Main Provisions
1. This agreement shall enter into force upon the Customer's confirmation in the respective field (by confirming this, I acknowledge and agree that my order will be executed in accordance with the Company's terms of service) when placing an order. Also, confirmation that the Customer agrees to the terms of this public Agreement is the actual consumption of the services provided by the Company, namely:
2. Order acceptance.
2.1. Orders are accepted by filling out the form on the fanfan.com.ua website or using any other means of communication provided on the site. Information regarding prices, assortment, etc. may vary depending on the season, holidays, product deliveries.
2.2. A correctly filled order is one that contains complete information about the Recipient and the contact details of the Customer (all mandatory fields in the order form must be filled in).
2.3. A correctly filled order can only be accepted for processing and execution after full payment.
2.3.1. If full prepayment for the order is not made 3 hours before the specified delivery time, such order will be canceled, or the execution time will be rescheduled in agreement with the Customer. If it is impossible to contact the Customer in this situation, the order will be canceled without agreement with the Customer, if not due to the Company.
2.4. Live flowers must be included in the order. Orders that do not include cut live flowers will not be processed. If such an order was mistakenly accepted, it will be canceled, and the funds for the order will be refunded.
2.5. An order with the status "Confirmed (processing)" is correctly filled and accepted for execution.
3. Order Processing
3.1. Each order is assigned a status indicating its current stage of processing.
3.2. The status can be updated during the manager's working hours. For example, if the delivery is scheduled for 6:00 PM on September 25, 2023, the Customer can inquire about the order status starting from 9:00 AM the next day. During busy periods like February 10-15, March 5-9, and other holidays, the order status may change within 48 hours from the delivery.
3.3. Order preparation typically begins 1-2 hours before delivery if the order form is correctly filled out, paid for, and accepted by the manager (see section 2.6).
3.4. Customers are allowed to modify any order details after confirmation with the Company up until the order is being packed (see section 3.3). Changes are only considered valid upon confirmation by the Company.
3.5. In cases where the Customer provides incorrect or incomplete recipient information, order processing may be temporarily halted. Once the necessary details are rectified during the manager's working hours, the order can resume processing.
4.Order Fulfillment and Delivery
4.1. Flowers and bouquets can be delivered to any address in the city of Krasyliv, Khmelnytskyi Oblast, Ukraine. (The possibility of delivery to other towns, villages, and district centers of Khmelnytskyi Oblast needs to be coordinated with managers during their working hours).
4.2. Bouquets can be delivered to any location specified by the Customer, such as an apartment, private house, office, hospital, etc.
4.3. Orders are typically delivered in time intervals from 9:00 to 19:00 every day. Delivery is made within 3-4 hours from the moment of order payment. The possibility of express delivery should be coordinated with the Company's managers. Orders that need to be fulfilled on the same day are only accepted during the managers' working hours.
4.4. If the Recipient cannot receive the order due to their absence, it will be handed over to cohabitants or neighbors and subsequently passed on to the Recipient by these individuals with the Recipient's consent.
4.5. If upon the courier's arrival it is discovered that the Customer provided incorrect address details, or the Recipient does not reside at the specified address, the order is considered fully and correctly fulfilled. Redelivery to the newly provided correct address is possible for an additional fee. If the Customer or Recipient refuses delivery to the correct address, payment for the completed order will not be refunded.
4.6. The Company reserves the right to contact the Recipient directly before delivery.
5. If, for any reason, the Company is unable to fulfill the order delivery, the Customer is guaranteed a full refund of the funds paid for the order or the order will be completed at the nearest possible time agreed upon with the Company (if feasible).
6. The Company disclaims any responsibility for any direct or consequential damages caused by the execution of the order (allergic reactions to flowers, disputes between the Customer and the Recipient due to dissatisfaction with the order, etc.).
7. The Company is not liable to the Customer if the payment service chosen by the Customer for order payment violates the terms of the agreement or charges an additional commission.
8. The agreement between the Customer and the Company becomes effective upon its conclusion and remains in force until the service is completed. The service is considered completed after the order has been delivered to the Recipient.
9. The Company operates in accordance with the Return Policy, Privacy Policy, Quality Policy, and Replacement Policy, which are integral parts of this Agreement.
10. The Company reserves the right to make changes to the information on the website without prior notice to the Customer. The changes take effect after the publication of this information directly on the website pages.
11. The parties agree that any conflicts that cannot be resolved through negotiations will be settled in accordance with Ukrainian legislation.
Quality Policy
The Quality Policy outlined below is an integral part of this Agreement.
1. The Company is committed to providing the Customer with a service of the highest quality.
2. Quality policy regarding order components.
2.1.1. The Company undertakes to use only fresh products to fulfill orders. Please note that flowers are perishable goods and require specific storage and care conditions.
2.1.2. If at the time of order assembly, flowers or other order components are unavailable (due to seasonal or other reasons), they will be replaced with other items of equivalent value and color scheme after agreement with the Customer.
2.1.3. The Company does not guarantee that the delivered bouquet or arrangement will exactly match the photo on the website; the delivered bouquet or arrangement will be guaranteed to be as similar as possible (70%) to what the Customer sees in the website photo. Please note that the bouquet is assembled based on the composition specified in the description on the website.
2.2.1. Flower baskets may differ from those shown in the website photos. The color scheme, shape, appearance, and color of the material or pattern of the basket directly, the thickness, appearance, shape, length, or position of its handle, the position of flowers, and other components included in the flower basket may not fully correspond to the photo on the website.
2.2.2. Since flowers for orders are natural, they may have a slight number of black spots on the leaves or inflorescences, which is normal for flowers.
2.2.3. Desired flowers may be unavailable due to seasonal reasons. If the desired flowers are not available, they will be replaced according to the replacement policy.
2.3. The Company cannot provide solid guarantees regarding the sale of related products, fruits, sweets, soft toys, or other items at the Customer's request.
2.4. The Company guarantees that any product delivered in an order, other than flowers, will comply with the expiration dates indicated on the packaging.
2.5.1. The color, shape, and size of the toy may not be identical to those shown in the photo.
2.5.2. Some toys may not be available on the day of the order. In such a case, a replacement will be made according to the replacement policy.
2.6. Greeting cards may vary. Cards may be branded (with the Company's logo) or standard (with specific images and messages). The text of the card, as per the Customer's wishes, will be handwritten or (if possible) printed.
2.7. All sizes on the website are approximate. The allowable error is ± 5-15%.
2.8. The Company is not responsible for the poor quality of a gift made, if it does not concern flowers. The responsibility lies with the manufacturer of the product.
2.9. To ensure the flowers remain fresh, the preparation of bouquets and compositions will only begin after confirming the date and time of delivery with the order's Recipient, if the option "Call the recipient before delivery" is selected in such an order.
3. Quality of Service Policy.
3.1. The Company guarantees that any simple question asked by the Customer will not be ignored for a period longer than three working days. A complex question that cannot be resolved by the manager personally will be addressed within five working days. Decisions regarding complaints posted on the website or sent to us by email will be reviewed within 3 weeks.
3.2. The Company provides consultations on the care and storage of flowers to Customers and Recipients.
Replacement Policy
The replacement policy outlined below is an integral part of this Agreement.
Due to various seasonal conditions, some items may be unavailable for a certain period. Such items will be replaced with the most similar in appearance from those available at the time of ordering and delivery.
1. The Company operates on the principles of the Replacement Policy only in extreme cases.
2. Replacement of the necessary component of the order will be carried out at no additional cost to the Customer.
3. In the event that a replacement is necessary, the Company will coordinate the necessary details with the Customer using the method specified by the Customer (in the field "How to maintain communication in case of unforeseen circumstances"). If the Company, through no fault of its own, cannot agree on such details with the Customer, the replacement of the corresponding component will be carried out at the Company's discretion.
4. On days of particularly high order volume (February 13-15, March 7-9, and other holidays), the Company may make replacements without the Customer's permission.
5. Flower Product Replacement Policy
5.1. The Company resorts to replacing flower products only to maintain the most identical external appearance and color scheme of the composition.
5.2. The quantity of components being replaced may not correspond to the quantity of original components if the cost of the replacement components varies. If it is impossible to make a replacement equal in value to the composition with the original characteristics, a replacement will be made taking into account the initial order value.
Replacement Policy
6. Non-Flower Product Replacement Policy
6.1. If a replacement of a non-flower product is necessary, the Company may do so at its own discretion, without the need for approval from the Customer.
6.2. If the required item is unavailable at the time of order fulfillment, it may be replaced with another item with similar characteristics.
6.3. If a component included in a flower basket is unavailable at the time of order fulfillment, it will be replaced with another item with similar characteristics. The Company reserves the right to deliver a flower basket that may look different from the one shown in the website photo (color, material, basket weaving pattern).
6.4. The color and shape of toys may differ from those shown in the website photo. If a certain type of toy (teddy bears, kittens, puppies, etc.) is not available at the time of delivery, it will be replaced with an equivalent item in value.
Return Policy
The return policy outlined below is an integral part of this Agreement.
In accordance with the Law of Ukraine "On Protection of Consumer Rights" and Article 707 of the Civil Code of Ukraine, flowers are not subject to exchange or return:
- Since flowers are perishable goods, it is evident that maintaining their appearance or properties is only possible under special conditions.
- Children's soft toys, food items (carpets) are not subject to exchange or return in accordance with the Resolution of the Cabinet of Ministers of Ukraine dated March 19, 1994, No. 172.
Despite the fact that practically all delivered products are not subject to return or exchange according to the current legislation of Ukraine, returns, exchanges, and re-deliveries are done at the Company's discretion, reserving the right to refuse returns or exchanges.
1. The Company's Guide does not consider complaints without an order number or if it is incorrectly stated. Anonymous complaints or those containing inappropriate language are deleted without notification.
2. The availability of a photo report (photographs) at the time of order delivery cannot be guaranteed by the Company, as they are done as feasible. An order is considered executed correctly and completely, even if the photo was not taken or provided in poor quality and in the case where it was indicated during order placement by the Customer.
3. We strive to inform the Customer about order fulfillment, but the Company does not provide guarantees regarding the delivery of email and SMS notifications.
4. When resolving a problem in favor of the Customer, the Company's accounting department processes refunds within the next banking day.
5. Refunds for orders paid on the website automatically using payment systems can be made to the card used for payment within 10 banking days.
6. In case incorrect payment details were provided by the Customer, and the Company processed a refund using the provided information, the refund is considered fulfilled.
Complaint Handling
1) If you have any questions or complaints about the quality of your order execution, we recommend sending them in writing to our email address specified on the website.
2) Complaints are considered only if:
- the complaint is sent within 24 hours of order fulfillment;
- in the email, you describe the essence of the complaint in detail and confirm it with a quality photo report;
3) The Company reserves the right not to consider complaints in case of the use of inappropriate language, threats, insults, or other violations towards it.