This website, www.sallyhelmy.com (the "Website"), is operated by Sally Helmy Fleuriste ("we", "us", "our"), registered in Egypt under Commercial Registration No. 81792 and Tax Registration No. 493-934-774, with our registered address at 90 Axes Mahmoud Talaat, Next to Queens Royal Hospital, 5th Settlement, Cairo, Egypt.
These Terms and Conditions ("Terms") govern every order placed through the Website. By placing an order, you agree to be bound by them.
You can contact us using the details in Clause 22 (Contact and Notices).
In these Terms, the following words have the meanings set out below, whether used in the singular or plural:
Headings are for convenience only and do not affect interpretation. Words importing one gender include all genders, and words importing individuals include corporations and vice versa.
To place an Order, you must be at least 18 years old and have the legal capacity to enter into a binding contract.
By placing an Order, you confirm that you meet these requirements.
We reserve the right to refuse or cancel any Order where we reasonably believe this requirement has not been met.
After you place an Order on our standard order form, you will receive an email acknowledging that we have received it.
This acknowledgement does not mean your Order has been accepted — it confirms only that we have received your offer to buy Products.
All Orders are subject to acceptance by us. We will confirm acceptance by sending you a Dispatch Confirmation by email, phone call, or message.
The Contract between you and us is only formed once we send the Dispatch Confirmation.
If we are unable to accept your Order for any reason, we will tell you in writing as soon as reasonably practicable, and you will not be charged; any amount already charged will be credited back to you promptly and in any event within 14 days.
The Contract relates only to the Products itemized in the Dispatch Confirmation.
We are not obliged to supply any item that was not listed in your Order or that we do not offer.
We may offer gift cards, discount codes, and other Vouchers, which require activation by email before the Holder can use them to order a Service.
Where a Voucher is paid for, it is treated as sold at the time payment is received.
These Terms apply as between us and the Holder from the moment the Holder redeems the Voucher to request a Service.
A Voucher may be used once only by its Holder and may not be copied, reproduced, distributed, or published, in any form, without our prior written approval.
Unless a different validity period is stated on the Voucher itself, a Voucher is valid for 12 months from the date of issue and expires automatically after that period.
We reserve the right to withdraw or deactivate a Voucher at any time for a valid reason (for example, suspected fraud or misuse), except where doing so would unfairly deprive a Holder of a Voucher they have validly paid for and not misused.
Vouchers may be redeemed only through the Website, not through any other website or method.
To use a Voucher, you must enter its unique code at checkout; doing so confirms your agreement to these Terms and to any special conditions attached to that Voucher.
Voucher discounts apply to the price of Products only, not to delivery charges, which are payable at the normal rate.
We reserve the right to exclude specific Products from voucher promotions.
Photographs of Products on the Website are for illustration.
By placing an Order, you acknowledge that the flowers, foliage, balloons, or packaging actually delivered may vary slightly in colour, size, or appearance from the pictures shown, due to natural or seasonal variation.
Such minor variation alone does not entitle you to a refund.
If a specific flower, colour, vase, or item you ordered is unavailable, we will substitute it with an item of equal or greater value and comparable style, so that your Order is still fulfilled to at least the standard you paid for.
We are not obliged to contact you before making such a substitution.
Your Order will be fulfilled on the delivery date set out in the Dispatch Confirmation.
Same-day delivery is subject to order cut-off times shown on the Website at checkout, which may vary by area and occasion (for example, public holidays).
You are responsible for providing an accurate and complete delivery address and recipient contact details.
We are not liable for failed or delayed delivery caused by incomplete, incorrect, or outdated information you provided.
Risk in the Products passes to you at the time of delivery to the address given on the Order, evidenced by a signature on the delivery receipt (or, where delivery is unattended at your request, at the time of delivery).
Ownership of the Products passes to you only once we have received payment in full of all sums due, including delivery charges.
The price of Products and our delivery charges are as quoted on the Website at the time you place your Order, except in cases of obvious error.
Delivery charges vary depending on the delivery area and are shown at checkout before you complete your Order.
We do not process Orders with a total value of less than 1500 EGP.
Prices and delivery charges may change at any time, but a change will not affect an Order for which we have already sent a Dispatch Confirmation.
We accept payment by cash on delivery, card on delivery, credit or debit card (Visa, Mastercard, American Express, or Meeza), Apple Pay, InstaPay, or PayPal, and online payment via links sent through WhatsApp or email.
Where payment is made in a currency other than Egyptian Pounds (EGP) — for example, by an international customer ordering delivery within Egypt — the transaction is processed in EGP, and any currency conversion and related fees are handled by your card issuer or payment provider; we are not responsible for exchange rates or conversion charges applied by third parties.
If your flowers arrive damaged or do not arrive at all, and this is confirmed following our verification process (which may include photographic evidence), we guarantee a full refund of the total amount you prepaid, or, at our discretion, appropriate compensation such as a replacement — provided it is shown that the Product was not supplied as it should have been.
Where a recipient refuses to accept or receive an Order for any reason, the total Order amount is non-refundable.
This does not apply to Pending Address Orders, which are refunded as set out in Clause 18 (Pending Address Orders).
Refunds are issued to your original payment method within 14 business days of the refund being approved.
This Refund Policy is offered in addition to, and does not limit or replace, any non-waivable statutory rights you may have as a consumer under applicable law.
You may cancel a submitted and paid Order for a full refund if your cancellation request reaches us by email, phone call, or message within 30 minutes of completing the Order, unless we have agreed to other terms with you.
Because our Products are perishable and are typically prepared or sourced specifically for your Order shortly after it is placed, they are not eligible for a general "change of mind" return once preparation has begun, and the 30-minute window above reflects that.
Nothing in this Clause affects any statutory cancellation or cooling-off rights that cannot be excluded under applicable law.
Nothing in these Terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be limited or excluded.
Subject to the paragraph above and to our Refund Policy (Clause 9), if we fail to comply with these Terms, our liability is limited to the prepaid price of the affected Products, or, at our option, to replacing the affected Product.
We are not liable for any indirect or consequential loss, or for loss that was not reasonably foreseeable to both parties at the time the Contract was formed.
We are the owner or licensee of all intellectual property rights in the Website and in the material published on it, whether registered or unregistered.
These works are protected by copyright and other laws, and all such rights are reserved.
You may print or download extracts of pages from the Website for your own personal, non-commercial reference.
You must not use any part of our copyright material for commercial purposes without first obtaining a licence from us or our licensors.
If you post comments about our Products or Services on any website, blog, or social media platform ("Commentary"), you confirm that the Commentary reflects your own genuinely held opinion.
By posting Commentary, you grant us a non-exclusive, royalty-free licence to quote from it on the Website and in our advertising or social media, for as long as reasonably needed for that purpose or until you ask us to stop; you may withdraw this licence for future use at any time by contacting us.
We are not liable for Commentary posted by you on any third-party website, blog, or social media platform.
We collect and use personal information you provide when placing an Order — such as your name, contact details, payment information, and the recipient's delivery details — to process and deliver your Order, communicate with you about it, and comply with our legal obligations.
Details of what we collect, how we use it, how long we keep it, and your rights over it are set out in our Privacy Policy, available on the Website, which forms part of these Terms.
We will only use your contact details to send you marketing communications (such as promotions or newsletters) if you have consented to receive them, and you may withdraw that consent and unsubscribe at any time.
You agree to use the Website only for lawful purposes.
You must not misuse the Website by knowingly introducing viruses or other malicious material, attempting to gain unauthorised access to the Website, our servers, or any database connected to it, or attacking the Website by way of a denial-of-service attack.
You must not scrape, copy, or extract data from the Website by automated means without our prior written consent.
We may suspend or terminate your access to the Website, without liability, for any breach of this Clause.
We will not be liable for any failure or delay in performing our obligations under a Contract caused by an event outside our reasonable control ("Force Majeure Event").
A Force Majeure Event includes, without limitation: strikes, lock-outs, or other industrial action; civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (declared or not), or the threat or preparation for war; fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or other natural disaster; government-imposed restrictions or lockdowns; impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transport; impossibility of the use of public or private telecommunications networks; and the acts, decrees, legislation, regulations, or restrictions of any government or public authority.
Our performance under a Contract is suspended for the period the Force Majeure Event continues, and we will have an extension of time for performance equal to that period.
We will use reasonable endeavours to bring the Force Majeure Event to an end or to find a way to perform our obligations despite it.
If you are unhappy with any aspect of your Order or our Service, please contact us using the details in Clause 22 (Contact and Notices) as soon as possible so we can investigate and put things right.
We aim to acknowledge complaints promptly and resolve them fairly.
If we are unable to resolve your complaint directly to your satisfaction, you may refer the matter to Egypt's Consumer Protection Agency, without prejudice to any other legal right or remedy you may have.
We operate a loyalty points program (the "Program") for registered customers. By participating in the Program, you agree to the terms of this Clause in addition to the rest of these Terms.
You earn points at the rate of [X] point(s) for every [Y] EGP spent on Products (excluding delivery charges), credited to your account once your Order has been delivered.
We may update this earning rate from time to time; the current rate will be published on the Website.
Points may be redeemed for [discounts or rewards to be confirmed and published on the Website].
We reserve the right to change how points may be redeemed, and their value, at any time, without affecting points already redeemed before that change.
Points expire, and are automatically forfeited, 12 months after they were earned if not used within that period.
If an Order is refunded or cancelled, any points earned on that Order will be deducted from your account, even if this results in a negative balance to be offset against points earned in the future.
Points have no cash value, are personal to your account, and may not be sold, transferred, gifted, or exchanged for cash.
Points cannot be combined with Vouchers or other discount codes on the same Order.
We reserve the right to suspend or terminate your participation in the Program, and to cancel accumulated points, in the event of suspected fraud, abuse, or a breach of these Terms.
We offer an optional "Pending Address Order" service, for an additional charge shown at checkout, which lets you place an Order when you do not have the recipient's delivery address.
To use this service, you only need to provide the recipient's phone number; their delivery address is not required when you place the Order.
Once you place a Pending Address Order, we will contact the recipient by phone, SMS, or WhatsApp to inform them of the gift and to collect their delivery address directly from them.
The recipient's address, once provided to us, is confidential and will not be disclosed to you, the sender, or to any other person, other than as necessary to fulfil delivery of the Order.
We will not prepare or dispatch a Pending Address Order unless and until the recipient has accepted the gift and provided us with their full delivery address through this process.
If the recipient does not accept the gift, or does not provide their address within a reasonable time, the Order will be treated as rejected and we will refund 90% of the total Order amount.
If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful, or unenforceable, that provision will be deemed deleted, and the validity and enforceability of the remaining provisions will not be affected.
These Terms, together with our Privacy Policy and any Dispatch Confirmation, constitute the entire agreement between you and us regarding your Order, and supersede any prior agreement or understanding, whether written or oral, relating to its subject matter.
If we fail to insist that you perform any of your obligations under these Terms, or do not enforce our rights against you, that will not mean we have waived our rights against you, and will not mean you do not have to comply with those obligations.
We may transfer our rights and obligations under a Contract to another organisation, without affecting your rights or our obligations under these Terms.
You may only transfer your rights or obligations under a Contract to another person if we agree in writing.
A person who is not a party to a Contract has no right to enforce any of its terms.
These Terms are drafted in English. Where a translated version is provided for convenience, the English version prevails in the event of any conflict.
These Terms, and any Contract formed under them, are governed by the laws of the Arab Republic of Egypt.
This applies regardless of where you or the recipient are located, including where an Order is placed by a customer outside Egypt for delivery to a recipient within Egypt.
Any dispute arising out of or in connection with these Terms or a Contract that cannot be resolved through our complaints process (Clause 16) will be subject to the exclusive jurisdiction of the competent courts of Cairo, Egypt.
We may revise and amend these Terms from time to time to reflect changes in market conditions, technology, payment methods, applicable laws and regulatory requirements, or our systems' capabilities.
You will be subject to the Terms in force at the time you place an Order, unless a change to those Terms is required by law or a government authority, in which case it will also apply to Orders placed before that change.
All notices to us should be sent to:
We may give you notice by email, using the address you provided when placing your Order.
A notice sent by email will be treated as received on the next business day after it is sent, unless the sender receives an automated message indicating that delivery failed.
Proof that an email was correctly addressed and sent will be sufficient evidence that notice was given.