Refund Policy

Complete Rules for Refunds Related to Orders, Products, Delivery and Parcels

I. General Rules

Article 1. Purpose of the Policy

1.1. This Policy sets out the rules for reviewing, approving and processing full or partial refunds, as well as making related financial adjustments, in connection with amounts paid through the Mivo Platform.

1.2. This Policy shall be interpreted together with the Terms & Conditions, Cancellation Policy, Shipping Policy and applicable law.

Article 2. Mivo’s Role

2.1. Mivo administers the refund process and is responsible for financial and technological actions under its control.

2.2. Administration of a refund does not, by itself, mean that the issue was caused by Mivo; responsibility is determined according to the actual cause.

Article 3. Who This Policy Applies To

3.1. This Policy applies to the User, the relevant Partner Merchant, the Partner Courier and Mivo to the extent that each participates in the particular Order, delivery, Parcel or financial process.

Article 4. Mandatory Legal Rights

4.1. If applicable Georgian law grants the User, in a particular case, a broader or mandatory right to a refund, remedy, replacement, price reduction or another remedy, that legal right shall apply.

II. Main Refund Principles

Article 5. Full and Partial Refunds

5.1. A refund may be full or partial depending on the extent of the issue, the portion of the product or service used, any delivery already performed, the grounds for responsibility and applicable law.

5.2. A minor or partial issue does not automatically require a refund of the entire Order value unless the law or the factual circumstances require a different result.

Article 6. Assessment of the Actual Cause

6.1. Where relevant, Mivo assesses whether the issue arose within the area of control of the Partner Merchant, Partner Courier, Mivo, the User, the payment service provider or another circumstance.

6.2. If the actions of several parties contributed to the issue, the outcome is assessed according to each party’s actual contribution.

Article 7. A Complaint Does Not Mean Automatic Fault

7.1. Submission of a refund request by the User does not, by itself, establish fault on the part of any participant or create an automatic financial obligation.

7.2. A decision is made on the basis of the available evidence and mandatory legal requirements.

Article 8. Refund Channel

8.1. If Mivo Wallet is legally and technically active, an approved refundable amount will ordinarily be credited first to the User’s Mivo Wallet.

8.2. If applicable law or a mandatory rule of a bank, payment service provider or relevant payment system requires the amount to be returned to the original payment method, the refund will be made in accordance with that mandatory rule.

Article 9. Use of Mivo Wallet

9.1. Funds refunded to Mivo Wallet may be used only to purchase products and services available on the Mivo Platform, including Parcel services.

9.2. Funds in Mivo Wallet cannot be withdrawn to a bank account or card unless a corresponding lawful function is separately activated in the future or a mandatory legal rule requires a different result.

Article 10. Order Cancellation and Refunds

10.1. Order cancellation and a refund are related but distinct matters.

10.2. Cancellation does not always mean a full refund; the financial outcome depends on the status of the Order, the nature of the product or service, actions already performed, the grounds for responsibility and applicable law.

III. Product and Order Issues

Article 11. Incorrect Product

11.1. If the User receives a product different from the one ordered and the circumstances confirm an Order-assembly error by the Partner Merchant, a full or partial refund for the relevant product or another lawful remedy may be provided.

11.2. A Partner Merchant’s Order-assembly error that is not visible from outside the packaging will ordinarily not fall within the Partner Courier’s area of responsibility.

Article 12. Missing Product

12.1. If a product is missing from the Order and it is confirmed that it was not handed over to the User, the value of the relevant product may be refunded or another legally appropriate remedy may be applied.

12.2. When determining the cause, Mivo may assess the Partner Merchant’s Order assembly, packaging, the circumstances of pickup by the Partner Courier and handover records.

Article 13. Defective or Non-Conforming Product

13.1. In the case of a defective, damaged or non-conforming product, the User’s mandatory rights are determined by Georgian law.

13.2. Depending on the product and the circumstances, an appropriate remedy may include replacement, repair, price reduction, refund or another remedy provided by law.

Article 14. Food Quality and Safety

14.1. When assessing a request relating to Food or Grocery products, Mivo may take into account the condition of the product, temperature, packaging, preparation, allergen or ingredient information, delivery time and other relevant circumstances.

14.2. A serious food-safety issue will be reviewed as a priority and, where necessary, the relevant product or Partner Merchant offer may be temporarily restricted.

Article 15. Size of Handmade Products

15.1. A minor natural or technical variation in handmade food does not, by itself, constitute an automatic ground for a refund.

15.2. Where size is stated in centimetres, a reasonable technical tolerance of approximately ±2 cm is permitted; however, intentional or systematic material undersizing may constitute grounds for a refund and for action in response to a Partner Merchant violation.

Article 16. Products Sold by Weight and Naturally Variable Products

16.1. The final quantity of a product sold by weight or a naturally variable product may differ slightly from the quantity shown in advance.

16.2. If the final price depends on actual weight, the User’s financial outcome must be adjusted according to the actual quantity and the applicable rule.

Article 17. Substitution of Pharmaceutical Products

17.1. A Partner Merchant must not change the name, dosage, form or another material characteristic of a pharmaceutical product without the User’s proper consent.

17.2. If such an unlawful or unagreed substitution occurs, the User’s request will be assessed taking into account the relevant legal and safety circumstances.

Article 18. Shopping Goods and the Right of Withdrawal

18.1. Where the User lawfully exercises a right of withdrawal from a distance contract, the refund will be processed in accordance with applicable law and the relevant rules for returning the goods.

18.2. Statutory exceptions to the right of withdrawal remain fully applicable.

IV. Delivery- and Parcel-Related Cases

Article 19. Delivery Delay

19.1. A minor or ordinary delay beyond the estimated delivery time does not, by itself, create an automatic right to a full refund.

19.2. In the event of a material delay, the nature of the product, the duration and cause of the delay, the condition of the product and the User’s mandatory legal rights will be assessed.

Article 20. Lost or Damaged Parcel

20.1. If the User reports that a Parcel has been lost or damaged, Mivo will assess the information and relevant evidence available to it.

20.2. In assessing responsibility, Mivo will take into account the packaging, the external condition at the time of pickup by the Partner Courier, transportation circumstances, the handover record and other relevant factors.

Article 21. Order Damaged During Transportation

21.1. If a product was handed over by the Partner Merchant in proper condition but was damaged during transportation under the Partner Courier’s control, financial responsibility will be assessed according to the area of control of the Partner Courier or other relevant party.

21.2. If the damage was caused by inadequate packaging by the Partner Merchant, responsibility may remain within the Partner Merchant’s area of responsibility.

Article 22. User Unavailability

22.1. If delivery cannot be completed because the User or Parcel recipient is unavailable, the financial outcome will be determined according to the nature of the product, delivery already performed, possible return, additional costs and other circumstances.

22.2. The mere expiry of a fixed period does not mean that the User automatically loses all amounts paid.

Article 23. Incorrect Address or Information

23.1. If fulfilment of the Order becomes impossible because the User provided a materially incorrect or incomplete address, contact detail or other necessary information, the refund may be reduced to take account of services already performed and lawfully incurred costs.

23.2. The User’s mandatory rights are not restricted in relation to an issue that was not caused by an error in the information provided by the User.

Article 24. Change of Partner Courier

24.1. Changing a particular Partner Courier or reassigning a delivery to another Partner Courier does not, by itself, constitute grounds for a refund where the Order is properly fulfilled.

24.2. If reassignment causes a material issue, the outcome will be assessed according to the factual circumstances.

V. Payment and Financial Cases

Article 25. Failed Payment

25.1. If a payment is not completed or the payment service provider declines the transaction, no refund obligation arises in respect of an amount that was not actually charged.

25.2. If an amount is charged but the Order is not created, Mivo will verify the transaction status and make the appropriate financial adjustment.

Article 26. Duplicate or Excess Charge

26.1. If, due to a technical or payment-processing error, the same Order is charged twice or an excessive amount is charged, the confirmed excess amount will be refunded in accordance with the applicable refund procedure.

Article 27. Disputed Card Transaction

27.1. If the User disputes a card transaction with a bank or payment service provider, Mivo may, within lawful limits, provide relevant evidence relating to the Order and handover.

27.2. The outcome of a card dispute may affect the final form of a refund or financial adjustment with a Partner.

Article 28. Fraudulent or Unauthorised Payment

28.1. Where use of a stolen, unauthorised or fraudulent payment method is suspected, Mivo may temporarily suspend the relevant refund or settlement to the extent necessary to conduct security checks and comply with applicable payment rules.

28.2. A lawful request by a good-faith User must not be restricted solely on the basis of an unconfirmed suspicion.

Article 29. Discount, Coupon and Mivo-Funded Offer

29.1. When processing a refund, Mivo takes into account the amount actually paid by the User, any discount, coupon or promotion used, and the specific terms applicable to them.

29.2. A discount funded by Mivo must not be deducted from the amount due to the Partner Merchant unless the parties agreed otherwise in advance.

Article 30. Refund of Tips

30.1. If an Order is cancelled, a Tip paid in advance is not credited to the Partner Courier and is refunded to the User in full.

30.2. After a completed Order, a Tip refund will be considered only where there is a relevant error, unauthorised transaction or another legally justified circumstance.

VI. Submission and Review of Requests

Article 31. Submitting a Request

31.1. The User may submit a refund request through an available Support channel on the Platform or by email to support@mivo.ge.

31.2. The request should preferably include the Order number, a brief description of the issue and any relevant evidence available to the User.

Article 32. Evidence and Review of a Request

32.1. Mivo may use Order statuses, Partner Merchant records, Partner Courier delivery data, GPS data, OTP information, photographs, videos, communications, transaction status and other lawfully available information.

32.2. Mivo will request only evidence that is reasonably necessary to assess the particular request.

Article 33. Decision and Notification of the User

33.1. After the request has been reviewed, the User will be informed of the outcome and, if a refund is approved, the refund channel and, where relevant, the expected technical processing time.

33.2. If the request is not granted in full or in part, the User may submit additional relevant information or use a remedy available under law.

Article 34. Payment Service Provider Processing Time

34.1. After Mivo processes a refund transaction, the time required for the amount to be finally reflected on a card or another original payment method may depend on the payment service provider, bank and relevant payment system.

34.2. Mivo is not responsible for third-party banking processing delays beyond its reasonable control, although it will provide the User with available information to the extent reasonably necessary.

Article 35. Financial Adjustment With a Partner

35.1. If a refund results from a confirmed issue within the area of control of a Partner Merchant or Partner Courier, Mivo may take the relevant amount into account in settlement with that Partner in accordance with the applicable agreement.

35.2. Any adjustment must be transparent and justified and must not be imposed on a Partner because of an error by Mivo, another Partner or the payment infrastructure.

Article 36. Changes to This Policy and Contact Information

36.1. Mivo may update this Policy due to changes in applicable law, payment processes, Platform functionality or operational needs. An update will not restrict any mandatory right that has already arisen.

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