General terms — Flow Outdoor

1. Supplier and scope

Flow Outdoor is operated by „Байдо“ ЕООД (bajdo ltd.), company number 205284510, at 26 Sokolitsa Street, Smolyan, Bulgaria. The company supplies standalone lessons and controls website/enquiry data. VAT status remains to be confirmed.

Contact: info@flowoutdoor.eu · +359 884 870 587. These terms are intended for sports tuition, children’s courses, camps and year-round outdoor experiences. The individual offer and contract identify the service, organiser and applicable special terms.

For a package holiday, the actual organiser’s identity, registration, insolvency protection and mandatory pre-contract information must be provided before contracting. This draft does not establish that Flow is a registered tour operator.

Trips are organised through Into the Wild BG EOOD, company number 207463615, VAT BG207463615, 54 Stanevska Street, Smolyan. Its published details identify registration РК-01-8365 and Lev Ins insurance policy 13052510000655, valid until 24 October 2026. An updated policy must be supplied for travel after that date; this entry does not establish future coverage.

The package contract identifies the organiser, payment recipient and booking-confirmation process. This page does not represent bajdo ltd. as a tour operator. Flow’s role in presenting and coordinating travel is clarified in the individual offer.

2. Enquiries and bookings

Choose a service or programme and tell us your preferred dates, participant count and relevant requirements. An enquiry alone is not a contract, payment or guaranteed place. The team checks availability and prepares a written offer.

Before you commit, you receive the service description, place and dates, duration, age and ability requirements, total price, inclusions and exclusions, payment and cancellation terms and supplier identity. Confirmation follows the process expressly set out in the offer; the contract and applicable terms are supplied on a durable medium, such as email.

WordPress forms for lessons, programmes, private groups and companies submit and store enquiries. The automated email confirms receipt, not a booking. Forms in the separate demonstration prototype are labelled and do not send data. The “Book with ChatGPT” button has no active automated booking service.

3. Prices, payment and inclusions

Before payment, the offer states the total amount in euros, applicable taxes and mandatory charges, due dates and accepted payment methods. This draft introduces no mandatory deposit or unconfirmed penalty. Advance and balance payments must be agreed for the particular service.

Lift passes are excluded from lesson prices. Equipment is included for telemark and the one-hour under-five lesson; for other lessons it is arranged and charged separately. Transport, accommodation, meals and insurance are included only where expressly identified in the offer.

Do not send card details by email, in a free-text field or in an AI conversation. Pay only using instructions confirmed by the supplier. Additional services require your express agreement.

4. Delivery, changes and responsibility

Participants should describe their ability accurately, arrive as agreed, use suitable equipment and follow safety instructions. The instructor may adapt terrain and exercises to ability and conditions. A substantial change to the contracted service must be addressed expressly; silence does not automatically mean acceptance.

Outdoor activities carry inherent risks, but participation is not a waiver of statutory rights or of liability for fault, non-performance or liability that cannot lawfully be excluded. Progress also depends on individual circumstances; no specific result within a set number of hours is guaranteed.

5. Travel, children and groups

Whether an offer is a travel package depends on the actual combination and sale of services. A standalone sports lesson and a trip with accommodation may have different legal requirements. Where package rules apply, the required standard information form and contract are supplied, including assistance and emergency contact arrangements.

Children are enrolled through a parent or legal representative. Private groups, schools, kindergartens and companies also agree supervision, transport, child handover, accommodation and operational contacts. A contract with an organisation does not remove participants’ applicable rights.

6. Applicable rules and disputes

Cancellations, changes and refunds are covered separately. If a service does not match the agreement, contact Flow so we can seek a solution. You may also use the competent authority, an available conciliation procedure or a court; no mandatory arbitration is imposed.

Bulgarian law is proposed, without removing mandatory consumer protection available under the applicable law of your country or statutory jurisdiction rules. Changes apply prospectively and do not unilaterally alter an already confirmed contract.

Participation & children

1. Preparation and ability

Choose according to your actual ability and fitness. Before confirmation we clarify terrain, duration, pace, equipment, age limits and experience requirements. If uncertain, ask the team for help selecting a suitable format.

Follow the clothing, hydration, sun/cold protection and safety-equipment guidance. Give accurate rental measurements; fit is checked on collection. A helmet, buoyancy aid or other protection may be mandatory for the activity and briefing, irrespective of an optional rental checkbox.

2. Parents, schools and kindergartens

The parent/legal representative receives the programme, conditions, child handover/collection times and location, and the responsible coordinator’s contact. Authorised collectors are agreed; changes must be communicated through the agreed process.

For groups and overnight camps, Flow’s, the institution’s and accompanying adults’ responsibilities, transport, accommodation, supervision and incident arrangements are agreed in writing. Child/instructor ratios and qualifications are specified for the particular activity; this draft does not promise unconfirmed numerical standards.

For international travel with a child, required documents and permissions depend on destinations, route and accompanying adults. Photography consent remains separate and voluntary.

3. Health, accessibility and insurance

If a condition may require adjustments, contact us first without putting sensitive details in the general form. Where needed, we agree a protected way to receive only necessary information. Participants should not conceal an immediate safety risk; the team does not make medical diagnoses.

Where insurance is included, the insurer, activities, territory, rescue costs, exclusions and excess are clarified before booking. Do not assume that general travel insurance covers freeride, ski touring, water sports or other specialist activities.

4. Conduct and incidents

Follow the briefing, resort/route rules and instructor’s directions. Do not participate under alcohol or substances that impair judgement. The instructor may stop an unsafe activity; financial consequences follow the contract and law, not a blanket liability waiver.

Tell the team immediately about difficulties or incidents. In an EU emergency, call 112; local emergency contacts are provided for other countries. Agree any departure from the group or route change where circumstances allow.

Cancellations & refunds

1. Requesting a change or cancellation

Contact info@flowoutdoor.eu · +359 884 870 587 as early as possible. Include your name, service/programme, dates and booking reference if available. For an urgent change, call and follow up in writing for a clear record. Do not include medical documents or card details in a general message.

The receipt of your clear notice is recorded; applicable statutory rights are not lost because the team does not reply immediately. You receive written information about the change, its basis, any fee and any refund.

2. Standalone lessons in Borovets

The proposed lesson process adapts Smart Ski Academy’s approach to Flow: enquiries are confirmed in writing and payment terms are provided in advance. If you cannot attend and notify us at least 48 hours before the lesson starts, a full refund of the prepaid lesson price is proposed. The rule for less than 48 hours’ notice and no-shows remains subject to Flow’s confirmation.

If closure of the necessary ski area, unsafe conditions or an official prohibition make the lesson impossible, the options are rescheduling by agreement or refunding the unprovided tuition. A refund deadline of up to 10 days is proposed for these cases, using the original payment method unless another lawful method is agreed.

This rule concerns standalone tuition, not automatically a group children’s course, camp, travel package or separate rental. For multi-day enquiries, identify the unprovided lessons being cancelled.

3. Programmes, courses and camps

For an ordinary participant-requested cancellation, Flow proposes the following scale on the total price of the cancelled participation, not merely the advance payment:

Count calendar dates from receipt of cancellation to the agreed start, using Bulgarian local time. The start is departure, or check-in for independent travel; for a course without travel/accommodation it is the first course day. Exactly 45 days is free; exactly 15 days is charged at 50%.

For packages, this scale must be expressly agreed with Into the Wild BG EOOD and included in the individual contract. The organiser’s published general terms contain different scales; this Flow draft does not amend them. The customer must receive one consistent set of terms before payment.

The scale does not override statutory fee-free termination/refund rights or permit an unjustified charge. Package fees must account for cost savings and income from alternative use of the services, with justification supplied on request.

4. When a 14-day withdrawal right applies

Statutory withdrawal from a distance contract and contractual cancellation are different. Article 57(12) of the Bulgarian Consumer Protection Act provides an exception for leisure-related services contracted for a specific date or period. Applicability is assessed for the actual service and disclosed before contracting; not every Flow offer automatically falls within it.

Where a statutory 14-day right applies, this policy preserves it. Exercise it by an unambiguous statement; no particular wording is mandatory. For example: “I withdraw from the contract for [service], concluded on [date], booking [reference]. Name: […], address: […], date: […].” Starting services during the withdrawal period requires the applicable separate express requests/acknowledgements; a blanket checkbox is insufficient.

5. Travel packages

Where package-travel rules apply, the traveller may terminate before the start. Any payable termination fee must be appropriate and justified under the applicable law, with justification supplied on request. Third-party hotel or airline charges are not mechanically passed on without assessing the contract and statutory rights.

Unavoidable and extraordinary circumstances at or near the destination that significantly affect package performance or carriage there may entitle you to terminate without a fee and receive a full refund. Mere inconvenience or general concern is not automatically sufficient.

Lawful organiser cancellation for insufficient participants or such circumstances must meet the relevant conditions and notice deadlines. Refunds due upon package termination are made without undue delay and no later than 14 days. Statutory rights concerning substantial changes, non-performance and contract transfer continue to apply.

6. Weather, safety and cancellation by Flow

Lessons normally take place in ordinary winter conditions, including snowfall or light rain. Town and piste conditions may differ. Ordinary rain or snow does not automatically give a right to cancel free of charge if safe tuition can still be delivered. Strong wind, unsuitable snow, closed lifts, unsafe conditions or restrictions may require a change or suspension. The team assesses the actual situation and explains the options: another date, an adapted service or settlement of the unperformed part under the contract and law.

A voucher or new date is not imposed instead of a cash refund where the law entitles you to one. Organiser cancellation does not automatically permit retention of all costs. Package-travel rules apply separately where relevant.

7. Refund arrangements

The amount, basis and deadline are confirmed in writing. Refunds use the original payment method unless another lawful method is expressly agreed without unjustified cost to you. Do not send card numbers, CVCs or banking passwords.

Non-package services follow their applicable statutory deadlines, including where a statutory withdrawal right applies. No universal deadline is promised for every type of cancellation. Dispute options appear under “Contact & complaints”.

Contact & complaints

1. Supplier and tour operator

Flow Outdoor is operated by „Байдо“ ЕООД (bajdo ltd.), company number 205284510, at 26 Sokolitsa Street, Smolyan, Bulgaria. The company supplies standalone lessons and controls website/enquiry data. VAT status remains to be confirmed.

info@flowoutdoor.eu · +359 884 870 587. Website: flowoutdoor.eu. Correspondence address: 26 Sokolitsa Street, Smolyan, Bulgaria.

Trips are organised through Into the Wild BG EOOD, company number 207463615, VAT BG207463615, 54 Stanevska Street, Smolyan. Its published details identify registration РК-01-8365 and Lev Ins insurance policy 13052510000655, valid until 24 October 2026. An updated policy must be supplied for travel after that date; this entry does not establish future coverage.

The package contract identifies the organiser, payment recipient and booking-confirmation process. This page does not represent bajdo ltd. as a tour operator. Flow’s role in presenting and coordinating travel is clarified in the individual offer.

2. Complaint or concern

If a problem occurs during the service, tell the instructor/coordinator so a solution can be sought on site. Send written complaints to info@flowoutdoor.eu · +359 884 870 587 with the subject “Complaint — [programme/service]”.

Identify the booking and dates, explain what happened and the remedy sought, and provide relevant documents without unnecessary personal data. Applicable statutory deadlines govern the response. This process does not shorten legal claim periods or make an on-site signed report a condition of exercising statutory rights.

3. Independent redress

For consumer matters, contact the Bulgarian Consumer Protection Commission and check its conciliation procedures. Participation and the competent body depend on the dispute and applicable rules; no existing Flow scheme membership is claimed.

For personal data: the Bulgarian data protection authority. For tour-operator registration: the Ministry of Tourism. Access to courts is preserved.

The former EU ODR platform closed on 20 July 2025 and is not offered as an active complaint channel. Current cross-border redress information is available from Consumer Redress in the EU.