Terms of Service
Last Updated: May 2026
1. SUBJECT
Art. 1. These general terms and conditions are intended to regulate the relations between EDILOCK Group Ltd, Burgas, Bulgaria, 123 Aleksandrovska St., ent. 2, fl. 3, UIC: BG200654404, hereinafter referred to as PROVIDER, and the clients, hereinafter referred to as USERS, of the electronic platform "Tripolino", hereinafter referred to as "tripolino.com".
2. PROVIDER DATA
Art. 2. Information under the Electronic Commerce Act and the Consumer Protection Act:
1. Name of the Provider: EDILOCK Group Ltd
2. Headquarters and management address: Burgas, 123 Aleksandrovska St.
3. Address for exercising the activity: Burgas, 19 Pirotska St.
4. Correspondence details: Burgas, 19 Pirotska St., Email: info@tripolino.com, phone: +359888212767
5. Entry in public registers: UIC BG200654404
6. Supervisory authorities:
(1) Commission for Personal Data Protection
Address: Sofia, 15 Ivan Evstatiev Geshov Blvd.,
tel.: (02) 940 20 46
fax: (02) 940 36 40
Email: kzld@government.bg, kzld@cpdp.bg
Website: www.cpdp.bg
(2) Consumer Protection Commission
Address: 1000 Sofia, 4A Slaveykov Sq., fl. 3, 4 and 6,
tel.: 02 / 980 25 24
fax: 02 / 988 42 18
hotline: 0700 111 22
Website: www.kzp.bg
8. Registration under the Value Added Tax Act No. BG200654404
3. Booking
A request to use the service can be made online at least 24 hours before the start of the transfer. The request is considered confirmed when the client pays the previously determined reservation price in full and receives a reservation confirmation to the email specified in the request. If the client fails to pay this deposit, their request is considered unconfirmed and can be canceled at any time.
When booking a transfer, it is assumed that you have accepted on behalf of all participants these Terms and Conditions, which constitute the entire agreement between you and EDILOCK Group Ltd, and your reservation will be accepted by us on this basis. The following conditions apply to all services.
By filling out the transfer booking request, the user declares that the data provided in it are correct, that the credit card used for the purpose is their own, and that there are sufficient funds on it to cover the price of the transfer.
Booking is only possible if made online on the website www.tripolino.com, by filling out the form and paying the respective price for your transfer. An invoice is issued and sent 24 hours before the start of the transfer. We will send you a confirmation for the transfer ordered by you within 48 hours after your reservation. All special requirements and medical problems must be communicated by the client at the time of booking. After receiving the full payment amount, an email with the necessary information will be sent to you. Please ensure all details in it are correct and immediately contact us if you notice incorrect or missing information.
4. Payment Methods
Payments for the requested services are made online via debit or credit card. The platform accepts payments through VISA and MasterCard bank cards.
5. Changing the Reservation
Changing an already accepted request is possible only if made no less than 24 hours before the start of the transfer and is confirmed by us to the contact email address provided by the client. The following administrative fees apply when changing a request by the user: first and second change – free of charge, third and subsequent changes - 20 euros each.
Changes in published prices prior to your reservation confirmation will not be treated as impropriety on our part. Although we make every effort to keep prices on our website up-to-date, adverse changes in exchange rates, transport costs, and taxes may occur, affecting the final price.
If the client wishes to make changes to the reservation, they must inform us no less than 24 hours before the start of the transfer. While we will make efforts to accommodate these changes, we do not guarantee we can meet such requests. Bookings for transfers with incorrect starting dates due to client fault may not always be processed if the error is noted less than 5 days before the transfer start date.
6. Cancellation
All cancellations must be made in writing to our corporate email: info@tripolino.com no less than 48 hours before the start of the transfer. Cancellations given verbally to a company employee (e.g., driver, operator, etc.) or in writing to other email addresses will not be considered valid.
If the service - transfer provided by EDILOCK Group Ltd is missed by a client due to illness, flight cancellation, etc., this is considered a "no-show" and the amount paid for the transfer will not be refunded. The same rule applies if the client decides to leave before the end of the transfer.
We are not liable in cases of force majeure circumstances described as events that we or our subcontractors cannot foresee or avoid, such as: terrorist activity, strike, war or threat of war, riot, civil conflicts, natural or nuclear disasters, adverse weather conditions, fire, etc.
7. Filing and Processing Complaints
If our clients have problems during their journey that cannot be resolved locally by an EDILOCK Group Ltd representative, they must notify us in writing via an email sent to info@tripolino.com. Please ensure you write all details of the relevant case so we can take appropriate measures to resolve this issue as soon as possible. All complaints sent to our email info@tripolino.com after the end of the journey will be reviewed, but we apologize in advance that at this later stage we cannot change the already occurred situation that would have made your holiday more pleasant.
8. Meeting and Transporting the Client
The driver meets the client at the location and time specified in the reservation confirmation. In case of an inability to find an EDILOCK Group Ltd representative at the meeting point, the client is obliged to immediately call the phones listed in the reservation confirmation. If such a phone call is not registered in an EDILOCK Group Ltd office, the request is considered canceled due to client NO-SHOW. In this case, the client is not entitled to compensation and owes payment in the amount of the full sum for the transfer.
The driver is obliged to be at the meeting point at the exact agreed time and wait for the client 1 hour after their flight lands. If the client is delayed more than 1 hour after the flight lands due to reasons beyond their control (e.g., delayed baggage, a problem with their documents) and has not notified an EDILOCK Group Ltd representative in a timely manner, we do not owe compensation to the client for failure to execute the transfer.
If the client is detained for any reason by the authorities (border police, customs, or airport security), the client is not entitled to compensation.
The driver is obliged to be at the location (hotel, private home, or other pre-arranged location) at the exact agreed time and wait for the client for 15 minutes. If the client does not appear at the agreed location and is delayed more than 15 minutes without notifying an EDILOCK Group Ltd representative in a timely manner, we do not owe compensation for failure to execute the transfer.
When requesting a transfer, the client is obliged to comply with the information published on the website www.tripolino.com regarding the duration of the transfer for the respective destination and allocate sufficient time for its execution. The information published on the website is for guidance only, and for the convenience of the client, we are not responsible and do not owe compensation for losses suffered by the client (e.g., missed flight, train, bus) if they have not allocated sufficient time for the execution of the transfer and all procedures related to it.
We are not responsible for losses suffered by the client (e.g., missed flight, train, bus, etc.) caused by delays on their part.
The client is obliged to provide in the reservation information about the flight/train/bus they are arriving with. We are not responsible and do not owe compensation for an unexecuted service - transfer if the client does not provide this information in a timely manner.
In the event the client's flight is canceled, delayed, or redirected to another airport, we must be notified in a timely manner of the new arrival time and location. If the notification is made too late, the client must make a new request. We can execute the transfer to the new arrival point only if we have the capability, and if the client agrees in writing to pay all additional costs for this.
We will make all necessary efforts to meet the client at the location and time specified in the reservation confirmation, but we are not responsible and do not owe compensation for losses suffered by the client (e.g., missed flight, bus, train) if, due to circumstances beyond our control arising from random events (e.g., road traffic accidents, closed roads due to civil protests, landslides, bad weather conditions, etc.), we do not execute the transfer on time.
We reserve the right not to provide the service - transfer if the behavior of the client and/or accompanying persons is unsafe and affects the security of third parties. EDILOCK Group Ltd is not responsible for any additional costs incurred by the client and accompanying persons as a result of the non-provision of the service - transfer in this case.
Smoking, eating, drug use, and consumption of alcoholic beverages are strictly prohibited in the vehicle.
If the client and/or accompanying persons are visibly intoxicated and exhibit aggression towards the driver or third parties, the driver may refuse to execute the transfer. In such a situation, EDILOCK Group Ltd does not owe compensation to the client for non-execution of the service - transfer.
In case of a vehicle breakdown during the execution of the transfer, we undertake to repair the breakdown as quickly as possible or replace it with another, but we do not owe compensation for damages suffered by the client (e.g., missed flight, bus, train, etc.) caused as a result of a delay in the execution of the transfer.
9. Missing or Damaged Vehicle Interior
Upon identifying missing items and damages to the interior and exterior of the vehicle caused by the client during the use of the service - transfer, the vehicle is sent for inspection to an authorized service center. We notify the client (at their email provided in the reservation) of the value of the damages, and an invoice is issued for the vehicle repair amount. The client is obliged to pay the invoice value on the day of receipt if the service - transfer has not yet been fully completed, or within a week if completion has already concluded. We reserve the right to terminate without notice and at the client's expense if they do not fully pay the value of the damages and missing items caused by them to the vehicle.
10. Duties and Responsibilities of the Client. The Client is Obliged to:
Maintain cleanliness and not damage the vehicle in which they travel.
Notify us when registering the request for a transfer if they intend to travel with extraordinary luggage – ski equipment, golf clubs, surfboards, bicycles, baby strollers, pets, etc., to ensure a suitable vehicle is provided. We reserve the right to cancel a request if the number of passengers and their luggage cannot fit under normal conditions in the reserved vehicle model. In this case, the client is not entitled to claim compensation if they have not previously requested written confirmation from us that the reserved vehicle is suitable for the number of passengers and their luggage.
When transporting pets, if they are not in a special cage for animal transport, the driver may refuse to perform the transport and EDILOCK Group Ltd does not owe compensation to the client for this.
In case of problems with the provided service - transfer, the client is obliged to immediately notify us at the phones listed in the reservation confirmation. We will do everything possible to resolve the problem in the best possible way. If the client fails to inform promptly upon the occurrence of a problem and does not provide a functioning contact phone, this will affect our capabilities to resolve it subsequently, and we are not liable.
According to Bulgarian legislation, children up to 1 year old weighing less than 13 kg must travel in a vehicle in rear-facing infant car seats (BABY SEAT). Children over 1 year old weighing over 8 kg must use a child seat (CHILD SEAT), and children under 1.50 m in height and weighing over 17 kg must use seat belts with a special booster seat (BOOSTER SEAT).
We offer standard child seats (CHILD SEAT) and booster seats (BOOSTER SEAT), but we recommend the client use their own to ensure maximum safety and comfort for traveling children. We are not responsible for the quality and proper functioning of the child seats. For hygiene and security reasons, we do not offer infant seats (BABY SEAT).
The client is obliged to specify in the online reservation the number and type of child seats required for their journey. We are not responsible for delays in the execution of the transfer if the client has not complied with this condition.
We or our officers (directors, employees), representatives (subsidiary or affiliated companies and partners), are not responsible for: any punitive, special, indirect, or consequential loss or damages, for any loss of production, loss of profit, loss of revenue, loss of contract, loss of or damage to clientele or reputation, loss from a claim; for any inaccuracy related to the website www.tripolino.com (including prices); for the services rendered or products offered; for any damages, losses, or costs suffered by the client, for which they are held liable, or have paid, arising as a result of or in connection with the use, inability to use, or delay of our services, or for any (personal) injury, death, property damage, or other (direct, indirect, special, consequential, or punitive) damages, losses, or costs suffered, or for which the client is held liable or paid by them, whether due to (legal) actions, errors, unfulfilled duties, (general) non-performance, intentional crime, omissions, non-performance, misrepresentations, law violations, or non-performance of the direct duties (full or partial) of the hotel (its employees, directors, agents, representatives, or affiliated companies); including for any (partial) cancellation, double bookings, strike, force majeure circumstances, or any other event beyond the control of the company (war, threat of war, terrorist activity and its consequences or the threat of such activity, riots, actions of any government or other national or local law enforcement authorities, industrial accident, strike, natural or nuclear disaster, fire, adverse weather conditions, road traffic accidents, etc.).
11. Final Provisions
These General Terms and Conditions are published on the website www.tripolino.com and can be modified at any time, with the changes being published online and accessible to the client.
The General Terms and Conditions in force at the time the reservation is made by the client are considered applicable to the transfer service.
These General Terms and Conditions, together with the issued reservation confirmation, constitute the entire agreement between EDILOCK Group Ltd or its partners and the client. By ticking "I agree to the General Terms and Conditions" in the online booking form, the client confirms they have read them, understand their content, agree with them, and officially accept them.
The original Bulgarian version of these General Terms and Conditions has been translated into other languages. The translated version is merely an office translation with no legal value. In the event of a dispute regarding the content, application, or interpretation of the General Terms and Conditions, or discrepancies and differences between the Bulgarian and the translated version in any foreign language, the Bulgarian text shall apply and be decisive.
Correspondence between EDILOCK Group Ltd and the client is carried out as follows:
- for EDILOCK Group Ltd - by email address: info@tripolino.com
- for the Client - by email, to the contact email address provided by them in the reservation.
An email message is considered received on the day the email arrives in the inbox of EDILOCK Group Ltd or on the first business day if the message is received on weekends or a public holiday.
EDILOCK Group Ltd may transfer rights and obligations in whole or in part in case of necessity.
All disputes between the parties related to these General Terms and Conditions shall be resolved in a spirit of goodwill and mutual understanding, and if this proves impossible, the dispute is referred to the competent Bulgarian court for resolution. The applicable law for resolving disputes is Bulgarian.