EnglishTerms and Conditions
When contacting Petale.md (registered as Twin Partners Works SRL) for services, both parties must adhere to the terms and conditions outlined in the offer agreement.
This site is owned by Twin Partners Works SRL. By placing an order in the online store, the Buyer accepts the Terms and Conditions for the sale of goods/products and/or the provision of services, which are based on the legislation of the Republic of Moldova (hereinafter referred to as the Terms and Conditions) presented below.The use of the website implies acceptance of the Terms and Conditions proposed by Twin Partners Works SRL, in accordance with Law no. 284/2004 on Electronic Commerce. The relations between the client and the seller are established based on Law no. 105/2003 on Consumer Protection and other normative acts adopted in accordance with it.The Seller reserves the right to modify these Terms and Conditions, and the Buyer is obliged to monitor the changes.
Services provided by Petale.md:
- Flower delivery.
- Creation of floral arrangements and bouquets for special events, at the customer’s request.
- Bridal bouquets, boutonnieres, and other floral arrangements for wedding décor.
- Thematic mini bouquets for corporate events.
- Photo or video report on the delivery of the order.
- Delivery by courier in a special dress code is discussed in advance with the operator when placing an order.
Order registration and payment:
Order payments can be made with a payment card – upon receiving your order, you will be provided with a fiscal receipt confirming the payment.Online payments are carried out with maximum security using a payment card as the payment method, allowing online transactions. After completing the payment, you will receive a payment confirmation via your email address.The payment processor uses a secure system based on the latest version of the 3D-Secure security standard, representing a new global approach to authenticating buyers for safe online transactions. This security measure redirects the user during payment to a secure maib page, where each cardholder is authenticated through a one-time code generated for every online transaction. Refunds are made exclusively to the payment card used for the purchase. To make a payment, you will need to enter your bank card details. The transfer of this information is carried out following all necessary security measures. The information is transmitted in encrypted form and stored only on a specialized payment system server.
The following details will be required to make a payment:
- Card number (16 digits)
- Expiration date (month and year)
- CVC or CVV code (3 digits)
- Name and surname as on the payment card
Manufacturing and delivery services must be paid for in full in advance by the customer.
Return policy:
In accordance with Government Decision No. 1465 of December 8, 2003, regarding the rules for the sale of products, and considering the perishable nature of flowers, flower bouquets and floral arrangements are non-returnable. If the delivered products do not match the agreed specifications (color, type of flowers, general condition), please contact us immediately at the phone number or email address provided on the website. We will review the situation, and if the complaint is justified, we will resolve the issue by replacing the products or providing other mutually agreed solutions.
Photos or videos of purchased products may be posted on our social media (Instagram, Facebook, TikTok) only with the customer's consent. The approval or disapproval for the publication of these materials must be communicated to the operator before delivery.
If the recipient refuses to accept the flowers for any reason, the delivery is considered completed, and the money will not be refunded.
Complaint Rights:
If the customer is not satisfied with the execution or quality of the order, they must inform us within 24 hours of delivery. Otherwise, a replacement or refund will not be possible due to the loss of evidence regarding the freshness of the flowers. Complaints will not be accepted if there is suspicion that the flowers or gifts have been stored improperly by third parties. If Petale.md fails to fulfill the agreements, a full refund of the amount paid will be guaranteed.
Possible Adjustments and Cancellations:
Any adjustments to the order for the design of the composition or the text of the postcard must be made at least 4 hours before the agreed delivery time in Chișinău and at least 10 hours before for other districts in Moldova. Otherwise, the order will be delivered unchanged.
Payment for services is made in advance, amounting to 100% of the cost of the selected services, through the methods indicated in the “Payment” section on the website or offered by the operator via phone.
An order can be canceled at least 24 hours before delivery. In this case, the cost of the order will be refunded in full, except for banking service fees.
Delivery Times:
At least 2 hours are allocated for delivery in Chișinău or in the suburbs from the time of placing and paying for the order. Delivery to other regions of Moldova is made at least one day from the time of placing the order.
In the case of delivery to public institutions (hotels, restaurants, hospitals, etc.), Petale.md is not responsible for delays or non-compliance with the delivery after the order has been transferred to third parties. The order is considered delivered and cannot be returned or exchanged.
Address Modification:
If the recipient's address changes at the time of delivery, the composition can only be sent to the new address after additional payment for re-delivery, the cost of which will be discussed with the operator.
Photo and Video Report:
The photo report and video report on delivery are conducted only with the recipient’s consent.
Correct Delivery Information:
If the customer does not know the delivery address, they must provide the recipient’s phone number to ensure contact at the time of delivery. If the delivery data provided is incorrect, the order will be considered completed and cannot be returned.
Refund Policy:
The procedure and conditions for refunds will be conducted in the same manner as the payment for the order.
Order Cancellation:
Complete cancellation of the order can be made at least 5 hours before the delivery in Chișinău and at least 24 hours for other districts in Moldova, if the order has not been prepared.
Special Days:
On special days (February 14, March 8, December 31), the exact delivery time cannot be established, and delivery may take place throughout the day.
Force Majeure:
In case of force majeure (floods, political upheaval, earthquakes, power outages, etc.), the delivery conditions may be modified and negotiated individually with each customer.
Night Delivery:
Nighttime delivery (from 10:00 PM to 7:00 AM) is charged double, regardless of the order amount. Orders for nighttime delivery must be placed no later than 7:00 PM.
Customized and Exclusive Items:
Customized and exclusive items cannot be paid for by the courier upon delivery. Such goods can only be ordered on a prepayment basis.
Substitution Rules:
Each floral arrangement is unique and cannot be copied exactly. Our florists make every effort to bring orders as close as possible to the proposed photos, guaranteeing the preservation of the overall color scheme and the cost of the bouquet. Flowers are seasonal and may not always be available; in this case, they will be replaced with other items of equal or greater value. This clause also applies to packaging materials and decorations.
If it is necessary to replace a type of flower in a bouquet, we will attempt to inform you; if we cannot contact you within 24 hours, we will proceed with a replacement to prevent delayed delivery of the order.
Contact infomation:
- Legal name of the company: Twin Partners Works SRL
- IDNO: 1024600081985
- Legal address: str. Liviu Deleanu 9/2, Chișinău, RM
- Physical address: str. Liviu Deleanu 9/2, Chișinău, RM
- Phone number: +373 61 262779
- Email: info@petale.md