Gift Voucher Terms & Conditions

Terms and Conditions for Gift Vouchers

Last updated: 01.09.2025

Merchant:
KUGO Cleaning EOOD, UIC 207786065
Registered address: Razlog, Predel St. 9A, floor 3, Bulgaria
Manager: Georgi Raykov Zhegov
Email: info@kugocleaning.bg
| Tel.: +359 898 606 300

These Terms and Conditions govern the issuance, purchase and use of gift vouchers (“Voucher(s)”) of KUGO Cleaning EOOD (“the Company”, “KUGO”) for professional cleaning services.

1. Definitions

1.1. Voucher – a valuable document/electronic document with a nominal value issued by KUGO, entitling the holder to receive services up to the nominal value in compliance with these Terms.
1.2. Authenticity code / QR code – a unique code generated by KUGO used to validate the authenticity and status of the Voucher.
1.3. Medium – a PDF/PNG file or printed copy provided to the Buyer/Recipient.

2. Issuance and types

2.1. Vouchers are issued with a fixed monetary value in Euro.
2.2. The Voucher is personal – the Recipient’s name is indicated on it.
2.3. Each Voucher contains a QR code and/or authenticity code.
2.4. Vouchers may be purchased online or on-site via KUGO’s current sales channels.

3. Validity

3.1. Unless expressly stated otherwise on the Voucher, the validity is 6 (six) months from the date of issuance.
3.2. After expiry, the Voucher cannot be used and is not subject to refund/replacement.

4. Non-cash nature

4.1. The Voucher is not a means of payment and is not redeemable in whole or in part for cash.
4.2. If the value of ordered services is lower than the nominal value, the unused part is generally not refundable.
4.3. If the value of services exceeds the nominal value, the difference is payable by the client according to KUGO’s price list.

5. Non-transferability and security

5.1. The Voucher is strictly personal and cannot be transferred to third parties without KUGO’s prior written consent and re-registration.
5.2. KUGO is not liable in case of lost/stolen or copied Voucher/code if it has already been validated and/or used.
5.3. KUGO may refuse service if counterfeiting, manipulation or damage of the QR/code is suspected.

6. Procedure for use (mandatory)

6.1. The client contacts KUGO through the listed contacts and requests to use the Voucher.
6.2. An inspection of the property/site is scheduled (on-site or remote, at KUGO’s discretion) to determine scope, access and price.
6.3. A date/time for cleaning is agreed. Where possible, clients with a valid Voucher may receive scheduling priority.
6.4. Before starting the service, the Voucher is validated by a KUGO employee by scanning the QR code and/or entering the unique code in the system.
6.5. After validation, the Voucher value is deducted from the service price.

7. Geographic coverage and services

7.1. Vouchers are valid for services within KUGO’s service areas (e.g., Razlog, Bansko and nearby settlements). For distant addresses, transport or additional fees may apply – communicated in advance.
7.2. The specific scope of services is determined during the inspection according to the type/condition of the site and the available nominal value.

8. Bookings, changes and cancellations

8.1. Changing an already scheduled appointment is possible with at least 24 hours’ prior notice.
8.2. In case of delay or lack of access to the site, KUGO may charge a fee or refuse performance, and the Voucher may be considered partially/fully used according to incurred costs.
8.3. In case of no-show without notice, KUGO may deduct actual organizational costs from the Voucher value.

9. Distance purchase – right of withdrawal

9.1. For vouchers purchased online by consumers under Bulgarian CPA, the 14-day right of withdrawal applies from the purchase date, provided the Voucher has not been validated/used and is not subject to a statutory exception.
9.2. Upon withdrawal, the amount is refunded via the payment method used after receiving an undamaged and non-validated Voucher/code.
9.3. Payment processor fees, courier and other direct costs may be non-refundable where lawful and disclosed in advance.

10. Prices, invoicing and taxes

10.1. All prices are in BGN including applicable taxes unless stated otherwise.
10.2. An invoice can be issued upon the buyer’s request – details must be provided at purchase or no later than 5 business days thereafter.

11. Restrictions and abuse

11.1. Vouchers cannot be used to purchase other vouchers.
11.2. Vouchers cannot be combined with other discounts/promotions unless KUGO states otherwise in writing.
11.3. KUGO may limit/refuse acceptance of a Voucher in case of suspected fraud, breach of terms or inconsistency.

12. Personal data

12.1. KUGO processes personal data (name, contacts, code, etc.) in accordance with Regulation (EU) 2016/679 (GDPR) and applicable law solely for issuance, sale and use of Vouchers and for accounting/legal requirements.
12.2. Full information on data protection is available in KUGO’s Privacy Policy.

13. Liability

13.1. KUGO is not liable for indirect damages, lost profits or consequences of inability to use the Voucher where due to the client, third parties or force majeure.
13.2. KUGO’s total liability related to the Voucher cannot exceed its nominal value.

14. Force majeure

14.1. The parties are not liable for non-performance due to force majeure within the meaning of the law – events beyond reasonable control occurring after voucher issuance and preventing performance.

15. Changes to the terms

15.1. KUGO may amend these Terms by updating the “Last updated” date and publishing the new version on the website. For vouchers already issued but unused, the terms effective at issuance apply unless the changes are more favorable to the client.

16. Governing law and jurisdiction

16.1. Bulgarian law applies to these Terms.
16.2. Disputes are resolved amicably; failing that – by the competent court at KUGO’s seat unless mandatory rules provide otherwise.

17. Contacts

KUGO Cleaning EOOD
Razlog, Predel St. 9A, floor 3, Bulgaria
E-mail: info@kugocleaning.bg
| Tel.: +359 898 606 300