Terms and Conditions & Privacy Policy

1. Our Services

TheFreshPetals.com provides an online platform offering the purchase and delivery of fresh flowers and related products. By accessing our website, you are granted a limited, non-exclusive, and non-transferable license to use our services strictly for personal, non-commercial purposes.

Any unauthorized use of our software, data, or content—including duplication, data mining, or automated extraction—is strictly prohibited.

2. Order Fulfillment and Substitution Policy

Due to seasonal availability and regional differences in floral supply, TheFreshPetals.com reserves the right to substitute products of equal or greater value without prior notice. We make every effort to maintain the aesthetic and quality of your selected item, and will consult you for approval in cases where substitutions may materially alter your order.

Additional charges may apply in the event of product upgrades, remote delivery fees, or redelivery attempts.

3. Third-Party Suppliers

TheFreshPetals.com works with a network of independent florists and couriers to fulfill orders. While we vet our partners thoroughly, we are not liable for the actions or omissions of third-party providers. Additional terms and conditions may apply as set by these partners.

4. Privacy and Data Usage

By submitting an order, you consent to TheFreshPetals.com using your personal information to fulfill your purchase, improve service delivery, and communicate marketing offers unless you opt out.

We may share your information with third-party vendors, including payment processors and delivery agents, as necessary to complete your order. We implement appropriate safeguards to protect your information in accordance with our Privacy Policy.

We may also require identity verification to process your payment securely and mitigate fraud risk. Failure to provide verification when requested may result in delivery delays or order cancellation.

5. Customer Obligations

By using our website, you warrant that you are at least 18 years of age and will use our service in compliance with applicable laws and ethical standards. You agree not to:

  • Engage in fraudulent or unlawful activity;
  • Interfere with other users or services;
  • Share login details or grant access to unauthorized parties;
  • Reverse engineer or misuse any part of our technology or intellectual property.

You agree to indemnify TheFreshPetals.com from any claims, damages, or legal actions arising from misuse of our services by you or parties acting on your behalf.

6. Cancellations, Refunds, and Delivery Policy

Cancellations:
Orders already in progress (e.g., being prepared or en route) and same-day deliveries are not eligible for cancellation or refund. For future-dated orders, cancellation may be possible upon request and is subject to approval. A cancellation fee of up to 50% of the total order value may apply.

Redelivery:
In cases of unsuccessful delivery—due to incorrect information, recipient unavailability, or unsafe drop-off conditions—an additional delivery fee may be incurred. We will attempt to contact you prior to re-delivery.

Complaints and Refund Requests:
All complaints or refund requests must be submitted via our feedback form within three (3) days of the preferred delivery date. We may request supporting documentation (e.g., delivery confirmation, product images). Investigations may take up to 14 days.

Where applicable, refunds will be issued to the original payment method in the currency of purchase. Please allow your financial institution additional processing time.

7. Limitation of Liability

To the maximum extent permitted by law, TheFreshPetals.com excludes all warranties not expressly stated herein. Our liability, where applicable, is limited to either:

  • The replacement of the product; or
  • The refund of the product cost.
  • We do not accept liability for:
  • Indirect, incidental, or consequential losses;
  • Delays caused by circumstances beyond our control(e.g., weather, courier delays);
  • Third-party errors or supply chain disruptions.

TheFreshPetals.com assumes responsibility only for the processing and coordination of your order and the performance of our internal staff.

8. Amendments

These Terms and Conditions may be updated at any time. Changes will be effective immediately upon posting on TheFreshPetals.com website. For orders placed prior to any updates, the Terms in effect at the time of purchase will apply.