Order Acceptance, Cancellation & Refund Policy

1. Who this policy is for

This policy describes how an order for a Rezervo subscription or a message pack is placed, activated, cancelled and refunded.

Those two are the only things Rezervo sells, and the only money it ever takes. This policy does not cover what your own customers pay you for their appointments: they pay you directly, in person, Rezervo never receives or holds that money, and the figure shown in the app is only the record your company entered. Anything to do with those payments — including refunding a customer — is between you and them.

2. Order acceptance and activation

An order is placed when you select a plan, extra specialists, or a message pack, and complete a successful card payment. The card payment is processed by Flitt (TBC Group); Rezervo does not see or store your card details.

Your order is accepted, and the contract is formed, once the payment is confirmed and we send you a confirmation by email. From that moment the subscription is activated, or the purchased messages are credited to your balance, and the service becomes immediately available to you.

The order is placed in these steps: you choose a plan (or extra specialists, or a message pack) in the dashboard, review the amount, the billing period and, for a subscription, the renewal schedule, and only then confirm the payment on Flitt’s page; until you confirm, you can go back and change or abandon the order, and any input error can be corrected. We acknowledge receipt of the order by email without undue delay. The Terms of Service, the Privacy Policy and this policy are available at any time on this website in Georgian and English and can be saved or printed; the version that applies to your order is the one dated at the top of the page on the day you placed it.

3. Billing cycle

The subscription is billed monthly, in advance, for the current billing period. Prices are stated in Georgian lari (₾, GEL).

The price shown for a plan, for extra specialists or for a message pack is the total amount charged to your card for that period or pack; no fee is added at checkout, and each of those is charged on its own — a plan charge never carries the specialists’ charge, or the other way round. Unless a VAT note is stated above, Rezervo is not registered as a VAT payer under the Tax Code of Georgia, no VAT is included in or added to the price, and no VAT tax invoice is issued. Every charge produces a numbered invoice under Subscription → Invoices in your dashboard showing what it was for, the period, the amount and the card used; that invoice is the accounting document for your books. Should Rezervo become a VAT payer, we will announce it in advance, and a VAT rate will appear on invoices only from that date.

Each subsequent period renews automatically on the same card until you cancel. The renewal is charged to the card saved with Flitt when you paid, on or about the day of the month on which your billing period began (in a shorter month, on its last day); how the saved card works, and how to stop the automatic charges, is described in section 6 of the Terms of Service. A message pack is a one-off purchase and never renews by itself.

If the price of your plan changes, we announce it at least 30 days in advance, by email to the address registered to the account owner, and the new price applies only from your first renewal after that notice period; the price of a period you have already paid for never changes. If you do not accept the new price, you may cancel before it takes effect, with effect at the end of the period you have paid for.

4. Free trial

Every plan that can be subscribed to online starts with a free trial of 14 days; a plan arranged through our sales team is agreed individually, including whether it includes a trial. A trial is granted once: Rezervo may decline a further trial to the same person or company. Nothing is charged during the trial. What happens when it ends depends on how it was started: if no card was requested at the start, the service pauses shortly after the trial ends (after a short grace period) until you make the first payment; if a card was saved with Flitt at the start, the first fee is charged to that card when the trial ends unless you cancel before then.

5. Changing plan mid-period

If you upgrade while a paid period is still running, you pay only the difference between the two plans for the days remaining in that period, and your billing date does not move. A downgrade takes effect at the end of the current period.

6. The service starts immediately — 14-day right of withdrawal

Rezervo is a digital (software) service. As soon as your payment is confirmed, the service becomes immediately available to you — and a message pack is credited to your balance in full at that same moment. By making the payment you expressly request, and consent to, the service starting immediately and the pack being delivered at once.

Rezervo is sold to businesses: a salon, studio, clinic or other service provider that subscribes acts in the course of its trade, and the Law of Georgia on the Protection of Consumer Rights — including the 14-day right of withdrawal from a distance contract that it provides — does not apply to that contract. For a business, the refund of the fee for a period that has begun, or for a pack already credited, is governed by sections 8 and 9 below.

If you nonetheless subscribe as a natural person for purposes outside your trade, business or profession — a consumer within the meaning of that law — the following applies instead of the general rule. You may withdraw from a subscription within 14 days of your first payment, without giving a reason, by writing to support@getrezervo.com. Because you asked us to start the service immediately, you owe a proportionate share of the fee for the days the service was available to you, and we refund the remainder to the card you paid with. A message pack is digital content delivered in full the moment it is credited; by asking for it to be credited immediately you consent to that delivery and acknowledge that the right of withdrawal is lost once it has been credited. Nothing in this policy limits a right that the law grants a consumer and does not allow to be waived.

7. Cancellation

You can cancel your subscription at any time from the Subscription page in your dashboard or by writing to support@getrezervo.com. Cancellation takes effect at the end of the current billing period — the service continues through the period you have already paid for, and nothing further is charged after that: Rezervo instructs Flitt to stop the automatic charge schedule the moment you cancel.

Cancellation does not end the current period early and does not automatically entitle you to a refund of fees already paid — that is governed by the refund terms below. Messages already bought stay on your balance until you use them or, if the pack was sold with a validity period, until that period ends.

8. Refund of a subscription fee

Because the service starts immediately and is consumed throughout the period, the fee for a billing period that has already begun is, as a general rule, non-refundable. If you are a consumer within the meaning of section 6, the proportional rule described there applies in place of this general rule.

A charge for extra specialists is a subscription fee for the purposes of this policy: extra specialists are billed on their own monthly schedule, and that fee is refunded — or not — on the same terms as the fee for the plan itself.

Nothing is charged during a free trial, so there is nothing to refund for it.

9. Refund of a message pack

A message pack is credit that is delivered in full the moment the payment is confirmed. A message is deducted from your balance when the messaging provider accepts it for sending; a message the provider has accepted counts as sent even if the recipient’s mobile network does not deliver it, and it is not refunded. A message the provider refuses to accept is credited back to your balance automatically.

Messages are drawn first from your plan’s monthly allowance and only then from pack credit. The monthly allowance is for that billing period only — what is unused when the period ends does not carry over and is not refundable, as it is part of the subscription price. Pack credit is used soonest-expiring first, so the messages about to lapse are the ones spent. If your subscription ends, pack credit stays on your balance and becomes usable again when you resubscribe, within its validity period; it is refunded only where this policy or the Terms of Service say so.

A pack may be sold with a validity period, which is always shown to you before you buy. Messages still unused when that period ends are removed from your balance and are not refundable — we warn you by email and in the app before that happens.

10. How to request a refund

To request a refund, write to support@getrezervo.com from the email address registered to your account, and include:

• the email or company name on the account;
• which payment it concerns — a subscription or a message pack;
• the date and amount (₾) of the payment;
• the reason for the refund.

We confirm receipt of the request and answer within 10 working days. If approved, the refund may take a few business days, depending on the processing times of the payment provider and your own bank. If you are not satisfied with our answer, a consumer may also apply to the Competition and Consumer Agency of Georgia, and any party may bring a claim before the courts under section 11.

11. Governing law and disputes

This policy is governed by the laws of Georgia. Any dispute that cannot be resolved by negotiation will be heard by the courts of Tbilisi, Georgia. This policy is published in Georgian and in English; if the two versions ever differ, the Georgian text prevails.

12. Contact

For any question about orders, cancellation or refunds, contact us at support@getrezervo.com.