Terms and Conditions

This English text is provided for convenience only. The legally binding version is the Bulgarian one — see the Bulgarian page. In case of any discrepancy, the Bulgarian text prevails.

In short

The seller is Microbiome Center Varna OOD (BugSpeaks Bulgaria), UIC 206860918.
Prices are final — the company is not registered for VAT. Delivery to you and the return of the sample to us are free of charge.
We refund only an unopened kit — you can return it within 14 days without giving a reason. Once the kit's packaging has been opened or broken, the test cannot be returned and the amount is not refunded (for hygiene reasons).
A bundle is one product with one price: it can only be returned as a whole and only if all kits in it are unopened — then we refund the full amount. (section 11).
If the sample is unusable for a reason on your side (for example spilled liquid), the first new kit is free and every further one costs €40; the amount for the test is not refunded. If the reason is on our side — a new kit at no charge, and if the analysis is impossible, we refund you.
The personalised probiotic is made according to your report and therefore cannot be returned — unless it is defective.
The test is a wellness product — it is not a medical diagnosis and does not replace a doctor.
If there is a problem, please write to us first. If we cannot agree, you can turn to the conciliation commissions at the Commission for Consumer Protection (КЗП) or to the courts.

1. The trader

The website bugspeaks.bg and its shop are operated by Microbiome Center Varna OOD (UIC 206860918), registered seat and address of management: 19 Sveta Ekaterina St., Vinitsa, Primorski district, 9000 Varna, Bulgaria, entered in the Commercial Register and Register of Non-Profit Legal Entities at the Registry Agency (“we”, the “Seller”). Contact: info@bugspeaks.bg, +359 876 140 111. The company is not registered under the Bulgarian Value Added Tax Act. We operate under the trade name BugSpeaks Bulgaria as the official representative of BugSpeaks for Bulgaria and the Balkans.

Supervisory authorities: the Commission for Consumer Protection (КЗП, www.kzp.bg) — for consumer rights; the Commission for Personal Data Protection (КЗЛД, www.cpdp.bg) — for personal data.

2. The words we use

“Consumer” or “you” — the natural person who uses the site or orders from it for personal purposes.
“Test” — the at-home sampling kit (gut, skin or vaginal) together with the laboratory analysis and the report. They are sold only together, at one price — without the kit, the analysis cannot be performed.
“Kit” — the sealed sampling kit with the sterile consumables and the instructions inside it. The kit is “opened” when the sealed packaging of the kit or of any of the consumables in it has been opened or broken.
“BS code” — the unique code of your kit; the sample and the data travel to the laboratory under it.
“The laboratory” — Leucine Rich Bio Pvt Ltd (Bengaluru, India), the developer of BugSpeaks, which carries out the analysis.
“Report” — the personalised report with the results of the analysis; with the gut test also the nutrition plan, with the vaginal test also the handbook that goes with the report.
“Personalised probiotic” — a food supplement whose composition is determined from your report.
“Bundle” — several products sold together at a combined price.
“Account” — your account on the site, where you see your orders, tests, questionnaire and report.

3. What we offer and what it is not

We offer microbiome tests (kit, laboratory analysis by metagenomic sequencing and a personalised report), a personalised probiotic and bundles. The current list, descriptions and prices are in the site's shop.

The test is a wellness product. It is not an in vitro diagnostic medical device and is not intended to diagnose, treat or prevent disease. The report describes your microbiome and gives information and dietary recommendations — it is not a medical diagnosis and does not replace a consultation with a doctor. If you have a health problem, are pregnant or breastfeeding, or take medication, consult a doctor before changing your diet or taking supplements (see also the Medical Disclaimer).

4. The account

With your first order we automatically create an account for you with the email from the order, so that you can track the order and receive your report. You sign in with a link we send to your email, or with a password if you set one.
Keep access to your email and account safe — whoever has access to them also has access to your report. If you suspect someone else has access, write to us immediately.
The account is for you only. We may suspend it if it is used for abuse or in breach of these terms, and we will notify you. Suspending the account does not affect your right to receive the report you paid for — in that case we will send it to you by another secure means.
You can delete your account at any time — from the account itself or by email to us. What is deleted and what we are obliged to keep is described in the Privacy Policy.

5. Ordering and conclusion of the contract

Orders may be placed by persons aged 18 or over. A test for a child under 18 is ordered by a parent or guardian, who also gives the consent for the child's health data. We do not recommend the test for children under 6 unless their doctor recommends or agrees to it — until that age the microbiome is still forming and changes quickly. If the test is for another adult, the consent for their health data must be given by that person (Privacy Policy, section 7).
You order by choosing the products, entering your details, choosing a payment method, accepting these terms and — if you wish — requesting that the analysis begins straight away, and pressing the button “Order with an obligation to pay” (Поръчка със задължение за плащане). Before that you see the main characteristics, the final price and the delivery time. Before pressing the button you can review and correct all details in the checkout form, and the products and quantities in the cart. If you notice a mistake after ordering, write to us straight away at info@bugspeaks.bg.
The contract is concluded when we send you an email confirming the order. The confirmation contains the order details, your statements when ordering and — as attached files — these terms and the Right of withdrawal and returns with the model form, in the version you accepted. We store the contract (the order and the accepted version of the terms); you can also see your orders in your account.
The contract is concluded in Bulgarian. You can also order through the English version of the site — the English text is then a translation for convenience.
The order, the acceptance of these terms and the consents at checkout are electronic statements within the meaning of the Bulgarian Electronic Document and Electronic Trust Services Act (ЗЕДЕУУ). Ticking the boxes and pressing the “Order with an obligation to pay” button constitute your electronic signature, and sending the confirmation from our email address constitutes ours. The parties agree that these signatures have the effect of a handwritten signature (Art. 13(4) ЗЕДЕУУ). We keep a record of the statements (date, time, IP address, version of the texts).
If after the order it turns out that a product is unavailable or that its price was shown with an obvious technical error, we will notify you and you can choose whether to proceed. If you do not proceed, we refund what you paid within 14 days.
You are responsible for the accuracy of the data you enter, including the delivery address and the questionnaire data.

6. Prices and payment

Prices are in euro and are final. The company is not registered for VAT, so no VAT is charged. Delivery to you is free.
The price shown at the time of the order applies. Bundles have a combined price lower than the sum of the products in them.
The payment methods are shown at checkout. Cash on delivery — you pay the courier on receipt, with no extra fee: the fee for transferring the amount is paid by us. Card payment — when available — is processed by Stripe; you enter your card details directly into Stripe's secure form and we have no access to them.
For every payment you receive a document as required by law.

6a. Discount vouchers

When you complete the quiz on the site and leave your email in the form with your result, or reserve a test on the site before we open orders, we send you a €20 discount voucher (a code in the form BUG-XXXX-XXXX). A reservation is not an order: you pay nothing and are not obliged to order. The voucher does not depend on subscribing to the newsletter.
One voucher is issued per email address, whether it was requested through the quiz or with a reservation. If you ask for it again with the same email, you receive the same code; if it has already been used or has expired, no new voucher is issued.
The voucher is for one order that contains at least one test or bundle. You enter the code in the “Discount code” field at checkout before you press the order button. If you open the site through the link in the email, the code fills in at checkout automatically. The discount is shown at checkout, and the total cannot fall below zero.
The voucher is valid only for an order placed with the same email address it was sent to, and it cannot be transferred to another person.
The voucher is valid for 7 days. If you received it before we open orders, the period runs from the day we open them, and we will let you know by email. Otherwise the period runs from the day you received the voucher. The starting day is not counted, and the voucher is valid until the end of the last day, Bulgarian time. For example, if the period runs from 10 November, the voucher is valid until the end of 17 November. The exact date is in the email with the voucher or, if you received it before orders opened, in the email in which we let you know.
Only one voucher can be used per order. The voucher cannot be exchanged for cash, and any unused part of its value is not refunded.
If you withdraw from the contract (section 12) or it is terminated, we refund the amount you actually paid, and the voucher counts as used. If we cancel the order for a reason on our side, we reinstate the voucher until the end of its validity period.

6b. Partner clinic code

Clinics and practitioners who partner with us give their patients a code. You enter it at checkout in the “Discount code” field, and a single test comes at the price you see at checkout before you press the order button. The price of bundles does not change.
Below the field at checkout you see which clinic the code belongs to. The clinic is our partner and receives a reward from us for the referral; the price you pay is the one shown at checkout.
The code cannot be combined with a voucher (section 6a): one order has either a clinic code or a voucher.
The code is for the clinic's patients. It may not be published on discount websites or groups. We may stop or change a code that has become public; an order you have already placed with it keeps its price.
With the code, the order is marked as referred by the clinic. The clinic sees the number of tests, the dates and the amounts of the orders with its code, without names. It sees the stage of your test, your answers and your report only if you give separate consent in your account (Privacy Policy, section 16).

7. Delivery

We deliver with Econt to an office, an Econtomat locker or an address anywhere in Bulgaria, within 2 working days of the order confirmation — usually on the next working day.
Please inspect the parcel on receipt. If there is visible damage, note it with the courier and write to us. If the kit arrives with broken packaging, do not use it — we will send you a new one at no charge.
The risk of loss of or damage to the goods passes to you when you or a person designated by you receive the parcel.
If you refuse to accept a cash-on-delivery order, this is treated as withdrawal from the contract for the untouched products in it (section 12).

8. The test step by step

You receive the kit. When we ship it, we email you its BS code, and the health questionnaire unlocks in your account.
You complete the questionnaire — it matters for the accuracy of the analysis — and give the explicit consent for the health data.
You take the sample at home exactly as described in the kit's instructions.
You return the sample to us in Bulgaria with Econt, free of charge: the courier collects it from you or you drop it at an Econt office. From there we send it to the laboratory in India with the BS code only.
The report will be in your account no later than 16 working days after we receive your sample. When it is ready, you will receive an email, and the report will be in your account.

If the report is delayed beyond the usual time (for example because of the laboratory or transport), we will notify you of the new date. If you do not agree with it, you can withdraw from the test and we will refund the full amount for it.

When the sample goes to the laboratory. If you requested at checkout that the analysis begins straight away, we send the sample to the laboratory as soon as we receive it. If you did not, we send it after the 14-day withdrawal period ends — and the deadline for the report (section 8.5) then runs from that day. You give the consent for your health data in the questionnaire; without it the analysis does not start.

A test for another adult. If you buy the test for another adult, you send them an invitation from “My tests”. They accept it with their own account, give the explicit consent for their health data themselves and fill in the questionnaire, and the report is in their account only. You see only the delivery. You can also choose to fill in the questionnaire and receive the report yourself: they then give their explicit consent with a button in the email we send them, and can withdraw it at any time. By giving us another person's email, you confirm that they know you are buying the test for them and that we may write to them about it. The invitation is valid for 14 days; until it is accepted, you can cancel it or send a new one. You remain the party to the contract and the holder of the rights under it — withdrawal and complaints.

If the laboratory finds that the sample is unusable for analysis, we will notify you. What happens next depends on the reason:

The reason is on your side — for example the sample is insufficient or contaminated, the liquid in the container has been spilled, or the instructions for taking and sending the sample were not followed. We send you a new kit at no charge — once per test; every further kit costs €40 (delivery and the return of the sample remain free). The amount for the test is not refunded, because the kit has already been used.
The reason is on our side — for example a defective kit, a sample damaged or lost in transport after you handed it to the courier, or a laboratory error. We send you a new kit at no charge and, if the analysis still cannot be performed, we refund the amount for the test.

9. The report

The report is in Bulgarian, unless the product description states otherwise. It is prepared by the laboratory through bioinformatic analysis and comparison with its reference databases.
The results are individual and reflect your microbiome at the time the sample was taken. We do not promise a specific health outcome from following the recommendations.
The report is for your personal use. You may share it with your doctor or another specialist.

10. The personalised probiotic

The probiotic is prepared according to your report, so it can only be ordered after the gut test — together with it in a bundle or later, once the report is ready. The course lasts 12 weeks.
It is a food supplement, not a medicine, and does not replace a varied diet. Follow the directions for use and storage on the label. If you are pregnant, breastfeeding, have a weakened immune system or take medication, consult a doctor before use.
Because it is made according to your individual results, the probiotic cannot be returned on withdrawal (section 12) — your rights in case of a defect remain (section 13).

11. Bundles

The products in a bundle are delivered together. For example, with the “now and after 3 months” bundle you receive both kits at once, and you decide when to take the second test. Each product in the bundle is subject to its own rules under these terms.
A bundle is one product with one price. You can withdraw from a bundle only as a whole — within 14 days of receiving it and only if all kits in it are unopened; we then refund the full amount paid. If any kit in the bundle has been opened, the bundle cannot be returned (Art. 57(5) ЗЗП).

12. Right of withdrawal

You can withdraw from the contract without giving a reason within 14 days of the day on which you, or a person designated by you (other than the courier), receive the goods. For an order with a test, the period runs from the day you receive the kit; for several goods delivered separately — from receipt of the last one. If the contract is for a service only — from its conclusion.
How: quickest online — “Withdraw from the contract here” (the link is in the footer of every page): enter your name, order number and email, press “I confirm the withdrawal” and you immediately receive an email confirmation with the date and time. You can also send an unequivocal statement to info@bugspeaks.bg or a letter to the company's address, including using the standard form on the “Right of withdrawal and returns” page.
We refund all amounts received from you, including for delivery to you, within 14 days of receiving the statement, using the same means of payment you used, unless we agree otherwise. We may withhold the refund until we receive the goods back or until you show us that you have sent them.
Return the goods within 14 days of the statement — the kit with its sealed packaging intact. The direct costs of returning them are borne by you. You are liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics. If the returned kit turns out to have been opened, the amount for the test is not refunded (see the next point).
The right of withdrawal does not apply to: the test, once you have opened the kit — the kit contains sealed, sterile consumables for a biological sample, once opened it cannot be returned for reasons of hygiene and health protection (ЗЗП, Art. 57, point 5), and without it the analysis cannot be performed; we therefore refund the test only for an unopened kit; the personalised probiotic — it is made according to your individual results (ЗЗП, Art. 57, point 3); the analysis once it has been fully performed — if the analysis began at your express request and you confirmed that you know you lose the right of withdrawal once it has been fully performed (ЗЗП, Art. 57, point 1).
If your right of withdrawal from the analysis has not lapsed and you asked for the analysis to begin before the end of the 14-day period, then if you withdraw before it is completed, you owe an amount proportionate to what was performed up to the time of withdrawal (ЗЗП, Art. 55(5)).
If you withdraw from the test, the personalised probiotic ordered with it in a bundle is also cancelled — at no cost to you.

13. Conformity and complaints

We are liable for any lack of conformity of the goods with the contract that exists at delivery and becomes apparent within two years of it, under the Bulgarian Act on the Supply of Digital Content and Digital Services and the Sale of Goods (ЗПЦСЦУПС). A lack of conformity that becomes apparent within one year of delivery is presumed to have existed at delivery. You choose whether the goods are repaired or replaced — free of charge and within a reasonable time, up to one month; where that is impossible or inappropriate — a price reduction or termination of the contract. The EU harmonised notice on the legal guarantee is on the “Right of withdrawal and returns” page and at checkout.
We accept complaints at info@bugspeaks.bg, by phone or at the company's address. Describe the problem and give the order number; a photo helps. We will email you a confirmation with the number under which the complaint is entered in the register, the date and the product or service, and we will resolve it within one month.
If the service (the analysis or the report) is not performed in accordance with the contract — for example the report concerns someone else's sample or is incomplete — we will correct it at no extra charge and, if that is not possible, refund what you paid for it. A complaint about the service can be made within two years, but no later than 14 days after you discover the lack of conformity.
We keep a register of complaints, as required by law.

14. Liability

We are liable for the performance of the contract in accordance with the law. Nothing in these terms limits or excludes your rights as a consumer or our liability that cannot be limited by law. We are not liable for delay or non-performance caused by force majeure (section 17).

15. Intellectual property

The texts, images, videos and design of the site are protected by copyright and belong to us or our partners. BugSpeaks® is a trademark of Leucine Rich Bio Pvt Ltd. You may view them and share them with a link to the site, but you may not copy them or use them for commercial purposes without written permission.

16. Personal data

The processing of personal data is governed by the Privacy Policy. Health data is processed only with your explicit consent. The analysis is carried out in India; the laboratory receives the data only under the test code, under the European Commission's Standard Contractual Clauses.

17. Force majeure

We are not liable for delay or non-performance caused by unforeseeable and insurmountable circumstances beyond our control — for example natural disasters, epidemics, military action, decisions of public authorities or disruption of transport. We will notify you without delay. If the circumstance lasts more than 30 days, either party may terminate the contract, and we will refund the full amount for the products we have not delivered and the analyses we have not performed.

18. Disputes

If something is wrong, please write to us first at info@bugspeaks.bg — we will do everything to resolve it quickly. If we cannot agree, you can turn to the conciliation commissions for alternative resolution of consumer disputes at the Commission for Consumer Protection (КЗП): www.kzp.bg, 1 Vrabcha St. (ул. „Врабча“ № 1), floors 3–5, Sofia 1000, tel. 0700 111 22. Disputes not resolved by agreement are decided by the court that has jurisdiction under the law. If you live in another EU country, you can also bring proceedings before the courts where you live.

The European Online Dispute Resolution platform (ODR) was discontinued as of 20 July 2025 (Regulation (EU) 2024/3228).

19. Changes to these terms

We may change these terms, for example when our services or the law change. Changes apply only to orders placed after they are published. For each order, the version of the terms in force at the time of the order applies — we keep a record of which version you accepted.

20. Final provisions

These terms and the contracts concluded through the site are governed by Bulgarian law, without prejudice to the mandatory consumer protection rules of the country where you live.
If any clause proves invalid, this does not affect the others.
The terms are drawn up in Bulgarian. The English translation is for convenience; if the two texts differ, the interpretation more favourable to the consumer applies.