Terms and Conditions of Sale

These Terms and Conditions of Sale (hereinafter "T&Cs") govern all sales made through the website almaviva.ma (hereinafter "the Site"), operated by:

Any order placed on the Site implies full and unconditional acceptance of these T&Cs. The Customer acknowledges having read the T&Cs before placing an order.

Article 1 — Purpose

These T&Cs define the rights and obligations of the parties in connection with the online sale of products and services offered by Alma Viva on the Site almaviva.ma.

Article 2 — Products and services

Alma Viva offers for sale:

• Fresh flower bouquets — artisan floral arrangements, handcrafted with seasonal flowers selected for their quality and freshness.
• Personalised QR code card — each bouquet comes with a card featuring a unique QR code giving access to an animated personalised message (text, audio or video) created by the sender via the online creation studio.
• Delivery service — order delivery in Rabat, Temara and Casablanca.

Photographs illustrating the products on the Site are for informational purposes only. As natural and perishable products, variations in colour, size, shape or composition are inherent to the nature of flowers and shall in no case constitute a lack of conformity. Alma Viva reserves the right to substitute floral varieties based on seasonal availability, while maintaining equivalent aesthetics and value.

Article 3 — Prices

Product prices are quoted in Moroccan dirhams (MAD) inclusive of all taxes (TTC). The self-employed operator is exempt from VAT in accordance with current legislation.

Delivery fees are indicated separately before order confirmation. Alma Viva reserves the right to modify its prices at any time and without prior notice. The applicable prices are those displayed on the Site at the time the Customer confirms the order.

Article 4 — Orders

The ordering process is as follows:

1. Selection of the desired bouquet from the online catalogue.
2. Creation of the personalised message via the creation studio (text, audio or video, choice of animation and card design).
3. Adding to cart and reviewing the order summary.
4. Entering delivery information (recipient's address, preferred time slot).
5. Acceptance of these T&Cs and the cancellation policy.
6. Payment confirmation.
7. Receipt of a confirmation email summarising the order.

The sale is deemed concluded upon payment confirmation. Alma Viva reserves the right, at its sole discretion and without justification, to refuse or cancel any order, including in cases of: incorrect or incomplete delivery details, suspected fraud, abusive Customer behaviour, product unavailability, or unserviced delivery area. In case of cancellation by Alma Viva, the Customer will be refunded in accordance with Article 7.4.

Article 5 — Payment

Payment can be made by the following methods:

• Bank card (Payzone) — secure online payment by bank card (CMI, Visa, Mastercard) via the Payzone payment platform. Alma Viva does not store any banking data.
• WhatsApp — the Customer is redirected to WhatsApp with their order summary. Payment is finalised directly with the Alma Viva team (bank transfer or other agreed method).

The total order amount is due at the time of confirmation. In case of payment failure, the order is automatically cancelled.

Article 6 — Delivery

Delivery area: Rabat, Salé, Temara and Casablanca.

Timeframes: deliveries are made within the time slot chosen by the Customer at the time of order, subject to flower availability. The delivery date must be set at least 24 hours in advance. Indicated timeframes are estimates and do not constitute a firm commitment, unless otherwise expressly agreed.

Terms: delivery is made to the address provided by the Customer at the time of order. In case of recipient absence, a second attempt may be arranged or the bouquet may be left with a neighbour or doorman, as circumstances allow.

Inspection: the Customer is invited to check the condition of the bouquet upon receipt. Any complaint regarding the condition of the flowers at delivery must be made within 24 hours of receipt, accompanied by photographs, to contact@almaviva.ma.

Article 7 — Cancellation and refund

7.1 — Cancellation by the Customer

The Customer may cancel their order only up to 24 hours before the scheduled delivery slot, by email (contact@almaviva.ma) or WhatsApp (06 63 26 62 73). This deadline is mandatory and no exceptions will be granted.

After this deadline, the order is considered final and can no longer be cancelled, modified or refunded, as the flowers will have already been ordered and/or the bouquet prepared.

7.2 — Refund

In the event of a validated cancellation within the allotted time, the Customer will be refunded the order amount by bank transfer within a maximum of 7 business days. This refund constitutes the Customer's sole remedy. No additional compensation or damages may be claimed.

7.3 — Non-conforming or damaged product

If the delivered bouquet has a manifest defect (damaged flowers, composition not matching the order), the Customer may contact customer service within 24 hours of delivery, with photographs. Alma Viva will then offer, at the Customer's choice, a replacement bouquet or a full refund by bank transfer within 7 business days.

7.4 — Cancellation by Alma Viva

Alma Viva reserves the right to cancel an order in the event of flower unavailability, incorrect delivery details or suspected fraud. The Customer will then be fully refunded by bank transfer within 7 business days.

Article 8 — Right of withdrawal

In accordance with Law 31-08 on consumer protection, the right of withdrawal cannot be exercised for contracts relating to the supply of goods likely to deteriorate or expire rapidly.

Fresh flower bouquets, being perishable products by nature, are expressly excluded from the 7-day right of withdrawal provided by Law 31-08.

The Customer is informed of this before confirming their order and expressly accepts this exclusion. However, the Customer benefits from the cancellation policy described in Article 7 above.

Article 9 — Warranties

Alma Viva undertakes to deliver fresh, quality flower bouquets consistent with the description on the Site, subject to natural variations inherent to floral products.

The personalised message service (QR code) is provided "as is" and "as available". Alma Viva endeavours to ensure service availability for an indicative period of one (1) year from the date of creation, without however guaranteeing uninterrupted or error-free access. Under no circumstances shall Alma Viva be held liable for the loss, unavailability or alteration of hosted content.

In accordance with Law 31-08 on consumer protection and the Dahir of Obligations and Contracts (DOC), the Customer benefits from the legal warranty of conformity and the legal warranty against hidden defects.

Article 10 — Liability

Alma Viva shall not be held liable for total or partial non-performance of the contract in the event of force majeure, including but not limited to: natural disasters, floods, fires, epidemics or pandemics, exceptional weather conditions, strikes, disruptions to postal or transport services, flower supply shortages, IT or telecommunications failures, governmental or administrative decisions, or any other event beyond Alma Viva's reasonable control.

Alma Viva's liability shall under no circumstances be engaged for indirect damages, loss of profit, loss of opportunity or any consequential damage resulting from the use or inability to use the products and services.

Regarding the personalised message service, Alma Viva uses reasonable means to ensure service availability but cannot guarantee uninterrupted or error-free access.

The content of personalised messages (text, audio, video) created by Customers is their sole and exclusive responsibility. The Customer warrants that they hold all necessary rights to the uploaded content. Alma Viva reserves the right to remove without notice or compensation any content deemed unlawful, defamatory, offensive, discriminatory, contrary to public morals or likely to infringe the rights of third parties.

Article 11 — Intellectual property

All elements of the Site (text, images, logos, graphics, icons, animations, software, databases) are the exclusive property of Alma Viva or its partners and are protected by Moroccan Law 2-00 on copyright and related rights, as well as applicable international conventions.

Any reproduction, representation, modification, publication or adaptation of all or part of the Site elements, by any means or process, is prohibited without the prior written consent of Alma Viva.

The Customer retains intellectual property rights over their personalised content (text, audio, video) uploaded to the platform. By uploading such content, the Customer grants Alma Viva a limited, non-exclusive licence to host and distribute said content as part of the personalised message service.

Article 12 — Personal data

Personal data collected in the course of orders is processed in accordance with our Privacy Policy, to which the Customer is invited to refer for detailed information on data processing.

Article 13 — Complaints and mediation

For any complaint, the Customer may contact Alma Viva's customer service:

• By email: contact@almaviva.ma
• By phone / WhatsApp: 06 63 26 62 73

In the event of an unresolved dispute, the Customer may refer to the competent court:

Article 14 — Governing law and jurisdiction

These T&Cs are governed by Moroccan law. In the event of a dispute, and after an attempt at amicable resolution, the courts of Temara or Rabat shall have sole jurisdiction.

Article 15 — Amendment of the T&Cs

Alma Viva reserves the right to amend these T&Cs at any time. The applicable T&Cs are those in effect at the date of the order. The Customer is invited to regularly consult the latest version of the T&Cs available on the Site.