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Refund and Cancellation Policy

Effective date: 1 October 2026 Last updated: 1 October 2026 This Refund and Cancellation Policy explains how cancellations, changes, quality concerns, replacements, credits, and refunds are handled by ZOYA AND ZARA FZE LLC, trading as Zoya & Zara (Zoya & Zara, we, us, or our). This Policy applies to eligible orders placed through https://zoyaandzara.com and through an ordering channel expressly approved by Zoya & Zara. It should be read together with our Terms and Conditions and does not limit any mandatory consumer right under applicable UAE law.

1. Contacting us

To request a cancellation, order change, replacement, or refund, contact us as soon as possible: - Email: operation@zoyaandzara.com - Telephone/WhatsApp: +971 58 838 1601 - Website: https://zoyaandzara.com Please provide your order number, sender name, delivery date, and a short explanation of the request. For a quality or damage concern, include clear photographs where reasonably possible.

2. Cancellation before preparation

A future-dated order may be cancelled without charge until 24 hours before the scheduled delivery date. An eligible cancellation received before this deadline will be refunded to the original payment method. If an order used a combination of payment methods, discount codes, credits, or gift cards, the refund may be allocated between those methods in the same proportions as the original payment.

3. Cancellation within 24 hours

Orders cancelled less than 24 hours before scheduled delivery are not automatically eligible for cancellation because flowers, packaging, labour, and courier capacity may already have been committed. We will review the order's preparation status. Where preparation has not begun and no non-recoverable cost has been incurred, we may approve a full or partial refund at our discretion, without affecting any mandatory legal right. Same-day orders cannot normally be cancelled after we have accepted the order or started preparation.

4. Orders that cannot normally be cancelled

The following orders cannot normally be cancelled once preparation or procurement has started: - same-day orders; - customized or bespoke arrangements; - personalized cards, ribbons, packaging, or branded materials; - products obtained specifically for the customer; - dispatched orders; and - corporate, event, subscription, or high-value orders governed by a separate accepted quotation or cancellation schedule. This restriction does not apply where cancellation or another remedy is required by UAE law or where we cannot fulfil the confirmed order.

5. Order changes

Requests to change the delivery date, address, recipient, gift message, bouquet, size, or colour preference should be made as early as possible. Changes requested at least 24 hours before scheduled delivery will usually be accepted if stock and delivery capacity permit. A price difference, changed delivery fee, or additional production cost may apply. We will disclose any additional charge before making the change. After preparation or dispatch, a requested change may be unavailable or may require an additional production or delivery charge.

6. Natural variation and substitutions

Flowers are natural, seasonal, and perishable. Individual flowers may vary in colour, shape, size, maturity, and exact appearance. A reasonable natural variation from a photograph is not by itself a defect. When a flower or presentation item is unavailable or does not meet our quality standard, we may use an alternative of equivalent or greater value while preserving the confirmed arrangement's overall size, palette, style, and intended character. If a substitution materially departs from the confirmed product or an agreed substitution preference, contact us promptly. A valid concern may qualify for replacement, redelivery, partial credit, or refund, depending on the circumstances.

7. Damaged, defective, or incorrect orders

Inspect the order promptly after delivery. Contact us if: - the arrangement arrives materially damaged; - the flowers are materially defective at the time of delivery; - the delivered product is materially different from the confirmed order or substitution preference; - an item is missing; or - the wrong order was delivered. Because flowers are perishable and delivery conditions can change quickly, we recommend reporting a visible delivery-condition issue within two hours of delivery. This recommended window helps us investigate freshness, handling, and courier conditions. It does not remove a mandatory consumer right. Please provide: - the order number; - a description of the issue; - clear photographs of the arrangement and affected flowers; - a photograph of the packaging where relevant; - confirmation of when and how the order was received. Do not discard the product until we confirm that it is no longer needed for assessment.

8. Available remedies

When a complaint is accepted, we will provide a remedy appropriate to the nature and extent of the problem. The remedy may include: - correcting the issue where practical; - replacing affected flowers or an affected item; - redelivering the arrangement; - issuing a partial credit or partial refund; or - issuing a full refund. The remedy will consider the product's perishable nature, the portion affected, delivery timing, product availability, the customer's preference, and applicable UAE law.

9. Care and conditions after delivery

We are not responsible for deterioration caused after delivery by: - failure to follow the supplied care instructions; - prolonged exposure to heat, direct sunlight, or a hot vehicle; - insufficient or contaminated water; - unsuitable storage conditions; - mishandling by the recipient or another person; or - an event outside our reasonable control after successful delivery. We remain responsible where the problem existed at delivery or resulted from our failure to meet an applicable obligation.

10. Delivery delays

Delivery times are estimated windows unless a guaranteed time is expressly confirmed in writing. If a material delay is caused by us or our delivery provider, we will review the circumstances and offer an appropriate remedy where the delay has materially affected the order's purpose or where required by law. A delay or failed delivery caused by an incorrect address, missing access information, recipient unavailability, building restrictions, severe weather, road closure, government action, or another event outside reasonable control does not automatically qualify for a refund. We will still take reasonable steps to communicate and reduce the impact.

11. Recipient unavailable or incorrect delivery information

If the recipient is unavailable, we may contact the sender or recipient, leave the order with an authorized reception or security desk, leave it in an expressly authorized safe location, arrange redelivery for an additional charge, or return it to our fulfilment location. Fresh flowers cannot always be safely redelivered after an unsuccessful attempt. A refund is not normally available where delivery failed because the customer supplied an incorrect or incomplete address, omitted important access information, or the recipient was unavailable and no authorized alternative was possible. Any proposed redelivery or replacement charge will be disclosed for approval before we proceed.

12. Delivery charges

A completed delivery charge is generally not refundable. A delivery charge may be refunded in full or in part where the delivery service was not properly provided because of our failure or where a refund is required by applicable law.

13. Promotions and discount codes

A refund for an order purchased with a discount is based on the amount actually paid for the affected product. A redeemed discount code normally has no cash value and may not be reissued unless the promotion's terms state otherwise or we decide that reissue is appropriate.

14. Corporate, event, and subscription orders

Corporate, event, recurring, and other high-value orders may require advance procurement, reserved production capacity, a deposit, or custom materials. Their quotation or written agreement may include a separate cancellation and refund schedule. Where a separate accepted agreement conflicts with this Policy, that specific agreement applies to the relevant order, subject to mandatory UAE law. Corporate refund enquiries may be sent to business@zoyaandzara.com.

15. How refunds are paid

Approved refunds are normally returned to the original payment method through Paymob. We do not normally issue a cash refund for an electronic payment unless required by law or expressly agreed. We will initiate an approved refund within 5-7 business days after approval. The customer's bank, card network, Paymob, or another payment provider may require additional processing time before the funds appear. We will confirm when the refund has been initiated. If the funds have not appeared after the processing period stated by the bank or payment provider, contact operation@zoyaandzara.com with the order and refund reference.

16. Orders cancelled by Zoya & Zara

We may cancel an order if: - payment is not authorized; - suitable flowers or materials are unavailable; - the order cannot be safely or lawfully fulfilled; - the address is outside current delivery capability; - required information cannot be verified; - the order or gift message is unlawful, abusive, fraudulent, or violates our Terms; or - an event outside reasonable control makes fulfilment impracticable. If we cancel an order for reasons not caused by customer misconduct or a fraudulent transaction, we will refund the affected amount or offer an alternative that the customer may accept or decline.

17. Consumer rights and complaints

Nothing in this Policy excludes or limits a right or remedy that cannot legally be excluded or limited under UAE law. If you are dissatisfied with our response, contact: - Customer service: operation@zoyaandzara.com - Telephone/WhatsApp: +971 58 838 1601 - Postal address: CWS-1V-228290, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates You may also contact the UAE Ministry of Economy or the competent consumer-protection authority or Department of Economic Development.

18. Company information

- Legal company name: ZOYA AND ZARA FZE LLC - Trading name: Zoya & Zara - Commercial licence number: 2628120673888 - Licensing authority: Ajman NuVentures Centre Free Zone (ANC Free Zone) - Registered address: CWS-1V-228290, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates - Website: https://zoyaandzara.com

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Privacy Policy

Effective date: 1 October 2026 Last updated: 1 October 2026 This Privacy Policy explains how ZOYA AND ZARA FZE LLC, trading as Zoya & Zara (Zoya & Zara, we, us, or our), collects, uses, discloses, stores, and protects personal data when you use https://zoyaandzara.com, place an order, contact us, receive a delivery, interact with our social-media accounts, or use our corporate services.

1. Who is responsible for your personal data

The controller responsible for the processing described in this Policy is: - Legal company name: ZOYA AND ZARA FZE LLC - Trading name: Zoya & Zara - Commercial licence number: 2628120673888 - Licensing authority: Ajman NuVentures Centre Free Zone (ANC Free Zone) - Registered address: CWS-1V-228290, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates - Privacy email: info@zoyaandzara.com - Telephone/WhatsApp: +971 58 838 1601 - Website: https://zoyaandzara.com - Data Protection Officer: No formal Data Protection Officer is currently appointed. Privacy requests are handled through info@zoyaandzara.com.

2. Scope

This Policy applies to personal data handled through our website, online checkout, WhatsApp, telephone, email, social-media profiles, corporate-ordering services, customer support, and delivery operations. It does not govern an independent third-party website, platform, payment service, or social network that publishes its own privacy notice.

3. Personal data we collect

Depending on how you interact with us, we may collect:

Customer and account information

- name; - email address; - telephone or WhatsApp number; - account credentials and preferences; - billing address; and - company name, job title, tax details, or purchase-order information for corporate customers.

Recipient and delivery information

- recipient name; - recipient telephone number; - delivery address and map or location information; - building, access, reception, security, or delivery instructions; - requested delivery date and time window; and - delivery status, issue notes, and permitted proof of delivery. Recipient data is often supplied by the person purchasing the gift. We use it for fulfilment and service administration, not to place the recipient on a marketing list without a separate lawful basis.

Order and transaction information

- products, customizations, selected palette, and substitution choice; - occasion and gift-message details; - order value, currency, payment status, discounts, refunds, and invoice data; - order history and customer-support records; and - quality, replacement, complaint, or courier-incident photographs. Please avoid putting sensitive personal information in a gift message or delivery instruction unless it is genuinely necessary.

Payment information

Payments are processed by Paymob. Payment card details are entered through the payment process provided for the transaction. We receive transaction references, payment status, card type, and limited masked details rather than the complete card number or security code. Zoya & Zara does not ask customers to send card details by email, chat, or WhatsApp and does not intentionally store complete card numbers or card security codes on its own systems.

Website, device and analytics information

- IP address; - browser, device, and operating-system information; - pages viewed, links selected, referring source, session time, and checkout events; - approximate location derived from IP address; - cookie and similar-technology identifiers; - advertising attribution and campaign information.

Communications and marketing information

- emails, chats, calls, direct messages, feedback, and survey responses; - marketing subscriptions and consent records; - language and communication preferences; - interactions with our advertisements and social-media content.

4. How we collect personal data

We collect personal data: - directly from you when you browse, order, register, contact us, or subscribe; - from a sender who provides recipient details for a gift delivery; - from corporate customers that provide authorized recipient or employee lists; - automatically through cookies and similar technology; - from payment processors, couriers, customer-support tools, and other providers involved in the transaction; - from social-media and advertising platforms, subject to your settings and their terms; and - from lawful public or business sources where needed for corporate sales, fraud prevention, or verification.

5. Why we use personal data

We process personal data only when we have an appropriate lawful basis under applicable law. Purposes may include: | Purpose | Typical basis | |---|---| | Create and manage an account | Contract or steps requested before a contract | | Accept payment and fulfil an order | Contract | | Contact the sender or recipient about delivery | Contract and legitimate operational interests, where permitted | | Handle substitutions, complaints, refunds and support | Contract, legal obligations and legitimate interests | | Issue invoices and maintain required records | Legal obligation | | Prevent fraud, misuse and security incidents | Legal obligation and legitimate interests | | Improve products, delivery and website performance | Legitimate interests, where permitted, or consent where required | | Send promotional email, SMS or WhatsApp messages | Consent or another basis expressly permitted by law | | Measure advertising and personalize non-essential marketing | Consent where required | | Establish, exercise or defend legal claims | Legal obligation and legitimate interests | | Complete a lawful corporate transaction | Legitimate interests and legal obligations | Where consent is the basis, you may withdraw it at any time. Withdrawal does not affect processing already carried out lawfully.

6. Gift recipients

If you order for someone else, you should provide only the information required to complete the delivery and make sure you are entitled to provide it. Where appropriate, tell the recipient that Zoya & Zara and its delivery partners will use their information to coordinate and complete the delivery. We may contact a recipient to confirm location, access, availability, or delivery status. We do not use recipient contact information for unrelated marketing merely because they received a gift.

7. Marketing communications

We will send promotional messages only where permitted by applicable law. Where consent is required, marketing consent will be requested separately and will not be made a condition of purchasing flowers. Zoya & Zara does not currently operate a promotional email, SMS, or WhatsApp marketing programme. If one is introduced, it will use the consent and opt-out controls required by applicable law. You may withdraw a marketing preference through the unsubscribe or opt-out method provided in the message or by contacting info@zoyaandzara.com. Service communications about an active order are not marketing and may continue where necessary to fulfil the order. We do not sell personal data. We do not provide customer or recipient details to another business for its independent marketing without an appropriate lawful basis and required notice or consent.

8. Cookies and similar technologies

We use strictly necessary cookies and similar technologies to operate the website, maintain security, support the cart and checkout, and remember essential session information. At the date of this Policy, the website does not use Google Analytics 4, Meta Pixel, TikTok Pixel, or another advertising pixel. It does not intentionally place analytics or advertising cookies. You can control cookies through your browser settings. Blocking strictly necessary cookies may prevent the cart, checkout, security, or other essential website functions from working correctly. If we later introduce analytics, advertising, or other non-essential cookies, we will update this Policy and provide any notice, consent control, and cookie settings required by applicable law before activating them.

9. When we share personal data

We may share only the information reasonably necessary with: - florists, production staff, and fulfilment partners; - courier and delivery providers; - payment processors, banks, and fraud-prevention providers; - ecommerce, hosting, cloud-storage, database, security, and customer-support providers; - email, SMS, WhatsApp, and communication providers; - analytics and advertising providers, subject to consent where required; - accountants, auditors, insurers, legal advisers, and professional consultants; - a purchaser, investor, or successor in a proposed or completed business transaction, subject to appropriate safeguards; - courts, regulators, law-enforcement bodies, tax authorities, licensing authorities, or other public bodies where disclosure is required or legally permitted. Our service providers are expected to process personal data only for authorized purposes, protect it appropriately, and comply with applicable contractual and legal requirements.

10. International transfers

Some service providers may store or process personal data outside the UAE. Where personal data is transferred internationally, we will use a transfer mechanism and safeguards required by applicable UAE law. These may include transfer to a jurisdiction recognized as providing adequate protection, contractual protections, explicit consent where valid, or another legally permitted exception. Contact info@zoyaandzara.com if you would like information about the safeguards used for a particular transfer, subject to confidentiality and legal limitations.

11. Data security

We use technical and organizational measures designed to protect personal data against accidental or unlawful destruction, loss, alteration, disclosure, or access. Measures may include access controls, role-based permissions, authentication, encryption where appropriate, secure payment processing, backups, monitoring, staff training, and service-provider reviews. No internet or storage system is completely secure. If a personal-data breach occurs, we will investigate and make notifications to the competent authority and affected individuals where required by applicable law.

12. Data retention

We retain personal data only for as long as reasonably necessary for the stated purpose and any applicable legal, accounting, tax, licensing, dispute, or fraud-prevention requirement. Our expected retention approach is: | Information | Expected period | |---|---| | Active account information | While the account remains active, then 2 years after closure unless longer retention is required | | Orders, invoices, payment and tax records | The period required by applicable UAE commercial and tax law | | Delivery and customer-support records | 2 years after completion or case closure | | Quality-issue photographs | 12 months after resolution, unless needed for a claim | | Marketing consent and suppression records | While subscribed and as needed to prove or respect the preference | | Strictly necessary cookie and security records | For the period required to operate, secure, and troubleshoot the relevant session or service | | Unsuccessful corporate enquiry records | 18 months after the last meaningful contact | When retention is no longer necessary, we delete, anonymize, or securely isolate the information as appropriate.

13. Your privacy rights

Subject to applicable law and relevant exceptions, you may have the right to: - obtain information about processing and request access to personal data; - request correction or completion of inaccurate data; - request deletion where the data is no longer needed or another legal ground applies; - request restriction or suspension of processing in certain circumstances; - object to certain processing, including direct marketing; - request transfer of personal data in a structured and machine-readable form where applicable; - withdraw consent where processing relies on consent; - object to decisions based solely on automated processing where applicable; - submit a complaint to the competent UAE data-protection authority. To exercise a right, email info@zoyaandzara.com with enough information to identify you and the request. We may request reasonable identity verification. We will respond within the period required by applicable law and explain if an exception applies. Rights relating to recipient information may be limited where retention or processing remains necessary to complete an order, comply with law, prevent fraud, or establish or defend a legal claim.

14. Automated processing

We may use automated tools to detect fraud, prioritize support, recommend products, or measure advertising. We do not intend to make a decision producing legal or similarly significant effects based solely on automated processing without providing the safeguards required by law. Update this section if the website later introduces automated credit, eligibility, pricing, or other significant decision-making.

15. Children

Our services are not directed to children, and we do not knowingly collect children's personal data for marketing. An order by a person under 18 must be placed or approved by a parent or legal guardian. If you believe a child has provided personal data improperly, contact info@zoyaandzara.com.

16. Photographs, reviews and user content

We will not publish a customer's name, review, order photograph, recipient image, private message, or delivery image for marketing merely because it was submitted for service or support. Where we request permission to publish content, the request will identify the intended use. You may withdraw permission for future use by contacting us, subject to material already lawfully printed, published, or committed to a campaign and any applicable legal limitation.

17. Social media and third-party links

When you interact with us through Instagram, Facebook, TikTok, WhatsApp, or another platform, that platform also processes information under its own privacy terms. Review your platform settings and the relevant provider's privacy notice. Our website may link to external sites. We are not responsible for an independent site's privacy practices merely because we provide a link.

18. Changes to this Policy

We may update this Policy to reflect legal, technical, or operational changes. We will publish the revised version with a new last-updated date. Where a change materially affects your rights or our use of personal data, we will provide additional notice or request consent where required.

19. Contact and complaints

Questions, requests, and complaints may be sent to: - Privacy email: info@zoyaandzara.com - Telephone/WhatsApp: +971 58 838 1601 - Postal address: CWS-1V-228290, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates - Privacy contact: info@zoyaandzara.com. No formal Data Protection Officer is currently appointed. We will investigate privacy complaints fairly and promptly. You may also complain to the competent UAE data-protection authority or another competent regulator where applicable.

20. Language

This Policy should be made available in Arabic and English. A Russian translation may be provided for convenience. Specify the controlling language only after receiving UAE legal advice and ensure that no translation limits mandatory rights.

Terms and Conditions

Effective date: 1 October 2026 Last updated: 1 October 2026 These Terms and Conditions (the Terms) govern access to and use of https://zoyaandzara.com and any related ordering channel operated by ZOYA AND ZARA FZE LLC, trading as Zoya & Zara (Zoya & Zara, we, us, or our), including orders placed through our website, WhatsApp, social-media profiles, or an approved corporate-ordering channel. By placing an order, you confirm that you have read and accepted these Terms. Nothing in these Terms limits any right or remedy that cannot legally be limited under applicable UAE law.

1. About us

- Legal company name: ZOYA AND ZARA FZE LLC - Trading name: Zoya & Zara - Commercial licence number: 2628120673888 - Licensing authority: Ajman NuVentures Centre Free Zone (ANC Free Zone) - Registered address: CWS-1V-228290, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates - Customer service email: operation@zoyaandzara.com - Corporate enquiries: business@zoyaandzara.com - Telephone/WhatsApp: +971 58 838 1601 - Website: https://zoyaandzara.com We operate as an online flower and gifting business delivering across the United Arab Emirates. We do not represent a warehouse, studio, or fulfilment location as a customer-facing shop unless it is expressly identified as open to visitors.

2. Eligibility and account information

You must have legal capacity to enter into a contract. If you are under 18, an order must be placed or approved by a parent or legal guardian. You are responsible for ensuring that all information supplied with an order is accurate and complete, including the sender's contact details, recipient's name and telephone number, delivery address, access instructions, delivery date, and gift message. If you create an account, you are responsible for keeping its login details confidential and for notifying us promptly if you suspect unauthorized use.

3. Products and natural variation

Flowers are natural and seasonal products. Colour, shape, size, stem count, maturity, and arrangement may vary slightly from photographs. Screens may also display colours differently. Product photographs are intended to show the overall style, palette, scale, and presentation rather than guarantee identical individual stems. Product pages will state, where applicable: - the current price; - the intended size or approximate dimensions; - representative flowers or stems; - the colour palette and arrangement style; - available delivery areas and timing; - important care information; and - the applicable substitution approach. Vases, wrapping, ribbons, and other presentation materials may vary when an advertised item is unavailable, provided that the replacement maintains the confirmed presentation standard and is of equivalent or greater value.

4. Substitutions

Seasonal availability, quality control, and supply conditions may make substitutions necessary. We will not use a stem merely to match a photograph if it does not meet our quality standard. Unless a product page states otherwise, we may substitute individual flowers or presentation materials with alternatives of equivalent or greater value while preserving the arrangement's confirmed size, overall palette, style, and intended character. If a proposed substitution would materially change the confirmed product, we will use reasonable efforts to contact the customer for approval. If we cannot reach the customer and the order is time-sensitive, we will follow the substitution preference selected at checkout. If no preference was selected, we may either make a reasonable substitution or contact the customer to reschedule or cancel and refund the affected item.

5. Prices, VAT and payment

Prices are shown in UAE dirhams (AED). Prices will clearly state whether UAE VAT is included or added at checkout, as applicable to our tax status. Delivery charges, remote-area charges, priority fees, and other optional costs will be disclosed before payment. We may correct a clear pricing or description error before accepting an order. If an error affects an order already submitted, we will notify you and offer the choice of confirming the corrected order or receiving a refund. Payment is processed through Paymob. Available payment methods may change. You confirm that you are authorized to use the selected payment method. Where required, we will provide a dated digital invoice containing the information required by applicable UAE law.

6. Order submission and acceptance

Submitting an order is an offer to purchase. An automated email, message, or payment notification only confirms receipt and does not guarantee acceptance. An order is accepted when we send an express acceptance or preparation confirmation. Acceptance remains subject to payment authorization, stock quality, delivery capacity, service-area coverage, and any necessary recipient or address verification. If we cannot accept or fulfil an order, we will notify you and refund the affected amount to the original payment method or offer an alternative that you may accept or decline.

7. UAE-wide delivery

We deliver across all seven UAE emirates, subject to product eligibility, courier coverage, delivery capacity, cut-off times, and any remote-area restrictions displayed during ordering. Same-day delivery is available only for selected products, locations, and order cut-offs. It must not be assumed to apply throughout the UAE. Scheduled delivery may be required for certain areas, including remote locations. Delivery fees and available windows may vary by emirate, city, zone, order value, product size, and required delivery speed. The available option shown or confirmed for the order applies. Delivery times are estimated windows unless we expressly confirm a guaranteed time in writing. We will take reasonable care to meet the confirmed window and will communicate a material delay when reasonably possible. Delays may result from traffic, severe weather, road closures, building access, security procedures, incorrect information, recipient unavailability, government restrictions, courier incidents, or events outside reasonable control. This does not remove any mandatory right or remedy available under UAE law.

8. Recipient contact and delivery attempts

You authorize us and our delivery partners to contact the sender and recipient for order coordination, access instructions, and delivery updates. Recipient information will not be added to marketing lists merely because a gift was delivered to them. If the recipient is unavailable, we may, depending on the order and circumstances: - contact the recipient or sender; - leave the order with reception, security, a colleague, neighbour, or another person authorized by the sender or recipient; - leave the order in a safe place expressly authorized by the sender or recipient; - attempt redelivery for an additional charge; or - return the order to our fulfilment location. Fresh flowers cannot always be redelivered safely after an unsuccessful attempt. Additional production or delivery costs may apply where the failure results from an incorrect address, missing access information, recipient unavailability, or a requested delivery change after dispatch. We will disclose and obtain approval for any additional charge before proceeding. Where permitted and appropriate, delivery confirmation may include a timestamp, delivery status, recipient or authorized person's name, or a photograph that avoids unnecessary personal information.

9. Changes and cancellations

Contact us immediately at operation@zoyaandzara.com or +971 58 838 1601 to request a change or cancellation. - A future-dated order may be changed or cancelled without charge until 24 hours before the scheduled delivery date. - A same-day, customized, or personalized order cannot normally be changed or cancelled after preparation has started. - A dispatched order cannot normally be cancelled. - Corporate or high-value custom orders may be subject to a separate written quotation, deposit, and cancellation schedule. We will always apply mandatory consumer rights. If we agree to a cancellation, any approved refund will be returned through the original payment method unless otherwise agreed or legally required.

10. Quality concerns, damage and remedies

Please inspect the order promptly. If it arrives materially damaged, does not follow the confirmed material substitution, or is otherwise defective, contact us as soon as reasonably possible at operation@zoyaandzara.com or +971 58 838 1601. To help us investigate, provide the order number and clear photographs of the arrangement, packaging, and issue. For perishable products, we recommend reporting a visible delivery-condition issue within two hours of delivery. This requested reporting window helps us investigate freshness, handling, and courier conditions; it does not remove any mandatory consumer right. Where a complaint is valid, the appropriate remedy may include repair where meaningful, replacement, redelivery, partial credit, or refund, depending on the nature of the issue and applicable law. We are not responsible for deterioration caused after delivery by failure to follow supplied care instructions, prolonged heat exposure, lack of water, unsuitable storage, mishandling, or circumstances outside our control. We remain responsible where the problem existed at delivery or was caused by our failure to meet an applicable obligation.

11. Refund processing

Approved refunds are issued to the original payment method unless another method is legally required or agreed. We will initiate the refund within 5-7 business days after approval. The time taken for funds to appear may depend on the bank, card network, Paymob, or another payment provider involved in the transaction. Delivery charges may be refundable where the delivery service was not properly provided or where required by law. Otherwise, completed delivery charges are generally not refundable.

12. Gift messages and customer content

You are responsible for any message, name, image, logo, or other material submitted with an order. It must not be unlawful, threatening, abusive, discriminatory, defamatory, fraudulent, obscene, infringing, or intended to harass or impersonate another person. We may refuse or remove content that we reasonably believe violates these Terms or applicable law. Refusal of unlawful or abusive content does not require us to fulfil the order in another form if the order's purpose is compromised; we will address any payment in a fair and lawful manner. You grant us a limited right to reproduce submitted content only as needed to fulfil the order. We will not use private gift messages in marketing.

13. Promotions, discount codes and gift cards

Promotions are subject to their published validity period, eligibility, products, minimum spend, territory, and redemption limits. Unless stated otherwise: - one code may be used per order; - codes cannot be exchanged for cash; - codes cannot be applied retrospectively; and - discounts do not apply to delivery charges or excluded products. Any gift-card expiry, refund, transfer, or replacement conditions will be disclosed at purchase and must comply with applicable UAE law.

14. Corporate orders

Corporate orders may be governed by an accepted quotation, statement of work, credit arrangement, subscription schedule, or other written terms. If those documents conflict with these Terms, the specifically agreed corporate terms prevail for that order, except where a mandatory law provides otherwise. Corporate enquiries may be sent to business@zoyaandzara.com. The corporate customer is responsible for lawfully providing recipient lists and for keeping them accurate. We use recipient information only for fulfilment and related service administration unless the recipient separately chooses to receive marketing.

15. Website use and intellectual property

The website and its text, product names, photographs, videos, illustrations, logos, designs, and arrangement presentation are owned by or licensed to ZOYA AND ZARA FZE LLC and are protected by applicable intellectual-property laws. You may use the website only for lawful personal or business purchasing. You must not scrape, copy, republish, reverse engineer, interfere with, or commercially exploit the website or its content without written permission, except where applicable law expressly allows it.

16. Third-party services and links

Our website may use or link to services operated by payment processors, couriers, mapping providers, analytics services, social networks, or other third parties. Their own terms and privacy notices may apply. We are responsible for our selection and use of service providers as required by law, but we do not control an independent third-party website merely because we link to it.

17. Availability and security

We aim to keep the website accurate, secure, and available, but uninterrupted access cannot be guaranteed. We may suspend access for maintenance, security, legal compliance, or operational reasons. You must not attempt unauthorized access, introduce malicious code, or disrupt the website or connected systems.

18. Liability

We are responsible for losses that are a direct and reasonably foreseeable result of our breach of these Terms or failure to exercise legally required care. To the maximum extent permitted by law, we are not responsible for indirect or unforeseeable loss, loss caused by inaccurate information supplied by the customer, or business loss arising from a consumer order. For a business customer, any separately agreed quotation or contract may contain an appropriate liability allocation. Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, death or personal injury caused by negligence, breach of mandatory consumer rights, or any liability that cannot legally be excluded or limited.

19. Events outside reasonable control

We are not responsible for delay or failure caused by an event outside our reasonable control, including severe weather, flood, road closure, accident, government action, public emergency, telecommunications failure, widespread payment outage, supply interruption, or courier network disruption. We will take reasonable steps to reduce the impact, communicate material changes, and provide any remedy required by law.

20. Privacy

Our collection and use of personal data are described in our Privacy Policy at https://zoyaandzara.com/privacy-policy. By providing recipient information, you confirm that you are entitled to provide it for the purpose of arranging the gift or delivery. Where appropriate, you should tell the recipient that their details will be shared with us and our delivery partners for fulfilment.

21. Changes to these Terms

We may update these Terms to reflect legal, operational, or service changes. The version published when an order is placed generally applies to that order unless a change is required by law or expressly agreed. We will display the effective or last-updated date at the top of this page.

22. Complaints and dispute resolution

Contact us first so we can try to resolve the matter promptly: - Email: operation@zoyaandzara.com - Telephone/WhatsApp: +971 58 838 1601 - Postal address: CWS-1V-228290, 26th Floor, Amber Gem Tower, Ajman, United Arab Emirates Nothing in this section prevents a consumer from contacting the UAE Ministry of Economy, the competent consumer-protection authority, or the Department of Economic Development in the relevant emirate.

23. Governing law and courts

These Terms are governed by the applicable federal laws of the United Arab Emirates and the applicable laws of the Emirate of Ajman, without limiting any mandatory consumer protection available to you. The courts of Ajman will have jurisdiction, subject to any mandatory jurisdiction, consumer complaint process, or other right available under applicable law.

24. General provisions

If any part of these Terms is found invalid or unenforceable, the remaining provisions will continue to apply. A delay in enforcing a right is not a waiver of that right. We may transfer our rights and obligations as part of a lawful business transfer, provided your rights are not adversely affected. You may not transfer an order or contractual right where doing so would materially affect fulfilment without our consent. These Terms, together with the order confirmation and any specifically incorporated policy or quotation, form the agreement relating to the order.

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