Last updated: July 2026.
This policy sets out the conditions under which you may withdraw from an online purchase of a prepaid treatment, package or gift voucher from drnarinadem.com, in accordance with the Consumer Protection Act (CPA).
1. Right of withdrawal within 14 days
You have the right to withdraw from the purchase within 14 days of the date of payment, without giving any reason. It is sufficient to notify us unambiguously within this period at info@drnarinadem.com or on +359 888 713 136, stating your name, the date of purchase and the product.
2. Refund of the amount
In the event of withdrawal, we refund the amount paid within 14 days of the notification, by bank transfer — to the bank account from which the payment was made (or another account indicated by you), with no additional charges for you.
3. Exceptions
- If, within the 14-day period, the service has been fully performed at your explicit request, the right of withdrawal is extinguished (Art. 57, item 1 CPA).
- If part of the treatments from a package has been used, we refund the difference, with the used treatments valued at their single (non-package) price.
4. After the 14-day period expires
- Prepaid single treatments may be used within 3 months of the date of purchase, and packages of 3 or more treatments — within 6 months, unless a different period is stated for the product. Gift vouchers may be used within 3 months of the date of purchase.
- If the treatment is not used within its validity period, the amount paid is not refundable.
- A booked appointment may be rescheduled free of charge with at least 24 hours’ notice.
5. Medical contraindications
If the mandatory examination before the treatment reveals a contraindication that makes it unsuitable for you, we refund the full amount paid regardless of the time elapsed, or, at your choice, replace it with another suitable treatment.
6. Complaints
In the event of a non-conformity in the service provided, you have the right to make a complaint under the CPA. If the dispute is not resolved between us, you may refer the matter to the Commission for Consumer Protection (kzp.bg) or the EU online dispute resolution platform: ec.europa.eu/consumers/odr.
7. Merchant
"Dr Narin Adem Dermatology – Individual Practice for Specialised Medical Care" EOOD, UIC 208258727, with registered seat and management address: Sofia (1220), Nadezhda district, Nadezhda II housing estate, bl. 263, entrance D, floor 5, ap. 116; clinic: 1E General Kiril Botev Str., entrance V, Sofia · info@drnarinadem.com · +359 888 713 136.