Everywhere here under the “Site” is understood the domain and the site www.staynexus.com. They as well as the trade name “Stay Nexus” are owned by Nexus Real Estate EOOD with UIC 131333721 and with address Sofia (1574), Slatina district, ul. GEO MILEV, 132, apt. office 15, here they are united under the common name Supplier. Apartments “Stay Nexus” offer overnight stays and services in accommodation type B – “Guest rooms and apartments”. The objects of “Stay Nexus” are located in the city of Sofia, in residential buildings with different administrative addresses and there are several units per address. The team of “Stay Nexus” is committed to maintaining the highest possible quality-price ratio of the services offered. For this purpose, we work under specific conditions, which are listed below and which the user is obliged to fulfill.

1. Virtual services on the Site

The Site lists the main characteristics of all rooms and apartments, as well as additional information to help you make an informed choice when purchasing the desired service. All prices listed on the Site are indicative. We strive to be as flexible as possible and constantly make discounts depending on the needs and preferences of the client. Therefore, all prices announced on the Site should be perceived as indicative and the only current and binding prices are those that you see when choosing the payment method in our reservation module “Quendoo” or that we have agreed on by phone or email. “Stay Nexus” has the right at any time and without notice to make changes to the published services and prices. Some of the information published on the Site may refer to products, services or programs that are not currently offered and are not available. When the reservation is made through a portal or site other than www.staynexus.com, we “Stay Nexus” are committed to and work with the prices and conditions of this reservation. Unless otherwise expressly stated, all payments made through the website or virtual POS terminal should be considered “non-refundable” – no refunds will be given in the event of cancellation or no-show. Changes are only possible in exceptional cases and if possible to accommodate the client, but must be agreed upon and approved in writing by us.

2. Purchasing a service presented on the Site

The Client has the right to order services provided by the Provider. When placing the order, the Client has the right to choose the services and their type, method and terms of provision according to the options proposed by the Provider. At any time before paying for the Order, the Client has the right to change the services selected by him. When placing an order on the Site, the Client enters into contractual relations with the Provider, concerning the specific purchase and covered by these General Terms and Conditions. The order is considered to be made after its payment, following the instructions and conditions on the Site. The Provider has the right to change the prices at its discretion, at any time without prior notification to the Client. The price paid is the final price for the selected services and does not change.

3. Payment for purchased services

The ordered services are paid for by credit or debit card (Mastercard or Visa) via a virtual POS terminal, as well as by bank transfer. The client receives access to payment through our reservation system “Quendoo”, the virtual POS terminal of UniCredit Bulbank or a bank account provided by us. When paying via a virtual POS terminal, the Client deposits an amount equal to the value of the order made via a virtual POS terminal and only after the amount is received on the Provider’s account are the ordered services provided. The User declares that he is familiar with the General Terms and Conditions for payment via a virtual POS terminal of the Card Operators and the bank issuing his bank card. If the card issuing bank or card operator refuses to confirm the payment made, the Provider does not provide the ordered services, and if there is any suspicion of using a foreign or counterfeit bank card, the Provider notifies the relevant authorities of this, in which case it has the right to transfer to them all available information about this user, including his personal data if any.

4. Resolving payment disputes

4.1. All payments made to the Provider are considered “non-refundable”. The User does not have the right to withdraw from the concluded contract for the provision of a service without incurring a penalty in the amount of 100% of the prepaid amount, regardless of whether the service has been used or not.

4.2. Special refund policy for direct bookings: Only for bookings made directly through the Site, the Provider applies a flexible partial refund policy under the following conditions:

• Notification: The User is obliged to inform the Provider in writing of the inability to use his reservation as early as possible before the check-in date.

• Resale Principle: The Supplier will make every effort to resell the released capacity to third parties. Refunds will only be made for the specific nights and number of rooms that were successfully resold for the period of the original reservation.

• Refund Amount: Upon successful resale, the User will be refunded 70% of the value at which the Provider sold the relevant overnight stays to the new guest. If only a portion of the requested overnight stays are resold, the percentage is calculated only on the revenue generated from them.

• Method of refund: The funds are refunded by the Supplier on site in the reception area during working hours or by bank transfer after successful completion of the resale.
  
  

• Exceptions: This policy does not apply to reservations made through external platforms (Booking.com, Airbnb, Expedia, etc.), portals or intermediaries. In these cases, the cancellation policies of the respective platform apply, which generally do not provide for refunds.

5. Accommodation

Due to the limited number of rooms and apartments at a given address, the Provider cannot and does not maintain a 24-hour reception at each of the addresses managed by it. The Provider has only one reception, located at 1113 Sofia, 18 Shipchenski Prohod Blvd. (Galaxy shopping center is at the same address), entrance B (do not confuse it with entrance C), floor 5, apt. 40. The reception opening hours are from 12:00 to 18:00. There is a possibility of self-check-in, which can be carried out after 18:00. For each address there are specific rules for check-in, which are described on the Site. By placing an order, the user declares that he accepts these rules for check-in and releases the Provider from liability if he cannot comply with them. Check-in outside the reception opening hours is entirely independent and virtual. It is the user’s responsibility to carefully familiarize himself with the instructions sent by the provider and it is advisable to have access to them during check-in. The provider is socially responsible and, in addition to its guests, also takes care of the peace of the permanently residing neighbors. We require our guests not to disturb the neighbors or to ring the bells of the location where they are staying. The “early check-in” service (before the specified check-in start time and after 12:00) is possible and free of charge, but cannot be guaranteed because it depends on the time the room was vacated by the previous guest. If possible and upon request by the guest, the Provider also offers the “luggage storage” service free of charge until the regular check-in time. The Provider provides free late “self-check-in” only to users who have registered in advance. Registration is done either at the “Stay Nexus” reception, or through our official communication channels – email ( [email protected]) or Viber/ WhatsApp (+359 878549022). After the reception opening hours, accommodation of unregistered guests is not guaranteed and, if possible, this is agreed upon additionally and is subject to an additional charge. The User is obliged to inform the Provider of his/her planned arrival time and the telephone number that will be active and answered during his/her stay. If during the check-in and during the stay the User changes his/her telephone number or communication channel, he/she is responsible for informing the Provider of this. The Provider responds to each email of the Client within 24 hours of receipt and to each telephone call immediately upon receipt if it is during the reception opening hours. Calls or messages via Viber, Messenger, WhatsApp or other online communication platforms are not considered a telephone call and the response to them cannot be guaranteed by the Provider outside of working hours. When staying in rooms and apartments located at the address Sofia, Shipchenski Prohod Blvd. 18 and between 3:00 PM and 6:00 PM, the guest is not obliged to call the Provider’s phone number and can arrive directly at the reception. In any other case, with his order, the guest is obliged to call the Provider’s contact phone number upon arrival at his chosen accommodation address. The Provider helps the user to find the exact address of his accommodation within his working hours. The rooms and guest apartments offered by the Provider are private properties in residential buildings for permanent residence. The user declares that he has understood the specifics of the accommodation he has chosen and cannot expect the presence of information signs and/or advertisements with the name of the accommodation. The Guest undertakes to comply with the rules and regulations of the Bulgarian legislation for the occupancy of the residential areas provided to him and not to disturb and bother his neighbors, including, but not only, during his accommodation. If it turns out that the user does not answer the contact phone number provided by him or his contact line is not active, the Provider is not responsible for the resulting problems with the accommodation. Communication with the Provider takes place in English or Bulgarian and if the user does not speak them well, he takes care to provide himself with a convenient translation application during communication or familiarization with the instructions sent.

6. Rules for stay, maintenance and use of the property

6.1. Amenities and cleaning: The Supplier provides each guest with 1 small and 1 large towel. The prices offered by the Supplier for overnight stays are prices per room and include bed linen for two or for one if the room is single. If the capacity of the room allows and the number of registered guests is more than two, they pay additional fees. If the main bed of the room is double, it is made up and equipped for two and with their reservation, the two adults agree to sleep on it. The same rule applies to a room with two separate single beds, which are made up for two within the room price. If additional towels or sheets outside this standard are requested, they are paid additionally according to the price list. The rooms and apartments are on a “self-service” basis. For reservations lasting more than 7 (seven) days, the Supplier provides free service once a week, which includes changing towels and sheets, and cleaning the floor covering when available. The rooms have a variety of furnishings and equipment and technical problems and/or deficiencies may occur during the stay or check-in. The Provider’s team is committed and available during working hours to resolve any technical malfunctions (Wi-Fi, television, appliances, furniture, etc.) or deficiencies in cleanliness during check-in as soon as possible.

6.2. Obligations of the User for the protection of property and resources: In order to protect the environment and safety, the User undertakes:

• Turn off the lights when not in the room;
• Turn off the air conditioning when the windows are open;
• Turn off all electrical appliances before finally leaving the site;
• Do not include water heaters and heating radiators/stoves unless explicitly agreed and approved by the Provider’s administrator.
• To notify the Provider of any malfunctions, damages and breakdowns that may occur during the stay or upon check-in.

Fines are imposed for failure to comply with these obligations.

6.3. Hygiene, damages and shortages: The User is obliged to maintain good hygiene in the property during his stay. Before leaving, the User is obliged to wash the dishes and utensils used by him. All damages caused to the property and furnishings during the stay are paid in double amount (in case of purchase and delivery) by the User. If any missing accessories (towels, appliances, remotes, decoration, etc.) are found after the room is vacated, their value is charged and owed by the User.

6.4. Public order and ban on events: It is strictly forbidden to organize parties, gatherings and noisy entertainment in the Provider’s facilities. The User is obliged to treat neighbors with respect and to keep quiet during the rest hours established by law. In the event of a signal from neighbors or police intervention due to a violation of public order, the User bears full responsibility for the imposed sanctions and may be forcibly removed from the facility without refund of the amount paid.

6.5. Prohibition of commercial activity and unlawful use: The premises provided are intended solely for residential purposes (overnight stays). It is expressly prohibited to use the rooms and apartments for the provision of services to third parties, commercial activities, massages, erotic services or any other activities falling outside the scope of normal residential use or contrary to the law. If a violation of this point is established, the Provider has the right to immediately terminate the reservation, remove the persons from the property and retain the full amount of the amount paid as a penalty, without the right to a refund.

6.6. Access for inspection and maintenance: The Provider reserves the right to perform technical maintenance, inspect the condition of the property or check compliance with the rules of use during the hours of 12:00 to 13:30. The User agrees to provide unhindered access to a representative of the Provider during this time, provided that he has received short notice (by phone, SMS or other communication channel).

6.7. Smoking Sanctions: In addition to the Smoking Policy (item 8), if the smell of cigarette smoke or traces of smoking are detected in the rooms, the User is automatically charged a fee for basic cleaning and deodorization in the amount of 60BGN/ 30EUR.

7. Check-out

Check-out of the occupied rooms is possible at any time of the day before 12:00. Upon check-out, the guest is obliged to lock the entrance door of the apartment and leave the keys in the place indicated by the Provider. In case the guest loses the keys provided to him or forgets to leave them in the place indicated, he is obliged to pay an amount of 100 BGN/ 50 EUR to cover the costs of purchasing and installing a new lock and keys.

8. Smoking policy

In accordance with Bulgarian law, the Provider adheres to a non-smoking policy in all interior parts of the occupied and managed areas, including: guest rooms and apartments, public areas and corridors. Guests who do not comply with our policy will be subject to a fine of 60 BGN/ 30 EUR, which will be added to the customer’s bill. Possible smoking areas are the balconies and terraces of the areas managed by us. Thank you for complying with the Smoking Policy.

9. Privacy and data protection policy

The Provider processes the Clients’ personal data (three names, personal identification number/date of birth, identity document data and contact details) in accordance with the requirements of the GDPR and the Tourism Act. The collection of this data is legally mandatory for the purposes of registration in the Unified Tourist Information System (ESTI) at the Ministry of Tourism. To implement self-check-in or late check-in (after 6:00 p.m.), the Client undertakes to provide the necessary data in advance through the official encrypted communication channels (email or Viber/WhatsApp). The Provider guarantees that financial data (bank card number) are processed only in a secure environment of the banking institution and are not stored on its servers. For full information on the categories of recipients, storage periods and your rights, please visit the full text of our Privacy Policy published on the Site.

10. Others

The Provider has the right to change the technology and design of the Services provided without prior notice. These Terms may be updated at any time without special notice to the Clients. The Provider is not responsible if the Client has not read the latest version of these Terms. When using the Provider’s services, the Client undertakes to comply with these Terms, as well as all other conditions set by the legislation of the Republic of Bulgaria and international law, even if they are not mentioned in these Terms.

THE CUSTOMER AGREES TO THE TERMS OF USE OF THE SERVICES ON www.staynexus.com BY CLICKING ON ANY OBJECT, LINK OR BUTTON LOCATED ON THE SITE ON www.staynexus.com (WITH THE EXCEPTION OF A LINK TO THESE GENERAL TERMS AND CONDITIONS), THE CUSTOMER IS CONSIDERED TO BE FAMILIAR WITH THE TERMS AND CONDITIONS, ACCEPTS THEM AND OBLIGES TO COMPLY WITH THEM.