Order Cancellation and Waiting Policy

1. Cancellation by the Customer (the Purchaser):

1.1.Free Cancellation: The Customer shall have the right to cancel the order free of charge within 3 minutes from its confirmation, except in cases where the Partner (driver) has already arrived at the designated location or is within a radius of 200 meters from the Customer.

1.2. Paid Cancellation: The Customer shall be charged a cancellation fee (penalty) if:

• The cancellation is made after the expiration of the established 3‑minute free period;
• The Partner has already arrived at the address or is located nearby (within a radius of 200 meters);
• Exception: cancellation shall be free of charge if the Partner is delayed by more than 5 minutes compared to the arrival time indicated in the application

1.3.No-show: If the Partner has arrived at the address and waited for the Customer for 3 minutes (the free waiting period), and the Customer has not appeared or has not answered the call, the order shall be automatically cancelled and the Customer shall be charged the full cancellation fee.

2. Cancellation by the Partner (Driver):

2.1. Due to delay: The Partner shall have the right to cancel the order without penalty if the Customer is delayed by more than 3 minutes (after the expiration of the free waiting period).

2.2.Unfair cancellation: If the Partner cancels the order without valid reason after arriving at the address, no amount shall be charged to the Customer. In such case, the Driver shall be subject to a system sanction/penalty, and the system shall automatically initiate the search for a new Partner for the Customer.

3. Settlement and Service Restriction:

3.1.Automatic deduction: In case of payment by card, the fee shall be deducted automatically.

3.2.Accumulation of debt: In case of cash settlement, the cancellation fee shall be charged to the Customer as outstanding debt.

3.3.Service blocking: If the Customer accumulates three unpaid cancellation fees or if the total outstanding debt exceeds 15 GEL, the system shall automatically restrict the Customer’s right to place new orders until the debt is fully settled.

4. Paid Waiting (Additional Service):

4.1. After the expiration of the free 3‑minute period, paid waiting may be activated upon agreement between the Customer and the Driver.

4.2. The tariff for paid waiting is determined according to the applicable rate and shall be reflected in the final cost of the trip.

5. Claims Review:

5.1.The Customer may dispute the deducted amount within 24 hours through the support chat in the application.

5.2.If manipulation of GPS data or delay on the part of the Driver is confirmed, the amount shall be refunded to the Customer.