Terms and conditions of service

1. Seller and service

The website is operated by AWAD MELAD, VAT number 10670180586, Via Chiana & Strada Statale 4 Via Salaria, 00198 Roma (RM), email info@florame.ai. The Rome address is the seller’s registered location and does not itself define service coverage. florame.ai lets you choose existing bouquets or create an AI-assisted composition and send a request to a partner florist, who prepares the order and offers delivery, shop pickup or both, according to their configuration.

2. Coverage, availability and requests

florame.ai is not limited to Rome and does not automatically guarantee every address in Italy. The florist network and capacity change over time. The check performed on the website for the recipient’s full address, requested date and time window is what applies. A town name or previous check does not guarantee availability.

Before submission, we show the florist, bouquet or composition, price, any delivery charges, available fulfilment method and requested time window. Submitting at checkout creates a purchase request: the florist must confirm stock and their ability to fulfil it. The order contract is concluded when the request is accepted and the customer receives confirmation.

3. Natural flowers, availability and AI

Flowers and materials are natural, seasonal and subject to variation. For today and tomorrow, a custom composition must match the florist’s confirmed stock. For later dates, flowers may be sourced, subject to the florist’s confirmation. AI-generated images and catalogue photos are references for style and composition, not a promise of an exact visual match. A substantial substitution must be consistent with the value and style and is agreed when necessary.

4. Authorisation and charging

Available payment methods and any strong authentication are handled at checkout. For methods supporting delayed capture, florame.ai requests only authorisation of the amount when the request is submitted. florame.ai does not collect the money until the florist accepts. The bank may temporarily show the amount as reserved or pending.

If the request is declined or expires before acceptance, the authorisation is cancelled or allowed to expire. This is not a refund, because the amount has not been collected. When the available balance reappears depends on the bank and payment network. Methods that behave differently are indicated at checkout. florame.ai does not retain full card details. Customers must provide accurate information and be at least 18 or have the legal capacity required by law.

5. Delivery or pickup

The fulfilment method offered by the florist is shown in the search and request. For delivery, customers must provide full details and a reachable contact. For pickup, they must follow the shop address, hours and instructions confirmed in the order. Time windows and times are operational estimates unless a guarantee is expressly stated in the confirmation. If nobody is present, the address is incorrect or there is no response, another attempt and its cost may need to be agreed. Full details are in the Delivery policy.

5-bis. Gifts and recipient data

Customers undertake to provide accurate, current, lawfully obtained data, limited to what is needed to prepare and deliver the gift. They must be entitled to disclose it and must not use the service unlawfully, infringe others’ rights or bypass an objection already expressed by the recipient.

Recipient notifications and rescheduling are an optional service chosen by the buyer. Email is optional. The notification and personal page may show the name from the buyer’s billing details or profile even when the card is unsigned. They do not show billing addresses, tax or payment data. Purposes, legal bases, channels and rights are described in the Privacy policy.

Customers are responsible under the law for information and uses of the service attributable to them. florame.ai retains its obligations as data controller and handles recipient requests and reports. The buyer’s choice of service is not consent given on the recipient’s behalf. Where there is concrete evidence of abuse, florame.ai may proportionately verify, suspend or refuse the service, handling the order outcome and any refunds separately. Mandatory consumer and recipient rights remain unaffected.

6. Withdrawal, issues and refunds

Made-to-order compositions and goods liable to deteriorate rapidly may fall within the exceptions to the right of withdrawal under Article 59 of the Italian Consumer Code. Rights relating to lack of conformity, damage or non-performance remain intact. Report issues promptly by following the Refund policy.

7. Reviews and content

Reviews must relate to real experiences and must not contain third-party personal data, threats, discrimination or unlawful content. We may moderate content for safety and legality without altering the opinion expressed. Recipient reviews are separate from buyer reviews and do not affect the main rating where indicated.

florame.ai platform reviews are separate from partner reviews: they collect opinions about the florame.ai platform after email verification or verification of an order-linked invitation. Public names, optional towns, text and user-selected attachments may be displayed publicly. Photos and videos are re-encoded and stripped of metadata before publication. Authors may edit or withdraw a review within seven days. florame.ai may restrict or remove it for privacy, spam, abuse or legal obligations, never solely because the rating is negative.

8. Accounts, messages, AI and intellectual property

Users are responsible for their account security. Confirmations, clarification requests, alternative suggestions and updates may be communicated through florame.ai Messages and the contact details provided. AI functions help create previews and suggestions; results may vary and must be checked before ordering. florame.ai brands, software, images and content remain protected. Reuse beyond what the law or service permits is prohibited.

9. Liability and applicable law

Nothing limits mandatory consumer rights. Within legal limits, florame.ai is not liable for unforeseeable external obstacles or incorrect data provided by customers. Italian law applies; consumers retain the jurisdiction and mandatory protections of their place of residence.

10. Complaints and ADR

First email info@florame.ai. If we cannot find a solution, you may contact a competent alternative dispute resolution (ADR) body. The former European ODR platform closed on 20 July 2025 and is no longer listed as an active channel.

11. florame.ai Club rules

Version florame_club_terms_2026_08_v2 · updated on 26 August 2026. florame.ai Club is free, optional and separate from marketing consent. Members join from an authenticated account using a dedicated checkbox and activation button. We record the version, date and pseudonymised technical evidence of acceptance.

Points represent florame.ai Credit: 100 points are worth €1. Credit accrues at the percentage shown in Account on the eligible, paid portion of products, after deducting credit already used. It becomes available after delivery and the waiting period. In the cart, it is temporarily reserved and applied within the minimum threshold and maximum percentage shown. Credits closest to expiry are used first. Delivery and excluded items do not earn credit.

Customers may save occasions and personal dates in Account. A new eligible occasion may receive the points bonus shown in Account, once per occasion and within the published annual limits. Changes, duplicates, invalid dates or unusual operations do not generate new bonuses.

Each credit expires after the period shown in Account. It is not money, is not transferable, earns no interest and cannot be exchanged for cash. Credit is funded by florame.ai and does not reduce the florist’s payment. For refunds or cancellations, we may restore credit used and proportionately reverse credit earned. Errors and adjustments remain recorded.

We may suspend unusual operations for fraud checks and change rules for the future, pause or close the programme. Material changes require renewed acceptance or adequate notice. Except in cases of abuse, credit already available retains its stated expiry. For data, rights or disputes, see the Privacy policy or email info@florame.ai.