GENERAL TERMS AND CONDITIONS

for the use of the website www.sinevabeach.com, for making reservations and for payments with electronic payment instruments

Effective from 26.08.2026. Last updated: 26.08.2026.

I. MERCHANT DETAILS

The website www.sinevabeach.com (the “Website”) is maintained and operated by:

Company name	SARNITE – SINEVA BEACH JSC (the “Merchant”, the “Hotel”, “We”)
Company ID (UIC)	202745490
VAT number	BG202745490
Registered office and address	Sofia, Dragalevtsi district, 28 Zahari Zograf Street, Bulgaria
Represented by	Lyudmila Aleksandrovna Terzieva
Address of the tourist site	Hotel Sineva Beach, Saint Vlas 8256, Burgas region, Republic of Bulgaria
Telephone	+359 877 446 206 (working hours 09:00 – 18:00)
E-mail	sineva_beach@abv.bg
GDPR capacity	The Merchant is a personal data controller within the meaning of Regulation (EU) 2016/679 (GDPR)

Supervisory authorities

• Commission for Consumer Protection (CPC) – 1000 Sofia, 4A Slaveykov Square, floors 3, 4 and 6; tel. 0700 111 22; e-mail: info@kzp.bg; www.kzp.bg
• Commission for Personal Data Protection (CPDP) – 1592 Sofia, 2 Prof. Tsvetan Lazarov Blvd; tel. +359 2 915 3518; e-mail: kzld@cpdp.bg; www.cpdp.bg
• Ministry of Tourism – Sofia, 1 Saborna Street

II. DEFINITIONS

• Website – the website www.sinevabeach.com, including all of its subpages and language versions.
• Reservation system – the online reservation and payment module integrated into the Website, provided by Quendoo in its capacity as technology provider and personal data processor.
• Buyer / Client / Guest – any legally capable natural person over 18 years of age, or any legal entity, making a reservation and/or payment through the Website.
• Service – hotel accommodation (overnight stays) under the All Inclusive system and/or any other announced board arrangement, as well as additional services offered by the Hotel.
• Reservation – a request to use a Service for a specific period, a specific room type and a specific number of guests, to which the system assigns a unique reservation number.
• Virtual POS terminal (Virtual POS) – the virtual POS terminal device through which payments with electronic payment instruments (bank cards) are accepted, provided to the Merchant by Allianz Bank Bulgaria JSC.
• ICO – the International Card Organisations Mastercard International and Visa International.
• 3-D Secure – the ICO security standard for internet payments (Visa Secure, Mastercard Identity Check), providing additional cardholder authentication by the card issuer.

III. SUBJECT AND SCOPE

1. These General Terms and Conditions (the “GTC”) govern the relationship between the Merchant and the Buyer regarding the use of the Website, the making of online reservations for hotel services and the making of payments, including bank card payments through a Virtual POS terminal.
2. These GTC constitute a distance contract within the meaning of the Bulgarian Consumer Protection Act (CPA) and the Electronic Commerce Act (ECA).
3. By using the Website, making a reservation and/or a payment, the Buyer declares that they have read, understood and fully accept these GTC, as well as the Privacy Policy, the Cookie Information and the Payment Methods.
4. The Merchant provides the described services on the territory of the Republic of Bulgaria. Reservations may be made by persons from any country, insofar as this does not contravene applicable law.
5. Languages in which the content of the Website is offered and the contract is concluded: Bulgarian, English, German, Romanian and Russian. In the event of a discrepancy between the language versions, the Bulgarian version shall prevail.

IV. SERVICES OFFERED, PRICES AND CURRENCY

1. The Hotel offers accommodation in 126 rooms – standard double rooms, double rooms with sea view, family rooms, family rooms with sea view and apartments with sea view, as well as the additional services described on the Website.
2. All prices quoted are in EURO (EUR, €) and are inclusive of VAT and all taxes and charges due, unless expressly stated otherwise for the particular service.
3. The price of the reservation is calculated for the entire selected period, for the specific room type, for the stated number of adults and children and for the selected board arrangement and rate plan. The total amount payable is displayed explicitly on screen before confirmation and before payment.
4. Tourist tax and insurance, where not included in the price, are stated separately before the reservation is confirmed.
5. The Merchant is entitled to change prices at any time. Such changes do not affect reservations already confirmed and paid.
6. Technical errors in the display of a price are possible. In such a case the Merchant shall notify the Buyer without delay and the Buyer shall be entitled to withdraw from the reservation, with the amount paid refunded in full.

V. REGISTRATION, ACCOUNT AND PAYMENT AS A “GUEST”

1. Registration of a user account is NOT mandatory. The Buyer may make a reservation and payment as a “Guest” (without creating an account), entering only the data necessary for the fulfilment of the reservation.
2. If they wish, the Buyer may create a user account in order to review their reservations and to speed up future reservations. When creating an account the following are entered: e-mail address, password, first and last name, contact telephone. The Merchant has no access to the Buyer’s password.
3. The Buyer has the right at any time to request the deletion of their account and of the data associated with it, by sending a request to sineva_beach@abv.bg from the e-mail address with which the account is registered, or through the account deletion function within the account itself. Deletion is carried out within 30 days. Deletion of the account does not result in the deletion of data which the Merchant is required by law to retain (accounting and tax documents, the register of accommodated tourists) – see the Privacy Policy.
4. The Buyer is obliged to keep their password confidential and is responsible for all actions carried out through their account.

VI. STEPS FOR MAKING A RESERVATION AND PAYMENT THROUGH THE WEBSITE

The contract is concluded at a distance, in Bulgarian (or another language selected by the Buyer), through the following sequence of technical steps:

Step 1 – Availability check

The Buyer enters in the reservation form on the Website: check-in date, check-out date, number of adults and number of children (stating their ages) and clicks the “Search” / “Check availability” button.

Step 2 – Selection of room, board and rate

The system displays the room types available for the selected period with a description, photographs, included services and the price in euro for the entire stay. The Buyer selects a room type, board arrangement and rate plan (e.g. Standard rate / Non-refundable rate), as well as any additional services desired, and clicks “Book”.

Step 3 – Entering the reservation details

The Buyer completes: first and last name (in Latin characters, as they appear in the identity document), e-mail address, contact telephone, country, and optionally address, names of the other guests, expected arrival time and additional notes. Where an invoice is to be issued to a legal entity, the following are also entered: company name, UIC/VAT number, registered office and representative.

Step 4 – Review of the amount due before payment

Step 5 – Selection of payment method and acceptance of the GTC

The Buyer selects a payment method (bank card or payment on site) and expressly ticks the checkbox:

“I have read and accept the General Terms and Conditions, the Privacy Policy and the Personal Data Processing Declaration.”

Without ticking this box the reservation cannot be completed. Ticking the box constitutes an express declaration of acceptance of these General Terms and Conditions.

Step 6 – Generation of a reservation number

Upon clicking the “Confirm reservation” / “Pay” button, the system generates a unique reservation number (Order No XXXXX), which is displayed on screen and is used for all subsequent correspondence, enquiries, amendments, cancellations or complaints. The reservation number is generated before the redirection to the payment page.

Step 7 – Payment by bank card through the Virtual POS (where this method is selected)

1. The Buyer is automatically redirected to the secure payment page (link) of the servicing bank / payment service provider for the processing of a 3-D Secure protected payment. This page is outside the Merchant’s Website and resides in the bank’s secure environment.
2. On the payment page the Buyer enters their card details: card number, cardholder name, expiry date and CVV2/CVC2 security code.
3. Authentication under the 3-D Secure standard follows (Visa Secure / Mastercard Identity Check) by means of a one-time password (OTP), biometrics or confirmation in the card issuer’s mobile banking application.
4. Following the outcome of the transaction, the Buyer is returned automatically to the Website, to a page showing an explicit result: “Payment successful” or “Payment failed / declined”.

Step 8 – Notification by e-mail

1. Immediately after a successful payment, the Merchant notifies the Buyer by e-mail at the address provided that the service has been paid for under Order No XXXXX, stating: the reservation number, the dates of stay, the room type, the amount paid in euro, the payment method, the date and time of the transaction and the Hotel’s contact details.
2. In the event of a failed payment, the Buyer also receives an e-mail notification stating that the reservation has not been confirmed and that they may try again or select another payment method.
3. If the Buyer does not receive a confirmation e-mail within 24 hours (including in the “Spam”/”Promotions” folder), they should contact the Hotel at sineva_beach@abv.bg or on +359 877 446 206.
4. Upon request the Merchant issues an invoice, which is sent by e-mail.

Step 9 – Provision of the service

The service is provided at the Hotel on the stated dates. Check-in from 14:00, check-out until 12:00. On check-in the Buyer presents an identity document and the reservation number.

VII. PAYMENT METHODS

The Merchant accepts the following payment methods (for a detailed description see the “Payment Methods” section):

1. By bank card online through a Virtual POS terminal provided by Allianz Bank Bulgaria JSC – Visa, Visa Electron, V PAY, Mastercard and Maestro cards are accepted. Payment is made with 3-D Secure authentication.
2. In cash or by bank card on site at the Hotel – at a physical POS terminal at reception, on check-in or check-out.

Cash on delivery is not accepted, as the subject of activity is the provision of hotel services and not the supply of goods.

Amount of the online payment

1. When making a reservation through the Website, the Buyer may choose to pay online:
   • an advance payment (deposit) amounting to the percentage of the total value stated for the particular rate, with the balance payable on site at the Hotel on check-in; or
   • the full value (100%) of the reservation.
2. The exact amount payable now and the balance are displayed explicitly on screen before the reservation is confirmed and are stated in the confirmation e-mail.

VIII. PAYMENT SECURITY

1. The Merchant accepts payments with electronic payment instruments through a virtual POS terminal device provided to it by Allianz Bank Bulgaria JSC, in compliance with the bank’s “General Terms and Conditions for servicing payments with electronic payment instruments accepted over the Internet through the use of the Virtual POS terminal device service”.
2. The Merchant declares that it complies with the security requirements of the International Card Organisations (ICO) Mastercard International and Visa International, including the applicable requirements of the PCI DSS standard (Payment Card Industry Data Security Standard) and the rules of the secure e-commerce programmes Visa Secure and Mastercard Identity Check.
3. All card payments through the Website are carried out with mandatory 3-D Secure authentication.
4. The exchange of data between the Website and the Buyer is protected and encrypted by means of the SSL/TLS (HTTPS) protocol.
5. The Merchant does not store and has no technical access to the full card number, expiry date, CVV2/CVC2 security code, PIN or any other data enabling the reproduction of the payment instrument.
6. The Merchant undertakes not to disclose information about executed transactions to third parties, other than to the servicing bank, to the competent authorities and in the cases provided for by law.
7. Where there is a suspicion of unauthorised card use, the Merchant is entitled to refuse to fulfil the reservation and to notify the servicing bank.

IX. RIGHTS OF THE BUYER

The Buyer has the right:

1. To receive clear, accurate and comprehensible information about the service, its price in euro, the components included and not included, the payment methods and the time and place of performance – before becoming bound by the reservation.
2. To review and verify the amount due (type and price of the service) on the “Reservation review” screen before proceeding to payment at the virtual terminal.
3. To receive confirmation of the reservation and of the payment by e-mail, containing the order number.
4. To receive an invoice for the amount paid upon request.
5. To submit a complaint regarding the service provided – in the event of non-conformity with what was agreed, within 14 (fourteen) days of the date on which the service was provided, or of the discovery of the non-conformity, in accordance with Section XIII.
6. To cancel or amend their reservation under the conditions applicable to the selected rate (Section XII).
7. To dispute a payment (chargeback) in accordance with Section XIV.
8. To exercise their rights as a data subject – access, rectification, erasure, restriction, portability, objection – in accordance with the Privacy Policy.
9. To request the deletion of their user account, if one has been created.
10. To lodge a complaint with the CPC, with the CPDP or through the European Commission’s online dispute resolution platform: https://ec.europa.eu/odr.

Right of withdrawal from the contract (important)

X. OBLIGATIONS OF THE BUYER

The Buyer undertakes:

1. To provide true, complete and current information when making the reservation – names, e-mail address, telephone, number and ages of the guests. The Merchant is not liable for non-performance or delay resulting from false or incomplete data.
2. To enter the payment details correctly – card number, cardholder name, expiry date, CVV2/CVC2 security code, and the 3-D Secure authentication code.
3. To check in advance the available balance on their card and the applicable limits (daily and monthly limits, internet payment limit, whether the internet payment service and 3-D Secure are activated), in order to satisfy themselves that the payment will be successful.
4. To use only their own, lawfully held payment instrument, or one for which they have the cardholder’s express authorisation.
5. To keep their card details, PIN code and 3-D Secure authentication codes confidential and not to disclose them to third parties, including to Hotel staff.
6. To check carefully the details of the reservation (dates, room type, number of guests, total amount) before confirming and paying.
7. To read these General Terms and Conditions and the cancellation conditions of the selected rate before ticking the acceptance box.
8. To pay the amount due within the specified time and by the selected method.
9. To check their e-mail for the confirmation of the reservation and the payment.
10. To present an identity document on check-in and to comply with the Hotel’s internal rules.
11. Not to use the Website for unlawful purposes, for fraudulent transactions, for automated data collection or for actions which would disrupt its normal operation.

XI. RIGHTS AND OBLIGATIONS OF THE MERCHANT

The Merchant undertakes:

1. To provide the service in the agreed scope, quality and time and at the agreed price.
2. To maintain current and accurate information on the Website regarding the services and their prices in euro.
3. To notify the Buyer by e-mail that the goods/service have been paid for under Order No XXXXX, for every payment made by bank card.
4. To issue a proper document for the payment (fiscal receipt/invoice) in accordance with Bulgarian law.
5. To collect and process personal data of the Buyer in compliance with Regulation (EU) 2016/679 (GDPR), the Personal Data Protection Act and the Privacy Policy. The Merchant has the right to collect and process personal data of the Buyer and of the guests in its capacity as controller, insofar as this is necessary for the conclusion and performance of the contract, for compliance with its legal obligations and for the protection of its legitimate interests.
6. To comply with the security requirements of the ICO Mastercard and Visa and not to disclose transaction data to unauthorised persons.
7. To examine and rule on every complaint within the prescribed time limits.
8. To refund amounts due in the manner and within the time limits set out in these General Terms and Conditions.

The Merchant has the right:

1. To refuse a reservation in the event of unavailability, suspicion of fraud, false data or non-payment within the time limit, notifying the Buyer and refunding any amounts paid.
2. To change prices, rates and the content of the Website, without this affecting reservations already confirmed.
3. To amend these General Terms and Conditions in accordance with Section XVIII.
4. To refuse accommodation to persons who do not meet the conditions of the reservation, present false documents or breach public order and the Hotel’s internal rules.

XII. CANCELLATION, AMENDMENT AND REFUNDS

1. The cancellation and amendment conditions depend on the type of reservation (the selected rate plan) and are displayed explicitly when the rate is selected, on the “Reservation review” screen and in the confirmation e-mail. The Buyer accepts these conditions by confirming the reservation.
2. Applicable rate plans:

Rate	Cancellation and amendment conditions	Refund
Standard rate (cancellable)	Free cancellation or amendment within the deadline stated for the particular rate at the time of booking. In the event of cancellation after that deadline or of no-show, a penalty is due in the amount announced in the conditions of the rate.	Full refund for cancellation within the deadline; partial or no refund thereafter.
Non-refundable rate	The reservation may not be cancelled, amended or transferred. A preferential price applies in return for the Buyer assuming this risk.	The amount paid is not refunded.
Special offers, early booking and group reservations	The conditions expressly announced with the relevant offer or agreed in a written contract shall apply.	In accordance with the terms of the offer.

3. How to cancel a reservation: by sending a written request (e-mail) to sineva_beach@abv.bg containing the reservation number, the name of the lead guest and the dates of stay, or through the cancellation link in the confirmation e-mail where one has been provided. The Merchant confirms the cancellation in writing by e-mail.
4. Withdrawal by the Merchant: if the Merchant is unable to provide the reserved service, it shall notify the Buyer without delay and offer an equivalent alternative or refund 100% of the amount paid.
5. Method of refund: refunds are made by the same method used for the payment – for card payments the amount is refunded to the card account from which the payment was made (a credit transaction through the virtual POS terminal). Cash refunds are not made for card payments.
6. Time limit for refunds: the Merchant initiates the refund within 14 (fourteen) days of the date on which the right to a refund is recognised. The actual crediting of the Buyer’s account depends on the card issuing bank and usually takes a further 5–15 working days.
7. Fees charged by the Buyer’s bank or by other intermediaries are not borne by the Merchant.

XIII. COMPLAINTS

1. The Buyer has the right to submit a complaint in the event of non-conformity of the service provided with what was agreed – for example a room of a different type being provided, included board not being provided, or a paid additional service being absent.
2. Time limit for submission: the complaint must be submitted within 14 (fourteen) days of the date on which the service was provided, or of the establishment of the non-conformity. It is recommended that non-conformities be reported immediately at reception during the stay, so that they can be remedied on site.
3. How to submit a complaint: in writing, to sineva_beach@abv.bg or to the Hotel’s address, stating:
   • full name, telephone and e-mail for contact;
   • the reservation number (Order No) and the dates of stay;
   • a precise description of the non-conformity;
   • the preferred means of satisfying the complaint (remedy, price reduction, refund);
   • attached documents – reservation confirmation, payment document/invoice, photographs, etc.
4. Time limit for response: the Merchant registers the complaint in a complaints register and responds in writing within 14 (fourteen) days of receipt. Where the complaint is well-founded, it is satisfied within one month of its submission.
5. Who carries out the assessment: the assessment of the merits of the complaint is carried out by the Hotel manager and/or a person authorised by the Merchant, on the basis of: the data from the reservation system and the hotel system, the payment documents, the internal accommodation records and the evidence provided by the Buyer. Where necessary, an opinion is sought from the servicing bank or from the technical provider of the reservation system, where the non-conformity is due to technical causes.
6. If the Buyer is not satisfied with the response, they may refer the dispute to the CPC, to a conciliation commission or through the online dispute resolution platform: https://ec.europa.eu/odr, as well as in accordance with Section XIV.

XIV. DISPUTING A PAYMENT (CHARGEBACK)

The Buyer has the right to dispute a payment made by bank card – for example in the case of an unrecognised payment, double debiting, debiting of an incorrect amount, technical error or a service not provided. A dispute is made as follows:

1. Step 1 – Sending an e-mail to the Merchant. The Buyer sends a written request to sineva_beach@abv.bg stating: full name, reservation number (Order No), date and time of the payment, the disputed amount in euro, the last 4 digits of the card and a detailed description of the grounds for the dispute, with supporting evidence attached. The Merchant confirms receipt and responds in writing within 14 days. Where the dispute is well-founded, the Merchant refunds the amount in accordance with Section XII.
2. Step 2 – Reasoned response from the Merchant. Should the Merchant not satisfy the request for a refund, it shall send the Buyer a written response setting out its arguments and enclosing the relevant documents (reservation confirmation, the accepted General Terms and Conditions and cancellation conditions, the transaction record, evidence of the service provided).
3. Step 3 – Referral to the servicing bank. Thereafter, with the correspondence generated between the parties, the Buyer may refer the matter to the bank which issued their card with a request to dispute the payment (chargeback) under the rules of the ICO Visa and Mastercard and in accordance with the procedure laid down by their bank. The Buyer must observe the time limit for disputes set by their bank and by the ICO rules (usually up to 120 days from the date of the transaction, or from the date on which the service should have been provided).

The Merchant undertakes to provide full assistance to the servicing bank and to the issuing bank in the examination of the dispute and to supply all requested documents and evidence in good time.

XV. PROTECTION OF PERSONAL DATA

1. The Merchant is a personal data controller and has the right to collect and process personal data of the Buyer and of the guests named in the reservation, in compliance with Regulation (EU) 2016/679 (GDPR) and the Personal Data Protection Act.
2. Full information on the categories of data, the purposes, the legal bases, the recipients, the retention periods and the rights of data subjects is contained in the Privacy Policy and in the Personal Data Processing Declaration.
3. Information on the cookies used is available in the Cookie Information.

XVI. INTELLECTUAL PROPERTY

1. The website www.sinevabeach.com, its design, structure, source code, databases, texts, photographs, video materials, logos and trade marks are subject to copyright and/or industrial property rights and are protected by the Bulgarian Copyright and Related Rights Act.
2. The rights in the Website belong to SARNITE – SINEVA BEACH JSC and/or have been duly licensed to it for use by their holder under a written contract.
3. Copying, reproduction, distribution or use of content from the Website for commercial purposes without the Merchant’s express written consent is prohibited.

XVII. LIABILITY AND FORCE MAJEURE

1. The Merchant is not liable for damages arising from false or incomplete data provided by the Buyer; from the unlawful use of a payment instrument by a third party; or from the temporary unavailability of the Website or of the payment system for reasons beyond the Merchant’s control.
2. The Merchant is not liable for non-performance due to force majeure – natural disasters, epidemics, acts of war, acts of state authorities, interruption of the electricity supply or internet connectivity, strikes and the like. In such cases the parties shall settle their relations in good faith, with amounts paid being refunded or the reservation being rescheduled by mutual agreement.
3. The Merchant is not liable for the content of external websites to which the Website links.

XVIII. AMENDMENT OF THE GENERAL TERMS AND CONDITIONS

1. The Merchant is entitled to amend and supplement these General Terms and Conditions. The current version is published on the Website stating the date of entry into force.
2. For reservations already confirmed and paid, the version of the General Terms and Conditions in force at the time the reservation was confirmed shall apply.
3. Registered users are notified of material amendments by e-mail at least 7 days before they take effect.

XIX. APPLICABLE LAW AND DISPUTE RESOLUTION

1. Matters not governed by these General Terms and Conditions are subject to the applicable law of the Republic of Bulgaria, including the Obligations and Contracts Act, the Consumer Protection Act, the Electronic Commerce Act, the Tourism Act and Regulation (EU) 2016/679.
2. The parties shall settle disputes between them through negotiation and mutual concessions. Failing agreement, the dispute shall be referred to the competent Bulgarian court.
3. Consumers may also use alternative dispute resolution through the general conciliation commissions attached to the CPC or through the European Commission’s online dispute resolution platform: https://ec.europa.eu/odr.

XX. ACCEPTANCE OF THE GENERAL TERMS AND CONDITIONS

The Buyer accepts these General Terms and Conditions by an express declaration – ticking the box provided for that purpose in the step preceding the confirmation of the reservation and payment. The reservation cannot be completed without this consent. The version of the General Terms and Conditions accepted by the Buyer is retained by the Merchant together with the reservation data and may be provided upon request.

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These General Terms and Conditions have been adopted by SARNITE – SINEVA BEACH JSC and are effective from 26.08.2026.