Cancellation Policy

Complete Rules for Cancellation of Orders and Parcels

I. General Provisions

Article 1. Purpose of the Policy

1.1. This Policy sets out the availability, stages and grounds for cancellation of an Order or Parcel created on the Mivo Platform, the rights of the participants, and the connection with the corresponding financial consequences.

1.2. Cancellation and refunds are related but distinct matters; the final refund rules are governed by the Refund Policy.

Article 2. Mivo’s Role

2.1. Mivo technically administers the cancellation process, the relevant statuses and Support actions.

2.2. Technical cancellation of an Order by Mivo does not, by itself, mean that the original issue arose within Mivo’s area of responsibility.

Article 3. Mandatory Law

3.1. If Georgian law grants the User a mandatory right to cancel, withdraw or exercise another right in relation to a particular product or service, the relevant legal requirement shall apply.

II. Cancellation by the User

Article 4. Cancellation Before Confirmation by the Partner Merchant

4.1. Until the Partner Merchant confirms the Order, the User may cancel the Order if the relevant function is still available on the Platform.

4.2. A successful cancellation is reflected in the system, and any amount paid is processed in accordance with the Refund Policy.

Article 5. After Confirmation by the Partner Merchant

5.1. After the Partner Merchant confirms the Order, automatic cancellation by the User may no longer be available because preparation, collection or other fulfilment of the product may already have begun.

5.2. Any subsequent cancellation may be assessed only according to the particular circumstances, the nature of the product, the stage of fulfilment and mandatory legal requirements.

Article 6. Cancellation of a Scheduled Order

6.1. A Scheduled Order may be cancelled up to the stage and subject to the conditions permitted by the Platform functionality or the applicable special rule.

6.2. If preparation of the Order has already begun, the financial outcome may differ from cancellation at an earlier stage of the Order.

Article 7. Cancellation Request Through Support

7.1. If the automatic cancellation button is no longer available, the User may contact Mivo Support to explain the circumstances.

7.2. Contacting Support does not mean that cancellation is necessarily possible or automatically free of charge; the decision is made according to the current status of the Order.

III. Cancellation by the Partner Merchant

Article 8. Product Unavailability Before Acceptance

8.1. Before accepting an Order, the Partner Merchant must verify product availability and must not confirm an Order that is objectively impossible to fulfil.

8.2. If a product is unavailable, the Partner Merchant must reject the Order or use the relevant available procedure before acceptance.

Article 9. Issue Arising After Acceptance of the Order

9.1. If genuine impossibility of fulfilment arises after acceptance, the Partner Merchant must promptly use the relevant Mivo Support procedure and must not leave the Order in an uncertain status.

9.2. The financial consequences of a cancellation caused by the Partner Merchant may be reflected in settlement with that Partner.

Article 10. Unlawful or Dangerous Product

10.1. Mivo or the Partner Merchant may cancel or refuse an Order if the sale, transfer or delivery of the product is prohibited, if there is a serious safety risk, or if a special condition required by law cannot be satisfied.

IV. Partner Courier and Interruption of Delivery

Article 11. Partner Courier Refusal of an Offer

11.1. A Partner Courier may decline a delivery offer before it is treated as a delivery accepted by that Partner Courier.

11.2. A refusal by a particular Partner Courier does not automatically cancel the User’s Order; the Platform may make the offer available to another eligible Partner Courier.

Article 12. Inability to Continue an Accepted Delivery

12.1. After accepting a delivery, the Partner Courier does not unilaterally cancel the User’s Order.

12.2. In the event of an accident, health issue, vehicle malfunction, safety risk or another material circumstance, the Partner Courier uses Mivo’s release, Support or reassignment procedure.

Article 13. Change of Partner Courier

13.1. Reassignment of a delivery to another Partner Courier does not, by itself, cancel an Order already prepared by the Partner Merchant and does not create an automatic refund for the User.

13.2. If fulfilment of the Order ultimately becomes impossible, the applicable cancellation and refund rules shall apply.

V. Information Provided by the User and User Unavailability

Article 14. Incorrect Address

14.1. The User is responsible for providing a correct and sufficient address necessary for delivery.

14.2. Changing the address during fulfilment of an Order is not always possible and may depend on the current stage, the new location and the Partner Courier’s ability to complete the delivery.

Article 15. Incorrect Contact Information

15.1. If delivery objectively cannot be completed because the User provided an incorrect telephone number or other material information, the subsequent status will be assessed taking into account the User’s responsibility and services already performed.

Article 16. User Unavailability

16.1. If the User is unavailable at handover, Mivo or the Partner Courier may make reasonable attempts to contact the User.

16.2. Mivo does not apply a rule based solely on the expiry of a fixed period under which the User automatically loses the value of the Order in every case.

Article 17. Inability to Deliver to the Door

17.1. If access to a particular door is clearly unsafe, unlawful or reasonably impossible, an alternative safe handover location may be agreed with the involvement of Mivo Support.

17.2. The absence of an elevator does not, by itself, create a right to cancel the Order or leave it at the building entrance.

VI. Payment, Security and Fraud

Article 18. Failed Payment

18.1. An Order may not be confirmed or may be cancelled if payment fails, is declined, is reversed, or is not confirmed by the payment service provider.

18.2. If an amount was actually charged, the financial outcome is governed by the Refund Policy.

Article 19. Fraudulent or Unauthorised Payment Method

19.1. Mivo may suspend or cancel an Order where there is a reasonable and substantiated suspicion of a stolen, unauthorised or fraudulently used payment method, a fake account or other financial abuse.

19.2. This Article must not be used to unjustifiably restrict a lawful complaint by a good-faith User.

Article 20. Cancellation Due to Safety or Legal Requirements

20.1. Mivo may cancel or suspend an Order if fulfilment would violate law, a court or competent authority requirement, create a serious safety risk, or if a necessary technical system is objectively unable to operate.

VII. Special Orders and Modules

Article 21. Self-Pickup Function

21.1. Mivo may activate Self-Pickup for a particular service or at a particular time.

21.2. Cancellation of a Self-Pickup Order depends on the Partner Merchant’s confirmation and the stage of preparation, in accordance with the rules applicable to the relevant product.

Article 22. Food and Perishable Products

22.1. Cancellation of prepared Food or rapidly perishable products may be subject to statutory restrictions or to financial consequences relating to preparation already performed.

22.2. This does not restrict the User’s right to request an appropriate remedy where the product is defective, improper or does not conform to the Order.

Article 23. Pharmacy Products

23.1. A Pharmacy Order may be cancelled where a prescription, age, identity, legality or other mandatory requirement cannot be satisfied.

23.2. The Partner Merchant may not unilaterally substitute a pharmaceutical product without the User’s proper consent in order to avoid cancellation.

Article 24. Cancellation Before Pickup of a Parcel

24.1. The sender of a Parcel may cancel the request before the Parcel is physically picked up, if the relevant function is available.

24.2. A charge for an arrival already made or another lawfully performed service may remain payable if the User was properly informed of that condition in advance.

Article 25. Parcel Recipient Unavailability

25.1. If the Parcel recipient cannot be contacted or the Parcel cannot be handed over, additional reasonable contact attempts may be made and the Mivo Support procedure may be used.

25.2. Where necessary, the Parcel may be returned to the sender; an applicable return fee may arise if it is lawfully payable and the User was properly informed.

Article 26. Prohibited Parcel

26.1. If, before pickup or during transportation, it is discovered that a Parcel contains a prohibited or unacceptably dangerous item, the service may be discontinued and further action will be determined according to safety requirements and applicable law.

VIII. Financial Consequences of Cancellation

Article 27. Full Refund

27.1. A full refund may be provided where an Order is cancelled for reasons outside the User’s responsibility at a stage when the product or service has not been fulfilled, or where a full refund is mandatory by law.

Article 28. Partial Refund

28.1. If part of the Order has been fulfilled, only part cannot be fulfilled, or the User is missing part of the Order, a partial refund may be applied according to the actual outcome.

Article 29. Mivo Wallet

29.1. If Mivo Wallet is active, an amount refundable as a result of cancellation will ordinarily be credited first to the User’s Mivo Wallet, except where law or a mandatory payment rule requires the amount to be returned to the original payment method.

Article 30. Tip Upon Cancellation

30.1. A Tip paid in advance for a cancelled Order is not credited to the Partner Courier and is refunded to the User in full through the applicable refund channel.

Article 31. Discounts and Promotions

31.1. The financial outcome of cancellation takes into account the amount actually paid by the User and the applicable terms of any discount, coupon or promotion used.

31.2. Whether a discount code from a cancelled Order may be used again depends on the terms of the particular promotion and technical availability.

IX. Review and Final Provisions

Article 32. Evidence

32.1. To determine the reason for cancellation, Mivo may use Order statuses, Partner Merchant records, Partner Courier data, GPS data, OTP information, communications, photographs, videos, payment records and other relevant lawfully available information.

Article 33. Decision and Notification

33.1. Following cancellation, available information about the Order status and, where relevant, the refund process will be provided to the User through the Platform or another appropriate channel.

33.2. A participant may submit additional relevant information if that participant believes that the reason for cancellation was assessed incorrectly.

Article 34. Changes to This Policy and Contact Information

34.1. Mivo may update this Policy due to changes in law, Platform functionality or operational needs. Mandatory rights that have already arisen will not be restricted.

34.2. Company: MivoApp LLC
Identification Number: 445831565
Registered Address: No. 66 Khasan Khelimishi Street, Batumi, Georgia
Website: mivo.ge
Email: support@mivo.ge