Terms of Service
These Terms of Service govern your use of Zantria's flower delivery services and website. By placing an order or using our services, you agree to be bound by these terms and conditions.
Last Updated: December 2024
1. Service Agreement and Acceptance
By accessing our website, placing an order, or using any of our flower delivery services, you enter into a legally binding agreement with Zantria and agree to comply with these Terms of Service. These terms apply to all users of our website and services, including customers, recipients, and visitors. Your agreement to these terms is indicated by your continued use of our services, completion of the order process, or acceptance of delivery.
We reserve the right to refuse service to anyone for any reason at any time, particularly in cases where we suspect fraudulent activity, inappropriate behavior, or violation of these terms. Our services are available only to individuals who are at least 18 years old and have the legal capacity to enter into binding contracts. If you are placing an order on behalf of someone else, you represent that you have the authority to bind that person to these terms.
These terms constitute the complete agreement between you and Zantria regarding your use of our services, superseding any previous agreements, communications, or representations. No modifications to these terms will be binding unless made in writing and signed by an authorized representative of Zantria. Your continued use of our services after any changes to these terms constitutes acceptance of the modified terms.
2. Order Process and Confirmation
When you place an order through our website or by phone, you are making an offer to purchase flowers and related services subject to these terms. Your order becomes binding once we send you an order confirmation email or SMS, which typically occurs within 30 minutes of order placement. We reserve the right to accept or decline any order at our discretion, and acceptance is not guaranteed until confirmation is provided.
Order confirmation includes details such as flower selection, delivery address, requested delivery date and time, total cost, and any special instructions you have provided. It is your responsibility to review this confirmation carefully and notify us immediately of any errors or necessary changes. Changes to confirmed orders may be possible depending on the stage of preparation and may incur additional charges.
We make every effort to fulfill orders exactly as specified, but reserve the right to make substitutions of equal or greater value when specific flowers or arrangements are unavailable due to seasonal limitations, supply chain issues, or quality concerns. Any substitutions will maintain the overall aesthetic, color scheme, and value of your original order. If significant substitutions are necessary, we will attempt to contact you before proceeding with the order.
3. Pricing and Payment Terms
All prices displayed on our website are in Indian Rupees (INR) and include applicable taxes unless otherwise specified. Delivery charges, if applicable, are clearly indicated during the checkout process and are added to the total order amount. We reserve the right to change our prices at any time without prior notice, but price changes will not affect orders that have already been confirmed and paid for.
Payment is due at the time of order placement for online orders, or upon delivery for cash-on-delivery orders where available. We accept various payment methods including credit cards, debit cards, digital wallets, UPI payments, and cash on delivery in select areas. All online payments are processed through secure, encrypted payment gateways that comply with industry security standards and Indian banking regulations.
In case of payment failures or declined transactions, your order will be automatically cancelled, and you will need to place a new order with a valid payment method. For cash-on-delivery orders, payment must be made in exact change or our delivery partner will provide change for reasonable amounts. Repeated failures to complete cash-on-delivery payments may result in restriction of this payment option for future orders.
4. Delivery Terms and Conditions
We strive to deliver all orders within the specified timeframe, but delivery times are estimates and not guarantees. Same-day delivery is available in select cities for orders placed before 2 PM, while next-day delivery is available in most areas across India. Delivery times may be affected by factors beyond our control, including weather conditions, traffic, natural disasters, or other unforeseen circumstances.
Accurate delivery information is essential for successful delivery. You are responsible for providing complete and correct delivery addresses, including apartment numbers, building names, landmarks, and contact information for the recipient. Additional charges may apply for deliveries to remote locations, high-security buildings, or areas requiring special access arrangements. Our delivery partners will make reasonable efforts to contact recipients and coordinate delivery times.
If delivery cannot be completed due to incorrect address information, recipient unavailability, or access restrictions, we will attempt to contact you to arrange redelivery. Redelivery attempts may incur additional charges, and if redelivery is not possible within 48 hours, the order may be considered fulfilled. In such cases, we may offer store credit for future orders but cannot guarantee refunds for completed arrangements.
5. Cancellation and Refund Policy
Order cancellations are accepted up to 2 hours after order confirmation, provided that preparation of your arrangement has not yet begun. Cancellation requests must be made by contacting our customer service team directly, and cancellation is not guaranteed if floral preparation has already commenced. Full refunds are provided for successful cancellations, with processing times of 3-7 business days depending on your payment method.
Refunds may be provided in cases where we are unable to fulfill your order due to flower unavailability, delivery impossibility, or significant quality issues. Quality-related refunds require photographic evidence and must be reported within 24 hours of delivery. We reserve the right to inspect returned arrangements and may require additional verification before processing refunds for quality claims.
Partial refunds may be offered in situations where substitutions significantly differ from your original order or where delivery delays cause inconvenience. The amount of partial refunds is determined on a case-by-case basis, taking into account the specific circumstances and the impact on your intended occasion. Store credit may be offered as an alternative to monetary refunds and typically provides additional value for future orders.
6. Limitation of Liability
Zantria's liability for any claims related to our services is limited to the total amount paid for the specific order in question. We are not liable for indirect, incidental, special, or consequential damages arising from our services, including but not limited to disappointment, embarrassment, or missed opportunities resulting from delivery delays or quality issues. Our maximum liability in any situation is the replacement of the affected order or refund of the order amount.
We are not responsible for damages caused by factors beyond our reasonable control, including natural disasters, severe weather, transportation strikes, government actions, or other force majeure events. While we take great care in handling and delivering flowers, we cannot guarantee that arrangements will remain perfect throughout the entire lifespan of the flowers, as natural deterioration is an inherent characteristic of fresh floral products.
Customers acknowledge that flowers are perishable goods with limited lifespan and that their appearance may change over time due to natural aging processes. We provide care instructions with all deliveries, but cannot be held responsible for premature deterioration caused by improper care, environmental factors, or recipient handling after successful delivery. Any claims must be made within reasonable timeframes and supported by appropriate evidence.
7. User Responsibilities and Conduct
Users are responsible for providing accurate, complete, and current information when placing orders, including correct delivery addresses, contact information, and payment details. You must ensure that recipients are available to receive deliveries during specified time windows and that delivery locations are accessible to our delivery partners. Any additional costs incurred due to incorrect or incomplete information provided by the user may be charged separately.
Users agree not to use our services for any illegal, harmful, or inappropriate purposes, including but not limited to harassment, fraud, or violation of any applicable laws or regulations. You are prohibited from placing orders using stolen payment methods, providing false information, or attempting to manipulate our systems or processes. Violation of these conduct requirements may result in immediate termination of services and potential legal action.
You are responsible for maintaining the confidentiality of your account information and for all activities that occur under your account. You must notify us immediately of any unauthorized use of your account or any other security breaches. We recommend using strong passwords and logging out of your account when using shared or public computers to protect your personal information and order history.
8. Intellectual Property Rights
All content on our website, including text, images, logos, designs, and software, is the property of Zantria or our licensors and is protected by intellectual property laws. You may not reproduce, distribute, modify, or create derivative works from our content without explicit written permission. This protection extends to our original floral designs, arrangement concepts, and proprietary business processes.
Our website design, user interface, and overall look and feel are proprietary to Zantria and represent significant investment in creative and technical development. Users are granted a limited, non-exclusive license to access and use our website for personal, non-commercial purposes only. Any commercial use of our content or services requires separate licensing agreements and explicit authorization.
Customer-provided content, including special messages, delivery instructions, and feedback, remains your property, but you grant us a license to use this content for service delivery and improvement purposes. We may use anonymized customer feedback and testimonials for marketing purposes, but will not use your personal information in marketing materials without your explicit consent.
9. Dispute Resolution and Governing Law
These Terms of Service are governed by the laws of India, and any disputes arising from or related to our services will be resolved through the courts of Bangalore, Karnataka. We encourage customers to contact our customer service team first to resolve any concerns, as most issues can be addressed quickly and satisfactorily through direct communication. Our customer service team is trained in conflict resolution and has authority to offer various remedies for service-related concerns.
For disputes that cannot be resolved through customer service, we prefer mediation or arbitration as alternative dispute resolution methods before resorting to litigation. Arbitration proceedings, if necessary, will be conducted in accordance with the Arbitration and Conciliation Act, 2015, with proceedings held in Bangalore, Karnataka. The arbitration will be conducted in English, and the decision of the arbitrator will be final and binding on both parties.
Class action lawsuits and collective arbitration are not permitted under these terms. Each dispute must be brought individually, and you waive any right to participate in class actions or collective proceedings. This individual dispute resolution requirement helps ensure that disputes are resolved efficiently and that remedies are tailored to specific circumstances rather than applied broadly to diverse situations.
10. Modifications to Terms and Services
We reserve the right to modify these Terms of Service at any time to reflect changes in our business practices, legal requirements, or service offerings. Significant changes will be communicated to users through email notifications, website announcements, or other appropriate communication channels at least 30 days before the changes take effect. Minor clarifications or updates that do not materially affect user rights may be made without advance notice.
We may also modify, suspend, or discontinue any aspect of our services at any time, including features, availability, or pricing structures. While we strive to provide advance notice of significant service changes, some modifications may be implemented immediately if required for security, legal compliance, or operational reasons. Users will be notified of service changes through appropriate communication channels.
Your continued use of our services after any modifications to these terms constitutes acceptance of the updated terms. If you disagree with any changes, you have the right to discontinue using our services and may request deletion of your account and personal information. We will honor such requests in accordance with our data retention policies and applicable legal requirements.
11. Customer Service and Communication
Our customer service team is available to assist you with questions, concerns, or issues related to our services. We provide multiple communication channels including phone support, email assistance, and online chat when available. Our standard response time for email inquiries is within 2 hours during business hours, and phone support is available 24/7 for urgent matters related to active orders.
We may contact you via phone, email, or SMS for order-related communications, including confirmation, delivery updates, quality follow-up, and customer satisfaction surveys. These communications are essential for service delivery and are not considered marketing communications. You can specify your preferred communication methods and times when placing orders or through your account settings.
All customer communications are recorded and maintained for quality assurance, training purposes, and dispute resolution. These records help us improve our service quality and provide accurate information when addressing customer concerns. Customer communication records are protected under the same privacy standards as other personal information and are accessible only to authorized personnel who require them for legitimate business purposes.
12. Prohibited Uses and Termination
Users are prohibited from using our services for any unlawful purposes, including but not limited to harassment, fraud, spam, or violation of any applicable laws or regulations. You may not attempt to gain unauthorized access to our systems, interfere with our website operations, or use automated systems to place orders or extract information. Violation of these prohibitions may result in immediate termination of services and potential legal action.
We reserve the right to terminate or suspend your access to our services immediately, without prior notice, for any violation of these terms or for any reason we deem necessary to protect our business, other customers, or service providers. Termination may include cancellation of pending orders, forfeiture of account credits, and prohibition from future use of our services. We will provide notice of termination when possible, but immediate termination may be necessary in serious cases.
Upon termination, your right to use our services ceases immediately, but provisions of these terms that by their nature should survive termination will remain in effect, including payment obligations, liability limitations, and dispute resolution procedures. We will handle any outstanding orders or refunds in accordance with our standard policies, subject to the specific circumstances of the termination.