Shipping Policy

Complete Rules for Pickup, Transportation and Handover of Orders and Parcels

Article 1. General Provisions

1.1. This Policy sets out the principal rules for pickup, transportation, delivery and handover of Orders and, where applicable, Parcels created through the Mivo Platform.

1.2. This Policy shall be interpreted together with the Terms & Conditions, Refund Policy, Cancellation Policy, Privacy Policy and the applicable partnership agreements.

Article 2. Mivo’s Role

2.1. Mivo is an intermediary service provider within the meaning of Georgian law and the operator of a technological Platform that connects Users, Partner Merchants and independent Partner Couriers.

2.2. Mivo manages the technological coordination of delivery, statuses, Support and administrative processes under its control; the Partner Merchant prepares the product, while actual transportation, where applicable, is performed by an independent Partner Courier.

Article 3. Availability of Delivery

3.1. Delivery availability may depend on the location of the User and Partner Merchant, the service area, availability of Partner Couriers, the type of Order, the characteristics of the product and other operational circumstances.

3.2. Mivo does not guarantee that delivery will be available at all times, in every area, for every Partner Merchant or for every product.

Article 4. Delivery Fee

4.1. If delivery for a particular Order is subject to a fee, the applicable delivery fee will be shown to the User before final confirmation.

4.2. The fee may vary based on distance, service area, Order characteristics, demand or another factor disclosed transparently in advance.

Article 5. Delivery Address

5.1. The User must provide a correct, complete and sufficiently precise address, building or entrance details, floor, apartment or office number, necessary access instructions and contact number, where these are required for the relevant delivery.

Article 6. Incorrect or Incomplete Address

6.1. If delivery cannot be completed because of incorrect, incomplete or misleading information provided by the User, Mivo or the Partner Courier may attempt to contact the User.

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

Article 7. Estimated Delivery Time

7.1. Any delivery, pickup or preparation time shown on the Platform is an estimated time unless expressly stated otherwise.

7.2. The estimated time may change due to preparation time, demand, Partner Courier availability, road conditions, weather, technical issues or safety circumstances.

Article 8. Delay

8.1. Exceeding the estimated time does not, by itself, mean that the Order is lost or cancelled or that the User is automatically entitled to a full refund.

8.2. If a delay becomes material or fulfilment becomes objectively impossible, Mivo will determine the appropriate next step according to the particular circumstances and the applicable policies.

Article 9. Partner Merchant Responsibility for Preparation

9.1. Within the areas under its control, the Partner Merchant is responsible for product availability, preparation, collection, Order assembly and appropriate packaging before handover to the Partner Courier.

9.2. The Partner Merchant must hand over to the Partner Courier the product intended for the relevant Order.

Article 10. Pickup of an Order by a Partner Courier

10.1. When picking up an Order, the Partner Courier verifies, within reasonable limits, that the packaging handed over and the Order identification correspond to the Order shown in the system.

10.2. The Partner Courier’s ordinary duties do not include opening sealed packaging and checking every product inside.

Article 11. Obvious Packaging Problem

11.1. If packaging is clearly open, leaking, materially damaged or its condition clearly indicates that safe transportation is impossible, the Partner Courier may request correction of the issue or use Mivo Support.

11.2. Careless acceptance of an item despite an obvious problem may affect the assessment of responsibility.

Article 12. Transportation of an Order

12.1. After physically picking up an Order, the Partner Courier is responsible, within the areas under the Partner Courier’s control, for transporting the Order with reasonable care and handing it over at the appropriate location.

12.2. The Partner Courier must take into account the nature of the product and relevant information available to the Partner Courier.

Article 13. Change of Partner Courier

13.1. Release of a delivery by a particular Partner Courier, refusal of an offer, or reassignment of the Order to another Partner Courier does not, by itself, mean that the User’s Order is cancelled.

13.2. Where possible, the Platform may assign the delivery to another independent Partner Courier.

Article 14. Simultaneous Offer and First Acceptance

14.1. A particular delivery offer may be displayed simultaneously to all Partner Couriers who satisfy the applicable criteria at that time.

14.2. The delivery is assigned to the eligible Partner Courier who first accepts the offer through successful confirmation in the system. Mivo may determine the maximum number of active deliveries that a single Partner Courier may have simultaneously.

Article 15. Handover of an Order

15.1. The Partner Courier hands over the Order at the relevant location specified by the User or at another lawful and agreed location properly designated for the particular delivery.

15.2. The User must reasonably cooperate with the Partner Courier in order to receive the Order.

Article 16. OTP and Other Handover Confirmation

16.1. Mivo may use an OTP or another one-time verification mechanism for a particular Order.

16.2. The User or recipient must provide the code to the Partner Courier only upon actual receipt. The code may be treated as one important record of handover, although other circumstances will also be assessed in the event of a dispute.

Article 17. Delivery to the Door

17.1. The standard rule is delivery to the door specified by the User, provided that access to the relevant location is permitted, reasonable and safe.

17.2. The absence or malfunction of an elevator does not, by itself, mean that the Order must be left at the building entrance; within reasonable limits, the Partner Courier continues delivery using the stairs.

Article 18. Safe Alternative Handover Location

18.1. If the weight, volume, floor, condition of the stairs, health condition, safety risk or another material circumstance makes delivery to the door clearly unreasonable or unsafe, a reasonable and safe handover location may be agreed with the User and, where necessary, with the involvement of Mivo Support.

Article 19. User Availability

19.1. The User must remain reasonably available during delivery and, where necessary, respond to lawful communications relating to the Order.

19.2. Mivo does not establish a general five-minute, ten-minute or other rule based solely on the passage of a fixed period under which the User automatically loses the value of the Order.

Article 20. Consequences of User Unavailability

20.1. If the User remains unavailable and handover of the Order is objectively impossible, the next step will be determined according to the nature of the product, the stage of delivery, the condition of the product, services already performed and other relevant circumstances.

20.2. The financial outcome is governed by the Refund Policy and Cancellation Policy.

Article 21. Delivery of Food and Grocery Products

21.1. During transportation of Food and Grocery products, the Partner Merchant and Partner Courier each comply, within their respective areas of control, with applicable food-safety and hygiene requirements.

21.2. Where appropriate, the Partner Courier uses a clean insulated delivery bag or another suitable means and must not place Food next to an item that creates a real risk of contamination.

Article 22. Hot, Cold and Frozen Products

22.1. During transportation of a relevant product, participants must reasonably take account of the product’s temperature requirements and must not allow clearly unsuitable transportation conditions.

22.2. Mivo does not guarantee laboratory-grade or absolutely constant temperature during an ordinary delivery process unless a particular service expressly establishes a different standard.

Article 23. Liquids and Fragile Products

23.1. The Partner Merchant or Parcel sender must properly package liquids, fragile items or other sensitive items.

23.2. The Partner Courier must exercise reasonable care during transportation; however, damage caused by inadequate internal packaging may remain within the area of responsibility of the relevant sender or Partner Merchant.

Article 24. Handover of Age-Restricted or Otherwise Restricted Products

24.1. If transfer of a product depends on age, identity verification, prescription, authorisation or another legal condition, handover takes place only when the applicable requirement is satisfied.

24.2. The Partner Courier may refuse handover if the mandatory condition cannot be verified.

Article 25. Delivery of Pharmacy Products

25.1. Delivery of a pharmaceutical product does not alter the obligation of the Pharmacy Partner Merchant to comply with legal rules governing dispensing and substitution.

25.2. The Partner Courier does not make medical decisions and does not change the name, dosage or form of a product.

Article 26. Self-Pickup

26.1. If Self-Pickup is active, the User collects the Order personally from the Partner Merchant’s location and the delivery stage is not performed by a Partner Courier.

26.2. The estimated time when a Self-Pickup Order will be ready and the applicable collection instructions will be provided to the User in a form available on the Platform.

Special Rules for Parcels

Article 27. Parcel Service

27.1. In the Parcel module, an item for delivery is handed to the Partner Courier by the User or another authorised sender; a Partner Merchant does not participate in this relationship.

27.2. Parcel pickup and delivery are available only within an active service area and where the relevant technical functionality is available.

Article 28. Parcel Size and Other Restrictions

28.1. Mivo may establish size, weight, value, shape, contents or other reasonable operational restrictions for the Parcel service.

28.2. An applicable restriction must be disclosed to the User on the Platform or in the relevant service terms.

Article 29. Parcel Packaging

29.1. The sender is responsible for packaging appropriate to the nature of the item, including proper protection for fragile, liquid-containing or other sensitive items.

29.2. Parcel packaging must not create an obvious safety risk to the Partner Courier, another item or the means of transport.

Article 30. Inspection of the External Condition of a Parcel

30.1. At pickup, the Partner Courier may, within reasonable limits, inspect the external condition, size and relevant visible characteristics of the Parcel that are important for safe transportation.

30.2. If the packaging is visibly damaged, the Partner Courier may request correction of the issue or refuse pickup where safe transportation is impossible.

Article 31. Suspicion Regarding Parcel Contents

31.1. If there is a substantiated suspicion that a Parcel contains prohibited or dangerous contents, Mivo or the Partner Courier may request additional information or ask the sender to show the contents.

31.2. The Partner Courier does not unilaterally open the Parcel; where necessary, the Parcel is opened by the sender, unless otherwise provided by law.

Article 32. Prohibited Parcel

32.1. An item whose possession, transfer or transportation is prohibited is not permitted, nor is an item that creates an unacceptable safety risk.

32.2. Service for such a Parcel may be refused or discontinued and, where required by law, information may be provided to a competent authority.

Article 33. Parcel Recipient Data

33.1. If the sender provides Mivo with the recipient’s name, telephone number, address or other personal data, the sender confirms that the sender has an appropriate legal basis or authority to do so.

33.2. The data is used for Parcel coordination, handover, safety, Support and other related lawful purposes.

Article 34. Parcel Recipient Unavailability

34.1. If the recipient is unavailable, the Partner Courier uses the relevant Mivo Support procedure and does not unilaterally leave the Parcel in an unsecured location.

34.2. Where necessary, the Parcel may be returned to the sender.

Article 35. Refusal to Accept a Parcel

35.1. If the recipient refuses to accept the Parcel, the Partner Courier does not forcefully leave the item; the next step is determined through the applicable Mivo Support procedure.

35.2. An additional return fee may arise if it is lawfully payable and the User was properly informed.

Article 36. Lost or Damaged Parcel

36.1. When reviewing a report of loss or damage, Mivo assesses the packaging, condition at pickup, transportation records, GPS data, communications, evidence of handover and other relevant circumstances.

36.2. The financial outcome is determined according to the Refund Policy and the grounds for responsibility.

Disputes, Safety and Other Provisions

Article 37. Transport or Health Issue

37.1. In the event of an accident, vehicle malfunction, health issue or another material circumstance, the Partner Courier prioritizes safety and, where reasonably possible, contacts Mivo Support.

37.2. Mivo may arrange release of the delivery or reassignment to another Partner Courier where possible.

Article 38. Extreme Weather and Emergency Circumstances

38.1. Mivo may temporarily suspend or restrict delivery in the event of extreme weather, a natural disaster, mass disorder, road blockage, a significant safety risk or another exceptional circumstance.

Article 39. Delivery Evidence

39.1. In the event of a dispute, Order status, GPS data, OTP information, photographs, communications, the Partner Merchant’s handover record, User instructions and other lawfully available information may be assessed.

39.2. No single record is necessarily the sole and final evidence in every case; the circumstances are assessed as a whole.

Article 40. Protection of User and Partner Data

40.1. Delivery participants must use personal data only in connection with delivery or another relevant lawful purpose.

40.2. A Partner Courier must not use the User’s telephone number, address or other information for personal or advertising purposes.

Article 41. Allocation of Responsibility

41.1. The Partner Merchant is responsible for the product and packaging at the stage under its control; the Partner Courier is responsible, after physical pickup, for transportation and handover under the Partner Courier’s control; and Mivo is responsible for Platform and administrative processes under its control.

41.2. If several participants caused the issue, responsibility is assessed according to their actual contribution.

Article 42. Claims and Refunds

42.1. A delivery-related claim may be submitted through Mivo Support.

42.2. A refund, compensation or financial adjustment is determined by the Refund Policy, the applicable partnership agreement and applicable law.

Article 43. Changes to This Policy and Contact Information

43.1. Mivo may update this Policy due to changes in law, service areas, technical functionality, safety requirements or operational needs.

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