EKO Smile

The present document sets forth the terms and conditions for participation in the EKO Smile Programme – a long-term, multi-feature promotional initiative organised by EKO Bulgaria EAD and addressed to the company’s customers, offering them an array of benefits upon purchasing EKO products and using EKO services. The EKO Smile Programme is organised and available in Bulgaria.

If words that start with a capital letter are used in this document, this means that the word has been defined in this ‘Definitions and Interpretation’ Section.

‘Customer Service Centre’ means a service that EKO makes available to its customers so that they can contact EKO by telephone or e-mail in order to request and receive information and assistance regarding the Programme;

‘EKO’ is ‘EKO BULGARIA’ EAD, a single-shareholder joint-stock company, with its registration with the Commercial Register and the Register of Non-Profit Legal Entities at the Registry Agency under EIK 130948987, registered address: 3 Lachezar Stanchev Street, ‘Litex Tower’ complex, 9th floor, postcode 1797, Sofia, tel.: +(0) 359 (0) 2 4485500, fax №: + 359 (0) 2 4485585, e-mail: office@eko.bg, webpage: www.eko.bg;

‘EKO Smile Profile’ or simply ‘Profile’ means a digital record and digital space containing information regarding a specific customer’s interaction with the EKO Smile Programme. Customers who are not registered in the Programme and only use unregistered Loyalty Cards have an anonymous Profile, which offers limited opportunities to interact with the Programme;

‘EKO Smile App’ or ‘Mobile App’ is the mobile application for accessing the EKO Smile Programme;

‘EKO Smile Website’ or simply ‘the Website’ is the Programme’s official website: www.ekosmile.bg;

‘EKO Smile Member(s)’ or simply ‘Member(s)’ means an EKO customer who has registered in the EKO Smile Programme by setting up an EKO Smile Profile in accordance with the present General Terms and Conditions. For the avoidance of doubt, customers using unregistered Loyalty Cards do not qualify as Members of the Programme.

‘EKO Smile Premium Member’ or ‘Premium Member’ means an EKO Smile Member who is entitled to a wider range of benefits under the EKO Smile Programme because they comply with certain qualification criteria set out in the present General Terms and Conditions;

‘Premium Membership’ means each period during which an EKO Smile Member is an EKO Smile Premium Member;

‘EKO Smile Member ID’ or ‘ID’ means the unique number that is assigned to each EKO Smile Member upon successful registration in the Programme, and that serves as their virtual identifier;

‘EKO Smile Loyalty Card’, ‘Loyalty Card’ or ‘Card’ means a physical or digital card that appears in the form of a QR code in the EKO Smile App. The Loyalty Card serves as an identifier of the relevant EKO Smile Member upon their interaction with the Programme, so that the Member can enjoy the Programme’s features. As a rule, physical cards have to be registered. Unregistered physical cards entitle their holder only to a limited range of Programme benefits;

‘EKO Smile Loyalty Points’, ‘Loyalty Points’ or simply ‘Points’ means digital information units earned within the Programme, the redemption of which entitles the recipient to receive various benefits. Loyalty Points have no monetary value, cannot be exchanged for money and are valid for at least two (2) years from the date they are earned (unless a different period is specified in the terms and conditions of a particular promotional campaign);

‘Redemption of EKO Smile Loyalty Points’, ‘Redemption of Points’ or simply ‘Redemption’ means the process whereby EKO Smile Members exchange Loyalty Points for material benefits (‘Rewards’), for example discounts on non-fuel retail products, discounts on products offered by EKO Smile Partners, or in return for the right to participate in EKO’s promotional initiatives. Redemption is possible at the till at EKO petrol stations with the assistance of a cashier, through the EKO Smile App or online at www.ekosmile.bg;

‘EKO Smile Games/Competitions/Auctions’ are marketing initiatives (e.g. prize draws, instant-win games, auctions, etc.) organised by EKO, in which EKO Smile Members may participate subject to the specific conditions published on the EKO Smile Website;

‘EKO Smile Voucher’, ‘Discount Voucher’ or simply ‘Voucher’ means a digital or printed code that entitles its holder to a specific benefit under the Programme. Each Voucher contains an expiration date, following which the holder loses their entitlement to the relevant benefit;

‘EKO Smile Loyalty Terminal’, ‘EKO Smile Kiosk’ or simply ‘Kiosk’ means temporary technical facilities that may be installed at certain EKO petrol stations in Bulgaria and are equipped with a smart device enabling registration in the Programme. EKO is under no obligation to maintain such facilities at its sites and shall organise their availability in accordance with its capabilities and at its own discretion;

‘EKO Smile Partners’ means commercial partners of EKO who support the Programme from time to time by presenting EKO Smile Members with special offers;

‘EKO Smile Programme’ or the ‘Programme’ is the promotional initiative that is subject to the present General Terms and Conditions;

‘EKO Smile Programme Privacy Policy’ means the policy relating to the processing of personal data for the purposes of the EKO Smile Programme;

‘General Terms and Conditions of the EKO Smile Programme’, also referred to as the ‘General Terms and Conditions’, means the present General Terms and Conditions;

‘EKO Smile Promotions’ are offers made by EKO or EKO Smile Partners, through which EKO Smile Members can obtain discounts, promotional prices, additional EKO Smile Loyalty Points, vouchers, rewards or other benefits. These promotions will be organised by EKO from time to time within the framework of the EKO Smile Programme and will be time-limited. EKO Smile Promotions may also target only certain member profiles (for example EKO Smile Premium Members, newly registered members or members having a birthday during the relevant week or month). The EKO Smile Promotions will be subject to separate terms and conditions that will be published on the EKO Smile Website;

‘Registration Form’ means the applicable registration form that customers have to complete in order to register for the EKO Smile Programme;

‘Rewards’ means the actual benefits and advantages obtained by EKO Smile Members in the process of redeeming EKO Smile Loyalty Points;

‘EKO Smile Loyalty Points Balance’ means the total number of Loyalty Points assigned to a given EKO Smile Profile;

‘Transaction’ means any purchase (either physical or digital) that ends with a payment;

All definitions form an integral part of the present General Terms and Conditions.

1. The EKO Smile Programme is a membership programme organised by EKO, designed to allow participating customers (EKO Smile Members) to benefit from various advantages, namely:

- fuel discounts

- discounts on non-fuel products and services

- participation in EKO Smile Games/Competitions/Auctions

- participation in EKO Smile promotions

- offers and promotions from EKO Smile Partners

- personalised offers from EKO. 

2. Any individual who is of legal age and possesses full legal capacity is allowed to participate in the Programme.

3. Participation in the Programme is free of charge and requires customers to register by completing a Registration Form and setting up their own personal EKO Smile Profile. Failure to register as described in the preceding sentence will result only in limited opportunities to interact with the Programme.

4. Whenever they use the Programme, EKO Smile Members have to identify themselves by presenting their digital or physical EKO Smile Card at the till when paying. Petrol station cashiers shall not be held liable should the relevant customer fail to present their Card.

5. Upon successfully setting up an EKO Smile Profile, a digital EKO Smile Loyalty Card is automatically linked to that Profile, accessible only through the customer’s personal Profile.

6. As of 5 August 2026, EKO will cease to issue physical (plastic) cards.

7. Notwithstanding point 6 hereinabove, existing physical cards shall remain valid and active, provided that they comply with the current terms and conditions of the Programme.

8. Registered physical and digital EKO Smile Loyalty Cards generally entitle their holders to the same benefits. However, it is possible that some of EKO’s initiatives (e.g. EKO Smile Games/Competitions/Auctions or EKO Smile Promotions) may only be available for one of the two types of EKO Smile Loyalty Cards. Such initiatives will be subject to separate terms and conditions that will be available on the EKO Smile Website and will specify for which of the two types of EKO Smile Loyalty Cards the particular initiative is valid.

9. To create their personal EKO Smile Profile, a customer has to complete the online Registration Form.

10. The customer has the following options to access the Registration Form:

i. by downloading the EKO Smile App onto their mobile devices;

ii. by accessing the EKO Smile website;

iii. on-the-spot at one of the EKO Smile loyalty kiosks (if available at the relevant petrol station).

11. Filling out the Registration Form entails the following steps:

i. Providing mandatory and non-mandatory information about the customer (mandatory fields are indicated as such);

ii. Devising a password to access the Profile;

iii. Confirming that the customer has read and agrees with the present Terms and Conditions;

iv. Confirming that the customer has read the Privacy Policy;

12. (1) Upon filling out the Registration Form, customers have to provide the following mandatory information therein:

i. first name and surname; 

ii. mobile phone number; 

iii. date of birth;

iv. place of residence (town, village);

v. confirmation that they accept the General Terms and Conditions (by ticking the relevant box);

vi. confirmation that they have read the EKO Smile Privacy Policy (by ticking the relevant box).

(2) Customers will also be invited to provide certain non-mandatory data:

i. email address; 

ii. their physical EKO Smile Card number; 

iii. consent to receive marketing information;

iv. additional data which EKO will use to enhance the membership benefits that EKO offers to EKO Smile Members. 

(3) EKO may offer incentives from time to time to encourage customers to share more relevant information about themselves that helps EKO provide a more personalised service. Such initiatives will be subject to separate terms and conditions that will be available on the Website.

13. The mobile phone number that a customer provides has to be unique for the registration. This means that a particular mobile phone number can be used for only one registration in the Programme.

14. (1) The customer’s mobile phone number then has to be validated. Upon entering the number in the Registration Form, the customer receives an SMS message containing a ‘one-time’ six-digit code that the customer has to enter in the appropriate field of the Registration Form (the ‘Phone Number Verification’ Section of the Registration Form), thus validating the number.

(2) The one-time code remains valid for 15 (fifteen) minutes as of the time it is sent. The customer can obtain a new code by accessing the ‘Mobile Number Confirmation’ Section of the Registration Form and selecting the ‘Send New Code’ function.

(3) A customer is entitled to request a maximum of 5 (five) one-time codes per day. If more than five attempts are made within a single day, the system automatically blocks this option and the customer cannot request another code within the next 24 (twenty-four) hours as of the blocking.

(4) If the customer does not validate their mobile phone number, their EKO Smile Profile will not be created and the information they have entered will be deleted.

15. The next step  of the enrolment process is for the customer to accept the present General Terms and Conditions and confirm that they have read the Privacy Policy, by ticking the relevant boxes on the Registration Form.

16. (1) The e-mail address provided by the customer has to be unique for the registration. The same e-mail address cannot be used for more than one registration by the same customer or by another customer until the EKO Smile Profile linked to that e-mail address has been closed and the personal data has been anonymised.

(2) The e-mail address should be validated by the customer by clicking on a link in a verification e-mail that the customer will receive upon completing the Registration Form.

17. The customer must also devise a password that they will use in order to access their EKO Smile Profile.

IV. REGISTRATION OF PLASTIC EKO SMILE LOYALTY CARDS

18. (1) Physical (plastic) EKO Smile Loyalty Cards may be linked (‘registered’) to a specific EKO Smile Profile, and each EKO Smile Member is entitled to one registered physical Card in their Profile.

(2) Physical Cards that are not registered to a specific EKO Smile Profile entitle their holder only to certain limited benefits, and only for a specific, limited period of time.

19. Customers can register their physical EKO Smile Loyalty Cards when they first set up their EKO Smile Profile, by entering the unique number of the plastic Card in the Registration Form (see Section III hereinabove).

20. Alternatively, EKO Smile Members who have already set up their EKO Smile Profile can subsequently provide the number of their physical EKO Smile Loyalty Card, by editing their EKO Smile Profile.

21. Once registered, a plastic Card is automatically linked to its holder’s EKO Smile Profile and grants them access to all the benefits applicable to that registered Profile.

22. If a registered plastic EKO Smile Loyalty Card is broken, lost or stolen, the EKO Smile Member who owns it can deactivate it. To do so, the EKO Smile Member has to contact the Customer Service Centre by telephone or e-mail and identify themselves (by providing some of the details from their Registration Form).

23. Once the broken/lost/stolen EKO Smile Loyalty Card has been deactivated, the EKO Smile Member is at liberty to register a new plastic EKO Smile Loyalty Card in their EKO Smile Profile, as specified hereinabove. If, following such deactivation, the date specified in Section II, point 6 hereinabove has already passed – after which no new physical Cards are issued – the relevant EKO Smile Member will only be able to participate in the Programme by means of a digital Loyalty Card.

24. Customers are strongly encouraged to register their physical EKO Smile Loyalty Cards to a specific EKO Smile Profile as soon as possible after obtaining them.

25. An unregistered plastic EKO Smile Loyalty Card entitles its holder solely to the following benefits:

- earning EKO Smile loyalty points. 

- using fuel discounts in accordance with the offers current at the time;

- taking advantage of other discounts on non-fuel products, in accordance with the terms and conditions of the offers current at the time.

26. With an unregistered plastic EKO Smile Loyalty Card, the holder may not:

(i) redeem EKO Smile loyalty points;

(ii) receive or use discount vouchers;

(iii) upgrade to Premium membership;

(iv) take advantage of all other features and benefits of the EKO Smile Programme which are specified as being available only to registered members of the programme.

27. Any unregistered card that has not been used for purchases at EKO petrol stations for a period of 12 consecutive months will be deactivated.

28. Following deactivation, the Card no longer entitles its holder to use the Programme or to enjoy any of its benefits.

29. A customer who has set up their Profile in accordance with Section III hereinabove becomes an EKO Smile Member.

30. Each EKO Smile Member can access their EKO Smile Profile at any time, either via the App or via the Website.

31. EKO Smile Members will access their EKO Smile Profile using their mobile phone number as their login username.

32. The EKO Smile Programme entails two membership levels – Standard and ‘Premium’. Standard membership is granted by default to every newly registered EKO Smile Member. Premium Membership is granted to those Members who comply with the eligibility criteria specified herein below in this Section VII.

33. (1) Any Standard EKO Smile Member who has collected at least 1,000 (one thousand) EKO Smile Loyalty Points within a given 3-month period automatically becomes a Premium Member. For the avoidance of doubt, since customers using unregistered Cards do not qualify as Members at all, they are likewise not entitled to Premium Membership.

(2) The Premium Membership status commences on the date on which the relevant EKO Smile Member collects the required 1,000 EKO Smile Loyalty Points and continues for the subsequent fixed three-month period, as specified in Clause 35.

34. The EKO Smile Premium Member can continue to collect EKO Smile Loyalty Points during the first three-month period of their Premium Membership. If they manage to collect a further 1,000 points within that initial period, they will qualify for a new three-month period of Premium Membership.

35. Each three-month period of Premium Membership is fixed and is equivalent to one of the following quarterly periods, namely: September–November, December–February, March–May, June–August. If a Member has collected the required 1,000 EKO Smile Loyalty Points within any of the specified quarterly periods, their Premium Membership status will take effect as of the date on which the required 1,000 EKO Smile Loyalty Points were collected and will continue over the following quarterly period. By way of example, if a customer became a Premium Member on 20 April 2026, their initial Premium Membership status will expire on 31 August 2026 (unless extended for the next quarter in accordance with Clause 34 hereinabove).

36. EKO Smile Premium Members are entitled to enhanced benefits and features of the Programme, subject to separate terms and conditions that will be available on the App and on the Website, as such terms and conditions may be amended by EKO from time to time.

37. EKO Smile Members can interact with the EKO Smile Programme (make use of its features and benefits) through the following channels:

i. At all EKO petrol stations in Bulgaria – at the till when paying, with the assistance of an EKO employee, or at the EKO Smile loyalty kiosks (solely for the purpose of setting up an EKO Smile Profile);

ii. At EKO self-service outlets/terminals;

iii. Via the EKO Smile App;

iv. Via the EKO Smile website;

v. Via the Customer Service Centre. 

38. (1) At the till of any EKO petrol station, an EKO Smile Member will be able to:

i. collect Loyalty Points;

ii. redeem Points for discounts on non-fuel retail products offered by EKO;

iii. receive information on their Points balance.

iv. receive fuel discounts;

v. redeem discount vouchers for fuel and non-fuel products;

vi. interact with all other features of the Programme.

(2) In order to interact with the EKO Smile Programme at the till of a manned EKO petrol station, the relevant EKO Smile Member has to identify themselves to EKO’s cashier, by presenting either (i) their physical EKO Smile Loyalty Card or (ii) their digital EKO Smile Loyalty Card.

(3) When using the Programme at self-service outlets/terminals, the customer has to scan their Card themselves on the relevant device and follow the steps shown on the screen. At self-service outlets, it is only possible to collect Points and receive a discount on fuel (the other features of the Programme are not available through this channel).

(4) Customers may also interact with the Programme through the loyalty kiosks installed at EKO petrol stations, only for the purpose of setting up an EKO Smile Profile (the other features of the Programme are not available through this channel).

(5) EKO Smile Members may interact with the EKO Smile Programme by contacting the Customer Service Centre by telephone or e-mail, which will provide general information regarding the EKO Smile Programme. If information relating to the customer’s personal Profile is required, the relevant EKO Smile Member will be asked to identify themselves by providing the telephone number used for registering in the EKO Smile Programme or other details from their Profile, in accordance with the instructions of the relevant Customer Service Centre representative.

(6) Maximum daily and monthly number of Transactions using the EKO Smile Card:

i. a maximum of 4 (four) Transactions for the purchase of any products (fuel or non-fuel) within a single day (twenty-four hours), across all EKO outlets in Bulgaria. The EKO Smile Card cannot be used for a fifth Transaction, nor for any further Transactions within the same day;

ii. a maximum of 2 (two) Transactions for the purchase of fuel at the same EKO petrol station within a single day;

iii. a maximum of 20 (twenty) Transactions for the purchase of fuel (regardless of the type or types of fuel purchased), within a period of thirty calendar days.

(7) These limits apply equally to customers using registered Cards and those using unregistered Cards.

(8) These restrictions apply at customer Profile level and apply collectively to all Cards, whether physical or digital, associated with the relevant Profile.

(9) EKO Smile Loyalty Cards cannot be used in combination with any other promotional, loyalty or discount cards, or corporate cards, issued by EKO or EKO Smile Partners outside the scope of the Programme. For the avoidance of doubt, the benefits of the EKO Smile Loyalty Card cannot be used in combination with EKO Friends, WAG, DKV, UTA or similar cards, for the same purchase.

39. FUEL DISCOUNTS: 

(1) EKO Smile Members are entitled to receive discounts (applied directly at the time of purchase) when purchasing fuel at EKO petrol stations on the territory of the Republic of Bulgaria.

(2) Discounts are provided as a reduction in the price shown on the display of the EKO petrol station on the day of purchase and are deducted from the total amount due for the total quantity of fuel purchased by an EKO Smile Member in a single Transaction.

(3) The specific discount rates that EKO Smile Members can use at the time of purchase are set out in the App and on the Website. At EKO’s discretion, during specific periods, Premium Members may receive additional discounts, and EKO will announce the applicable terms and conditions in advance.

(4) EKO can, at any time, unilaterally and at its sole discretion, remove or change any and all relevant discounts. EKO does not undertake to provide discounts on all types of fuel at any given time within the EKO Smile Programme.

(5) Any changes to the discounts are valid as of the moment of their publication on the EKO Smile Website.

(6) Fuel discounts offered within the EKO Smile Programme are available to customers using both registered and unregistered Loyalty Cards, but the amount of the discount may vary between the two categories of customers.

(7) To obtain a discount on the price of fuel, EKO Smile Members have to present their registered plastic or digital EKO Smile Loyalty Card at the till of an EKO petrol station.

(8) Apart from the tills at manned petrol stations, fuel discounts are also available at self-service petrol stations and terminals. The relevant EKO Smile Member has to scan their plastic or digital EKO Smile Loyalty Card themselves before paying for the fuel purchased.

(9) EKO Smile Members should be conscious that, in rare cases, technical or connectivity issues may arise between the relevant petrol station’s till software and the Programme. In such cases, it may not be possible to grant an EKO Smile Member a discount in relation to a particular purchase. EKO shall undertake all reasonable efforts to keep such technical or connectivity issues to a minimum. To the extent permitted by applicable law, EKO shall not be liable for such technical faults.

40. EKO SMILE LOYALTY POINTS COLLECTION

(1) All customers of the EKO Smile Programme with active Loyalty Cards (i.e. those that have not been deactivated or blocked) collect Loyalty Points through:

i.  making purchases at EKO petrol stations, including the purchase of fuel at self-service outlets/terminals;

ii. taking part in EKO Smile Games/Competitions/Auctions/Promotions;

iii. transferring points from another Programme Member.

(2) Upon purchase, Loyalty Points are automatically assigned to the relevant customer’s Profile once the relevant physical or digital Card has been scanned and payment has been completed for a Transaction that meets the conditions for earning Points.

(3) Customers can check their Points balance at any time in the following ways:

i. in their personal EKO Smile Profile (for registered Programme Members only);

ii. at the till at an EKO petrol station;

iii. via the Customer Service Centre.

(4) EKO applies the following scheme for earning Loyalty Points (i.e. how many Loyalty Points each type of purchase entails):

- Each purchase of regular fuels – 1 (one) Loyalty Point per 1 (one) litre purchased;

- Each purchase of premium fuels – 3 (three) Loyalty Points per 1 (one) litre purchased;

- Each purchase of propane-butane (LPG, autogas) or methane (CNG, compressed natural gas) – 1 (one) Loyalty Point per 1 (one) litre/kg purchased;

- Each purchase of AdBlue at a pump – 1 (one) Loyalty Point per 1 (one) litre purchased;

- Each purchase of products and services not related to fuel or AdBlue at a petrol pump – 4 (four) Loyalty Points per each 1 euro of the total amount spent on the relevant products.

(5) The purchase of the following product categories does not entitle the customer to obtain Loyalty Points, namely:

i. tobacco, tobacco products and e-cigarettes, 

ii. domestic gas (in cylinders);

iii. print media (books, newspapers and magazines);

iv. motorway toll stickers.

(6) In addition to earning Loyalty Points for purchases at EKO petrol stations, EKO Smile Members will, from time to time, be given the opportunity to earn Loyalty Points through EKO Smile Games/Competitions/Auctions/Promotions, made available by EKO from time to time.

(7) EKO Smile Loyalty Points will have a limited term of validity. This means that after the expiration of their term of validity, the customer will no longer be able to use the collected Loyalty Points.

(8) The usual term of validity of the EKO Smile Loyalty Points will be at least 24 (twenty-four) months, starting from the date on which the Points are earned and ending on the last day of the calendar quarter two years after the earning date. By way of example:

Earning date: 24 August 2026

Points validity term: 30 September 2028 (inclusive)

Points expire on: 1 October 2028

(9) In case of point-earning through specific marketing initiatives, EKO may determine shorter validity terms for the Points collectable as part of such initiatives.

41. EKO SMILE LOYALTY POINTS REDEMPTION

(1) Only EKO Smile Members are entitled to exchange the EKO Smile Loyalty Points that they have collected in return for various types of Rewards offered under the Programme.

(2) Loyalty Points accumulated on unregistered physical EKO Smile Cards cannot be redeemed for Rewards under the Programme until the relevant Card has been registered.

(3) EKO Smile Members are entitled to redeem their earned Loyalty Points for the following types of Rewards: 

i. Offers at manned EKO petrol stations – discounts on the purchase of certain non-fuel products and services available on-site at EKO petrol stations;

ii. Online offers via the App or the Website – discount vouchers, promotional offers and other rewards available via the EKO Smile App and/or the Website;

iii. Benefits from EKO Smile Partners – Discount vouchers or other benefits relating to goods and services provided by EKO Smile Partners, available via the Mobile App and/or the Website, in exchange for Loyalty Points and in accordance with the terms and conditions of the relevant offer.

iv. Participation in EKO Smile Games/Competitions/Auctions/Promotions and other marketing initiatives organised by EKO. 

v. Other rewards announced by EKO via the EKO Smile App, the Website or other official communication channels.

(4) EKO publishes and maintains a list of all Rewards available through the redemption of Points on the EKO Smile App and on the Website.

(5) EKO may, at its own discretion, periodically amend the aforementioned list of Rewards and does not undertake to maintain the same offers and initiatives at all times.

(6) Each Points Redemption offer in the Programme requires the collection of a specific number of Points. EKO or EKO Smile Partners will determine how many Loyalty Points have to be redeemed for a Reward. The required number of Points is indicated for each particular offer. Different offers may be available for the same product or service, requiring different numbers of Points and providing different levels of discount or other benefits. For the avoidance of doubt, it will not be possible for an EKO Smile Member to request a ‘partial redemption’ (e.g. if the Member has only collected part of the required Loyalty Points and claims only part of the discount on offer).

(7) For the avoidance of doubt, EKO Smile Members are not entitled to redeem Loyalty Points for EKO products/services, offers from Partners or benefits that are not expressly specified by EKO as being available for redemption.

(8) The Points Redemption feature entails certain limitations, namely Loyalty Points cannot be:

i. used as a means of payment at EKO petrol stations;

ii. redeemed for additional fuel discounts at the till;

iii. exchanged for a monetary value.

(9) The Loyalty Points credited to a specific Profile and displayed via the EKO Smile App or on-line through the Website at the time of redemption are the only Loyalty Points valid for use by the relevant EKO Smile Member.

(10) Points may be redeemed in person at EKO petrol stations with staff on duty, as well as via the Mobile App or the Website where on-line EKO offers, Partner offers or games are available, but Points Redemption is not possible at self-service EKO petrol stations.

(11) Offers using Points for EKO products and services are valid only at outlets where the participating products or services are available, and whilst stocks last, unless otherwise specified in the particular offer.

(12) When Points are redeemed in person at EKO petrol stations, this is carried out at the till with the assistance of an EKO cashier. The cashier presents the redemption offer to the customer, and the customer confirms whether they wish to apply the Points Redemption and receive the relevant product at a reduced price. EKO Smile Members are entitled to use their Points for several offers within a single Transaction, always at their own discretion.

(13) When redeeming Loyalty Points for offers from EKO Smile Partners, the relevant EKO Smile Member receives a digital voucher in the EKO Smile App and/or by another method specified in the terms and conditions of the particular offer. The digital voucher may be used to obtain the relevant Partner benefit subject to the terms of the offer, as determined by the relevant EKO Smile Partner and published in the Member’s Profile within the EKO Smile App and/or on the Website.

(14) To the extent permitted by applicable law, EKO accepts no liability for the delivery, standard, warranty, support, quality or any other terms and conditions relating to the products and offers of EKO Smile Partners.

42. EKO SMILE VOUCHERS:

(1) EKO Smile Vouchers are essentially promotional codes that entitle the holder to a discount or other benefits when purchasing pre-defined products or services offered at EKO petrol stations.

(2) Vouchers may be digital (a barcode available in the EKO Smile Profile) or on paper (printed as a QR code on the receipt).

(3) Each Voucher has an expiration date, after which it is no longer valid and cannot be used to obtain the relevant discount or benefit.

(4) Each Voucher, whether digital or on paper, contains a unique code.

(5) EKO Smile Vouchers may only be used by registered EKO Smile Members.

(6) Each Voucher is subject to the specific terms, conditions and restrictions set out for that Voucher in the Mobile App or on the Website. By using the Voucher, the relevant EKO Smile Member confirms that they are familiar with and accept the applicable terms and conditions.

(7) Vouchers may only be used at EKO petrol stations with staff on duty (it is possible that, at any given time, Vouchers may only be redeemable at specific petrol stations; EKO will provide information regarding this within the Programme), with the assistance of a cashier following the scanning of the relevant registered Member’s EKO Smile Card and the scanning of the voucher code.

(8) Only one Voucher can be used within a single Transaction. Accordingly, if there is more than one active Voucher in a Member’s Profile, the relevant EKO Smile Member may select and use only one Voucher for that Transaction.

(9) EKO Smile Members may obtain Vouchers by either:

i. redeeming collected Loyalty Points;

ii. taking part in EKO Smile Games/Competitions/Auctions/Promotions where a Voucher is offered as a prize;

iii. taking part in promotional, marketing, advertising and other initiatives organised by EKO, including events, demonstrations and other activities; or

iv. mobile application features and joint promotional activities between EKO and external partners.

43. DISCOUNTS ON NON-FUEL PRODUCTS:

(1) In addition to the fuel discounts available to EKO Smile Members from time to time, EKO may also periodically offer discounts on non-fuel products and services.

(2) Such discounts are only available to EKO Smile Members with registered (active) Loyalty Cards.

(3) Current discount offers for non-fuel products and services will be published in the App and on the EKO Smile Website.

44. EKO SMILE GAMES/COMPETITIONS/AUCTIONS AND PROMOTIONS:

(1) EKO Smile Games/Competitions/Auctions and Promotions will be organised by EKO from time to time as an additional feature of the Programme.

(2) Such initiatives will always be subject to separate terms and conditions that will be available on the Website and in the App.

(3) EKO Smile Members may be allowed to redeem collected Loyalty Points in exchange for participation in such initiatives, as well as to earn additional Loyalty Points, vouchers and other rewards through such initiatives.

45. DONATION OF EKO SMILE LOYALTY POINTS 

(1) The Programme may support various charitable organisations and campaigns listed on the Website and in the App from time to time. This feature is not a permanent feature of the Programme but will be organised periodically at EKO’s discretion.

(2) Where this feature of the Programme is active, EKO Smile Members may, at their own discretion, donate their Loyalty Points as they wish to the relevant charitable organisations/campaigns listed on the Website and in the Mobile App.

(3) Such donations of Loyalty Points are free and do not entail any payment on the part of the donating EKO Smile Member.

(4) In such cases, EKO will provide support in respect of each such charity in exchange for the donated Loyalty Points, under specific conditions announced in advance in the EKO Smile App and on the EKO Smile Website.

46. TRANSFER OF EKO SMILE LOYALTY POINTS 

(1) An EKO Smile Member may choose to transfer all or part of their Points to another EKO Smile Member, subject to the following conditions:

(i) the transferring Member must have made at least one purchase of fuel or non-fuel products or services entitling them to Points;

(ii) the same EKO Smile Member is entitled to receive Points via transfer a maximum of three times within the same calendar month.

(2) Loyalty Points may be transferred through the personal Profile, in the following manner:

- the relevant EKO Smile Member logs in to their personal Profile;

- the relevant EKO Smile Member provides the mobile phone number of the other EKO Smile Member who is to receive the Points.

(3) The transfer does not entail any fees for either the transferor or the recipient.

(4) The transferred Loyalty Points will immediately appear in the recipient’s EKO Smile Profile. The transferred Loyalty Points maintain their initial term of validity.

(5) Only active EKO Smile Members, i.e. those whose Profiles are not closed or blocked, may transfer and receive Loyalty Points.

47. (1) If a particular category of products is subject to a general discount (a discount provided outside the scope of the EKO Smile Programme and available to all EKO customers, not just EKO Smile Members), such general discount will prevail in case the category of products is also subject to a discount under the EKO Smile Programme.

(2) If a product is eligible for several discounts under the Programme, for example a discount through Points Redemption and a discount through Vouchers, the customer may, at their own discretion, choose which of the discounts to apply to the relevant Transaction.

48. The Loyalty Points can be earned, redeemed, held, donated or transferred as set out in the present General Terms and Conditions. Any other use, award, sale, exchange or transfer of Loyalty Points, or an attempt at such use, may constitute a breach of the present General Terms and Conditions. Loyalty Points not earned and held in accordance with the present General Terms and Conditions will be invalid and cannot be redeemed.

49. Each EKO Smile Member is responsible for the security of their Profile.

50. If any EKO Smile Member becomes aware that any code, username, password or EKO Smile Profile number has become known to any unauthorised person or persons, they should contact EKO immediately via the Customer Service Centre or by sending an e-mail to: customer.service@eko.bg.

51. EKO will enter into agreements with EKO Smile Partners from time to time to secure an expansion of the benefits that such Partners can offer to EKO Smile Members.

52. If a Transaction in which Loyalty Points have been issued or redeemed is cancelled, reversed or not completed, EKO will reverse the associated Loyalty Points movement. If insufficient Points are available to cover the reversal of the Loyalty Points earned, or EKO suspects fraud or misconduct, Rewards may be refused or cancelled until the Profile is returned to a positive balance, through the earning of additional Loyalty Points.

53. EKO Smile Members will be able to see each Transaction in their EKO Smile Profile/Transaction History via the EKO Smile App and the EKO Smile Website, within a period of 24 (twenty-four) months as of the date of such Transaction, unless the relevant customer’s Profile is closed earlier. For further details on the information that EKO records and keeps, please review the EKO Smile Programme Privacy Policy.

54. Product Returns:

(1) If a product purchased at a discount by means of one of the features of the EKO Smile Programme is subject to a valid returns policy (applicable only to non-fuel products), depending on the EKO Smile Member’s preferences and to the extent permitted by applicable law:

i. in the case of a discount obtained through Points Redemption, EKO will:

- replace the returned product with another of the same type, or 

- restore the redeemed Loyalty Points to the customer’s EKO Smile Profile and refund the amount paid by the customer in cash.

ii. in the case of a discount obtained through a Voucher:

- replace the returned product with another of the same type, or

- refund the amount paid by the customer in cash. The Voucher used cannot be restored and will not be automatically refunded. The customer may contact the Customer Service Centre to request a manual refund of the Voucher.

iii. Where several units of the same product, purchased in a single Transaction at different unit prices as a result of the use of Loyalty Points, Vouchers and/or other discounts, are returned, only the return of the entire quantity of the relevant product purchased is permitted. In the event of a return of products purchased under offers involving the redemption of Points, EKO shall accordingly refund all Loyalty Points used and the amount paid in cash for all returned items.

(2) Once the return has been processed, the customer may purchase the desired quantity of the product in a new Transaction under the terms and conditions valid at the time of the new purchase.

55. Closure (permanent deactivation of a Profile): upon closure of an EKO Smile Profile, all associated benefits are automatically invalidated, and the relevant EKO Smile Member’s access to the Programme is terminated.

56. Closure shall take place in the following cases:

i. for customers using unregistered physical Cards, if the relevant Card has not been used for purchases at EKO petrol stations for a period of 12 consecutive months;

ii. upon an explicit request by the relevant EKO Smile Member, submitted via:

- the digital channels: either through the EKO Smile App (the ‘My Profile’ Section) or the Website (the ‘Profile’ Section). Where closure is requested through either of these two digital options, the Profile will be closed within 30 (thirty) days after the submission of the request. The relevant EKO Smile Member remains entitled to all the benefits of the Programme within the 30-day period under the preceding sentence. The request may be withdrawn up to 5 (five) working days before the Profile is closed, by contacting the Customer Service Centre.

- the Customer Service Centre: the EKO Smile Member needs to contact the Customer Service Centre by e-mail or phone and ask for their Profile to be closed. In such cases, the Profile will be closed within 5 (five) working days.

57. Blocking (temporary deactivation of an EKO Smile Profile):

(1) EKO may block an EKO Smile Profile, without notifying the relevant EKO Smile Member, if EKO has reason to suspect that one of the following incidents has occurred:

i. the EKO Smile Member has breached the present General Terms and Conditions;

ii. the EKO Smile Member has obtained or disposed of Loyalty Points in a manner not permitted by the present General Terms and Conditions;

iii. the EKO Smile Member has committed unlawful acts in connection with the Programme;

iv. the EKO Smile Member has provided EKO with false or misleading information;

v. the EKO Smile Member is abusive or offensive to any member of EKO’s or EKO Smile Partners’ staff, or has otherwise behaved in an unacceptable manner upon their interaction with EKO’s or EKO Smile Partners’ staff.

(2) In the cases specified in points (i) through (v) hereinabove, the Profile shall remain suspended during the investigation that EKO undertakes to carry out, either independently or with the assistance of the competent authorities, in order to verify the incident. Should the investigation establish that an incident has occurred, EKO shall close the relevant Profile.

58. For the duration of the investigation, the relevant EKO Smile Member will not be able to interact with the Programme in any manner. Should an EKO Smile Member believe that their Profile has been closed or blocked without justification, they may submit a written complaint detailing their arguments to: customer.service@eko.bg.

59. EKO processes personal data in accordance with the applicable Bulgarian legislation and Regulation (EU) 2016/679 of the European Parliament and the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC (General Data Protection Regulation).

60. Detailed information regarding the personal data processed for the purposes of the Programme is available in the EKO Smile Programme Privacy Policy.

61. EKO Smile Members are required to confirm that they have read the Privacy Policy when filling out the Registration Form upon setting up their Profile on EKO Smile.

62. (1) EKO Smile Members explicitly confirm that they are familiar with, accept and agree to comply with the present General Terms and Conditions, by ticking the relevant box when setting up their EKO Smile Profile.

(2) To the extent permitted by applicable law, holders of unregistered physical Cards confirm that they are familiar with and accept the present General Terms and Conditions upon first use of the relevant unregistered Card.

(3) To the extent permitted by applicable law, EKO is entitled to unilaterally amend the present General Terms and Conditions at any time, at its own discretion; furthermore, EKO is entitled at any time to decide to restrict certain features of the Programme.

(4) When possible, EKO will inform EKO Smile Members by sending them prior notification of any forthcoming changes.

(5) To the extent permitted by Bulgarian law, EKO Smile Members who have not explicitly requested the closure of their Profile shall be construed as having accepted the amended General Terms and Conditions.

(6) The amended General Terms and Conditions enter into force upon their publication on the EKO Smile website.

(7) By accepting the present General Terms and Conditions, EKO Smile Members acknowledge that all intellectual and industrial property rights, including, without limitation, all copyright or related rights, trade marks, designs, patents, trade secrets, know-how, utility models, trade dress and all rights relating to the appearance and functionality of the EKO Smile App, the EKO Smile Website or any other intellectual or industrial property rights or proprietary rights included in or relating to the EKO Smile Programme, or separately to any of its features and functionalities, belong either to EKO, to any of its affiliated legal entities, or to the EKO Smile Partners. EKO Smile Members are not entitled to use these rights in any possible way without the express permission of their owner, and are liable for any damages arising as a result of a breach of this provision.

(8) The present General Terms and Conditions outline the framework of the EKO Smile Programme. Individual features and initiatives organised within the Programme may be subject to separate terms and conditions. In the event of any conflict between the present General Terms and Conditions and the terms and conditions applicable to such initiatives, the latter shall prevail.

63. Satisfaction survey:

(1) As part of the EKO Smile Programme, EKO may offer EKO Smile Members the opportunity to complete a satisfaction survey regarding their visits and purchases at manned EKO petrol stations. The purpose of the survey is to gather feedback on the customer experience and the quality of the products and services provided by EKO.

(2) The survey is available exclusively through the EKO Smile App, to registered EKO Smile Members who have used their digital EKO Smile Loyalty Card for the relevant purchase.

(3) The survey is not available for purchases made using a physical EKO Smile Loyalty Card, nor for top-ups or purchases at self-service outlets or terminals.

(4) A new survey is generated for each purchase that meets the conditions set out in paragraph (2) hereinabove. The generated survey remains valid until the next purchase is made that meets the conditions for generating a survey.

(5) The survey includes a quick rating of the visit and, following submission of that rating, a more detailed questionnaire, which will only be accessible if the relevant EKO Smile Member has not completed such a questionnaire within the preceding two calendar months.

(6) Upon successfully completing each detailed questionnaire, the relevant EKO Smile Member receives a pre-determined number of Loyalty Points, which are automatically credited to their Loyalty Points Balance. It may take up to 5 (five) minutes for the Balance to be updated.

(7) The number of Loyalty Points awarded for completing the detailed questionnaire is stated at the beginning of the relevant questionnaire. EKO may change the number of Points awarded at any time; such changes shall apply only to uncompleted questionnaires.

(8) Completing the survey does not require the provision of any additional personal data. An EKO Smile Member may, at their own discretion, indicate that they wish to be contacted by an EKO representative regarding the feedback provided; in such cases, EKO may use the e-mail address and/or telephone number specified in the relevant EKO Smile Member’s Profile to make contact.

(9) EKO reserves the right to change, at any time, the content, format, terms of access and manner of operation of the survey, including the number of Points that may be awarded in connection with it. Such changes shall apply prospectively only.

64. EKO Smile Members undertake to keep the information in their EKO Smile Profiles accurate and up to date at all times.

65. Each provision of the present General Terms and Conditions is severable. The invalidity of any individual provision shall not affect the overall validity of this document.

66. The present General Terms and Conditions are governed by the applicable legislation of the Republic of Bulgaria. 

67. EKO hereby undertakes to exert its best endeavours to resolve any disputes with its customers in good faith and in a spirit of negotiation. Should the parties fail to reach a mutual agreement, the Bulgarian civil courts shall have jurisdiction to resolve any such disputes.

68. For further information, assistance and complaints regarding the EKO Smile Programme, customers may contact EKO via the Customer Service Centre at the following contact details:

i. by e-mail: customer.service@eko.bg

ii. by phone: 0700 30 107.

Last updated: 05 August 2026