Terms of Service
Hope Flowers
These Terms govern your use of hopeflowers.net (the “Site”) and any order you place with Hope Flowers (“we”, “us”, “our”). By placing an order you accept these Terms. Please read them before ordering.
1. Who we are
Hope Flowers has been delivering flowers in Cairo since 1998.
Trading name: Hope Flowers
Address: [57, El-Horreya St., Heliopolis, CAIRO, EGYPT]
Email: admin@hopeflowers.net
Phone / WhatsApp: +20 122 558 8000
2. Orders
An order placed on the Site is an offer to buy. A contract is formed only when we send you an order confirmation, or when we confirm your order by WhatsApp, phone or email.
We may decline or cancel an order if:
the item is out of stock or the flowers required are not available at acceptable quality;
the delivery address is outside our delivery area;
we cannot verify the payment;
the price or description was published in error;
the gift message or instructions are unlawful, abusive or offensive.
If we cancel a paid order, we refund it in full.
3. Prices and payment
All prices are in Egyptian Pounds (EGP) and include applicable taxes unless stated otherwise.
Delivery charges, where they apply, are shown before you confirm the order.
We accept: [CARD PAYMENT VIA BANK GATEWAY / CASH ON DELIVERY / INSTAPAY ].
Card payments are processed on the payment provider’s secure page. We do not receive or store your full card number on this Site.
Prices may change at any time, but changes do not affect orders we have already confirmed.
You will receive an invoice for every order, as required by Egyptian law.
4. Fresh flowers, images and substitution
Flowers are a natural, seasonal and perishable product.
Photographs on the Site show a representative example of an arrangement. The exact stems, shades, vase or wrapping may differ.
If a specific flower, colour or container is unavailable, we will substitute it with an item of equal or greater value and a similar overall look. This is normal florist practice and is not a defect.
Where a substitution would noticeably change the arrangement, we will try to contact you first on the number you provided.
5. Delivery
We deliver within [Greater Cairo, Giza, New Cairo, 6th of October, Sheikh Zayed].
Same-day delivery is available for orders placed before [4:00 PM], subject to availability.
Delivery is made within the time window selected at checkout where one is offered. We deliver on a best-effort basis; exact times cannot be guaranteed because of traffic and other conditions outside our control.
Accurate details are your responsibility. If the address, phone number or recipient name you give us is wrong or incomplete and delivery fails, we may charge a re-delivery fee.
If the recipient is not available, we may: leave the order with a doorman, security, receptionist or neighbour; call you for instructions; or return the order to our shop. Delivery to a doorman or reception counts as a completed delivery.
Once we have completed delivery we are not responsible for what happens to the flowers afterwards.
On peak dates (Valentine’s Day, Mother’s Day) delivery windows may be wider and cut-off times earlier.
6. Sender identity — no anonymous orders
We do not accept anonymous orders. You must give us your real name and contact details, and we will share the sender’s name with the recipient. If you ask us to withhold your name from the gift card, we will do so — but the recipient may still ask us who sent the order, and we may tell them.
7. Changes and cancellations
To change or cancel an order, contact us by phone or WhatsApp as early as possible.
You may cancel free of charge up to [X] hours before the scheduled delivery, provided we have not started preparing the arrangement.
Once the arrangement has been made up or handed to a driver, it cannot be cancelled or refunded, because fresh flowers cannot be resold.
On peak dates, cancellation may not be possible after the order is confirmed.
8. Your rights, refunds and complaints
Nothing in these Terms limits your rights under Egyptian Consumer Protection Law No. 181 of 2018.
14-day return right: The general 14-day right to return goods without giving a reason does not apply to fresh flowers, chocolates or other perishable goods, which the law excludes. It may apply to non-perishable items such as vases or artificial flowers, provided they are unused and in their original packaging.
Faulty or non-conforming items: If an item is defective or does not match its description, you have the right to a replacement or refund. Contact us as soon as possible.
Quality complaints about flowers: Because flowers deteriorate quickly, we ask you to notify us within 24 hours of delivery and to send photographs. Where a complaint is justified, we will replace the arrangement or refund it, at your choice.
Refunds are made to the original payment method and may take [X] working days to appear.
Care matters: Cut flowers need water, a cool spot and no direct sun or air-conditioning draught. We cannot accept complaints about flowers that were not cared for after delivery.
9. Gift messages and content
You are responsible for the wording of any gift card message. We will not print messages that are unlawful, threatening, obscene or that infringe someone else’s rights, and we may cancel such an order.
10. Accounts
If you create an account, keep your password confidential and tell us promptly of any unauthorised use. You are responsible for activity under your account. We may suspend an account that is used fraudulently or abusively.
11. Intellectual property
All content on this Site — including the Hope Flowers name and logo, photographs, arrangement designs, text and page layout — belongs to Hope Flowers or its licensors. You may not copy, republish or use it commercially without our written permission.
12. Liability
We are responsible for delivering the products you ordered, in the condition described.
We are not liable for indirect or consequential loss, including disappointment, missed occasions, or loss of business.
Except where Egyptian law does not allow it, our total liability for any order is limited to the amount you paid for that order.
Nothing here excludes liability that cannot lawfully be excluded.
13. Circumstances outside our control
We are not liable for delay or failure caused by events beyond our reasonable control, including severe weather, road closures, strikes, public holidays declared at short notice, power or internet failure, or supplier shortages. We will contact you to reschedule or refund.
14. Third-party links
The Site may link to other websites. We are not responsible for their content or practices.
15. Privacy
Our handling of personal data is described in our Privacy Policy, which forms part of these Terms.
16. Changes to these Terms
We may update these Terms. The version published on the Site when you place your order is the version that applies to that order.
17. Governing law
These Terms are governed by the laws of the Arab Republic of Egypt. Disputes fall under the jurisdiction of the competent Egyptian courts.
18. Language
These Terms are published in English and Arabic. In the event of a discrepancy, the Arabic version prevails.
19. Contact us
Hope Flowers Email: admin@hopeflowers.net Phone / WhatsApp: +20 122 558 8000 Address: [57, El-Horreya St., Heliopolis, CAIRO, EGYPT]
