1. Cancellation of an Order by the User
| Situation | Cancellation fee |
|---|---|
| The Provider has not yet accepted the order | Free of charge |
| The Provider has accepted the order and is on the way to you | Free of charge |
| The Provider has arrived at the pickup point ("I have arrived" status) | 3.00 ₾ |
The "I have arrived" status is available to the Provider only when they are physically near the pickup point, as confirmed by geolocation.
2. Cancellation by the Provider or the Company
If an order is cancelled by the Provider or the Company, the User is not charged, and any amount held on the card is released automatically.
3. When a Refund Is Made
- a repeated (double) charge for a single order;
- a charge for an order that was not fulfilled;
- the price was calculated incorrectly (for example, due to a geolocation failure or an obvious deviation by the Provider from the route);
- a cancellation fee was charged even though the Provider did not arrive at the pickup point;
- the delivery was not completed, or the item was lost/damaged through the Provider's fault;
- a technical failure of the Platform or the payment system.
4. When No Refund Is Made
- the Service was rendered in full and properly;
- cancellation after the Provider's arrival (up to the amount of the cancellation fee);
- the User specified an incorrect address or did not come out to meet the Provider;
- claims regarding the quality of dishes — these are reviewed jointly with the selling establishment.
5. How to Request a Refund
- Open the order in the app history and tap "Contact support", or write to z.berishvili@gmail.com, or use the form on the website.
- State the order number, date, amount and reason. If the charge appears on your bank statement, please attach it.
- Requests may be submitted within 30 calendar days of the order date.
6. Refund Timelines and Method
- Requests are reviewed within 3 business days. We notify you of the decision in the app or by e-mail.
- An approved refund is sent to the same bank card that was used for payment, in the same currency (GEL). Refunds for card payments are not made to a different card or in cash.
- The time for the funds to be credited depends on the card-issuing bank and is usually 5 to 10 business days.
- If the order was paid in cash, the refund is made to the User's bank account using the details provided.
7. Hold on Funds
When an order is paid by card, the bank may place a temporary hold on the estimated amount. This is not a charge. Once the order is completed, only the actual price is charged and the difference is released automatically; if the order is cancelled free of charge, the entire amount is released. The time taken to release the hold depends on the card-issuing bank.
8. Disputing a Payment with Your Bank
Please contact us first — we resolve most issues faster than a chargeback procedure with the bank. Your right to contact the card-issuing bank is nevertheless preserved.
9. Contact Details
24/7 support: +995 595 41 93 93, z.berishvili@gmail.com.
Company details
- Legal name
- ZUBERI LLC
- Identification code
- 405862534
- Director
- Zuri Berishvili
- Legal address
- 3 Irakli Parjiani St, Tbilisi, Georgia
- Office address
- 3 Irakli Parjiani St, Tbilisi, Georgia
- Bank
- JSC Bank of Georgia · SWIFT BAGAGE22
- Bank account (IBAN)
- GE02BG0000000612622122
- Phone
- +995 595 41 93 93
- z.berishvili@gmail.com