When money comes back, and how.

What this policy covers

This policy applies to every payment made to Golden Hands at 7g Nikoloz Kipshidze Street, Vake, Tbilisi: single sessions, packages and gift certificates, whether paid in the studio, by transfer or through our online booking.

Read it together with our Terms and Conditions, which set out the booking, cancellation and health rules a refund decision often depends on.

Nothing here limits the rights the Law of Georgia on the Protection of Consumer Rights gives you. Where this policy and the law differ, the law applies.

Our starting position

If you did not receive the service, you should not pay for it. That principle is behind everything below.

Where a charge is retained, it is because a specialist's time was reserved for you and could no longer be offered to another guest.

We would always rather move your session than refund it, and we will offer that first. A refund remains your choice.

If you cancel a session

Tell us as early as you can, by telephone, WhatsApp or in person. The notice you give determines the outcome, and the same window applies whether you paid in advance or not.

If you are not satisfied with a session

Tell us on the day if you can, while your specialist and administrator are present. Most concerns can be understood and put right immediately.

If something was not delivered as agreed, for example the treatment given was not the one you booked, or the pressure you agreed was not respected after you raised it, we will repeat the session at no charge or refund it. The choice is yours.

A refund is not owed simply because the result differed from what you hoped for, since massage is not medical treatment and we promise no specific outcome. Even so, if you feel the service fell short, tell us. We would rather hear it.

We answer every complaint. If we cannot agree, section 12 sets out where you can take it.

If we cancel your session

If we cancel, or cannot deliver a session you booked and paid for, you receive a full refund or a session at a time that suits you, whichever you prefer.

This applies if a specialist is unwell, if the studio has to close unexpectedly, or if we made an error in the booking.

If we can only deliver a shorter session than booked, you pay for the time delivered and the difference is refunded.

If we decline a treatment on health grounds

If after the consultation we conclude a treatment is not safe or appropriate for you, we decline it and explain why. Nothing is charged and anything paid in advance is refunded in full.

If a different treatment is suitable we will offer it, and you decide whether to take it.

If you feel unwell or have an infectious illness before your appointment, tell us and we will move the session at no cost.

Sessions stopped part way through

You may ask for a session to stop at any moment, for any reason, and you never have to explain. That right is set out in our Terms.

Where a session is stopped part way, you pay for the time delivered and the balance is refunded.

If it was stopped because of something we did wrong, you pay nothing and anything paid is refunded in full.

Gift certificates

A gift certificate can be refunded to the person who bought it, at their request, within fourteen days of purchase, provided it has not been used.

After fourteen days an unused certificate is not refundable in cash, but we will gladly transfer it to another person or extend it if its validity is close to expiring. Talk to us.

A certificate used in whole or in part is not refundable for the used portion. Where it held a monetary value and part remains, the remainder stays available within its validity period.

If an appointment booked with a certificate is cancelled, section 3 applies, and any amount retained is deducted from the certificate's value rather than charged separately.

We cannot refund a certificate that cannot be identified in our records.

Packages of sessions

A package of five or ten sessions is sold at a discount to the single session price, which is what makes the calculation below necessary.

If you end a package early, we charge the sessions you have already taken at the full single session price and refund the balance of what you paid. The discount therefore applies only to a completed package.

Unused sessions in a package still within its twelve month validity are not lost. We will extend, transfer or reschedule wherever we reasonably can, and would rather do that than refund.

If we can no longer deliver the remaining sessions, for example if the studio closes, they are refunded at the price you actually paid for them.

This calculation does not reduce any stronger right you hold under Georgian consumer law.

Online and distance purchases: your fourteen day right

When you buy a gift certificate or a package from us at a distance, for example online, by telephone or over WhatsApp, the Law of Georgia on the Protection of Consumer Rights gives you fourteen days to withdraw from the contract without giving a reason.

To use this right, tell us within fourteen days by telephone, WhatsApp or in writing. You do not have to justify the decision.

One statutory exception applies: if you asked us to begin the service within those fourteen days and it has been fully delivered, the right to withdraw no longer applies to that delivered service. In practice this means sessions already taken.

Where part of a package has been used, we refund the unused part, calculated as described in section 9.

This section describes your legal right. It does not narrow it, and if the two ever differ the law applies.

How to request a refund, and how long it takes

Ask us by telephone on +995 599 23 18 33, by WhatsApp, or in person at the studio. There is no form to fill in.

Tell us your name, the date of the session or purchase, and how you paid. If you have the receipt or the certificate, bring it or send a photograph, since it makes identification immediate.

We confirm the decision as soon as we have the details, and in straightforward cases immediately.

Refunds are returned by the method you paid with. Cash is refunded in cash at the studio. Card payments return to the same card and typically reach your account within a few working days once issued, depending on your bank.

We never charge a fee for issuing a refund.

If we say no and you disagree

You are entitled to an explanation and you will get one. If our answer does not satisfy you, say so and we will look at it again.

If we still cannot agree, you may refer the matter to the competent Georgian authority responsible for the protection of consumer rights, or to a Georgian court.

Raising a complaint costs you nothing and does not affect how you are treated at the studio.

Governing law and language

This policy is governed by the law of Georgia, and disputes fall to the competent courts of Georgia.

It is published in English, Russian and Georgian. The Georgian version is the authoritative text, and if a translation differs from it the Georgian version applies.

We may update this policy, for example if our services or the law change. The version that applies to your purchase is the one published here when you made it, with the date of the last update shown at the top.