GENERAL TERMS AND CONDITIONS

for the use of the website and the provision of dental services by Sofia Implant Centre

Effective from: 18.08.2026. Version: 2.1

Preamble

These General Terms and Conditions (hereinafter the “Terms”) govern the relationship between Sofia Implant Centre (hereinafter the “Clinic” or “We”) and any natural person who visits sofiaimplantcentre.com, submits an enquiry, books a consultation, uses or pays for any dental service provided by the Clinic (hereinafter the “Patient” or “You”).

These Terms have been drafted in accordance with the Bulgarian Health Act, the Medical Establishments Act, the Professional Organisation of Dental Practitioners Act, the Consumer Protection Act, the Obligations and Contracts Act, the Electronic Commerce Act, Regulation (EU) 2016/679 (GDPR), Regulation (EU) 2017/745 on medical devices and other applicable Bulgarian and EU legislation.

By booking a consultation, signing a treatment plan, paying the commitment fee or commencing treatment at the Clinic, the Patient confirms that they have read, understood and accepted these Terms in their entirety.

1. Identification of the trader and medical establishment

The Services are provided by:

“Medical And Dental Centre Sofia Implant” Ltd. (in Bulgarian: „Медико-дентален център София Имплант“ ООД), operating under the trade name Sofia Implant Centre.

UIC (Bulgarian company registration number): 206304001
Registered office: 251G Ring Road, Sofia 1715, Bulgaria
Legal status: outpatient medical establishment within the meaning of Article 8 of the Bulgarian Medical Establishments Act

Contact: reception: +359 895 750539; international consultant: +44 7488 428593; email: info@sofiaimplantcentre.com; website: https://sofiaimplantcentre.com.

Emergency phone after a procedure: +359 884 556 569.

Registration: The Clinic is registered as an outpatient medical establishment under the Bulgarian Medical Establishments Act. The dental practitioners working at the Clinic are members of the Bulgarian Dental Association and hold valid certificates entitling them to practise their profession.

2. Definitions

“Services” – all dental, medical, laboratory and ancillary services provided by the Clinic, including but not limited to: consultations, diagnostics, 3D scanning, X-ray imaging, implantology, prosthodontics, surgery, endodontics, periodontology, aesthetic dentistry and sedation.

“Treatment Plan” – an individual treatment plan prepared by a dental practitioner of the Clinic on the basis of a clinical examination, 3D scan and X-ray imaging of the specific Patient.

“Commitment Fee” – a non-refundable deposit equal to 10 % of the value of the approved Treatment Plan, payable prior to the commencement of treatment.

“Post-operative Instructions” – the written and verbal instructions provided by the Clinic to the Patient regarding conduct, hygiene and follow-up appointments after each procedure.

“Website” – the website sofiaimplantcentre.com, including all of its sub-domains and language versions.

3. Subject of these Terms

These Terms govern:

the rules for using the Website and the information made available through it;
the procedure for booking a consultation and an appointment;
the rights and obligations of the Clinic and of the Patient in connection with the Services;
the terms of payment, the warranties and the liability of the parties;
the duration of treatment and the consequences of any delay;
the rules for the protection of the Patient’s personal data;
the procedure for filing complaints and for the out-of-court settlement of disputes.

4. Use of the Website

4.1. The information published on the Website is of a general informational nature and does not constitute medical advice, a diagnosis or a recommendation for a specific treatment. Any specific treatment decision is made only after an in-person examination at the Clinic.

4.2. The prices stated on the Website are indicative and are subject to individual determination upon preparation of the Treatment Plan, based on the actual condition of the Patient.

4.3. The entire content of the Website – texts, images, video, logos, graphics, design and software – is protected by copyright and related rights and is the property of the Clinic or its partners. Reproduction, distribution or use of any such content without the express written consent of the Clinic is prohibited.

4.4. The Clinic is not responsible for the content of any third-party websites linked from the Website.

5. Booking and conclusion of the treatment contract

5.1. The Patient may book a consultation via the contact form on the Website, by phone, by email or through the Clinic’s approved communication channels (including Meta, Google and partner booking platforms).

5.2. After the initial enquiry, the Patient receives confirmation of the booked appointment and information regarding any preparatory steps required (e.g. completion of a medical questionnaire, submission of an existing OPG or CT scan).

5.3. The contract for the provision of dental services between the Patient and the Clinic shall be deemed concluded upon the signing of a Treatment Plan and informed consent and upon payment of the Commitment Fee.

5.4. Minimum age: The Clinic’s Services are intended for persons of full legal age. For minor Patients, the explicit written consent and presence of a parent or legal guardian is required.

6. Treatment Plan

6.1. The Treatment Plan is prepared by the treating dental practitioner on the basis of a clinical examination, a 3D scan of the jaws and X-ray imaging (OPG and/or CT). If the Patient refuses to undergo a 3D scan, it is not possible to prepare a Treatment Plan and commence treatment.

6.2. Sofia Implant Centre does not work on the basis of treatment plans prepared by other dental clinics or practices. The Clinic reserves the right to require its own diagnostics before commencing any treatment whatsoever.

6.3. The Treatment Plan is confidential and is valid for a period of 90 (ninety) calendar days from the date of its preparation. After this period, the Clinic does not guarantee the prices, stages and timelines stated in the plan and may require a repeat examination. Where treatment has already commenced and a delay under section 7.3 occurs, the period under this section shall be suspended for the duration of the delay and the Treatment Plan, including the prices agreed in it, shall remain in force.

6.4. Changes to the final price. The overall final price of the treatment is of a forecast nature and may vary depending on the Patient’s actual condition, the condition of the tissues and bone, the Patient’s individual orthodontic and dental needs and any unforeseen clinical findings during the course of treatment. The Patient shall be informed in advance of any material change in scope or price and such change shall be reflected in a written addendum to the original Treatment Plan.

7. Duration of treatment, timelines and delays

7.1. Indicative nature of all timelines. All durations, dates, numbers of visits, numbers of days of stay in Sofia, laboratory turnaround times, healing periods and completion dates communicated by the Clinic — whether in the Treatment Plan, on the Website, in price quotations, brochures, email, telephone conversations, WhatsApp, Viber or any other correspondence — are indicative estimates, based on the typical course of treatment for a patient with the clinical presentation of the Patient. They constitute planning guidance and not a guaranteed date of performance. The treatment contract is not concluded as a fixed-term transaction within the meaning of Article 89 of the Bulgarian Commerce Act, and performance by a specific calendar date is not of the essence of the contract, unless the Clinic has expressly agreed otherwise in writing in a document signed by an authorised representative of the Clinic.

7.2. Clinical outcome takes precedence over the schedule. The Clinic will not compromise the safety of the Patient or the clinical and aesthetic result of the treatment in order to meet an indicative date. Where, in the professional judgement of the treating practitioner, a longer healing period, an additional appointment, an additional visit to Sofia, a change of protocol, a remake of a prosthetic construction or the postponement of a stage is necessary in the medical interest of the Patient, the Clinic shall act accordingly, and this shall not constitute non-performance or improper performance of the treatment contract.

7.3. Circumstances beyond the Clinic’s control. The parties expressly agree that the following circumstances, by way of a non-exhaustive list, are not attributable to the Clinic and may extend the duration of the treatment:

(a) Biological and clinical circumstances: slower, atypical or incomplete healing; insufficient osseointegration or loss of an implant; insufficient bone volume or quality established during the intervention; the need for bone augmentation, sinus lift or soft-tissue grafting and the consolidation period required for it; infection, inflammation, bleeding, swelling or a post-operative complication; an adverse reaction to anaesthesia, medication or materials; an intercurrent illness or a change in the general health of the Patient; and any condition which was not disclosed by the Patient or which could not reasonably have been detected before the intervention.

(b) Circumstances caused by the Patient: late arrival for or failure to attend an appointment; cancellation, postponement or shortening of a visit by the Patient; failure to comply with the pre-operative and post-operative instructions, including in relation to smoking, alcohol, medication, diet and oral hygiene; incomplete or inaccurate information in the medical questionnaire under section 12; failure to obtain a required medical clearance or laboratory test; changes requested by the Patient to the Treatment Plan, to the materials, or to the shade, shape or aesthetic parameters of the prosthetic construction after its manufacture has commenced; refusal of recommended diagnostics or treatment steps; and travel, visa or personal circumstances of the Patient.

(c) Acts and omissions of third parties: dental laboratories; manufacturers and suppliers of implants, components, prosthetic and consumable materials; couriers, transport operators and customs authorities; external imaging centres and medical laboratories; external specialists, anaesthesiologists and hospitals; and providers of transport and accommodation services.

(d) Technical and operational circumstances: breakdown, malfunction or unavailability of medical, surgical, laboratory, milling, printing, imaging or IT equipment; interruption or failure of electricity, water, internet, software or licensing services; defective, delayed or non-conforming materials, components or prosthetic constructions; and remakes required by the Clinic’s own quality control.

(e) Force majeure and events of an extraordinary nature: natural disasters, extreme weather conditions, fire, epidemic or pandemic and the measures imposed in connection with it, war, military action, terrorism, civil unrest, strikes, disruption of transport or air traffic, cyber-attack, an act of a state or municipal authority, or a change in the applicable legislation.

7.4. Costs of the Patient. Where the completion of the treatment or of a stage of it is delayed as a result of a circumstance under section 7.3 — that is, a circumstance which is not caused by an intentional act or gross negligence of the Clinic — the Clinic shall not be liable for, and shall not be obliged to reimburse, contribute to or compensate in any form:

extended, repeated or additional accommodation — hotel, apartment or otherwise;
airline tickets, transfers, and fees for changing, rebooking or cancelling travel arrangements;
visas, insurance premiums and administrative fees;
meals, local transport and subsistence expenses;
the expenses of accompanying persons;
loss of income, used or lost annual leave, missed onward travel, missed events or commitments;
childcare or pet care costs;
or any other indirect, consequential or non-pecuniary damage connected with the stay or travel of the Patient.

7.5. Obligations of the Clinic in the event of a delay. Where a delay occurs or is anticipated, the Clinic undertakes:

(a) to notify the Patient as soon as it becomes aware of the circumstance and to provide a revised indicative timeline;

(b) where a delay would leave the Patient without an adequate functional and aesthetic result, to provide a temporary or provisional prosthetic construction or another interim solution wherever this is clinically possible, so that the Patient does not remain without teeth;

(c) to reschedule the remaining appointments with priority, at the earliest slot available in the Clinic’s schedule and convenient for the Patient;

(d) to perform the remaining clinical work which has already been paid for without any additional clinical charge, including where this requires an additional visit to Sofia. This does not cover the expenses listed in section 7.4, nor any additional treatment which becomes necessary for a reason under section 7.3(a) or 7.3(b), which is charged in accordance with the price list in force;

(e) where clinically appropriate, to offer remote follow-up and to cooperate with a dental practitioner chosen by the Patient in their country of residence;

(f) where it is clinically safe and acceptable, to offer dispatch of the finished prosthetic construction, or completion of the treatment during a subsequent visit.

7.6. Fixed departure date of the Patient. If the Patient has a departure date, deadline or event which cannot be moved and by which the treatment must be completed, the Patient is obliged to declare this in writing before signing the Treatment Plan. In such a case the Clinic may, at its discretion: (a) decline to commence the treatment; (b) propose a staged treatment plan over two or more visits; or (c) commence the treatment against the Patient’s written acknowledgement that completion by that date cannot be guaranteed. In the absence of such written notice, the Clinic is entitled to assume that the Patient has no fixed deadline, and section 7.4 applies in full.

7.7. Insurance. The Clinic recommends that every Patient travelling to Sofia for treatment obtain travel and medical insurance covering, as a minimum, extension of the stay, change or cancellation of travel arrangements, and medical assistance abroad. The Clinic does not act as an insurer and does not assume the functions of one.

7.8. Postponement by the Clinic before travel. Where a visit must be postponed for a reason under section 7.3 before the Patient has travelled, the Clinic shall notify the Patient at the earliest possible moment. All amounts paid, including the Commitment Fee under section 9.2, retain their effect and are transferred to the rescheduled dates. Where the postponement is due to a circumstance attributable to the Clinic and exceeds 6 (six) months from the originally scheduled date, the Patient may terminate the treatment contract and receive a refund of all amounts paid, including the Commitment Fee, in respect of treatment not performed.

7.9. Relationship to mandatory law. Nothing in this section shall be construed as excluding or limiting: the liability of the Clinic for death or damage to health; the liability of the Clinic for damage caused by intent or gross negligence, in accordance with Article 94 of the Bulgarian Obligations and Contracts Act; the professional liability of the Clinic and its medical professionals under the Bulgarian Health Act and the insurance under section 17.3; or the mandatory rights of the Patient as a consumer under the Bulgarian Consumer Protection Act and applicable European Union law. Should any provision of this section be held invalid or unfair, this shall not affect the validity of the remaining provisions.

8. Informed consent

8.1. Prior to each procedure, the Patient receives detailed information about the nature of the treatment, expected outcomes, possible risks, side effects and alternatives, in accordance with Article 87 et seq. of the Bulgarian Health Act.

8.2. The Patient signs an informed consent form for each invasive procedure, including surgery, implant placement, general anaesthesia and sedation.

8.3. By signing the informed consent, the Patient declares that they fully understand the proposed treatment, the risks, advantages and disadvantages, all of which have been presented to them in detail, and that they are aware of the indicative nature of all timelines under section 7.

8.4. The Patient has the right to withdraw their consent for the continuation of treatment at any time. In such case, the payment rules under section 9 of these Terms shall apply.

9. Prices, Commitment Fee and payment terms

9.1. Payment methods

The available payment methods are:

payment by debit or credit card via POS terminal, excluding business cards and American Express (AMEX);
payment in cash, subject to the restrictions of the Bulgarian Cash Payments Restriction Act;
payment by bank transfer to an account stated in a proforma invoice issued by the Clinic.

Before making a card payment, the Patient is kindly requested to check the daily and monthly limits of their bank card.

9.2. Commitment Fee

9.2.1. The Patient shall pay a non-refundable deposit equal to 10 % of the value of the entire Treatment Plan, called the “Commitment Fee”, in advance.

9.2.2. The Commitment Fee is intended to cover the costs of planning and preparation of the treatment, including the organisation of the medical team, anaesthesiologist, laboratory time and other related costs.

9.2.3. The Commitment Fee is non-refundable, save where the Clinic is unable to carry out the agreed procedures within a reasonable period of time for objective reasons, including in the case under section 7.8.

9.3. Payment for the stages of treatment

9.3.1. The Patient shall pay 100 % of the cost of each stage of treatment.

9.3.2. In order to proceed to surgical and therapeutic procedures, the Patient shall pay 60 % of the total amount for the visit in question before the procedures begin, with the remaining 40 % payable before the final procedure of that same visit.

9.3.3. In the event of delay of payment beyond the periods set out above, the Clinic reserves the right to suspend or postpone treatment until the amounts due have been settled, without this constituting a breach on its part.

9.3.4. A delay under section 7.3 does not accelerate the payment of any amounts for stages of treatment not yet performed.

9.4. Refunds

In the event of a full or partial refund of amounts paid for Services, the Clinic reserves the right to deduct from the refunded sum:

exchange rate fees in respect of payments made in foreign currency;
all banking and transaction fees;
fees for cash withdrawals and cash deposits to bank accounts;
the Commitment Fee, to the extent it is non-refundable under section 9.2.

9.5. Invoicing

For each payment, the Clinic issues an invoice and/or fiscal receipt in accordance with applicable Bulgarian tax legislation. Upon the Patient’s request, an invoice may be issued to a natural or legal person based on the details provided.

10. Warranties

10.1. Origin and quality of the implants

All dental implants used at Sofia Implant Centre originate from the European Union, bear CE marking under Regulation (EU) 2017/745 on medical devices, carry a TÜV quality certificate (Grade-4 and Grade-5 titanium) and are covered by a lifetime structural warranty from the manufacturer.

10.2. Warranty periods

10.2.1. The Clinic provides the following warranty periods, calculated from the date of placement of the respective construction:

dental implants – 10 (ten) years;
prostheses and crowns – 5 (five) years.

10.2.2. The warranty applies solely upon strict compliance with the post-operative oral hygiene instructions and the prescribed follow-up appointments and maintenance procedures.

10.2.3. A delay under section 7.3 does not shorten the warranty periods; they run from the date on which the final construction is actually placed.

10.3. Warranty conditions and scope

The validity of the warranty depends on individual factors specific to each Patient, including: compliance with the post-operative instructions, personal oral hygiene, general health status, smoking, intake of medication and regularity of follow-up appointments. The treating practitioner provides the Patient with detailed advice on the necessary procedures and care.

10.4. What the warranty does not cover

The warranty does not cover:

costs of transport, hotels, accommodation and any other travel-related expenses incurred to reach the Clinic;
damage caused by trauma, accident, misuse, teeth grinding (bruxism) without using a splint prescribed by the Clinic, or other external factors;
damage attributable to untreated general health conditions or undisclosed allergies;
changes resulting from the natural ageing of the body and oral tissues;
damage caused by interventions performed by third parties (another practitioner or clinic).

10.5. Exception to the dental implant warranty

The warranty for dental implants is valid only if the entire treatment, including the placement of the final construction (crowns, bridges or full prosthetic superstructures), is completed at Sofia Implant Centre. If the final construction is manufactured and/or placed at another medical establishment, the implant warranty shall become invalid. This ensures that all stages of treatment meet the Clinic’s quality standards and are carried out under controlled conditions.

10.6. Claims

Warranty claims shall be submitted to the Clinic in writing, accompanied by a description of the issue and, where possible, supporting photographs. The Clinic shall carry out an examination within 30 (thirty) days of receipt of the claim and shall notify the Patient of the proposed resolution.

11. Treatment under sedation

Where dental treatment is provided under sedation, the Patient shall comply with all instructions and rules relating to the sedation:

For the Patient’s safety, the Patient shall provide the contact details of a close friend or relative.
A direct telephone consultation with the anaesthesiologist shall mandatorily take place the day before treatment begins. If the Patient refuses such a consultation, the Clinic reserves the right to cancel the sedation.
The Patient is required to undergo a mandatory cardiology examination, an ECG and full blood count before sedation. Depending on the Patient’s health condition, additional tests may also be required. Results are considered valid only if performed within the last 7 (seven) days before the procedure. If results are unfavourable, the sedation cannot be performed.
The Patient shall not consume any food or drink (including water, juice, coffee, etc.) for at least 10 (ten) hours before the sedation procedure. Failure to comply with this instruction means the sedation cannot be carried out and may result in additional fees and/or extension of the Patient’s stay.
On the day of sedation, it is recommended that the Patient be accompanied by a family member or friend who can care for them after the procedure. Following sedation, the Patient may experience dizziness, tiredness and/or discomfort; driving and operating machinery are not advised for at least 24 hours.

12. Allergies and the medical questionnaire

12.1. Before treatment begins, the Patient shall complete a medical questionnaire and is required to provide full and accurate information regarding their state of health, current medications, pregnancy and breastfeeding, known allergies (including allergies to titanium, latex, anaesthetics, etc.) and previous surgical interventions.

12.2. The Clinic uses titanium dental implants. Patients with a known or suspected allergy to metals are advised to undergo allergy testing before treatment begins. The Patient is responsible for arranging the test and obtaining the results.

12.3. In the event of a positive test for an allergy to titanium or other materials used by the Clinic, Sofia Implant Centre must be notified in writing prior to the commencement of treatment.

12.4. Sofia Implant Centre accepts no liability for the outcome of dental treatment of Patients who have failed to provide full and accurate information in the medical questionnaire regarding their health status. The Patient is responsible for providing up-to-date and accurate information, and any consequences resulting from incomplete or incorrect information shall be entirely at the Patient’s expense.

13. Patient obligations

The Patient undertakes:

to provide complete, current and accurate information regarding their state of health;
to comply with all instructions and directions given by the Clinic’s staff before, during and after treatment;
to attend appointments at the scheduled times and to arrive on time at the Clinic reception, so that the schedule may be maintained and changes to the Patient’s treatment timeline avoided;
to attend all follow-up appointments within the indicated time frames;
to maintain the oral hygiene regime prescribed by the treating practitioner;
to pay all sums due in good time in accordance with section 9;
to promptly notify the Clinic of any change in their state of health, any new medication taken or the appearance of any unusual symptoms following a procedure;
to notify the Clinic in writing, before signing the Treatment Plan, of any fixed departure date or deadline in accordance with section 7.6.

Failure to keep appointments: Sofia Implant Centre reserves the right to refuse transfer in the event of failure to keep pickup appointments on two or more occasions.

14. Clinic obligations

The Clinic undertakes:

to provide dental services in accordance with good medical practice, the requirements of the Bulgarian Health Act, the Medical Establishments Act and the standards of the Bulgarian Dental Association;
to inform the Patient in advance of the nature of the proposed treatment, the risks involved and the available alternatives;
to use only certified medical devices and materials bearing the CE marking;
to retain the Patient’s medical documentation in accordance with applicable laws;
to protect the Patient’s personal data in accordance with Regulation (EU) 2016/679 (GDPR) and the Bulgarian Personal Data Protection Act;
to provide written documentation to the Patient upon request (X-ray images, treatment plan, invoices, medical record);
to perform its obligations in the event of a delay in accordance with section 7.5.

15. Extracted teeth, crowns and explanted implants

15.1. Patients must inform the Clinic in advance, before their first procedure, if they wish to keep or be returned any extracted teeth, crowns or explanted implants.

15.2. In the absence of such notification, the Clinic shall not be liable for their storage, return or release and shall treat such items as biological waste in accordance with applicable disposal requirements.

16. Emergency assistance

In the event of an emergency situation following a procedure performed at the Clinic (severe pain, bleeding, swelling, fever, etc.), the Patient shall immediately contact the Clinic on +359 884 556 569 (emergencies) or +359 895 750539 (reception). In the event of a life-threatening condition, the Patient shall call the single European emergency number 112.

17. Liability and limitations

17.1. The Clinic is liable for the dental services it provides within the scope and on the conditions set out in these Terms and under applicable Bulgarian law.

17.2. The Clinic is not liable for:

consequences arising from incomplete, inaccurate or false information provided by the Patient in the medical questionnaire;
complications caused by the Patient’s failure to comply with the post-operative instructions;
complications caused by interventions carried out by a third party (another medical establishment or practice) upon the work of the Clinic;
delays or inability to carry out a procedure due to the circumstances set out in section 7.3, including force majeure under section 7.3(e), on the conditions and with the consequences regulated in section 7;
indirect damages, loss of profit and non-pecuniary damages, save as provided by law.

17.3. The professional liability of the Clinic’s dental practitioners is insured in accordance with the requirements of Article 189 of the Bulgarian Health Act.

18. Protection of personal data

18.1. The Clinic, in its capacity as data controller within the meaning of Regulation (EU) 2016/679 (GDPR), processes the Patient’s personal data in accordance with the GDPR, the Bulgarian Personal Data Protection Act, the Health Act and the Medical Establishments Act. Data Controller: “Medical And Dental Centre Sofia Implant” Ltd., UIC 206304001, registered office 251G Ring Road, Sofia 1715, Bulgaria.

18.2. The categories of personal data processed include, without limitation: identification data (name, ID/passport number), contact data (email, phone, address), medical and health data (special category personal data under Article 9 GDPR – medical history, X-rays, 3D scans, treatment plans, photographic materials), financial and payment data, technical data when using the Website (IP address, cookies, device type and browser).

18.3. Legal bases for processing: (a) entry into and performance of the dental treatment contract (Art. 6(1)(b) GDPR); (b) compliance with statutory obligations, including the keeping of medical records and accounting (Art. 6(1)(c) GDPR); (c) protection of the vital interests of the Patient (Art. 6(1)(d) GDPR); (d) explicit consent for the processing of health data and for marketing communications (Art. 6(1)(a) and Art. 9(2)(a) GDPR); (e) the Clinic’s legitimate interests (Art. 6(1)(f) GDPR).

18.4. Retention periods: medical documentation is retained for the periods established under the Medical Establishments Act and applicable secondary legislation. Accounting and tax documents – up to 10 years under the Accountancy Act and the Tax-Insurance Procedure Code. Other data from the use of services – generally up to 3 (three) years following termination of the contractual relationship, unless a specific statutory requirement imposes a longer period or the Patient exercises their right to erasure.

18.5. Recipients of the data: external data processors operating under written agreements with the Clinic (IT, hosting, email marketing, analytics and accounting providers, payment operators), as well as public authorities in cases provided for by law. A detailed and up-to-date list is maintained in the Privacy Policy.

18.6. Patient rights as a data subject: right of access, rectification, erasure (“right to be forgotten”), restriction of processing, portability, objection, withdrawal of consent at any time (without retroactive effect) and the right to lodge a complaint with a supervisory authority.

18.7. Detailed information is set out in the Privacy Policy of the Clinic, available at https://sofiaimplantcentre.com/privacy/. The Privacy Policy is an integral part of these Terms; in the event of any conflict regarding the processing of personal data, the Privacy Policy shall prevail.

18.8. Contact for matters relating to personal data: info@sofiaimplantcentre.com or by post to 251G Ring Road, Sofia 1715, Bulgaria.

18.9. Supervisory authority: Commission for Personal Data Protection (CPDP), 2 Prof. Tsvetan Lazarov Blvd, Sofia 1592, Bulgaria, phone: +359 2 915 35 18, email: kzld@cpdp.bg, website: www.cpdp.bg.

19. Cookies and tracking technologies

19.1. The Website uses cookies, web beacons and similar technologies which help us provide a quality user experience, analyse traffic and deliver relevant content.

19.2. Types of cookies we use:

Strictly necessary cookies – enable core Website functionality, including authentication and abuse protection. Cannot be refused.
Analytical / performance cookies – allow us to count visitors and understand how the Website is used so that we can improve it.
Functionality cookies – recognise you on return visits and remember language and other preferences.
Marketing / targeting cookies – record visits and pages viewed in order to make advertising and marketing messages more relevant.
Third-party cookies – set by partner services (e.g. Google Tag Manager, Meta, analytics tools) and governed by those third parties’ own policies.

19.3. On your first visit to the Website you can manage your preferences via the cookie consent banner. Settings can be changed at any time through your browser or via the “Cookie preferences” link in the Website footer.

19.4. Detailed information is set out in the Privacy Policy at https://sofiaimplantcentre.com/privacy/.

20. Complaints and out-of-court dispute resolution

20.1. The Clinic seeks to resolve any dispute through good-faith dialogue with the Patient. Complaints and suggestions may be submitted:

in writing to: 251G Ring Road, Sofia 1715, Bulgaria;
by email to: info@sofiaimplantcentre.com;
by phone: +359 895 750539 (reception);
via the feedback form on the Website.

20.2. The Clinic responds to every complaint received within 30 (thirty) days of receipt.

20.3. If no resolution can be reached, the Patient is entitled to refer the dispute to:

the Consumer Protection Commission (CPC), 1 Vrabcha Street, floors 3, 4 and 5, Sofia 1000, Bulgaria, tel.: 0700 111 22, email: info@kzp.bg, website: www.kzp.bg, in the case of consumer disputes within the meaning of the Bulgarian Consumer Protection Act;
the relevant Conciliation Commission at the CPC – a free, voluntary procedure for the out-of-court settlement of disputes;
the Executive Agency “Medical Supervision” – for complaints concerning the quality of the medical care provided;
the Regional College of the Bulgarian Dental Association – for complaints concerning the professional conduct of dental practitioners;
the Commission for Personal Data Protection (CPDP) – for complaints concerning the processing of personal data.

Note: The European online dispute resolution (ODR) platform was discontinued on 20 July 2025 under Regulation (EU) 2024/3228 and is no longer used for new complaints.

21. Applicable law and jurisdiction

21.1. All matters not regulated in these Terms shall be governed by Bulgarian law.

21.2. Disputes that cannot be resolved out of court shall be referred to the competent Bulgarian courts in accordance with the rules of the Bulgarian Civil Procedure Code. For consumer disputes within the meaning of the Bulgarian Consumer Protection Act, the special rules of jurisdiction protecting the consumer shall apply.

22. Amendments to these Terms

22.1. The Clinic reserves the right to amend and supplement these Terms at any time. The current version is published on the Website and enters into force on the publication date stated at the top of the document.

22.2. For material amendments affecting the rights and obligations of Patients under existing treatment contracts, the Clinic shall notify the Patients in an appropriate manner (email, SMS or at the next appointment) and shall give them the opportunity to accept or refuse the amendments.

22.3. Continued use of the Website or the Services after the amended Terms enter into force shall be deemed acceptance of the new version.

23. Final provisions

23.1. If any provision of these Terms is held by a competent authority to be invalid or unenforceable, this shall not affect the validity of the remaining provisions.

23.2. The headings of the individual sections of these Terms are for information only and shall not be used in their interpretation.

23.3. In the event of any discrepancy between language versions of these Terms, the Bulgarian version, as the original text, shall prevail.

Thank you for choosing Sofia Implant Centre for your treatment!