Bolt Food General Terms for the Client (Effective as of 14 November 2026)

Bolt Food General Terms for the Client

Updated: 14 October 2026

These General Terms shall apply to all relations between Bolt and the User related to the use of the Bolt Food Platform (as defined below) as well as certain aspects of Sales Agreements and Delivery Agreements concluded through the Bolt Food Platform (as defined below). By signing up to the Bolt Food Platform, the User agrees to the application and content of these General Terms and acknowledges that the User’s personal data provided during registration or collected through the use of the Bolt Food Platform shall be processed in accordance with applicable law and the relevant terms governing the processing of personal data as established by Bolt, including its Privacy Notice. The User also agrees that their data may be shared between different Bolt platforms (e.g. with ride-hailing platform).

1. 1.

   DEFINITIONS

2. 2. LEGAL FRAMEWORK

1. 2.1. The Bolt Food Platform enables the Client to order Goods from Partners and arrange the delivery of the Orders to the Drop-Off Location.
2. 2.2. For the sale of Goods through the Bolt Food Platform a Sales Agreement is concluded directly between the Client and the Partner. For the delivery of the Order, the Client enters into a Delivery Agreement directly with the Delivery Partner. In case the Partner wants to offer its own delivery services to the Client for the delivery of the Goods, the Client enters into a Delivery Agreement directly with the Partner and the conditions applicable to the Delivery Partners under these General Terms apply to the Partner in respect of the Delivery Agreement. In case the Client wishes the Order to be delivered by the Delivery Partner, the Sales Agreement is deemed to be concluded from the moment that the Order is accepted by the Partner and the Delivery Partner and an Order confirmation is sent to the Client. In case of self pick-up by the Client, the Sales Agreement is deemed to be concluded from the moment that the Order is accepted by the Partner and an Order confirmation is sent to the Client.
3. 2.3. By operating the Bolt Food Platform and the Marketplace, Bolt acts solely as a provider of the information society service and is neither a party to the Sales Agreement or the Delivery Agreement.
4. 2.4. By operating the Bolt Food Platform, the Client acknowledges that every Delivery Partner and/or Partner who offers its goods and services via the Bolt Food Platform has authorized Bolt to act as its commercial agent in relation to any Delivery Agreement and/or Sales Agreement. Bolt has a right to negotiate the Delivery Agreement and/or the Sales Agreement with the Client, including, but not limited to, collect the Delivery Fee and/or Goods Price or other fees payable by the Client or the Bolt Business Customer under the Delivery Agreement and/or Sales Agreement, if these are paid via an in-app payment or, when applicable, in cash to the Delivery Partner or Partner.
5. 2.5. All Partners manufacture or sell the Goods and all Delivery Partners provide the delivery services on an independent basis as economic and professional service providers.
6. 2.6. Bolt Food Platform is only available to Users of the age of 16 years or older. The User may not use the Bolt Food Platform if the User does not fulfill this requirement. By using the Bolt Food Platform, Users who are minors affirm that they have obtained all necessary parental or legal guardian authorizations to access and use the Bolt Food Platform. Bolt assumes that minors using the Bolt Food Platform have obtained the requisite consent from their parents or legal guardians.
7. 2.7. All content uploaded to the Bolt Food Platform is subject to the sole responsibility of the Delivery Partner and the Partner. Nevertheless, Bolt is entitled to remove any allegedly illegal or inaccurate content after the receipt of a notice regarding the existence of such content on the Bolt Food Platform.
8. 2.8. Bolt is entitled to suspend, for a reasonable period of time and after having issued a prior warning, the processing of notices and complaints by the User who frequently submit manifestly unfounded notices or complaints about alleged illegal content on the Bolt Food Platform. While assessing the circumstances for the suspension, Bolt considers the following:

1. 2.8.1. the absolute numbers of items of manifestly illegal content or manifestly unfounded notices or complaints, submitted within a month; and
2. 2.8.2. the relative proportion of notices and complaints in relation to the total number of items of information provided or notices submitted within a month; and
3. 2.8.3. the gravity of the misuse of the notice action mechanisms; and
4. 2.8.4. (if applicable) the intention of the complainant for submitting manifestly unfounded complaints.

3. 3. ORDERING GOODS THROUGH BOLT FOOD PLATFORM

1. 3.1. The Client can select and order Goods through the Bolt Food Platform. In the event that the Partner cannot provide the Goods as requested in the Order, the Partner will not confirm the Order in the Bolt Food Platform. The Partner may contact the Client in order to agree on changes to the Order, so that the initial Goods Price would remain the same. If no agreement is reached or if the Client would have to pay more or less for the replacement Goods than the ordered Goods, the Order will be cancelled and the Client will not be charged for the Order or (where applicable) the Order Price will be returned to the Client in full.
2. 3.2. The Client has a right to receive Goods which comply with their description set out in the Bolt Food Platform and any specific requirements (if agreed upon). In case the Goods contain food and in case of doubt regarding any allergies that the Client may have to any such Goods, the Client is to contact the Partner for further information. Photos of Goods provided on the Bolt Food Platform might not entirely match the actual Goods offered.
3. 3.3. If the Minimum Order Value applies and the Goods Price related to an Order is below that Minimum Order Value the Client can place an Order and it will be confirmed by the Bolt Food Platform on the condition that the Client pays the Small Order Fee to the Delivery Partner.
4. 3.4. The Client must comply with applicable laws, including the requirements applicable upon purchase of alcohol, tobacco, energy drinks or any other products requiring age verification. In case the Client wants to order products requiring age verification, he/she must confirm and/or prove his/her age as part of the ordering process. Further, the Delivery Partner delivering the Order and/or the Partner in case of self pick-up by the Client may refuse to hand over the products requiring age verification, if the Client does not present a valid photo identification proving that he/she is old enough to legally purchase the products or if the Client shows signs of intoxication. In case the delivery of the age-restricted product(s) is refused due to reasons described above, Bolt has the right to charge from the Client two times the Delivery Fee as compensation for having to return the age-restricted product(s) to the Partner.
5. 3.5. The description of the specific Goods shall include information regarding the relevant Partner (trader), including its name, identification number, address, telephone number(s), and any additional terms and conditions developed by the Partner (if applicable), through which the Client will be able to communicate with the Partner. In addition, all Partners are displayed to the User in a ranked sequence. The main parameters are:

1. 3.5.1. Frequency of use of the Partner’s services. If the Client has recently placed an Order with the Partner several times, the more likely the Partner will get a higher position on the Bolt Food Platform.
2. 3.5.2. Distance from the User to the Partner. The shorter the distance between the User and the Partner, the more likely the Partner will get a higher position on the Bolt Food Platform.
3. 3.5.3. ETA of the Order. The shorter the Partner’s Order delivery time, the more likely the Partner will get a higher position on the Bolt Food Platform.
4. 3.5.4. Delivery fee for the User. The cheaper the delivery, the more likely the Partner will get a higher position on the Bolt Food Platform.
5. 3.5.5. Rating of the Partner. The higher the rating of the Partner, the more likely the Partner will get a higher position on the Bolt Food Platform.
6. 3.5.6. Similarity of previous Orders of the Client. The Partner offering similar Goods to the previous Orders of the Client will more likely get a higher position on the Bolt Food Platform.

4. 4. ORDERING DELIVERY THROUGH BOLT FOOD PLATFORM

1. 4.1. Upon placement of the Order the Client has to arrange the delivery service by the Delivery Partner through the Bolt Food Platform in order to procure delivery of the Goods to the requested Drop-Off Location or if available choose a self pick-up option.
2. 4.2. In accordance with the Delivery Agreement, the Delivery Partner will deliver the Order to the Drop-Off Location. The Client and the Delivery Partner may agree on a different Drop-Off Location, provided that the new address is close to the original Drop-Off Location (not more than a 1 km radius away).
3. 4.3. The Client must be present at the Drop-Off Location at least at the estimated time of delivery of the Order indicated on the Bolt Food Platform. The Client must be available to receive calls at the phone number submitted through the Bolt Food Platform from the moment of submitting the Order on the Bolt Food Platform until receiving the Order from the Delivery Partner.
4. 4.4. Any delivery time or other time estimate communicated to the Client by the Delivery Partner or Bolt through the Bolt Food Platform are only estimated times and there is no guarantee that the Goods will be delivered at the estimated time. Delivery times of the Orders may also be affected by different factors such as traffic jams, rush hours and weather conditions.
5. 4.5. In case the Client chooses self pick-up of an Order, the Client must arrive at Partner’s establishment following indicative Order collection time as provided on the Bolt Food Platform, in order to collect an Order.
6. 4.6. Partners’ rating on the Bolt Food Platform is based on the reviews left by the Clients after the Order has been delivered to the Client or, if applicable, after the Order has been picked up by the Client. The Client is entitled to leave a review to a Partner by evaluating the Order on the scale from 1 (poor) to 5 (outstanding). It is not possible for the Client to rate a Partner or leave a review unless the Client has placed an Order with the Partner on the Bolt Food Platform.

5. 5. COMPLAINTS

1. 5.1. If the Client has any complaints regarding the ordered Goods, the Client is encouraged to inform Bolt thereof through the Bolt Food Platform in accordance with the procedure set out in these General Terms. Bolt may request a photograph of the Goods or other evidence or explanation of the circumstances related to the complaint.
2. 5.2. Although Bolt is neither the manufacturer or seller of Goods, nor provider of the delivery services, to the extent a refund is due in respect of an affected Order pursuant to these General Terms or applicable law, such refund will be processed accordingly.
3. 5.3. The Client may also submit any claim or complaint relating to the Goods or the delivery services directly to the Partner or the Delivery Partner.
4. 5.4. The Client can contact Bolt’s customer support via chat function on the Bolt Food Platform where the Client can review the open chats and the communication history thereof, including its date and time, for 6 months as of creating the chat.

6. 6. PAYMENTS AND INVOICING

1. 6.1. The Client has to pay the Goods Price to the Partner in the amount indicated on the Bolt Food Platform. Goods Prices in the Bolt Food Platform may differ from the Goods Prices in the Partner’s establishment. The Goods Prices on the Bolt Food Platform may be changed from time to time before making an Order.
2. 6.2. The Client has to pay the Delivery Fee to the Delivery Partner in the amount calculated by the Bolt Food Platform. The Delivery Fee will be calculated taking into account the time of delivery, length of delivery route, means of delivery and other criteria. The applicable Delivery Fee will be indicated to the Client prior to confirmation of the Order. In addition to the Delivery Fee the Client can also leave a Tip to the Delivery Partner for the delivery service through the Bolt Food Platform. The details of calculation of the Delivery Fee may be adjusted from time to time by the Bolt Food Platform taking into account the market situation, supply and availability of the Delivery Partners on the Marketplace, and other factors relating to the service. The Delivery Fee may comprise of different types of fees (including service fees).
3. 6.3. Bolt has the right to establish a Minimum Order Value in accordance with Section 3.3. In such cases the Client will pay the Small Order Fee to the Delivery Partner.
4. 6.4. Bolt, acting as a commercial agent of the Partner and the Delivery Partner, may prepare and issue to the Client informational receipts for the Goods Price on behalf of the Partner and the Delivery Fee and (where applicable) the Small Order Fee and/or the Tips on behalf of the Delivery Partner and accept the Client’s payment for the cash register’s receipts on behalf of the Partner and the Delivery Partner.
5. 6.5. All payments are processed from Client’s payment card or other payment methods activated by the Client on the Bolt Food Platform, except for cash payments. Payments are processed through a third-party payment processor. Upon confirming the Order the Client authorizes the payment with its payment card or using other eligible payment methods in the amount of the Order Price, and the respective amount will be reserved on the payment card or through other means of payment. The payment related to the Order will be performed and charged from the Client’s payment card or using other payment methods within 72h from confirmation of the Order.
6. 6.6. The payment obligations of the Client arising from the Sales Agreement and the Delivery Agreement (if applicable) are deemed to be fulfilled respectively towards the Partner and the Delivery Partner (if applicable) when payment has been performed to Bolt and charged from the Client’s payment card or other eligible payment methods (e.g. Bolt Business Feature) or, as the case may be, when the Client has paid the Order Price in full to the Delivery Partner in cash upon the delivery of the Order or the Client has paid the Order Price in full to the Partner directly in case of self pick-up by the Client. If the Order Price cannot be reserved on the Client’s payment card, the Order will not be forwarded to the Partner, except for cash payments to the Delivery Partner upon the delivery of the Order or direct payment to the Partner in case of self pick-up by the Client.
7. 6.7. Bolt may facilitate an option to the Client that allows the Client to pay for the Order in cash to the Delivery Partner upon the delivery of the Order. In such a case, the Client shall pay the Order Price to the Delivery Partner in cash upon delivery of the Order to the requested Drop-Off Location. Bolt may, at its own discretion, limit cash payments for a specific Client.
8. 6.8. In case of cash payment, the Delivery Partner shall insert the sum of cash received from the Client to the Bolt Food Platform.
9. 6.9. In case products (i.e Goods) are sold by weight any price per product shown on Bolt Food Platform is only an estimate given by the Partner. The final price of the weight-based product in Order will form and be charged based on the actual weight of the product received with an Order. To cover for possible price adjustments caused by weight variation, Bolt may make a temporary authorization hold on Client's payment card. The amount of the temporary authorization hold will be at maximum 20% of the value of weight-based products included in Client’s Order. In case the product in Order weighs less than as indicated in Order confirmation, Bolt will refund the Client the price difference. In case the product in Order weighs more than as indicated in Order confirmation, Bolt will charge the price difference from the temporary authorization hold made on the Client’s payment card. Any part of the temporary authorization hold that is not needed for covering for a price adjustment will be returned or refunded to the Client´s card.
10. 6.10. Bolt, at its sole discretion, can make promotional offers and discounts regarding the Goods Price or the Delivery Fee.
11. 6.11. By agreeing to these General Terms the Client expressly consents to the receipt of electronic invoices. Electronic invoices are issued and received in any electronic format, including via email with a document attached in PDF form.

7. 7. ORDER CANCELLATION, TERMINATION AND SUSPENSION OF USE

1. 7.1. The Client may cancel an Order if available on the Bolt Food Platform and on the terms provided on the Bolt Food Platform. Furthermore, Bolt, the Partner and/or the Delivery Partner may cancel the Order and in such cases, the Client is entitled to a full refund, except in cases under sections 3.4 and 7.2.  
2. 7.2. Bolt, on behalf of the Delivery Partner, may cancel the Order and charge the Client for the full price of the Order in the following cases:

1. 7.2.1. the Client is not available at the Drop-Off Location within 5 minutes of the arrival of the Delivery Partner thereto; and
2. 7.2.2. the phone number provided by the Client cannot be reached by the Delivery Partner after two contact attempts; or
3. 7.2.3. the Client and the Delivery Partner fail to agree on a new Drop-Off Location according to Section 4.2 above.

3. 7.3. Bolt is entitled to temporarily suspend the Client’s access to the Bolt Food Platform or terminate these General Terms with immediate effect, and/or refuse or cancel any Orders, if the Client causes any abuse or harm to the Bolt Food Platform, if Bolt has reasonable belief of fraudulent acts by the Client when using the Bolt Food Platform, or if the Client otherwise fails to comply with his/her obligations under these General Terms (e.g. by not being present at the Drop-Off Location on several occasions, as per Section 7.2). Suspension or termination from the Bolt Food Platform means also suspension or termination from other Bolt platforms (e.g. ride-hailing platform).
4. 7.4. The Client shall not use the Bolt Food Platform for money laundering purposes as well as any other criminal activity (as determined by Bolt in its own sole discretion). If the Client violates this Section 7.4, Bolt will terminate these General Terms with the Client as well as will notify relevant law enforcement agencies.

8. 8. LICENCING, INTELLECTUAL PROPERTY RIGHTS AND DATA PROCESSING

1. 8.1. By registering on the Bolt Food Platform, Bolt grants the User a revocable, non-exclusive, non-transferable, non-sublicensable license to use the Bolt Food Platform for the purpose of ordering Goods and arranging the delivery of the Orders.
2. 8.2. All intellectual property rights regarding the software, documentation or information used or developed by or on behalf of Bolt during the provision of the information society services under these General Terms (incl. the Bolt Food Platform and any material uploaded therein) belong to Bolt (or, sometimes, to a limited extent, the Partner). The User shall not copy, modify, adapt, reverse-engineer, decompile or otherwise discover the source code of the Bolt Food Platform or any other software used by Bolt or extract or use any data on the Bolt Food Platform for commercial purposes or any other purpose than ordering Goods. The User shall use the Bolt Food Platform solely for his/her personal, non-commercial purposes, except when Bolt Business Feature is used.
3. 8.3. The processing of Users' and Clients' personal data by Bolt is set out in the Privacy Policy, which can be accessed on the Bolt Food Platform via the following link: https://bolt.eu/ka-ge/privacy/delivery/privacy-for-eaters/.
4. 8.4. Bolt is not providing any warranties, guarantees or representations regarding the quality of the Bolt Food Platform, including regarding the absence of apparent or hidden defects, fitness for ordinary or particular (special) purpose, and Bolt is not required to satisfy the User’s claims regarding the quality of the Bolt Food Platform, except as provided for in these General Terms and Conditions and applicable law.
5. 8.5. The Users are expressly prohibited from engaging in any form (manual or automated) of data scraping, data mining, data extraction, or any automated collection of data from the Bolt Food Platform, including but not limited to the use of bots, spiders, crawlers, or any other automated means.

9. 9. LIABILITY

1. 9.1. The Partner alone is responsible for the due performance of its obligations under the Sales Agreement and for the quality, quantity, or any other defect or non-conformity of the ordered Goods. Bolt shall not be liable to the Client for the Partner’s failure to perform or improper performance of its obligations under the Sales Agreement (including any allergic reactions or other health-related problems caused by the consumption of the Goods). Notwithstanding the foregoing, if the Client is entitled to a full or partial refund of the amount paid pursuant to these General Terms or applicable law, the relevant refund shall be processed by Bolt, acting as the commercial agent on behalf of the Partner.
2. 9.2. Bolt is also not the party responsible for the provision of Delivery Services by the Delivery Partner. Notwithstanding the foregoing, if the Client is entitled to a full or partial refund of the amount paid pursuant to these General Terms or applicable law, the relevant refund shall be processed by Bolt. Any refund processed by Bolt is intended to ensure a high standard of customer satisfaction and shall not be construed as altering Bolt’s status, role, or scope of liability as an information society service provider and intermediary platform operator.
3. 9.3. Bolt shall be liable for any damage caused by a malfunction of the Bolt Food Platform where such malfunction results in a violation of the Client’s rights under the Laws of Georgia on Consumer Rights Protection and on Electronic Commerce. At the same time, Bolt shall be entitled, at its sole discretion, to introduce new features and/or discontinue existing features on the Bolt Food Platform. Bolt shall notify the Client of any such change.
4. 9.4. If a User suspects that his/her payment card associated with their account on Bolt Food Platform has been stolen and/or is being fraudulently used by a third party, the User has to inform Bolt thereof immediately. Until receiving such notification, Bolt will not be liable for any fraudulent use of the User’s payment card by third parties on the User’s account.
5. 9.5. The Bolt Food Platform is provided to the User strictly on an "as is" basis. Bolt will not be liable for any interruptions, connection errors, unavailability of, or faults in the Bolt Food Platform, however, Bolt does not limit the Client’s right to claim for damages or use any other legal remedies provided by law upon non-compliance of the services of the Bolt Food Platform with these General Terms. Furthermore, Bolt upon its sole discretion may introduce new and/or discontinue existing functions to the Bolt Food Platform, Clients will be notified by Bolt of such discontinuations accordingly.
6. 9.6. The User acknowledges that rooting, jailbreaking or modifying a smartphone or any other device at a hardware or operating system level in any manner which is against the manufacturer’s instructions makes the device susceptible to cyber threats. Furthermore, the User acknowledges that using fake devices and other solutions which try to communicate with Bolt’s systems is not allowed. The User acknowledges that Bolt shall not be liable for any losses in connection with the use of such a modified device or fake devices and other such solutions, and that Bolt shall not have any obligation to support the use of such a device.

10. 10. OBLIGATIONS OF THE PARTNERS

1. 10.1. The Partner is obliged to ensure that the Goods delivered to the Client comply with the description indicated in the Bolt Food Platform and have the features specified therein.
2. 10.2. If the product is defective, the Client is entitled to request the Partner to solve the defect (replace the products free of charge, or reduce the price) or withdraw from the Sales Agreement. The Client shall not have the right to withdraw from a Sales Agreement if the defects of the products are insignificant.
3. 10.3. The right to replace the Goods is a top priority right of the Client. The Client is entitled to request the Partner to replace the Goods free of charge, except for the case where it is impossible to do so due to the nature of the products, or where it requires disproportionately or unreasonably high costs. The replacement of Goods free of charge shall include the payment of all costs (including postal charges, expenses related to the work force and materials) necessary to ensure the compliance of the Goods with the description indicated in the Bolt Food Platform.
4. 10.4. Goods shall be replaced within a reasonable time in order to not cause significant inconvenience to the Client, taking into account the nature and the intended purpose of purchasing such Goods.
5. 10.5. The Client shall have the right to request the reduction of the price of Goods or to withdraw from a Sales Agreement if one of the following conditions exist:

1. 10.5.1.  the Goods cannot be replaced;
2. 10.5.2.  the Partner failed to replace the Goods in a reasonable time and the Client has lost interest in the performance of the Sales Agreement;
3. 10.5.3. the Client will be adversely affected if the Partner replaces the Goods.

6. 10.6. In the case of withdrawing from the Sales Agreement, the Client shall have the right to claim damages incurred as a result of the failure to perform the Sales Agreement, in accordance with the procedure established by the Georgian legislation.
7. 10.7. The Client shall have the right to enjoy the aforementioned rights if a defect(s) in Goods is/are detected within 2 years after the delivery of the Goods to the Client.
8. 10.8. If the Client detects a defect(s) in Goods within 6 months after acquiring the physical possession of the products, the products shall be deemed defective at the time of delivery if the nature of products or the defect(s) allow so, unless proved otherwise. In this case, the burden of proof shall be on the Partner. If the Client detects a defect(s) in Goods after 6 months from acquiring the physical possession of the products, the burden of proof for the defective products at the time of delivery shall be on the Client.

11. 11.  CONSUMER RIGHTS AND LEGAL GUARANTEES

1. 11.1.      Defective Intermediary (Electronic) Services. If a defect or technical malfunction in the Bolt App or Bolt Food Platform materially affects Your ability to place or complete an order, You have the following rights:

4. 11.1.1. Right to Remedy. You may request that Bolt remedy the defect free of charge, unless this is impossible or would require disproportionate effort or cost. The defect must be remedied within a reasonable time and without causing significant inconvenience to You. An additional period for remedy is not required where it is evident that remedy would be ineffective or where timely performance of the intermediary (electronic) service was essential to You.

5. 11.1.2. Right to Price Reduction or Withdrawal. If the defect is not remedied within a reasonable time, is impossible to remedy, or causes significant inconvenience, You may request an appropriate reduction of the price of the intermediary (electronic) service or withdraw from the contract with Bolt and claim compensation for damages, in accordance with applicable Georgian law.

6. 11.1.3. Delay and Loss of Interest. If Bolt fails to commence the intermediary (electronic) service on time or the service is unreasonably delayed so that performance within the agreed timeframe becomes impossible, and You lose interest in partial performance, Bolt shall not be entitled to claim payment for the intermediary service or reimbursement of expenses incurred in connection with such service.

7. 11.1.4. Limitation of Scope. These rights apply only to defects in the intermediary (electronic) services provided by Bolt and do not apply to defects caused by Partners, Delivery Partners,  or third parties.

2. 11.2. Non-conforming goods. If the Goods delivered to You do not conform to the Sales Agreement other than due to immaterial defects, You have the following rights against the Partner:

8. 11.2.1. Right to Remedy. You may request that the Partner remedy the non-conformity (by way of replacement or, where applicable, correction) free of charge within a reasonable time, unless this is impossible or would require disproportionate effort or cost. An additional period for remedy is not required where it is evident that remedy would be ineffective or where timely performance was essential to You.

9. 11.2.2. Right to Price Reduction or Withdrawal. If the non-conformity is not remedied within a reasonable time, cannot be remedied, or causes significant inconvenience, You may:

11.2.2.1. Request an appropriate reduction of the Goods Price; or

11.2.2.2. Withdraw from the Sales Agreement and claim compensation for damages in accordance with applicable Georgian law.

10. 11.2.3. Right to Refund. Where You are entitled to a refund under these General Terms or applicable law, the refund will be processed by Bolt on behalf of the Partner in accordance with these General Terms. Refunds shall be issued within fourteen (14) calendar days of the date on which the entitlement to the refund is confirmed.

11. 11.2.4. Burden of Proof and Assistance. In the event of a dispute regarding the conformity of the Goods, the burden of proof lies with the Partner. Bolt will assist by facilitating communication between You and the Partner to support effective resolution of Your claim. Complaints regarding Goods must be submitted through the Bolt Food Platform no later than thirty (30) calendar days from the date of delivery of the Order.

12. 11.2.5. Burden of Proof and Assistance. In the event of a dispute regarding the conformity of the Goods, the burden of proof lies with the Partner. Bolt will assist by facilitating communication between You and the Partner to support effective resolution of Your claim. Complaints regarding Goods must be submitted through the Bolt Food Platform no later than thirty (30) calendar days from the date of delivery of the Order..

13. 11.2.6. Statutory Warranty. Your rights under this Clause are without prejudice to any additional statutory warranty rights available to You under the Law of Georgia on Consumer Rights Protection or other applicable law.

3. 11.3. Unsatisfactory Delivery Services. If the delivery service provided by the Delivery Partner is unsatisfactory other than due to immaterial defects, You have the following rights against the Delivery Partner:

14. 11.3.1. Right to Remedy. You may grant the Delivery Partner a reasonable additional period to remedy the failure, unless it is evident that such remedy would be ineffective or where timely performance of the delivery was essential to You.

15. 11.3.2. Right to Price Reduction or Withdrawal. If the failure is not remedied within a reasonable period, cannot be remedied, or causes significant inconvenience, You may:

1. 11.3.2.1. (a) Request an appropriate reduction of the Delivery Fee; or

2. 11.3.2.2. (b) Withdraw from the Delivery Agreement and claim compensation for damages from the Delivery Partner in accordance with applicable Georgian law.

16. 11.3.3. Right to Refund. If no delivery service was provided, You are entitled to a refund of the Delivery Fee within fourteen (14) calendar days of the date of Your withdrawal notice. Where You are eligible for a refund under these General Terms or applicable law, the relevant refund will be processed by Bolt in its capacity as commercial agent of the Delivery Partner, and shall not be construed as altering Bolt's status, role, or scope of liability as an information society service provider and intermediary platform operator.

17. 11.3.4. Delay and Loss of Interest. If the Delivery Partner fails to commence delivery on time or the delivery is unreasonably delayed such that performance within the agreed timeframe becomes impossible and You lose interest in partial performance, the Delivery Partner shall not be entitled to claim payment for the delivery service or reimbursement of related expenses. Where the Delivery Fee has already been paid, You are entitled to a refund from the Delivery Partner, which will be processed by Bolt in its capacity as commercial agent of the Delivery Partner.

18. 11.3.5. Illegal Actions of the Delivery Partner.  In the event of illegal actions by the Delivery Partner, You are entitled to contact the relevant local authorities. Bolt will cooperate with the local authorities in accordance with applicable law.

4. 11.4. Clients who are natural persons acting outside their professional capacity have the right to withdraw from the Sales Agreement without giving any reason within fourteen (14) calendar days of taking physical possession of the Goods, subject to the exceptions set out in Section 11.6. The withdrawal form is attached at Annex 1.

5. 11.5. Client is entitled to terminate the contract with Bolt and delete Bolt user account anytime free of charge by submitting a request in the Bolt App.

6. 11.6. Exceptions to Withdrawal and Payment Rejection. You may not withdraw from the Sales Agreement or refuse payment if:

19. 11.6.1. The Goods were prepared and delivered in conformity with Your Order and accepted by You or a person designated by You at the Drop-Off Location;

20. 11.6.2. The Order was cancelled after preparation had commenced for reasons attributable to You, including where You were unavailable at the Drop-Off Location within the required timeframe;

21. 11.6.3. The non-conformity or defect complained of is immaterial;

22. 11.6.4. The supplied Goods have been made to the Client’s specifications or are clearly personalized to meet the Client’s individual needs;

23. 11.6.5. The supplied Goods are liable to deteriorate or expire rapidly;

24. 11.6.6. The Client has been supplied with sealed Goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery;

25. 11.6.7. The supplied Goods, by their nature, have become inseparably mixed with other Goods after delivery;

26. 11.6.8. any other circumstance provided for by the Law of Georgia on Consumer Rights Protection applies which excludes the right to withdraw from the Sales Agreement.

12. 12. MISCELLANEOUS

12.1. Bolt reserves the right to make changes to the General Terms at any time, by uploading the revised General Terms onto the Bolt Food Platform and notifying all Users who have registered on Bolt Food Platform thereof through the email address provided by the User during signup.

12.2. Bolt may change or remove different parts of the Bolt Food Platform or change the Bolt Food Platform, its features and the selection of Partners participating in the Bolt Food Platform in part or in whole at any time without prior notice.

12.3. The User can only access the Bolt Food Platform with an internet connection. There are no specific technical requirements for the internet connection, however, the quality of the services of the Bolt Food Platform may be affected by the internet speed. The Bolt Food Platform is available on Android and Apple devices in accordance with the latest software updates.

12.4. During the creation of a User account on Bolt Food Platform, the User’s phone number is connected to User’s account and added to Bolt’s database. If the User updates his/her phone number after the creation of the account on Bolt Food Platform and wishes to continue using the Bolt Food Platform then User must notify Bolt about the updated phone number at the earliest opportunity. After the phone number is updated, the User will receive a verification request to his/her new phone number via SMS or other means by Bolt. The User must then verify his/her new phone number by following the instructions in the SMS or other means sent by Bolt. Once the phone number is verified, it will be updated automatically on the User's profile. When User updates his/her personal information on the Bolt Food Platform, the changes shall also apply to other Bolt platforms (incl. ride-hailing platform). If the User abandons the phone number connected to his/her account on Bolt Food Platform and does not wish to update it on Bolt Food Platform then User must terminate these General Terms with Bolt and thereafter the User’s account will be deactivated. Termination of these General Terms and account deactivation for aforementioned reasons does not prevent the User from creating a new account on Bolt Food Platform with a valid phone number.

12.5. The Bolt Food Platform is available in multiple languages which can be changed in the User’s profile.

12.6. Bolt may track the location of the Client’s device via the Bolt Food Platform. There may be restrictions for the provision of services of the Bolt Food Platform based on the location of the User’s device. These restrictions are apparent via the interface of the Bolt Food Platform (e.g., the available Partners based on the location). Bolt does not provide the services in all jurisdictions. As the availability of Bolt’s services may change from time to time, there is no concrete list of the jurisdictions.

12.7. Bolt provides the services which are designed, delivered, and support compliance with industry standards and best practices, such as ISO 27001/27002, whenever feasible and not in conflict with other agreed requirements.

12.8. The use of the Bolt Food Platform and all legal relations formed thereunder will be governed by the laws of Georgia.

12.9. If the respective dispute resulting from these General Terms cannot be settled by negotiations, then the dispute will be finally solved by the competent Georgian courts.

12.10. Where versions of these General Terms exist in any other language, the English language version shall prevail.

SCHEDULE 1
MODEL WITHDRAWAL FORM

To Bolt Operations OÜ (Vana-Lõuna 15, Tallinn 10134, Estonia; [email protected])

I hereby give notice that I withdraw from the following sales agreement:

Ordered on: [to be completed by the Client]

Name of the Client: [to be completed by the Client]

Address of the Client: [to be completed by the Client]

Signature of the Client (only if this form is notified on paper):

Date: [to be completed by the Client]