Refund Policy

Flower orders placed through Petal9 / Vybrr may be accepted, prepared, delivered, or made available for pickup by individual floral shops. Refunds, replacements, store credits, and order corrections are generally handled by the floral shop that accepted and fulfilled the order.

The florist may review order details, pickup or delivery status, flower condition, timing, customer concerns, photos, substitutions, and shop policy before deciding whether a refund, replacement, partial refund, or credit applies.

Petal9 / Vybrr may help users contact the floral shop or submit a support request, but Petal9 / Vybrr may not control the florist's final refund decision unless platform rules, applicable law, or a separate written policy says otherwise.

This Refund Policy may apply to delivered flower orders, pickup flower orders, custom floral arrangements, AI Petal generated arrangement orders, florist storefront orders, and flower requests sent through Vybrr.

For pickup orders, the florist may consider the scheduled pickup time, whether the order was prepared, whether the customer arrived, and whether the flowers were held as agreed. If a customer does not pick up an order on time, the florist may deny or limit a refund depending on the shop's policy.

For delivery orders, the florist may consider whether delivery was attempted or completed. Incorrect addresses, unavailable recipients, refused deliveries, gated access issues, or failed delivery attempts may affect refund eligibility.

Flowers are perishable products. They are fresh, time-sensitive, and often custom-prepared for a specific order, recipient, event, pickup time, delivery window, or design request.

Refunds may be limited after the florist begins preparing the order, the arrangement is completed, the order is out for delivery, the order has been delivered, the pickup window has passed, or the customer or recipient accepts the flowers.

A florist may consider a refund, replacement, partial refund, or store credit if the wrong arrangement was provided, the flowers were significantly damaged on arrival, the order was not prepared, the order was not delivered because of florist error, the arrangement was materially different from the confirmed order, or the florist approved a cancellation before preparation began.

Approval is subject to the floral shop's review, the floral shop's policy, the order status, and any platform rules or applicable laws that may apply.

Refunds may be denied or limited if the customer provided an incorrect delivery address, the recipient was unavailable, the recipient refused the flowers, the customer missed the pickup window, the order was already prepared or delivered, or the concern was reported too late for the florist to reasonably review the issue.

Refunds may also be denied or limited if the flower condition changed because of handling after pickup or delivery, the customer changed their mind after the order was prepared, the issue was caused by weather, building access, recipient availability, third-party delivery conditions, or another matter outside the florist's control.

Cancellation eligibility depends on timing and the individual floral shop's policy. Orders may be harder to cancel once the florist has accepted the order, and orders may not be refundable once preparation has started.

Same-day orders, custom arrangements, event flowers, and AI Petal generated orders may have limited cancellation windows because florists may begin sourcing, designing, or preparing flowers soon after acceptance.

Users should contact the floral shop or Petal9 support as soon as possible if they need to cancel an order.

AI Petal may generate floral ideas, recommendations, arrangement descriptions, product concepts, or visual inspiration. AI Petal output is a guide and may not exactly match the final florist-created arrangement.

Final flowers may vary based on seasonal availability, florist inventory, substitutions, design style, flower size, color variation, container availability, delivery location, and the florist's professional judgment.

Refunds based only on reasonable floral substitutions or visual differences may be limited unless the florist's policy, order terms, platform rules, or applicable law provides otherwise.

Florists may need to make substitutions because flowers are seasonal, local inventory can change quickly, and certain colors, stems, containers, or accessories may be unavailable at the time of preparation.

Substitutions should be of similar style, value, or appearance when possible. Substitutions alone may not automatically qualify for a refund.

Major substitutions should be handled according to the florist's policy and any customer approval process available in the app.

Flower orders sent through Vybrr are still fulfilled by Petal9 floral shop partners or individual floral shops. Refunds for Send Flowers orders are generally handled by the florist that accepted the order.

Recipient privacy must be protected during refund support. A recipient's private delivery address should not be shown to the sender, and support teams should avoid sharing private delivery details unless legally required or clearly authorized.

Users may not misuse refund requests to obtain private delivery information, locate another person, pressure a recipient, or bypass Vybrr privacy and safety controls.

Some payments may be processed by third-party providers such as Stripe, PayPal, Apple, Google, or other payment processors.

Certain processing fees may be non-refundable depending on the payment provider, florist policy, checkout terms, or applicable law.

Petal9 / Vybrr should not store full credit card numbers, CVV codes, or full payment credentials on its own servers.

To request a refund, replacement, or order review, users should first contact the floral shop that fulfilled the order if florist contact information is available.

Users should provide the order number, pickup or delivery date, recipient name if applicable, and a clear description of the issue. If the issue involves damaged, incorrect, or materially different flowers, users should include photos as soon as possible.

If a user cannot reach the floral shop or needs help routing the request, they may contact Petal9 support at support@petal9.com.

Refund or replacement requests should generally be made within 24 hours of pickup or delivery, unless the individual floral shop allows a longer period.

Because flowers are perishable, delays can make it harder for the florist to confirm the condition of the flowers, review delivery or pickup timing, or determine whether a refund, replacement, partial refund, or credit is appropriate.

Petal9 / Vybrr provides a platform that may connect customers, Vybrr users, and floral shops. Petal9 / Vybrr may help route support requests, review platform-related issues, and help users understand where to send refund or order concerns.

Petal9 / Vybrr may review payment-processing issues, fraud concerns, policy violations, repeated florist performance issues, or conduct that affects platform safety and trust.

Petal9 / Vybrr may take action against florist accounts that repeatedly fail to meet platform standards, but Petal9 / Vybrr does not guarantee every refund request will be approved.

Individual floral shops may have their own refund, replacement, pickup, delivery, cancellation, substitution, and timing policies.

If a florist's policy is stricter or more specific, the florist's policy may apply to that order unless it conflicts with Petal9 / Vybrr platform rules or applicable law.

Florists should clearly communicate refund and cancellation rules on their storefronts where possible so customers can understand important terms before ordering.

Petal9 / Vybrr may update this Refund Policy from time to time as the platform grows, florist tools change, payment processes change, laws change, or new ordering features become available.

Updated terms may be posted in the app or on the website. Continued use of Petal9 / Vybrr after an updated Refund Policy becomes effective means the updated policy applies going forward.

Questions about refunds, replacements, cancellations, pickup issues, delivery concerns, or order support can be sent to support@petal9.com.

This Refund Policy is original plain-English language prepared for product readiness and future attorney review. It is not legal advice.