RULES FOR SERVICE TO CONSUMERS OF GMV TRADING LTD.

SECTION I

DEFINITIONS AND GENERAL PROVISIONS

DEFINITIONS

1. All terms used in these Rules for Service to Consumers of Energy Services shall have the meanings assigned to them by the Energy Act and related secondary legislation, unless otherwise expressly provided or implied by the text of these Rules.

• “EA” means the Energy Act (Promulgated, State Gazette No. 107 of December 9, 2003, together with all subsequent amendments);

• “GMV” means GMV Trading Ltd., entered in the Commercial Register at the Registry Agency with UIC 208086291, with its registered office and address of management at: Sofia, Postal Code 1421, Lozenets District, 30 Sveti Naum Str., performing the activity of “trading in electricity” pursuant to License No. L-815-15, issued by the Energy and Water Regulatory Commission, supplemented with the rights and obligations for the activity of “coordinator of a standard balancing group”;

• “EWRC” means the Energy and Water Regulatory Commission;

• “Rules” means these Rules for Service to Consumers of Energy Services;

• “Consumer” (or “Client”) means a household or non-household electricity client who has concluded a contract for the purchase and sale of electricity with GMV.

GENERAL PROVISIONS

2. The purpose of these Rules is to provide information regarding the legal relationship between GMV and Consumers in connection with the procedure and manner of working with Consumers of energy services by GMV in its capacity as a trader of electricity at freely negotiated prices and a coordinator of a standard balancing group, including: the procedure for submitting complaints, signals, and proposals by Consumers, the deadlines for their review and response, methods for dispute resolution, and the procedure for providing information.

3. These Rules have been prepared in accordance with Art. 38v of the Energy Act (EA), Ordinance No. 3 of 21.03.2013 on the Licensing of Activities in the Energy Sector, and the Electricity Trading Rules (ETR).

4. Principles of consumer service:

• Equality and non-discrimination;

• Fulfillment of commitments undertaken;

• High quality of service;

• Honest and open communication;

• Collaboration and cooperation;

• Confidentiality.

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SECTION II

PURCHASE AND SALE OF ELECTRICITY AND BALANCING RESPONSIBILITY

5. GMV Trading Ltd. carries out activities related to the purchase, sale, and supply of electricity at freely negotiated prices in its capacity as an electricity trader and bears responsibility for balancing the electricity quantities for the members of its balancing group in its capacity as a coordinator of a standard balancing group.

6. GMV Trading Ltd. concludes transactions with the Consumer at freely negotiated prices, whereby the terms of the transactions are settled through individual contracts.

7. When General Terms and Conditions apply to the settlement of relations, a copy thereof shall be provided upon signing the individual contract.

8. The subject of the transactions may include, but is not limited to:

1. Purchase and sale of electricity;

2. Participation in the balancing group;

3. Purchase and sale of Certificates/Guarantees of Origin;

4. Additional (ancillary) services.

9. Changes to the agreed terms shall be made only by mutual consent.

10. Notification of changes to the General Terms and Conditions shall be made in the manner agreed therein.

11. GMV shall publish an up-to-date version of the principles for the allocation of imbalances.

12. GMV shall issue invoices in accordance with legal requirements.

13. The parties agree not to disclose confidential information.

14. The processing of personal data shall be carried out in accordance with the Privacy Policy.

COMMUNICATION CHANNELS

15. GMV provides the following channels:

• Website;

• Telephone;

• Postal address;

• Email;

• Facebook page;

• Information brochures.

16. Up-to-date information is maintained on the website.

17. Consumers must provide current data upon concluding contracts and must notify GMV of any changes.

PROVISION OF INFORMATION

18. Consumers may obtain information regarding:

• Products and offers;

• Invoices and payments;

• Payment methods;

• Termination conditions;

• Additional services;

• Supplier switching;

• Communication channels;

• Procedure for submitting complaints;

• Other applicable information.

19. GMV maintains a database regarding:

• Measured quantities of electricity up to 36 months back;

• Participation in the balancing group;

• Contracts.

20. GMV publishes information on the share of energy sources (energy mix).

21. GMV provides references for consumption up to 36 months back according to a price list.

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SECTION III

COMPLAINTS, SIGNALS, AND PROPOSALS

22. Complaints shall be submitted in writing.

23. Signals and proposals may be submitted in writing or by telephone.

24. They must be submitted by the representing person or an authorized representative.

25. Complaints must contain:

• Name, number, address, contact details;

• Contract number, if applicable;

• Statement of the issue and request;

• Evidence;

• Documents;

• Power of attorney (if applicable).

26. Confidential information must be explicitly indicated.

27. The Consumer may request information on the progress of the case.

28. A response shall be provided within 30 days.

29. In case of necessity, the Consumer shall be notified of any extension.

30. GMV may request additional information.

31. The response shall be sent to the indicated address.

32. In the absence of an indicated address, the registered address shall be used.

33. If the issue is not within GMV’s competence, the competent authority shall be indicated.

34. In case of dissatisfaction, a complaint may be filed with the EWRC.

35. Documentation shall be stored in accordance with the law.

36. Anonymous complaints shall not be considered.

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SECTION IV

DISPUTE RESOLUTION

37. Disputes shall be resolved through negotiations and alternative dispute resolution methods.

38. In the absence of agreement, disputes shall be referred to the competent court.

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SECTION V

ENTRY INTO FORCE

39. These Rules shall be published following approval by the EWRC.

40. In the event of legislative changes, any conflicting texts shall be superseded by the law.

41. The current version shall be published on the GMV website.