Complaints & Warranties
SmartWash.me · Information for consumers and corporate clients
Last edited: November 8, 2026.
If the product does not match the order or a service is not performed correctly, here you will find how to file a complaint, what rights you have and how we handle the case. The statutory rights of consumers are preserved regardless of these terms.
1. Who accepts complaints?
This page governs the submission and review of complaints about goods and services offered by SmartWash.me, managed by „SMART WASH“ EOOD, UIC 208942807, with headquarters and management address: Sofia, 47 Krum Popov Street.
You can contact us at go@smartwash.me, through the contact form or in any other legally applicable manner. For assistance, please indicate the product or service, the place and date of purchase, and what problem occurred.
2. What is a complaint and how does it differ from a refusal?
Claim is claimed in the event of a defect, wrong goods delivered, non-conformity with the description or poor quality service. It is different from the consumer's right to cancel a distance purchase without reason within 14 days.
To return an online purchase without a reason, read „Return Conditions“. The expiration of the 14-day withdrawal period does not cancel rights in the event of a defect or non-conformity.
3. Legal guarantee of conformity of goods
When selling goods to consumers, we are generally liable for any non-conformity that exists upon delivery and occurs within two years from receipt of the goods. This applies to purchases from our online store and to goods sold on site through vending machines, subject to applicable legal regulations.
A lack of conformity is, for example, a missing element, an incorrect product, damage, a significant discrepancy with the description or a lack of agreed characteristics. Normal use, natural wear and tear and damage due to improper use are not in themselves grounds for a claim for initial lack of conformity.
For a discrepancy that occurred during first year after delivery, it is generally assumed that it existed at the time of delivery, unless proven otherwise or the legal presumption is not compatible with the type of product or the problem. Separate rules may apply to some special categories of goods.
4. What rights do you have in case of defective or non-conforming goods?
The consumer may request free bringing of the goods into conformity, as a rule choosing between: repair and replacement, unless the chosen solution is impossible or entails disproportionate costs according to the law.
The repair or replacement shall be carried out free of charge and without significant inconvenience to the customer. For ordinary goods that do not contain digital elements, the law provides for a period of within one month from the notification of the lack of conformity. For goods with digital elements, special rules on a reasonable period of time apply.
Under legal conditions, for example when the repair or replacement has not been carried out, the non-conformity recurs or is particularly serious, the customer may request proportional price reduction or cancellation of the contract and refund of the amount. In the event of a minor discrepancy, the law may preclude termination of the contract.
5. How to file a complaint
The claim is being filed. written or oral in accordance with the procedure provided for by law. It is most convenient to send an e-mail to go@smartwash.me or use contact form. We accept complaints at the address of management, as well as at applicable points of sale within the framework of the requirements of the law.
For faster verification, please provide your name and contact information, order number or other information about the purchase, product or service, a description of the problem and a preferred method of resolution. Attach the documents on which the claim is based to the complaint - a receipt or invoice and, where relevant, protocols, acts or other evidence. Photos, a video recording, a bill of lading or a payment document can help with faster verification. If you are sending files, use e-mail; the contact form can be used for an initial signal. We do not require unnecessary personal data or prior consent with a waiver of legal rights.
A timely complaint is accepts and registers according to the applicable requirements. The client is provided with a document for its registration with data about the complaint. When the complaint is satisfied, the relevant document is drawn up according to the law.
6. Who pays for return shipping in case of a complaint?
When we have sent the wrong product or the product is defective or does not match the order, we will cover the necessary costs for its return. Repair or replacement in the event of a justified complaint is carried out free of charge under the terms of the law.
To send the goods for inspection you can use Speedy, office No. 2 „SOFIA - SOMAT“, Sofia, 22 Abagar Street, recipient „SMART WASH“ EOOD. In order to organize the transport at our expense, we recommend that you contact us in advance. This is an organizational convenience, not a condition for accepting a legitimate claim.
At refusal to purchase without reason, and not in the event of a complaint, the costs of return delivery are at the expense of the customer in accordance with the previously announced conditions and the law.
7. Complaints about vending machine products
A complaint can also be filed for a product purchased from a vending machine, for example if the product is defective, different from the one selected, or with a missing part. If the machine accepts payment but does not release the product, you can also report it to us.
Point out which machine was used, the object, the approximate date and time, the product selected, the amount paid and what exactly happened. If you have a photo or proof of payment, attach it. We will conduct an inspection and offer a solution according to the result and the law.
Purchasing from a vending machine does not deprive the customer of legal rights in the event of a defect or non-conformity.
8. Complaints and claims about automated services
If a technical malfunction has occurred in the automatic car wash, mat cleaning device, or other of our facilities, the cycle was not performed according to the selected program, or the service did not match what was advertised, you can notify us of the problem.
The separate rules of the services apply. Consumer Protection Act. A complaint for non-conformity of the service can be filed when the non-conformity occurs. within two years after its provision, but not later than 14 days from its establishment. When the legal prerequisites are met, the customer may request adequate performance of the service, a price reduction or termination of the contract.
Please indicate the object, the selected program or device, the approximate date and time, the vehicle registration number, if necessary to identify the specific case, and a brief description of the problem. We may request additional information necessary for an objective verification. The data is processed in accordance with Privacy Policy.
9. If you claim that the service caused damage
If you suspect damage to a vehicle or other property as a result of work on our facility, please notify us promptly and describe what occurred. Photographs, visit details, payment document, and other available information that allows for verification are helpful.
We consider the specific circumstances and the available evidence. The liability of the parties is determined according to the causal relationship, the applicable legal provisions and the established facts. We do not exclude in advance any liability that the law assigns to the trader.
10. Trade Assurance and Corporate Clients
It is possible that a manufacturer or seller may provide a separate commercial guarantee for a specific product. It is applied according to its announced conditions and does not replace or abridge statutory rights to the user in case of non-compliance.
For purchases by legal entities or for professional activities (B2B), the conditions for complaints, guarantees, installation and service are additionally regulated in an individual offer or contract. Statutory rights and mandatory rules remain applicable. For professional equipment and franchises, the corresponding individual agreements also apply.
11. Contacts and dispute resolution
You can send a complaint or question to go@smartwash.me or through the „Contacts“ page“. We are reviewing the case and contacting you with information about next steps.
In case of a dispute, the user may refer