# Terms and conditions for an online store in Bulgaria: legal checklist Terms and conditions for an online store in Bulgaria: required seller details, the order button, 14-day withdrawal, GDPR and the Bulgarian language rule. Source: https://cloudcart.com/en/blog/terms-and-conditions-online-store · CloudCart · 2026-11-06 In short: the terms and conditions of an online store in Bulgaria must give the seller's details under Art. 4 of the Electronic Commerce Act, the ordering steps, the final price with VAT and delivery, payment methods, the 14-day right of withdrawal with the standard form, the 2-year legal guarantee and the dispute resolution body. For consumers in Bulgaria this information must be in Bulgarian, and the customer must be able to save and print it. This guide is for stores that sell to consumers in or from Bulgaria, including foreign founders, expats and companies run from abroad. It follows the Bulgarian [Electronic Commerce Act (in Bulgarian, on lex.bg)](https://lex.bg/laws/ldoc/2135530547) and the [Consumer Protection Act (in Bulgarian, on lex.bg)](https://lex.bg/laws/ldoc/2135513678), with the amendments in force from Sep 24, 2026, and shows how each requirement works in CloudCart, the Bulgarian ecommerce platform. This is not legal advice: have a lawyer review your terms. ## Does an online store in Bulgaria need terms and conditions? Yes. The law requires a long list of information to reach the customer before the order, and the terms are where it lives. Art. 9 of the Electronic Commerce Act obliges the seller to provide the terms and the contract in a form the customer can store and reproduce. Art. 47(8) of the Consumer Protection Act puts the burden of proof on the seller: in a dispute, you prove that the customer received the information. Under Art. 47(5) of the Consumer Protection Act, that information becomes part of the contract. Three laws decide what goes in: | Law | What it covers in your terms | Key articles | | Electronic Commerce Act | Seller details, prices, ordering steps, cookies, marketing emails | Art. 4, 4a, 6, 8, 9, 10 | | Consumer Protection Act | Pre-contract information, the order button, withdrawal, guarantee, disputes, language | Art. 47, 49, 50 to 57, 181n | | Regulation (EU) 2016/679 (GDPR) | The privacy policy: which data you collect, why and for how long | Art. 13, 15 to 21 | The Consumer Protection Act brings in the EU Consumer Rights Directive 2011/83/EU, so an English template from another EU market has the right structure but misses the Bulgarian language rule, dispute bodies and fines. ### Do the terms have to be in Bulgarian? Yes, for consumers in Bulgaria. Art. 47(7) of the Consumer Protection Act says the information in a distance sales contract is provided in Bulgarian. An English version for expats and foreign buyers can sit next to it. Important: if your store runs only in English and you ship to Bulgarian consumers, publish the terms, the returns policy and the privacy policy in Bulgarian as well. ## What does the Bulgarian Electronic Commerce Act require? The Electronic Commerce Act requires permanent access to the seller's details, an explanation of how the contract is concluded and an email confirmation of the order. The Commission for Consumer Protection, Bulgaria's consumer authority, enforces it (Art. 20). ### Seller details (Art. 4(1)) The site must always show the name or company name, the registered office and management address (and the business address if different), a phone number and email for direct contact, the UIC (the Bulgarian company ID from the Commercial Register), whether you are VAT-registered, and the supervising authority if your activity needs a licence or registration, for example a pharmacy. Under Art. 4(2), prices are shown clearly, stating whether they include taxes, fees and delivery costs. How to show and round prices in euro is in the guide to [euro prices in your online store](https://cloudcart.com/en/blog/euro-prices-online-store). ### Information before the order (Art. 8 to 10) - The technical steps. Describe the path from cart to payment and when the contract counts as concluded (Art. 8(1)(1)). - Storing the contract. Say whether you keep the contract and how the customer can reach it, for example in their account or the order email (point 2). - Correcting mistakes. Explain how the customer checks and changes quantities, address and delivery method before confirming (point 3 and Art. 10(1)). - Languages. List the languages in which the contract can be concluded (point 4). For customers in Bulgaria, one of them is Bulgarian (Art. 47(7) of the Consumer Protection Act). - Confirmation. After the order, send an email confirmation without undue delay (Art. 10(2)). For a breach of Art. 4, 8, 9 or 10, Art. 23 of the Electronic Commerce Act sets a penalty for a company of BGN 500 to 2,500 (about €256 to €1,278 at the fixed rate of 1.95583), and BGN 1,000 to 4,000 for a repeat breach. The amounts in the text on lex.bg are still in leva. > 0% commission 0% of your sales to the platform, on every plan CloudCart takes no percentage of your sales on any plan, so there is no platform fee to build into the prices in your terms. How 0% commission works → ## What must the terms say under the Consumer Protection Act? Under Art. 47(1) of the Consumer Protection Act, before the customer orders, the store must give the information in 23 points plus sub-points 12a to 12c, some of which apply only to subscriptions or digital goods. Here they are grouped the way they fit in your terms: - The goods: main characteristics (point 1), on the product page. - The seller: name, address, phone, email and complaints address (points 2 to 4). - The price: the final price with all taxes and fees, plus the delivery costs or a note that they may apply (point 5). If you did not state the delivery cost, the customer does not owe it (para 6). - Payment and delivery: the payment and delivery terms, the delivery time and how you handle complaints (point 7). From Sep 27, 2026 you also state the environmentally friendly delivery options, if you offer any. - The right of withdrawal: the conditions, deadline and procedure, the standard form in Annex 6 and where the withdrawal function is on the site (point 8), who pays for the return (point 9) and which goods cannot be returned (point 11). - The guarantee: a reminder of the 2-year legal guarantee. From Sep 27, 2026 it is shown prominently with the EU harmonised notice under Directive 2011/83/EU (point 12). If the producer gives a commercial durability guarantee longer than 2 years, you state that too (point 12a). - Disputes: the out-of-court procedures you take part in (point 20). - Where relevant: commercial warranty (point 13), subscriptions (points 15 and 16), digital goods (points 12c, 18, 19), personalised pricing (point 21) and repairability (points 22 and 23, from Sep 27, 2026). Important: the amendments published in State Gazette No. 87 of Sep 24, 2026 are the latest. If your terms were written before then, they almost certainly lack the withdrawal function, the harmonised guarantee notice and the green delivery options. Often missing: without an agreed delivery time, goods arrive within 30 days of the order, and under Regulation (EU) 2018/302 you cannot block or redirect buyers from another EU country only because of their nationality or address. The EU summary for sellers is on [Your Europe: consumer contracts and guarantees](https://europa.eu/youreurope/business/selling-in-eu/selling-goods-services/consumer-contracts-guarantees/index_en.htm). ## What must the order button say? The button the customer clicks to order must carry only the words "order with obligation to pay" or an equally unambiguous phrase (Art. 49(2) of the Consumer Protection Act). In a Bulgarian storefront that is the Bulgarian phrase poruchka sas zadalzhenie za plashtane. If the button does not meet the rule, the order does not bind the customer (Art. 49(3)). Next to the button the customer sees the main characteristics, the final price, any commercial durability guarantee and, for subscriptions, the duration (Art. 49(2)). Delivery restrictions and payment methods show at the latest at the start of checkout (Art. 49(4)). | Where in the store | What the customer must see | Legal basis | | Start of checkout | Where you deliver and how they can pay | Consumer Protection Act, Art. 49(4) | | Last step before payment | Summary of products, final price with delivery, checkbox for the terms | Consumer Protection Act, Art. 49(2); Electronic Commerce Act, Art. 10 | | The button | "Order with obligation to pay" or an equally clear phrase | Consumer Protection Act, Art. 49(2) | | Email after the order | Confirmation with all Art. 47 information or a link to it | Consumer Protection Act, Art. 49(8); Electronic Commerce Act, Art. 10(2) | In CloudCart the payment and delivery methods appear in the [checkout steps](https://cloudcart.com/en/checkout), and the platform sends a confirmation email after every order. Check the button text in your theme and the store translations, in every language the store runs in. > CloudCart Pay 0% transaction fee through Dec 31, 2026 Visa, Mastercard, Apple Pay and Google Pay are built into the store checkout, on the same step where the customer accepts the terms and clicks the order button. How CloudCart Pay works → ## The 14-day right of withdrawal: the form and the withdrawal button Your terms describe the right of withdrawal in a separate section: 14 days from receipt, without a reason or penalty (Art. 50), with the standard form in Annex 6. The model instructions in Annex 7, filled in correctly, meet the duty under Art. 47(1), points 8 to 10 (Art. 47(4)). If you leave out the information on withdrawal, the period becomes 1 year and 14 days (Art. 51(1)), the most expensive mistake in terms and conditions. From Sep 24, 2026, every store selling through a website must also have a withdrawal function (Art. 52a of the Consumer Protection Act, bringing in [Directive (EU) 2023/2673](https://eur-lex.europa.eu/eli/dir/2023/2673/oj/eng)). It is labelled "withdraw from contract here", stays visible for the whole withdrawal period and ends with a "confirm withdrawal" button. The store acknowledges the withdrawal on a durable medium by the end of the working day. Your terms say where the function is (Art. 47(1), point 8). Refunds, return shipping, warranty claims and exceptions are in the guide to [returns and consumer rights](https://cloudcart.com/en/blog/returns-consumer-rights-online-store). ## ODR and ADR: what to write about dispute resolution The link to the EU Online Dispute Resolution (ODR) platform is no longer required and should be removed from your terms. [Regulation (EU) 2024/3228](https://eur-lex.europa.eu/eli/reg/2024/3228/oj/eng) repealed the ODR Regulation (EU) No 524/2013 from Jul 20, 2025,, and the Bulgarian rule requiring the link (Art. 181n(4) and (6)) was repealed from Sep 24, 2026. Alternative Dispute Resolution (ADR) stays. Under Art. 181n(1) and (2), your site and terms name the ADR body that covers you, with its website address. For most online stores selling goods that is the general conciliation commissions at the Commission for Consumer Protection (Art. 181o(3) and Art. 182). Under para 5 you also give a contact email. ## Privacy policy: what GDPR requires The privacy policy is a separate document from the terms and says who processes the customer's personal data, for what and for how long. Its content comes from Art. 13 of [Regulation (EU) 2016/679 (GDPR)](https://eur-lex.europa.eu/eli/reg/2016/679/oj/eng). It names the controller, the purposes and legal basis (the order, accounting, newsletter consent), the recipients (courier, payment provider, accountant, ad platforms), transfers outside the EU, retention, the customer's GDPR rights and the right to complain to the Commission for Personal Data Protection, Bulgaria's data protection authority. Two articles of the Electronic Commerce Act sit next to it. Art. 4a requires clear information and a choice to refuse before the site stores cookies that are not strictly necessary. Art. 6(4) bans marketing emails to consumers without their prior consent. The cookie banner, consent log and erasure requests are explained step by step in the guide to [GDPR and cookies for an online store](https://cloudcart.com/en/blog/gdpr-cookies-legal). ## Checklist: legal pages for an online store An online store in Bulgaria needs 6 legal pages, linked from the footer and checkout: | Page | What it contains | Legal basis | Where it is accepted or shown | | Terms and conditions | Ordering steps, prices, payment, delivery, withdrawal, guarantee, disputes | Electronic Commerce Act, Art. 8 and 9; Consumer Protection Act, Art. 47 | Required checkbox at checkout and registration | | Seller details (Contact) | Company, UIC, address, phone, email, VAT number | Electronic Commerce Act, Art. 4; Consumer Protection Act, Art. 47, points 2 to 4 | Footer of every page | | Privacy policy | Data, purposes, retention, rights | GDPR, Art. 13 | Required checkbox at checkout and registration | | Cookie policy | Cookie groups, providers, duration | Electronic Commerce Act, Art. 4a | The cookie banner | | Delivery and payment | Zones, delivery prices and times, payment methods | Consumer Protection Act, Art. 47, points 5 and 7; Art. 49(4) | Start of checkout | | Returns and withdrawal | The 14 days, the Annex 6 form, the withdrawal function, warranty claims | Consumer Protection Act, Art. 47, points 8 to 12; Art. 52a | A permanent "withdraw from contract here" button | For a store selling to Bulgarian consumers, each of the six pages exists in Bulgarian. If you issue receipts or sales documents under Ordinance N-18 (the Bulgarian rule on registering sales for the NRA, the National Revenue Agency), the payment methods in your terms must match the ones registered with the NRA. More in the guide to [Ordinance N-18 for online stores](https://cloudcart.com/en/blog/n18-online-store-nap). ## How to set up terms and conditions in CloudCart, step by step In CloudCart the terms, privacy policy and cookie policy come from the GDPR app, which on install creates 4 starter policies in the store language with your company details filled in. On [CloudCart pricing](https://cloudcart.com/en/pricing) the GDPR app and legal documents are listed separately from the four plans. The steps: - Install the app and enter your company details. Apps → GDPR, Store Address tab: company name, company registration number (the UIC), company owner, phone, country, city and address. Enter them carefully at install, because they go into the text of the starter policies only once. - Review the four starter policies. Apps → GDPR → Policy: privacy policy, marketing consent, terms and cookie policy. The text is ready in the store language (English, Bulgarian, Romanian, Greek, Hungarian or Macedonian) and is GDPR-oriented. It is a starting point: add your delivery times, the exceptions from withdrawal and your ADR body. - Edit the terms. Each policy is a store page with the full content editor and an active or inactive status; inactive policies do not show. - Add the Bulgarian version. With the Multilang app, each language store holds its own copy of the policy, which you edit separately. Without Multilang there is one policy per store, so put the Bulgarian and English texts in the same page. - Attach them to the forms. By default the terms and privacy policy are required checkboxes at registration and checkout, and marketing consent is optional. - Add the withdrawal function. Install the Withdraw from contract app. Its 4-step wizard (install, confirm details, rules, activate) links your terms and returns policy pages and opens the /withdrawal page, reached from a floating button or a menu link. The window is 14 days by default and can be extended up to 365 days, never shortened. - Check acceptance. Apps → GDPR → Acceptance shows who accepted which policy, when and through which form, with the exact text they saw. That is your evidence under Art. 47(8). Important: a later change in Store Address does not update existing policy text. Edit the terms and privacy policy by hand. You can also [build the store with an AI assistant](https://cloudcart.com/en/offer/ai) such as Claude Code or ChatGPT/Codex and a PAT token from the admin, but check the legal texts with a lawyer. ## Common mistakes in online store terms and conditions - Text copied from another store, with someone else's company, deadlines and couriers. - An English-only template for Bulgarian customers. Art. 47(7) of the Consumer Protection Act requires the information in Bulgarian. - "Delivery at the customer's expense" with no price. The customer does not owe it (Art. 47(6)). - A "Continue" button on the last step. The order does not bind the customer (Art. 49(3)). - Terms without a version date. Add the date of the last revision at the end, so it is clear which version a customer accepted. ## Frequently asked questions **Are terms and conditions mandatory for an online store in Bulgaria?** Yes, in practice. The Electronic Commerce Act (Art. 8 and 9) and the Consumer Protection Act (Art. 47) require the seller's details, prices, delivery terms and the right of withdrawal before ordering, and you must prove you gave them. **What should terms and conditions for an online store include?** The seller's details, the ordering steps, the final price with VAT and delivery, payment and delivery methods and times, the 14-day right of withdrawal with the Annex 6 form, the 2-year legal guarantee, warranty claims and the alternative dispute resolution body. The full list is in Art. 47(1) of the Consumer Protection Act. **Do my terms and conditions have to be in Bulgarian?** Yes, when you sell to consumers in Bulgaria. Art. 47(7) of the Consumer Protection Act requires the information in a distance contract to be in Bulgarian. You can add an English version for foreign customers next to it. **Do I still need a link to the EU ODR platform?** No. The ODR platform closed on Jul 20, 2025 (Regulation (EU) 2024/3228). Name your alternative dispute resolution body instead, for example the general conciliation commissions at the Commission for Consumer Protection, with its website address. **What is the difference between terms and conditions and a privacy policy?** The terms are the purchase contract: price, delivery, withdrawal and guarantee. The privacy policy describes, under Art. 13 GDPR, which personal data you collect, why and for how long. The customer accepts the two documents with separate checkboxes. **What changed for online store terms in 2026?** The amendment to the Consumer Protection Act in State Gazette No. 87 of Sep 24, 2026 requires a "withdraw from contract here" function (Art. 52a), the harmonised notice for the 2-year guarantee and the green delivery options (from Sep 27, 2026). The ODR link requirement was dropped. > A store for €1 €1/month for the first 3 months Set up policies, checkout checkboxes and the withdrawal function before the first order. For new stores through Dec 31, 2026. Create your store for €1 → Starting out? See [how to create an online store](https://cloudcart.com/en/blog/how-to-create-online-store), [orders and returns in CloudCart](https://cloudcart.com/en/orders) and [invoices and N-18](https://cloudcart.com/en/invoices). Questions about your policies? Write to [support@cloudcart.com](https://cloudcart.commailto:support@cloudcart.com).