DELIVERY TERMS. POLICY FOR ACCEPTANCE AND SETTLEMENT OF COMPLAINTS.

- All orders are fulfilled by Obento Sushi locations in accordance with the delivery terms published here.

- The delivery personnel will be at your door with your order within the timeframe specified when you placed your order.

- Your order will be delivered within a maximum of 75 minutes, except in cases of force majeure.
- For the cities of Sofia, Pernik and Plovdiv, delivery of every order is free of charge.

- Consumables and packaging in which the food is delivered are free of charge.

- The minimum order value for delivery is 25 BGN. For orders with a value between 15.00 BGN and 24.99 BGN, an additional packaging and logistics fee of 10.00 BGN is charged. For orders under 14.99 BGN, this fee is 15.00 BGN.

- For "pickup" orders, there is no minimum order value. 

- Consumables:
With each sushi portion ordered, one free set of chopsticks and one serving of soy sauce are included. If you wish for additional utensils, chopsticks or soy sauce, they must be purchased separately. A set of plastic utensils (fork, knife and spoon) costs 0.50 BGN, a set of chopsticks costs 0.20 BGN, soy sauce costs 0.50 BGN. If a customer wishes for a separate box, the additional consumable costs 0.50 BGN.

- The taste characteristics and nutritional qualities of the delivered products from your order are guaranteed within 2 (two) hours from the time of the order. Therefore, Obento Sushi recommends that you consume the delivered products within the above-mentioned period. After this period, Obento Sushi is not responsible for the taste characteristics and nutritional qualities of the delivered products.

- If a discrepancy is found between your order and the delivered products in terms of quantity and quality, you have the right to file a complaint in accordance with the Consumer Protection Act. Your complaint will be accepted and forwarded for resolution to the Obento Sushi location that fulfilled the order. To do so, you must notify us within 60 minutes from the time your order was handed over. The notification is considered submitted by calling the order phone number, by sending an email to orders@obentosushi.bg, or through the contact form on the website obentosushi.bg. If your complaint notification is made after this period, Obento Sushi is not obligated to follow the complaints acceptance policy.

- In all cases of inaccurate fulfillment of your order, except those related to an undelivered item/product, your complaint will be recognized as justified only if you present to the delivery person the product you are dissatisfied with in a quantity of no less than two-thirds of the delivered amount.

- Time guarantees for order fulfillment do not apply to all orders. Orders over 100 BGN require more preparation time and therefore an extension of the delivery time is necessary. Each customer will be promptly informed of the delivery time while placing their order or subsequently.

- This Complaints Acceptance and Settlement Policy does not apply in the event of force majeure circumstances, including those arising from unfavorable weather conditions.