Terms of service

Last updated: July 2026

These Terms and Conditions govern the relationship between:

NEW CHAPTER Ltd., UIC 208114253, with registered office and address:  Sofia, Bulgaria, email: hello@chapter.wine, phone: +359 888 594 521,

hereinafter referred to as the “Merchant”,

and the individuals using the website www.chapter.wine and purchasing products or services through it, hereinafter referred to as “Users”, “Customers”, or “Clients”.

1. General Provisions

These Terms and Conditions govern the use of the website www.chapter.wine (the “Website”) and the relationship between the Merchant and customers when purchasing products, gift vouchers, and tickets for events organised by the Merchant.

The Website is an online store through which the Merchant offers:

• wine accessories and other products related to wine culture;
• gift vouchers;
• tickets for wine tastings, wine dinners, and other events.

By using the Website, browsing its content, or placing an order, the customer declares that they have read, understood, and accepted these Terms and Conditions.

The Merchant reserves the right to update these Terms and Conditions at any time. The current version will always be available on the Website together with the date of the latest update.

2. Merchant Information

Information about the Merchant:

NEW CHAPTER Ltd.
UIC: 208114253
Registered office and address: Sofia, Bulgaria
Email: hello@chapter.wine
Phone: +359 888 594 521

The Merchant is not registered for VAT purposes under the Bulgarian Value Added Tax Act.

3. Website Access

The Website is available to all internet users, except in cases of technical maintenance, security measures, or circumstances beyond the Merchant’s control.

The Merchant makes reasonable efforts to ensure that the information published on the Website is accurate and up to date but does not guarantee that it will be completely free from technical errors or omissions.

The Merchant reserves the right to temporarily restrict or suspend access to the Website without prior notice when necessary.

4. Orders and Contract Formation

Customers may place orders through the Website without creating a user account.

When placing an order, the customer provides the information required for its fulfilment, including:

• first and last name;
• telephone number;
• email address;
• delivery address.

By submitting an order, the customer makes an offer to enter into a purchase agreement.

The agreement between the Merchant and the customer is considered concluded once the Merchant sends confirmation that the order has been accepted.

The Merchant reserves the right to refuse fulfilment of an order in cases of:

• lack of product availability;
• technical errors regarding product information or pricing;
• suspected misuse or fraud;
• inability to deliver due to circumstances beyond the Merchant’s control.

In such cases, the customer will be informed in a timely manner.

5. Products, Prices and Availability

All prices published on the Website are displayed in euros (EUR).

The Merchant is not registered for VAT purposes and prices are determined in accordance with applicable legislation.

Prices do not include delivery costs unless expressly stated otherwise.

The Merchant makes reasonable efforts to ensure that product availability and descriptions are accurate and up to date but reserves the right to correct technical errors or inaccuracies.

6. Payment Methods

Payments for orders placed through the Website may be made using:

• debit or credit cards Visa and Mastercard;
• cash on delivery.

6.1. Card Payments

When paying by bank card:

• accepted cards are Visa and Mastercard, including debit, credit, and business cards via V-POS.
• transactions are processed through the security programmes Mastercard Identity Check and Visa Secure;
• the Merchant does not store any bank card details used for payments made through the Website.

If a refund is required for an amount paid by bank card, the amount will be refunded to the same card used for the payment.

When paying by cash on delivery, the customer pays the order value to the courier upon receipt of the delivery.

7. Delivery

Deliveries are made only within the territory of the Republic of Bulgaria through the courier service provider Speedy AD.

The standard delivery time is between 1 and 3 business days, calculated from the confirmation of the order and its transfer for fulfilment.

Orders placed on business days are generally processed and dispatched on the next business day.

Orders placed during weekends or public holidays are processed on the first following business day.

Delivery delays may occur during:

• promotional campaigns;
• periods of increased demand;
• public holidays;
• circumstances beyond the control of the Merchant or the courier.

Orders with a value exceeding EUR 50 qualify for free delivery to a Speedy office or to the customer’s address.

Upon receipt of the shipment, the customer should inspect its external condition and, in case of visible damage, notify the courier and/or the Merchant without undue delay.

8. Sale of Alcohol Products

The sale of wines and other alcoholic products through the Website is available only to persons who have reached the age of 18 years.

By placing an order, the customer declares that they are at least 18 years old and legally entitled to purchase alcoholic products under applicable law.

The Merchant reserves the right to refuse an order or delivery where there is reasonable doubt regarding the recipient’s age.

Upon delivery, the courier or a representative of the Merchant may request an identification document to verify the recipient’s age.

9. Right of Withdrawal, Returns and Complaints

Consumers have the right to withdraw from a distance contract within 14 days from the date of receiving the goods, in accordance with applicable consumer protection legislation.

To exercise the right of withdrawal, the customer must notify the Merchant using the contact details provided in these Terms and Conditions.

Returned products must be:

• in their original condition;
• unused;
• unopened;
• with their original packaging preserved.

Return shipping costs are borne by the customer unless otherwise required by law.

After receiving and inspecting the returned product, the Merchant will refund the amount due in accordance with applicable legal requirements.

The refund will be made:

• to the bank card used for the payment; or
• through another legally applicable method.

The right of withdrawal does not apply in cases provided for by law, including where goods, due to their nature, cannot be returned or where they have been opened after delivery and this affects their suitability or condition.

In case of non-conformity of products, the customer has the right to submit a complaint in accordance with applicable legislation.

10. Gift Vouchers

The Merchant offers gift vouchers that may be purchased through the Website.

Each gift voucher is valid for a period of 6 months from the date of purchase.

After the expiry of the validity period, the voucher cannot be used and its value will not be refunded.

Gift vouchers:

• cannot be exchanged for cash;
• cannot be transferred to another person;
• may only be used in accordance with the conditions specified by the Merchant.

When a voucher is used for a purchase or participation in an event, its value will be deducted from the amount payable.