1. General Website Terms of Use

These terms and conditions govern the use of the website of GREY ELECTRIC LTD, UIC 207645728 ("Company", "we", "us"), available at https://www.rotorem.bg/, and the process for sending requests through the website, by phone, and by email.

Through the website, visitors can obtain information about offered services, contact the company, and request a visit for diagnostics/repair. The website is not an online payment platform and no final remote repair contract is concluded through it. The actual repair, repair price, and specific terms are clarified after communication and/or after an on-site visit and diagnostics.

Service Provider Details

Merchant	GREY ELECTRIC LTD
UIC	207645728
Website	https://www.rotorem.bg/
Phone	089 834 0982
Email	n.ivanov.ivanov@abv.bg
Website Purpose	Service information, request intake, visit scheduling, and customer communication

2. Subject and Scope

The website provides information about household appliance repair services, on-site servicing, and related electrical services in the covered areas.
A request submitted through the website, by phone, or by email is a request for contact, a preliminary request, or an appointment request. It does not bind the company to perform repair until visit availability is confirmed and specific conditions are clarified.
The company reserves the right to change website content, working hours, service areas, terms, and diagnostic prices. Current information is published on the website and/or confirmed during customer contact.

3. Request Submission and Customer Communication

The customer provides accurate contact details and sufficient information about the issue, visit address, and appliance, where possible.
After receiving the request, the company may contact the customer by phone or email to clarify address, preferred day/time window, appliance type, fault symptoms, and other necessary details.
If needed, the customer may be asked to send photos, appliance model details, or additional information to assess visit feasibility and parts availability.
If a request cannot be fulfilled, the company informs the customer within a reasonable period.

4. Diagnostics, Pricing, and Payment

The final repair price is not generated automatically through the website. It is determined after on-site inspection and diagnostics, depending on the fault type, required parts, and labor involved.

Diagnostics and visit in Varna: BGN 40 (approx. EUR 20.46).
Diagnostics and visit in Sofia: BGN 50 (approx. EUR 25.57).
If after diagnostics the customer decides not to proceed with repair, only the diagnostics and visit fee is due.
Payment is made on site or via bank transfer, according to the agreed case specifics.
When an accounting document is issued, the customer should provide the required invoice or document details.

5. User Rights and Obligations

Use the website in good faith and only for lawful purposes.
Do not send false, misleading, offensive, or illegal messages.
Provide access to the address and appliance on the agreed date and time, or notify us in due time if unable.
Do not publish or enter unnecessary sensitive personal data in website free-text fields (e.g., health data, children's data, personal ID numbers) when not required for the service.

6. Intellectual Property and Limitation of Liability

All texts, images, logo, graphics, structure, and website content are protected under applicable law and may not be used without permission, except for permitted personal and non-commercial use.
The company makes reasonable efforts to keep website information current and accurate, but does not guarantee it is exhaustive or applicable to every specific case without additional diagnostics.
The company is not liable for damages from improper website use, temporary unavailability, external technical causes, or third-party website content linked from this site.

7. Entry into Force and Changes

These terms enter into force as of the publication date on the website. The company may update them when business operations, legislation, or website functionality changes. The current version is always published on the website.

8. Personal Data Protection Policy (Privacy Policy)

GREY ELECTRIC LTD processes personal data fairly, transparently, and only for specific, explicit, and lawful purposes. This policy explains what data we process, why we process it, on what legal basis, how long we keep it, and what rights you have as a data subject.

8.1. Data Controller

Controller	GREY ELECTRIC LTD
UIC	207645728
Website	https://www.rotorem.bg/
Phone	089 834 0982
GDPR Contact Email	n.ivanov.ivanov@abv.bg
Data Protection Officer	As of the date of this document, no separate DPO has been appointed; requests are accepted via the contacts above.

8.2. What Personal Data We Process

Identification and contact data - name, phone, email.
Address and visit data - visit address, city, preferred day/time, additional access instructions.
Request data - appliance type, brand/model, fault description, photos sent, and other service-related information.
Payment and accounting data - details for issued documents, invoice, bank/on-site payment data.
Correspondence - email content, phone notes, communication history, and service notes.
Technical website data - logs, IP address, browser/device information, and cookies/analytics data where applicable and allowed.
Marketing data - only if separate consent is provided for offers, news, or promotional messages.

8.3. Purposes and Legal Bases

Purpose	Legal Basis	Examples
Communication about request and appointment scheduling	Art. 6(1)(b) GDPR	Request intake, address/day/time clarification, feedback
Diagnostics and repair service administration	Art. 6(1)(b) GDPR	Inspection, diagnostics, quote, repairs, warranty actions
Accounting documents, payments, reporting	Art. 6(1)(c) GDPR	Invoices, payments, accounting and tax reporting
Dispute handling and rights protection	Art. 6(1)(f) GDPR	Correspondence archive, proof of agreed actions
Website and information security	Art. 6(1)(f) GDPR	Logs, abuse control, backups, incident mitigation
Analytics cookies and statistics	Art. 6(1)(a) GDPR	Google Analytics 4 via Google Tag Manager, only with consent
Marketing messages	Art. 6(1)(a) GDPR	Email/phone promotional campaigns and updates

8.4. Data Source

As a rule, we receive data directly from you - through website forms, phone, email, chat, photos, documents, or during on-site visits. In limited cases, data may be provided by a person requesting service on behalf of a customer where they have grounds to do so.

8.5. Data Recipients

Authorized employees and technicians who need access based on job role.
Accounting providers, hosting providers, IT support, web support, email and communication service providers where needed to deliver services and website maintenance.
Banks and payment intermediaries where payment is made by bank transfer.
Public authorities where required by law or for protection of legal rights and interests.
Google Ireland Limited and related Google group providers - only when analytics tags are active and with valid consent, based on technical configuration.

8.6. Transfers Outside the EEA

As a rule, data is processed within the EU/EEA. When using certain cloud or analytics services, limited transfers outside the EEA may occur. In such cases, appropriate safeguards under GDPR Chapter V apply - e.g., Standard Contractual Clauses, additional contractual/technical safeguards, or another lawful transfer mechanism.

8.7. Retention Periods

Requests not resulting in service - up to 12 months after last contact, unless longer retention is required by law or dispute handling.
Data related to completed service, offers, visits, warranties, and complaints - up to 5 years after case closure, unless longer legal terms apply.
Accounting and payment documents - as required by applicable accounting and tax law.
Marketing data - until consent withdrawal or purpose expiry.
Cookie preferences and consent logs - according to cookie banner/CMP settings and no longer than necessary.

8.8. Your Rights

Right of access to personal data and processing information.
Right to rectify inaccurate or incomplete data.
Right to erasure ("right to be forgotten") where legal grounds apply.
Right to restriction of processing.
Right to object to processing based on legitimate interest.
Right to data portability where processing is automated and based on contract or consent.
Right to withdraw consent at any time without affecting prior lawful processing.
Right to lodge a complaint with the Bulgarian Commission for Personal Data Protection (CPDP).

8.9. How to Exercise Your Rights

You can exercise your rights by sending a written request to n.ivanov.ivanov@abv.bg. Where necessary, we may request reasonable identity verification to protect your data from unauthorized access. Requests are handled without undue delay and within GDPR deadlines.

8.10. Complaints to CPDP

If you believe your rights have been violated, you may file a complaint with the Commission for Personal Data Protection (CPDP), 2 Prof. Tsvetan Lazarov Blvd, Sofia 1592, email: kzld@cpdp.bg, website: www.cpdp.bg.

8.11. Automated Decision-Making

As of the date of this document, the company does not use automated decision-making or profiling producing legal effects on data subjects.

8.12. Policy Updates

This policy may be updated due to changes in legislation, website operation, providers, or actual processing practices. The current version is published on the website.

Terms and Conditions & Personal Data Protection Policy