Lunagroup A LLC
lunaflowers.uz
REFUND & CANCELLATION POLICY
Compliant with Visa and Mastercard Payment System Rules
Version 1.0 | Effective Date: June 12, 2026
1. General Provisions
This Refund & Cancellation Policy (hereinafter — "Policy") is issued by Lunagroup A LLC (hereinafter — "Seller") and applies to all payments made through the online store lunaflowers.uz (hereinafter — "Website") using Visa and Mastercard bank cards, as well as through the Payme, Click and Freedom Pay payment gateways.
This Policy has been developed in accordance with:
• the consumer protection legislation of the Republic of Uzbekistan;
• Visa Core Rules and Visa Product and Service Rules;
• Mastercard Rules;
• Freedom Pay gateway requirements.
By placing and paying for an order on the Website, the Customer confirms that they have read and accepted this Policy.
2. Grounds for Refund
2.1. Cancellation by the Customer
The Customer may cancel an order and receive a full refund provided that the Seller is notified no later than 24 (twenty-four) hours before the agreed delivery or pickup time.
2.2. Cancellation by the Seller
If the Seller is unable to fulfil the order (including due to stock unavailability, force majeure, or other circumstances beyond the Customer's control), the Customer receives a 100% refund.
2.3. Defective or Significantly Misdescribed Goods
If the delivered goods are visibly defective or materially differ from the description on the Website, the Customer may raise a complaint on the day of delivery. The Seller will review each case individually and issue a partial or full refund, or arrange a replacement.
2.4. Duplicate Charge / Technical Error
In the event of an erroneous duplicate or multiple charge for the same order, the excess amount will be refunded in full upon confirmation of the error.
3. Non-Refundable Cases
Flowers and floral arrangements are perishable goods that are non-refundable and non-exchangeable under the legislation of the Republic of Uzbekistan. Refunds will NOT be issued in the following cases:
• Cancellation request received less than 24 hours before the agreed delivery or pickup time (by which point order fulfilment has already begun);
• The Customer accepted the goods in proper condition but changed their mind;
• The recipient (a third party) refused delivery without objective grounds related to product quality;
• The Customer provided an incorrect delivery address or was unavailable at the agreed time.
|
Important: disagreement with the terms of this section does not constitute grounds for initiating a chargeback/dispute with the issuing bank. The refund conditions are disclosed to the Customer prior to payment in the Public Offer published on the Website. |
4. Refund Request Procedure
To initiate a refund, the Customer must:
1. Contact the Seller via the contact details listed on the Website (messenger, phone, or email).
2. Provide the following information: order number, payment date, amount, and reason for refund.
3. Upon request, provide supporting evidence (payment screenshot, photo of goods for quality-related claims).
The Seller will review the request within 2 (two) business days and, upon a positive decision, initiate the refund through the payment gateway.
5. Refund Timeframes and Method
5.1. Refund Method
Refunds are issued exclusively to the same bank card and via the same payment system (Payme, Click, or Freedom Pay) used for the original payment. This is a mandatory requirement of Visa and Mastercard. Cash refunds for card payments are not permitted.
5.2. Processing Timeframes
|
Payment System / Bank |
Estimated Timeframe |
|
Visa (any issuing bank) |
up to 10 business days |
|
Mastercard (any issuing bank) |
up to 10 business days |
|
Payme, Click (Uzbek banks) |
1–3 business days |
|
Freedom Pay |
up to 10 business days |
The Seller will initiate confirmed refunds within 3 business days. The Seller is not responsible for delays in crediting funds by the issuing bank after fulfilling its obligations.
6. Visa and Mastercard Requirements
6.1. Refund to Original Card Only
Visa (Rule 5.9.3) and Mastercard (Rule 6.5.3.1) rules explicitly prohibit refunds to any method other than the original card used for payment. Transfers to another card, cash payouts, or equivalent substitutes (gift vouchers, loyalty points) are not permitted as refunds without the cardholder's explicit consent.
6.2. Policy Disclosure Prior to Payment
Both payment networks require that refund and cancellation terms be clearly disclosed to the customer before the transaction is completed. This Policy is publicly available on the Website and is linked from the checkout page.
6.3. Refund Processing Deadline
Under Visa and Mastercard rules, the Seller must process (initiate via the acquirer) a confirmed refund within 5 (five) business days. The Seller processes confirmed refunds within 3 business days, exceeding this requirement.
6.4. Cardholder Right to Dispute (Chargeback)
A Visa or Mastercard cardholder has the right to initiate a transaction dispute (chargeback) through their issuing bank in the following cases:
• the transaction was made without the cardholder's knowledge or authorisation (fraud);
• the goods were not received and the Seller cannot confirm delivery;
• the goods are significantly not as described (SNAD);
• duplicate or erroneous charge.
The dispute filing period is generally 120 (one hundred and twenty) calendar days from the transaction date or expected delivery date, in accordance with the rules of the issuing bank and payment network.
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Recommendation: before initiating a chargeback, please contact the Seller directly — most issues are resolved faster through pre-dispute communication. If an unjustified chargeback is filed, the Seller reserves the right to submit evidence of proper order fulfilment to the issuing bank. |
6.5. Partial Refunds
Where a complaint is partially justified (e.g. part of the order was not fulfilled), the Seller may issue a partial refund, which is permitted under Visa and Mastercard rules.
6.6. Transaction Identification
Each refund is processed as a separate Credit/Refund transaction referencing the original transaction identifier.
7. Unauthorised Transactions
If the Customer identifies a transaction from lunaflowers.uz that they did not make:
4. Immediately contact the issuing bank to block the card and initiate an unauthorised transaction dispute.
5. Notify the Seller via the Website's contact details, stating the transaction date and amount.
The Seller undertakes to assist the issuing bank and payment gateway in any investigation and to provide all required documentation within the stipulated timeframes.
8. Currency and Exchange Rate Differences
All transactions on the Website are conducted in Uzbekistani soum (UZS). If the Customer's card is denominated in a foreign currency, conversion is performed by the issuing bank at the exchange rate applicable on the transaction or refund date. The Seller is not responsible for any exchange rate differences arising between the payment date and the refund date.
9. Contact Information
|
Detail |
Information |
|
Legal entity |
Lunagroup A LLC |
|
Website |
lunaflowers.uz |
|
Phone / WhatsApp |
See "Contacts" section on the Website |
|
Response time |
2 business days |
10. Policy Updates
The Seller reserves the right to amend this Policy to reflect updates to payment system rules or changes in applicable legislation. The current version is always available on the Website. Continued use of the Website following the publication of any changes constitutes the Customer's acceptance of the updated Policy.
Lunagroup A LLC
Director: Abulqosimov M.T.
June 12, 2026