Delivery and payment
Delivery and payment
1. Purpose and scope
1.1.
This Delivery and Payment Policy shall lay down the conditions, methods and time limits for:
1) payment of orders made through Lean Champions Store and Lean Champions Platform;
2) processing and dispatch of physical goods;
3) delivery of printed books, kits and other material products;
4) provision of digital content;
5) activation of paid access to Lean Champions Platform;
6) activation of subscriptions and software functionalities;
7) confirmation of registrations for distance, online and in-person training;
8) execution of mixed orders containing physical and digital products or services.
1.2.
This policy shall apply together with:
1) the Terms and Conditions;
(2) The policy on the right of withdrawal;
3) Return policy;
4) the Complaints Policy;
5) The Privacy Policy;
6) the information published on the specific product or service page;
7) the information shown in the basket;
8) the confirmation of the specific order.
1.3.
Where a particular product, service, training course or pre-order specifies a delivery, activation or performance deadline, that deadline applies if it is shown to the Customer before the order is submitted and included in the order confirmation.
1.4.
The information in this policy does not restrict the mandatory rights of the Consumer under applicable law.
2. Merchant details
2.1.
Merchant and supplier of the products and services offered is:
LEAN BULGARIA OOD
Unified Identification Code (UIC): 203317933
VAT identification number: BG203317933
Registered office and management address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Manager: Todor Neychev
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Website: https://leanchampionscommunity.com
hereinafter referred to as the “Merchant”.
3. Prices and final order amount
3.1.
The price of each product or service is displayed on its page and in the basket before sending the order.
3.2.
Consumer prices include the applicable value added tax and other mandatory taxes and charges, except where the law provides otherwise.
3.3.
The costs of delivery of physical goods are not included in the price of the product, except where the specific offer explicitly indicates free shipping.
3.4.
Delivery costs are calculated according to:
1) the chosen delivery method;
(2) the address or office of the courier;
3) the weight and dimensions of the consignment;
4) the number and type of products ordered;
5) the applicable courier tariff;
6) Selected additional courier services where available.
3.5.
The final amount due is shown before the ‘Order with an obligation to pay’ button is pressed.
3.6.
The final amount shall include:
1) the price of the selected products and services;
(2) the applicable taxes;
3) the price of delivery;
4) the cash-on-delivery or postal money transfer fee, where applicable and displayed;
5) Other additional costs which the Customer has explicitly chosen.
3.7.
The Merchant shall not charge hidden fees or additional amounts which have not been shown to the Customer before sending the order.
3.8.
Where an additional cost cannot reasonably be calculated in advance, the method of calculating it is specified before the order is placed.
3.9.
Change of the declared price is without prejudice to an already accepted order.
3.10.
In case of an obvious technical, printed or system error in a price established prior to acceptance of the order, the Merchant shall notify the Customer and give him the opportunity:
1) confirm a new order at the right price;
2) to withdraw from the order without costs.
3.11.
If payment has already been received for an order that has not been accepted because of an obviously incorrect price, the amount is refunded without undue delay.
4. Available payment methods
4.1.
Payment methods that can be used for a specific order are shown in the basket before sending it.
4.2.
Depending on the type of order, the following may be available:
1) payment by bank card via myPOS;
2) payment on receipt of physical goods;
3) payment by bank transfer where this method is activated;
4) another lawful method of payment explicitly shown in the basket.
4.3.
Not every payment method is available for each type of product or service.
4.4.
Cash on delivery is not available for orders containing only digital content, paid access to the Platform, a subscription, training or another service that does not involve physical delivery.
4.5.
In case of mixed order, the available payment method shall be determined according to the composition of the basket and the technical possibility of secure activation of the digital elements.
4.6.
The customer chooses the desired payment method before sending the order.
4.7.
Changing the payment method after sending the order is possible only before the start of its execution and after confirmation by the Merchant.
5. Payment by bank card through myPOS
5.1.
When payment by bank card is available, it is processed through the protected payment environment of myPOS.
5.2.
After selecting a card payment, the Customer may be redirected to a secure page of the payment operator on which the required payment data is entered.
5.3.
The Merchant does not receive or store:
1) the full number of the bank card;
2) the security code of the card;
3) the personal identification number of the cardholder;
4) other complete payment card authentication data.
5.4.
The processing of payment data shall be carried out by myPOS and by participating banks and card organisations in accordance with their security rules and requirements.
5.5.
Payment shall be deemed successful when the Merchant receives a valid confirmation from the paying operator of a successfully executed transaction.
5.6.
Showing a successful payment message does not cancel the need for the Customer to receive a separate confirmation of acceptance of the order.
5.7.
Upon successful payment the Customer receives electronic confirmation of the status of the payment and the order.
5.8.
Where a card payment is refused or failed, the order shall not be considered paid.
5.9.
A reason for failure to pay may be:
1) insufficient funds;
2) expired or blocked card;
3) incorrect input;
4) refusal by the issuing bank;
5) failure to confirm identity;
6) interruption of connection;
7) expiry of time for the payment session;
8) technical problem for the payment operator;
9) another limitation imposed by the bank, card scheme or payment provider.
5.10.
When payment is not successful, the Customer can make a new attempt or choose another available payment method.
5.11.
If the process is interrupted, the Customer should not make repeated payments before checking the order status or contacting the Merchant.
5.12.
If duplicate or multiple payments for the same order are identified, the excess amount is refunded without undue delay after the transactions have been checked.
5.13.
Where the payment is successful but the order cannot be accepted or executed, the Merchant shall notify the Customer and shall refund the amount received under the original payment instrument.
5.14.
A card payment does not result in automatic recurring charges unless the Customer has expressly selected an automatically renewing subscription in advance.
5.15.
If a subscription with recurring card payments is offered in future, the following are clearly stated before the order is placed:
1) the amount of the periodic payment;
2) the billing period;
3) the date or method of determining the next payment;
4) the minimum duration of the contract;
5) the conditions for automatic renewal;
6) the way to end future payments.
5.16.
The lack of response from the Customer, the continuation of the use of the Platform or the existence of a previous card payment themselves do not constitute consent for a new automatic payment.
6. Cash on delivery
6.1.
Cash on delivery may be selected only where:
1) the order contains a physical commodity;
2) delivery is made to an address or office served by the courier;
3) This method of payment is shown as available in the basket.
6.2.
For cash on delivery, the Customer shall pay the amount due upon receipt of the consignment under the terms of the chosen courier.
6.3.
The amount due upon receipt shall be shown in the basket and in the confirmation of the order.
6.4.
Where the courier charges a fee for cash on delivery, a postal money transfer or another related service, that fee is displayed before the order is submitted, where it can be determined in advance.
6.5.
The customer receives a document for the amount collected under the rules of the courier or postal service operator.
6.6.
Where the Customer has requested an invoice and provided the necessary details, the Merchant issues the invoice for the purchased products and services.
6.7.
Cash on delivery is not available for:
1) a separate e-book;
2) file to download;
3) recorded digital training;
4) paid subscription;
5) paid access to Lean Champions Platform;
6) online training without physical delivery;
7) consultation or other service without physical product.
6.8.
When a free digital bonus is included in a physical book, the Merchant may activate the bonus after receiving confirmation from the courier that the consignment has been received and paid.
6.9.
If the consignment is refused, the digital bonus is not activated or, if it has already been activated for technical reasons, it may be deactivated.
7. Bank transfer payment
7.1.
Payment by bank transfer is only available when shown as an active payment method in the basket.
7.2.
When the bank transfer is not shown in the basket, an order cannot be paid in this way.
7.3.
When selecting bank transfer, the Customer receives the following in the basket or electronic confirmation:
1) name of the recipient;
2) IBAN of the bank account;
3) BIC where necessary;
4) the name of the servicing bank;
5) currency of payment;
6) the exact amount due;
7) order number;
8) a deadline for receipt of payment;
9) instructions for the payment reference.
7.4.
The Customer must include the order number in the payment reference.
7.5.
Unless the particular confirmation specifies another deadline, the full amount must reach the Merchant’s bank account within 3 working days of creation of the order.
7.6.
Payment shall be deemed to have been made on the date on which the full amount due is credited to the Merchant's bank account.
7.7.
Sending a payment instruction or a screenshot of an initiated bank transfer does not automatically count as receipt of payment.
7.8.
Until the full amount has been received and identified, the order remains ‘Awaiting payment’.
7.9.
Order with the status “Awaiting payment”:
1) is not handed to a courier;
2) is not activated as paid digital access;
3) does not result in the provision of paid digital content;
4) does not confirm a final place on paid training unless the particular offer states otherwise.
7.10.
The delivery, activation or execution period shall start from the working day on which the full amount has been received and correctly identified.
7.11.
The Merchant shall not charge its own additional fee for bank transfers.
7.12.
Fees charged by the Customer’s bank or intermediary banks are borne by the payer.
7.13.
The full order amount must reach the Merchant’s account.
7.14.
If the amount received is less than the amount due, the Customer is notified and the order remains pending until the balance is received.
7.15.
If more than the amount due reaches the account, the excess is refunded after the payment has been checked and identified.
7.16.
If payment is not received within the specified time limit, the order may be cancelled automatically without a penalty.
7.17.
After cancellation Customer can make a new order, with availability, price and conditions determined at the time of the new order.
7.18.
If payment arrives after automatic cancellation and the order cannot be reinstated, the amount received is returned without undue delay.
7.19.
If a late payment can be matched to the order and the product or service is still available, the Merchant may offer to reinstate the order after confirmation by the Customer.
7.20.
An amount paid by bank transfer is refunded to the bank account from which it was received, unless the Customer expressly agrees to another method that entails no cost to them.
8. Issuing an invoice
8.1.
The customer may request an invoice for the products and services purchased.
8.2.
To ensure timely invoicing, the necessary details should be entered before completing the order.
8.3.
An invoice for an individual may require:
1) name and surname;
2) address;
3) other information required by the applicable accounting legislation.
8.4.
An invoice for a legal person or sole trader may require:
1) name;
2) EIC or other registration number;
3) VAT identification number, where applicable;
4) address of management;
5) the name of the recipient or representing person;
6) email address for receipt of the invoice.
8.5.
The customer is responsible for the accuracy of the invoicing data provided.
8.6.
The invoice may be issued in electronic format and sent to the electronic address provided.
8.7.
An invoice requested after the order has been completed is handled in accordance with applicable accounting and tax rules.
8.8.
For cash on delivery, the invoice shall be issued by the Merchant for the products and services sold, even though the payment is collected by courier.
9. Physical delivery territory
9.1.
At the date of entry into force of this version, physical goods shall be delivered on the territory of the Republic of Bulgaria.
9.2.
The delivery may be carried out:
1) to the address specified by the Customer;
2) the selected Econt office;
3) another supported delivery point where that option is shown in the basket.
9.3.
The customer can choose only settlements, addresses and offices that are supported by the delivery system.
9.4.
Where a country, location or mode of delivery is not available in the basket, delivery to it shall not be offered.
9.5.
In future expansion of supplies outside the Republic of Bulgaria, the applicable countries, deadlines, costs, taxes, customs duties and restrictions will be shown before sending the order.
10. Courier and delivery method
10.1.
Physical supplies shall be carried out via Econt or by another courier or postal service operator, which is explicitly shown in the basket.
10.2.
The customer chooses the available delivery method before sending the order.
10.3.
When choosing a delivery to an office, the Customer must indicate the exact office.
10.4.
When choosing a delivery to an address, the Customer must specify:
1) name of the recipient;
2) telephone contact;
3) locality;
4) postcode where necessary;
5) street or neighborhood;
6) number;
7) entrance, floor and apartment where applicable;
8) Additional instructions required for delivery.
10.5.
The Customer is responsible for ensuring that delivery details are accurate, complete and up to date.
10.6.
The Merchant shall not be responsible for any delay caused solely by:
1) incorrect address;
2) incorrect phone;
3) incomplete data;
4) absence of the recipient;
5) the recipient’s refusal to assist the courier;
6) change the address after transmission of the consignment;
7) another act or omission of the Customer.
10.7.
When the Customer detects an error in the data prior to dispatch, he must contact the Merchant without undue delay.
10.8.
After transmitting the consignment to a courier, a change of address or office may depend on the rules of the courier and result in additional costs.
10.9.
Additional cost of change requested by the Customer after dispatch may be on his account when actually charged by the courier.
11. Time limit for processing and delivery of physical goods
11.1.
For physical goods available, the order shall be processed and transmitted to a courier within 2 working days.
11.2.
The period referred to in the preceding paragraph shall start to run:
1) For cash on delivery, from the acceptance of the order;
2) for payment by card, from successful confirmation of payment and acceptance of the order;
3) in case of bank transfer, from receipt and identification of the full amount due.
11.3.
For processing purposes, an order received on a non-working day starts being processed on the next working day.
11.4.
The supply of available physical goods in the territory of the Republic of Bulgaria shall be carried out no later than 7 working days from the applicable starting point in point 11.2.
11.5.
The period referred to in point 11.4 shall include the time for:
1) processing of the order;
2) assembly;
3) packing;
4) handover to the courier;
5) Transport to the selected address or office.
11.6.
This period does not apply if a different specific deadline was announced before the order was placed.
11.7.
A different period may apply to:
1) a pre-order;
2) a temporarily unavailable product;
3) a product to be printed or produced;
4) customised product;
5) a large corporate order;
6) delivery outside a standard serviced area;
7) a promotional campaign with a special time limit announced in advance.
11.8.
For pre-orders, the specific expected date or delivery period is displayed on the product page and confirmed by email.
11.9.
Where another specific period is not agreed, the physical commodity shall be delivered no later than 30 calendar days from the conclusion of the contract.
11.10.
The delivery deadline is met when the goods are handed to the Consumer or a third party designated by the Consumer other than the carrier.
12. Delay and inability to deliver
12.1.
When the Merchant knows that the order will not be delivered within the agreed time limit, the Customer shall be informed without undue delay.
12.2.
The notification may contain:
1) the reason for the delay when known;
2) the updated expected deadline;
3) possible solutions;
4) contact details.
12.3.
Upon delay, the Customer may accept a proposed new deadline.
12.4.
When the physical commodity is not delivered within the agreed period, the Consumer may specify an appropriate additional delivery time.
12.5.
If delivery is not made within the appropriate additional period either, the Consumer may terminate the contract in accordance with applicable law.
12.6.
The Consumer may terminate the contract immediately when:
1) The Merchant has expressly refused to deliver the goods;
2) delivery within the agreed period was essential in view of the circumstances;
3) the Consumer informed the Merchant in advance that delivery by the specified date was an essential condition.
12.7.
Following valid termination for non-delivery, payments received are refunded without undue delay.
12.8.
Where only part of a mixed order cannot be executed, the Customer shall be notified and may choose between:
1) fulfilment of the available part and a refund for the part not supplied;
2) replacement with another product upon express consent;
3) termination of the affected part;
4) termination of the entire contract where partial performance no longer serves its purpose for the Customer and the law permits this.
12.9.
The Merchant does not unilaterally replace an ordered product with another without the Customer’s consent.
13. Tracking of the consignment
13.1.
After handing over the physical consignment to the courier, the Customer receives:
1) the waybill number;
2) link or tracking indication when available;
3) name of courier;
4) information on the selected address or office;
5) other available delivery information.
13.2.
The information can be sent by the Merchant, the courier or both.
13.3.
The customer should check whether the data on the recipient and the selected office are correct.
13.4.
The statuses displayed by the courier are generated by his system.
13.5.
In the event of a discrepancy between the status and the actual situation, the Customer may contact the courier or the Merchant for assistance.
14. Receiving and reviewing the consignment
14.1.
Upon receipt, the Customer shall check:
1) whether the consignment is intended for it;
2) whether the outer packaging is clearly damaged;
3) whether the number of packages corresponds to the information from the courier;
4) whether there are visible traces of wetting, tearing, opening or impact.
14.2.
In case of apparent transport damage, it is recommended that the Customer request from the courier:
1) a record of the damage;
2) a damage report;
3) photographs of the consignment;
4) provision of a copy of the document.
14.3.
The lack of a protocol does not take away the mandatory legal rights of the Consumer, but may make it difficult to establish the moment and cause of the damage.
14.4.
Where a missing, incorrect or damaged product is detected on opening, the Customer shall notify the Merchant as soon as possible and provide:
1) order number;
2) description of the problem;
3) pictures of the packaging;
4) pictures of the product;
5) Protocol from the courier when available.
14.5.
The notification referred to in the preceding paragraph shall constitute assistance in the rapid clarification of the case and shall not replace or restrict the legal right of claim.
14.6.
The risk of accidental destruction of or damage to the physical goods passes to the Consumer when the Consumer or a third party designated by them, other than the carrier, receives the goods.
14.7.
Where the Consumer has chosen a carrier which has not been proposed by the Merchant, the risk shall pass under the applicable legal rules.
15. Undelivered and unclaimed shipments
15.1.
The customer is obliged to receive the package within the time limit set by the courier.
15.2.
Where the consignment is not received due to:
1) incorrect data;
2) failure to answer the phone number provided;
3) absence of the recipient;
4) failure to collect it from the courier office;
5) refusal to receive it;
6) another reason for which the Customer is responsible,
The consignment may be returned to the Merchant.
15.3.
The return of an undelivered shipment does not automatically constitute a duly exercised right of withdrawal.
15.4.
The Consumer may exercise the right of withdrawal by an unambiguous statement following the procedure described on the “Right of withdrawal” page.
15.5.
After a consignment is returned, the Merchant may contact the Customer to clarify whether they want:
1) another dispatch;
2) cancellation of the order;
3) exercising the right of withdrawal, where applicable.
15.6.
A further dispatch is arranged after confirmation by the Customer.
15.7.
Actual costs of another dispatch may be borne by the Customer where the need for redelivery results from incorrect details they provided, failure to receive the consignment or another circumstance for which they are responsible.
15.8.
No automatic penalty fee is charged for an uncollected consignment.
15.9.
If a prepaid order is cancelled after an uncollected consignment is returned, the refund is handled under applicable law and the withdrawal conditions. Only actual costs that are lawfully due may be taken into account.
16. Provision of digital content
16.1.
Digital content may include:
1) electronic books;
2) recorded video lessons;
3) audio materials;
4) files;
5) presentations;
6) templates;
7) electronic manuals;
8) recorded trainings;
9) other digital materials.
16.2.
Digital content shall be provided in the manner indicated on the product page.
16.3.
It may be made available by:
1) activation in a user profile;
2) link to download;
3) secure link for review;
4) email;
5) learning environment;
6) another explicitly described technical option.
16.4.
In case of successful card payment and in the absence of a specified future starting date, the digital content shall be provided:
1) immediately when the system allows automatic provision;
2) no later than 1 working day when an administrative inspection or manual activation is required.
16.5.
For a bank transfer, the supply period starts after the full amount has been received and identified.
16.6.
In the case of unpaid or unsuccessfully paid order, the digital content shall not be provided.
16.7.
Where the digital content must be provided before the expiry of the legal withdrawal period, activation shall be carried out only after obtaining the necessary explicit consent and confirmation from the Consumer.
16.8.
If the Consumer does not give the necessary consent to immediate supply, the Merchant may begin supply after the 14-day withdrawal period has expired.
16.9.
After supply, the Customer receives electronic confirmation that may contain:
1) name of the content;
2) method of access;
3) link;
4) period of access;
5) technical requirements;
6) information on the consent given;
7) technical support data.
16.10.
If the link or file does not work, the Customer should notify the Merchant so the issue can be checked and access restored.
17. Activation of digital service and access to the platform
17.1.
The paid access to Lean Champions Platform, its modules and functionalities is activated for the period and the number of users specified in the specific offer.
17.2.
In case of successful card payment and in the absence of a future starting date, access shall be activated:
1) immediately upon automatic activation;
2) no later than 1 working day when an administrative inspection or manual adjustment is required.
17.3.
In case of bank transfer, access shall be activated no later than 1 working day after receipt and identification of the full amount.
17.4.
Where the Customer does not have an existing profile, the system may:
1) to create a profile;
(2) send an invitation for registration;
3) send a link to set a password;
4) request confirmation of the email address.
17.5.
The period of access paid shall start from the date of activation unless the offer and confirmation specify another starting date.
17.6.
The customer receives confirmation containing:
1) the activated plan;
(2) the starting date;
3) the final date;
4) the number of authorised users;
5) the modules included;
6) sign-in information;
7) technical support details;
8) the presence or absence of automatic renewal.
17.7.
The digital service paid shall not start before the expiry of the legal withdrawal period, except where the Consumer has made the necessary explicit request for early start.
17.8.
In case of a technical problem preventing activation, the Merchant shall notify the Customer and take action to provide access without undue delay.
17.9.
Where access cannot be granted, the Customer shall have the rights provided for in the Terms and Conditions, Complaints Policy and the applicable legislation.
18. Training, webinars and other services
18.1.
When ordering training, webinar, consultation or other service, the specific page shall indicate:
1) the manner of conduct;
(2) the date;
3) the time;
4) the time zone;
5) duration;
6) the location or online platform;
7) the technical requirements;
8) the included materials;
9) the conditions for participation.
18.2.
After successful payment, registration for paid training is confirmed no later than 1 working day, unless a different time limit is specified in the particular offer.
18.3.
In case of bank transfer, the place shall be confirmed after receipt and identification of the full amount, unless a temporary reservation has been made in writing.
18.4.
Participation information shall be sent by email or provided in the user profile.
18.5.
For live training, joining instructions are supplied early enough to allow the participant to join on time.
18.6.
Where training is recorded and provided as digital content, the time limits for providing digital content shall apply.
18.7.
Where training involves continuous access to an interactive platform, the time limits for the activation of a digital service shall also apply.
18.8.
Where the service is to start before the 14-day withdrawal period expires, the execution shall begin after receiving the necessary explicit request from the Consumer.
18.9.
If the Merchant cancels or substantially changes training, the Customer is informed and offered the options set out in the Terms and Conditions.
19. Mixed orders
19.1.
A mixed order may contain both:
1) a physical book;
2) digital content;
3) paid access to the Platform;
4) subscription;
5) training;
6) another service.
19.2.
A single transaction does not change how the individual items are fulfilled.
19.3.
The physical part is delivered by courier.
19.4.
Digital content shall be provided by electronic means.
19.5.
Platform access is activated in the user profile.
19.6.
Participation in training is confirmed separately.
19.7.
The customer may receive separate electronic messages for:
1) the payment;
2) sending of the physical consignment;
3) activation of digital access;
4) registration for training;
5) the issue of an invoice.
19.8.
Where a free digital bonus is included in a physical product, the time limit for its activation shall be specified in the specific offer.
19.9.
For cash on delivery, the digital bonus may be activated after confirmation that the physical consignment has been received and paid.
19.10.
For a prepaid mixed order, digital items may be activated before delivery of the physical goods if the applicable conditions for early supply are met.
20. Statuses and electronic confirmations
20.1.
The order may pass through statuses such as:
1) received;
2) awaiting payment;
3) paid;
4) accepted;
5) being processed;
6) sent;
7) delivered;
8) Digital access is activated;
9) completed;
10) cancelled;
11) partially refunded;
12) refunded.
20.2.
Messages may be sent to that email address concerning:
1) receipt of the order;
2) successful or unsuccessful payment;
3) banking instructions;
4) acceptance of the order;
5) handover to the courier;
6) the waybill number;
7) activation of a digital product;
8) confirmation of training;
9) cancellation;
10) a refund.
20.3.
The Customer must provide an active email address and check their spam folders.
20.4.
Failure to receive an email because of an incorrectly supplied address or email service settings does not change the actual order status.
20.5.
In case of doubt, the Customer may request a status check via email or contact phone.
21. Security checks and fraud prevention
21.1.
Where there are reasonable grounds to suspect fraud, an unauthorised payment, a technical error or abuse, the Merchant may temporarily suspend order processing to carry out a check.
21.2.
The verification shall be proportionate and carried out without undue delay.
21.3.
The Merchant may request information necessary for:
1) identification of the order;
2) confirmation of the payer;
3) establishing a double payment;
4) verification of the address;
5) prevention of fraud;
6) fulfilling a legal obligation.
21.4.
The Merchant does not ask the Customer to send complete card details or a security code.
21.5.
When the order is refused after verification and the amount has already been received, it shall be refunded in the initial way of payment.
22. Cancellation and refunds
22.1.
An order that has not been paid for and has not been accepted may be cancelled without charge.
22.2.
An order awaiting a bank transfer may be cancelled automatically if the payment does not arrive within the specified time limit.
22.3.
Once fulfilment has begun, cancellation is handled according to:
1) the type of product or service;
(2) the right of withdrawal;
3) the conditions for return;
4) training conditions;
5) the rules on claims;
6) the applicable legislation.
22.4.
A valid refund is made using the original payment method unless the Customer expressly agrees to another method that entails no additional cost to them.
22.5.
In the case of card payment via myPOS, the refund shall be directed to the original payment instrument used.
22.6.
For payment by bank transfer, the amount is returned to the bank account from which it was received, unless another method that is free of charge for the Customer has been expressly agreed.
22.7.
For cash on delivery, the refund shall be made by means of an appropriate traceable payment method agreed with the Customer.
22.8.
Where an IBAN is needed for a refund, it is used only to process the refund and fulfil related legal and accounting obligations.
22.9.
The Merchant initiates the refund within the applicable time limit.
22.10.
The time before an initiated refund appears in the Customer’s account may depend on:
1) the Bank of the Customer;
2) the card scheme;
3) the payment operator;
4) non-working days;
5) interbank processing.
22.11.
The detailed refund rules and deadlines are published on the “Right of withdrawal”, “Returns” and “Complaints” pages.
23. Difference between non-supply, withdrawal and a claim
23.1.
Non-supply occurs where an ordered product or service is not supplied within the agreed time limit.
23.2.
The right of withdrawal allows the Consumer to terminate a distance contract within the legal period without the product or service having a defect.
23.3.
A claim concerns a defect, damage, incorrect performance, lack of conformity or a technical problem.
23.4.
Different cases are handled under different procedures.
23.5.
The Customer is not required to determine the legal classification of their request. The Merchant considers its actual content.
24. Personal data for payment and delivery
24.1.
The following data may be processed for payment and delivery:
1) name and surname;
2) telephone;
(3) email address;
4) delivery address;
5) Selected courier office;
6) Invoicing data;
7) number and content of the order;
8) value and currency;
9) chosen method of payment;
10) identifier and status of the transaction;
11) name of owner and IBAN in case of bank transfer or refund;
12) the waybill number and delivery status.
24.2.
Data is provided to the payment operator, courier, banks and other recipients only to the extent necessary to fulfil the order, comply with legal obligations and protect against fraud.
24.3.
The Merchant does not store the full data on the bank card.
24.4.
Detailed information on the processing of personal data is published in the Privacy Policy.
25. Contacts
25.1.
In the case of questions about order, payment, delivery or activation, the Customer may contact:
LEAN BULGARIA OOD
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Website: https://leanchampionscommunity.com
25.2.
For a faster check, it is recommended that the message contains:
1) order number;
2) name of the Customer;
(3) email address;
4) a description of the question or problem;
5) a payment identifier where available;
6) the waybill number, where applicable.
26. Entry into force
26.1.
This Delivery and Payment Policy takes effect on the date shown in the ‘Effective from’ field.
26.2.
For the specific order, the version that was available to the Customer before the order was sent and was confirmed on a durable medium shall apply.
26.3.
Changes in policy do not affect already accepted orders unless the change is more favourable to the Customer or is necessary to fulfil a mandatory legal requirement.
26.4.
The mandatory legal rights of the Consumer shall apply regardless of the content of this policy.
1. Purpose and scope
1.1.
This Delivery and Payment Policy shall lay down the conditions, methods and time limits for:
1) payment of orders made through Lean Champions Store and Lean Champions Platform;
2) processing and dispatch of physical goods;
3) delivery of printed books, kits and other material products;
4) provision of digital content;
5) activation of paid access to Lean Champions Platform;
6) activation of subscriptions and software functionalities;
7) confirmation of registrations for distance, online and in-person training;
8) execution of mixed orders containing physical and digital products or services.
1.2.
This policy shall apply together with:
1) the Terms and Conditions;
(2) The policy on the right of withdrawal;
3) Return policy;
4) the Complaints Policy;
5) The Privacy Policy;
6) the information published on the specific product or service page;
7) the information shown in the basket;
8) the confirmation of the specific order.
1.3.
Where a particular product, service, training course or pre-order specifies a delivery, activation or performance deadline, that deadline applies if it is shown to the Customer before the order is submitted and included in the order confirmation.
1.4.
The information in this policy does not restrict the mandatory rights of the Consumer under applicable law.
2. Merchant details
2.1.
Merchant and supplier of the products and services offered is:
LEAN BULGARIA OOD
Unified Identification Code (UIC): 203317933
VAT identification number: BG203317933
Registered office and management address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Manager: Todor Neychev
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Website: https://leanchampionscommunity.com
hereinafter referred to as the “Merchant”.
3. Prices and final order amount
3.1.
The price of each product or service is displayed on its page and in the basket before sending the order.
3.2.
Consumer prices include the applicable value added tax and other mandatory taxes and charges, except where the law provides otherwise.
3.3.
The costs of delivery of physical goods are not included in the price of the product, except where the specific offer explicitly indicates free shipping.
3.4.
Delivery costs are calculated according to:
1) the chosen delivery method;
(2) the address or office of the courier;
3) the weight and dimensions of the consignment;
4) the number and type of products ordered;
5) the applicable courier tariff;
6) Selected additional courier services where available.
3.5.
The final amount due is shown before the ‘Order with an obligation to pay’ button is pressed.
3.6.
The final amount shall include:
1) the price of the selected products and services;
(2) the applicable taxes;
3) the price of delivery;
4) the cash-on-delivery or postal money transfer fee, where applicable and displayed;
5) Other additional costs which the Customer has explicitly chosen.
3.7.
The Merchant shall not charge hidden fees or additional amounts which have not been shown to the Customer before sending the order.
3.8.
Where an additional cost cannot reasonably be calculated in advance, the method of calculating it is specified before the order is placed.
3.9.
Change of the declared price is without prejudice to an already accepted order.
3.10.
In case of an obvious technical, printed or system error in a price established prior to acceptance of the order, the Merchant shall notify the Customer and give him the opportunity:
1) confirm a new order at the right price;
2) to withdraw from the order without costs.
3.11.
If payment has already been received for an order that has not been accepted because of an obviously incorrect price, the amount is refunded without undue delay.
4. Available payment methods
4.1.
Payment methods that can be used for a specific order are shown in the basket before sending it.
4.2.
Depending on the type of order, the following may be available:
1) payment by bank card via myPOS;
2) payment on receipt of physical goods;
3) payment by bank transfer where this method is activated;
4) another lawful method of payment explicitly shown in the basket.
4.3.
Not every payment method is available for each type of product or service.
4.4.
Cash on delivery is not available for orders containing only digital content, paid access to the Platform, a subscription, training or another service that does not involve physical delivery.
4.5.
In case of mixed order, the available payment method shall be determined according to the composition of the basket and the technical possibility of secure activation of the digital elements.
4.6.
The customer chooses the desired payment method before sending the order.
4.7.
Changing the payment method after sending the order is possible only before the start of its execution and after confirmation by the Merchant.
5. Payment by bank card through myPOS
5.1.
When payment by bank card is available, it is processed through the protected payment environment of myPOS.
5.2.
After selecting a card payment, the Customer may be redirected to a secure page of the payment operator on which the required payment data is entered.
5.3.
The Merchant does not receive or store:
1) the full number of the bank card;
2) the security code of the card;
3) the personal identification number of the cardholder;
4) other complete payment card authentication data.
5.4.
The processing of payment data shall be carried out by myPOS and by participating banks and card organisations in accordance with their security rules and requirements.
5.5.
Payment shall be deemed successful when the Merchant receives a valid confirmation from the paying operator of a successfully executed transaction.
5.6.
Showing a successful payment message does not cancel the need for the Customer to receive a separate confirmation of acceptance of the order.
5.7.
Upon successful payment the Customer receives electronic confirmation of the status of the payment and the order.
5.8.
Where a card payment is refused or failed, the order shall not be considered paid.
5.9.
A reason for failure to pay may be:
1) insufficient funds;
2) expired or blocked card;
3) incorrect input;
4) refusal by the issuing bank;
5) failure to confirm identity;
6) interruption of connection;
7) expiry of time for the payment session;
8) technical problem for the payment operator;
9) another limitation imposed by the bank, card scheme or payment provider.
5.10.
When payment is not successful, the Customer can make a new attempt or choose another available payment method.
5.11.
If the process is interrupted, the Customer should not make repeated payments before checking the order status or contacting the Merchant.
5.12.
If duplicate or multiple payments for the same order are identified, the excess amount is refunded without undue delay after the transactions have been checked.
5.13.
Where the payment is successful but the order cannot be accepted or executed, the Merchant shall notify the Customer and shall refund the amount received under the original payment instrument.
5.14.
A card payment does not result in automatic recurring charges unless the Customer has expressly selected an automatically renewing subscription in advance.
5.15.
If a subscription with recurring card payments is offered in future, the following are clearly stated before the order is placed:
1) the amount of the periodic payment;
2) the billing period;
3) the date or method of determining the next payment;
4) the minimum duration of the contract;
5) the conditions for automatic renewal;
6) the way to end future payments.
5.16.
The lack of response from the Customer, the continuation of the use of the Platform or the existence of a previous card payment themselves do not constitute consent for a new automatic payment.
6. Cash on delivery
6.1.
Cash on delivery may be selected only where:
1) the order contains a physical commodity;
2) delivery is made to an address or office served by the courier;
3) This method of payment is shown as available in the basket.
6.2.
For cash on delivery, the Customer shall pay the amount due upon receipt of the consignment under the terms of the chosen courier.
6.3.
The amount due upon receipt shall be shown in the basket and in the confirmation of the order.
6.4.
Where the courier charges a fee for cash on delivery, a postal money transfer or another related service, that fee is displayed before the order is submitted, where it can be determined in advance.
6.5.
The customer receives a document for the amount collected under the rules of the courier or postal service operator.
6.6.
Where the Customer has requested an invoice and provided the necessary details, the Merchant issues the invoice for the purchased products and services.
6.7.
Cash on delivery is not available for:
1) a separate e-book;
2) file to download;
3) recorded digital training;
4) paid subscription;
5) paid access to Lean Champions Platform;
6) online training without physical delivery;
7) consultation or other service without physical product.
6.8.
When a free digital bonus is included in a physical book, the Merchant may activate the bonus after receiving confirmation from the courier that the consignment has been received and paid.
6.9.
If the consignment is refused, the digital bonus is not activated or, if it has already been activated for technical reasons, it may be deactivated.
7. Bank transfer payment
7.1.
Payment by bank transfer is only available when shown as an active payment method in the basket.
7.2.
When the bank transfer is not shown in the basket, an order cannot be paid in this way.
7.3.
When selecting bank transfer, the Customer receives the following in the basket or electronic confirmation:
1) name of the recipient;
2) IBAN of the bank account;
3) BIC where necessary;
4) the name of the servicing bank;
5) currency of payment;
6) the exact amount due;
7) order number;
8) a deadline for receipt of payment;
9) instructions for the payment reference.
7.4.
The Customer must include the order number in the payment reference.
7.5.
Unless the particular confirmation specifies another deadline, the full amount must reach the Merchant’s bank account within 3 working days of creation of the order.
7.6.
Payment shall be deemed to have been made on the date on which the full amount due is credited to the Merchant's bank account.
7.7.
Sending a payment instruction or a screenshot of an initiated bank transfer does not automatically count as receipt of payment.
7.8.
Until the full amount has been received and identified, the order remains ‘Awaiting payment’.
7.9.
Order with the status “Awaiting payment”:
1) is not handed to a courier;
2) is not activated as paid digital access;
3) does not result in the provision of paid digital content;
4) does not confirm a final place on paid training unless the particular offer states otherwise.
7.10.
The delivery, activation or execution period shall start from the working day on which the full amount has been received and correctly identified.
7.11.
The Merchant shall not charge its own additional fee for bank transfers.
7.12.
Fees charged by the Customer’s bank or intermediary banks are borne by the payer.
7.13.
The full order amount must reach the Merchant’s account.
7.14.
If the amount received is less than the amount due, the Customer is notified and the order remains pending until the balance is received.
7.15.
If more than the amount due reaches the account, the excess is refunded after the payment has been checked and identified.
7.16.
If payment is not received within the specified time limit, the order may be cancelled automatically without a penalty.
7.17.
After cancellation Customer can make a new order, with availability, price and conditions determined at the time of the new order.
7.18.
If payment arrives after automatic cancellation and the order cannot be reinstated, the amount received is returned without undue delay.
7.19.
If a late payment can be matched to the order and the product or service is still available, the Merchant may offer to reinstate the order after confirmation by the Customer.
7.20.
An amount paid by bank transfer is refunded to the bank account from which it was received, unless the Customer expressly agrees to another method that entails no cost to them.
8. Issuing an invoice
8.1.
The customer may request an invoice for the products and services purchased.
8.2.
To ensure timely invoicing, the necessary details should be entered before completing the order.
8.3.
An invoice for an individual may require:
1) name and surname;
2) address;
3) other information required by the applicable accounting legislation.
8.4.
An invoice for a legal person or sole trader may require:
1) name;
2) EIC or other registration number;
3) VAT identification number, where applicable;
4) address of management;
5) the name of the recipient or representing person;
6) email address for receipt of the invoice.
8.5.
The customer is responsible for the accuracy of the invoicing data provided.
8.6.
The invoice may be issued in electronic format and sent to the electronic address provided.
8.7.
An invoice requested after the order has been completed is handled in accordance with applicable accounting and tax rules.
8.8.
For cash on delivery, the invoice shall be issued by the Merchant for the products and services sold, even though the payment is collected by courier.
9. Physical delivery territory
9.1.
At the date of entry into force of this version, physical goods shall be delivered on the territory of the Republic of Bulgaria.
9.2.
The delivery may be carried out:
1) to the address specified by the Customer;
2) the selected Econt office;
3) another supported delivery point where that option is shown in the basket.
9.3.
The customer can choose only settlements, addresses and offices that are supported by the delivery system.
9.4.
Where a country, location or mode of delivery is not available in the basket, delivery to it shall not be offered.
9.5.
In future expansion of supplies outside the Republic of Bulgaria, the applicable countries, deadlines, costs, taxes, customs duties and restrictions will be shown before sending the order.
10. Courier and delivery method
10.1.
Physical supplies shall be carried out via Econt or by another courier or postal service operator, which is explicitly shown in the basket.
10.2.
The customer chooses the available delivery method before sending the order.
10.3.
When choosing a delivery to an office, the Customer must indicate the exact office.
10.4.
When choosing a delivery to an address, the Customer must specify:
1) name of the recipient;
2) telephone contact;
3) locality;
4) postcode where necessary;
5) street or neighborhood;
6) number;
7) entrance, floor and apartment where applicable;
8) Additional instructions required for delivery.
10.5.
The Customer is responsible for ensuring that delivery details are accurate, complete and up to date.
10.6.
The Merchant shall not be responsible for any delay caused solely by:
1) incorrect address;
2) incorrect phone;
3) incomplete data;
4) absence of the recipient;
5) the recipient’s refusal to assist the courier;
6) change the address after transmission of the consignment;
7) another act or omission of the Customer.
10.7.
When the Customer detects an error in the data prior to dispatch, he must contact the Merchant without undue delay.
10.8.
After transmitting the consignment to a courier, a change of address or office may depend on the rules of the courier and result in additional costs.
10.9.
Additional cost of change requested by the Customer after dispatch may be on his account when actually charged by the courier.
11. Time limit for processing and delivery of physical goods
11.1.
For physical goods available, the order shall be processed and transmitted to a courier within 2 working days.
11.2.
The period referred to in the preceding paragraph shall start to run:
1) For cash on delivery, from the acceptance of the order;
2) for payment by card, from successful confirmation of payment and acceptance of the order;
3) in case of bank transfer, from receipt and identification of the full amount due.
11.3.
For processing purposes, an order received on a non-working day starts being processed on the next working day.
11.4.
The supply of available physical goods in the territory of the Republic of Bulgaria shall be carried out no later than 7 working days from the applicable starting point in point 11.2.
11.5.
The period referred to in point 11.4 shall include the time for:
1) processing of the order;
2) assembly;
3) packing;
4) handover to the courier;
5) Transport to the selected address or office.
11.6.
This period does not apply if a different specific deadline was announced before the order was placed.
11.7.
A different period may apply to:
1) a pre-order;
2) a temporarily unavailable product;
3) a product to be printed or produced;
4) customised product;
5) a large corporate order;
6) delivery outside a standard serviced area;
7) a promotional campaign with a special time limit announced in advance.
11.8.
For pre-orders, the specific expected date or delivery period is displayed on the product page and confirmed by email.
11.9.
Where another specific period is not agreed, the physical commodity shall be delivered no later than 30 calendar days from the conclusion of the contract.
11.10.
The delivery deadline is met when the goods are handed to the Consumer or a third party designated by the Consumer other than the carrier.
12. Delay and inability to deliver
12.1.
When the Merchant knows that the order will not be delivered within the agreed time limit, the Customer shall be informed without undue delay.
12.2.
The notification may contain:
1) the reason for the delay when known;
2) the updated expected deadline;
3) possible solutions;
4) contact details.
12.3.
Upon delay, the Customer may accept a proposed new deadline.
12.4.
When the physical commodity is not delivered within the agreed period, the Consumer may specify an appropriate additional delivery time.
12.5.
If delivery is not made within the appropriate additional period either, the Consumer may terminate the contract in accordance with applicable law.
12.6.
The Consumer may terminate the contract immediately when:
1) The Merchant has expressly refused to deliver the goods;
2) delivery within the agreed period was essential in view of the circumstances;
3) the Consumer informed the Merchant in advance that delivery by the specified date was an essential condition.
12.7.
Following valid termination for non-delivery, payments received are refunded without undue delay.
12.8.
Where only part of a mixed order cannot be executed, the Customer shall be notified and may choose between:
1) fulfilment of the available part and a refund for the part not supplied;
2) replacement with another product upon express consent;
3) termination of the affected part;
4) termination of the entire contract where partial performance no longer serves its purpose for the Customer and the law permits this.
12.9.
The Merchant does not unilaterally replace an ordered product with another without the Customer’s consent.
13. Tracking of the consignment
13.1.
After handing over the physical consignment to the courier, the Customer receives:
1) the waybill number;
2) link or tracking indication when available;
3) name of courier;
4) information on the selected address or office;
5) other available delivery information.
13.2.
The information can be sent by the Merchant, the courier or both.
13.3.
The customer should check whether the data on the recipient and the selected office are correct.
13.4.
The statuses displayed by the courier are generated by his system.
13.5.
In the event of a discrepancy between the status and the actual situation, the Customer may contact the courier or the Merchant for assistance.
14. Receiving and reviewing the consignment
14.1.
Upon receipt, the Customer shall check:
1) whether the consignment is intended for it;
2) whether the outer packaging is clearly damaged;
3) whether the number of packages corresponds to the information from the courier;
4) whether there are visible traces of wetting, tearing, opening or impact.
14.2.
In case of apparent transport damage, it is recommended that the Customer request from the courier:
1) a record of the damage;
2) a damage report;
3) photographs of the consignment;
4) provision of a copy of the document.
14.3.
The lack of a protocol does not take away the mandatory legal rights of the Consumer, but may make it difficult to establish the moment and cause of the damage.
14.4.
Where a missing, incorrect or damaged product is detected on opening, the Customer shall notify the Merchant as soon as possible and provide:
1) order number;
2) description of the problem;
3) pictures of the packaging;
4) pictures of the product;
5) Protocol from the courier when available.
14.5.
The notification referred to in the preceding paragraph shall constitute assistance in the rapid clarification of the case and shall not replace or restrict the legal right of claim.
14.6.
The risk of accidental destruction of or damage to the physical goods passes to the Consumer when the Consumer or a third party designated by them, other than the carrier, receives the goods.
14.7.
Where the Consumer has chosen a carrier which has not been proposed by the Merchant, the risk shall pass under the applicable legal rules.
15. Undelivered and unclaimed shipments
15.1.
The customer is obliged to receive the package within the time limit set by the courier.
15.2.
Where the consignment is not received due to:
1) incorrect data;
2) failure to answer the phone number provided;
3) absence of the recipient;
4) failure to collect it from the courier office;
5) refusal to receive it;
6) another reason for which the Customer is responsible,
The consignment may be returned to the Merchant.
15.3.
The return of an undelivered shipment does not automatically constitute a duly exercised right of withdrawal.
15.4.
The Consumer may exercise the right of withdrawal by an unambiguous statement following the procedure described on the “Right of withdrawal” page.
15.5.
After a consignment is returned, the Merchant may contact the Customer to clarify whether they want:
1) another dispatch;
2) cancellation of the order;
3) exercising the right of withdrawal, where applicable.
15.6.
A further dispatch is arranged after confirmation by the Customer.
15.7.
Actual costs of another dispatch may be borne by the Customer where the need for redelivery results from incorrect details they provided, failure to receive the consignment or another circumstance for which they are responsible.
15.8.
No automatic penalty fee is charged for an uncollected consignment.
15.9.
If a prepaid order is cancelled after an uncollected consignment is returned, the refund is handled under applicable law and the withdrawal conditions. Only actual costs that are lawfully due may be taken into account.
16. Provision of digital content
16.1.
Digital content may include:
1) electronic books;
2) recorded video lessons;
3) audio materials;
4) files;
5) presentations;
6) templates;
7) electronic manuals;
8) recorded trainings;
9) other digital materials.
16.2.
Digital content shall be provided in the manner indicated on the product page.
16.3.
It may be made available by:
1) activation in a user profile;
2) link to download;
3) secure link for review;
4) email;
5) learning environment;
6) another explicitly described technical option.
16.4.
In case of successful card payment and in the absence of a specified future starting date, the digital content shall be provided:
1) immediately when the system allows automatic provision;
2) no later than 1 working day when an administrative inspection or manual activation is required.
16.5.
For a bank transfer, the supply period starts after the full amount has been received and identified.
16.6.
In the case of unpaid or unsuccessfully paid order, the digital content shall not be provided.
16.7.
Where the digital content must be provided before the expiry of the legal withdrawal period, activation shall be carried out only after obtaining the necessary explicit consent and confirmation from the Consumer.
16.8.
If the Consumer does not give the necessary consent to immediate supply, the Merchant may begin supply after the 14-day withdrawal period has expired.
16.9.
After supply, the Customer receives electronic confirmation that may contain:
1) name of the content;
2) method of access;
3) link;
4) period of access;
5) technical requirements;
6) information on the consent given;
7) technical support data.
16.10.
If the link or file does not work, the Customer should notify the Merchant so the issue can be checked and access restored.
17. Activation of digital service and access to the platform
17.1.
The paid access to Lean Champions Platform, its modules and functionalities is activated for the period and the number of users specified in the specific offer.
17.2.
In case of successful card payment and in the absence of a future starting date, access shall be activated:
1) immediately upon automatic activation;
2) no later than 1 working day when an administrative inspection or manual adjustment is required.
17.3.
In case of bank transfer, access shall be activated no later than 1 working day after receipt and identification of the full amount.
17.4.
Where the Customer does not have an existing profile, the system may:
1) to create a profile;
(2) send an invitation for registration;
3) send a link to set a password;
4) request confirmation of the email address.
17.5.
The period of access paid shall start from the date of activation unless the offer and confirmation specify another starting date.
17.6.
The customer receives confirmation containing:
1) the activated plan;
(2) the starting date;
3) the final date;
4) the number of authorised users;
5) the modules included;
6) sign-in information;
7) technical support details;
8) the presence or absence of automatic renewal.
17.7.
The digital service paid shall not start before the expiry of the legal withdrawal period, except where the Consumer has made the necessary explicit request for early start.
17.8.
In case of a technical problem preventing activation, the Merchant shall notify the Customer and take action to provide access without undue delay.
17.9.
Where access cannot be granted, the Customer shall have the rights provided for in the Terms and Conditions, Complaints Policy and the applicable legislation.
18. Training, webinars and other services
18.1.
When ordering training, webinar, consultation or other service, the specific page shall indicate:
1) the manner of conduct;
(2) the date;
3) the time;
4) the time zone;
5) duration;
6) the location or online platform;
7) the technical requirements;
8) the included materials;
9) the conditions for participation.
18.2.
After successful payment, registration for paid training is confirmed no later than 1 working day, unless a different time limit is specified in the particular offer.
18.3.
In case of bank transfer, the place shall be confirmed after receipt and identification of the full amount, unless a temporary reservation has been made in writing.
18.4.
Participation information shall be sent by email or provided in the user profile.
18.5.
For live training, joining instructions are supplied early enough to allow the participant to join on time.
18.6.
Where training is recorded and provided as digital content, the time limits for providing digital content shall apply.
18.7.
Where training involves continuous access to an interactive platform, the time limits for the activation of a digital service shall also apply.
18.8.
Where the service is to start before the 14-day withdrawal period expires, the execution shall begin after receiving the necessary explicit request from the Consumer.
18.9.
If the Merchant cancels or substantially changes training, the Customer is informed and offered the options set out in the Terms and Conditions.
19. Mixed orders
19.1.
A mixed order may contain both:
1) a physical book;
2) digital content;
3) paid access to the Platform;
4) subscription;
5) training;
6) another service.
19.2.
A single transaction does not change how the individual items are fulfilled.
19.3.
The physical part is delivered by courier.
19.4.
Digital content shall be provided by electronic means.
19.5.
Platform access is activated in the user profile.
19.6.
Participation in training is confirmed separately.
19.7.
The customer may receive separate electronic messages for:
1) the payment;
2) sending of the physical consignment;
3) activation of digital access;
4) registration for training;
5) the issue of an invoice.
19.8.
Where a free digital bonus is included in a physical product, the time limit for its activation shall be specified in the specific offer.
19.9.
For cash on delivery, the digital bonus may be activated after confirmation that the physical consignment has been received and paid.
19.10.
For a prepaid mixed order, digital items may be activated before delivery of the physical goods if the applicable conditions for early supply are met.
20. Statuses and electronic confirmations
20.1.
The order may pass through statuses such as:
1) received;
2) awaiting payment;
3) paid;
4) accepted;
5) being processed;
6) sent;
7) delivered;
8) Digital access is activated;
9) completed;
10) cancelled;
11) partially refunded;
12) refunded.
20.2.
Messages may be sent to that email address concerning:
1) receipt of the order;
2) successful or unsuccessful payment;
3) banking instructions;
4) acceptance of the order;
5) handover to the courier;
6) the waybill number;
7) activation of a digital product;
8) confirmation of training;
9) cancellation;
10) a refund.
20.3.
The Customer must provide an active email address and check their spam folders.
20.4.
Failure to receive an email because of an incorrectly supplied address or email service settings does not change the actual order status.
20.5.
In case of doubt, the Customer may request a status check via email or contact phone.
21. Security checks and fraud prevention
21.1.
Where there are reasonable grounds to suspect fraud, an unauthorised payment, a technical error or abuse, the Merchant may temporarily suspend order processing to carry out a check.
21.2.
The verification shall be proportionate and carried out without undue delay.
21.3.
The Merchant may request information necessary for:
1) identification of the order;
2) confirmation of the payer;
3) establishing a double payment;
4) verification of the address;
5) prevention of fraud;
6) fulfilling a legal obligation.
21.4.
The Merchant does not ask the Customer to send complete card details or a security code.
21.5.
When the order is refused after verification and the amount has already been received, it shall be refunded in the initial way of payment.
22. Cancellation and refunds
22.1.
An order that has not been paid for and has not been accepted may be cancelled without charge.
22.2.
An order awaiting a bank transfer may be cancelled automatically if the payment does not arrive within the specified time limit.
22.3.
Once fulfilment has begun, cancellation is handled according to:
1) the type of product or service;
(2) the right of withdrawal;
3) the conditions for return;
4) training conditions;
5) the rules on claims;
6) the applicable legislation.
22.4.
A valid refund is made using the original payment method unless the Customer expressly agrees to another method that entails no additional cost to them.
22.5.
In the case of card payment via myPOS, the refund shall be directed to the original payment instrument used.
22.6.
For payment by bank transfer, the amount is returned to the bank account from which it was received, unless another method that is free of charge for the Customer has been expressly agreed.
22.7.
For cash on delivery, the refund shall be made by means of an appropriate traceable payment method agreed with the Customer.
22.8.
Where an IBAN is needed for a refund, it is used only to process the refund and fulfil related legal and accounting obligations.
22.9.
The Merchant initiates the refund within the applicable time limit.
22.10.
The time before an initiated refund appears in the Customer’s account may depend on:
1) the Bank of the Customer;
2) the card scheme;
3) the payment operator;
4) non-working days;
5) interbank processing.
22.11.
The detailed refund rules and deadlines are published on the “Right of withdrawal”, “Returns” and “Complaints” pages.
23. Difference between non-supply, withdrawal and a claim
23.1.
Non-supply occurs where an ordered product or service is not supplied within the agreed time limit.
23.2.
The right of withdrawal allows the Consumer to terminate a distance contract within the legal period without the product or service having a defect.
23.3.
A claim concerns a defect, damage, incorrect performance, lack of conformity or a technical problem.
23.4.
Different cases are handled under different procedures.
23.5.
The Customer is not required to determine the legal classification of their request. The Merchant considers its actual content.
24. Personal data for payment and delivery
24.1.
The following data may be processed for payment and delivery:
1) name and surname;
2) telephone;
(3) email address;
4) delivery address;
5) Selected courier office;
6) Invoicing data;
7) number and content of the order;
8) value and currency;
9) chosen method of payment;
10) identifier and status of the transaction;
11) name of owner and IBAN in case of bank transfer or refund;
12) the waybill number and delivery status.
24.2.
Data is provided to the payment operator, courier, banks and other recipients only to the extent necessary to fulfil the order, comply with legal obligations and protect against fraud.
24.3.
The Merchant does not store the full data on the bank card.
24.4.
Detailed information on the processing of personal data is published in the Privacy Policy.
25. Contacts
25.1.
In the case of questions about order, payment, delivery or activation, the Customer may contact:
LEAN BULGARIA OOD
Email: admin@leanchampionscommunity.com
Telephone: +359 896 060 911
Address: Sofia, 55 Kiril Popov Street, entrance A, floor 1, apartment 4, Republic of Bulgaria
Website: https://leanchampionscommunity.com
25.2.
For a faster check, it is recommended that the message contains:
1) order number;
2) name of the Customer;
(3) email address;
4) a description of the question or problem;
5) a payment identifier where available;
6) the waybill number, where applicable.
26. Entry into force
26.1.
This Delivery and Payment Policy takes effect on the date shown in the ‘Effective from’ field.
26.2.
For the specific order, the version that was available to the Customer before the order was sent and was confirmed on a durable medium shall apply.
26.3.
Changes in policy do not affect already accepted orders unless the change is more favourable to the Customer or is necessary to fulfil a mandatory legal requirement.
26.4.
The mandatory legal rights of the Consumer shall apply regardless of the content of this policy.