General terms and conditions

Последна редакция: 12 ноември 2026 г.

1. Dealer and contacts

Сайтовете smartwash.me и shop.smartwash.me се управляват от „СМАРТ УОШ“ ЕООД, ЕИК 208942807, със седалище и адрес на управление: гр. София, ул. „Крум Попов“ № 47. За запитвания, рекламации и кореспонденция: go@smartwash.me and the site's contact form.

2. Scope

Тези условия уреждат използването на сайтовете smartwash.me и shop.smartwash.me, дистанционните продажби на стоки, продажбите чрез вендинг машини и услугите на автоматичните автомивки и други устройства на самообслужване, когато са въведени в експлоатация. Информацията за дейност, която още не е активна, не означава, че тя вече е достъпна.

„Consumer“ is a natural person who is acting outside their trade or profession. The mandatory rights of consumers take precedence over any conflicting clause. Separately negotiated terms may apply to purchases by legal entities and professional customers.

3. Goods, services and prices

Essential features, applicable warnings, availability, terms and conditions and current prices are presented on the specific product page, during the ordering process or on the relevant device. Consumer prices include applicable taxes. Shipping costs and other applicable charges are displayed before finalizing the order.

If a material error in the information is identified, we notify the client and seek a lawful solution; we do not unilaterally change an already concluded contract without reason.

4. Online orders

The customer selects the products and quantities, enters the receipt data, selects an active delivery and payment method, reviews the final price and confirms the order via a button that clearly indicates the payment obligation. We send an e-mail to acknowledge receipt of the request and confirmation of acceptance of the order. The contract is considered concluded upon explicit confirmation of acceptance by us; usually an automatic receipt message does not constitute such acceptance if this is clearly stated in the order. The contractual information is provided on a durable medium, for example by e-mail.

In the event of unavailability or inability to fulfill, we will notify the customer without undue delay. If payment has been received for an order that we cannot fulfill, we will refund the amount in accordance with the law.

We reserve the right to contact the customer via the contact details provided if clarifications are needed regarding the address and method of delivery, quantities, characteristics of the selected products or other information necessary for the proper execution of the order. We do not unilaterally change an already confirmed order; if a change is necessary, we coordinate it with the customer.

5. Payment

Depending on the active options during the ordering process, payment by bank card, bank transfer and cash on delivery may be offered. Methods that are not yet active cannot be used. Card payments are processed through the payment operator; do not send card details by e-mail or through the contact form.

In the case of bank transfer, execution may begin upon receipt of the amount, if this is specified in advance. Accounting documents are issued in accordance with applicable legislation.

6. Delivery

We ship online orders only through the courier company „Speedy“ to the available and selected address, office or vending machine when the relevant service is offered. Processing and shipping time is usually 1 to 3 business days after order confirmation., according to the type of product, the requested quantity and the necessary clarifications. When paying by bank transfer, preparation can begin after receiving the amount, if this is clearly stated in the order. This period is for handing over the shipment to the courier, and not a promise to deliver to the customer within the same period. The specific available options and delivery costs are displayed before the order is completed. Unless otherwise agreed, the statutory requirements for delivery without undue delay apply, as a rule within 30 days after conclusion of the contract.

In the case of consumer purchases, the risk of loss or damage to the goods usually passes upon their actual receipt by the consumer or a person designated by him other than the carrier, in accordance with the exceptions provided for by law. In the event of an undelivered or damaged shipment, the customer can notify us at go@smartwash.me.

7. Cancellation of a remote purchase

The consumer generally has the right to withdraw from a distance purchase without giving any reason within 14 days of receipt. For certain goods and contracts, the law provides for exceptions that apply only if the legal prerequisites are met.

The refusal shall be declared by an unequivocal statement of go@smartwash.me or via the online cancellation function, where applicable. We confirm receipt of the product on a durable medium. The consumer sends back the product within the statutory period. We refund the amounts, including the costs of the usual initial delivery when required by law, within 14 days of notification of the cancellation, with the option to withhold the refund until receipt of the product or proof of its sending, in accordance with the law. If an online purchase is cancelled without giving a reason, the costs of the return delivery are at the expense of the consumer. In the event of a defect, an incorrectly sent product or other non-compliance with the order, the necessary return costs are at our expense.

For services ordered remotely, the cancellation and the consequences of already started performance are determined by the specific contract and the legal requirements for prior explicit request or consent. The detailed procedure and the cancellation form are available on the page „Cancellation and return“.

To send returned goods, use the following delivery address: „SMART WASH“ EOOD, Speedy office No. 2 „SOFIA - SOMAT“, Sofia, 22 Abagar Street. When exercising the statutory right of withdrawal, you do not need to obtain prior permission from us. It is recommended that you provide an order number or other data with which we can identify the return. In the event of a withdrawal without reason, the customer pays the return shipping. In the event of our error, defect or non-compliance of the product with the order, we will cover the necessary return costs.

8. Complaints and legal guarantees

In the event of a lack of conformity of goods, the consumer has legal remedies, including repair, replacement, price reduction or termination of the contract under the relevant conditions. For ordinary consumer goods, rights can usually be exercised up to two years from delivery, with special rules for certain products.

A complaint can be sent to go@smartwash.me with information about the purchase, a description of the problem and, where possible, photographs. The absence of a specific document does not in itself waive the rights granted by law. Any commercial guarantee does not limit the legal guarantee of conformity.

9. Automatic car wash and self-service

The customer selects a program and follows the instructions for entry, positioning, stopping and exit. The permissible dimensions and restrictions of the vehicle are determined by the instructions of the specific site. Before washing, close the windows, sunroof and trunk, turn off the automatic wipers and check that the exterior parts and accessories are securely fastened. Do not open the doors or move the vehicle during the working cycle, unless explicitly instructed.

Some old or stubborn dirt may require special cleaning; touchless cleaning does not guarantee removal of everything. In case of a problem, follow the emergency instructions and seek assistance as announced at the facility. Additional devices, including the insole machine, are used according to their instructions. When a program includes free insole cleaning, this is indicated in its description.

Nothing in these terms and conditions excludes the legal liability of the trader.

10. Vending machines

When selling from vending machines, the customer is informed by the markings on the machine and on the product about the price, characteristics and necessary warnings. If the payment has been made but the product has not been delivered, send a signal to go@smartwash.me with date, time, location, product and payment details.

The mere purchase from a physical vending machine on site does not automatically give rise to a 14-day right of withdrawal under the distance contract rules. Statutory rights for defective and non-conforming goods remain in force.

11. Business customers, equipment and franchise

Inquiries about franchises, professional equipment and supplies to company fleets do not automatically constitute a contract. Prices, technical specifications, deadlines, installation, service, warranties and payments are determined in the specific offer and contract. For commercial transactions, the agreed special conditions and mandatory legal regulations apply.

12. Personal data and cookies

For the processing of personal data, the purposes and the rights of individuals, see „Privacy Policy“. For cookies used and consent management, see „Cookie Policy“ and the settings available in the footer.

13. Intellectual property and use of the site

The content, logos, images and design are protected under applicable laws. Their use for commercial purposes without the necessary permission is prohibited. The site may not be used for unauthorized access or misuse of its technical resources.

14. Complaints and disputes

Send a question or complaint to go@smartwash.me. We will investigate the case and respond appropriately. Consumers may seek assistance from the Consumer Protection Commission (kzp.bg) and, where applicable, from a competent conciliation commission. The right to protection before a competent court is not limited.

15. Changes and applicable law

When changing the terms and conditions, we publish a current version on the site. Changes do not unilaterally affect already concluded contracts in violation of the law. Bulgarian law applies, and this does not deprive consumers of the mandatory protection provided by applicable European law.