Terms and
Conditions

The customer must be of legal age, provide true information, and ensure that the recipient's name, phone, address, and references are correct. If delivery is delayed or cannot be made due to incorrect information, FLORE may charge for a second delivery attempt.

Receipt of an order number does not mean the purchase has been definitively accepted. The order is confirmed after validating the payment, product availability, delivery coverage, and security controls.

All prices must be clearly shown before paying. FLORE will respect the price and conditions accepted by the customer. If there is an obvious error in the price or product information, FLORE may contact the customer to offer a correction, an alternative, or the corresponding refund.

4. Timelines and Logistics

Delivery dates and time slots are operational estimates. They do not represent a guarantee of delivery at an exact minute, unless FLORE expressly confirms it in writing.

Delays may occur due to rain, hurricanes, floods, extraordinary traffic, accidents, road closures, protests, blockades, telecommunications failures, access restrictions, saturation on special dates, government mandates, insecurity, health emergencies, or force majeure events.

When the delay is due to these circumstances beyond FLORE's reasonable control, compensation will not be generated automatically. However, FLORE must take reasonable steps to complete, reschedule, or resolve the delivery. This protection does not eliminate the legal rights of the consumer when non-compliance is directly the company's responsibility.

During Valentine's Day, Mother's Day, Christmas, graduations, and other high-demand dates, delivery windows may be extended. A request for delivery at an exact time will be considered a preference and not a guarantee, unless expressly confirmed.

5. Claims and Investigation

Claims for damage, status, or differences should preferably be sent within the first 24 hours, including order number and complete, clear, and filter-free photographs. This period helps to verify the original state of a perishable product, but does not eliminate non-waivable consumer rights.

To investigate a claim, FLORE may review photographs, communications, preparation logs, dispatch time, route, approximate location, recipient confirmation, and statements from the workshop or delivery person.

The audit may not be used to unjustifiably delay a solution. When a failure attributable to FLORE is confirmed, replacement, redelivery, correction, substitution, rescheduling, credit, or refund may be offered, depending on the case and applicable legal rights. The resolution process may take between **1 to 40 days** depending on the complexity and workload.

Cancellations should be requested as soon as possible. If the arrangement is already in preparation, personalized, dispatched, or in route, cancellation may be materially impossible.

6. Payments and Refunds

Positive balances or credits will not replace a legally proceeding refund without the client's consent.

Payments may be processed through external providers. FLORE shall not claim to have PCI-DSS certification directly, unless documented. Security standards are handled by the payment processor.

FLORE may request identity verifications or cancel operations when fraud is suspected. Stolen cards, identity theft, and abusive chargebacks will be reported.

In bank transfers, the order is only released when funds are effectively deposited. Screenshots do not replace bank confirmation.

Vulnerabilities should be responsibly reported to **security@flore.com.mx**. FLORE may take civil or criminal action against those who illegally attack or exploit the Platform.

The name FLORE®, its logos, and distinctive signs may not be used without authorization. No one may claim to be a representative or partner without a current contract.

FLORE strives for availability but cannot guarantee uninterrupted service due to maintenance, internet failures, or force majeure.