Terms and Conditions

LLC “MEAMA” (ID: 405139425) (hereinafter the “Company”)

Customer Information Delivery Policy (hereinafter the “Trade Policy”)

Chapter I – General Rules and Conditions

This Trade Policy, in Georgian, is posted in all of the Company’s retail locations (hereinafter the “Outlet”). It is also available in Georgian on the Company’s website at the domain www.meama.ge and in the Company’s application/online store named MEAMA (hereinafter, together and separately, the “Online Platform”).

This Trade Policy regulates the rules and terms under which the Company conducts commercial activities on the Online Platform.

Each customer is asked to carefully read the rules and conditions provided in this Trade Policy. If a customer does not agree with a specific provision of the Trade Policy, the Company asks each customer not to use the Company’s Online Platform.

This Trade Policy constitutes a binding agreement between you and the Company and governs only the use of the Company’s website and online store.

By agreeing to the Company’s Trade Policy, you also agree to the Company’s Item Return/Exchange Policy, as defined by this Trade Policy.

As the customer wishes to open a personal account on the Company-operated Online Platform in order to purchase the Company’s products via the Online Platform, and for the Company to sell its products, the Company and the customer agree to enter into a contract under which the following will occur:

The customer opens and uses an account;
The Company sells and delivers products posted on its Online Platform to the customer;
The customer pays the price;
Commission and payment rules are calculated for sales made through the Online Platform; and
The account may be closed.

Before using the Online Platform, you should carefully read this Trade Policy.

All customers who wish to use the Company’s Online Platform are required to accept and comply with the rules and conditions below. The Company reserves the right, at any time and in compliance with the law, to unilaterally make changes to these terms by publishing them on the same Online Platform, without the customer’s further additional consent. The Company will notify the customer about such changes by email and/or by sending a notification to the profile within the Online Platform.

Chapter II – Company Contact Information

LLC “MEAMA” (ID: 405139425)
Legal address: Tbilisi, Samgori District, Givi Amilakhvari St. No. 2
Actual address: Tbilisi, Samgori District, Givi Amilakhvari St. No. 2
Telephone: 032 280 08 08
Email: info@meama.ge

Chapter III – Definitions

Application – The “MEAMA” mobile app/software developed specifically for small, wireless computing devices such as smartphones and tablets, owned by the Company.

Website – The collection of web pages at www.meama.ge.

Company / “MEAMA” – The supplier, LLC “MEAMA” (Identification No.: 405139425; legal address: Tbilisi, Samgori District, Givi Amilakhvari St. No. 2), which owns the website at www.meama.ge and the “MEAMA” application.

Customer – A person who meets the requirements of this Trade Policy and wishes to purchase the Company’s products via the Online Platform; also, a user registered on the Online Platform.

Goods/Products – Any movable item, as well as property benefits embedded in or distributed in digital form, including but not limited to any type of products offered by the Company to the Customer (coffee, tea, capsules for preparing various hot/cold beverages, coffee machines, accessories, any product listed for sale on the Online Platform, etc.).

Account – A customer account registered on the Online Platform.

Authorization – Customer access to their personal account.

Terms of Use – This Trade Policy and any other rules/terms referenced; considered part of these rules and governing the customer’s access to and use of the Online Platform, including any content, features, and services offered on the Online Platform.

Operation – Any operation performed by the customer related to their personal account and/or services.

Universal Identifiers – A set of data provided by the Company to the Customer, by which the customer registers in the identification system and is able to use certain remote services or channels of the Company. The specific list of universal identifiers is provided in Article 6, Paragraph 6 of this Trade Policy.

Verification – Confirmation of the created personal account carried out in accordance with Chapter VI, Article 3 of this Trade Policy.

Registration – Creation of a personal account.

Contract – The agreement between the Customer and the Company, which includes this Trade Policy and its annexes, if any.

Stock / In stock – Product availability status intended only for the Online Platform and not providing information about stock in any physical branch of the Company.

Chapter IV – Company’s Obligations

The Company is obliged to deliver products to the customer that comply with the conditions specified in the Contract.

Products are considered compliant with the Contract if they match the description provided by the Company to the customer and possess the same properties as the sample presented by the seller to the customer.

If the Company has not provided a description to the customer, the products are considered compliant if they are suitable for the purpose that the customer informed the Company of at the time of contracting, and to which the Company agreed.

Chapter V – Obligations of the Parties

Each party has the right to demand full, timely, and good-faith performance of obligations from the other party.

The parties undertake to compensate each other for damages caused by full or partial non-performance or improper performance of assumed obligations in accordance with the law; compensation does not release the parties from performing their obligations.

Chapter VI – Customer Declarations

By agreeing to this Trade Policy, the Customer confirms that:

They are a legal entity established under Georgian law or a natural person who is 18 years old and legally capable.
They have full legal capacity, are not under the influence of narcotic, alcoholic, psychotropic, or toxic substances, and are not under mistake, fraud, duress, threat, or any unlawful influence; they are not the object of violence, threats, deceit, misrepresentation, or other prohibited actions by the Company or any third party; they fully understand the content of their will, the essence of the terms, and the legal consequences arising therefrom.
They have full authority (or will obtain it) to sign and fulfill obligations provided by these Terms or any other contracts and applications.
The Company is authorized to change its product prices at any time without prior notice to the customer.
They have read and fully agree to the rules and conditions established by the Company’s Trade Policy, including purchase, payment, delivery, and return conditions. The Company may unilaterally amend this Trade Policy, of which the customer will be informed.
All data they provide is accurate and true.
They are not involved in any illegal activity under the laws of any jurisdiction (including Georgia and the country of which the customer is a citizen), including but not limited to money laundering, arms trafficking, terrorism, or other unlawful activity.
At the time of opening a personal account and throughout the term of the Contract, their activities/actions comply with local and/or international law.
Their actions are not intended to deceive the Company and/or any third party. For the purpose of concluding and performing the Contract, the documents and/or information submitted to the Company at the time of submission are/will be authentic, accurate, and complete.
They will perform assumed obligations in good faith, fully, and properly.
From the moment of opening a personal account until termination of the Contract, they agree that the Company may search/verify and process any information provided by the customer or related to the customer, including personal data and universal identifiers.
The customer will immediately notify the Company in writing of any circumstances that may conflict with the above declarations and/or cause a breach of these warranties.

The Company will conclude the Contract with the customer on the basis of the declarations, warranties, and obligations set forth in these Terms and will consider them as terms of the Contract. Accordingly, after concluding the Contract, a breach of the above declarations, warranties, and obligations is sufficient grounds for the Company to unilaterally refuse to provide any or all services/sell products as provided under the Contract and this Trade Policy.

Chapter VI – Rules for Using the Company’s Services/Products

Registration Process

The customer registers on the Company’s Online Platform.
To register, the customer provides first name, last name, email, and a password known only to them. The system does not store it in plain text; it stores a hashed version that is not accessible to anyone other than the customer.
Alternatively, the customer may register by providing phone number, first name, last name, and a password (stored only as a hash, as above).
For verification, in addition to the information in Article 1 of this Chapter, the customer provides a personal ID number.
To complete registration and/or ordering, the customer must tick the box confirming agreement to this Trade Policy. This is required to create a convenient and simple process for the customer.
After registration, the customer selects desired products on the Online Platform and adds them to the cart for purchase.
To complete the purchase, on the checkout page the customer provides: first name, last name, mobile number, email, actual address, postal code, selects preferred delivery and payment methods, and completes the purchase. Information already provided during registration/verification is not requested again on the checkout page.
The Company may cancel a registration/account if a violation of this Trade Policy and/or the law is detected, or in case of bad-faith behavior.

Universal Identifiers (for clarity):

Username – A parameter automatically assigned by the centralized identification system, needed for remote service authorization.
Mobile Phone Number – The number to which one-time access codes/passwords (if any) needed for operations under centralized remote services are sent.
Email Address – A unique identifier and address to which access codes/passwords (if any) are sent. Authorization may be simple (username + password) or strong (username + password + one-time code). The authorization method is also recorded in the centralized identification system for each relevant remote service channel.
Personal ID Number – A parameter automatically assigned by the centralized identification system, needed for verification to obtain remote services.

For service improvement and/or security purposes, the Company may define additional/different customer identifiers.

Authorization Process

After account registration, the customer is automatically authorized, which is necessary to use the full capabilities of the Online Platform (a personal profile/account and related functions).

Authorization is carried out using the customer’s universal identifiers.

Selecting Products, Placing, Receiving, and Canceling Orders

After authorization, the customer can access various information and make purchases using navigation buttons on the Online Platform.

Using the search and other navigation buttons on the Online Platform, the customer selects a desired product category and can filter data by price range, product characteristics, and other offered parameters.

Purchases can be made using two different methods: Standard Method and Express Method.

Standard Method –

The customer selects the standard method via a dedicated button and places desired products in the personal cart.
After adding to the cart, the customer is redirected to the purchase and payment page, where service fees (e.g., delivery) may be added. Then the customer places the order.
If standard delivery is chosen, delivery is made within 3 to 5 business days.
If the order value exceeds 50 GEL and the customer selects standard delivery, delivery is free to any address. For orders under 50 GEL, the standard delivery fee is 5 GEL.

Express Method –

If express delivery is selected, delivery is on the same day. The exact time depends on the address provided by the customer. For addresses outside Tbilisi (other cities/regions, including villages, settlements, communities), standard delivery applies.
The express delivery fee depends on the customer’s address. For express delivery, the Company partners with a third party that, using its algorithm, determines the distance between the customer’s address and the designated dispatch point. The Company’s dispatch points are:
- Tbilisi, Vazha-Pshavela Ave. 70 (City Mall)
- Tbilisi, A. Tvalchrelidze St. 2 (East Point)
- Tbilisi, Davit Aghmashenebeli Hwy, 16th km (Tbilisi Mall)
  The algorithm automatically selects the dispatch point based on the address to ensure fast delivery and optimal cost calculation.

Payment –

The customer must pay the purchase price/service fee in advance via non-cash payment. The Company’s obligation to deliver and transfer ownership arises only after full payment is received.
The customer can pay with any plastic/digital card on the Online Platform, which includes consent to this Trade Policy.
The recipient of card payments is the Company.
The Company will support the customer with issues arising from card/digital payments through its information service.
The customer’s obligation is deemed fulfilled when the full amount (and, if applicable, any commission) is reflected in the Company’s bank account.

The Company must process the order within 2 business days from the moment funds are credited to its bank account. Order processing hours are 10:00–19:00. Orders placed after 19:00 or on Saturdays, Sundays, or public holidays are processed on the next business day.

An order is considered complete upon delivery of the product to the customer.

If delivery to the customer is impossible, the order will be canceled and the customer will be refunded.

Upon receipt, the customer must check the characteristics of the order and confirm by signature that the item has no visible defect.

Upon request, the Company must provide all documents related to the order.

Order confirmation is sent immediately to the customer’s registered, active email upon order placement. If the customer is not registered on the website, the order confirmation is sent to the email provided at checkout.

Due to unforeseen circumstances, delivery time may increase or the order may be canceled; the Company will inform the customer as soon as possible. If the customer does not agree to an additional delivery time, the order will be canceled and the paid amount will be refunded within 10 business days. Refunds are made via the same means used for payment, unless the customer agrees to another method.

If timely delivery within the chosen period is not possible due to reasons beyond the Company’s control (e.g., flood, impassable roads, bad weather, heavy snowfall, etc.), the customer will have no claim/demand/complaint/dispute against the Company in this regard. The customer understands that such cases constitute circumstances beyond the Company’s control, and the Company cannot be liable for delayed delivery.

Due to unforeseen circumstances, the Company may cancel an order; with the customer’s consent, available alternative products may be delivered. The customer will be immediately notified by the Company’s information service of any such case.

From the moment of actual handover of the sold product to the customer, the risk of accidental loss/destruction and any damage passes to the customer.

Chapter VII – Force Majeure

Neither party is liable for full or partial non-performance if caused by natural or technological disasters, fire, warfare, government decisions, provided such events started or developed after the order.

If any of the listed circumstances directly affects the performance term of obligations under this Trade Policy, the term is extended for the duration of the force majeure.

The party facing force majeure must notify the other party of the circumstance, its possible duration, and termination.

The facts stated in the notice must be confirmed by the relevant region’s chamber of commerce, industrial body, or another competent authority.

Failure to notify or delayed notification deprives the party of the right to invoke force majeure as grounds for exemption from liability.

Chapter VII – Return and Exchange Policy for Products Purchased via the Online Platform

Customer Rights (Statutory Warranty) – Warranty Terms

If a product is found to be defective, the customer has the right to demand that the Company rectify the defect (repair or replace free of charge, reduce the price), or to withdraw from the contract.

Repair and replacement are the customer’s primary rights. The customer may demand free repair or replacement unless impossible due to the nature of the product or it entails disproportionate or unreasonably high costs.

Products must be repaired or replaced within a reasonable time (replacement within no later than 10 calendar days from defect discovery, standard repair within no later than 30 calendar days from defect discovery), so that the customer is not significantly inconvenienced, considering the nature of the product and the purpose for which it was purchased.

Free repair or replacement means the Company covers all costs (including postage, labor, and materials) necessary to ensure compliance with the Contract.

The customer may request a price reduction or withdraw from the contract if any of the following applies:

Repair or replacement is impossible;
The Company did not repair or replace within a reasonable time and the customer has lost interest in performance;
Repair or replacement by the Company would cause significant inconvenience to the customer.

Upon withdrawal from the contract, the customer may claim damages resulting from non-performance as provided by Georgian law.

The customer may not withdraw if the defect is minor.

When determining whether costs are disproportionate or unreasonably high, the following will be considered:

The price of the goods/services if compliant;
The degree of non-compliance;
The alternative possibility of eliminating the defect without inconveniencing the customer.

The customer may exercise these rights if a defect is discovered within 2 years from delivery.

For the avoidance of doubt, within 2 (two) years from purchase, the Company will cover all costs required for repair. If a defect is discovered within 6 (six) months from handover, it is presumed to have existed at delivery. If discovered after 6 (six) months, the customer must prove the defect existed at delivery. The above warranty term applies to products such as accessories, coffee machines, and similar. For the avoidance of doubt, beverages, capsules, and similar products are not included.

If a defect is discovered, the customer may contact the hotline, which will direct them to one of the Outlets listed below. For diagnostics, the customer may leave the product at one of the following Company stores indicated by a Company representative:

Tbilisi, Vazha-Pshavela Ave. 70 (Company store in “City Mall”)
Tbilisi, A. Tvalchrelidze St. 2 (Company store in “East Point”)
Tbilisi, Davit Aghmashenebeli Hwy, 16th km (Company store in “Tbilisi Mall”)

If the defect cannot be eliminated, the Company will replace the product for the customer. If replacement is impossible because an identical/similar product is not physically available in outlets or warehouses, the Company may offer a monetary refund; in that case, the initial purchase price will be reduced by the value of use and normal depreciation.

Warranty exclusions:

The warranty period has expired.
The product has visual or mechanical damage/defect not caused by a factory defect/by the Company.
Operating and usage rules were violated.
Damage is caused by power network malfunction, corrosion, or moisture.
Damage results from unqualified/unauthorized repair.
The warranty does not apply if the customer purchased a second-hand product (including, but not limited to, within a Meama Outlet campaign).

Return Policy

Under Article 13 of the Law of Georgia “On Protection of Consumer Rights,” except for the exceptions established by Article 14 of the same law, the customer has the right to withdraw from a distance contract and/or an off-premises contract within 14 (fourteen) calendar days without specifying any reason.

This period is calculated as follows:

For a sale contract – from the date the customer or a third party designated by them (other than the carrier) takes possession of the goods.
For goods ordered in parts – from the date the customer or their designated third party (other than the carrier) takes possession of the last item.
For contracts for regular (periodic) delivery – from the date the customer or their designated third party (other than the carrier) first takes possession.

Accordingly, the customer has the right, within 14 (fourteen) calendar days from receipt, to request the return of purchased products (specifically those whose physical integrity, storage conditions, and hermetic seal have not been violated). After this period expires, the customer loses the right to request a return. To exercise this right, the customer must fill in the Item Return Form attached to this Trade Policy and send it to: info@meama.ge.

The customer must present the payment receipt confirming purchase of the product to be returned.

Upon withdrawal, the customer must: return the product to the Company or its designated third party immediately after sending the withdrawal notice, but no later than 7 calendar days; and bear the direct costs of returning the product.

If product characteristics do not match the data indicated on the Online Platform, or the product has an initial defect, or the product was damaged during transportation, the Company will ensure the return at its own expense.

The customer must return the product in full, with all accompanying documents. Returns are possible only with complete set and undamaged factory packaging. The customer must also return any accessories, e-vouchers, or other items received under promotional campaigns at the time of purchase. If these items/vouchers are not returned, their value will be deducted from the refund. The Company may refuse to refund until it receives the goods back or receives proof of dispatch from the customer, whichever occurs first, unless the Company itself has undertaken to collect the goods.

The Company must refund the amount paid by the customer within 14 calendar days from receiving the return notice. The Company may refuse to refund until it receives the goods back or proof of dispatch, whichever occurs first.

Refunds will be made using the same means of payment used by the customer unless the customer agrees to another method.

The customer’s withdrawal from a distance contract automatically leads to withdrawal from related contracts and restoration of the original state.

As a result of withdrawal, obligations under the distance contract are extinguished, and what the parties received through performance is returned to them.

The customer has no right to withdraw from products whose price does not exceed 30 GEL.

The product’s flawless, pre-sale condition will be confirmed by a Company representative at the time of handover to the Company, in the customer’s presence. If the customer disagrees with the representative’s assessment, the customer may have the product inspected by an independent expert and submit the conclusion to the Company. The costs of the independent expert are borne entirely by the customer if the expert concludes that the Company representative’s assessment was correct.

Exceptions to the Return Policy:

Certain products of the Company—specifically beverage capsules—are hermetically sealed food products requiring proper storage; therefore, beverage capsules whose physical integrity and storage conditions have been violated are not subject to return.
Returns are not accepted for:
- Products with any physical/external damage, damaged factory box/packaging, and/or removed serial number/expiry date;
- Products whose value does not exceed 30 GEL;
- Goods which, at the time of delivery and by their nature, inseparably mixed with other goods;
- Where the contract provides that the price depends on financial market fluctuations beyond the seller’s control;
- Goods or services made to the customer’s individual order;
- Hermetically sealed goods whose hermetic seal was broken after delivery and return is impossible for health/hygiene reasons;
- Products purchased with a 50%–80% discount.

The customer must pay the purchase price/service fee in advance via non-cash payment. Upon completion of the order, the Company will reflect/confirm the completion on the website/application.

Chapter VIII – Processing of Customers’ Personal Data

The Company ensures, within its competence and under applicable law, the processing and protection of the customer’s personal data.

The Company/seller processes the customer’s personal data for the following purposes:

Customer registration/verification on the website/application;
Delivery of ordered goods/provision of services;
Diagnostics/replacement/repair of goods;
Product return/exchange;
With consent, sending various marketing offers to the customer;
Identifying customer preferences and preparing tailored offers.

Legal bases for processing personal data:

The data subject’s consent;
The Company’s fulfillment of obligations established by Georgian law.

By registering on the website/application, the customer, as a data subject, gives consent and authorizes the Company and/or a contracting party of the Company to store and process the data recorded during registration for the purposes defined by these rules and conditions.

Product Return Form

Company Name:
LLC “MEAMA”

Company Address:
Georgia, Tbilisi, Samgori District, G. Amilakhvari St. No. 2

Company Phone:
032 280 08 08

Company Email:
info@meama.ge; support@meama.ge

Customer Full Name:

Customer Contact (phone and/or email):

Purchased Product Name:

Order Time:

Order Address: