duly provided, taxes, approved expenses and statutory interest, nor the Contractor’s obligation to refund any advance payment found to have been unduly received or not utilised.
Article 47. Special rules applicable to public institutions
(1) The limitations on liability shall apply to a public institution only to the extent that they are compatible with mandatory law, the documentation relating to the applicable procedure, the signed individual contract and the award decision, in so far as the applicable law attributes relevant contractual significance to it.
(2) These General Terms and Conditions do not preclude mandatory audits, inspections, reporting, access to public information, financial corrections, the recovery of public funds or any other consequence under public law which cannot be limited by contract. The mere imposition of a supervisory or financial measure does not automatically constitute a breach of contract by the Contractor; the grounds, causal link and amount of the claim are subject to proof in accordance with the applicable procedure.
(3) The representative of the public institution shall accept only those terms and conditions for which they have legal, budgetary and internal competence. In the event of a conflict, the mandatory rule shall apply, without this in itself affecting the remaining valid part of the Contract.
Article 48. Claims by third parties in the event of a breach by the Client
(1) Where a third party brings a valid claim against the Contractor on account of data, materials or instructions unlawfully provided by the Client, or on account of the use of the Deliverable in breach of the contract, the Client shall be liable for the proven direct damages and reasonable costs to the extent that the claim is caused by its culpable conduct.
(2) This clause shall not apply to the extent that the damage is caused by the Contractor’s culpable conduct.
(3) In the case of a public Client, the obligation under paragraph 1 shall apply only if it is permissible and is expressly included in the tender documentation and the signed contract, within the legal and budgetary remit of the relevant institution.
Article 49. Temporary Suspension
(1) The Contractor may temporarily suspend performance following written notice in the event of an overdue and undisputed payment; a lack of necessary cooperation; reasonable suspicion of an unlawful instruction, a breach of rights or security; an unmanageable conflict of interest; or any other material breach that jeopardises lawful or professional performance.
(2) Where possible, the Contractor shall allow a reasonable period for rectification. Immediate suspension is permissible where continuation may result in a breach of the law, serious harm, loss of data or a security breach.
(3) Suspension shall not relieve the Client of the obligation to pay for work already performed and approved expenses.
Article 50. Termination due to breach
(1) Either party may terminate the Contract if the other party commits a material breach and fails to remedy it within 10 Working Days of receiving written notice, where the breach is capable of being remedied.
(2) Termination with immediate effect is permissible in the event of wilful unlawful conduct, a serious breach of confidentiality or data rights, loss of the necessary legal capacity, insolvency, or any circumstance that renders continuation unlawful or objectively impossible.
(3) For public institutions, the grounds and procedure shall apply only insofar as they do not conflict with specific legislation and the contract.
Article 51. Termination at the Client’s initiative
(1) Unless otherwise agreed, the Client may terminate the Contract for convenience by giving 10 working days’ written notice and shall pay the amount determined without double charging in accordance with Article 25(2) and (3). For a public Client, this right and its financial consequences shall apply only if they are permissible and expressly included in the tender documentation and the signed contract.
(2) The Contractor may terminate the contract by giving 10 working days’ written notice in the event of an irreconcilable conflict of interest, a legal or professional impediment, or a significant security risk which prevents the contract from being continued lawfully and in good faith. Immediate termination is permissible only where continuation is unlawful, creates an immediate and significant risk, or is provided for by law. In the case of a public Client, this right applies only if it is permissible and is included in the tender documentation and the signed contract. The Contractor shall use reasonable endeavours to ensure an orderly handover and shall refund any unused advance payment after deducting any sums lawfully due under Article 25.
Article 52. Consequences of termination
(1) The Contractor shall hand over the paid-for and reasonably usable completed parts of the Deliverable, unless their retention is permissible due to non-payment or such handover would contravene the law or the rights of third parties. Upon payment of all sums due for the parts handed over and as at the date of termination, the Client shall acquire the right of use under Article 42(6).
(2) The parties shall settle the amounts due, the return or deletion of data, the revocation of access rights and other practical consequences without undue delay.
(3) The provisions relating to payment, confidentiality, personal data, intellectual property, liability, applicable law and disputes shall continue to apply after termination, in accordance with their nature.
Article 53. Force Majeure
(1) A party shall not be liable for any failure to perform, caused directly by an unforeseeable or unavoidable event of an extraordinary nature, occurring after the commencement of the Contract and beyond its reasonable control, including a natural disaster, war, a terrorist act, a general strike, an epidemic measure, an act of a public authority, or a widespread disruption to the electricity supply or communications, subject to the provisions of Article 306 of the Commercial Act, where applicable.
(2) A lack of funds, a change in market price, a normal staff shortage or a foreseeable technical problem shall not in themselves constitute force majeure. A cyber incident or supplier failure shall also be assessed in light of whether the affected party has implemented reasonable measures for prevention, resilience and recovery.
(3) Force majeure does not exempt a party from payment for services duly provided prior to its occurrence.
(4) A party that was already in default prior to the occurrence of the event may not invoke force majeure in respect of the obligation in respect of which it was already in default.
Article 54. Notification and consequences in the event of force majeure
(1) The affected party shall notify the other party without undue delay of the event, its expected impact, its duration and the measures taken, and shall provide reasonable evidence where available. In the absence of such notification, or in the event of an unjustified delay in providing it, the affected party shall be liable for any damage caused by such failure.
(2) The performance of the obligations directly affected and of the counter-obligations directly related thereto shall be suspended for the duration of the event, and the time limits shall be extended by a reasonable period. The suspension shall not affect any payment already due for a service duly provided prior to the event. The parties shall endeavour to mitigate the consequences and to arrange for alternative performance where applicable.
(3) If the force majeure continues for more than 14 consecutive calendar days and the essential purpose of the Contract cannot be achieved, either party may terminate the affected part by written notice, without incurring a penalty for the termination itself. Financial settlement shall cover only the terminated part: the Client shall pay for the work duly performed thereunder up to the date of termination and for the pre-approved, irrevocable expenses, whilst the Contractor shall refund the established unspent balance of the advance payment allocated to that part within the time limit specified in Article 25(3).
XII. NOTICES, DISPUTES AND GOVERNING LAW
Article 55. Notices
(1) Operational notices shall be sent to the designated contact persons. Notices of breach, suspension, termination, claims or changes to contractual details shall be sent to the official addresses specified in the contract or the Offer in a manner that allows proof of dispatch and content.
(2) An electronic communication between the parties shall be deemed to have been received on the day on which it can be proven to have been received by the specified electronic system, provided this occurred on a Working Day by 17:00 Bulgarian time; in all other cases, on the following Working Day. Where the law, a public procurement contract or a contract specifically requires service by registered post, a qualified electronic registered mail service, a secure electronic service system or another form, the relevant requirement shall apply.
(3) Each party shall notify the other of any change of address, email address or representative without undue delay.
Article 56. Voluntary Settlement
(1) In the event of a dispute, the parties shall first exchange specific written positions and make good-faith efforts to resolve it through negotiations.
(2) The period for negotiations shall be up to 30 calendar days from the date of written notification, unless an immediate interim measure is required, a preclusive or limitation period is running, or the delay would cause substantial harm.
(3) The parties may, by mutual agreement, resort to mediation or another appropriate out-of-court method.
Article 57. Applicable Law and Jurisdiction
(1) The General Terms and Conditions and the Assignments shall be governed by the substantive law of the Republic of Bulgaria, excluding its conflict-of-law rules, unless the individual contract contains another permissible choice.
(2) Any disputes not settled herein shall be referred to the competent Bulgarian court. Insofar as procedural law permits contractual choice of forum, the courts in the city of Sofia shall have jurisdiction.
(3) In the case of public procurement, administrative acts or other special proceedings, the mandatory rules on appeals, review and jurisdiction shall apply.
XIII. FINAL PROVISIONS
Article 58. Assignment and Independence of the Parties
(1) The Client may not assign the Contract in its entirety or any material right thereunder without the prior written consent of the Contractor, except in the case of universal succession or where the law provides otherwise.
(2) The Contractor may assign a due and payable monetary claim in accordance with the law. The assignment of the entire Contract shall only take place with the necessary consent of the Client.
(3) The parties are independent contracting parties. The Contract does not create an employment relationship, a civil partnership, a commercial agency, a trust or the authority for one party to assume obligations on behalf of the other.
Article 59. Partial invalidity and non-exercise of a right
(1) The invalidity or inapplicability of a single provision shall not affect the remaining provisions, unless, without it, the contract cannot achieve its lawful purpose.
(2) The invalid provision shall be replaced, to the extent permitted by law, with a valid provision which most closely achieves the original lawful commercial or institutional purpose.
(3) The failure to exercise, or the delayed exercise of, a right shall not constitute a waiver thereof. A single deviation shall not constitute a standing practice without express written consent.
Article 60. Amendment
(1) The Company may amend the General Terms and Conditions for future Assignments. The new version shall be published with a number and the date of entry into force.
(2) An amendment to an Assignment that has already come into effect shall be valid only upon written acceptance by duly authorised representatives, except for operational clarifications that do not materially alter the subject matter, price, term, rights or liability.
(3) In the case of an open-ended subscription service, any amendment shall be made only in accordance with a transparent and agreed procedure, with reasonable prior notice and the right of termination where required by law or the contract.
Article 61. Language and Interpretation
(1) Headings are for convenience only and do not limit the content. A reference to a legislative act includes its applicable amendments and implementing acts.
(2) In the event of a translation, the Bulgarian version shall prevail, unless the individual contract expressly specifies another authentic text.
(3) The annexes to the individual contract, the Offer or any other specific Assignment form an integral part thereof, provided they have been duly accepted.
Article 62. Reports, Complaints and Claims
(1) Any Customer, Visitor or other interested party may submit a report, complaint or claim in relation to the Company’s activities, its website or a specific Assignment, to the email address [email protected] or to the correspondence address specified in Article 2(3). Where an individual contract provides for a specific channel or form of communication, these shall take precedence.
(2) The submission shall contain, where applicable: details of the submitter and their capacity; a contact address; a reference to the relevant contract award or circumstance; a clear description of the relevant facts and dates; the available evidence; and the submitter’s specific request. The Company may request further information where the information provided is insufficient for an objective assessment.
(3) The submitter should provide only the information necessary for the examination of the case and must not send classified information, trade secrets, special categories of personal data or other protected information via an unsecured channel, except where this is lawful, necessary and an appropriate secure channel has been agreed in advance.
(4) The company shall acknowledge receipt without undue delay and shall conduct an investigation in good faith, impartially and in accordance with the available evidence. The investigation shall not be entrusted to a person whose actions are the direct subject of the report, where this would give rise to a conflict of interest.
(5) A reasoned response shall be provided within 15 working days of receiving sufficient information to investigate the case, unless the law or the specific Assignment provides for a different timeframe. In cases of factual or legal complexity, where additional evidence is required, or where a third party is involved, the deadline may be extended once by no more than 15 working days, of which the complainant shall be notified before the expiry of the initial deadline.
(6) The Company shall restrict access to the information received to those persons for whom it is necessary, and shall process it in compliance with the applicable requirements regarding confidentiality, data protection, trade secrets and the rights of data subjects. Confidentiality is ensured to the extent permitted by law and must not impede the fulfilment of a legal obligation, defence against a claim or cooperation with a competent authority.
(7) An anonymous report may be investigated where it contains sufficiently specific and verifiable information; however, the Company is under no obligation to provide feedback if it is impossible to contact the submitter. The Company may, by a reasoned decision, discontinue the examination of submissions that are manifestly unfounded, incomprehensible, unrelated to its activities, or repetitive, and which do not contain any new relevant circumstances.
(8) The submission or consideration of a report, complaint or claim does not constitute an admission of any breach, non-performance or liability on the part of the Company; does not automatically suspend the performance of the Contract or any payment due; and does not interrupt or suspend any statutory, contractual, limitation, preclusive or procedural time limits.
(9) The internal investigation does not limit the submitter’s right to bring the matter before the competent Bulgarian court or the relevant supervisory, regulatory, investigative or law enforcement authority, depending on the subject matter of the case. Where a specific statutory procedure is established for a particular submission, including in relation to personal data, public procurement, competition, protected whistleblowing or criminal intelligence, that procedure shall take precedence.
(10) This Article does not create a consumer legal relationship and does not imply that the services are offered to consumers. It does not replace a specific internal channel for protected whistleblowing where the Company is required by law to maintain such a channel.