Terms of service

Version: v5.4
Last updated: July 25, 2026

These Terms of Service govern access to and use of the Terra Ross websites, online stores, customer accounts, products, content and related services.

Merchant: Terra Ross Ltd.
Bulgarian company name: ТЕРАРОС ЕООД
Unified Identification Code (UIC): 201730901
VAT identification number: BG201730901
Registered office: 7 Panayot Hitov Street, Floor 2, 7200 Razgrad, Bulgaria
Correspondence and operational address: Business Zone Peristar, 3 Mebelna Street, 7200 Razgrad, Bulgaria
Email: info@terra-ross.com
Telephone: +49 177 159 2737

These Terms apply to the following websites and their regional versions, language versions, subdirectories and related online store pages:

  • terra-ross.com;
  • terra-ross.eu;
  • terra-ross.uk;
  • terra-ross.de;
  • terra-ross.ch;
  • terra-ross.fr;
  • terra-ross.it;
  • terra-ross.es;
  • truffles.bg;

Overview

The terms “Terra Ross”, “we”, “us” and “our” refer to Terra Ross Ltd.

The terms “you” and “your” refer to any natural person or legal entity that accesses a Terra Ross website, creates an account, places an order or otherwise uses the services made available through the websites.

Terra Ross operates the websites and online stores, including the information, content, features, tools, products and customer services made available through them, collectively referred to as the “Services”. The online stores are hosted and technically supported by Shopify.

These Terms of Service, together with the policies and product information incorporated by reference, describe the rights and responsibilities that apply when you use the Services or place an order.

By accessing the Services, creating an account or submitting an order, you agree to these Terms and acknowledge the applicable:

If you do not agree with these Terms, you should not use the Services or place an order.

Nothing in these Terms excludes, limits or replaces any mandatory right or remedy provided to a Consumer under applicable law.

1. Consumers and Business Customers

A “Consumer” is a natural person acting primarily for purposes outside their trade, business, craft or profession.

A “Business Customer” is a natural person or legal entity acting for purposes connected with a trade, business, craft or profession. Business Customers may include restaurants, chefs, caterers, distributors, retailers, manufacturers and other food professionals.

Some provisions of these Terms apply differently to Consumers and Business Customers.

Mandatory consumer rights apply only where the purchaser qualifies as a Consumer under the applicable law.

Wholesale, private-label, customised, palletised, bulk and separately negotiated B2B orders may be governed by an accepted quotation, supply agreement, purchase order, pro forma invoice, commercial invoice, Incoterm or other written commercial arrangement.

Where a specific written B2B term conflicts with these general Terms, the specific written and accepted term will apply to the relevant Business Customer order.

2. Eligibility, Access and Customer Accounts

You may use the Services and place an order only if you have the legal capacity to enter into a binding contract.

If you are under the age of majority applicable in your country, you may use the Services only with the involvement and consent of a parent or legal guardian.

You may be required to provide information including:

  • your full name;
  • email address;
  • telephone number;
  • billing address;
  • delivery address;
  • company and VAT information;
  • payment and transaction information.

You confirm that the information you provide is accurate, current and complete and that you are authorised to provide and use it.

You are responsible for maintaining the confidentiality of your account credentials and for activity performed through your account.

You must notify Terra Ross promptly if you believe that your account has been accessed or used without authorisation.

You may not sell, transfer, assign or license your customer account to another person without the prior written consent of Terra Ross.

3. Product Information and Natural Variation

Terra Ross makes reasonable efforts to provide accurate information concerning:

  • product names and descriptions;
  • truffle species;
  • commercial grades;
  • product formats and quantities;
  • product weights;
  • ingredients and allergens;
  • storage and use instructions;
  • photographs and videos;
  • prices and availability.

Fresh truffles, mushrooms and other natural products may vary naturally in size, shape, colour, surface condition, internal marbling, maturity, aroma, moisture content and general appearance.

Product photographs are representative unless a product page expressly states that the photograph shows the specific product being sold. Photographs do not guarantee that every individual natural product will look identical.

Commercial truffle grades are selection categories used to describe intended quality, appearance and culinary application. Unless expressly stated otherwise, these categories are not universal statutory classifications used identically by every supplier.

Products sold by weight are prepared according to the ordered quantity and any expressly stated tolerance.

Fresh natural products may lose a limited amount of moisture and weight after packing and dispatch. Reasonable natural moisture loss does not by itself mean that a product is defective or not in conformity.

Terra Ross may update product descriptions, specifications, packaging or presentation where reasonably necessary, provided that the product delivered remains in conformity with the accepted order and applicable law.

4. Product Availability and Seasonal Supply

All products are subject to availability. Adding a product to the shopping cart does not reserve stock.

Fresh truffles are seasonal products. Availability may change rapidly because of:

  • harvest volume;
  • weather conditions;
  • maturity and species season;
  • quality inspection;
  • market supply;
  • food-safety considerations.

Terra Ross may discontinue products or limit quantities by customer, order, destination or sales channel because of seasonal supply, stock limitations, quality requirements, legal restrictions or operational considerations.

If an ordered product becomes unavailable after an order is submitted, Terra Ross may contact the customer and offer:

  • a later dispatch date;
  • an alternative product, size or commercial grade;
  • a partial shipment;
  • removal and refund of the unavailable item;
  • cancellation and refund of the affected order.

Terra Ross will not replace an ordered product with a materially different product without the customer's consent.

5. Orders and Contract Formation

Submitting an order constitutes an offer to purchase the selected products under these Terms.

An automated order confirmation confirms that Terra Ross has received the order. It does not necessarily mean that the order has been accepted.

A sales contract is formed when Terra Ross:

  • sends an express order-acceptance confirmation; or
  • sends confirmation that the order has been dispatched,

whichever occurs first.

Terra Ross may decline or cancel an order before acceptance where reasonably necessary, including because of:

  • unavailable stock;
  • an obvious pricing or product-information error;
  • failed, reversed or unauthorised payment;
  • suspected fraud, abuse or unlawful activity;
  • delivery, export, customs or import restrictions;
  • food-safety or temperature-sensitive delivery concerns;
  • incorrect or incomplete customer information;
  • quantities inconsistent with available seasonal stock;
  • circumstances outside the reasonable control of Terra Ross.

If Terra Ross cancels an order after payment has been received, the amount paid for the cancelled products and any applicable related delivery charges will be refunded.

Customers should review all order information carefully before submitting the order.

A cancellation request cannot be guaranteed after an order has been accepted or preparation has begun, particularly where the order contains fresh, frozen, personalised, specially sourced or custom-prepared products.

This does not restrict any applicable mandatory cancellation or withdrawal right.

6. Prices, VAT, Import Charges and Billing

Prices are displayed in the currency applicable to the selected market.

The final product price, applicable VAT, delivery charge and other mandatory amounts payable through checkout will be displayed before the order is submitted.

Prices, discounts and promotions may change without prior notice. The price applicable to an accepted order is normally the price shown during checkout when the order was submitted, except where there is an obvious error.

European Union

For deliveries within the European Union customs and VAT territory, applicable VAT is calculated according to the destination, customer status and checkout tax rules.

Deliveries between addresses within the EU customs territory are normally not subject to import customs duties.

Certain islands, territories or destinations outside the standard EU customs or VAT territory may be subject to different tax, customs and delivery conditions.

United Kingdom — DHL Express DTP

All Terra Ross online orders delivered to the United Kingdom are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

The final checkout amount includes the applicable standard:

  • product price;
  • DHL Express delivery charge;
  • import customs duties;
  • UK import VAT;
  • standard customs-clearance charges assessed for the shipment.

The recipient should not normally be required to pay standard import duties, import VAT or standard customs-clearance charges upon delivery.

Switzerland — DHL Express DTP

All Terra Ross online orders delivered to Switzerland are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

The final checkout amount includes the applicable standard:

  • product price;
  • DHL Express delivery charge;
  • customs duties;
  • Swiss import VAT;
  • standard customs-clearance charges assessed for the shipment.

The recipient should not normally be required to pay standard customs duties, Swiss import VAT or standard customs-clearance charges upon delivery.

United States, Canada and Japan — DHL Express DTP

Terra Ross delivers eligible orders to the United States, Canada and Japan exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

Due to the longer international transit times, customs-clearance procedures and the possibility of regulatory inspections, deliveries to these countries are limited to eligible canned, jarred, preserved and dried products that are suitable for ambient transport.

Fresh truffles, other fresh products, frozen truffles and other frozen products cannot be delivered to the United States, Canada or Japan.

The final checkout amount for an eligible order includes the applicable standard:

  • product price;
  • DHL Express delivery charge;
  • import customs duties, where applicable;
  • import sales tax, GST, consumption tax or other standard import tax, where applicable;
  • standard customs-clearance charges assessed for the shipment.

The recipient should not normally be required to pay standard import duties, standard import taxes or standard customs-clearance charges upon delivery.

Product availability for each destination is determined by the products displayed as available for purchase and delivery during checkout. Terra Ross may decline or cancel an order where a product cannot lawfully or safely be imported into the destination country.

Customs Information and Exceptional Charges

DHL or the relevant customs authority may request identification, confirmation of recipient details, importer information or other documents required to complete customs clearance.

The recipient must provide accurate information and respond promptly to legitimate customs-clearance requests.

A request for information does not mean that the shipment is not using DTP and does not necessarily mean that an additional payment is required from the recipient.

The DHL Express DTP service covers the applicable standard import duties and taxes billed to Terra Ross for a correctly documented shipment completed under normal customs and delivery conditions.

DTP does not cover exceptional charges caused by:

  • incorrect or incomplete customer information;
  • address changes requested after dispatch;
  • recipient absence or delayed collection;
  • refusal of delivery;
  • failure to provide requested customs or importer information;
  • extended customs or courier storage;
  • additional delivery attempts;
  • return transportation or disposal;
  • special services requested by the recipient;
  • non-routine permits, licences, inspections or procedures caused by the recipient or by inaccurate information supplied for the order.

If DHL requests payment of standard import duties, standard import taxes or standard customs-clearance charges from the recipient for a Terra Ross DTP shipment, the recipient should contact Terra Ross before making the payment.

Invoices

Customers who require an invoice must provide complete and accurate billing information during checkout whenever possible.

The required billing information may include:

  • the customer's or company's full legal name;
  • the complete billing address;
  • the company registration number;
  • the VAT identification number, where applicable;
  • any other information required for the correct issue of the invoice.

If an invoice was not requested during checkout, the customer must submit a written invoice request to info@terra-ross.com no later than five calendar days after delivery of the order.

The invoice request must include:

  • the order number;
  • the customer's or company's full legal name;
  • the complete billing address;
  • the company registration number, where applicable;
  • the VAT identification number, where applicable;
  • any additional billing information required for the invoice.

Invoice requests received after the five-calendar-day period may be declined, particularly where the request requires a change to the customer name, company name, billing address, company registration number, VAT identification number or other billing information connected with the completed order.

This five-calendar-day administrative request period does not limit any obligation of Terra Ross to issue, replace or correct an invoice, credit note or other tax document where required by applicable accounting or tax law.

Invoices and credit notes are issued in accordance with applicable Bulgarian accounting and tax legislation and within the relevant statutory deadlines.

The customer is responsible for ensuring that all billing information supplied to Terra Ross is accurate, complete and submitted within the required period.

Once an invoice has been issued, changes to the customer name, company name, billing address, company registration number, VAT identification number or other invoice details may be made only where legally and technically possible and in accordance with the applicable document-correction procedure.

7. Payment

The available payment methods are displayed during checkout and may vary according to country, currency, order value, product type and customer status.

You confirm that you are authorised to use the selected payment method and that the payment information provided is accurate.

Transactions may be processed by third-party payment providers. Terra Ross does not store complete payment-card details where the information is processed directly by the payment provider.

If payment is declined, reversed, charged back or otherwise not completed, Terra Ross may:

  • suspend preparation of the order;
  • request another payment method;
  • cancel the order;
  • restrict future orders where misuse or fraud is reasonably suspected.

Business Customers remain responsible for all amounts due under an accepted order, including separately agreed delivery, customs, storage, handling or production costs.

8. Shipping Services

Available shipping services, processing times, dispatch schedules, estimated transit times, free-shipping thresholds, protective packaging requirements and destination-specific conditions are described in the Shipping and Delivery Policy.

The available courier and delivery service depend on:

  • the destination country and postcode;
  • the type of products included in the order;
  • whether expedited delivery is required;
  • the parcel weight and dimensions;
  • the required product-specific protective or insulated packaging;
  • current courier, route and local delivery-service availability;
  • applicable customs, import and food-safety requirements.

Deliveries Within Bulgaria

Orders delivered within Bulgaria are normally shipped using Econt express delivery.

Econt may be used for fresh, frozen, canned, jarred, dried and other products. Fresh and frozen products are accepted for Econt delivery only where Terra Ross considers the selected service, delivery route, expected transit time and product-specific insulated packaging suitable for the products included in the order.

Terra Ross may use another suitable domestic courier or delivery provider where reasonably necessary because of:

  • the destination or postcode;
  • parcel weight or dimensions;
  • the products included in the order;
  • temporary service restrictions;
  • courier availability;
  • operational or food-safety considerations.

The available delivery service, delivery price and estimated transit time will be displayed during checkout or confirmed before dispatch.

Where delivery is made to an Econt office, courier office, parcel point or another collection location, the customer must collect the shipment promptly after receiving notification that it is available.

Deliveries to Other European Union Countries

For deliveries to European Union countries other than Bulgaria:

  • fresh products are normally shipped by DHL Express or another suitable expedited courier selected by Terra Ross, in product-specific insulated packaging appropriate to the product and expected journey;
  • frozen products are normally shipped by DHL Express or another suitable expedited courier selected by Terra Ross, in product-specific insulated packaging appropriate to the product and expected journey;
  • eligible canned, jarred, dried and other ambient products may be shipped by DHL Express, FedEx road/economy delivery or another suitable local, regional or international courier.

FedEx road/economy delivery is a slower land-based service intended only for products that remain stable under normal ambient transport conditions.

FedEx road/economy delivery is not used for fresh or frozen products.

In certain European Union countries, Terra Ross may use a suitable local or regional courier where this provides an appropriate and reliable delivery service for the destination.

A local or regional courier or delivery partner may be used:

  • for the complete delivery route;
  • for domestic transport within the destination country;
  • for the final stage of delivery after an international courier transfers the parcel to a local partner;
  • where DHL or FedEx service is unavailable, restricted or unsuitable for the destination;
  • where a local service provides a more appropriate delivery route or collection option.

Any courier selected for fresh or frozen products must provide an expedited service that Terra Ross considers appropriate for the product type, destination and expected transit time. Fresh and frozen products are packed in product-specific insulated packaging appropriate to the product and expected journey.

The use of insulated packaging does not mean that the courier provides continuously monitored refrigerated or frozen transport or a guaranteed temperature-controlled service.

The use of a local courier or delivery partner does not change the customer's mandatory legal rights or the product-conformity obligations of Terra Ross.

Terra Ross will not intentionally replace a specific premium delivery service purchased by the customer with a materially slower service without the customer's agreement, except where the change is reasonably necessary to complete delivery because of circumstances outside the reasonable control of Terra Ross.

Deliveries to the United Kingdom

All Terra Ross orders delivered to the United Kingdom are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

This applies to fresh, frozen, canned, jarred, dried and other ambient products.

Econt, FedEx road/economy delivery and other local courier services are not offered as alternative shipping methods for orders delivered to the United Kingdom.

Deliveries to Switzerland

All Terra Ross orders delivered to Switzerland are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

This applies to fresh, frozen, canned, jarred, dried and other ambient products.

Econt, FedEx road/economy delivery and other local courier services are not offered as alternative shipping methods for orders delivered to Switzerland.

Deliveries to the United States, Canada and Japan

Eligible orders delivered to the United States, Canada and Japan are shipped exclusively by DHL Express using the Duties & Taxes Paid (DTP) service.

Due to the longer international transit times, customs-clearance procedures and the possibility of regulatory inspections, Terra Ross delivers only eligible canned, jarred, preserved and dried products suitable for ambient transport to these countries.

Fresh truffles, other fresh products, frozen truffles and other frozen products cannot be delivered to the United States, Canada or Japan.

Products displayed as unavailable for the selected destination cannot be ordered for delivery to that destination. Terra Ross may cancel and refund an affected item where an import, food-safety or courier restriction prevents lawful delivery.

FedEx road/economy delivery, Econt and local European courier services are not available as alternative shipping methods for orders delivered to the United States, Canada or Japan.

Mixed Orders

Where an order includes both temperature-sensitive and ambient products, the complete order will normally be shipped by express courier in product-specific insulated packaging suitable for the temperature-sensitive products.

Terra Ross may agree to split the shipment where this is operationally appropriate.

An order for delivery to the United States, Canada or Japan cannot include fresh or frozen products. Any ineligible product must be removed before the order can be accepted.

Courier Selection and Tracking

The courier used for an order may depend on the products, destination, delivery route, parcel characteristics and service availability at the time of dispatch.

Where more than one suitable delivery option is available, the customer may select from the services displayed during checkout.

Where only one suitable delivery service is available, Terra Ross may select the courier required to complete the delivery safely and efficiently.

The courier shown at checkout may use an affiliated company, subcontractor or local last-mile delivery partner to complete part of the delivery route.

After dispatch, the customer will receive tracking information for DHL, FedEx, Econt or the relevant local or regional courier.

All processing and transit times are estimates and are not guaranteed.

9. Delivery, Customer Information and Passing of Risk

The customer must provide:

  • a complete and accurate delivery address;
  • the correct postcode;
  • a valid telephone number;
  • a valid email address;
  • any company, tax, customs or local delivery information required for the shipment.

The customer is responsible for monitoring the courier tracking information and ensuring that the shipment can be received or collected without unnecessary delay.

Consumers

Where Terra Ross arranges delivery to a Consumer, the risk of loss or damage passes to the Consumer when the Consumer, or a third party designated by the Consumer other than the carrier, takes physical possession of the products.

If a Consumer independently appoints a carrier that was not offered by Terra Ross, risk may pass when the products are handed to that carrier, subject to mandatory law.

Business Customers

For Business Customers, delivery, ownership and risk are governed by the applicable quotation, invoice, Incoterm or other written commercial arrangement.

Where no separate written arrangement applies, risk passes when the order is delivered to the Business Customer or its designated recipient.

10. Receipt, Inspection and Storage

Fresh and frozen products must be received, inspected and stored promptly after delivery or collection.

The customer is responsible for monitoring the tracking information supplied by DHL, FedEx, Econt or the relevant local or regional courier.

Please inspect the parcel and products immediately upon receipt.

Contact Terra Ross promptly and, where practical, within 24 hours if:

  • the external parcel or internal packaging is visibly damaged;
  • the packaging is leaking, swollen, unsealed or otherwise compromised;
  • an incorrect product was delivered;
  • an item included in the confirmed order is missing;
  • a frozen product arrived thawed or partially thawed;
  • a fresh product shows a significant and documented problem upon arrival;
  • a product appears unsafe, defective or otherwise not in conformity with the order;
  • the courier tracking information shows a substantial or unexplained delivery delay.

Please provide:

  • the order number;
  • the tracking number or shipment reference provided by DHL, FedEx, Econt or the relevant courier;
  • clear photographs of the external parcel;
  • photographs of the shipping label;
  • photographs of the internal packaging;
  • photographs or video showing the affected product;
  • a short description of the reported problem.

Do not consume or use a product that appears unsafe.

Photograph the product immediately and retain it only where safe and practical, following the applicable storage instructions, until Terra Ross provides further guidance.

If retaining the product would create a hygiene or safety risk, document the issue before disposing of it.

The request for prompt notification and supporting evidence helps Terra Ross investigate the order and the handling of the shipment by the relevant courier. It does not remove or shorten any mandatory legal right or statutory complaint period.

Customers must follow the storage, preparation, use and shelf-life instructions supplied with the product or displayed on its label or product page.

11. Returns, Withdrawal and Refunds

Return eligibility, withdrawal procedures, non-returnable products, refund deadlines and complaint procedures are described in the Return and Refund Policy.

Fresh and Frozen Products

Fresh, refrigerated and frozen products are not eligible for ordinary change-of-mind withdrawal returns because they are perishable or temperature-sensitive products whose condition, storage history and temperature history cannot be verified after delivery.

This exclusion does not restrict mandatory rights concerning a product that was damaged, incorrect, defective, unsafe or otherwise not in conformity when delivered.

Eligible EU and UK Ambient Products

Consumers in the European Union and the United Kingdom may exercise an applicable statutory right of withdrawal for eligible unopened canned, jarred, dried and other ambient products, subject to the Return and Refund Policy.

To qualify for an ordinary withdrawal return, the applicable food-safety or tamper-evident seal must remain intact and the product must not have been opened, unsealed, used or sampled.

Orders Delivered to Switzerland

Terra Ross does not offer a voluntary right of withdrawal, cancellation, exchange or change-of-mind return for orders delivered to Switzerland.

This restriction applies to all products delivered to Switzerland, including unopened canned, jarred, dried and other ambient products.

Swiss customers must not return products unless Terra Ross has expressly authorised the return in connection with a complaint concerning a damaged, incorrect, defective, unsafe or non-conforming product.

This restriction does not remove any mandatory rights concerning goods that were damaged, defective, incorrect or not in conformity with the accepted order.

12. Product Conformity and Consumer Remedies

Consumers have the statutory rights and remedies provided by applicable law when goods do not conform to the sales contract.

Nothing in these Terms replaces, restricts or excludes a mandatory right relating to:

  • repair, where appropriate;
  • replacement;
  • price reduction;
  • refund;
  • another remedy required under applicable law.

Natural characteristics clearly disclosed before purchase, including reasonable variation in the shape, size, colour, surface, marbling, moisture and appearance of truffles, do not by themselves constitute non-conformity.

A commercial quality grade does not guarantee that every natural product will have identical dimensions, shape or internal appearance.

13. Food Information, Allergies and Product Use

Ingredient, allergen, storage, durability, preparation and use information is provided on the product label or product page where applicable.

Customers with allergies, intolerances or specific dietary requirements must review the available information before ordering and contact Terra Ross where clarification is required.

Products must be transported after receipt, stored, prepared and used according to:

  • the product label;
  • the product page;
  • the applicable storage instructions;
  • the stated shelf-life or use-by date;
  • reasonable food-safety practices.

Terra Ross is not responsible for harm caused by storage, handling, preparation or use contrary to the supplied instructions or intended purpose, except where liability cannot legally be excluded.

14. Intellectual Property

The Services and their original content are owned by, licensed to or lawfully used by Terra Ross.

Protected content may include:

  • the Terra Ross name and logos;
  • product descriptions;
  • articles, guides and recipes;
  • photographs and videos;
  • graphics and illustrations;
  • page designs and layouts;
  • databases and catalogues;
  • downloadable documents;
  • software and technical elements.

The content is protected by applicable Bulgarian, European Union and international copyright, trademark, database and intellectual-property laws.

You may access and use the websites for personal, informational and lawful business-evaluation purposes.

You may not reproduce, republish, distribute, translate, modify, scrape, sell, license or commercially exploit protected content without prior written permission, except where such use is permitted by applicable law.

Third-party trademarks, including Shopify and courier trademarks, remain the property of their respective owners.

15. Reviews, Feedback and User Content

If you submit a review, photograph, video, question, suggestion or other material, collectively referred to as “User Content”, you confirm that:

  • you own the content or have permission to submit it;
  • the content is accurate and based on a genuine experience where represented as such;
  • you disclose any material incentive or compensation connected with the content;
  • the content does not infringe the rights of another person;
  • the content is not unlawful, abusive, defamatory, misleading, obscene or malicious.

You grant Terra Ross a non-exclusive, worldwide and royalty-free licence to host, reproduce, translate, format, publish and display the User Content in connection with operating, promoting and improving the Services.

This licence is subject to applicable copyright, privacy and data-protection rights.

Terra Ross may moderate, reject or remove User Content that violates these Terms, applicable law or relevant platform policies.

Terra Ross is not required to publish or respond to every submission.

16. Shopify and Third-Party Services

The Terra Ross online stores are hosted and supported by Shopify.

Sales contracts for Terra Ross products are concluded between the customer and Terra Ross Ltd., not Shopify.

The Services may also provide access to tools or services operated by third parties, including:

  • payment providers;
  • courier and tracking systems;
  • customer review platforms;
  • chat and support tools;
  • email and marketing services;
  • account and authentication services.

Third-party services are governed by their own terms and privacy policies.

Terra Ross is not responsible for third-party services to the extent that they are outside its reasonable control. This does not affect any responsibility that Terra Ross cannot legally exclude.

17. Third-Party Links

The websites may contain links to third-party websites or external services.

Links are provided for information or convenience and do not necessarily represent an endorsement, recommendation, partnership or guarantee.

Terra Ross does not control third-party websites and is not responsible for their content, security, availability or privacy practices, except where responsibility cannot legally be excluded.

18. Privacy and Personal Data

Personal data is processed according to the Privacy Policy and applicable data-protection law, including the General Data Protection Regulation where applicable.

Terra Ross may retain information where necessary for:

  • processing and documenting orders;
  • accounting and taxation;
  • payment and fraud prevention;
  • food traceability;
  • regulatory compliance;
  • product complaints and legal claims;
  • security and legitimate business records.

Where retention is no longer required, personal data will be deleted, anonymised or restricted according to applicable law.

19. Errors, Inaccuracies and Corrections

The Services may occasionally contain typographical errors, inaccurate information or omissions concerning:

  • product descriptions and species;
  • commercial grades;
  • prices and discounts;
  • shipping charges;
  • transit times;
  • stock availability;
  • other product or service information.

Terra Ross may correct errors and update information at any time.

If an error materially affects an order that has already been submitted, Terra Ross will contact the customer and provide an appropriate option, which may include:

  • confirming the corrected order;
  • removing the affected item;
  • cancelling the affected order;
  • issuing an applicable refund.

This section will not be used to make arbitrary changes to an accepted Consumer order or remove mandatory legal rights.

20. Prohibited Uses

You may use the Services only for lawful purposes.

You must not:

  • violate applicable law or third-party rights;
  • submit fraudulent, false or misleading information;
  • use stolen or unauthorised payment information;
  • interfere with website security, availability or functionality;
  • upload malware, harmful code or malicious content;
  • scrape or extract data in a manner that damages or overloads the Services;
  • impersonate another person or misrepresent your identity;
  • harass, threaten, abuse or defame another person;
  • use the Services for spam, phishing or unauthorised advertising;
  • circumvent purchase limits, access controls or security measures;
  • use the Services in a way that exposes Terra Ross, Shopify, customers or third parties to unlawful financial, legal or security risk.

21. Account Suspension and Order Restrictions

Terra Ross may suspend an account, restrict access, decline future orders or terminate use of the Services where there is a legitimate reason and to the extent permitted by law.

Reasons may include:

  • material or repeated violation of these Terms;
  • suspected fraud or account misuse;
  • chargeback abuse;
  • false or misleading account information;
  • threatening, abusive or harassing conduct;
  • security risks;
  • unlawful resale, export or product use;
  • failure to pay accepted Business Customer orders;
  • legal, regulatory or court requirements;
  • discontinuation of a service or sales market.

Where reasonably possible and legally appropriate, Terra Ross will provide notice or an opportunity to correct the problem.

Immediate action may be taken where necessary to prevent fraud, unlawful activity, harm or a security risk.

Suspension or termination does not remove obligations relating to accepted orders, amounts due, intellectual property, privacy, liability or dispute resolution.

22. Availability of the Services

Terra Ross aims to keep the Services available and secure but does not guarantee uninterrupted or error-free access.

Website functionality may be suspended, restricted or modified because of:

  • maintenance;
  • security requirements;
  • legal or regulatory compliance;
  • Shopify or third-party platform changes;
  • technical failures;
  • circumstances outside the reasonable control of Terra Ross.

This section does not affect obligations arising from an accepted sales contract or any mandatory consumer right.

23. Liability

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited, including liability for fraud, deliberate misconduct, death or personal injury caused by negligence, or mandatory consumer rights.

Consumers

For Consumers, Terra Ross is responsible for losses that are a foreseeable result of a breach of contract or failure to use reasonable care and skill, subject to applicable law.

Terra Ross is not responsible for losses caused by:

  • incorrect or incomplete customer information;
  • failure to receive or collect a shipment without unnecessary delay;
  • failure to inspect or store a product appropriately after delivery;
  • storage, preparation or use contrary to the product label or instructions;
  • circumstances outside the reasonable control of Terra Ross,

except where mandatory law provides otherwise.

Business Customers

To the maximum extent permitted by law, Terra Ross is not liable to a Business Customer for indirect or consequential loss, loss of profit, loss of revenue, loss of business, loss of opportunity, loss of anticipated savings, loss of goodwill or production interruption.

Unless otherwise agreed in writing or prohibited by law, the total aggregate liability of Terra Ross to a Business Customer arising from an order will not exceed the amount paid for the products giving rise to the claim.

24. Business Customer Responsibility and Indemnity

Business Customers are responsible for complying with applicable requirements concerning resale, storage, traceability, relabelling, repackaging, processing, export and product use.

A Business Customer agrees to indemnify Terra Ross against third-party claims and reasonable costs directly caused by the Business Customer's unlawful:

  • resale or distribution;
  • repackaging or relabelling;
  • storage or handling;
  • export or import;
  • processing or product use,

except to the extent that the claim or cost was caused by Terra Ross.

This section does not impose a disproportionate indemnity obligation on Consumers or restrict mandatory consumer rights.

25. Events Outside Reasonable Control

Neither party is responsible for delay or failure caused by events outside its reasonable control, including:

  • natural disasters or extreme weather;
  • war, terrorism or civil disturbance;
  • epidemics or public-health measures;
  • government actions or border closures;
  • customs or regulatory interruption;
  • labour disputes;
  • transport or courier disruption;
  • energy or communications failure;
  • cyberattacks;
  • failure of essential third-party infrastructure.

The affected party must take reasonable steps to reduce the impact of the event.

If such an event prevents performance for an extended period, the affected unperformed part of the contract may be cancelled subject to applicable law and any required refund.

26. Governing Law and Dispute Resolution

These Terms and contracts concluded through the Services are governed by Bulgarian law.

If you are a Consumer habitually resident in another country, the choice of Bulgarian law does not deprive you of mandatory consumer protections that apply under the law that would otherwise govern your contract.

Consumers may bring proceedings before the courts competent under applicable consumer-protection and private-international-law rules.

For Business Customers, disputes that cannot be resolved amicably will be submitted to the competent Bulgarian courts unless a separate written agreement provides otherwise.

Before beginning formal proceedings, the parties are encouraged to contact each other and attempt to resolve the dispute in good faith.

27. Entire Agreement and Order of Priority

These Terms and the policies incorporated by reference form the general agreement governing access to the Services and online purchases.

Where a product-specific term, accepted quotation, B2B supply agreement, purchase order or promotion condition conflicts with these Terms, the more specific agreed term will apply to the extent of the conflict.

The applicable order of priority is:

  1. mandatory law;
  2. a separately signed or expressly accepted written agreement;
  3. product-specific conditions displayed before purchase;
  4. these Terms of Service;
  5. the general policies incorporated by reference.

28. Severability, Waiver and Assignment

If any provision of these Terms is held to be invalid, unlawful or unenforceable, it will be applied to the greatest extent legally permitted or severed where necessary.

The remaining provisions will continue in effect.

A failure or delay by either party to enforce a right does not waive that right.

You may not transfer your rights or obligations under an accepted order without the written consent of Terra Ross, except where applicable law permits otherwise.

Terra Ross may transfer its rights or obligations as part of a reorganisation, business transfer or service arrangement, provided that this does not reduce mandatory Consumer protections.

29. Languages

The English version of these Terms is the primary source version used by Terra Ross.

Translations may be provided for the convenience of customers in different markets.

Where a translation differs from the English source version, the English version will prevail to the extent permitted by applicable law.

This provision does not override mandatory language, transparency or consumer-protection requirements that apply in the customer's market.

30. Changes to These Terms

The current version of the Terms is published on this page together with its effective date.

Terra Ross may update the Terms to reflect legal, regulatory, operational, security, technical or commercial changes.

Material changes apply from the stated effective date and will not retroactively alter an accepted order unless:

  • the change is required by law;
  • the parties expressly agree to the change;
  • the change benefits the customer without reducing their rights.

Continued use of the Services after an updated version becomes effective constitutes acceptance of the updated Terms for future use and future orders.

31. Contact Information

Questions about these Terms of Service may be sent to:

Terra Ross Ltd.
Registered office: 7 Panayot Hitov Street, Floor 2, 7200 Razgrad, Bulgaria
Correspondence address: Business Zone Peristar, 3 Mebelna Street, 7200 Razgrad, Bulgaria

Email: info@terra-ross.com
Telephone: +49 177 159 2737
UIC: 201730901
VAT identification number: BG201730901