General terms and conditions | Travel by Electric

GENERAL TERMS OF USE
These general terms of use (“ToU” or “Terms ”) govern the relationship between Travel by Electric Hub
Ltd., the provider of the mobile application TravelByElectric (the “App”) and any person or entity that installs, accesses or uses the App.

I. DEFINITIONS
1. Account and/or Profile – a collection of personal and/or company information and settings created by the User during registration in the App, which provides access to certain features, including paid Services.
2. Application or App – the mobile application under the commercial name TravelByElectric, owned by the Provider, which offers information and services for locating, accessing, and managing electric vehicle charging stations within the territory of the European Union.
3. Authorized Charging Stations – charging stations for electric vehicles with which the Provider has established contractual relationships and for which charging via RFID card is enabled.
4. Charging Station Operator – any legal or natural person who operates, maintains, and/or makes available to the public an electric vehicle charging infrastructure, including Authorized Charging Stations, regardless of whether they own the facilities or act on behalf of a third party. The Operator is responsible for the technical condition, accessibility, electricity supply, and terms of use of the respective charging station.
5. Consumer – any natural person who uses the Application outside the scope of commercial or professional activity and falls within the scope of the Consumer Protection Act and the applicable European consumer protection legislation.
6. Intellectual Property Rights – all and any rights to intellectual property objects, including but not limited to works of science, art, and literature; trademarks; databases; software; patents; utility models; industrial designs; trade secrets; and other rights incorporated in or related to the App, its content, structure, design, functionalities, and technologies, whether registered or not, which are owned by the Provider and/or for which the Provider is a licensee.
7. Provider – Travel by Electric Hub UIC 207824097, with its seat and management address at 84 Kumata Str., Vitosha District, Sofia 1618, Bulgaria, which may also be referred to as the Company.
8. RFID Card – a physical identification device issued by the Provider, containing an embedded radio frequency chip that enables the User to identify themselves and initiate the charging process at Authorized Charging Stations. The RFID Card is linked to the User Account and/or the User-Organisation Account, where applicable, and is used to facilitate payment processed through the Provider.
9. Services – all functionalities, resources, products, and/or activities provided through the TravelByElectric Application by the Provider, including but not limited to: access to a map of Authorized Charging Stations, route planning, issuance and management of an RFID Card, payments facilitated by the App, as well as any related support, information, or technical solutions. The Services may be either paid or free, with their specific scope and terms of use defined by the Provider and/or the selected subscription plan, where applicable.
10. Subscription Agreement or Agreement – an individually concluded agreement between the Provider and the User, under which the User is granted access to the selected Subscription Plan. For Consumers, the Agreement consists of these General Terms of Use, accepted during registration in the App, together with the selected Subscription Plan, which the Consumer requests through their Account. The Agreement enters into force upon acceptance of the Terms and payment of the applicable fee for the selected Subscription Plan. For User-Organization, the Agreement consists of these General Terms of Use and an individually signed written agreement, which may or may not be concluded remotely, and it enters into force upon payment of the applicable fee for the selected Subscription Plan. If an User-Organization does not sign a separate individual agreement, the Agreement shall be deemed concluded upon selection and payment of the Subscription Plan and shall consist of these General Terms of Use and the terms of the specific Subscription Plan. The Agreement governs the terms and conditions for the provision of the paid Services, the duration, prices, and the parties’ responsibilities, and constitutes an integral part of the overall contractual framework between the Provider and the User.
11. SubscripCon Plan – a predefined package of Services, functionalities, and/or benefits, including the provision of a specified number of RFID Cards, supplied by the Provider in exchange for payment of a subscription fee for a specified period, in accordance with the User’s selection and the description of the respective plan as published in the App.
12. Terms and Conditions of Charging Station Operators – the rules, terms, and requirements unilaterally determined by the respective Charging Station Operator, which govern, among other things, the use of its charging stations, the conditions for access, charging, and other related rights and obligations of users. These terms are available in a dedicated section of the App and apply whenever the services of the respective Operator are used.
13. TravelByElectric Map (or simply the Map) – an interactive digital map available within the App, displaying the location, technical specifications, and real-time availability of Authorized Charging Stations.
14. User – any person or entity that installs, accesses, and/or uses the App, regardless of whether they are registered or not, and whether they use paid or free Services. This category includes both Consumers and User-Organisations, and Users associated with User-Organisations.
15. User-OrganizaCon – a legal entity, an individual acting in a professional capacity, or another type of organisation that creates an Account in the App for the purpose of using the Services for business activities and/or to serve the needs of its employees or clients.

II. SERVICES PROVIDED THROUGH THE APP
1. TravelByElectric Map – provides access to an interactive map displaying all available Authorized Charging Stations, including:

location;
type and power of the charger;
real-time availability;
supported connector standards;
status of the respective station (active, occupied, under maintenance, etc.)

2. Route Planning – The App offers the ability to:

Calculate routes based on the location and characteristics of Authorized Charging Stations. After the route is planned, the App redirects the User to Apple Maps, Google Maps, or Waze (at the User’s choice) for turn-by-turn navigation. The route calculation function, when specific charging stations are selected, is available only through the Google Maps platform.

3. Issuance and Use of RFID Card – The Provider issues an RFID Card to registered Users, which:

serves as a means of identification at charging stations;
activates the charging process for electric vehicles;
records charging session data, which is used for monthly billing through the User’s account in the App. When the RFID Card is issued to a User associated with a User-Organisation, billing is directed to the respective User-Organisation.

4. Processing of Charging Payment
The App allows the User to track data related to completed electric vehicle charging sessions, which are automatically recorded in their Account. Based on this data, the Provider issues a monthly invoice for the amount due.
The User, or the User-Organisation where applicable, makes the payment to the Provider via the Stripe payment platform or by bank transfer, upon receipt of the corresponding invoice. The Provider, in turn, settles the corresponding payments with the Charging Stations Operators. The Provider reserves the right, at any time and without prior notice, to modify, expand, restrict, or discontinue the provision of individual Services or functionalities within the App, including both paid
and free ones. Such changes may be made for reasons related to technical improvements, legal compliance, business needs, or to enhance the quality and security of the Services. In the event of material changes affecting the User’s rights or obligations, the User will be duly notified via the Application and/or by email to the address specified in their Account.

III. REGISTRATION AND ACCESS
1. Access to certain Services provided through the App, including the issuance of an RFID Card and the use of paid Services, requires the creation of an Account. Free Services, such as viewing the Map and planning routes, may be used without registration, but with limited functionality.

2. Account creation is carried out by completing an electronic form within the App, where the User is required to provide accurate, complete, and up-to-date information. In the event of any changes, the User must promptly update their details using the My Account, Personal Details function in the App.
3. Access to Account: The User accesses their Account via a one-time code sent by SMS to the mobile number they have provided. Password-based login is not supported. After two consecutive SMS code requests (each made no sooner than five minutes after the previous one), a backup login option is enabled: a code may be sent to the User’s confirmed email address. This email option is available only if the email has been previously verified. The code sent by email is valid for 10 minutes.
4. The Account may be one of the following types:

Individual Account – created by a legally capable natural person, i.e., a Consumer or another User associated with a User-Organisation;
Business Account – created by a legally established and existing legal entity, organization, or natural person acting in a professional capacity (User-Organisation), to which individual Accounts of employees, representatives, or authorized persons are associated. In the case of User-Organization, the Subscription Agreement and all invoices are issued in the name of the organisation. Each associated User must individually accept these Terms of Use and will have an Individual Account linked to the profile of the User-Organization.

5. Each User is fully responsible for the security of their access credentials (email and phone number), as well as for all actions carried out through their Account, whether performed personally or by a third party. The Provider shall not be held liable for any inability to access the Account due to technical limitations, incorrectly entered data by the User, or the use of unsupported or unverified authentication channels.
6. The User must accept these Terms of Use to use the App and create an Account. Without confirmation of acceptance, the creation of an Account and access to certain functions will not be possible.
7. Issuance and use of an RFID Card, as well as access to the associated paid Services, are only possible after the following conditions are met:

Selection of a Subscription Plan;
entry of a valid payment method;
entry of a delivery address.

8. The specific Subscription Plans—including pricing, number of RFID Cards, and applicable terms and conditions—are published within the App and may be updated periodically by the Provider. The current information is made available to the User prior to the conclusion of the Subscription Agreement.
9. Use of RFID Cards for Corporate/Business Accounts Each RFID Card issued under a contract with a User-Organisation is linked to a specific individual User;
however, all consumption is reported under the User-Organisation Account. The User-Organization bears full responsibility for all costs incurred using the issued RFID Cards and the Accounts associated with them.
10. The Provider reserves the right to refuse registration or to deactivate an Account in any of the following cases:

violation of these Terms;
submission of false, incomplete, or misleading information;
abuse of the App’s functionalities or suspicion of fraud;
failure to meet obligations under a Subscription Agreement, including delayed payment;
failure to comply with moral and ethical standards during charging;
failure to comply with the specific Terms and Conditions of the Charging Station Operators.

11. Valid Payment Card – mandatory requirement for use of the Services
The User is required to maintain at least one valid and active payment card in their Account for the entire period during which they use paid Services or have an active Subscription Plan.
In the absence of a valid payment card:
• Access to paid Services, including the charging of electric vehicles, will be suspended;
• The Provider has the right to deactivate the issued RFID Card and/or terminate the Subscription Plan. The User may remove the registered payment card only after the Subscription Plan has been terminated and all outstanding amounts owed to the Provider have been settled. If the last active payment card is removed, the User will not have access to paid Services until a new valid payment method is added.

IV. TravelByElectric RFID CARD
1. Use of the RFID Card
The User agrees to use the issued RFID Card solely within the scope of Services provided by the Provider through the TravelByElectric App. Each RFID Card remains the property of the Provider and is granted to the User exclusively for use in accordance with these Terms.
2. Request for issuance of an RFID Card
Each User may request the issuance of an RFID Card through the App. The request will be processed only after:
• acceptance of the Terms;
• signing of the Subscription Agreement;
• payment of the applicable fee for the chosen Subscription Plan.
Users associated with a User-Organisation also receive individual RFID Cards, with all invoices issued in the name of the respective Organization.
3. Mechanism for Concluding a Subscription Agreement
(1) To conclude a Subscription Agreement, the User must have an active Account in the App.
(2) The Subscription Agreement is concluded through the following steps:
• The User selects a Subscription Plan, which always includes issuance of an RFID Card;
• In the case of a User-Organisation, the Provider shall deliver an individual Subscription Agreement by email or through the App, based on the terms agreed between the parties;
• The User, or respectively the User-Organisation, shall make payment of the amount due for the selected Subscription Plan.
(3) The Subscription Agreement is considered validly concluded upon successful payment of the chosen Subscription Plan.
(4) Upon conclusion of the Agreement, the Provider issues and delivers the RFID card to the User, according to the chosen plan and the terms of the Agreement.
(5) These Terms form an integral part of the Subscription Agreement.
(6) The Provider shall send a document/invoice for the completed payment to the email address associated with the Account.
4. Price and Delivery Conditions
The specific Subscription Plans, including the price of the RFID card (if applicable) and the included paid Services, are listed in the App and may be updated periodically by the Provider. The current price includes issuance, processing, and postal delivery of the RFID Card, as well as the included Services.
After execution of the Agreement and confirmation of payment, the Provider sends the RFID card/s to the address specified by the User within 7 business days.
5. Activation and validity
The RFID card is activated by the Provider following confirmation of payment. Activation is a mandatory condition for using the paid Services. Each card has a unique identification number and is linked to a specific Account. Only one active RFID card may be linked to a single User Account, unless it
is a User-Organisation Account, in which case multiple Cards may be associated depending on the selected Subscription Plan, or unless the specific Subscription Plan provides otherwise. The selected Subscription Plan shall be activated upon ac0va0on of the RFID card at whichever of the following occurs first:
i. ac0va0on by the User of the first RFID Card issued under this plan;
ii. the expiry of 3 calendar days from the receipt of the respective RFID Card(s) issued under this plan;
iii. the expiry of 10 calendar days from the first delivery of the respective RFID
Card(s).
The validity period of the RFID Card corresponds to the term specified in the selected Subscription Plan. If the User does not renew the Subscription Plan, the RFID Card shall be deactivated.
6. Loss, theft, or damage to an RFID Card
The User is responsible for the safekeeping and proper use of the RFID Card and must take all necessary measures in case of suspected misuse, loss, or theft.
6.1. Blocking at User’s initiative
In the event of loss, theft, or damage, the User may block the RFID Card through the App. The User remains responsible for all charging sessions conducted with the card until the moment of blocking.
6.2. RFID Card replacement
In cases of loss, theft, or damage, the User may request the issuance of a new RFID Card upon payment of a fee listed in the App. A new card is issued after the corresponding issuance and delivery fees are paid.
6.3. Unblocking RFID Card
(1) An RFID Card is temporarily blocked due to non-payment, suspected misuse, loss, or other reasons may be unblocked once the reason for the block no longer exists.
(2) To request unblocking, the User must:
• settle any outstanding and overdue payments to the Provider (in cases of blocking due to non-payment);
• provide any requested information or cooperation (in cases of investigation for suspected misuse or unauthorised use);
• submit a written request for unblocking via email or through a dedicated functionality in the App (in cases where it has been blocked at the request of the User).
(3) The Provider will review the request and, if the conditions in item (2) are met, restore access within five (5) business days, notifying the User via email or in-app notification.
(4) The Provider reserves the right to refuse unblocking if continued or serious violations of the Terms and/or the Subscription Agreement are identified.

V. CHARGING AND PAYING VIA RFID CARD
1. Use of the RFID Card
The User may charge an electric vehicle only by using an RFID Card issued by the Provider, which is linked to their Account or to a User-Organisation Account with which the card is associated. The RFID card serves as identification before an Authorised Charging Station and constitutes the User’s consent to initiate the charging process, consent to the Terms and Conditions of the Charging Station
Operators, as well as a commitment to pay the applicable charging fees to the Provider.
The User undertakes to:
• use charging stations in good faith and in accordance with safety instructions and the respective Terms and Conditions of Charging Station Operators;
• ensure that their vehicle and charging cable are compatible with the selected station;
• not provide the RFID card to third parties, except for authorized use within a User-Organisation Account.
2. Pricing and tariffs
Charging prices are set by the Charging Station Operator based on the tariffs provided by the respective
station operators, and may include:
• the cost of energy;
• connection and usage fees;
• administrative and technical fees charged by the Provider.
The current tariffs for each station are displayed in the App. The User is considered informed of the applicable price at the 5th of charging, except in cases of temporary technical issues.
Roaming Surcharge for Charging Sessions
When the User utilises a charging station that is part of a roaming network (for example, via Hubject or other partner platforms), the price displayed in the App may be higher than the price shown directly at the station by the local Operator.
This is due to additional costs related to the roaming service – such as partner fees, administrative charges, and technical costs associated with processing and interoperability between platforms. By initiating a charging session through the App or via an RFID card, the User accepts the final price displayed in the App and acknowledges that any difference from the local price is not a surcharge imposed by the Provider, but results from roaming-related fees applied by partner networks and operators.
3. Invoicing and payment
3.1. The User receives a monthly invoice from the Provider summarizing all charging sessions completed via their RFID Card(s), or RFID Cards associated with a User-Organization Account, during the previous calendar month.
3.2. The invoice is issued within the first 5 calendar days of each month and includes:
• date, location, and duration of each charging session;
• the amount of energy consumed (kWh);
• the applicable tariff and total amount due.
An exception is made for charging sessions for which the Provider is still awaiting information from the respective Charging Station Operator – these will be invoiced in the next billing period immediately after receiving the necessary data.
Price Breakdown in Invoices Each invoice issued by the Provider may include a detailed breakdown of the total amount due, based on the following main components:
• the cost of the consumed electricity;
• an idle fee at the charging station (if applicable);
• a parking fee (if applicable);
• a session start fee (if applicable); and
• any other fee imposed by the Operator of the charging station.
The proportion between these components is determined by the specific Operator of the charging station and may vary for each individual charging session.
The User is considered to be informed of the current price structure and total amount at the 5th charging session begins, based on the information provided by the Operator of the charging station. By using an RFID card or any other means of access, the User agrees to the applicable tariffs.
3.3 Payment Processing Fee
Each invoice may include an additional payment processing fee (“processing fee” / “service fee”) that covers the costs of performing the transaction through a payment platform (e.g., Stripe).
This fee currently amounts to 1.5% of the transaction value, but its amount may change depending on the applicable terms of the payment service provider. The fee will be clearly indicated in the respective invoice.
3.4. To prevent misuse, if the total cost of charging via the User’s RFID Card reaches or exceeds BGN 1000 including VAT within a calendar month:
• The Provider may issue an interim invoice to the User for the accumulated amount;
• additional interim invoices may be issued for each subsequent threshold of BGN 1000, VAT incl., reached during the same month;
• at the beginning of the following month (no later than the 5th day), a final invoice will be issued for any remaining unpaid charging sessions from the previous month. Each invoice must be paid within five (5) calendar days of its issuance. The User is obliged to make
the payment promptly using the methods specified in the invoice.
3.5. Payment is made directly to the Provider, who is responsible for selfing amounts owed to the respective Charging Station Operators.
3.6. Each invoice shall be sent by email to the address specified in the User’s Account or to another address provided by the User.
3.7. In exceptional cases beyond the Provider’s control (e.g., delayed technical data from a charging station operator), certain charging sessions may be invoiced later.
In such cases, the Provider may issue a delayed invoice, but no later than five (5) years from the date of the charging session. The User is advised to regularly check their charging history through their Account to monitor usage and invoices issued.
4. Non-payment
4.1. In the event of late payment, the Provider reserves the right to:
• send a reminder via email or in-app notification;
• suspend access to the Services, including temporarily deactivating the RFID Card;
• initiate debt collection actions, including legal proceedings.
5. Liability and Fraud Protection
5.1. The User is fully responsible for any charging session conducted using the RFID Card(s) associated
with their Account. The User-Organization is fully responsible for all charging sessions carried out via RFID Cards associated with its Account.
5.2. In case of suspected misuse or unauthorized use of an RFID Card, the Provider has the right to temporarily suspend access to the Services until an investigation is completed.
5.3. Each User must immediately notify the Provider if their RFID Card is lost, stolen, or compromised.
6. Suspension, RestricCon, and TerminaCon of Services
In addition to the cases outlined in these Terms, the Provider reserves the right to suspend or limit access to the Services under the following circumstances:
• failure to pay any amounts due;
• inactivity of the RFID card for a period of two (2) years;
• detection of suspicious or fraudulent activity;
• violation of these Terms or applicable legislation;
• failure to comply with moral and ethical standards during charging, as well as with the Terms and Conditions of the Charging Station Operators.
In the event of service suspension, restoration of access shall be carried out under the conditions set forth in these Terms.

VI. RULES APPLICABLE TO CONSUMERS
1. Right of Withdrawal from the Subscription Agreement
(1) Every Consumer has the right to withdraw from the concluded Subscription Agreement within 14 days from the activation of the respective Subscription Plan. This may be done by:
• completing and submitting the standard withdrawal form available in the Application; or
• sending a clear statement of withdrawal by email or another appropriate method, containing
the Consumer’s identity and details of the subscription agreement.
(2) When exercising the right of withdrawal from a Subscription Plan, the User shall be charged for the delivery costs and a one-time fee for the issued RFID card(s). These amounts will be deducted from any refund due to the User, if applicable.
(3) The right of withdrawal does not apply to services that have been fully performed before the withdrawal period expires and whose execution began with the Consumer’s consent or explicit request.
(4) For services not fully performed, the Consumer may still exercise the right of withdrawal within fourteen (14) days of concluding the agreement by notifying the Provider. In such cases, the Consumer must pay any fixed and proportional costs for services already rendered, if performance began at their explicit request before the withdrawal period ended.
(5) Upon receiving the notice of withdrawal, the Provider will confirm receipt via email.
(6) The Provider shall refund any amount paid under the withdrawn Subscription Agreement within 14 days of receiving the notice.
(7) After the 14-day withdrawal period has expired, no cancellations, changes, or refunds are permitted unless otherwise required by law. Unused RFID cards or services are not subject to return, exchange, or transfer.
(8) All charging sessions carried out prior to the effective date of withdrawal will be invoiced at the applicable rates and must be paid.
2. Alternative Dispute Resolution (ADR)
In the event of any disputes between the Provider and the Consumer related to these General Terms or the Subscription Agreement, the Consumer has the right to refer the matter to the General Conciliation Commission at the Consumer Protection Commission, headquartered at: Vratsa Street No. 1, Floor 4, 1000 Sofia, Bulgaria, Tel: 0700 111 22 Website: www.kzp.bg This ADR body is listed among the national bodies complying with the mandatory quality criteria under Directive 2013/11/EU on Alternative Dispute Resolution. Further details on the ADR procedure are outlined in the Provider’s applicable ADR policy, sent to the Consumer via email immediately after the conclusion of a distance contract.

VII. TERMINATION OF SUBSCRIPTION AGREEMENT AND USE OF THE APPLICATION
1. TerminaCon by the User
(1) The User has the right to terminate their Subscription Agreement with the Provider at any time by submitting a written notice via email or through the designated functionality in the App.
(2) The termination shall take effect upon the expiry of the current subscription period, and the User shall retain access to the paid Services until that time. No refunds shall be issued for any unused portion of the subscription, except where required by mandatory provisions of law, under the right of withdrawal, or as provided in the terms of the specific Subscription Plan.
(3) After termination, the RFID Card is deactivated, and access to paid Services is discontinued.
2. Automatic Renewal of Subscription
(1) Unless otherwise agreed, each Subscription Agreement shall automatically renew for the same period, unless a proper notice of termination has been given by either the User or the Provider.
(2) The Provider shall send a notice to the User via email and/or through the App at least 14 days prior to the automatic renewal, providing information about the upcoming extension and the applicable terms. In case of any changes to the terms or the price of the Subscription Plan, the Provider shall notify the User at least 30 days before the renewal date. If the User does not agree to the changes, they may
terminate the Subscription Plan prior to the renewal date.
(3) The User may disable automatic renewal at any time via their Account settings or by sending a written notice to the Provider.
3. TerminaCon by the Provider
(1) The Provider may terminate the User’s access to the App and/or to terminate the Subscription
Agreement with seven (7) days’ notice sent via email in the following cases:
• abuse or attempted fraud;
• violation of these General Terms, the Privacy Policy, or the Subscription Agreement, including late or non-payment;
• legal or regulatory obstacles to the continued provision of Services.
(2) In cases of serious violations (e.g., deliberate fraud), the Provider reserves the right to terminate access immediately without prior notice.
4. Switching Between Subscription Plans
(1) The User has the right to request a change to another Subscription Plan offered by the Provider at any time by:
• submitting a request via their Account in the App; or
• sending a written notice to the Provider via email.
(2) The new Subscription Plan becomes effective:
• from the next subscription period, if the request is submitted no later than 7 calendar days before the end of the current period; or
• immediately, when upgrading to a more expensive plan or if expressly agreed between the parties and confirmed by the Provider.
(3) When upgrading to a more expensive plan, the Provider may require payment of the proportional fee for the remaining period of the current Subscription Plan.
(4) When switching to a lower-priced plan, the new conditions apply from the next period. No refund of the price difference for the current period is due, unless required by law or explicitly agreed otherwise.
(5) Switching plans does not involve the issuance of a new RFID card unless required by the new plan or otherwise agreed upon.

VIII. ELECTRONIC COMMUNICATION
The User, including the User-Organization, and the Provider agree that all statements between them regarding the conclusion and performance of the Subscription Agreement may be made electronically and via electronic statements as defined by the Electronic Document and Electronic Signature Act and Article 11 of the Electronic Commerce Act. It is assumed that the electronic statements made by the Users, including User-Organization, on the Application are made by the individuals/entities specified in the data provided by the respective User
during the creation of the Account, if the User has entered the corresponding email and access code, or if the statement originates from the email or phone number used to create the Account. It is presumed that the person who registered a User-Organization is duly authorized by the Organization to do so.
The Provider and the User, including the User-Organization, expressly confirm and agree that electronic signatures, including advanced electronic signatures, have the same legal effect as handwritten signatures.

IX. SUPPORT AND LIABILITY
1. Support Channels
(1) For any issues related to the App, the RFID card, or the charging process, Users can contact
TravelByElectric team via:
• Email: […];
• Contact form in the mobile App;
• Emergency assistance during charging – via the contact means specified in the App.
(2) In the event of an issue with a charging station itself (e.g., malfunction, out of service), the User
shall contact the respective Charging Station Operator directly. The Operator’s contact information is available on the charging station or within the App.
(3) For any other issues, the User shall use the official contact channels of TravelByElectric as specified in these Terms of Use.
1.1 Scope and Limitations
(1) The Provider shall make reasonable efforts to provide assistance but does not guarantee resolution of all issues or adherence to fixed timeframes.
(2) Support is available during working hours – 8/5 (8 hours a day, Monday till Friday), unless otherwise announced at least 15 days in advance.
(3) TravelByElectric has an obligation of means, but not an obligation of result, when providing assistance.
1.2. Warranty Commitments
If it becomes necessary to withdraw or replace an RFID card (e.g., for technical or legal reasons, or for security-related reasons, excluding cases of damage caused by the User), the Provider undertakes to:
• notify the User in advance in writing;
• cover all costs for replacement and delivery;
• provide clear instructions for the replacement process.
1.3. Complaints
(1) The User must report any issue with the Services or a specific charging session as soon as possible after receiving the charging report.
(2) In the event of a discrepancy or a potential billing error, the User may submit a complaint, which will be reviewed by the Provider within a reasonable period not exceeding 30 calendar days. If additional verification with Charging Station Operators is required, the response period may be extended.
(3) The Provider reserves the right to request documentary evidence in connection with any submitted complaint.
(4) Electronic records (e.g., emails, data from the App) shall be considered primary evidence unless proven otherwise.
(5) In cases of an improperly charged payment, the Provider shall refund the overpaid amount to the User’s bank account from which the payment was made, without owing interest or any other additional liability.
2. Liability
2.1. User Responsibility
(1) The User shall be liable for any damage caused by their vehicle or charging cable.
(2) The User shall be responsible for any damage resulting from non-compliance with legal regulations, safety instructions, or the terms of use of the respective charging station.
(3) The User shall bear full responsibility for:
• their Account;
• the issued RFID card;
• any charging session carried out using their identification means (RFID cards), regardless of
whether such use was with their knowledge.
(4) The User is required to regularly update the App and use the latest version to access the Services.
TravelByElectric shall not be liable for any issues arising from the User’s deliberate failure to update the
App.
(5) A User_organization shall be responsible for all actions or omissions of Users associated with its
Account as if they were its own.
2.2. Limitation of Liability of the Provider
(1) The Provider shall not be liable for any damages resulting from the improper use of the Services,
non-compliance with these Terms, instructions, technical requirements, or applicable legal regulations.
2.2.1. Regarding IT Issues: TravelByElectric shall not be liable for any damages caused by interruptions in internet or mobile connectivity, delays, hacker attacks, or other technical failures beyond its control, including but not limited to incompatibility with the device on which the App is installed.
2.2.2. Regarding InformaCon on Charging StaCons: Despite the Provider’s efforts to maintain up-to-date and accurate information, it does not guarantee the accuracy or completeness of the data regarding compatible Authorized Charging Stations and shall not be liable for any damages arising from inaccurate or incomplete information. The Provider shall also not be liable for temporarily or
permanently unavailable charging stations listed on the Map due to actions or omissions of partner Charging Station Operators.
In cases of identified or reported irregularities, the Provider will forward the report to the respective Charging Station Operator but does not assume any warranty or contractual obligation for their resolution.
Price discrepancies may occur between the price displayed in the App and the price indicated at the respective charging station. In such cases, the price invoiced based on the data reported by the Charging Station Operator shall be deemed valid. The Provider shall not be liable for such discrepancies.
2.2.3. Regarding Electric Vehicles:
The Provider shall not be liable for any damages caused by a defective vehicle or charging cable belonging to the User.
2.2.4. Regarding Infrastructure:
TravelByElectric shall not be liable for any damages resulting from:
• technical malfunctions of charging stations;
• defects in the electricity distribution network;
• improperly installed or unauthorized modifications to charging stations.
2.2.5. Regarding Charging Sessions:
The Provider shall not be liable for any loss, theft, or damage occurring due to the User’s lack of supervision during a charging session. The User is responsible for ensuring that their vehicle is properly connected before initiating the charging process.
(2) The User is informed that the Provider is not a charging station operator and does not bear direct responsibility for the quality, continuity, or safety of on-site electric charging.
(3) In cases of identified or reported irregularities, the Provider will forward the report to the respective Charging Station Operator but does not assume any warranty or contractual obligation for their resolution.

X. PERSONAL DATA PROTECTION
The collection, storage and processing of personal data is carried out in accordance with our Privacy Policy.
The personal data entered by the Users are subject to protection under the Personal Data Protection Act and the General Regulation 2016/679, as the Provider processes them for the purposes and within the time limits provided for in the Privacy Policy. At any time, the Provider has the right to require the User to identify themselves and verify the authenticity of the personal data provided.
XI. INTELLECTUAL PROPERTY PROTECTION
(1) Any and all Intellectual Property Rights are the exclusive property of the Provider and/or third parties with whom the Provider has a licensing or contractual relationship.
(2) These General Terms of Use do not grant the User any ownership rights in the App or in any intellectual property used by or through it. All rights not expressly granted to the User are reserved by the Provider.
(3) The User does not have the right to copy, reproduce, distribute, modify, adapt, translate, decompile, disassemble, reverse engineer or otherwise use the App or any part thereof outside the scope of the Terms and applicable law.
(4) The User undertakes:
• not to use the trademark, logo or other distinctive signs of the Provider without prior written consent;
• not to create derivative works based on the content or functionalities of the App;
• not to remove or alter any copyright or other rights notices contained in the App.
(5) In the event of an established violation of Intellectual Property Rights by the User, the Provider has the right to immediately terminate access to the App, as well as to take appropriate legal action, including, but not limited to: filing a claim for compensation and/or contacting the competent authorities.

XII. SET-OFF
The Provider shall have the right to set off any of its monetary obligations to the User against any amounts due from the User under these Terms of Use or any concluded Agreements, including but not limited to: unpaid fees, subscription charges, penalties, compensation, or other payable amounts.
By accepting these Terms of Use:
1. Each User and each User-Organisation expressly agree that the Provider shall have the right to set off its payable monetary obligations to them against any payable monetary obligations of the respective User or Organizational User to the Provider, regardless of the grounds on which such obligations have arisen.
2. In the event of any payable obligations, the Provider may withhold payments to the User or User-Organization up to the amount owed and perform the set-off, notifying the respective User in an appropriate manner (e.g., via a message in the Account or by email).
3. The set-off shall take effect from the moment it is performed, and the respective
obligations shall be deemed extinguished up to the amount of the lesser claim.

XIII. APPLICABLE LAW AND DISPUTE RESOLUTION
(1) These Terms and the Subscription Agreement are governed and interpreted in accordance with the current legislation of the Republic of Bulgaria.
(2) All disputes arising in connection with the use of the Application or the interpretation and implementation of these Terms and/or a Subscription Agreement shall be resolved by mutual agreement between the parties, and in the event of failure to reach such an agreement – by the competent court in the city of Sofia, unless the applicable legislation provides otherwise.
(3) When the User is a consumer within the meaning of the Consumer Protection Act, the provisions of the Consumer Protection Act, as well as the relevant rules regarding the competent jurisdiction and the right to out-of-court dispute resolution, shall apply.
(4) Consumers have the right to file a complaint with:
• Consumer Protection Commission (CPC) – www.kzp.bg
• The European Commission’s Online Dispute Resolution (ODR) platform –
hfps://ec.europa.eu/consumers/odr
(5) This clause does not limit the rights of consumers to seek protection of their rights before the relevant court in accordance with the mandatory provisions of the applicable legislation.

XIV. MISCELLANEOUS
1. Force majeure
The Provider shall not be liable for any failure to perform or delay in performing its obligations due to force majeure, including but not limited to: natural disasters, acts of war, strikes, technical failures, power or telecommunications network failures, hacker attacks, regulatory restrictions or other events beyond its reasonable control. In such cases, the performance deadlines shall be extended by the time during which the force majeure occurred.
2. Lack of waiver of right
The fact that either party does not exercise its right or does not insist on the application of a particular clause of these General Terms and Conditions or the Subscription Agreement concluded between them does not constitute a waiver of this right and does not deprive the party of the opportunity to exercise it subsequently.
3. Invalidity of individual clauses
If any provision of these Terms or of the concluded Subscription Agreement is declared null, void or unenforceable by a competent court or by operation of law, it shall be deemed unenforceable, without affecting the validity of the remaining provisions. The Parties shall replace it with a valid clause that most closely reflects the economic and legal content of the original.
4. Transfer of rights and obligations
The User does not have the right to transfer his rights and obligations arising from these Terms and/or the Subscription Agreement to third parties without prior written consent from the Provider.
5. Changes to the Terms
(1) The Provider has the right to change these Terms at any time by publishing an updated version in the mobile App.
(2) Users will be notified of any material change by email and through a notice in the Application within
a reasonable CME before the new terms come into effect.
(3) If the User does not agree with the changes made, he/she has the right to terminate the Subscription Agreement by stating this in writing and/or through functionality in the App.
(4) The User may at any time request the deletion of his/her Account by submitting a request via email or via the contact form in the App. Delivery may take several business days.
Important: Deleting the Account does not release the User from the obligation to pay all amounts due as of the date of the request. Blocking or deactivation of an RFID card does not exempt the User from paying for charging sessions that have already been completed. Even if the Account in the App is deleted, information associated with it (including but not limited to tax and financial data) will continue to be retained by the Provider in accordance with applicable law and as specified in the Privacy Policy.
6. Disagreements between language versions
These General Terms and Conditions may be provided in more than one language. In the event of any discrepancy or conflict between the language versions, the Bulgarian version shall prevail and shall be the only legally binding version.

Latest version from: 15.09.2025