Terms & policies

1. General
These terms govern booking and staying at the "Sofia / Cherkovna Nest" apartment (Cherkovna Residence, Sofia), offered for short-term stays through this site. By sending a reservation request, the guest confirms they have read and accept these terms, the cancellation policy and the refund policy.

2. Seller
MAT-DZHI EOOD (МАТ-ДЖИ ЕООД), company ID (ЕИК) 203449792
Address: Sukhata Reka, bl. 110, entr. A, fl. 1, apt. 1, Sofia, Bulgaria
Email: mdzhigoshev@gmail.com
Phone: +359 898 721 920

3. Booking
- A request sent from this site is not yet a booking. It becomes one when we confirm it by email or phone.
- The confirmation states the dates, the number of guests and the total price.
- The apartment sleeps up to 4 guests. Only the guests named in the booking may stay.

4. Price and payment
- Prices are in euro (EUR). The total in the confirmation is final for those dates and guests.
- Payment is in full by bank card, online, on myPOS's secure payment page. We don't accept cash or bank transfers.
- The payment link is sent the day before arrival; payment is open from the day before check-in until check-in day.
- If the stay isn't paid by check-in time, we may cancel the booking.
- Card details are entered only on the myPOS page. We never receive or store them.
- Every payment gets a sale registration document under Bulgarian Ordinance Н-18.

5. Guest registration
Bulgarian tourism law requires every guest to be registered in the national tourist information system (ESTI). Before arrival each guest receives a link to register online with their name, date of birth, nationality and ID document details (plus the personal number for Bulgarian citizens). We can't check in a guest who hasn't registered.

6. Check-in and check-out
- Check-in: from 15:00 on the day of arrival.
- Check-out: by 11:00 on the day of departure.
- Early check-in or late check-out only when we confirm it.
- The apartment is on the 8th floor. The lift goes to the 7th floor; the last floor is one flight of stairs.

7. House rules
- No smoking inside the apartment.
- No parties or events.
- Quiet hours 22:00–08:00, out of respect for the neighbours.
- Pets only if agreed in advance.
- Please treat the apartment with care and follow the building's rules for the shared areas.

8. Liability
- The guest is responsible for damage to the apartment and its contents during the stay, caused by them or anyone staying with them.
- We aren't liable for personal belongings left in the apartment or shared areas, or for temporary power, water, internet or lift outages outside our control. If something stops working, we'll do our best to fix it quickly.

9. Right of withdrawal
Under Art. 57(12) of the Bulgarian Consumer Protection Act, the 14-day right of withdrawal does not apply to accommodation booked for specific dates. Cancellations follow the cancellation policy.

10. Personal data
We process guests' personal data only for the booking, the payment and the legally required ESTI registration. Registration data is stored encrypted and deleted automatically after the stay, unless the law requires us to keep it longer. You can ask for access to, correction or deletion of your data at the email above.

11. Complaints and disputes
Send complaints to the email or phone above; we reply within 7 days. Disputes we can't settle together may be taken to the Bulgarian Consumer Protection Commission (www.kzp.bg) or the competent Bulgarian court. Bulgarian law applies.

12. Changes
We may update these terms. Each booking is governed by the terms published on the date it was confirmed.

When we refund
- When a cancellation qualifies for a full or partial refund under the cancellation policy.
- When we cancel a confirmed booking.
- When a payment was made twice, or for more than the amount due.
- When a change of dates lowers the price.

How we refund
- The money goes back to the card used for payment, through myPOS. We don't refund in cash or to another account.
- Refunds are in euro, in the amount paid. We don't deduct any fee for the refund.
- Every refund gets a document under Bulgarian Ordinance Н-18.

How long it takes
- We send the refund within 14 days of the cancellation, or of agreeing that a refund is due.
- How soon it shows on your account depends on the bank that issued your card — usually 5–10 business days.

How to ask for a refund
Email mdzhigoshev@gmail.com or call +359 898 721 920 with the name on the booking and the dates of the stay. We'll confirm the amount and when it was sent.

Complaints
If you think an amount was kept wrongly, send a complaint to the same email; we reply within 7 days. You can also contact the Bulgarian Consumer Protection Commission (www.kzp.bg).

MAT-DZHI EOOD (МАТ-ДЖИ ЕООД), company ID 203449792, Sukhata Reka, bl. 110, entr. A, fl. 1, apt. 1, Sofia, Bulgaria

Cancelling before payment
You only pay the day before arrival. Until then you can cancel at any time, free of charge. Just let us know by email (mdzhigoshev@gmail.com) or phone (+359 898 721 920).

Cancelling after payment
- By 12:00 on check-in day: we refund 50% of the amount paid.
- After 12:00 on check-in day, or if you don't arrive: no refund.
- Leaving early: nights not used are not refunded.

Changing dates
Ask as early as you can. If the new dates are free, we'll confirm the change and the new price. If the stay is already paid, the difference is charged or refunded to your card.

If we cancel
- If we have to cancel a confirmed booking for reasons on our side, we refund the full amount paid.
- We may cancel a booking that isn't paid by check-in time, or whose guests haven't completed the registration the law requires. If nothing was paid, you owe nothing.

Force majeure
If the stay becomes impossible for reasons beyond either side's control (a natural disaster, an official travel ban, the building being closed), we refund the full amount paid or offer new dates, whichever the guest prefers.

Right of withdrawal
The 14-day right of withdrawal under the Bulgarian Consumer Protection Act does not apply to accommodation booked for specific dates (Art. 57(12)), so the rules above apply instead.

How and when money is returned is explained in the refund policy.