Terms of service
TERMS OF SERVICE
Last updated: October 22, 2026
These Terms of Service (“Terms”) govern access to and use of the Hoskay website, online marketplace, user accounts, Seller Accounts and related services (collectively, the “Platform”).
The Platform is operated by:
Hendex Ltd.
Company registration number: 208780173
VAT number: BG208780173
Registered address: 6 Bratiya Street, Floor 3, 4002 Plovdiv, Bulgaria
Email: office@hoskay.com
Buyer support: support@hoskay.com
Telephone: +359 89 249 6435
In these Terms, “Hoskay”, “we”, “us” and “our” refer to Hendex Ltd.
Hoskay uses Shopify, Webkul and other third-party service providers to operate parts of the Platform.
These Terms consist of:
- Part I — Terms Applicable to All Users
- Part II — Terms Applicable to Buyers
- Part III — Terms Applicable to Sellers
Part I applies to everyone using the Platform. Part II applies additionally to Buyers. Part III applies additionally to Seller Applicants, Sellers and persons acting on their behalf.
Our Privacy Policy, Cookie Policy, Shipping Policy, Returns and Refund Policy, Prohibited Products Policy and any applicable fee schedule or Platform rules form part of the rules governing use of the Platform.
Nothing in these Terms excludes or limits any right or liability that cannot lawfully be excluded or limited.
PART I — TERMS APPLICABLE TO ALL USERS
1. DEFINITIONS
For the purposes of these Terms:
“Buyer” means a person who browses the Platform or purchases a Product through it.
“Consumer” means an individual acting for purposes outside their trade, business, craft or profession.
“Seller” means a company, sole trader or individual lawfully practising a craft or independent profession, approved by Hoskay to offer Products through the Platform.
“Seller Applicant” means a company, sole trader or individual practising a craft or independent profession who applies to become a Seller.
“Seller Account” means an approved account allowing a Seller to manage its shop, Products and Orders.
“Product” means any goods or other items permitted for sale through Hoskay.
“Product Listing” means the description, images, price and other information concerning a Product.
“Order” means an order submitted by a Buyer.
“Sales Contract” means the contract for the sale of a Product concluded between the relevant Seller and Buyer.
“Commission” means the fee payable to Hoskay in connection with a sale.
“Payout” means an amount transferred or made available to a Seller after applicable deductions.
2. ROLE OF HOSKAY
Hoskay operates an online marketplace through which independent Sellers may offer Products to Buyers.
Unless Hoskay is expressly identified as the Seller of a Product:
- Hoskay is not the Seller of that Product;
- the Sales Contract is concluded directly between the Buyer and the relevant Seller;
- the Seller remains responsible for the Product and for fulfilling the Sales Contract.
Hoskay may facilitate Seller registration, Product Listings, Orders, communications, payments, Payouts, refunds, complaints, security, compliance and promotional functionality without becoming the Seller.
The Seller is an independent business and is not an employee, agent, representative, partner or joint-venture partner of Hoskay.
3. ACCOUNTS
Users must provide accurate and current information and keep their account credentials secure.
Users must not:
- impersonate another person or business;
- transfer an account where prohibited;
- use the Platform fraudulently or unlawfully;
- interfere with Platform security;
- misuse another person’s Personal Data;
- circumvent account restrictions or enforcement measures.
Users must notify Hoskay promptly if they suspect unauthorised access to their account.
Hoskay may restrict or suspend an account where reasonably necessary to protect users, the Platform or third parties.
4. ACCEPTABLE USE
The Platform must not be used to:
- commit fraud or other unlawful acts;
- offer or promote illegal content or Products;
- infringe intellectual-property rights;
- distribute malicious code;
- manipulate ratings or reviews;
- harass other users;
- interfere with the operation or security of the Platform;
- submit false or misleading information;
- abuse complaint, refund or payment-dispute procedures.
Hoskay may take proportionate action in response to suspected misuse.
5. INTELLECTUAL PROPERTY
Hoskay owns or is licensed to use the Platform branding, design, software, text and other Hoskay materials.
Users may not reproduce or commercially exploit Hoskay-owned material without permission except where permitted by law.
Third-party content remains the property of its respective owner.
No intellectual-property rights are transferred except for the limited right to use the Platform in accordance with these Terms.
6. REVIEWS AND USER CONTENT
Users must have the right to submit any content they provide through the Platform.
Reviews must reflect genuine experiences.
Users must not submit fake reviews, misleading content, illegal content or material infringing another person’s rights.
By submitting content, the user grants Hoskay a non-exclusive, worldwide, royalty-free licence to host, reproduce, format, display and use that content for purposes connected with operating, improving and promoting the Platform.
Hoskay may remove content that breaches these Terms, Platform rules or applicable law.
7. THIRD-PARTY SERVICES
The Platform may rely on Shopify, Webkul, payment providers, couriers and other third-party services.
Third-party services may be subject to their own terms and policies.
To the extent permitted by law, Hoskay is not responsible for failures caused solely by independent third-party systems outside Hoskay’s reasonable control.
8. PLATFORM AVAILABILITY
Hoskay aims to keep the Platform available and secure but does not guarantee uninterrupted or error-free operation.
Access may be temporarily restricted because of maintenance, technical failures, security incidents, outages affecting service providers, legal requirements or circumstances outside Hoskay’s reasonable control.
9. PERSONAL DATA
Personal Data is processed in accordance with the Hoskay Privacy Policy.
Independent Sellers, Shopify, payment providers and other parties may act as separate data controllers for processing activities for which they determine their own purposes and means.
10. LIABILITY
Nothing in these Terms limits liability where limitation is prohibited by law.
Hoskay remains responsible for obligations directly imposed on it as Platform operator.
Where an independent Seller is identified as the Seller of a Product, that Seller remains responsible for the Product and Sales Contract, including Product description, quality, safety, conformity, packaging, delivery, returns and statutory remedies.
To the extent permitted by law, Hoskay is not liable for loss caused solely by:
- a Seller’s breach of a Sales Contract;
- inaccurate information supplied by a Seller or Buyer;
- an unlawful, unsafe or defective Seller Product;
- independent courier acts or omissions;
- third-party services outside Hoskay’s reasonable control;
- events Hoskay could not reasonably prevent.
Nothing in this section reduces mandatory Consumer rights.
11. CHANGES TO THE PLATFORM OR TERMS
Hoskay may update the Platform or these Terms where reasonably necessary because of legal, technical, security, payment, operational or service changes.
Where applicable, material changes affecting Sellers will be notified in advance in accordance with applicable law.
Changes will not normally apply retroactively to completed Orders.
12. GOVERNING LAW
These Terms are governed by the laws of the Republic of Bulgaria.
Mandatory rights arising under applicable Bulgarian, EU or other Consumer law remain unaffected.
Disputes will be submitted to the competent courts determined under applicable law.
PART II — TERMS APPLICABLE TO BUYERS
13. SELLER IDENTITY AND SALES CONTRACT
The relevant Seller will be identified on the Product Page, Seller profile, Order information or Order confirmation.
Unless Hoskay is expressly identified as the Seller, the Buyer purchases the Product directly from the relevant independent Seller.
A separate Sales Contract may exist for Products supplied by different Sellers in the same checkout.
14. PRODUCT INFORMATION
The relevant Seller is responsible for its Product Listings, including the accuracy of descriptions, images, specifications, availability, safety information and other legally required information.
Reasonable differences in colour or appearance may result from screen settings, photography, materials or handmade production.
Material differences must be disclosed where required.
15. PRICES
The Seller determines Product prices.
Prices must include applicable VAT where required by law.
The applicable Product price, shipping charges and total amount payable will be shown before the Order is submitted.
16. ORDERS
By submitting an Order, the Buyer requests to purchase the relevant Product from the Seller.
The Seller is responsible for Product availability, fulfilment, preparation, dispatch and legally required sales documents.
An Order may be cancelled where fulfilment is impossible, payment fails, fraud is suspected, the delivery address cannot be served, the Product was listed with an obvious error or cancellation is otherwise permitted by law.
Where an Order is cancelled after payment, the applicable amount will be refunded.
17. PAYMENTS
Buyers may use payment methods made available at checkout, which may include card payment, Cash on Delivery or other methods.
Payments may be technically processed by Hoskay, Shopify or an authorised payment provider.
Where Hoskay collects payment for an independent Seller, this does not make Hoskay the Seller.
Payment made by the Buyer through the Hoskay checkout satisfies the Buyer’s payment obligation for the relevant Product amount.
18. SHIPPING
Each Seller generally arranges shipping for its own Products.
Shipping methods, charges and estimated delivery times may vary between Sellers.
Detailed rules are provided in the Shipping Policy and relevant Product or Seller information.
Hoskay does not physically package, store, dispatch or transport Products offered by independent Sellers.
19. MULTI-SELLER ORDERS
Where an Order contains Products from different Sellers:
- Products may be shipped separately;
- delivery times and shipping charges may differ;
- returns may need to be sent to different addresses;
- refunds may be processed separately;
- each Seller is responsible only for its own Products.
20. CONSUMER RIGHT OF WITHDRAWAL
Where the Buyer is a Consumer, the Buyer generally has the right to withdraw from a distance Sales Contract within 14 days, unless a statutory exception applies.
The applicable period and procedure are described in the Returns and Refund Policy.
The Product must normally be returned to the relevant Seller, not to Hoskay, unless Hoskay gives different return instructions.
The Consumer may be responsible for the direct return cost where permitted by law and properly disclosed before purchase.
21. PERSONALISED PRODUCTS
The statutory right of withdrawal may not apply to Products made to the Consumer’s specifications or clearly personalised Products where the legal conditions for the exception are satisfied.
This may include Products created using a Buyer’s photograph, portrait, name, inscription, individual measurements, custom design or other specific instructions.
A Product is not automatically considered personalised merely because it is handmade or produced after the Order is placed.
An exclusion from withdrawal does not remove rights relating to defective, unsafe, damaged, incorrect or otherwise non-conforming Products.
22. DEFECTIVE OR NON-CONFORMING PRODUCTS
The relevant Seller is responsible for ensuring that its Products conform to the Sales Contract.
Where applicable, statutory remedies may include repair, replacement, price reduction, termination of the Sales Contract or refund.
The expiry of the 14-day withdrawal period does not by itself remove statutory rights concerning non-conforming Products.
23. RETURNS AND REFUNDS
Returns, withdrawal requests and refunds are governed by applicable law and the Hoskay Returns and Refund Policy.
The Buyer should contact Hoskay first regarding a return, withdrawal request, refund or Product-related complaint.
Hoskay may review the request, communicate with the relevant Seller and coordinate the applicable process.
The relevant Seller remains legally responsible for the Product, the Sales Contract and any remedy required under applicable Consumer law.
Hoskay may technically process a refund or facilitate communication without assuming the Seller’s underlying legal obligations.
24. BUYER COMPLAINTS
For Product-related complaints, returns, refund requests or Order-related issues, the Buyer should contact Hoskay first.
Hoskay will review the request, communicate with the relevant Seller where necessary and coordinate the appropriate next steps.
The relevant Seller remains legally responsible for the Product, the Sales Contract and any remedy required under applicable Consumer law.
Buyer support: support@hoskay.com
PART III — TERMS APPLICABLE TO SELLERS
25. SELLER ELIGIBILITY
Hoskay accepts applications from companies, sole traders and individuals lawfully practising a craft or independent profession. An individual need not incorporate a company solely to apply, but must complete the registrations applicable to their activity before approval to sell.
Individuals may apply in their own name as craft practitioners or independent professionals. Their legal status and applicable registrations are verified before approval. Calling an activity a hobby does not exempt it from tax, social-insurance, registration or consumer-protection obligations. Hoskay does not offer an unverified private-sales programme.
A Seller must be legally entitled to conduct its business, provide accurate information, complete required verification, hold applicable licences or registrations, comply with tax, accounting, Consumer-protection and Product requirements, and maintain valid contact and payment information.
26. SELLER APPLICATION AND VERIFICATION
Hoskay may request information including legal seller name (registered company or sole-trader name, or the individual seller’s full legal name), legal status, EIK/BULSTAT or equivalent registration number applicable to that status, VAT number, registered or business address, telephone and email, business activity and intended Products, name and role of the person registering, identity information, proof of authority, bank account details and IBAN, licences, permits or Product compliance documents, and other information reasonably necessary for verification.
Submitting an application does not guarantee approval.
Hoskay may approve or reject an application, request additional information or limit permitted Product categories.
Persons acting on behalf of a Seller must be properly authorised.
27. CONTINUING VERIFICATION
Sellers must keep their information accurate and notify Hoskay of material changes, including changes to legal or trading name, business registration, address, legal representatives, VAT status, licences, bank or Payout details and Product categories.
Hoskay may repeat verification where reasonably necessary.
Hoskay may temporarily restrict Listings, Orders or Payouts until requested information has been provided and verified.
28. SELLER ACCOUNT SECURITY
The Seller is responsible for its Seller Account and must limit access to authorised persons.
The Seller must not sell or transfer the Seller Account, allow an unapproved business to operate through it or conceal the identity of the actual business operating the shop.
29. SELLER INFORMATION SHOWN TO BUYERS
Hoskay may display legally or operationally necessary Seller information, including legal or trading name, shop name, business status, business address, registration number, VAT number and business contact information.
Verification documents and banking information will not be publicly displayed merely because they were supplied for verification.
30. PRODUCTS
A Seller may list only Products that are lawful, authentic, safe, legally saleable, accurately described, compliant with Hoskay policies and compliant with applicable Product requirements.
Products that are illegal, counterfeit, stolen, recalled, unsafe, infringing or otherwise prohibited may be removed or restricted.
The Prohibited Products Policy contains additional rules.
31. PRODUCT SAFETY AND COMPLIANCE
The Seller is responsible for all applicable Product safety, conformity, traceability, labelling and market-surveillance requirements.
Where applicable, the Seller must provide required manufacturer, importer, EU responsible-person, Product identification, warning, instruction and conformity information.
The Seller must retain required compliance documentation and provide it to Hoskay where reasonably requested.
32. PRODUCT RECALLS AND SAFETY INCIDENTS
The Seller must notify Hoskay without undue delay if a Product may be unsafe, is recalled, is subject to corrective action by an authority, may have caused injury or is materially non-compliant.
Hoskay may restrict or remove Listings, prevent further Orders, contact Buyers, facilitate refunds, provide recall or safety information and cooperate with competent authorities.
The Seller must cooperate fully with reasonable safety and recall measures.
33. PRODUCT LISTINGS
The Seller is responsible for every Product Listing.
Listings must accurately describe the Product, price, availability and other material characteristics.
Product photographs must reasonably represent the Product sold.
Misleading descriptions, images or omissions are prohibited.
Hoskay may correct, restrict or remove a Listing where reasonably necessary for legal, safety, compliance or marketplace reasons.
34. SELLER CONTENT AND INTELLECTUAL PROPERTY
The Seller confirms that it owns or has permission to use its Seller Content.
The Seller must not infringe copyrights, trademarks, designs, patents, image rights or other proprietary rights.
By providing Seller Content, the Seller grants Hoskay a non-exclusive, worldwide, royalty-free licence to host, reproduce, display, format, technically adapt and promote that content for purposes connected with operating and marketing the Platform.
Ownership remains with the relevant rights holder.
35. PRICES
The Seller determines Product prices.
Prices must be accurate, include VAT where legally required, comply with price-display rules, not mislead Buyers and correspond to the amount charged.
The Seller is responsible for compliance with rules on discounts, promotions and previous-price claims.
36. HOSKAY COMMISSION
Hoskay charges a Commission equal to 15% of the Product sale price for each successfully completed sale through the Platform.
Unless expressly stated otherwise, Commission is calculated on the Product price actually paid by the Buyer and excludes separately stated shipping charges.
Example:
- Product price: EUR 100
- Hoskay Commission: EUR 15
- Seller balance before other permitted deductions: EUR 85
The Seller authorises Hoskay to deduct Commission from amounts collected on the Seller’s behalf.
Other permitted deductions may include refunds, cancellations, chargebacks, payment-processing fees, bank fees, currency-conversion costs, optional services and other amounts lawfully owed by the Seller.
Unless otherwise stated, Hoskay fees are exclusive of applicable VAT.
37. CHANGES TO FEES
Hoskay may change Commission or other fees.
Material changes will be notified in advance where required by law.
Where applicable, Hoskay will normally provide at least 15 days’ notice unless a shorter period is legally permitted or necessary for urgent legal, fraud-prevention or security reasons.
38. ORDERS
The Seller must monitor and process Orders promptly.
The Seller is responsible for Product availability, preparation and fulfilment, dispatch, delivery information, Buyer communication, legally required sales documents and resolving Order-related issues.
The Seller must not knowingly accept Orders it cannot reasonably fulfil.
39. PAYMENT COLLECTION
Where Buyer payment is collected through Hoskay, Shopify or a payment provider, the Seller authorises the relevant parties to collect payment, record amounts attributable to the Seller, deduct Commission and authorised amounts, calculate Seller balances and transfer or facilitate transfer of the remaining balance.
The Seller must not ask the Buyer to pay the same amount again outside the Platform.
40. CASH ON DELIVERY
Where Cash on Delivery (“COD”) is offered and payment is received directly by the Seller or through the Seller’s courier arrangement, the Seller remains liable for Hoskay’s Commission.
Hoskay may recover amounts owed by deduction from future Payouts, offset against Seller balances, invoice or direct payment request.
The Seller must settle negative balances within the reasonable period communicated by Hoskay.
41. PAYOUTS
Eligible Seller balances are paid according to the applicable Payout schedule.
An Order may become eligible for Payout only after applicable conditions are satisfied, including where relevant payment confirmation, fulfilment or delivery, expiry of any applicable hold period, absence of unresolved refunds or chargebacks and completed Seller verification.
Unless another schedule is displayed or expressly agreed, Hoskay normally processes eligible Seller balances on a 14-day Payout cycle.
The timing of technical processing does not mean that every Order is immediately payable.
42. PAYOUT HOLDS AND CHARGEBACKS
Hoskay may reasonably delay, reserve or adjust a Payout where necessary because of refunds or cancellations, chargebacks, fraud investigations, unresolved complaints, Product safety issues, incomplete verification, incorrect payment details, unpaid amounts owed to Hoskay or legal or payment-provider requirements.
The Seller must cooperate with payment disputes and may be required to provide tracking, proof of delivery, invoices, communications or other evidence.
43. TAXES AND SALES DOCUMENTS
The Seller is responsible for its own tax, accounting and invoicing obligations, including applicable VAT, tax declarations, accounting records, invoices, receipts, warranty documents and other legally required documentation.
Hoskay may collect or report Seller and transaction information where legally required.
These obligations also apply to individual craft practitioners and independent professionals according to their actual activity and legal status. Hoskay approval does not create a tax exemption or determine a tax regime. Where the law requires Hoskay to withhold, document or report payments or seller information, Hoskay will comply with its own obligations, including DAC7 where applicable. Hoskay does not provide individual tax advice; Sellers should consult an accountant.
44. SHIPPING AND PACKAGING
Each Seller is responsible for shipping its own Products unless Hoskay expressly introduces another arrangement.
The Seller must configure appropriate shipping methods and charges, provide realistic delivery estimates, dispatch Products within stated periods, provide tracking where reasonably available, cooperate regarding lost, late or damaged shipments and package Products appropriately.
Seller-specific shipping rules must also comply with the Shipping Policy.
45. CONSUMER RIGHTS
The Seller must comply with applicable Consumer law, including rules relating to withdrawal, returns, refunds, conformity, complaints and statutory guarantees.
Where a statutory exception to withdrawal applies, the Seller must disclose it clearly before purchase.
The Seller remains responsible for defective, unsafe, incorrect or otherwise non-conforming Products even where withdrawal does not apply.
46. COMMUNICATION WITH BUYERS
Buyer Personal Data may be used only where reasonably necessary for fulfilment, delivery, Product questions, returns, refunds, complaints and legal obligations.
The Seller must not harass Buyers, send unlawful spam, misuse Buyer information, use Buyer data for unrelated marketing without a valid legal basis, manipulate or pressure Buyers regarding reviews or disclose Buyer data improperly.
47. DATA PROTECTION
Where the Seller processes Buyer Personal Data for its own sales, invoicing, delivery, complaints or legal obligations, the Seller may act as an independent data controller.
The Seller must comply with applicable data protection law and process Personal Data only for lawful purposes.
The Seller must maintain reasonable safeguards against unauthorised access, loss, misuse or disclosure of Buyer Personal Data.
48. RANKING AND PROMOTION
Product or shop visibility may be influenced by factors such as relevance, Product information quality, availability, price, delivery conditions, Seller performance, reviews, engagement, recency, compliance and promotional participation.
Hoskay does not guarantee any particular ranking, traffic level or number of sales.
Hoskay may promote Seller Products through advertising, social media, email, search engines, affiliates, influencers and other promotional channels.
49. LISTING RESTRICTIONS
Hoskay may remove or restrict a Product Listing where there is a reasonable basis to believe that the Product is illegal or unsafe, information is missing or misleading, intellectual-property rights may be infringed, verification or compliance documents are missing, the Product breaches Platform rules or restriction is required by law or an authority.
Where required by law, Hoskay will provide an appropriate statement of reasons.
50. SELLER ACCOUNT SUSPENSION
Hoskay may suspend or restrict a Seller Account where reasonably necessary because false or misleading information has been supplied, verification cannot be completed, an unauthorised person operates the account, illegal, unsafe or counterfeit Products are offered, Orders are repeatedly not fulfilled, Consumer rights are repeatedly breached, Buyer data is misused, fraud is suspected, fees remain unpaid, these Terms are materially breached or restriction is required by law or an authority.
Temporary restrictions may remain while Hoskay investigates the issue.
51. TERMINATION
The Seller may request closure of the Seller Account by contacting office@hoskay.com.
Before closure, outstanding Orders, shipments, returns, refunds, complaints, chargebacks, fees, negative balances and Payout issues must be resolved.
Hoskay may terminate the Seller relationship for a valid contractual, legal, fraud-prevention, security, safety or operational reason.
Where legally required, advance notice and reasons will be provided.
Where applicable, termination of the Seller service will normally be notified at least 30 days in advance, unless immediate or shorter-notice action is legally permitted.
Termination does not remove obligations arising from previous sales.
52. EFFECTS OF TERMINATION
Following termination:
- Product Listings may be removed;
- Seller access may be restricted;
- pending Orders must be completed or lawfully cancelled;
- refunds and complaints must be resolved;
- unpaid fees remain payable;
- permitted deductions may be made;
- remaining eligible balances will be processed after liabilities are resolved.
53. SELLER COMPLAINTS
Sellers may contact Hoskay concerning Listing restrictions, suspension, termination, Payout issues or other decisions directly affecting them.
Complaints may be submitted free of charge to office@hoskay.com.
Hoskay will review Seller complaints fairly and within a reasonable period.
54. SELLER INDEMNITY
To the extent permitted by law, the Seller will compensate Hoskay for reasonable losses, liabilities and third-party claims directly arising from matters attributable to the Seller, including Seller Products, breach of Sales Contracts, illegal or unsafe Products, intellectual-property infringement, misleading Listings, misuse of Personal Data, tax or invoicing violations, fraud or material breach of these Terms.
This does not apply to losses caused by Hoskay’s own unlawful conduct, fraud or negligence to the extent Hoskay is legally responsible.
55. HOSKAY LIABILITY TO SELLERS
Hoskay does not guarantee uninterrupted Platform availability, any particular traffic level, any particular number of Orders, any particular Seller income or approval of every Product.
For business Sellers, Hoskay’s aggregate contractual liability arising from the Seller relationship will, to the extent legally permitted, not exceed the Commission and Platform fees paid by that Seller to Hoskay during the six months preceding the event giving rise to the claim.
This limitation does not apply where prohibited by mandatory law.
56. CONTACT
For general legal, Seller or administrative matters:
Hendex Ltd.
Trading name: Hoskay
Company registration number: 208780173
VAT number: BG208780173
Registered address: 6 Bratiya Street, Floor 3, 4002 Plovdiv, Bulgaria
Email: office@hoskay.com
Telephone: +359 89 249 6435
For Buyer support concerning Orders, returns, refunds or complaints:
57. LANGUAGE
Hoskay may publish these Terms in Bulgarian and English.
In the event of any discrepancy between the Bulgarian and English versions, the Bulgarian version shall prevail.