Legal information
This public offer governs the purchase of flowers, gifts, related goods and delivery services through the Flowers Place website, messengers, phone and other agreed channels.
1. Offer status and acceptance
This document is a public offer by Individual entrepreneur “Flowers Place” to enter into a mixed agreement for the sale of goods and provision of delivery services for flowers, gifts and related products.
The offer is accepted by payment, order confirmation through the website, messenger, phone or another agreed channel, or by any other action clearly confirming the customer’s intention to purchase the goods or delivery services.
This offer applies together with the privacy policy, refunds and claims policy, website terms of use and general provisions. If mandatory laws of Kazakhstan, the Russian Federation or another applicable jurisdiction grant a consumer broader rights, those mandatory rules prevail.
2. Seller details and subject matter
Seller / service provider: Individual entrepreneur “Flowers Place”, BIN/IIN 040601601319, Republic of Kazakhstan, Almaty, Zharokov Street 126, office 1, email: flower.place.00@mail.ru, phone/messenger: +7 987 216 48 16, Telegram: @manager_flower_place.
The Seller undertakes to arrange a flower composition, select gifts and related goods, and deliver the order to the recipient at the address provided by the customer. The customer undertakes to provide accurate data and pay for the order.
Preparation, assembly and delivery may be performed by the Seller or with local flower shops, florists, couriers and delivery services.
3. Product range, appearance and substitutions
Photos, descriptions, shades, packaging and decorative elements on the website and in correspondence are for reference. Flowers are seasonal and living goods, so natural differences in shade, bloom, variety, size, packaging and decoration are possible while preserving the general style and value of the order.
If certain flowers, packaging or additional elements are unavailable, the Seller may propose or make an equivalent substitution preserving the order value, colour palette and visual concept. A substantial substitution that materially changes the concept or value is agreed with the customer where technically possible.
Orders with unique design, rare varieties, individual cards, personalised decoration or special procurement are treated as individually prepared for a specific customer.
4. Order placement and confirmation
When placing an order, the customer provides the order composition, city and delivery address, date and desired time slot, recipient name and phone number, customer contact details, card text if any, special wishes and other information needed for performance.
An order is accepted for performance after confirmation by the Seller through the website, messenger, email, phone or another agreed channel. Before confirmation, order composition, price, availability, address or delivery time may need clarification.
The customer is responsible for the accuracy of the data provided. If the customer provides recipient data, the customer confirms that they have a lawful basis to do so.
5. Price, currency and payment
The order price is determined at confirmation and may include the price of goods, delivery, additional decoration, card, urgency, remote delivery area and other agreed services.
Payment is made by direct transfer to bank cards of Kazakhstan and/or the Russian Federation. Payment aggregators are not used. Bank fees, payment system fees, currency conversion and payer costs are borne by the customer unless expressly agreed otherwise.
Payment is deemed made when funds are credited to the card or account indicated by the Seller. If payment is not received within the agreed period, the Seller may suspend performance or cancel the order.
6. Delivery and handover
Delivery is made to the address and within the time slot agreed by the parties. Delivery to remote, restricted, secured or access-controlled areas may require additional agreement, a pass, contact person and additional payment.
If the recipient is absent, unavailable, refuses the order without an objective reason or delivery cannot be completed at the address, the Seller contacts the customer to choose a reasonable option: repeated delivery, handover to a third party, leaving at the door/reception or cancellation with regard to costs actually incurred.
By agreement, the order may be handed to a concierge, neighbour, reception, security, another representative of the recipient, or left contactlessly. The risk of accidental loss or deterioration of living goods after agreed handover or leaving passes to the customer to the extent permitted by applicable law.
Where technically possible, the courier or partner makes a photo confirmation of handover or delivery result and sends it to the customer.
7. Acceptance, quality and care
Flowers and plants are living and perishable goods. Their condition depends on temperature, water, cutting, light, transportation, storage and care after handover.
The customer or recipient should inspect the order upon receipt and report visible defects as soon as possible, preferably within 24 hours, with photo or video evidence. This period is intended for objective recording of the condition of living goods and does not waive mandatory consumer rights where applicable law provides otherwise.
Quality claims are reviewed with regard to the nature of the goods, timing of the request, storage conditions after handover, supporting evidence and mandatory legal rules.
8. Cancellation, refunds and claims
The customer may cancel an order before performance or special procurement has started. If cancellation is requested no later than 3 calendar days before the delivery date, refund is made without deductions except for actually incurred and documented expenses, if any.
If the order has already been prepared, partially performed, procured for an individual request or relates to perishable goods, refund is possible with regard to actual expenses, condition of the goods, individual properties of the order and mandatory consumer rights.
If the order is not performed due to the Seller’s fault, has a material defect or another confirmed breach occurs, the customer may request replacement, proportionate price reduction, repeated delivery, refund or another remedy provided by applicable law and agreed by the parties.
Claims are reviewed within up to 10 business days after sufficient information and materials are received. If a refund is approved, it is made to the original payment source or other agreed payer details within up to 10 business days, unless a mandatory rule of law requires another period.
9. Liability and force majeure
The party in breach is liable for direct actual damages to the extent permitted by applicable law. Liability limitations do not apply where mandatory law prohibits such limitation.
The Seller is not liable for impossibility or deterioration of performance caused by inaccurate customer data, recipient absence, access restrictions, third-party actions outside the Seller’s control, breach of care rules after handover, communication failures, accidents, emergencies, authority restrictions, border closures, military actions, sanctions, epidemics, natural disasters and other force majeure events.
In case of prolonged force majeure, the parties settle accounts with regard to the performed part, incurred costs and mandatory consumer rights.
10. Final provisions
The Flowers Place documents are prepared in Russian. The English version is provided for convenience, but the Russian version prevails in case of discrepancies.
Invalidity of a separate provision does not affect the validity of the remaining terms. Matters not covered by the offer are resolved under the applicable laws of Kazakhstan, the Russian Federation and any other jurisdiction to the extent such rules are mandatory for the parties.
The Seller may update this offer. A new version applies to orders placed after publication unless mandatory law requires otherwise.
