The Legal Stuff

THE LEGAL STUFF

Below you will find our terms and conditions, privacy policy and cookie policy. Please contact us if you have any further questions. 

TERMS & CONDITIONS

Products and Services

Romeo & Succulent prides itself on supplying beautiful and premium quality plants and flowers, however, all of the products listed are subject to availability. In the event of supply difficulties, we reserve the right to substitute a previously agreed item within a design with another item of equivalent value and quality without notice – including specific plants or flowers and sundries that may not be available. All customers must be aware that flowers and plants are natural products and colours, shape and size may differ and/or be unavailable to those agreed but we will always make every possible effort to source products accordingly.

In the event that Romeo & Succulent are unable to supply product, service or any substitute product or service to you at all, we shall notify you as soon as possible and issue a refund in full.

The 1 hour consultation to discuss weddings, events or funerals will be made by appointment only. The first consultation is complimentary for 1 hour. Romeo & Succulent reserve the right to cancel or amend any appointments. 

If you decide to book your wedding or event with Romeo & Succulent (and we really hope you do!) we are available for contact by phone, WhatsApp and email at any stage to answer any questions and queries you may have. Additional consultations in person can be chargeable at our discretion to cover time and travel.

Prices quoted for all services will remain valid for 14 days from the date on the proposal, which will be sent to you by email after the first consultation. 

Non-event flowers, such as bouquets, will be delivered in bud to increase vase life. 

Our ‘whirlwind weddings’ floral and foliage packages are sold with no consultation and you will be asked to sign a waiver. These packages are strictly sold on the understanding that they will contain variable flowers and foliage and at no point can the purchaser insist on any customisation. We always do our very best to make every floral piece we create look its very best, and this service is no different. 

Although we always endeavour to keep the prices as close as possible to the original quote, when quoting in advance, it is difficult to secure costs as flower and plant prices can change significantly day by day. If there are any significant price changes, we shall notify you as soon as possible. For this reason, all quotes should be taken as a guide price. 

The final invoice will be sent to you once our services have been confirmed. Full payment must be received no later than 6 weeks before the event. Romeo & Succulent reserves the right to cancel and services if payment is not made on the specified date, neither are we obliged to offer any form of refund or compensation on previously made payments.

All flowers and plants will be ordered between 10 and 14 days before the date of the event. No significant changes can be made once the order has been placed without additional fees. We will always try to accommodate any last minute alterations, however, if any changes are required after the order has been placed, this must be received in writing. 

All flowers, plants and props for events will be personally delivered and set up by Romeo & Succulent on the day of the event, or at an alternative specified time and date. It is entirely your responsibility to ensure that we can access the event location in order to do so. It is essential that someone is there to meet us to confirm delivery and set up. Any items that are dropped off at a different location to the main event (for example, bridesmaid posies or buttonholes for the groom’s men) are entirely your responsibility from the moment of delivery, and we are not accountable for any items that are forgotten, damaged or otherwise affected afterwards. 

Romeo & Succulent are in no way responsible for any damage caused to plants, flowers or any other items supplied (eg. props) once we have left the set up. Breakages, burns, theft, disfigurement or any other type of damage caused will be entirely your responsibility and will be deducted from the deposit. 

In order to maintain our high level of service and quality, we require that we are the sole provider of floral arrangements, plants and associated decor. If you wish to use another provider, or add your own arrangements, please discuss this at the consultation. We reserve the right to cancel our services with no refund given if we feel this request has not been respected. 

Items that have been hired or borrowed (including but not limited to; plants, vases, plant pots, candle holders, glassware and other props) shall at all times remain the property of Romeo & Succulent. All items must be returned in the condition they were delivered, or a full replacement fee at retail value for the item(s) will be charged. You are entirely responsible for the items during the period of hire, from delivery until collection by Romeo & Succulent. Hire period, along with return and collection details, will be defined prior to the day of the event. 

Delivery 

Romeo & Succulent offer free delivery within 5 miles of Norwich. We use Google Maps as our point of reference and it is entirely our decision as to which price-band for delivery you fall into. Beyond 5 miles, prices are charged at an extra £2.00 within 10 miles, an extra £3.00 within 15 miles, an extra £4.00 within 20 miles, an extra £6.00 within 30 miles of Norwich and an extra £10.00 within 40 miles. Beyond this a fee will be agreed between Romeo & Succulent and the purchaser. 

All flower and plant items are personally hand-delivered by Romeo & Succulent either by bicycle or in our own vehicle. We do not outsource this service as we like to ensure our products get to you safely. We are not responsible for any delays caused due to traffic incidents, natural disasters, road closures or any other unforeseeable event whilst on delivery. 

It is your responsibility to ensure that we are given the correct details (name, address and postcode) in relation to delivery, including a telephone number, in case any problems should arise. Romeo & Succulent is not responsible for any problems resulting in problems due to incorrect details being given. 

All flowers and plants will be delivered at the specified time arranged between Romeo & Succulent and the recipient. We will always endeavour to take into consideration any last minute time changes by yourself, however, we are unable to guarantee that changes can be honoured. In the unlikely event that we have to change the delivery time, we will notify you as soon as possible.

All non-plant/flower items are sent through the Royal Mail or other courier. Prices will be changed at the standard rates as per the delivery supplier and applied checkout. We will always send our items through a recorded service to ensure they arrive safely. We are not responsible for items which do not arrive, or arrive broken/faulty. You must let the delivery company know immediately upon receipt if you have a problem with an item before informing us, so we can take it up with the delivery supplier. 

If you request that we leave your item(s) in a safe place, we are not responsible for any misfortune that may fall upon these items. Theft, damage or loss of any kind is not our responsibility, therefore we encourage all deliveries to be received by hand. 

Any items posted internationally may be subject to import fees or other postage related costs, these are entirely the responsibility of the purchaser. Romeo and Succulent are in no way responsible for any of these charges.

Packaging

In an effort to reduce our use of plastic as much as possible, all bouquets and similar floral arrangements will be delivered in a glass jar wrapped with material ribbon and recycled paper. We do not wrap our flowers in cellophane or plastic ribbon. This is part of our commitment to the environment, and to be frank, we think it looks nicer too.

Deposit 

If you choose to book with us, a deposit will be required to secure the date. All deposits are non-refundable. 

For items that are hired ONLY (vases, glassware etc), a refundable deposit will be taken at time of booking to cover any damages or losses. All missing, broken or damaged items will be charged at full retail value, the amount of which will be deducted from the deposit. 

Cancellation 

If you wish to cancel or amend an order of a bouquet or similar small/single item, we must receive notification within 48 hours and a full refund will be given, minus a £2.00 admin fee. No refund will be given for any cancellations or amendments made within 48 hours of delivery. 

If you wish to cancel our events services, you must notify Romeo & Succulent as soon as possible. 

Timescales and refund amounts are as follows;

9 months or more before the date of the event : full refund minus £20 admin fee

6 – 8 months before the date of the event : 75% refund minus £20 admin fee 

4 – 5 months before the date of the event : 50% refund minus £20 admin fee 

6 weeks – 3 months before the date of the event : 25% refund minus £20 admin fee 

6 weeks or less before the date of the event: No refund.

Workshops

All workshops must be paid in full upon booking, this secures your space on the requested date. Spaces can not be held unless full payment is made.

If you are unable to attend a workshop, we will do all we can do transfer your space to another suitable workshop. If this is not possible, the following fees apply;

Up to 2 months before the workshop : Full refund minus £5 admin fee 

Up to 1 month before the workshop : 25% refund minus £5 admin fee

Within 1 month of the workshop : No refund 

Workshop tickets can be transferred into another persons name if you are unable to attend. In this instance it is your responsibility to let us know the name of the person who will be taking the ticket. Failure to do so will result in refused entry.  

You will be asked to sign a disclaimer for all workshops to protect us and you during the workshop. 

Shop 

All plants (NOT flowers) are guaranteed for 10 days from receipt. We provide healthy plants and it is your responsibility to maintain them. Plants are non-refundable and non-exchangable. 

Sale items are non-refundable.

Website

All copyrights relating to all information, text and images on this website are the property of Romeo & Succulent. Any use of the images, including the reproduction, modification, distribution or replication of the images, without the written permission from us is strictly prohibited.

We endeavour to ensure that the information on this website is correct and up to date, however, we do not warrant the accuracy of the material on this website. We may make changes to the material on this website, or to the products and prices described in it, at any time without notice. 

If you use any third party links on this website, which we provide in good faith for your convenience, you leave this website. We have not reviewed all of these third party websites and do not control and are not responsible for these websites or their content or availability. We therefore do not endorse or make any representations about them, or any material found therein, or any results that may be obtained from using them. If you decide to access any of the third party websites linked to this website, you do so entirely at your own risk.

Complaints

We sincerely hope that you are happy with the service you receive from Romeo & Succulent, however, if you have any concern or complaint, please contact us immediately.

We will always provide full care advice for all of our plant and flower products, and we request that this is adhered to.

Complaints for rest flowers or plants must be made within 12 hours of receipt due to the perishable nature of the products. Please do not throw your flowers or plants away, we will need to check them for any problems.

Disclaimer

Whilst we agree to use our reasonable endeavours to ensure that the site and/or the service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any defects and/or interruption of the site and/or our service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the site and/or our service impossible or impractical.

COOKIES

1) What’s a cookie?

– A “cookie” is a piece of information that is stored on your computer’s hard drive and which records how you move your way around a website so that, when you revisit that website, it can present tailored options based on the information stored about your last visit. Cookies can also be used to analyse traffic and for advertising and marketing purposes.

– Cookies are used by nearly all websites and do not harm your system.

If you want to check or change what types of cookies you accept, this can usually be altered within your browser settings. You can block cookies at any time by activating the setting on your browser that allows you to refuse the setting of all or some cookies. However, if you use your browser settings to block all cookies (including essential cookies) you may not be able to access all or parts of our site.

2) How do we use cookies?

– We use cookies to track your use of our website. This enables us to understand how you use the site and track any patterns with regards how you are using our website. This helps us to develop and improve our website as well as products and / or services in response to what you might need or want.

– Cookies are either:

– Session cookies: these are only stored on your computer during your web session and are automatically deleted when you close your browser – they usually store an anonymous session ID allowing you to browse a website without having to log in to each page but they do not collect any personal data from your computer; or

– Persistent cookies: a persistent cookie is stored as a file on your computer and it remains there when you close your web browser. The cookie can be read by the website that created it when you visit that website again. (We use persistent cookies for Google Analytics.)

– Cookies can also be categorised as follows:

– Strictly necessary cookies: These cookies are essential to enable you to use the website effectively, such as when buying a product and / or service, and therefore cannot be turned off. Without these cookies, the services available to you on our website cannot be provided. These cookies do not gather information about you that could be used for marketing or remembering where you have been on the internet.

– Performance cookies: These cookies enable us to monitor and improve the performance of our website. For example, they allow us to count visits, identify traffic sources and see which parts of the site are most popular.

– Functionality cookies: These cookies allow our website to remember choices you make and provide enhanced features. For instance, we may be able to provide you with news or updates relevant to the services you use. They may also be used to provide services you have requested such as viewing a video or commenting on a blog. The information these cookies collect is usually anonymised.

PRIVACY POLICY 

By using this website, you are consenting to your non personal data being used for statistical purposes. This privacy notice provides you with details of how we collect and process your personal data through your use of our site www.romeoandsucculent.co.uk. This site, www.romeoandsucculent.co.uk, is the data controller and we are responsible for your personal data.

Our full details are:

Romeo and Succulent

C/O 6 Thor Road

Norwich

NR7 0JS

hello@romeoandsucculent.co.uk

1. WHAT DATA DO WE COLLECT ABOUT YOU, FOR WHAT PURPOSE AND ON WHAT GROUND WE PROCESS IT

Personal data means any information capable of identifying an individual. It does not include anonymised data.

We may process the following categories of personal data about you:

– Communication Data that includes any communication that you send to us whether that be through the contact form on our website, through email, text, social media messaging, social media posting or any other communication that you send us. We process this data for the purposes of communicating with you, for record keeping and for the establishment, pursuance or defence of legal claims. Our lawful ground for this processing is our legitimate interests which in this case are to reply to communications sent to us, to keep records and to establish, pursue or defend legal claims.

– Customer Data that includes data relating to any purchases of goods and/or services such as your name, title, billing address, delivery address email address, phone number, contact details, purchase details and your card details. We process this data to supply the goods and/or services you have purchased and to keep records of such transactions. Our lawful ground for this processing is the performance of a contract between you and us and/or taking steps at your request to enter into such a contract.

– Technical Data that includes data about your use of our website and online services such as your IP address, your login data, details about your browser, length of visit to pages on our website, page views and navigation paths and technology on the devices you use to access our website. The source of this data is from our analytics tracking system (Google). We process this data to analyse your use of our website and other online services, to administer and protect our business and website, to deliver relevant website content and advertisements to you and to understand the effectiveness of our advertising. Our lawful ground for this processing is our legitimate interests which in this case are to enable us to properly administer our website and our business and to grow our business and to decide our marketing strategy.

– Marketing Data that includes data about your preferences in receiving marketing from us and our third parties and your communication preferences. We process this data to enable you to partake in our promotions such as competitions, prize draws and free give-aways, to deliver relevant website content and advertisements to you and measure or understand the effectiveness of this advertising. Our lawful ground for this processing is our legitimate interests which in this case are to study how customers use our products/services, to develop them, to grow our business and to decide our marketing strategy.

– We may use Customer Data, User Data, Technical Data and Marketing Data to deliver relevant website content and advertisements to you (including Facebook adverts or other display advertisements) and to measure or understand the effectiveness of the advertising we serve you. Our lawful ground for this processing is legitimate interests which is to grow our business. We may also use such data to send other marketing communications to you. Our lawful ground for this processing is either consent or legitimate interests (namely to grow our business).

Sensitive Data

We do not collect any Sensitive Data about you. Sensitive data refers to data that includes details about your race or ethnicity, religious or philosophical beliefs, sex life, sexual orientation, political opinions, trade union membership, information about your health and genetic and biometric data. We do not collect any information about criminal convictions and offences.

Where we are required to collect personal data by law, or under the terms of the contract between us and you do not provide us with that data when requested, we may not be able to perform the contract (for example, to deliver goods or services to you). If you don’t provide us with the requested data, we may have to cancel a product or service you have ordered but if we do, we will notify you at the time.

We will only use your personal data for a purpose it was collected for or a reasonably compatible purpose if necessary. For more information on this please email us at hello@romeoandsucculent.co.uk. In case we need to use your details for an unrelated new purpose we will let you know and explain the legal grounds for processing.

We may process your personal data without your knowledge or consent where this is required or permitted by law.

We do not carry out automated decision making or any type of automated profiling.

2. HOW WE COLLECT YOUR PERSONAL DATA

We may collect data about you by you providing the data directly to us (for example by filling in forms on our site or by sending us emails). We may automatically collect certain data from you as you use our website by using cookies and similar technologies. Please see our cookie policy for more details please see https://www.romeoandsucculent.co.uk/cookies/

We may receive data from third parties such as analytics providers such as Google based outside the EU, advertising networks such as Facebook based outside the EU, such as search information providers such as Google based outside the EU, providers of technical, payment and delivery services, such as data brokers or aggregators.

We may also receive data from publicly availably sources such as Companies House and the Electoral Register based inside the EU.

3. MARKETING COMMUNICATIONS

Our lawful ground of processing your personal data to send you marketing communications is either your consent or our legitimate interests (namely to grow our business).

Under the Privacy and Electronic Communications Regulations, we may send you marketing communications from us if (i) you made a purchase or asked for information from us about our goods or services or (ii) you agreed to receive marketing communications and in each case you have not opted out of receiving such communications since. You can still opt out of receiving marketing emails from us at any time.

Before we share your personal data with any third party for their own marketing purposes we will get your express consent.

You can ask us to stop sending you marketing messages at any time by following the opt-out links on any marketing message sent to you OR by emailing us at hello@romeoandsucculent.co.uk at any time.

Email marketing messages may contain tracked clickable links or similar server technologies in order to track subscriber activity within email marketing messages. Where used, such marketing messages may record a range of subscriber data relating to engagement, geographic, demographics and already stored subscriber data. Our EMS (email marketing service) provider is Mailchimp; and you can read their privacy policy in the resources section.

If you opt out of receiving marketing communications this opt-out does not apply to personal data provided as a result of other transactions, such as purchases, warranty registrations etc.

4. DISCLOSURES OF YOUR PERSONAL DATA

We may have to share your personal data with the parties set out below:

Other companies in our group who provide services to us.

Service providers who provide IT and system administration services.

Professional advisers including lawyers, bankers, auditors and insurers

Government bodies that require us to report processing activities.

Third parties to whom we sell, transfer, or merge parts of our business or our assets.

We require all third parties to whom we transfer your data to respect the security of your personal data and to treat it in accordance with the law. We only allow such third parties to process your personal data for specified purposes and in accordance with our instructions.

5. INTERNATIONAL TRANSFERS

Countries outside of the European Economic Area (EEA) do not always offer the same levels of protection to your personal data, so European law has prohibited transfers of personal data outside of the EEA unless the transfer meets certain criteria.

Many of our third parties service providers are based outside the European Economic Area (EEA) so their processing of your personal data will involve a transfer of data outside the EEA.

Whenever we transfer your personal data out of the EEA, we do our best to ensure a similar degree of security of data by ensuring at least one of the following safeguards is in place:

We will only transfer your personal data to countries that the European Commission have approved as providing an adequate level of protection for personal data by; or

Where we use certain service providers, we may use specific contracts or codes of conduct or certification mechanisms approved by the European Commission which give personal data the same protection it has in Europe; or

If we use US-based providers that are part of EU-US Privacy Shield, we may transfer data to them, as they have equivalent safeguards in place.

If none of the above safeguards is available, we may request your explicit consent to the specific transfer. You will have the right to withdraw this consent at any time.

6. DATA SECURITY

We have put in place security measures to prevent your personal data from being accidentally lost, used, altered, disclosed, or accessed without authorisation. We also allow access to your personal data only to those employees and partners who have a business need to know such data. They will only process your personal data on our instructions and they must keep it confidential.

We have procedures in place to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach if we are legally required to.

7. DATA RETENTION

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

When deciding what the correct time is to keep the data for we look at its amount, nature and sensitivity, potential risk of harm from unauthorised use or disclosure, the processing purposes, if these can be achieved by other means and legal requirements.

For tax purposes the law requires us to keep basic information about our customers (including Contact, Identity, Financial and Transaction Data) for six years after they stop being customers.

In some circumstances we may anonymise your personal data for research or statistical purposes in which case we may use this information indefinitely without further notice to you.

8. YOUR LEGAL RIGHTS

Under data protection laws you have rights in relation to your personal data that include the right to request access, correction, erasure, restriction, transfer, to object to processing, to portability of data and (where the lawful ground of processing is consent) to withdraw consent.

You can see more about these rights at: https://ico.org.uk/for-organisations/guide-to-the-general-data-protection-regulation-gdpr/individual-rights/.

If you wish to exercise any of the rights set out above, please email us at hello@romeoandsucculent.co.uk.

You will not have to pay a fee to access your personal data (or to exercise any of the other rights). However, we may charge a reasonable fee if your request is clearly unfounded, repetitive or excessive or refuse to comply with your request in these circumstances.

We may need to request specific information from you to help us confirm your identity and ensure your right to access your personal data (or to exercise any of your other rights). This is a security measure to ensure that personal data is not disclosed to any person who has no right to receive it. We may also contact you to ask you for further information in relation to your request to speed up our response.

We try to respond to all legitimate requests within one month. Occasionally it may take us longer than a month if your request is particularly complex or you have made a number of requests. In this case, we will notify you.

If you are not happy with any aspect of how we collect and use your data, you have the right to complain to the Information Commissioner’s Office (ICO), the UK supervisory authority for data protection issues (www.ico.org.uk). We should be grateful if you would contact us first if you do have a complaint so that we can try to resolve it for you.

9. THIRD-PARTY LINKS

This website may include links to third-party websites, plug-ins and applications. Clicking on those links or enabling those connections may allow third parties to collect or share data about you. We do not control these third-party websites and are not responsible for their privacy statements. When you leave our website, we encourage you to read the privacy notice of every website you visit.

10. COOKIES

You can set your browser to refuse all or some browser cookies, or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of this website may become inaccessible or not function properly. For more information about the cookies we use, please see the cookies section on this page. 

11. ADVERTS, SPONSORED LINKS & SHORTENED URLS

This website does not contain sponsored links and adverts. All products contained are our own.

Shortened URL’s; URL shortening is a technique used on the web to shorten URL’s (Uniform Resource Locators) to something substantially shorter. This technique is especially used in social media and looks similar to this (example: http://bit.ly/zyVUBo). Users should take caution before clicking on shortened URL links and verify their authenticity before proceeding. We cannot guarantee or verify the contents of any externally linked website despite our best efforts. Users should therefore note they click on external links at their own risk and we cannot be held liable for any damages or implications caused by visiting any external links mentioned.

12. DOWNLOADS & MEDIA FILES

Any downloadable documents (such as technical data sheets), files or media made available on this website are provided to users at their own risk. While all precautions have been undertaken to ensure only genuine downloads are available, users are advised to verify their authenticity using third party anti-virus software or similar applications. We accept no responsibility for third party downloads and downloads provided by external third party websites and advise users to verify their authenticity using third party anti-virus software or similar applications.

Equally, all information is deemed correct at the time of publication – however on occasion manufactures may update information without our knowledge. As such all information should be independently checked and verified.

13. SOCIAL MEDIA POLICY & USAGE

We adopt a Social Media Policy to ensure our business and our staff conduct themselves accordingly online. While we may have official profiles on social media platforms users are advised to verify authenticity of such profiles before engaging with, or sharing information with such profiles. We will never ask for user passwords or personal details on social media platforms. Users are advised to conduct themselves appropriately when engaging with us on social media.

There may be instances where our website features social sharing buttons, which help share web content directly from web pages to the respective social media platforms. You use social sharing buttons at your own discretion and accept that doing so may publish content to your social media profile feed or page. You can find further information about some social media privacy and usage policies in the resources section below.

Resources & Further Information

Privacy Policy V4 of May 2018.