Refund and Cancellation Policy

Annex to the Agreement for Specialists and Organizations and to the Service Use Agreement (for Clients)

Company: PROMFREE LLC (შპს „PROMFREE“), identification number in the Register of Entrepreneurs and Non-Entrepreneurial (Non-Commercial) Legal Entities of Georgia: 445849486, date of registration: 15.07.2026.

Legal address: Georgia, Batumi, Giorgi Leonidze St., N 4, building N2, floor 6, apartment N75.

Phone: +995 568 862 381.

Email for claims, official requests and personal data processing matters: stepan@promfree.com.

Support email: support@promfree.com.

1.1. This Policy defines in which cases and in what manner PROMFREE LLC (hereinafter — the Company) refunds money paid for the paid services of the Service promfree.com and the PROMFREE mobile applications (hereinafter — the Service), as well as how an order between the Client and the Specialist is cancelled.

1.2. The Policy applies only to payments that the user makes to the Company for the paid services of the Service. It does not apply to settlements between the Client and the Specialist for work performed: such settlements are made directly between them, outside the Service. The Company does not accept, hold, transfer or refund this money.

1.3. The Policy is an integral part of the Agreement for Specialists and Organizations and the Service Use Agreement (for Clients). Terms not defined herein are used in the meaning given in those agreements and in the document «Paid Services and Payment Terms».

• Paid service — a digital service of the Service that the Company provides for a fee: the Premium plan, promotion («boost») of a listing, a paid response, as well as other services listed in the document «Paid Services and Payment Terms».
• Payer — a user of the Service who has paid for a paid service.
• Payment Provider — the bank or payment system through which payment is accepted. The name of the provider is indicated on the payment page. Bank card details are entered only on the Payment Provider’s side; the Company does not receive or store them.
• Balance — the user’s prepayment account record for the paid services of the Service (section 6).
• Order — an agreement between the Client and the Specialist for the performance of work, concluded using the Service.

3.1. All paid services of the Service are digital and are rendered immediately after payment, in full, without a tangible medium. A paid service is deemed rendered:

• Premium plan — at the moment the plan is activated in the user’s personal account;
• promotion («boost») — at the moment the listing starts being displayed with the promotion applied;
• paid response — at the moment the response is sent to the Client;
• Balance top-up — at the moment the amount is credited to the Balance.

3.2. Before payment, the user sees the name of the service, its period and price, and confirms that they have read this Policy and agree that the service is rendered immediately and, once rendered, is non-refundable, except in the cases specified in section 4.

4.1. The Company refunds the amount paid in the following cases:

• Double or repeated charge — the same service was paid for twice or the amount was debited more than once. The excess amount debited is refunded.
• Technical failure — the payment was debited but the service was not activated, and the Company was unable to activate it within 3 (three) business days of the user’s request. The full cost of the service is refunded.
• Paid response not sent — the response was paid for but was not sent to the Client because the order was closed, deleted or unpublished before the response was sent. The cost of the response is refunded.
• Incorrect amount — an amount was debited that does not correspond to the price published on the Service at the time of payment. The difference is refunded.
• Other cases expressly provided for by the consumer protection legislation of Georgia.

4.2. The refund is made in full, without deduction of the Company’s fees. The Company does not compensate fees and exchange rate differences of the Payer’s bank.

5.1. No refund is made if the service has been rendered (section 3) and none of the cases in section 4 has occurred. In particular, the following are not grounds for a refund:

• the absence of orders, responses, views, messages or replies from the Client after activation of the Premium plan or promotion — the Company does not guarantee the result of promotion;
• the Client did not reply to the paid response, chose another Specialist or chose no one;
• the user changed their mind, did not use the service or did not use it in full during its period;
• the user made a mistake when choosing the plan, the period or the listing to which the promotion applies, if the service has already been activated;
• the user’s account was blocked or restricted for a breach of the agreement, the communication and moderation rules or the rules on prohibited content;
• the user deleted the account before the period of the paid service expired.

5.2. If the Company refunds money for a service, that service is terminated from the moment of the refund.

6.1. The Balance is the user’s prepayment for the paid services of the Service. The Balance is not electronic money, a bank account, a deposit or a payment instrument; no interest accrues on the remainder of the Balance; Balance funds may not be transferred to other users or withdrawn to a bank account, card, e-wallet or cryptocurrency.

6.2. Top-up of the Balance is not currently available.

7.1. The request is sent to support@promfree.com from the email address specified in the user’s account, or through the contact form in the personal account. The request must state:

• the account’s email address;
• the name of the paid service, the date and amount of payment;
• the grounds for the refund (the clause of section 4) and a description of the situation;
• proof of payment (the Payment Provider’s receipt, a bank statement or the transaction number).

7.2. The deadline for submitting a request is 30 (thirty) calendar days from the date of the charge. Requests submitted later are considered if the delay was caused by a valid reason, or if the law provides for a longer period.

7.3. The Company considers the request within 10 (ten) business days of receiving all the information listed in clause 7.1 and communicates its decision to the account’s email address. If the information is insufficient, the Company requests it, and the review period starts anew from the moment it is received.

7.4. In the event of a positive decision, the Company sends a refund instruction to the Payment Provider within 5 (five) business days. The refund is made to the same card or the same payment method that was used for the payment. The time it takes for the money to be credited depends on the Payer’s bank and usually ranges from 3 to 30 calendar days; the Company has no influence over this period.

7.5. If the user disagrees with the decision, they have the right to send a claim to stepan@promfree.com. Claims are considered in the manner established by the Dispute Resolution Policy.

8.1. Before contacting the bank with a request to dispute a payment, the Company asks the user to write to support@promfree.com: most issues are resolved faster than the dispute procedure.

8.2. Upon receiving a request from the Payment Provider regarding a disputed payment, the Company provides it with information on the rendering of the service: the date and time of activation, the account details, and confirmation of the user’s consent to this Policy.

8.3. If a payment is disputed without the grounds provided for in section 4 and the service has been rendered, the Company has the right to terminate the disputed service and restrict the user’s access to the paid services of the Service until the matter is settled.

9.1. An order for which both parties have confirmed the start of work may be cancelled only by mutual consent of the Client and the Specialist, stating the reason for cancellation. Such an order cannot be cancelled unilaterally. An order for which the start of work has not been confirmed may be unpublished by the Client independently.

9.2. Cancellations are counted in the user’s cancellation counter, which is visible in the profile and affects the trust of other users.

9.3. If the Client has already paid the Specialist for the work directly, the question of its return is resolved between the Client and the Specialist. The Company does not refund, withhold or recover such money. In the event of disagreements, the parties may open a dispute in the manner established by the Dispute Resolution Policy; the Company’s decision on the dispute concerns the status of the order, reviews and measures against the violator of the Service rules, but not the money for the work.

9.4. A paid response sent for an order that was subsequently cancelled by the parties is non-refundable: the service (sending the response) has been rendered.

9.5. The «Secure Deal» service is under development and is currently unavailable. The cancellation and refund procedure for orders with the «Secure Deal» will be published upon its launch.

10.1. Nothing in this Policy limits the user’s rights granted by the consumer protection legislation of Georgia. If any provision of the Policy contradicts mandatory provisions of law, the law applies.

11.1. The Company has the right to amend this Policy. The new version is published on the Service at least 5 (five) calendar days before it takes effect; the Company additionally notifies users of material changes via the personal account or by email.

11.2. Services paid for before the new version takes effect are governed by the version in force at the time of payment.

12.1. The Policy is governed by the legislation of Georgia.

• Refund requests and payment questions: support@promfree.com
• Claims and official requests: stepan@promfree.com
• Phone: +995 568 862 381
• Postal address: Georgia, Batumi, Giorgi Leonidze St., N 4, building N2, floor 6, apartment N75.