Terms for customers

Effective 2026-10-18

These terms apply when you order and pay through byrzo. By ordering you accept them. How we handle your personal data is explained in the privacy policy.

1. Who we are

byrzo is provided by AR EM DIGITAL Ltd. („АР ЕМ ДИДЖИТАЛ" ООД), UIC 208452504, Bulgaria. Contact us at support@byrzo.app.

2. Who sells to you

byrzo is a platform: it shows the business's menu, takes your order and passes it to the business; the payment goes through Stripe straight to the business. The seller of your order is the business — it prepares the food, is responsible for it and issues your fiscal receipt. The contract of sale is between you and the business; byrzo is the intermediary. The business's company, its UIC and registered office, its phone and email are shown at the foot of its menu, on the order's page and in the order email.

3. Ordering and prices

Prices are set by the business, in euros, including VAT. The price you see when paying is final.
If the menu changes while you order, we show you the change before you pay.
You can order only while the business is open and taking orders, and while there's still time to make your order before it closes.
If the business allows it, you can pick a later collection time — up to when it closes in its current opening hours, and no more than about 8 hours ahead. We offer only times the business has time and room for.
Ingredient and allergen information comes from the business. If you have an allergy or any doubt, ask the business before ordering.
How to order: pick dishes from the menu and add them to the basket; in the basket, check your order and pay. Once the payment is confirmed, your order is sent to the business and the amount is held. The contract with the business is concluded when it accepts the order; if it refuses or doesn't accept in time, there is no contract and the hold is released (section 4).
A mistake in your order? Before you pay, the basket shows every dish, its quantity and the total, and you can change a quantity or remove a dish.
Where your order is kept: we keep it. You see it on its page — the link is in the order email — and under "My orders" in the browser you ordered from, which keeps the last 20 orders for up to 30 days.
You can order in Bulgarian or English.

4. Payment

You pay by card, or with Apple Pay or Google Pay where your phone offers them. Stripe processes the payment, and it goes to the business's account; byrzo never sees your card.

When you order, the amount is only held on your card.
It's charged only when the business accepts the order.
If the business rejects the order or doesn't accept it in time, the hold is released and nothing is charged. "In time" means within 10 minutes of ordering — for an order booked for later too. When the business accepts an order booked for later, the amount is charged at once and the order will be ready at the time we confirm to you — usually the one you chose; if the business cancels it after that, the amount is refunded to you in full.
If your card can't be charged when the business accepts the order, or your payment is confirmed too late for the time you picked, the order is cancelled automatically and nothing is charged. In all these cases your bank may show the held amount for a few days after it's released.
Tips. If the business takes tips, you can add one in the basket — it's optional. It's paid with the order and goes to the business in full. It's held, charged and refunded together with the order.

5. Preparation and collection

When it accepts the order, the business gives an estimated ready time. It's an estimate — it may change, and the order's page always shows the current time. We'll email you when it's ready and, if you turned notifications on, send you a notification too.

You collect the order at the business, at the address shown on its menu. Give your order number at the counter. The order is prepared for you: if you don't collect it, the amount isn't refunded unless the business decides otherwise.

6. Cancelling and refunds

The 14-day right of withdrawal from distance contracts doesn't apply — orders are food that spoils quickly and a catering service for a specific time (Art. 57(4) and (12) of the Bulgarian Consumer Protection Act).

You can't cancel or change an order in byrzo, including the collection time you picked. If you change your mind, contact the business.
Until it accepts the order, the business can turn it down: the hold is then released and nothing is charged. Once it's accepted, the order can be cancelled only by agreement with the business.
If the business cancels the order after accepting it, the full amount, tip included, is refunded to your card from the business's Stripe account. Depending on your bank it shows within 5–10 working days.

7. Complaints

About the food — what you received, quantity, quality — contact the business: it's the seller, and its contact details are on the menu, on the order's page and in the order email. You have the statutory guarantee of conformity for the food. About the payment or byrzo, write to support@byrzo.app; we'll also help you with the business.

If we can't resolve it, you can turn to the Bulgarian Commission for Consumer Protection and its conciliation committees — kzp.bg.

8. Fiscal receipt

The business issues the fiscal receipt (касова бележка) for your purchase and gives it to you with your order. byrzo's emails, the order's page and any payment confirmation Stripe emails you aren't a fiscal receipt.

9. Liability

We take care that byrzo runs reliably, but can't guarantee it's available without interruption. The business is responsible for the food, its preparation and the allergen information. Nothing in these terms limits your statutory rights as a consumer.

10. Changes and governing law

We may change these terms; each order is governed by the terms in force when it was placed. Bulgarian law applies. Disputes are settled by agreement, or failing that by the competent Bulgarian court. This English text is for convenience; the Bulgarian version is the binding one.