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Terms and Conditions of Use

of online flowers store BGFlorist.

Online flowers and gifts delivery shop BGFlorist expects you to familiarize yourself with the below Terms and Conditions and encourages you to carefully read the text and be aware of your rights and obligations.

1. General Agreements


1.1. Authorship: This page is owned by DNTrade LLP, a company based in the United Kingdom, 120 Baker Street, W1U 6TU, London. All texts and photographs, found on this website, are considered to be DNTrade exclusive property. The contents of this page may be copied and used by non-profits solely. The contents of this page must not be, by any circumstances, republished to other websites.

1.2. Conditions: DNTrade may modify, at any time and without prior notice, the current Terms and Conditions, as it sees fit, in order to protect its and its customers rights.

1.3. Products: All products found in the catalogue of BGFlorist.com can be added to your virtual cart and be ordered. Detailed description of each product, its contents, picture and price can be found on its dedicated page. DNTrade guarantees that the delivered product match the information supplied on this website.

1.4. Additional products: Some products in the catalogue are considered “additional”, which means that they can not be ordered separately, but only in addition to a “main” product. Information that a certain product can not be ordered separately is further shown on each such product’s dedicated page. As additional products we consider all varieties of chocolates, cakes, spirits, wines, teddy bears, balloons etc. Those products can be added to your cart during the checkout process, if there is a main product present.

1.5. Wines and spirits: All alcoholic drinks are considered additional products and can be added to your cart during the checkout. Upon registering an order containing spirits you declare that the recipient is an adult. Deliveries of spirits to non-adults are not being performed.

1.6. Order: BGFlorist accepts orders 24h a day, every day. The order itself can be made by first adding a product to your virtual “cart”, specifying a shipping address afterwards and finalizing the order by checking out. Upon successful checking out, you will be presented an order confirmation page, summarizing the contents of your order. This information will be also sent to your e-mail address. Orders are being accepted only online and in rare cases by phone. The second option, however, limits the payment methods available.

1.7. Order cancellation by customer: You can cancel your order, without giving a specific reason up to 24h prior its delivery date. Should your order include additional products, it is to be cancelled not later than 48h prior its delivery date. To cancel your order you will have to contact a customer support representative. The amount paid for your order will be refunded in at least 24h, after the formal cancellation is received and only if the deadline requirements are met. 

1.8. Order cancellation by merchant: BGFlorist can cancel an order, should anyhow its delivery can not be performed, when lacking certain flowers, if the payment for the order is not received in time or not received at all. In such cases, you will be informed about the cancellation of your order accordingly. Any payments made will be refunded in at least 24h, upon cancellation.

1.9. Registration: Signing up for our website is not mandatory. You can place an order by fulfilling just a minimal amount of data, needed for the proper delivery of your order. Signing up, however, brings certain benefits as easily managing your orders, invoices, saving your shipping addresses and take part in our Loyal customer’s programme by collecting points from each order you’ve made and ultimately receive a permanent discount of up to 10% for each following order.

1.10. Security: All private data, entered on our website, is encrypted by 128 bits SSL certificate, issued by Alpha SSL. Your payment data is directly transmitted to our sponsoring bank to be processed, without being processed or saved on our servers. BGFlorist strictly follows the PCI standards.

1.11. Awareness: You will be informed about every status change of your order. Alternatively, you can follow up your order’s delivery from your profile page or the guest tracking page, should you haven’t signed up. Our customer support representatives are also authorized to give you information, regarding your order’s status, provided that they are granted the order number and the e-mail address, used upon checkout.

2. Delivery


2.1. Working hours: All deliveries are being performed between 9am and 8pm EET. Occasionally, we can perform earlier or later deliveries, but only after an explicit confirmation by a customer service representative.
Date of delivery: You can specify the desired delivery date in the checkout process. BGFlorist is not responsible for incorrectly entered data. 

2.2. Delivery time: You can select a specific time span in which the delivery will be performed. The possible values to be selected are between 9am and 1pm, between 1pm and 5pm and between 5pm and 8pm. The select list will become active upon choosing a delivery date. We are able to perform deliveries in a specific time for certain occasions with fixed time as weddings, funerals etc, but only after consulting a customer service representative in advance.

2.3. Delivery fee: The delivery costs are automatically calculated and added to your cart’s total, based on the recipient’s location. In this sense, selecting the correct location of the recipient is absolutely essential. Orders with intentionally false selected delivery location will be cancelled, if the actual delivery fee is not paid, where applicable.

2.4. Recipient’s address and data: The on-time delivery of your order depends solely from the data you provide during checkout. BGFlorist is not responsible for delayed or cancelled deliveries due to incorrect or incomplete data. 

2.5. Recipient absent: In case the recipient is absent at the time of delivery, we will use the phone number, you provide during checkout, to contact them and arrange a new delivery that fits their schedule. In case the phone number is incorrect or does not answer, we will try to deliver your order to friends, relatives or neighbors, living nearby. As a last resort, we might return your order back to our store and try to deliver it, when we contact the recipient. Note, that should your order be returned to our store, additional 5lv will be added for every further attempt to deliver your order.

2.6. Lack of a product: In case a specific product, needed for the correct preparation of your order is not in stock in our local store at the time, we will seek your advice for an eventual substitution of the flowers lacking. The delivery of your order will be delayed, until we receive your confirmation or refusal.

2.7. Anonymity of the delivery: Our couriers do not know who placed the order and can not inform the recipient who sends the present. Should you wish the recipient to know that you have organized the surprise, please, write down your name in the gift card message field.

3. Payment


3.1. In advance order payment: Every order is to be paid in advance ie prior to its delivery. Orders, for which the payment has not been received by the end of the selected delivery date, will be automatically cancelled.

3.2. Payment methods: You can checkout using one of the below payment methods. We do not accept payments through gateways not mentioned in those Terms.

3.2.1. Credit or debit cards: You can pay your order with your Visa or Maestro / Mastercard, if your card is designated for online payments. Payments are processed immediately and therefore we can deliver your order right away. You card’s data is processed by our sponsoring bank and is not stored on our servers. BGFlorist strictly follows the PCI standards.

3.2.2. PayPal: You can pay your order with PayPal if you have registered profile with them. Payments are processed immediately and therefore we can deliver your order right away. Kindly note, that we do not accept e-check payments through PayPal. In case you try to pay with an e-check, your order will not be stored and you will be redirected to our website to choose an alternative payment method. You will then need to cancel the e-check payment yourself.

3.2.3. Bank transfer: To pay with a bank transfer, you will need to select this payment method on the checkout page and press the Confirm button. You will be then redirected to a confirmation page, where you will find our bank account and further instruction about the payment. This information will also be sent to your e-mail address.
3.2.3.1. Express deliveries: Kindly note, that your order must be paid prior its delivery. Therefore in some cases it is necessary to send us a scanned copy or screenshot of the payment document, so that we can deliver your order, before we have actually received the payment for it.
3.2.3.2. Cross border payments: Kindly note, that you must pay all bank transfer fees, including the incoming transfer fee, when making a transfer from a country different than Bulgaria. This does not apply for payments made from a member state of the EU, as long as the transfer is executed through SEPA.

3.3. Payment disputes: Payment disputes are not tolerated by the Terms of use of this website. In case you are not satisfied of the products delivered, we encourage you to contact us, so that we can try to resolve the problem. If, however, a dispute has been opened on your part, you might be charged the following fees, depending on the payment method you have used:

3.3.1. PayPal disputes: Upon opening a PayPal dispute, your order and its payment are considered invalid. If your order has been already delivered, BGFlorist might send a courier to collect the payment from its recipient. If your order has not yet been delivered, BGFlorist will cancel it.

3.3.2. Chargebacks: In case of a chargeback of payment for an order, regardless of whether it is delivered or not, you are due to pay a fee of 48.90BGN to the organization managing your credit card, an administrative fee of 20.00BGN to BGFlorist and a legal interest for the period from initiating the chargeback to when you reimburse all fees due. Should your is already delivered, by the time the chargeback is received, you are also due the full amount of your order. 
BGFlorist might transfer your debt to third parties, including legal entities and firms, specializing in collecting late payments, and undertake any actions according to the actual Bulgarian legislation in order to receive the payments you are due. 

4. Privacy Policy


4.1. General Terms
4.1.1. DNTrade undertakes to protect the personal data of its clients in compliance with the applicable data protection legislation. This Privacy Policy describes how we collect, process and protect our customers' personal information while visiting the website and / or using our services. 
4.1.2 This Privacy Policy is part of the Terms and Conditions of this Website.


4.2. Data we may collect from you?
4.2.1. Personal information you provide by filling in forms on the website. This includes information provided during the registration and use of the website or when placing an order through the website.
4.2.2. A copy of any correspondence with you, should you contact us.
4.2.3. Details of the transactions you make through the website and the execution of your orders.
4.2.4. Details of your visits to the website, including your IP address.


4.3. Purpose of data processing
4.3.1. To register and give access to your account, to pay for the goods you have purchased and to deliver them.
4.3.2. To keep your language and currency preferences.
4.3.3. To fulfill our obligations due to the contracts between you and us, including the delivery of goods and processing of payments.
4.3.4. To promptly notify you of any changes in the status of your order or any problems with delivery.
4.3.5. To allow you to participate in interactive features on our website when you choose to do so.


4.4. IP addresses and Cookies
4.4.1. For the proper operation of the website, we use Cookies (files stored locally on your device). By activating the Cookies in your browser, you have agreed to our collection of Cookies for this purpose. We use the following types of Cookies: (i) Basic Cookies that are essential to providing access to our Website; (ii) Functional Cookies that are critical to the proper functioning of our Website (if these Cookies are banned, our Website may not work properly).
4.4.2. We use Google Analytics and Tawk.to that collect information about your IP address, the technologies you use, the pages you visit on our site, and your general behaviors. That data is stored on the servers of the aforesaid service providers and is beyond our control. Information about how these providers collect and store your information can be found on the relevant companies' pages.
4.4.3. Collecting Cookies can be suspended by resetting your browser. If you disable Cookies, the functionality of our platform may be restricted (i.e. in cases of important Cookies you may not have access to our Website).


4.5. Data sharing
4.5.1. By registering a profile on our website or by submitting a service order, you give us explicit consent to share your personal data with third parties, such as (i) each member of our group; (ii) partners providing services for the execution of your order.
4.5.2. We can share your data:
4.5.2.1. If we are required to disclose or share your personal data in order to comply with any legal obligation or to implement or apply our Terms and Conditions and other agreements; or to protect the rights, property or safety of DNTrade, our clients or other individuals. This includes the exchange of information with other companies and organizations to protect against fraud and reduce credit risk.
4.5.2.2. If the applicable legal provisions specifically allow the disclosure of personal data.


4.6. Data storage
4.6.1. You agree that the data we collect from you may be transferred and stored in a destination outside the European Economic Area (EEA). They may also be handled by non-EEA personnel working for us or one of our suppliers. Such staff may be involved, among other things, in executing your order, processing your billing information, and providing support services. By sending your personal data, you agree to this transfer, storage or processing. We will take all necessary steps to ensure that your data is processed correctly and in accordance with this Privacy Policy.


4.7. Security
4.7.1. We undertake to store your data in a secure manner. Therefore, we have implemented physical, technical and organizational measures and plans to protect and secure the data we have collected from you (but this does not exempt you from the obligation to take appropriate steps to protect your data). The purpose is to eliminate the unauthorized or unlawful processing of your personal data or the accidental, unauthorized or illegal entry, use, transfer, processing, copying, transmission, alteration, loss or damage to your data. Regardless of any effort to comply with the rules set out in the applicable legal regulations, it is not possible to guarantee the security of your data if it is transferred or transmitted in an insecure manner.
4.7.2. When a password has been submitted to you (or has been chosen by you) that allows you to access certain parts of the website, you are responsible for protecting this password's privacy. Please do not share your password with anyone.
4.7.3. Nonetheless, the transmission of information over the Internet is not completely protected. Once we receive your data, we will use strict security procedures and features to try to prevent unauthorized access.


4.8. Your rights
4.8.1 Once you sign in, you can edit or delete the data you provide (except your billing orders). You can completely cancel your registration or request a change of your data.
4.8.2. You have the right to access your information that we store. Your right of access may be exercised in accordance with applicable laws. However, when your claims are manifestly unfounded, excessive or recurring, we may:
4.8.2.1. Charge a reasonable fee, taking into account the administrative costs of taking action.
4.8.2.2. Refuse to take action on the request. 

4.8.3. If you believe your data has been processed illegally, contact us and we will work to resolve the issue. You have the right to complain to the Supervisory Authority, the Personal Data Protection Commission of the Republic of Bulgaria.
4.8.4. By using our Website and / or entering into a Contract you agree to process your personal data and ensure that it is accurate.


5. Return Policy


5.1. Claims: In the rare cases, you might not be satisfied with our services, you can claim a partial or full refund of the amount paid for your order within 24h of its delivery. You can do that by sending us an e-mail with clearly expressed claim for compensation and all other details to support it at support@bgflorist.com. The e-mail must contain at least one photo of the product delivered.

5.2. Partial refund: When our customer support representatives receive the photo of the product delivered, they will estimate the amount to be refunded and will contact you back. The refund will be issued 24h after reaching an agreement with you.

5.3. Full refund: You can also receive a full refund of the amount paid for your order. In this case a courier of ours will visit the recipient and collect the delivered product. The refund will be issued 24h, after we have collected the product.

5.4. Claim right: A claim right has only the payer of the order. The order is refundable according to its payment method. An order paid with credit card can not be refunded by bank transfer etc.