Terms & Conditions

2) Orders & Checkout

• You confirm your order by completing payment online or by following the WhatsApp-assisted payment instructions provided by support.
• You are responsible for entering accurate delivery details (recipient name, phone, address, delivery date, and location).
• We may contact you to confirm details when information is incomplete or appears incorrect.

3) Pricing & Fees

• Item prices and delivery fees are shown at checkout before payment.
• Delivery fees vary by location and delivery method (e.g., standard/express), subject to availability.
• Promos, discounts, and bundles may have specific rules and may be time-limited.

4) Delivery & Timing

• Delivery windows are estimates. Factors like traffic, weather, vendor delays, and access restrictions can affect timing.
• If a recipient is unavailable, we may attempt re-delivery or coordinate an alternative drop-off (extra fees may apply).
• For gated estates/complexes, please ensure the recipient can grant access or provide clear directions/landmarks.

5) Customization

• Some items can be removed, replaced within the same category, or added as extras.
• Where item availability changes, we may propose substitutions of similar value and style.
• Personalized/engraved/perishable items may have stricter cancellation/refund limits.

6) Payments

• Online payments may be processed by a payment provider. Your bank or provider may apply additional charges.
• Orders are only confirmed after successful payment verification.
• If verification fails, we may request an alternative payment or cancel the order.

7) Cancellations & Refunds

Refund eligibility depends on the order stage (sourcing, packaging, dispatched) and the item type (perishable/custom/personalized). Where a refund is approved, processing time may depend on your bank/payment provider.

• Before sourcing: typically eligible for refund (minus any non-recoverable provider fees, if applicable).
• After sourcing/packaging: partial refund may apply depending on vendor commitments.
• After dispatch: generally not refundable, but we’ll help resolve delivery issues.

8) Issues, Returns & Replacements

• If an item arrives damaged or incomplete, contact support as soon as possible with photos (where relevant).
• We may offer a replacement, partial refund, store credit, or another fair resolution depending on the issue.
• Perishable items (flowers, fresh consumables) may have limited return windows.

9) WhatsApp & Communications

• You may contact Charm via WhatsApp for support or manual payment coordination.
• By messaging us, you agree we can respond and provide updates through WhatsApp, email, or phone where needed.

10) Prohibited Use

• Do not misuse the platform, attempt fraud, or place orders using unauthorized payment methods.
• Do not harass staff, riders, or vendors. We may refuse service in such cases.

11) Liability

To the extent permitted by law, Charm is not liable for indirect losses or delays caused by events outside our control (e.g., road closures, extreme weather, vendor stockouts). Our total liability is limited to the amount paid for the affected order.

12) Privacy

Our handling of your personal data is explained in the Privacy Policy. If there’s any conflict, the Privacy Policy governs how data is used.

13) Changes

We may update these Terms from time to time. The “Last updated” date will reflect the latest version. Continued use means you accept the updated Terms.

14) Contact