1. General Provisions
"Appy.ge" (LLC "Samu Georgia", ID 402323240) provides custom digital and IT services, not physical products. Refunds are governed by this policy and by the legislation of Georgia.
If the client is a natural person purchasing the service for personal use, the Law of Georgia on the Protection of Consumer Rights applies. If the client is a legal entity or an individual entrepreneur purchasing the service for business purposes, the relationship between the parties is governed solely by this policy and by the agreement concluded between them.
2. Right of Withdrawal and Its Exceptions
A consumer has the right to withdraw from the contract within 14 calendar days of its conclusion, without giving any reason.
However, in accordance with the law, the right of withdrawal does not apply to a service that has been performed in full and whose performance began with the consumer's prior, express consent.
By placing an order and accepting the terms and conditions, the client expressly requests that performance begin immediately, before the expiry of the 14-day period, and acknowledges that the right of withdrawal is lost once the service has been performed in full. The date, time and IP address of this consent are recorded in our system.
3. Refund Conditions
- Work has not started: the amount paid is refunded in full, except for costs already paid to third parties (see section 5);
- Work is in progress: the company retains the value of the work actually performed and refunds the remainder to the client. The volume of work performed is determined by the milestones and hourly rate stated in the offer or invoice or, in their absence, by the working time actually spent;
- Work is completed and delivered: no refund is made, unless the service materially fails to meet the requirements agreed in writing and the company is unable to remedy the non-conformity within a reasonable time.
4. Priority of Remedy
In the event of a non-conformity, the client shall first contact the company with a request to remedy it. The company is entitled to remedy the defect or re-perform the work within a reasonable time instead of issuing a refund.
5. What Is Not Refundable
- Costs paid to third parties where already incurred: domain registration and renewal, hosting, software licences, paid APIs and integrations, advertising budget, certification and state fees;
- Additional components supplied free of charge or at a discount;
- Consulting services, analysis or technical specifications already delivered;
- Services whose performance was delayed or discontinued because the client failed to provide required materials, access, information or approvals.
6. Software licences
Software licences and cloud services that the Company sells as an official partner and authorised reseller of the manufacturer (e.g. Microsoft) are subject to the manufacturer's rules:
- a perpetual licence (ESD) is not refundable once the key has been delivered or activated;
- a subscription can be cancelled and refunded only within 24 hours of activation, subject to the distributor's confirmation; after that the fee is not refunded unless the manufacturer's rules provide otherwise;
- during an annual subscription term the number of licences is not reduced and no partial refund is made;
- resources already consumed in a consumption-based service (e.g. Azure) are not refunded.
Supply of digital content starts with the User's prior express consent, after which the 14-day right of withdrawal no longer applies. Please choose licences carefully — you can agree the plan and quantity with us before buying.
7. Transfer and Acceptance
Completed work is delivered to the client in electronic form. The fact of delivery is recorded in the company's system (date and time of delivery, client identification data and the notification sent), which constitutes the equivalent of a physical transfer and acceptance report.
If the client does not submit substantiated written objections within 5 working days of delivery, the work is deemed accepted and performed in accordance with the agreement.
8. How to Submit a Refund Request
A refund request must be sent to the company's official email address or submitted from the personal dashboard. The request shall state: the invoice number, the payment date, the reason for the refund and, where necessary, supporting materials.
Requests are reviewed within 5 working days. If additional information is required to examine the matter, the company will contact the client and the review period is suspended until a reply is received.
9. Refund Method and Timeframe
An approved refund is issued only to the same payment card used for the original payment. Refunds to a different card or to a bank account are not permitted under the rules of the international payment systems.
The company initiates the refund within 3 working days of approving the request. The time required for the funds to appear on the card depends on the issuing bank and is normally 3-10 working days. This period is outside the company's control.
10. Disputed Transactions
If the client has a complaint regarding a payment, please contact us directly first - most issues are resolved within a few days. If a dispute is filed with the bank, the company will provide the bank with all records of the order, payment, consent and delivery.
11. Contact
For any questions regarding refunds, please contact us using the channels listed on the website.