1.1. As a general rule, when a contract is concluded remotely, the consumer has the right to withdraw from the contract within 14 (fourteen) calendar days without giving any reason (Art. 13 of the Law "On Consumer Rights Protection"). The period is calculated from the moment the contract is concluded.
1.2. Exceptions (when the right of withdrawal does not apply or is limited):
1.3. Regardless of the exceptions in clause 1.2, the user may withdraw from the policy if, at the moment the request under clause 4.1 is received, at least 48 hours remain before the start of the insurance period stated in the policy; the start is 00:00 Tbilisi time on the start date. In this case the Operator cancels the policy and refunds the full amount paid for it, including the service fee for issuing it.
2.1. The terms for refunding the insurance premium are governed by IRAO's insurance rules and the status of the policy. Under IRAO's rules: in case of early termination after the insurance period has begun, the Insurer refunds the unearned portion of the premium less expenses incurred; the earned portion of the premium remains with the Insurer; once the insurance period has expired, the premium is non-refundable.
2.2. When the right of withdrawal is exercised under clause 1.1, the amount paid is refunded to the consumer within 14 calendar days of receipt of the withdrawal request (Art. 15), using the same payment method, unless otherwise agreed. The same period and payment method apply to withdrawal under clause 1.3.
2A.1. If the eSIM has not been installed on a device (the profile has not been downloaded), the user may withdraw from the order within 14 (fourteen) calendar days of the payment date and receive the price of the eSIM less the service fee. The Operator checks the installation status in the supplier’s system.
2A.2. After the eSIM has been installed on a device no refund is made, because the digital product has been delivered and activated at the user’s express request (clause 4.6 of the offer). The exception is a technical fault under clause 4A.7 of the offer.
2A.3. No refund is made if the eSIM does not work because of incompatibility or carrier-locking of the user’s device, disabled "Data roaming" or other device settings, nor for the unused volume of the package.
2A.4. Money is refunded by the same method used for payment, within 14 calendar days of approval of the application. After the refund the eSIM is cancelled.
3.1. The Operator's service fee is compensation for the service actually rendered in issuing the policy online. Since the service is rendered as a one-time act at the moment the policy is issued, the service fee is non-refundable — including in the event of subsequent withdrawal from the contract or refund of the insurance premium. This condition is disclosed to the consumer before payment. Exception: withdrawal under clause 1.3 — the service fee is refunded together with the price of the policy.
3.2. The non-refundability of the service fee does not affect the right to a refund of the insurance premium in the cases and manner provided for by law and IRAO's rules.
4.1. A withdrawal/refund request is sent to the e-mail help@100doc.ge, indicating the policy and user details.
4.2. A premium refund on insurance grounds may be processed through the Insurer in accordance with its rules; the Operator provides assistance in submitting the request.
4.3. In the application, state the order number (for example INS-2026-XXXXX), the e-mail address given with the order and the reason. For eSIM, also state your phone model.
5.1. If the consumer disagrees with the decision, they have the right to apply to the National Competition Agency of Georgia and/or to court.
This document is published in Russian, English and Georgian (where a translation has been published); in the event of a discrepancy, the Russian version shall prevail.