Basic rules

This main provisions is an integral part of Public Agreement.

1. Processing and receiving orders

1.1. According to clause 2.2. Public offer, at the request of the Client, the order can be placed on the website, by phone, in the online chat of the store, via Viber, WhatsApp, Telegram or another messenger or in another convenient way for the Client.

1.2. The order is considered correct and fully completed if the Client has provided all the necessary information about the recipient of the order, as well as specified reliable contact information for contacting him.

1.3. A correctly and fully executed order is accepted for processing only after receiving from the Client 100% of the cost of his order. If our Company does not receive full payment for the order 2 hours before the order delivery time specified in the order, the order will be canceled or its delivery will be postponed to another time, after its agreement with the Client. If the Company's employees are unable to contact the Client to specify another delivery time, the order may be canceled without consultation with the Client.

1.4. In case of receipt of an incomplete amount of the cost of the order - execution of the order is suspended until the moment of receipt of the full amount for the order.

2. Order Processing

2.1. After placing an order on the website, it is assigned a certain number and status, which indicates the stage at which the order is at the moment. On the page "Order Statuses" you can see what each order status means.

2.2. Order statuses change during the Company's business hours as orders are processed. For example, if the order placement time is 20:00, 05/14/2015, the status of the order will be changed already on the next working day, that is, 05/15/15 from 9:00 AM. Usually, the order status changes within 5-15 minutes.

2.3. The client can view the status of his order in his personal account on the company's website or check the status of the order with the Company's employees during working hours.

2.4. The Company begins to form an order after the order has been fully executed, paid by the Client and accepted for work by the Company.

2.5. The execution of the order may be suspended if the Client has provided incomplete or incorrect information about the Recipient and the company cannot contact the Recipient. The execution of the order will be continued after the Client has clarified the correct contact details of the Recipient (during the company's working hours) or when the Recipient gets in touch and the Company can agree with the Recipient on the address and time of delivery. In this case, the time or even the date of delivery of the order may change if the Recipient gets in touch 1-2 hours before the end of the company's working day or outside of the Company's working hours.

3. Execution / delivery of orders

3.1. Delivery of the order is carried out by the Company to any place indicated by the Recipient: to the office, home, restaurant, university, hospital, etc.

3.2. Orders are delivered at time intervals from 8:00 a.m. to 8:00 p.m. every day. The minimum duration of the time interval is 1 hour. The order can be delivered to the Recipient no earlier than in 2-3 hours from the moment of placing and paying for the order, unless another time period was agreed upon with the Company's employees before placing the order.

3.3. Orders "today for today" are accepted without coordination until 15.00 Kyiv time. If the order "today for today" was placed after 15.00, and the Company is no longer able to deliver it today, then the order is subject to cancellation (with a refund to the Client, if they were paid) or postponement of its delivery to another date, upon agreement with the Client .

3.4. The cost of delivery paid by the client includes delivery to one address. Re-delivery or delivery to a different address is paid extra.

3.5. The waiting time for the Recipient's courier at the place of delivery is no more than 10 minutes. Then the courier goes to deliver the following orders so as not to be late to other addresses. To re-deliver the order, the Customer must pay the delivery cost again. If the Customer refuses to pay for redelivery, the order will not be delivered to the Recipient and the payment will not be refunded. In this case, the order will be considered fully and properly executed by the Company.

3.6. If the courier arrives at the address specified in the order (at the time specified by the Client in the order or at the time agreed with the Recipient), and the recipient is not at the specified address, the courier will leave the order with relatives, roommates, colleagues, concierge, etc. . or to the neighbors, if they don't mind, with a request to pass it on to the Recipient. At the same time, the order will be considered fully and properly fulfilled by the Company.

3.7. In the event that the Customer requested delivery of the order without a prior call to the Recipient, to clarify the address and delivery time, and after the arrival of the courier it turned out that the address provided by the Customer is incorrect (an error in the number of the house, apartment or street) and the courier The company will have the opportunity to deliver the order to another correct address, then the courier will deliver the order to the Recipient at another address on the day and time agreed with the Recipient, and the customer will have to additionally pay the cost of re-delivery to another address.

3.8. If the Customer in the order specified to deliver the order without a prior call to the Recipient, to clarify the address and delivery time, and after the arrival of the courier at the address it turned out that the Recipient lives in another city or village, then the order will be considered fully and properly fulfilled the company The company is not responsible for the fact that the customer specified incorrect data in the order.

3.9. The Company reserves the right to contact the Recipient, even if the client indicated not to call the Recipient when placing the order. If the Recipient requests delivery of the order on another day or time, the Company will deliver the order when the Recipient requests it, and not at the time specified by the Client in the order.

3.10. In case of bad weather conditions, holiday or pre-holiday traffic jams, announcement of air alarms or other unforeseen circumstances, the courier may be late for the delivery time specified in the order or the delivery time agreed with the Recipient. In such situations, the courier will call the Recipient and agree with him another delivery time interval and the delivery will be made at another time.

4. Order cancellation or changes

4.1. The Client may make changes to the order, upon agreement with the Company, until the Company has started forming the order. Changes in the order are considered to be agreed after written confirmation by the Company.

4.2. The customer can cancel the order during the business hours of the company.

4.3. If at the moment when the Client requested to cancel the order:
4.3.1. the order has NOT yet been collected by the Company, then upon cancellation of the order, the Company will return the full cost of the order to the client.
4.3.2. if the order has already been partially or fully collected by the Company, then if the order is canceled by the Customer, the refund for the goods will NOT be made. The company will refund the customer only the amount of the shipping cost, if the customer paid for it.

4.4. If the flowers ordered by the Client were ordered and paid to the supplier, then when the order is canceled, the Client will NOT be refunded. The company will refund the customer only the amount of the shipping cost, if the customer paid for it.

4.5. If the Company has prepared an order, and the Recipient refuses to receive the order, the Customer will not be refunded and the order will be considered fully and properly fulfilled by the Company.

4.6. Refunds are made in accordance with the Company's Refund Policy.

4.7. The order canceled by the Customer will not be delivered to the Recipient

5. Changes in the company's work on days of mass demand

5.1. Due to the sharp increase in the number of orders on days of mass demand for the Company's services, the Company's working conditions differ in some respects. Read them carefully.

5.2. The days of mass demand mean the following holidays and dates: New Year holidays, December 30-31, Christmas holidays, December 24-25 and January 6-7, International Women's Day, March 6-9, Valentine's Day, February 13-15, Mother's Day, Easter, etc.

5.3. The Company strongly recommends the Customer to place an order on the day of mass demand in advance (5-10 days before the delivery date) so that the Company has the opportunity to order flowers from the supplier for your order and he will deliver them on the desired date. Orders placed in advance are delivered first, and then new orders are delivered as they are placed.

5.4. Delivery of an order placed by the Customer on February 14 or March 8 after 12:00 may be postponed to the next day, i.e. February 15 or March 9, without notifying the Customer. To avoid this, place your order in advance. If the Customer does not agree with these conditions, the Company offers him to refuse to place the order after 12 noon on February 14 or March 8.

5.5. In days of mass demand, the Company does not give any guarantees and disclaims responsibility for guaranteeing the delivery of the Order in certain time intervals. On these days, ALL orders are delivered during the day from 7:00 a.m. to 11:00 p.m. with delivery time agreed with the Recipient. The delivery time specified by the Customer in the Order is considered recommended and delivery within this time period is NOT guaranteed these days. If the Customer does not agree with such conditions, the Company offers him to refuse to place an order for these dates.

5.6. On the days of mass demand, if any flowers are missing in the store for any reason (seasonality, lack of the desired variety/color), they will be replaced with other flowers that will be available in the store without prior agreement with the Client. Also, the Company can replace non-floral products (cakes, toys, balls, candies, etc.) without agreement with the Client for a product of a different type, or instead of such product, increase the number of flowers in the bouquet by the cost of the product. If the Customer does not agree with such conditions, the Company offers him to refuse to place an order for these dates.

5.7. The company can NOT guarantee delivery of orders to small towns or villages on days of mass demand. Specify the possibility and cost of delivery before placing or paying for the order.

5.8. The Company does not guarantee a photo report on the specified days of mass demand and 1 day before and 1 day after.

5.9. The cost of delivery on days of mass demand may differ from the standard cost of delivery on normal days.

5.10. In days of mass demand, the time to change the status of an order can take up to 2 working days, which is due to a sharp increase in the number of orders. That is, the Customer cannot immediately receive a notification that the order has been delivered.

5.11. The company may suspend the acceptance of new orders in order to be able to process orders that have already been placed by customers.

6. Photo report: features of service provision

Photo report is a photo of the order itself or the recipient from the order during the delivery of the order.

6.1. Photo report is a service that is provided free of charge and is not available in all cities.

6.2. The courier can take a photo of the recipient with the bouquet only if the recipient is not against it.

6.3. The company does not make any guarantees regarding the photo report.

In most cases, the absence of a photo is a consequence of the recipient's refusal, less often - various unforeseen situations on the part of the company (courier). Most often, the delivery of flowers is a surprise for the recipient, which can occur both early in the morning and late at night, both at home and at work or in any other places (specified in the order) and as a result - the recipient is not ready for the shooting.

6.4. Depending on the city where the order is delivered, the courier can take a photo using a camera or phone. Photos can be of different sizes and quality.

6.5. Usually the photo is sent to the customer within 24 hours from the moment the order is delivered, however, in some cases, this process can take up to 5 days.

7. Other conditions

7.1. If the order was not fulfilled in whole or in part due to the Company's fault, the Client has the right to demand compensation, or it can be fulfilled as soon as possible in agreement with the Client (return policy). The amount of compensation cannot exceed the value of the order.

7.2. The Company is not responsible to the Client (payer) if the payment service through which the Client pays for the order violates the terms of the contract or sets additional fees.

7.3. The agreement between the Client and the Company is valid from the moment it is concluded until the moment the service is performed. The moment of delivery of the goods ordered by the Client to the Recipient or the Client is considered the moment of service performance.

7.4. The parties agree that any disputed situations, the resolution of which could not be reached through negotiations, will be resolved in accordance with Ukrainian legislation in a Ukrainian court.

7.5. The company reserves the right to refuse to provide services to the client if:
- the client has signs of alcohol/drug intoxication;
- the client is in a state of aggressive excitement or uses obscene words;
- the client has not reached the age of majority (without parental consent);
or for other reasons without explanation.