Terms of Service

1. Agreement to Terms

Welcome to Flowers on Demand. These Terms of Service ("Terms") govern your use of our website and flower delivery services. By accessing or using our services, you agree to be bound by these Terms and our Privacy Policy.

If you do not agree with these Terms, please do not use our services. We reserve the right to modify these Terms at any time, and your continued use of our services constitutes acceptance of any changes.

2. Our Services

Flowers on Demand provides online flower and gift ordering services with delivery throughout Canada. We partner with professional local florists through the Florist One network to fulfill orders.

Our services include:

• Online ordering of fresh flowers, plants, and gifts
• Same-day and scheduled delivery services (where available)
• Custom card messages and special delivery instructions
• Order tracking and customer support

3. Ordering and Pricing

3.1 Order Placement

When you place an order, you must provide accurate and complete information, including:

• Valid billing and delivery addresses
• Contact information (phone number and email)
• Correct delivery date and recipient details
• Valid payment method

3.2 Pricing

All prices are displayed in Canadian Dollars (CAD) and include:

• Product price (flowers, plants, or gifts)
• Delivery charges (calculated based on delivery location)
• Applicable taxes (GST/HST/PST based on delivery province)

Prices are subject to change without notice. The price confirmed at checkout is the price you will pay.

3.3 Payment

We accept major credit cards (Visa, Mastercard, American Express, Discover) through our secure payment processor, Authorize.Net. Payment is processed at the time of order placement. Your card will be charged once your order is confirmed.

4. Delivery

4.1 Delivery Times

We offer same-day delivery for orders placed before the local florist's cutoff time (typically 2:00 PM local time). Delivery times vary by location and florist availability.

Important: Delivery dates and times are estimates and are not guaranteed. Delays may occur due to weather, holidays, florist capacity, or other unforeseen circumstances.

4.2 Delivery Areas

We deliver across Canada through our network of local florists. Delivery availability is confirmed at checkout based on the postal code provided. Some remote areas may not be serviceable or may incur additional charges.

4.3 Delivery Attempts

Our florist partners will make reasonable efforts to deliver your order:

• If the recipient is unavailable, the florist may leave the flowers in a safe location or with a neighbor
• For orders requiring signature or refrigeration, florist will leave a delivery notice
• Redelivery may be available for an additional fee
• We are not responsible for orders left as instructed that are subsequently lost or damaged

4.4 Address Verification

It is your responsibility to provide accurate delivery information. We are not responsible for failed deliveries due to incorrect addresses, invalid phone numbers, or recipient unavailability. Address correction fees may apply.

5. Product Substitutions

Fresh flowers are natural products and availability varies by season and location. To ensure timely delivery, we reserve the right to make substitutions:

• Flowers: We may substitute similar flowers of equal or greater value to maintain design integrity
• Containers: Vases and containers may be substituted with similar items
• Colors: We strive to match colors as closely as possible but exact shades may vary

All substitutions are made by professional florists to ensure you receive a beautiful arrangement. If you have specific requirements, please include them in the special instructions. We cannot guarantee accommodation of all requests.

6. Refunds and Cancellations

6.1 Cancellations

You may cancel your order for a full refund:

• Before fulfillment: Orders can be cancelled free of charge before they are sent to the local florist for fulfillment
• After fulfillment: Once an order is in progress, cancellation may not be possible or may incur fees

To cancel an order, contact us immediately at 1-800-FLOWERS or support@flowersondemand.ca

6.2 Refunds

We offer refunds in the following situations:

• Order was not delivered on the specified date
• Product delivered was significantly different from what was ordered
• Flowers arrived damaged or wilted
• Delivery was attempted to an incorrect address due to our error

Refund Policy:

• Full refund: If order was not delivered or significantly defective
• Partial refund: If minor substitutions or quality issues occurred
• Replacement: We may offer to send a replacement arrangement
• Refunds are processed within 5-7 business days to original payment method

6.3 No Refund Situations

We cannot provide refunds for:

• Recipient refused delivery or was unavailable
• Incorrect delivery address provided by customer
• Natural wilting after delivery (flowers are perishable)
• Minor color or flower substitutions made by florist
• Delays due to weather, natural disasters, or circumstances beyond our control

7. Quality Guarantee

We stand behind the quality of our products. If you are not satisfied with your order, please contact us within 24 hours of delivery with:

• Your order number
• Description of the issue
• Photos of the product (if applicable)

We will work with you to resolve the issue through refund, replacement, or credit.

8. User Conduct

By using our services, you agree to:

• Provide accurate and truthful information
• Use the service only for lawful purposes
• Not engage in fraudulent activity or payment disputes in bad faith
• Not send offensive, threatening, or inappropriate card messages
• Not abuse our customer service or delivery partners

We reserve the right to refuse service or cancel orders at our discretion, particularly if we suspect fraud or abuse.

9. Intellectual Property

All content on our website, including text, images, logos, designs, and software, is the property of Flowers on Demand or our licensors and is protected by Canadian and international copyright laws. You may not reproduce, distribute, or use any content without our express written permission.

10. Limitation of Liability

To the fullest extent permitted by law, Flowers on Demand shall not be liable for:

• Indirect, incidental, special, consequential, or punitive damages arising from your use of our services
• Any delays, failures, or errors in delivery caused by circumstances beyond our control
• Any damages exceeding the amount paid for the specific order in question
• Actions or omissions of third-party florists, delivery personnel, or service providers

This limitation applies even if we have been advised of the possibility of such damages.

11. Indemnification

You agree to indemnify and hold harmless Flowers on Demand, its affiliates, officers, directors, employees, and partners from any claims, damages, losses, or expenses (including legal fees) arising from your use of our services, violation of these Terms, or infringement of any rights of another party.

12. Dispute Resolution

We are committed to resolving any disputes amicably. If you have a concern:

1. Contact our customer service team first
2. We will work with you to find a fair resolution
3. If unresolved, disputes may be submitted to binding arbitration or mediation in accordance with Canadian law

These Terms are governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.

13. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

14. Contact Information

For questions about these Terms of Service, please contact us: