The Georgian Competition and Consumer Agency has completed a case study concerning an alleged violation of the Law of Georgia on the Protection of Consumer Rights, involving misleading and unfair commercial practices by the trader LLC “GLOVO APP GEORGIA” (GLOVO). The case concerns courier services in the Georgian language.
According to the statement recorded by the Agency, the consumer ordered a product through the Glovo application, but the product was out of stock. The problem occurred during the order cancellation, as the courier could not speak Georgian, leading to incorrect communication and the consumer being charged.
It is important to note that, under the Law of Georgia on the Protection of Consumer Rights, the trader is obligated to provide post-purchase service in the language used before the conclusion of the purchase transaction, which must, in the first instance, be in the state language on the territory of Georgia. However, with prior consent or choice from the consumer, service may be provided in another language.
According to the Agency's decision, the trader is required to comply with the information standards, ensuring that services are available in Georgian for consumers. The trader must also bring its trading policy into align with the relevant provisions of the law.
