Refund & Cancellation Policy

1. Booking & The Non-Refundable Deposit

To secure your event date at the Sense Rooftop, a 50% deposit is required at the time of booking.

• Legal Basis: In accordance with Art. 57, pt. 3 of the Bulgarian Consumer Protection Act (and Art. 16(c) of EU Directive 2011/83/EU), the right of withdrawal (the standard 14-day "cooling off" period) does not apply to contracts for the supply of goods or services made to the consumer's specifications or clearly personalized.

• Nature of Service: Because our services involve custom floral design, hand-dyed silks, and the reservation of a specific venue date, the 50% deposit is strictly non-refundable. This deposit covers our administrative costs, creative preparation, and the loss of opportunity to book other clients for your reserved date.

2. Final Payment

The remaining 50% of the total package price must be paid in full no later than 48 hours before the scheduled event.

• Late Payment: Failure to settle the final balance by this deadline will be treated as a cancellation by the client. In this instance, the event will not proceed, and the initial deposit will remain non-refundable.

3. Client Cancellations

If you wish to cancel your booking:

• Cancellations made more than 48 hours before the event: You are not required to pay the final 50% balance; however, the initial 50% deposit will not be returned.

• Cancellations made less than 48 hours before the event: The full package price is due, and no refunds will be issued.

4. Rescheduling & Force Majeure

We understand that Bulgarian weather can be unpredictable.

• Weather/Venue Issues: If the Sense Rooftop becomes unavailable due to extreme weather or safety concerns, we will work with you to reschedule the event to an alternative date within six (6) months, subject to availability.

• Force Majeure: In cases of state-mandated restrictions or "Force Majeure" events as defined by Bulgarian law, payments made may be converted into a credit for a future booking.

5. Claims & Quality

If our services do not meet the agreed-upon "Wilder" aesthetic or technical specifications as outlined in your contract, you are entitled to a claim under Art. 112-115 of the Consumer Protection Act. Claims must be made in writing immediately following the event.