Terms and Conditions

 

I. Subject Matter

1. These Terms and Conditions govern the relationship between H LABS Ltd., acting as the merchant, and any person using the website www.get-roots.com (hereinafter referred to as the “Website”) and/or purchasing products under the Roots™ trademark through the Website.

2. These Terms and Conditions constitute a distance sales agreement within the meaning of the Consumer Protection Act, concluded between the merchant and the customer on the basis of an electronic order.

3. By accessing the Website, browsing it, and/or placing an order, the user declares that they have read these Terms and Conditions, accept them, and undertake to comply with them.
   
   

II. Merchant Information

4. The owner and administrator of the Website is: H LABS Ltd., 5 Kostaki Peev St., 4000 Plovdiv, Bulgaria, UIC 206565439, VAT No. BG206565439, hello@get-roots.com

5. The Roots™ trademark is owned by H LABS Ltd. and is used to designate the food supplements offered.

6. In case of questions, complaints, or need for assistance, the customer may contact the merchant via the specified email address or phone number. Usual response time: within 24–48 business hours.
   
   

III. Definitions

7. For the purposes of these Terms and Conditions, the following terms shall have the meanings set out below:
   
   7.1. “Merchant” – H LABS Ltd., owner of the Website and the Roots™ brand.
   
   7.2. “Website” / “Online Store” – the webpages accessible through the domain www.get-roots.com and the related subpages.
   
   7.3. “Customer” / “User” – any legally capable natural person aged 18 or over, or any legal entity, that accesses the Website and/or places an order.
   
   7.4. “Account” / “Profile” – a personalized section of the Website created after user registration, through which orders, addresses, and settings are managed.
   
   7.5. “Products” / “Goods” – food supplements and related items under the Roots™ brand offered through the Website.
   
   7.6. “Order” – an electronic request by the Customer to purchase one or more Products submitted through the functionalities of the Website.
   
   7.7. “Distance Contract” – a sales contract for Products concluded between the Merchant and the Customer through the Website without the physical presence of the parties.
   
   7.8. “Content” – all texts, images, videos, graphics, logos, product descriptions, prices, policies, and other information published on the Website.
   
   7.9. “Personal Data” – any information relating to an identified or identifiable natural person within the meaning of the applicable legislation.
   
   7.10. “Force Majeure” – an unforeseeable event of an extraordinary nature beyond the reasonable control of the parties (natural disasters, war, strikes, network failures, etc.).
   
   

IV. General Provisions

8. These Terms and Conditions are binding on all Customers of the Website.

9. By accessing the Website, creating an account, and/or placing an Order, the Customer confirms that they are familiar with these Terms and Conditions and accepts them.

10. The Merchant reserves the right to amend these Terms and Conditions unilaterally at any time. The current version shall always be available on the Website.

11. In case of amendments to the Terms and Conditions, the Customer should review them periodically. Continued use of the Website after any amendment shall constitute acceptance of the updated Terms and Conditions.

12. The Merchant may restrict access to parts of the Website or to certain functionalities (for example, promotions, discounts, etc.) in cases of suspected abuse or breach of these Terms and Conditions.
    
    

V. Nature of the Products

13. Roots™ products are food supplements and not medicinal products.

14. The information on the Website is for informational and marketing purposes only and does not constitute medical or nutritional advice.

15. Roots™ is not intended to diagnose, treat, or prevent disease. In case of health issues or use of medication, the Customer should consult a doctor before use.

16. The products are not recommended for:

• children under 18 years of age;
• pregnant or breastfeeding women;
• persons allergic to any of the ingredients.

17. The instructions for use indicated on the packaging and/or leaflet must always be followed. The recommended daily dose must not be exceeded.

18. The effects of food supplements may vary from person to person depending on lifestyle, diet, sleep, stress, and individual characteristics.
    
    

VI. Registration and Access

19. The Customer may use the Website as a “guest” or as a registered user with an account.

20. Upon registration, the Customer undertakes to provide true, accurate, and complete information.

21. The Customer is responsible for the confidentiality of their login credentials (email and password) and for all actions carried out through their account.

22. In case of suspected unauthorized access, the Customer shall immediately notify the Merchant.

23. The Merchant has the right to block or terminate the Customer’s account in cases of violations, abuse, or false information.
    
    

VII. Prices, Promotions, and Errors

24. All prices on the Website are in euro (EUR) and include VAT, unless expressly stated otherwise.

25. The product price does not include delivery costs, unless the Website or the ordering process expressly states that delivery is free under certain conditions.

26. The Merchant has the right to change prices, promotions, and availability at any time without prior notice. The valid price shall be the one displayed at the time the Order is finalized.

27. In case of obvious technical errors in the price or product description, the Merchant has the right to cancel the Order after notifying the Customer and to refund any amounts paid (if any).

28. Promotional campaigns, discounts, and coupons are valid within the specified period and under the specified conditions. Different promotions are generally not cumulative unless expressly stated otherwise.
    
    

VIII. Conclusion of Contract and Order

29. The Customer may place an Order through the following steps:

• selecting a product and adding it to the cart;
• entering delivery and contact details;
• choosing a payment method;
• reviewing the Order and confirming it.

30. The Order constitutes an offer by the Customer to conclude a distance contract.

31. The contract shall be deemed concluded when the Merchant confirms the Order (through an automatic email and/or subsequent confirmation).

32. The Merchant reserves the right to refuse an Order, including in the following cases:

• lack of availability;
• incorrect delivery details;
• suspicion of abuse or fraud;
• system error in the price or description.

33. In the event of a refused Order, if the Customer has already paid, the amounts shall be refunded within a reasonable period using the same payment method used for the Order.
    
    

IX. Payment Methods

34. Payment methods are described during the ordering process and may include:

• payment by bank card;
• cash on delivery;
• other methods announced on the Website.

35. The Customer undertakes to provide valid and correct payment details.

36. In the case of card payment, processing is carried out through an authorized payment platform. The Merchant does not store bank card data.

37. If payment is unsuccessful/not confirmed, the Merchant shall have no obligation to fulfill the Order.
    
    

X. Delivery

38. Delivery is carried out through a courier company selected by the Merchant or indicated on the Website to:

• the Customer’s address; or
• a courier office/pick-up point (if such option is available).

39. Delivery terms, costs, and timeframes are described in a separate section of the Website and/or displayed during the ordering process.

40. Delivery times are indicative and may be extended in cases of:

• official holidays;
• bad weather conditions;
• technical or logistical difficulties on the part of the courier.

41. The risk of accidental loss or damage passes to the Customer from the moment the shipment is delivered by the courier to the Customer or a person authorized by them.

42. Upon receipt, the Customer should inspect the shipment. In the event of visible damage to the packaging, a protocol should be requested from the courier and the Merchant should be notified promptly.
    
    

XI. Right of Withdrawal and Return of Goods

43. A Customer qualifying as a “consumer” within the meaning of the Consumer Protection Act has the right to withdraw from the contract without stating any reason within 14 days from receipt of the goods.

44. The right of withdrawal may be exercised only if all of the following conditions are met simultaneously:

• the product is in merchantable condition;
• the packaging is unopened and shows no signs of use;
• the product is complete.

45. Due to the nature of food supplements, opened or used products are not eligible for return, except in the case of a proven defect or delivery error.

46. Return costs shall be borne by the Customer unless the return is due to a mistake by the Merchant (for example: wrong product, defect, damage during transport).

47. To exercise the right of withdrawal, the Customer must notify the Merchant in writing by email, stating: name, phone number, order number, product, and the intention to withdraw.

48. The Merchant shall refund the amount paid (excluding delivery costs, unless otherwise required by law) within 14 days after receipt of the returned product and confirmation that the return conditions have been met.

49. The refund shall be made by bank transfer or by the original payment method, where technically possible.

50. In the case of a returned product that is opened, used, or not in merchantable condition, the Merchant has the right to refuse the refund or to withhold part of the amount.
    
    

XII. Complaints

51. In case of receipt of:

• a damaged product;
• a wrong product;
• a missing product compared to the delivery documents; the Customer should notify the Merchant within a reasonable period (preferably within 3 days) by email, attaching photos and a brief description of the problem.

52. The Merchant shall review the complaint and may offer:

• replacement of the product;
• refund;
• another solution by mutual agreement.

53. In case of a justified complaint, the return and re-delivery costs shall be borne by the Merchant.
    
    

XIII. Intellectual Property

54. All texts, images, graphics, trademarks, logos, design, product descriptions, and other content on the Website are protected by copyright and/or trademark rights of H LABS Ltd. or of third parties from whom the relevant rights of use have been obtained.

55. Copying, reproducing, modifying, publicly distributing, or using content from the Website without the prior written consent of the Merchant is prohibited.

56. The Customer may not use the Roots™ trademark in any way that may mislead or harm the Merchant’s reputation.
    
    

XIV. Personal Data and Privacy

57. The Merchant processes Customers’ personal data in accordance with the applicable legislation (Regulation (EU) 2016/679 and the applicable Bulgarian laws).

58. Detailed information about the types of personal data, the purposes of processing, storage periods, and the rights of data subjects is described in the Privacy Policy published on the Website.

59. By using the Website and/or placing an Order, the Customer confirms that they are familiar with the Privacy Policy.

60. The Customer has the right to access, rectify, restrict processing, object to processing, and erase their personal data in accordance with the law.

61. Personal data may be provided to third parties (couriers, payment operators, etc.) only insofar as necessary for the fulfillment of the Order or where required by law.
    
    

XV. Marketing Communication

62. The Merchant may send the Customer informational emails, newsletters, offers, and promotions if the Customer has voluntarily subscribed or given consent.

63. The Customer may unsubscribe from marketing communications at any time by:

• using the unsubscribe link in emails;
• sending an email to the Merchant with a clear request to unsubscribe.

64. Unsubscribing from marketing communications does not affect essential notifications related to specific orders (order status, delivery, etc.).
    
    

XVI. Limitation of Liability

65. The Merchant does not guarantee that the Website will be continuously available or free from technical errors.

66. The Merchant shall not be liable for:

• temporary unavailability of the Website;
• technical problems due to third parties (hosting, internet providers, etc.);
• indirect or consequential damages (including loss of profits) arising from the use of or inability to use the Website.

67. The Merchant shall not be liable for individual reactions, allergies, or adverse effects from the products where they have been used contrary to the instructions for use or where the Customer has withheld information about their health condition.

68. In all cases where the Merchant’s liability may be engaged, it shall be limited to the amount paid by the Customer for the relevant Order.
    
    

XVII. Force Majeure

69. The parties shall not be liable for failure to perform their obligations in the event of force majeure circumstances: natural disasters, wars, civil unrest, epidemics, interruptions of electricity supply, technical network failures, etc.

70. In the event of force majeure, the Merchant has the right to delay the performance of the Order or to cancel it, while notifying the Customer within a reasonable period.
    
    

XVIII. Applicable Law, Disputes, and Supervisory Authorities

71. For all matters not regulated in these Terms and Conditions, Bulgarian law shall apply.

72. Any disputes between the Customer and the Merchant shall first be resolved through good-faith negotiations and mutual concessions.

73. If no voluntary settlement is possible, the dispute shall be referred to the competent Bulgarian court.

74. The consumer also has the right to contact:

Consumer Protection Commission (CPC)
Bulgaria, city of Sofia 1000
1 “Vrabcha” Str, floors 3 to 5
Phone: +359 2 9330565
Fax: +359 2 9884218
Email: info@kzp.bg
Website: https://www.kzp.bg

European Online Dispute Resolution Platform (ODR):

https://consumer-redress.ec.europa.eu/

The use of the European online dispute resolution platform is voluntary and does not affect the right of the parties to bring the dispute before the competent court.