1. The moment this Agreement is concluded, the Customer completes answering order questions through the Chat System, and clicks the “Please Make Your Payment” link. The Customer agrees to be bound by the Company’s terms of service. The Customer’s actual use of the Company’s services constitutes proof of the Customer’s acceptance of the terms of this publicly available Agreement.
Acceptance of Orders
2.1. Orders are accepted through the Moscow Florist website or through the Chat System and other communication tools provided on the site. All information (prices, product range, etc.) is current and kept up-to-date.
2.2. The order is considered to be completed correctly and completely if the Customer has provided complete information about the Recipient of the order and the Customer’s contact information is provided accurately (i.e., all required questions in the Shop Chat section have been answered correctly when placing the order).
2.3. A correctly and completely completed Customer order will be accepted for processing, fulfillment, and delivery only after 100% of the order amount has been paid in advance by the Customer.
2.3.1. If the full prepayment has not been made by 3 hours before the order is due to be delivered, the order may be canceled or postponed to another time agreed upon with the Customer. In this case, if the Company has been unable to contact the Customer through no fault of its own (inaction), the order may be canceled without the Customer’s consent. If only partial payment has been received, the order will be suspended until the full order is received.
2.3.2. If the Customer is unable to make the prepayment due to their circumstances or is unable to make the time for any reason, the possibility and procedure for fulfilling the order will be discussed individually with the manager.
2.4. Having the Buyer’s contact phone number is a prerequisite for the acceptance, processing, and fulfillment of the order. A Company employee will contact the Customer only in urgent cases (unless the Customer specifies otherwise on the order form).
2.5. Fresh flowers must be included in the order. Orders that do not include flowers (cut, live, and indoor flowers) will not be accepted, and orders accepted by mistake may be canceled (refunds will be issued if the order has been paid for). In some cases, fulfillment of orders that do not include flowers is only possible with prior agreement with the administrator.
2.6. An order with the status “Paid” is considered completed and accepted for processing.
Order Processing
3.1. Each order is assigned a specific status indicating whether the order is in the processing or processing phase at a specific time.
3.2. Order statuses change during business hours. For example, if the order delivery time is 9:00 PM on October 21, 2020, the customer can check the order status starting at 8:00 AM on October 22, 2020. Due to high workload, the status of orders dated February 14 and March 8 will change within 48 hours of the order being placed.
3.3. Direct order fulfillment occurs a few hours before the delivery time specified by the Customer (see section 2.6), provided the order has been fully completed, paid for, and accepted for processing.
3.4. The Customer may change any part of the order information by agreeing with the Company before the order is prepared (see section 3.3). Changes to the order are deemed to have been made upon written approval by the Company.
3.5. If the Customer has provided incomplete, inaccurate, or incorrect information about the Recipient, fulfillment of the order may be suspended. The order will be transferred to the Company after this data has been reconciled within the Company’s business hours.
Order Fulfillment/Delivery
4.1. Flowers and gifts are delivered nationwide.
4.2. Flowers are delivered to any location specified by the Customer: home, restaurant, cafe, hospital, etc.
4.3. Flowers are delivered daily between 9:00 AM and 8:00 PM, according to specific time intervals (see section 4.4).
4.4. Orders are delivered within specific timeframes. The minimum timeframe is 1 hour. Flower orders can be completed within 3 hours of the order being placed. Orders placed “for today” are only accepted during business hours.
4.5. If the Recipient is not present at the courier’s arrival time (the time specified by the Customer or Recipient), the courier will hand the order over to relatives or neighbors (friends, acquaintances living nearby, etc.) for later delivery to the Recipient.
4.6. If, after the courier arrives, it is discovered that the address information provided by the Customer is incorrect (incorrect house or apartment number, street number, or if the Recipient does not live or no longer lives at the given address), the order is deemed to have been completed correctly and completely.