Terms and Conditions

Terms and Conditions for the Use of the Hotel Booking and Services Platform

I. GENERAL PROVISIONS

1. Information about Us and the Platform

This website, available at www.astorgardenhotel.com (the “Website”), as well as the online booking platform (the “Platform”) accessible through the Website, are operated by:

“KARACHI” EAD, UIC 203295839, with its registered office and principal place of business in the Republic of Bulgaria, city of Varna, postal code 9006, Primorski District, St. St. Constantine and Helena resort – Administrative Building.

Email: reservations@astorgardenhotel.com

Telephone: +359 52 817 700 / +359 888 313 293

hereinafter referred to as the “Merchant” or, as the context may require, “we” or “us”.

The Website is designed to enable users to make online bookings for hotel accommodation and related tourism services, as well as to pay for such services using the payment methods made available by us.

These Terms and Conditions govern: (i) the use of the Website; (ii) the booking Platform accessible through the Website; (iii) bookings made through the Platform; and (iv) all payments made through payment links (Pay-by-Link) or through other payment methods available on the Platform.

2. Registration

A user account is not required to make a booking through the Website. The Website allows users to make and pay for a booking as a “guest” (guest checkout).

At your option, you may create a user account. Registration is entirely voluntary and free of charge. Creating an account allows you, among other things, to manage your bookings more easily, store information about past bookings and, subject to your explicit consent, store your personal data for faster and more convenient bookings for future stays. Through your user account, you may also participate in our loyalty programmes and use other functionalities offered through the Website.

You may register at any time – before, during or at the end of the booking process.

To create a user account, you must provide the information specified in the registration form. Regardless of whether you make a booking using a user account or as a “guest”, you must provide, at a minimum, certain categories of data necessary for the performance of your booking.

Fields marked as mandatory must be completed accurately and correctly. Otherwise, it may not be possible to create a user account (where registration has been requested) and/or complete the booking process.

The User is responsible for the accuracy and currency of the information provided throughout the period during which their account is maintained. In the event of any change to such information, the User must promptly update it by editing their user account or by notifying the Merchant in writing.

The user account is personal and may not be transferred or made available for use by third parties without the Merchant’s consent.

3. General Booking Rules and Information about Our Partners

Through the Website, we offer the possibility to book hotel accommodation (including short-term stays and guest accommodation), as well as additional services offered by the hotel, where available. Such additional services may include meal and accommodation packages, spa and wellness services and others. To make bookings through the Platform, you must be at least 18 (eighteen) years old.

We use external service providers for the provision of booking and payment services.

The booking Platform and the reservation management system are provided, technically maintained and administered by Aven Hospitality Solutions GmbH (hereinafter referred to as “Aven”).

Payments for the services offered through the Website are made through a secure payment page operated by Adyen N.V. (hereinafter referred to as “Adyen”), acting as a specialised payment service provider. Depending on the selected booking and payment method, access to the payment page may be provided by: (i) automatic redirection from the Website; or (ii) an individually generated payment link (Pay-by-Link) sent by the Merchant to the User by email.

The use of the services of the above-mentioned external providers is solely technical and/or supportive in nature and does not create any contractual relationship between such providers and Users with regard to the main services, namely hotel accommodation bookings. The contract for the provision of hotel services is concluded solely between the User, as the recipient of the services, and the Merchant, as the service provider.

All prices displayed on the Website are in euros (EUR). Until 8 August 2026, the prices will also be displayed in Bulgarian lev (BGN). Notwithstanding such dual display, the services may be ordered and paid for solely and exclusively in euros.

The published prices of the services are final and include all applicable taxes and fees.

The prices displayed for the respective service are valid only at the time the User submits the booking request through our Website. You shall pay the price displayed at the time the booking request is submitted.

4. Bookings – Technical Steps

A booking of hotel services through the Platform may be made by following these steps:

  1. Selection of the hotel, stay period, number of guests, room type and/or other applicable booking parameters;

  2. Selection of additional services, where applicable;

  3. Provision of the information necessary for the booking – first and last name of the person in whose name the booking is made, email address, contact telephone number and other information required for the provision of the hotel services;

  4. Review of the selected services, the total price, the applicable cancellation conditions and the other terms of the booking;

  5. Explicit confirmation that you have read and agree to these Terms and Conditions and that you confirm the booking;

  6. Clicking the “Book”, “Confirm” or other equivalent button indicating the final submission of the booking request. Before finally submitting the booking request, the User may review the information entered and the selected services and correct any errors and/or discrepancies by returning to the relevant previous step or editing the respective field. The information relating to the confirmed booking is stored by the Merchant and is accessible through the confirmation voucher sent to the User.

  7. Upon completion of the above steps, the User shall be deemed to have submitted a booking request. Upon acceptance of the request, the Merchant shall send to the email address provided by the User, within the period specified below, a confirmation voucher containing a unique booking number and the booking details. The contract for the provision of hotel services shall be deemed concluded upon the sending of the confirmation voucher. Depending on the payment method applicable to the specific booking, payment shall be made either immediately during the booking process or following confirmation of the booking through an individually generated payment link (Pay-by-Link), which the Merchant shall additionally send to the User by email.

The confirmation voucher contains your unique booking number and shall be delivered to the email address provided by the User within 24 (twenty-four) hours of submission of the booking request. The actual provision of the accommodation service shall commence upon check-in on the scheduled arrival date.

In the event of insufficient availability at the selected hotel or any other objective inability to perform the booking, the Merchant shall have the right to reject the request and shall notify the User thereof in a timely manner. If any payment has been made in connection with the rejected request, all amounts paid shall be refunded in full to the payment method originally used within 10 (ten) business days.

New bookings may be refused in cases of repeated failure by the User to comply with their obligations under previous bookings, including failure to appear at the hotel without the booking having been duly cancelled.

The Merchant shall not be liable for failure to perform a booking due to:

(i) false, incomplete and/or inaccurate information provided by the User, including an incomplete, inaccurate or fictitious address or telephone number;

(ii) failure to receive the payment due, where such payment is a condition for confirmation of the booking;

(iii) acts or omissions of third parties, including payment service providers or other technical service providers, or force majeure circumstances.

5. Payment and Cancellation Policy

5.1. Payment

Payment for the requested hotel services may be made by one of the following methods, depending on the specific booking:

(i) Automatic redirection to a secure payment page – under this payment method, during the booking process the User is redirected through the booking module and the associated payment infrastructure to a secure payment page operated by Adyen, where the User enters the required payment details and makes the payment.

(ii) Individual payment link (Pay-by-Link) – following confirmation of the booking details by the Merchant, the User is sent an individual payment link by email, through which the User is redirected to a secure payment page and makes the payment. Under this payment method, the booking may be confirmed without payment being made at the time the booking request is submitted.

The payment method applicable to the specific booking shall be determined solely by the Merchant and shall be communicated to the User during the booking process.

All payments under both of the above scenarios are processed by the payment service provider Adyen. Payment card details are entered solely on Adyen’s secure payment page and are not stored by the Merchant. All liability in connection with payments made, including, but not limited to, unsuccessful or delayed payments for any reason, loss or leakage of personal or other data, etc., shall lie with Adyen. The Merchant shall likewise not be liable for refusal, delay or inability to make a payment where this is due to actions or omissions of the payment card issuer, the servicing bank, incorrect payment details entered by the User, insufficient funds in the relevant account or other circumstances beyond the Merchant’s reasonable control.

Payment shall be deemed made upon its due confirmation by Adyen. Following receipt of notification from Adyen that the payment has been successfully completed, the Merchant shall send confirmation of the successful payment to the email address provided by the User.

As a rule, payment for hotel services shall be made in advance through the payment methods described above. The Merchant reserves the right, but not the obligation, at its sole discretion, to allow the User, for certain bookings, to make payment directly at the relevant hotel upon check-in. Where payment at the hotel is selected, clicking the “Book”, “Confirm” or other equivalent button shall constitute submission of a booking request. The contract shall be deemed concluded upon the Merchant’s sending of the confirmation voucher, and in such cases the provisions of this section concerning advance payment shall not apply. The Merchant may require the User to provide valid payment card details through Adyen’s secure payment environment as a guarantee for the booking.

5.2. Cancellation Policy

The possibility of cancelling a booking and obtaining a refund of amounts paid depends entirely on the specifics of the booking (stay period, accommodation type, etc.) and the selected rate plan.

The applicable rate plan and cancellation conditions shall be indicated and brought to the User’s attention before the final confirmation of the booking request/booking and shall constitute an integral part of the contract for the provision of hotel services.

The following cancellation models may apply:

A. Bookings with Free Cancellation

For a booking made under a rate plan allowing free cancellation, you shall be entitled to a refund of 100% (one hundred per cent) of the amount paid by you, provided that you cancel the booking no later than the deadline specified in the terms of the applicable rate plan for the relevant hotel.

To cancel the booking and request a refund of the amount paid, you must:

(i) use the “Cancel Booking” link contained in the confirmation email sent by Aven; or

(ii) send a written request to our support email address – reservations@astorgardenhotel.com – stating your name and booking number.

Following processing of the cancellation, the refundable amount shall be automatically refunded to the User’s payment card within 10 (ten) business days.

The Merchant shall not be liable for any delay exceeding the period specified above where the refund has been initiated by the Merchant within the applicable period and the delay is due to actions or omissions of the User’s servicing bank or other causes beyond the Merchant’s control.

The period within which the refunded amount will be credited to your account may also depend on your servicing bank or the relevant payment service provider.

Where a booking is eligible for cancellation but the User fails to cancel it in accordance with the procedure set out in this Section A above, the Merchant shall have the right to retain the entire amount prepaid by the User, regardless of whether the User actually appears for check-in at the hotel.

B. Non-Refundable Bookings

Bookings made under a non-refundable rate plan are not eligible for free cancellation or a refund of amounts paid in the event of cancellation at the User’s request. Before confirming the booking request, the User shall be expressly informed that, in the event of cancellation by the User and/or failure to appear at the hotel, the amounts paid shall be retained in full (100%) by the Merchant. The foregoing shall not limit the User’s statutory rights in the event of non-performance by the Merchant.

Where the booking provides for payment at the hotel and the User: (i) fails to cancel the booking within the applicable period under Section A and does not appear at the hotel; or (ii) cancels a booking made under a non-refundable rate plan, the Merchant shall be entitled to receive the full price of the booking from the User. Where the User has provided payment card details when submitting the booking request for the purpose of guaranteeing the booking, such amount may be charged to the card only if the User has been informed in advance and has provided the necessary prior consent.

6. Dispute Resolution

In the event of any questions or disputes relating to the use of the Website, the booking Platform accessible through it and/or bookings made through the Platform, as well as regarding the interpretation and applicability of these Terms and Conditions, the User may contact the Merchant using the contact details provided above in these Terms and Conditions.

We hereby inform you that we fall within the scope of activities of bodies for Alternative Dispute Resolution (ADR), including the General Conciliation Commission at the Commission for Consumer Protection, with its registered office in Sofia, 1 Vrabcha Street, floors 3, 4 and 5, 1000 Sofia, adr.sofia@kzp.bg, www.kzp.bg, and the Alternative Consumer Dispute Resolution Body at the National Association for Consumer Protection, Sofia, 9 Positano Street, entrance A, floor 4, office 14, office@nazp.bg, www.nazp.bg.

Notwithstanding the above, we are not obliged and do not undertake to resolve disputes through alternative dispute resolution bodies.

7. Intellectual Property

The entire content of our Website, including texts, photographs and graphic images, audio and video files, is the exclusive property of the Merchant, unless otherwise stated. Such elements, which constitute works protected by copyright or other intellectual property rights, may be used solely for personal and not for commercial purposes.

The right to access the Website and/or Platform does not include the right to copy or reproduce information, videos, photographs or other elements of the Website or to use any intellectual property rights existing therein. Unauthorised or unlawful use of any registered trademark or logo of the Merchant is prohibited. Please note that infringement of our copyrights or other protected rights may result in civil and/or criminal liability.

8. Applicable Law

All disputes arising out of or in connection with these Terms and Conditions, including, without limitation, the conclusion and performance of individual contracts for the provision of hotel services, the use of the Website and Platform, the making of bookings and the due payment thereof, shall be governed by the substantive and procedural laws of the Republic of Bulgaria.

In view of the dynamic nature of changes to the legal and technical requirements applicable to the operation and maintenance of the Website and Platform, these Terms and Conditions may need to be amended or updated from time to time. All registered Users shall be notified thereof within 7 (seven) days, by email or through a publication on the Website.

If any provision of these Terms and Conditions becomes invalid as a result of changes in legislation or for any other reason, the corresponding provisions of the applicable law shall apply. The partial invalidity of any provision shall not affect the validity and enforceability of the remaining provisions.

9. Merchant’s Liability

The Merchant uses reasonable efforts to ensure that the information available on the Website is accurate and up to date at all times, but does not guarantee the completeness of the content and does not undertake to update the information within any specific timeframe. The Merchant reserves the right at any time to remove, amend or supplement the published content.

The Merchant uses reasonable efforts to ensure the normal operation of the Website and the Platform accessible through it. The Merchant further reserves the right to interrupt or discontinue any functionalities of the Website at any time and to cease maintaining and providing access to the Website in its entirety, without this giving rise to any liability on its part. The Merchant is under no obligation and does not guarantee that access to and use of the Website will be uninterrupted, timely, secure or error-free. The Merchant shall not be liable for failure to provide access to the Website or for reduced quality of access resulting from tests carried out by the Merchant for the purpose of checking equipment, connections, networks and other systems, or from tests aimed at improving or optimising the Website.

The Merchant shall not be liable for damage caused to the software, hardware, facilities or equipment of Users, or for loss of data, resulting from materials or resources loaded or used in any manner through the Website. The Merchant shall not be liable for any damage that may arise in connection with accessing or using the Website, unless such damage has been caused intentionally or through gross negligence on the part of the Merchant.

10. User Liability

Users undertake not to engage in malicious activities when accessing or using the Website. “Malicious activities” shall include any acts or omissions causing damage to the Website, including any of the systems supporting it and responsible for its availability and proper functioning; sending unsolicited communications (unsolicited commercial messages, spam); flooding communication channels or overloading systems; obtaining access to resources protected by third-party rights or passwords; exploiting system vulnerabilities for personal gain or for obtaining information; damaging or destroying systems; installing viruses or remote-control systems; interfering with the normal operation of other Website users; or carrying out any actions that may constitute a criminal offence or administrative violation under Bulgarian law or any other applicable law.

11. Hyperlinks to Third-Party Websites

Our Website may contain hyperlinks to websites operated by external providers. The Merchant does not guarantee and shall not be liable for any unlawful content or other infringement by third-party websites. Such websites shall be subject to the respective terms and conditions and policies of the third party, including with regard to the protection of your personal data.

12. Personal Data Protection

Your personal data is processed by the Merchant in its capacity as a data controller. Further information regarding the protection of personal data is available in the “Privacy Policy” section of our Website.

For information regarding the processing of your personal data by Adyen or another service provider referred to herein, please refer to the privacy policy available on the website of the respective service provider.

13. Information about the Regulatory Authority

Commission for Consumer Protection

Address: 1 Vrabcha Street, floors 3, 4 and 5, Sofia, Bulgaria

Tel.: 02 / 933 05 65

Fax: 02 / 988 42 18

Consumer hotline: 0700 111 22

Website: www.kzp.bg