Terms & Conditions

Complete Legal and Operational Rules for Use of the Mivo Platform

I. General Provisions

Article 1. Purpose of This Document

1.1. These Terms & Conditions set out the principal rules governing use of the Mivo Platform, Orders, payments, delivery, Parcels, User Support and other functions that are actually available.

1.2. This document regulates the relationship among Mivo, Users, Partner Merchants and Partner Couriers according to their actual roles and control over the relevant process.

1.3. Where applicable Georgian law establishes a mandatory rule on a particular matter, that mandatory requirement applies. No provision limits a right that may not lawfully be limited.

Article 2. What Mivo Is

2.1. Mivo is a multifunctional digital commerce platform operated by MivoApp LLC and an intermediary service provider within the meaning of Georgian law.

2.2. Mivo provides a technological environment connecting Users, Partner Merchants and independent Partner Couriers.

2.3. In the Food, Grocery, Pharmacy and Shopping modules, the seller and offeror of a product is the relevant Partner Merchant. Mivo does not become the owner, manufacturer or seller of a product merely because the Platform is used.

2.4. A Partner Merchant does not participate in the Parcel module; where applicable, physical transportation and handover of the item are performed by an independent Partner Courier.

Article 3. Mivo’s Role and Functions

3.1. Within the areas under its control, Mivo operates and administers the Platform, manages technical account functionality, electronic creation and transmission of Orders to relevant participants, payment administration, settlements with Partners, technical availability of delivery offers, Support, refunds and security processes.

3.2. Mivo is responsible for the technological, administrative and financial processes directly under its control to the extent provided by law and the relevant agreement.

Article 4. Role of the Partner Merchant

4.1. A Partner Merchant is an independent person or business that, on the basis of an active partnership with Mivo, offers its own products to Users.

4.2. Within the areas under its control, the Partner Merchant is responsible for the lawfulness, actual characteristics, information, stock, preparation, collection, assembly and packaging of its products.

Article 5. Role of the Partner Courier

5.1. A Partner Courier is an independent person who receives delivery offers available through the Mivo Platform and, within the areas under the Partner Courier’s control, is responsible for performing an accepted delivery.

5.2. The relationship between Mivo and a Partner Courier does not, by itself, create an employment relationship.

Article 6. Service Modules

6.1. The Mivo Platform may include Food, Grocery, Pharmacy, Shopping and Parcel modules.

6.2. Not all modules or functions are necessarily active at the same time. A function that technically exists in the system but is disabled is not considered an active service offered to Users.

Article 7. Prevailing Georgian Version

7.1. The principal version of this document is in Georgian. Mivo may publish translations into other languages for convenience.

7.2. In the event of a discrepancy or ambiguity between the Georgian text and a translation, the Georgian version prevails unless otherwise required by mandatory law.

Article 8. Related Documents

8.1. These Terms are supplemented by the Privacy Policy, About Us, Refund Policy, Cancellation Policy, Shipping Policy, Partner Merchant Service Agreement and Partner Courier Service Agreement.

8.2. A specific special matter is interpreted together with the relevant special document. Mivo documents must be interpreted consistently with one another.

II. Information Presented on the Platform

Article 9. Information About Mivo

9.1. Mivo ensures that basic company information required by law is easily accessible to Users, including the company name, legal form, identification number, address and contact information.

Article 10. Identification of the Partner Merchant

10.1. Before placing an Order, it must be clear to the User which Partner Merchant is offering the relevant product.

10.2. The Partner Merchant is responsible for the accuracy and updating of registration, contact, licensing and other mandatory information provided to Mivo.

Article 11. Transparency of Prices and Charges

11.1. Before final confirmation of an Order, the User must be able to see the amount payable, product price, delivery fee and any other applicable mandatory charge.

11.2. The User will not be charged an additional mandatory fee about which the User was not appropriately informed before confirming the Order.

III. Users and Accounts

Article 12. Who Is a User

12.1. A User is a person who uses Mivo to search for, order, pay for or receive a product or service, send a Parcel, or use another available function.

12.2. Depending on the service, the User may be the person placing the Order, payer, recipient of a product, sender of a Parcel or recipient of a Parcel.

Article 13. Age Requirements

13.1. A person aged 18 or older may independently create a Mivo account.

13.2. Receipt of an age-restricted or otherwise specially regulated product may require verification of age, identity or another circumstance required by law.

Article 14. Account Creation and Accuracy of Information

14.1. When creating and using an account, the User must provide information that is, to the extent reasonably possible, accurate, complete and current.

14.2. The User is responsible for the accuracy of the address, contact information and delivery instructions provided by the User.

Article 15. Account Security

15.1. The User must take reasonable steps to protect means of account access and must not provide a password, authentication code or other security information to an unauthorised person.

15.2. If unauthorised access is suspected, the User must, as promptly as reasonably possible, use an available account-protection measure or contact Mivo Support.

Article 16. Account Deletion and Retention of Records

16.1. A User may request account deletion through an available Platform function or through Support.

16.2. Account deletion does not mean immediate deletion of all related records where retention is justified by a legal, financial, security, dispute-related or other lawful basis. Detailed rules are set out in the Privacy Policy.

IV. Proper Use of the Platform

Article 17. Right to Use the Platform

17.1. Mivo grants the User a limited, personal and non-transferable right to use the Platform in accordance with its intended purpose, applicable law and these Terms.

17.2. Use of the Platform does not transfer ownership of Mivo software, brands or other protected material to the User.

Article 18. Prohibited Technical Actions

18.1. Unauthorised access to another person’s account, circumvention of security mechanisms, mass unauthorised extraction of Platform data, distribution of malicious code, reverse engineering or other technical misuse is prohibited, except where expressly permitted by law.

Article 19. Prohibited Conduct

19.1. Fraudulent Orders, false claims, abuse of refund mechanisms, threats, abuse, discriminatory or violent conduct toward another participant, and other unlawful activities are prohibited.

Article 20. Restrictions for Security Purposes

20.1. Mivo may proportionately restrict a particular function or account where there is a substantiated risk of fraud, a security threat, unlawful activity or another material breach.

20.2. Measures may include a warning, restriction of a particular function, temporary suspension or, in the case of a serious and repeated breach, account closure to the extent permitted by law.

V. Order Creation and Fulfilment

Article 21. Selection of Products and Variants

21.1. The User independently selects the Partner Merchant, product, quantity, variant, add-on and other available options.

21.2. Before confirming the Order, the User must review information that is material to the User.

Article 22. Final Order Confirmation

22.1. Before final confirmation, the User is shown the contents of the Order, the available method of receipt, the payment method and the final amount payable.

22.2. Confirmation of the Order constitutes the User’s request to create the relevant Order and begin the payment process.

Article 23. Acceptance of an Order by the Partner Merchant

23.1. The Partner Merchant accepts an Order only after reasonably verifying availability of the products required for fulfilment.

23.2. After the Partner Merchant accepts the Order, automatic cancellation by the User may no longer be available except where provided by law or the applicable policy.

Article 24. Changes to an Order

24.1. An Order may be changed only where the relevant function is actually available and the change is technically and operationally possible.

24.2. Where a Partner Merchant adds, removes or substitutes a product using such a function, this must occur with the User’s appropriate consent and in compliance with legal requirements.

Article 25. Scheduled Orders

25.1. Mivo may provide a Scheduled Order function. The scheduled time represents a preferred period for fulfilment and is not an absolute guarantee unless the Platform expressly states otherwise.

25.2. The applicable rules on product availability, payment, cancellation and delivery also apply to Scheduled Orders.

VI. Payment, Merchant Settlement and Financial Processes

Article 26. Available Payment Methods

26.1. A User may use only a payment method that is actually active on the Platform at the relevant time. At present, the principal active payment method available to Users is payment by card.

26.2. Cash payment or another method that technically exists in the system but is disabled is not considered an active payment method.

Article 27. Authority to Use a Payment Method

27.1. A User must use only a card or other payment method that the User is authorised to use.

27.2. Use of an unauthorised payment method may result in suspension or cancellation of an Order, additional verification or another measure permitted by law.

Article 28. Third-Party Payment Service Provider

28.1. Card payments may be processed within the system of an authorised third-party payment service provider selected by Mivo.

28.2. Mivo may receive the transaction number, amount, status, time, refund status and other necessary limited information. Full card data may be processed directly by the payment service provider.

Article 29. Payment Authorisation and Rejection

29.1. An Order may not be confirmed or may be cancelled if payment is rejected, cannot be completed, is reversed, is not confirmed by the payment service provider, or there is a substantiated security risk.

29.2. If an amount has actually been charged but the Order could not be created or fulfilled, the matter is handled under the Refund Policy and applicable payment rules.

Article 30. Effect of Payment to Mivo

30.1. The Partner Merchant grants Mivo limited authority necessary solely for financial fulfilment of the relevant Order to receive the product price from the User on behalf of the Partner Merchant through a payment system activated on the Platform.

30.2. After the User has properly made full payment through the Mivo Platform, the User has no further obligation to pay the same product price to the Partner Merchant. The Partner Merchant’s claim for the corresponding financial settlement is directed against Mivo.

30.3. This limited authority does not create a general agency relationship between Mivo and the Partner Merchant.

Article 31. Credit of Funds to Mivo’s Account

31.1. The full amount paid by the User for an Order is credited to Mivo’s relevant account according to the applicable payment system.

31.2. Mivo records the amount against the relevant Order and, when settling with the Partner Merchant, takes into account the amount due to the Partner Merchant, Mivo’s commission and lawful contractual adjustments.

Article 32. Weekly Settlement with Partner Merchants

32.1. Mivo settles with Partner Merchants every Monday for amounts payable for the preceding calendar week, from Monday through Sunday.

32.2. If Monday is an official non-business day in Georgia or banking settlement is unavailable, settlement may be made on the next business day.

32.3. The specific commission, charges and other commercial terms are determined by the Partner Merchant Service Agreement or its financial schedule.

Article 33. Disputed Card Transactions and Fraud

33.1. If a bank, payment service provider or relevant payment system treats a transaction as disputed, unauthorised or fraudulent, Mivo may collect and provide the relevant party with information necessary to review the dispute to the extent permitted by law.

33.2. Responsibility is not automatically imposed on the Partner Merchant; it is determined according to the actual cause of the dispute, evidence of Order fulfilment, payment rules and each participant’s area of control.

33.3. Mivo may temporarily withhold only an amount reasonably connected with the disputed transaction where required by the payment system, a fraud investigation, law or substantiated financial-risk management.

Article 34. Taxes and Accounting Records

34.1. Mivo and the Partner Merchant are each independently responsible for the tax and accounting obligations applicable to them.

34.2. Mivo may retain relevant Order, transaction and settlement records for the period required by law and, where legally required, provide necessary information to a competent authority.

VII. Order Cancellation

Article 35. User Cancellation Before Merchant Confirmation

35.1. Until the Partner Merchant confirms the Order, the User may cancel it if the relevant function remains available on the Platform.

35.2. Successful cancellation is recorded in the system and any subsequent processing of the amount paid is handled in accordance with the Refund Policy.

Article 36. After Merchant Confirmation

36.1. After the Partner Merchant confirms the Order, automatic cancellation by the User may no longer be possible because preparation, collection or another stage of fulfilment may already have begun.

36.2. Any later cancellation and its financial consequences are determined according to the type of Order, stage of fulfilment, costs already incurred, grounds for responsibility and applicable law.

Article 37. Cancellation by Mivo or a Partner

37.1. An Order may be cancelled because of product unavailability, a payment problem, a safety risk, an unlawful product, technical impossibility, materially incorrect information provided by the User or another substantiated reason.

37.2. Technical cancellation by Mivo does not, by itself, mean that the original problem arose within Mivo’s area of responsibility; responsibility is assessed according to the factual cause.

VIII. Receipt and Delivery of Orders

Article 38. Methods of Receiving an Order

38.1. Delivery, Self-Pickup, scheduled receipt or another activated method may be available for a particular Order.

38.2. Before confirmation, the User is shown only the options that are actually available at the relevant time.

Article 39. Self-Pickup

39.1. Where Self-Pickup is active, the User personally goes to the relevant Partner Merchant location to collect the Order.

39.2. A Partner Courier does not participate in Self-Pickup unless the particular service model expressly provides otherwise.

39.3. The User must follow the relevant Order-readiness and collection instructions shown on the Platform.

Article 40. Delivery Availability and Fee

40.1. Delivery availability may depend on the service area, the locations of the Partner Merchant and User, availability of Partner Couriers, the nature of the Order and other operational circumstances.

40.2. Where delivery is subject to a fee, the applicable fee is disclosed to the User before final confirmation.

Article 41. Estimated Delivery Time and Delays

41.1. A delivery, pickup or preparation time shown on the Platform is an estimate unless expressly stated otherwise.

41.2. Estimated time may change because of preparation, demand, road conditions, weather, Partner Courier availability, technical issues or safety circumstances.

41.3. An ordinary or minor delay does not, by itself, result in automatic cancellation or a full refund; statutory rights are not restricted.

Article 42. User Availability

42.1. The User must remain reasonably available for handover and provide accurate contact information needed for delivery.

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

42.3. If handover is objectively impossible, further action is determined according to the nature of the product, stage of delivery, services already performed and other relevant circumstances.

Article 43. Delivery to the Door and Safety

43.1. The standard rule is delivery to the door specified by the User where access is lawfully permitted, reasonable and safe.

43.2. 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.

43.3. If the Order’s weight or volume, the floor, condition of the stairs, a health condition or another real safety circumstance makes delivery to the door clearly unreasonable or dangerous, the Parties may determine a reasonable and safe handover location with the involvement of Mivo Support.

Article 44. Handover Confirmation and OTP

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

44.2. The User or relevant recipient must provide the OTP to the Partner Courier only upon actual receipt of the Order or Parcel.

44.3. Use of the OTP may be treated as an important record of handover, although other available circumstances will also be assessed in the event of a dispute.

IX. Food Module

Article 45. Food Orders

45.1. In the Food module, the offeror and seller of the product is the Partner Merchant. Before ordering, the User must review information about the offer that is material to the User.

Article 46. Ingredients and Allergens

46.1. The Partner Merchant is responsible for the accuracy of information it provides regarding ingredients, allergens and other mandatory food information.

46.2. In the case of allergies, intolerances or special dietary requirements, the User must review available information and, where necessary, use an available communication method to request additional information.

Article 47. Handmade Products

47.1. Handmade food products cannot always be absolutely identical. Minor natural or technical differences may relate to shape, thickness, surface, arrangement, appearance or size.

47.2. A minor, reasonable and non-material difference does not, by itself, constitute automatic grounds for a full refund.

Article 48. Reasonable Size Tolerance

48.1. Where the size of a handmade product is stated in centimetres, a natural technological variation of approximately ±2 cm is permitted unless the specific offer clearly provides otherwise.

48.2. This tolerance must not be used systematically or intentionally to provide the User with materially less product.

Article 49. Food Safety

49.1. The Partner Merchant is responsible for compliance with applicable food-safety, hygiene, temperature, storage and packaging requirements during preparation and until handover to the Partner Courier.

49.2. After physical pickup, the Partner Courier is responsible, within their area of control, for maintaining reasonable product safety during transportation.

X. Grocery Module

Article 50. Grocery Products

50.1. In the Grocery module, products may be packaged, unpackaged, sold by weight, perishable or naturally variable.

50.2. The final quantity of a weighted or naturally variable product may differ slightly from the amount shown in advance where the variation is natural or technically reasonable and the User’s financial result is appropriately adjusted.

Article 51. Substitution and Availability

51.1. If a particular Grocery product is unavailable, the Partner Merchant must not substitute it with a materially different product without the User’s appropriate consent where such consent is required.

51.2. Use of product-substitution functionality depends on the functionality actually available on the Platform.

XI. Pharmacy Module

Article 52. Pharmacy Partner Merchant

52.1. In the Pharmacy module, the Partner Merchant must be authorised to sell the relevant product and must comply with requirements governing dispensing and sale of the particular product.

Article 53. Age-, Prescription- or Otherwise Restricted Products

53.1. A product restricted by prescription, age, identity verification, permit or another special legal requirement may be dispensed or handed over only where the relevant requirements are satisfied.

53.2. Such a product will not be handed to a person to whom its transfer is prohibited by law.

Article 54. Medical Decisions and Substitution

54.1. Mivo does not provide medical advisory services, and the User must not rely solely on technical information on the Platform when making a medical decision.

54.2. Without the User’s appropriate consent, the Partner Merchant must not change the name, dosage, form or another material characteristic of a pharmaceutical product. Any substitution must comply with applicable law.

XII. Shopping Module and Returns of Goods

Article 55. Shopping Products

55.1. In the Shopping module, the Partner Merchant is responsible for the accuracy of the product name, brand, model, size, colour, technical characteristics, condition and other material information.

55.2. If a particular product is used, refurbished or otherwise in a special condition, this must be clearly disclosed to the User before the Order.

Article 56. Conformity of Goods

56.1. The User must receive the goods specified in the Order in the appropriate quantity and condition.

56.2. Mandatory User rights concerning defective, damaged or non-conforming goods apply in accordance with Georgian law.

Article 57. Right to Withdraw from a Distance Contract

57.1. Where Georgian law gives a User the right to withdraw from a distance contract for a particular product or service within 14 calendar days, Mivo and the Partner Merchant will comply with that mandatory rule.

57.2. Exercise of the right of withdrawal may include clear notice through Mivo Support or another actually available communication channel.

Article 58. Commencement and Period of the Right of Withdrawal

58.1. The withdrawal period is calculated in accordance with applicable law, taking into account the type of product or service.

58.2. Mivo’s technical records may be used to verify the time of an Order, delivery or request.

Article 59. Exceptions to the Right of Withdrawal

59.1. The 14-day right of withdrawal does not apply to every product and service.

59.2. To the extent provided by law, exceptions may include goods liable to deteriorate or expire rapidly, goods made to the User’s specifications or personalised, sealed hygiene goods after the relevant seal has been broken, fully performed applicable services, and other cases provided by law.

59.3. Each case is assessed under the full requirements of applicable law.

Article 60. Return of Goods Following Withdrawal

60.1. Where the User lawfully exercises the right of withdrawal, the goods must be returned in accordance with the procedure and period prescribed by applicable law.

60.2. The condition of the goods, return costs and financial consequences of the refund are determined by law and the Refund Policy.

Article 61. Defective or Non-Conforming Goods

61.1. A return because the User has changed their mind and a claim concerning defective or non-conforming goods are distinct legal situations.

61.2. In the event of a defect or non-conformity, the User may use the remedies provided by law.

XIII. Parcel Module

Article 62. Nature of the Parcel Service

62.1. The Parcel module allows a User to create a request to transport an item from one location to another where the service is available in the relevant area and at the relevant time.

62.2. The Parcel sender is responsible for the lawfulness of the contents, accuracy of information provided about them and appropriate packaging where the sender provides the packaging.

Article 63. Sender and Recipient Information

63.1. The sender must provide accurate pickup and delivery addresses, necessary contact information and reasonably necessary instructions.

63.2. Where the User provides another person’s personal data, the rules on third-party personal data in these Terms and the Privacy Policy apply.

Article 64. Parcel Size, Weight and Value

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

64.2. Where such a restriction applies, the relevant information is provided to the User on the Platform or in the applicable service conditions.

Article 65. Parcel Packaging

65.1. A Parcel must be packaged with due regard to its nature, fragility, liquid content, size and ordinary transportation risks.

65.2. Damage caused by inadequate packaging may be assessed within the sender’s area of responsibility where the Partner Courier acted reasonably within the area under the Partner Courier’s control.

Article 66. Parcel Pickup

66.1. The Partner Courier may, within reasonable limits, inspect the external condition of the Parcel and information necessary for safe transportation.

66.2. The Partner Courier is not ordinarily required to verify ownership or legal provenance of the contents except where required by law or justified by a substantiated safety risk.

Article 67. Additional Verification of Contents

67.1. Where there is a specific and reasonable suspicion that a Parcel contains a prohibited or dangerous item, Mivo or the Partner Courier may request additional information about the contents or ask the sender to show the contents.

67.2. The Partner Courier must not open the Parcel on their own initiative. Where inspection is necessary, the sender opens the Parcel unless the law provides otherwise.

67.3. Pickup may be refused if the sender refuses a necessary and lawful inspection.

Article 68. Prohibited Parcels

68.1. An item whose possession, transfer or transportation is prohibited by law is prohibited, as is an item that creates a clearly unacceptable risk to persons, property or the environment.

68.2. Mivo may refuse to facilitate such a Parcel and, where required by law, provide information to a competent authority.

Article 69. Recipient Unavailability and Return

69.1. If the Parcel recipient cannot be contacted or handover cannot be completed, additional reasonable contact attempts may be made and the Mivo Support procedure may be used.

69.2. A Parcel must not be left at a door without authorisation unless there is an appropriate safe and lawful agreement to do so.

69.3. Where necessary, the Parcel may be returned to the sender. An applicable return fee may be charged to the User where it is lawfully payable and the User has been appropriately informed in advance.

XIV. General Rules for Partner Merchants

Article 70. Independence of the Partner Merchant

70.1. The Partner Merchant independently manages its own business, determines its product assortment, lawfully sets prices and is responsible for its own activities.

70.2. Partnership with Mivo does not create an employment, joint-venture, franchise or general agency relationship.

Article 71. Partner Merchant Account and Authorised Persons

71.1. The Partner Merchant is responsible for the security of its account and for actions of persons to whom it has granted access.

71.2. The Partner Merchant must update or revoke access when a particular person is no longer authorised to act on its behalf.

Article 72. Bank Account Security

72.1. A bank account specified for settlement with the Partner Merchant must belong to the Partner Merchant or there must be an appropriate lawful basis for its use.

72.2. When a bank account is added or changed, Mivo may require proof of ownership or authority and may suspend a suspicious change until additional verification is completed.

Article 73. Partner Merchant Prices

73.1. The Partner Merchant independently determines the price of its own products.

73.2. The base price of the same product on Mivo must not exceed the base price applicable at the same Partner Merchant’s corresponding physical location, except for a temporary special promotion at the physical location, an offer funded by Mivo or another exception agreed by the Parties in advance.

73.3. This rule does not restrict the Partner Merchant’s ability to determine prices independently on another independent platform.

Article 74. Product Information

74.1. The Partner Merchant is responsible for product information created by it or provided to Mivo, including name, price, quantity, weight, size, composition, allergens, brand, model, availability and other material characteristics.

74.2. Where Mivo merely technically publishes information supplied by the Partner Merchant, responsibility for the content remains with the Partner Merchant. Where Mivo independently changes correctly supplied data and creates an error, responsibility is determined according to that particular change.

Article 75. Photos, Videos and Size Conformity

75.1. An illustrative photo or video is permitted provided it does not create a materially misleading impression regarding the product’s nature, quantity, size, weight, composition, brand, model, price or availability.

75.2. A minor reasonable variation in a handmade product is permitted within the applicable rules. Repeated substantiated size discrepancies reported by different Users may justify a review of whether the issue is systematic.

Article 76. Right to Use Partner Merchant Content

76.1. Ownership of photos, videos, logos, descriptions or other materials supplied by the Partner Merchant to Mivo remains with the Partner Merchant or the relevant rights holder.

76.2. The Partner Merchant grants Mivo a non-exclusive, royalty-free right to store, technically process, reformat or resize, publish and use such material for the Platform and for promotion of Mivo and the relevant Partner Merchant’s offer within the reasonable scope of the service.

Article 77. Stock and Order Acceptance

77.1. The Partner Merchant must update product availability as promptly as reasonably possible and must not confirm an Order that is objectively impossible to fulfil.

77.2. Before accepting an Order, the Partner Merchant reasonably verifies stock, quantity and material circumstances required for fulfilment.

Article 78. Order Preparation and Packaging

78.1. The Partner Merchant is responsible for preparing or collecting the correct products, Order assembly, appropriate packaging and handover of the relevant Order to the Partner Courier.

78.2. Packaging must be appropriate to the nature of the product and reasonable transportation requirements.

Article 79. Unlawful, Counterfeit or Dangerous Products

79.1. A Partner Merchant must not offer an unlawful, counterfeit, unacceptably dangerous product for User health or safety, or a product prohibited from online sale.

79.2. Mivo may immediately restrict or remove such a product and, where appropriate, take additional legal or safety measures.

Article 80. Product Recall and Safety Incident

80.1. If the Partner Merchant becomes aware of an official product recall, serious safety risk, manufacturer warning or request from a competent authority, it immediately informs Mivo regarding a product sold through Mivo or still offered on the Platform.

80.2. The Partner Merchant reasonably cooperates with restriction of the product, User notification, recall and other lawful measures.

Article 81. Specially Regulated Products

81.1. The Partner Merchant must notify Mivo in advance regarding a product whose sale or transfer depends on age, prescription, identity verification, permit or another special legal requirement.

81.2. Such products may be listed and handed over only in accordance with applicable law.

Article 82. Partner Merchant Taxes and Documents

82.1. The Partner Merchant is independently responsible for tax, accounting and mandatory documentary obligations relating to sale of its products.

82.2. A report or technical record provided by Mivo does not replace the Partner Merchant’s independent obligation to comply correctly with applicable tax and fiscal requirements.

Article 83. Special Rules for Pharmaceutical Products

83.1. A Pharmacy Partner Merchant must comply with special requirements relating to dispensing, storage, advertising, prescriptions and other matters applicable to the relevant product.

83.2. A pharmaceutical product must not be substituted on the Partner Merchant’s own initiative without the User’s appropriate consent and compliance with applicable law.

Article 84. Response to Partner Merchant Breaches

84.1. A one-off minor error and a serious or repeated breach are treated differently.

84.2. Depending on the circumstances, Mivo may use a warning, restriction of a particular product or function, temporary suspension or, in the case of a serious and systematic breach, termination of the partnership.

84.3. Repeated User complaints may justify a stricter response only where they are substantiated and the circumstances indicate a systematic problem.

XV. General Rules for Partner Couriers

Article 85. Independent Status of Partner Couriers

85.1. A Partner Courier is an independent person and decides when to be available on the Platform within the applicable functionality and partnership terms.

85.2. Mivo is not the Partner Courier’s employer and does not guarantee any number of Orders, working hours or minimum income.

Article 86. Partner Courier Account and Information

86.1. The Partner Courier must provide accurate information required for registration and compliance and reasonably protect the security of the account.

86.2. Where lawfully necessary, Mivo may require verification of identity, vehicle, bank account or another relevant circumstance.

Article 87. Active Status and GPS

87.1. A Partner Courier may use active and inactive statuses available on the Platform.

87.2. While active, and particularly during an ongoing delivery, GPS location may be regularly processed for Order allocation, routing, delivery fulfilment, security, Support and dispute review in accordance with the Privacy Policy.

Article 88. Allocation of Delivery Offers

88.1. A particular delivery offer may be displayed simultaneously to all Partner Couriers who satisfy the current eligibility criteria of the system at that time.

88.2. The delivery is assigned to the eligible Partner Courier who first accepts the offer through successful confirmation in the system.

88.3. Mivo may determine the maximum number of active deliveries permitted simultaneously for one Partner Courier.

Article 89. Rejecting and Accepting Offers

89.1. A Partner Courier may decline or ignore a particular delivery offer before it is treated as an accepted delivery.

89.2. After accepting a delivery, the Partner Courier must perform it in good faith unless there is a health issue, safety concern, technical malfunction, accident or another material objective reason.

Article 90. Release and Reassignment of a Delivery

90.1. If continuation of an accepted delivery becomes objectively impossible, the Partner Courier uses Mivo’s applicable release, Support or reassignment procedure.

90.2. The Partner Courier must not abandon an Order or transfer it to an unauthorised person.

Article 91. Order Pickup

91.1. When picking up an Order, the Partner Courier verifies within reasonable limits that the Order handed over externally corresponds to the Order identified in the system.

91.2. The Partner Courier’s ordinary duties do not include opening packaging closed by the Partner Merchant and checking every product inside.

Article 92. Transportation and Safety

92.1. After physical pickup, the Partner Courier is responsible within the area under their control for transporting the Order or Parcel with reasonable care and handing it over appropriately.

92.2. In the event of an accident, health issue, vehicle malfunction or another material safety circumstance, the Partner Courier uses an appropriate Mivo Support channel.

Article 93. Transportation of Food and Grocery Products

93.1. When transporting Food and Grocery products, the Partner Courier complies with hygiene and food-safety requirements within the area under their control.

93.2. Where appropriate, a clean insulated bag or another suitable means is used to reasonably maintain product safety and condition.

Article 94. Special Safety Rules for Parcels

94.1. The Partner Courier must not open a Parcel on their own initiative or appropriate its contents.

94.2. Where there is a substantiated suspicion of prohibited or dangerous contents, the Partner Courier follows the Parcel-inspection procedure in these Terms and Mivo Support instructions.

Article 95. Confidentiality of User Data

95.1. To fulfil an Order, a Partner Courier may receive the User’s or recipient’s address, telephone number and other necessary information.

95.2. This information is used only for Order or Parcel fulfilment, security, Support and another lawfully permitted related purpose and must not be used for personal, advertising or another unrelated purpose.

Article 96. Conduct Toward Users

96.1. In interactions with Users and Partner Merchants, the Partner Courier must observe legality, safety and a reasonable standard of respectful conduct.

96.2. Threats, violence, harassment, discriminatory conduct, misuse of personal data and other serious breaches are prohibited.

Article 97. Tips

97.1. Where the Tip function is active, a Tip left by a User is a voluntary additional amount intended for the Partner Courier in accordance with the applicable financial rules.

97.2. A prepaid Tip for a cancelled Order is not credited to the Partner Courier and is returned to the User through the applicable refund channel.

Article 98. Partner Courier Settlement and Taxes

98.1. The Partner Courier’s compensation formula, commission, Tips, adjustments and settlement frequency are determined by the Partner Courier Service Agreement and applicable financial terms.

98.2. The Partner Courier is independently responsible for tax and other mandatory obligations applicable to them.

XVI. Reviews and User-Posted Material

Article 99. Right to Leave a Review

99.1. Where the relevant function is available, a User may leave a positive or negative review based on genuine experience.

99.2. A negative review must not be removed merely because it is critical.

Article 100. Prohibited Reviews or Material

100.1. It is prohibited to post clearly false, threatening, violent, discriminatory or unlawful material, material that unlawfully discloses personal data, or material that infringes copyright or other third-party rights.

Article 101. Use of User Material

101.1. By posting a public review or other material, the User grants Mivo only the limited right necessary to operate the Platform, display and moderate the material, and improve the relevant service, within the scope of applicable law.

101.2. Non-public Support communications are not used as public advertising material without a separate lawful basis.

Article 102. Moderation and Appeals

102.1. Mivo may hide, restrict or remove material that violates the rules and, where necessary, apply a proportionate measure to the relevant account.

102.2. A participant may explain the circumstances or challenge the relevant decision through Support where such review is provided by law or Mivo procedure.

XVII. Claims, Responsibility and Support

Article 103. Shared Responsibility

103.1. Where the acts or omissions of several participants contribute to one problem, the circumstances are assessed according to each participant’s actual contribution and area of control.

103.2. A problem is not attributed entirely to one party merely because that party’s participation is more visible.

Article 104. Partner Merchant Responsibility

104.1. Within its area of control, the Partner Merchant is responsible for the lawfulness, quality, authenticity, information, stock, preparation, assembly and packaging of products and for performance of the relevant sale obligations it enters into with the User.

Article 105. Partner Courier Responsibility

105.1. The Partner Courier is responsible for transportation, protection of the Order and handover at the relevant location during the stage under the Partner Courier’s control after physical pickup.

105.2. The Partner Courier is not responsible for a product incorrectly placed by the Partner Merchant inside closed packaging where the issue was not reasonably visible externally.

Article 106. Mivo’s Responsibility

106.1. Mivo is responsible for acts and omissions under its control to the extent required by the applicable legal relationship and mandatory rules.

106.2. Mivo’s area of responsibility may include its own technical Platform error, an administrative decision by Mivo, a financial process under its control or incorrect information independently changed by Mivo.

Article 107. User Claims and Evidence

107.1. A User may submit to Mivo Support a claim concerning an Order, product, delivery, payment or another service.

107.2. For a fair assessment, Mivo may use Order records, statuses, communications, photos or videos, GPS, use of an OTP, payment information and other relevant evidence lawfully available to it.

Article 108. Operational Resolution of Minor and Obvious Claims

108.1. The Partner Merchant Agreement may establish in advance a monetary threshold within which Mivo is authorised, in the case of an obvious Partner Merchant error, to resolve a substantiated User claim operationally without separate prior consent from the Partner Merchant.

108.2. Such a decision must be reasonable, proportionate and transparently reflected to the Partner Merchant and does not apply to a claim exceeding the agreed threshold or where the cause is disputed.

Article 109. User Support

109.1. Mivo may provide Support through channels available on the Platform, including an appropriate communication function in Order details and at support@mivo.ge.

109.2. Support may request information reasonably necessary to clarify the issue.

Article 110. Temporary Service Disruption

110.1. The Platform or a particular service may be temporarily unavailable due to scheduled or emergency technical work, infrastructure failure, a cybersecurity incident, extreme weather, a legal requirement or another circumstance beyond Mivo’s reasonable control.

110.2. Mivo takes reasonable steps to remedy a material disruption but does not guarantee that the Platform will always operate continuously and without error.

Article 111. Force Majeure and Exceptional Circumstances

111.1. A Party is not liable for non-performance of an obligation to the extent performance becomes objectively impossible due to an exceptional circumstance beyond that Party’s reasonable control, unless applicable law provides a different result.

111.2. Such a circumstance does not extinguish an accrued financial or other obligation that can still be performed and is mandatory under law.

XVIII. Personal Data and Communications

Article 112. Processing of Personal Data

112.1. Mivo processes personal data in accordance with the Privacy Policy and applicable Georgian law.

112.2. The scope of processed data depends on the User’s or Partner’s role, functions used, device permissions and the nature of the particular Order.

Article 113. Minimum Necessary Data Sharing

113.1. An Order participant receives only information reasonably necessary to perform the participant’s relevant function.

113.2. Personal data received in connection with an Order must not be used for another unrelated purpose without an appropriate lawful basis.

Article 114. Third Parties for Payment and Fraud Prevention

114.1. Data necessary for payment processing, security, fraud detection and prevention may be provided, to the relevant and minimum necessary extent, to an authorised payment service provider and an appropriate specialised service provider.

114.2. Such sharing does not mean that Mivo provides a third party with more information than is necessary for the relevant purpose.

Article 115. State and Competent Authorities

115.1. Where provided by law, Mivo may provide relevant and necessary information to a court, tax authority, law-enforcement authority, regulator or another competent public authority.

Article 116. Providing Another Person’s Data

116.1. If a User or Partner provides Mivo with another natural person’s data, that person confirms that there is an appropriate lawful basis or authority to do so.

116.2. Where required by law, the relevant person must be appropriately informed that their data is being provided to Mivo and used within the relevant service.

Article 117. GPS and Location Data

117.1. Location data may be processed for service-area determination, nearby locations, delivery distance, routing, ongoing delivery, security and Support.

117.2. Within the relevant technical need and device permission, a Partner Courier’s GPS location may also be processed in the background, particularly during an active delivery.

Article 118. Camera, Photos and Files

118.1. Where required by a function, the relevant Mivo application may provide camera, photo or file-selection functionality for a profile, evidence, product material, a document or Support.

118.2. Mivo uses only permissions and data genuinely necessary for the relevant function.

Article 119. Notifications and Device Data

119.1. Mivo may process a device identifier, operating-system data, application version, network data and other technical information for security, diagnostics, notification delivery and service improvement.

119.2. The User may manage device permissions that the relevant operating system allows the User to control.

Article 120. Communication Records

120.1. Mivo may retain relevant records of communications relating to Orders, Support and Partners for quality, dispute resolution, security, fraud prevention and protection of legitimate interests.

120.2. Communication data is processed in accordance with the Privacy Policy.

Article 121. Data Protection Rights

121.1. Rights relating to access, rectification, erasure, restriction, objection, withdrawal of consent and other rights provided by law are fully governed by the Privacy Policy and applicable law.

XIX. Intellectual Property, Security and Platform Development

Article 122. Mivo Intellectual Property

122.1. Mivo software, brand, design, text, visual material created by Mivo and protected elements of the database belong to Mivo or the relevant rights holder.

122.2. A User or Partner does not acquire ownership of these rights merely by using the Platform.

Article 123. Third-Party Rights

123.1. Users and Partners must not post material they do not have the appropriate right to use.

123.2. Upon receiving a substantiated notice concerning copyright, trademark or other intellectual-property rights, Mivo may review the circumstances and restrict the relevant material.

Article 124. Platform Security

124.1. Mivo applies reasonable technical and organisational measures to protect the Platform, accounts and data.

124.2. No technical system is entirely risk-free. In the event of a security incident, Mivo acts in accordance with its legal obligations.

Article 125. Development of the Platform

125.1. Mivo may develop the Platform over time, add new functions, modify existing functionality, activate or temporarily restrict relevant services.

125.2. When a new function is introduced, Mivo updates the relevant Terms, policy or partnership document where necessary.

Article 126. Third-Party Technical Services

126.1. Operation of the Platform may partly rely on providers of cloud infrastructure, mapping, notifications, payments, analytics, security or other technical services.

126.2. Disruption of a third-party service may temporarily affect a relevant Mivo function. Mivo is responsible for reasonable measures within its own area of control.

XX. Amendments, Termination, Governing Law and Final Provisions

Article 127. Amendments to These Terms

127.1. Mivo may amend these Terms because of changes in law, Platform functionality, security, business model or another reasonable need.

127.2. Where appropriate, material changes will be communicated to the User through the Platform, email or another suitable channel. A change will not be applied so as to unlawfully extinguish a mandatory right that has already arisen.

Article 128. Account Restriction or Termination

128.1. Mivo may apply a proportionate restriction to an account or particular function due to security concerns, fraud, unlawful activity, repeated serious breaches or a circumstance required by law.

128.2. Where permitted by law and circumstances, Mivo takes into account the severity and recurrence of the breach and whether a less restrictive measure would be sufficient.

Article 129. Governing Law and Dispute Resolution

129.1. These Terms are governed by the laws of Georgia.

129.2. A User may contact Mivo Support, a competent authority or a court. Use of Mivo’s internal review process is not a mandatory precondition for seeking judicial or another statutory remedy unless the law expressly provides otherwise.

Article 130. Consistency of Documents and Severability

130.1. Where a special Mivo policy or partnership agreement applies to a particular matter, it is used together with these Terms and must not be interpreted contrary to mandatory Georgian law.

130.2. If any provision is found invalid or unenforceable, it must be limited only to the extent necessary, and the remaining provisions continue in effect where legally possible.

130.3. Detailed rules concerning refunds, cancellation, delivery and personal data are set out in the relevant special policies.

Article 131. Contact Information

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