Terms & Conditions
Welcome to our website. Please note that by using this website you are bound by its terms, conditions, disclaimers and limitations of liability. You also acknowledge that you have read and understood these Terms and Conditions. By using this website, you signify your acceptance of these terms and conditions of use. For the purposes of these terms and conditions, “Us”, “Our” and “We” refers to www.petalstory.com.au and “You” and “Your” refers to you, the client, visitor, website user or person using our website. These are the terms & conditions of Petal Story and the purchase of any goods or services from it.
DELIVERY
Flowers are a perishable product. Therefore, we have a limited time window where we can deliver to ensure they remain fresh. Our Terms & Conditions are put in place to cover the cost of re-delivery and on the rare occasion the replacement of product. Our customer service and driver team will always do what we can ensure your item is delivered on time and safely.
DELIVERY DETAILS
It is the Sender’s responsibility to provide:
- A correct and accurate address within our delivery suburbs
- Clear delivery instructions to help us achieve a successful delivery (gate codes etc if required)
- Confirmation that the Recipient will be home, or at place of work.
- Confirmation of a safe place to leave the delivery if the Recipient is not at home
- Confirmation the Recipient is above 18 years of age if the delivery contains alcohol
-An apartment or property with restricted access
INCORRECT / INCOMPLETE ADDRESS
It is the Sender’s responsibly to provide accurate address and delivery information. Any requests to amend addresses must be made to info@petalstory.com.au by 9am on the day of requested delivery to guaranteed same-day delivery. Should contact be made after this time or the order has been dispatched from our studio, the Sender may be charged a re-delivery fee and/or next business day delivery. The order will not be redelivered until the re-delivery fee has been paid.
We strongly suggest double checking the address details before confirming the order to make sure Recipient will be home to avoid a delay, re-delivery or replacement fee.
REJECTED & RE-DELIVERIES
The Sender may also be charged a re-delivery fee to have the item redelivered or redirected to an alternative address if an item is unable to be delivered for the following reasons:
- The Recipient's address is incomplete, incorrect, or untraceable
- Our driver cannot get access to the apartment or property
- There is no one present at the Recipient's home to accept the gift and there is no safe place to leave it.
- The Recipient refuses delivery
Our driver will attempt to make contact with the Sender and Recipient with a waiting period of 5 minutes before rejecting the order. We will not attempt re-delivery until we have had confirmation with Sender or receiver and the re-delivery fee has been paid. On the rare occasion we (Petal Story) have to reject your order for unseen circumstances, we will make contact with the Sender and offer next available delivery or a full refund.
HOSPITALS
We will deliver to hospitals and wards that accept deliveries.
The Sender is required to provide a first, last name and ward of the patient (if available).
The Sender will be charged a re-delivery fee if:
- The patient is not able to be located in the hospital database
- The patient has been relocated or discharged
- The ward is unable to accept deliveries
The Sender accepts responsibility for flowers missing or not received from reception where our drivers have provided order confirmation.
SUBSTITUTION & SEASONAL AVAILABILITY
Images used on our website and social media are examples of the style, size and colour of our work. Our work contain fresh Australian grown flowers along with imported if needed, therefore some varieties of flowers are only available seasonally.
CANCELATIONS, COMPLAINTS & REFUNDS
All cancelation requests must be made via email to info@petalstory.com.au
SENDING LIQUOR
Under the Liquor Control Reform Act 1998 it is an offence to supply alcohol to a person under the age of 18 years (Penalty exceeds $17,000). For a person under the age of 18 years to purchase or receive liquor. (Penalty exceeds $700)
PRIVACY
It’s our priority as a business to protect our customer’s personal information. Our customer database is stored within Australian GDPR guidelines and used fairly, lawfully and transparently.
WEDDING & EVENT TERMS
QUOTES
Quotes are valid for 30 days. We cannot hold dates or provide tentative bookings. To confirm your quote and secure your date, we require an initial non-refundable 25% payment and approval of these terms & conditions. It is your responsibility to review all event details, including the date, wedding venue, and quantities of items to be delivered.
BOOKING CONFIRMATION
A booking is confirmed upon electronic signature of these terms & conditions as well as receipt of an initial non-refundable 25% payment. We require the deposit to be paid in full 7 days after invoice has been sent to recipient. If the Event is in less then 30 days of invoice being sent full amount us required.
This initial payment is non-refundable. It is compensation for our work done to date and is required to secure our services for your date because it precludes us from booking another event on your event date. This payment will be deducted from the total owing. Signing this agreement confirms you have proofread and approved all the details of your event. Changes to the quote can be made under the conditions outlined in the “Changes to Quote” section.
PAYMENT TERMS
The balance owing on your order is due 30 days prior to your wedding date. We can not deliver any items or event designs without final confirmation of payment receipt. Payments can be made by EFT / direct deposit.
CHANGES TO QUOTE
Upon accepting this quote, you are agreeing to the items and to the total value listed. Should you wish to make changes to the items in this quote, we require a minimum of 30 days' notice before your event date. However, please note, the final quote amount cannot be reduced by more than 10% from the original agreed-upon estimate. Changes to your event date and venue can only be made under the conditions listed in the “Rescheduled & Relocated Events” section. All changes must be made in writing to info@petalstory.com.au
EVENT CANCELATIONS
If the client decides to cancel this agreement, it must be done in writing to info@petalstory.com.au at least 30 days before the event. Events cancelled within 30 days of the event date are not eligible for a full refundable payment, regardless of the circumstance. If you cancel your event and provide more than 30 days' notice, the initial payment made remains non-refundable. Moneys paid above and beyond the initial 25% payment will be refunded. We reserve the right to cancel the contract at any time. In this instance, you are entitled to a full refund (including the initial 25% payment). Full payment of all Events is required 30 days prior to event dates. Events are confirmed upon receiving the 25% deposit payment. Deposits are non refundable.
RESCHEDULED & RELOCATED EVENTS
The client must advise of any change to the event venue or event date in writing to info@petalstory.com.au. We will do our best to accommodate new dates or location changes however we cannot guarantee our availability.
If we are unavailable on your new event date, or are unable to accommodate your change of venue, the initial 25% payment made remains non-refundable. If we are available on your new event date, or able to accommodate your venue change, the initial payment made will be transferred to the new date. A new contract and quote will be drawn up taking into account the changed circumstances. (For instance, wholesale product prices fluctuate through the season, delivery and hourly wages vary depending on venue set-up requirements.)
PRICE VARIATIONS
We reserve the right to amend or change the pricing outlined in this quote in the event of cost changes beyond our control (e.g. wholesale flower prices). We will make every effort to honour the original agreed price, however, the current volatile nature of shipping (national/international) dramatically affects wholesale flower prices. Any price increases will be formally advised to you in writing and a recommendation provided to the client at least 14 days prior to your event date.
PRODUCT SUBSTITUTION & AVAILABILITY
All flowers and foliages are subject to seasonal quality and availability. Unfortunately, we cannot guarantee availability, exact colours or shades of specific products. When working with Mother Nature, there are no guarantees. Unseasonably warm, wet or cool seasons have a dramatic impact on flower and foliage availability. Regardless of the availability of specific products, we will always adhere to the agreed colour palette and style of floral design, as outlined in our supplied design inspiration (linked at the top of your quote).
We reserve the right to substitute all products to ensure the highest quality ingredients are used. If needed, a final consultation can be arranged to discuss alternative options. Containers and vases may change due to supplier issues, we will substitute the selected product with items of greater or equal value, in line with the overall look and feel for the event. Refunds will not be given for minor changes in flower type or appearance.
HIRED PIECES
All props provided by Petal Story are the property of Petal Story and provided on a hire only basis, unless purchased by the customer or client. All hire pieces must be returned to us within 48 hours of the wedding unless agreed otherwise.
Please advise your guests that all hired items (e.g. vases & votives) must not be removed from the venue, otherwise you will be charged the full cost of replacement of each item not returned to us. Clean, unbroken return of all hired stock is your responsibility. Lost, broken or damaged stock on hire from us must be paid for in full, by you. We reserve the right to charge an additional holding fee for hire items.
We also reserve the right to charge the client full replacement costs for items damaged, lost or broken. If collection of hired items occurs outside of business hours, an additional charge will be incurred.
PHOTOGRAPHS & VIDEO FOOTAGE
Petal Story reserves the right to photograph all arrangements upon installation for promotional material use. This includes, but is not limited to social media, brochures, websites, Pinterest, advertising, magazine submissions and other publications related to self-promotion and marketing. Photos taken by us of your arrangements remain our property. Our photos are not to be reproduced, copied or edited in any way by you or any third party without our prior permission.
Any photos provided to us by your photographer will only be used by us for the promotion and marketing of our business. Photographer’s credits will only be displayed if requested. We reserve the right to hire an independent photographer to capture our work on the day. Usage of these images will be limited to our own marketing and self-promotion applications.
INSTALLATIONS & LARGE-SCALE DESIGNS
It’s the client’s responsibility to advise the venue/events manager regarding the scope of designs.The responsibility remains with the client to seek the required permissions from the venue to construct any hanging, suspended or other uncommon floral installations. We cannot be held responsible or liable for any instances where work cannot be completed and achieved due to a lack of permission or safety at the venue.
SUPPLYING YOUR OWN VASES & STRUCTURES
Please check that your vases and vessels are watertight before you drop them off to us. If you are using your own archway or ceremony structure, it’s your responsibility to ensure it is securely anchored into the ground in anticipation of all weather conditions (wind, rain etc.). Please check with the venue manager as to how and when this can be set up. We won’t provide refunds for any work that cannot be completed by us on the event day due to faulty or unsafe materials provided by the client. We cannot be held responsible for any damage done to items hired by the client.
PRIVACY
We respect your privacy. Your names, wedding date, contact details, order information & pricing will be treated with complete privacy. We will not speak with any media representative or release any information unless you give us consent to do so. We request you do the same and do not disclose order and pricing details to anyone without our express written consent.
EXTREME WEATHER CONDITIONS
In the instance of extreme weather (wind, rain, heat, or cold), we will always put safety first and will follow government advice regarding any event including flooded roads and bushfire evacuations. We cannot be held liable for the impact extreme weather conditions have on our ability to safely do our job.
Extreme temperatures and high winds have a dramatic impact on flowers. While we will do our best to go above and beyond, we cannot be held responsible for damaged florals as a result of the weather.
FORCE MAJEURE
In the event either party is unable to perform its obligations under the terms of this Agreement because of acts of God, strikes, equipment or transmission failure or damage reasonably beyond its control, or other causes reasonably beyond its control, such party shall not be liable for damages to the other for any damages resulting from such failure to perform or otherwise from such causes. In the instance, the force majeure event results in the cancellation or relocation of the wedding within 30 days of the planned date, and the wedding date is unable to be rescheduled or relocated by mutual agreement as per this Agreement (Rescheduled & Relocated Events), you agree that you will be liable for:
○ The initial 25% payment; and
○ An amount equivalent to the cost of any flowers or materials
purchased by us to meet our obligations under this Agreement.
If you have any questions or would like to discuss the Terms & Conditions further please contact us at info@petalstory.com.au
