onebite.bg Български

Terms of Service

Last updated: October 26, 2026

These Terms govern the use of the website onebite.bg and of the apps OneBite and OneBite Business (the "Platform"). By creating an account or placing an order you accept them. You can read them here first; if anything is unclear, email us at support@onebite.bg.

Order from local restaurants. Delivered by them.

Who we are and how the Platform works

The Platform is provided by HAWK MINDS LTD OOD, Company ID (ЕИК) 205119042, VAT ID BG205119042, registered office: ул. „Пушкин“ № 19А, гр. Велинград 4600, обл. Пазарджик, България ("OneBite").

OneBite is an online platform that connects customers with local restaurants and passes their orders on. The contract for the food and its delivery is between you and the restaurant — it is the seller, and its name, company ID and address are shown on its page. OneBite is not a party to that contract. OneBite's service to the customer is free of charge.

Account and ordering as a guest

You can order as a guest or with an account. For an account and orders you must be at least 18 and give correct details (name, phone, address) so the restaurant can reach you. You are responsible for your password and for the actions in your account.

You can delete your account at any time (see the delete-account page). We may restrict or suspend an account for abuse — for example fake orders or breach of these terms — and we will tell you the reason.

Placing an order and forming the contract

By tapping "Place order" you make an offer to the restaurant. The contract is formed when the restaurant accepts the order — you receive a notification. The restaurant may reject an order (for example when closed or out of an item).

Prices are in euro (EUR), VAT included. The delivery fee and the minimum order amount are set by the restaurant and shown before you confirm. If a price or the menu changed while you were ordering, we show the up-to-date total and ask you to confirm again. Preparation and delivery times are estimates set by the restaurant.

Delivery

OneBite does not deliver and does not employ couriers. Each restaurant prepares the order itself and delivers it with its own staff or courier, and is responsible for delivery time and quality. You can also choose pickup from the restaurant when it offers it.

Payment

You pay on delivery (or when you collect from the restaurant): in cash or, at restaurants whose courier carries a POS terminal, by card on the spot. You do not pay online through OneBite and no payment processing fee is charged.

Right of withdrawal and non-conformity

Under Art. 50 of the Bulgarian Consumer Protection Act a consumer may withdraw from a distance contract within 14 days. Under Art. 57 of the same Act this right does not apply to food prepared to your order or that spoils quickly — so you cannot withdraw from food that has been ordered and prepared.

This does not affect your rights if the food does not match what you ordered or is defective: contact the restaurant or us at support@onebite.bg straight away and we will help to sort it out.

Cancelling and rejected orders

You can contact the restaurant or us to cancel if preparation has not started. If the restaurant rejects the order you owe nothing, as payment is on delivery. Repeated fake orders or refusing to accept a delivered order may lead to your account being restricted.

Food information, allergens and age

The restaurant is responsible for the accuracy of the menu, prices, availability and information on ingredients and allergens. If you have an allergy or intolerance, contact the restaurant before you order. Some restaurants offer alcohol (beer, wine). Alcohol is sold and delivered only to adults: the courier may ask for ID and may refuse to hand over alcohol if they are not sure of your age.

Reviews and user content

The only user content on the Platform is restaurant reviews; there are no private messages between customers. Only a customer with a completed order made through the Platform can leave a review — one rating per order. We do not pay for or offer rewards for reviews and we do not change their content; we remove only reviews that break these rules. We show the average of the visible reviews.

Do not post: abusive, threatening, discriminatory, sexual or illegal content; other people's personal data; advertising and spam; false information, or a review for an order you did not receive. Zero tolerance for objectionable and abusive content.

You can report a review with the "Report" button next to it in the app or at support@onebite.bg. We review reports by a human, usually within 24 hours; if there is a breach we remove the content and may warn the author or restrict their account. You will receive a message with the reasons for the decision. If you disagree, you can challenge it within 6 months by emailing support@onebite.bg — the complaint is handled by a human.

Acceptable use

Do not use the Platform for fake orders, for automated data collection, to bypass its protections, to interfere with its operation or for any unlawful purpose. If you breach this we may restrict your access and, where needed, notify the competent authorities.

Rights in the Platform and licence for the apps

The apps, the OneBite brand, the design and our content are ours or used with permission. You get a personal, non-exclusive, non-transferable right to use the apps for your own needs under these terms. The apps are downloaded from the App Store (Apple) and Google Play, whose terms of use also apply; Apple and Google are not parties to these Terms and are not responsible for maintaining the apps.

Liability

OneBite is responsible for the service it provides — the Platform. We are not responsible for the quality, safety and timing of the food and delivery, which are the restaurant's responsibility. The Platform is provided "as is"; interruptions are possible for maintenance or for reasons beyond our control. Nothing in these terms limits our liability for intent or gross negligence or affects your rights as a consumer that the law does not allow to be limited.

Complaints and dispute resolution

If there is a problem with an order or the Platform, email us at support@onebite.bg with the order number (it starts with "OB-") or use the Contact & complaints page. We will check the order timeline, contact the restaurant and reply to you.

As a consumer you can turn to the Bulgarian Consumer Protection Commission (4A Slaveykov Sq., Sofia 1000, www.kzp.bg, free phone 0700 111 22) and the relevant conciliation commission at it, as well as to the competent court. The European online dispute resolution platform was closed on 20 July 2025 and is no longer used. For content-moderation decisions you can also turn to a certified out-of-court body under Art. 21 of Regulation (EU) 2022/2065 (Digital Services Act).

Single point of contact for users and authorities regarding digital services: support@onebite.bg.

For restaurants, staff and couriers

Partner restaurants and their staff and couriers use the Platform under a separate partnership agreement, which these terms do not replace. The criteria for ranking restaurants are public at Ranking. The restaurant is responsible for its menu, prices, allergens, availability, VAT and sales documents, for delivery and its couriers, and for the customer data it gets access to — only for the order concerned.

A restaurant's access may be restricted or ended with a reasoned notice at least 15 days in advance, except for a serious breach or where the law requires a shorter period. Restaurant complaints: support@onebite.bg.

Changes to the terms

We may change these terms by publishing the new version at least 15 days before it takes effect and telling you in the app or on the website. If you disagree, stop using the Platform or delete your account. For an order already placed, the terms at the time of ordering apply.

Governing law and language

Bulgarian law applies; the courts competent by law decide disputes. As a consumer you keep the rights that the mandatory provisions of the law of your country of habitual residence give you. The Bulgarian text prevails; the English translation is for convenience.

Platform operator details

HAWK MINDS LTD OOD, Company ID (ЕИК) 205119042, VAT ID BG205119042, registered office: ул. „Пушкин“ № 19А, гр. Велинград 4600, обл. Пазарджик, България.