TL;DR — the short version
Order flowers, pay securely, we deliver via our partner couriers. Flowers are perishable — colors/specific stems may vary but quality never drops. If anything arrives wrong, email us a photo within 24 hours and we'll make it right.
1. Acceptance & User Accounts
These Terms apply whenever you use the Citi Market Flowers website, place an order, or interact with our services.
By completing a purchase or using the site, you confirm you have read, understood, and accepted these Terms in full.
If you create an account, you must provide your real name, a working email, and a working phone number. You are responsible for:
- Keeping your password secure — never share it.
- All orders and activity under your account.
- Informing us immediately if your account is ever compromised.
We may suspend or close accounts used for fraud, abuse, repeated non-payment, or any conduct that harms Citi Market Flowers or other users.
2. Orders, Pricing & Payments
Every order on Citi Market Flowers works like this: you checkout → we confirm stock and payment → we dispatch your bouquet with a courier.
Pricing
- All prices shown are in Kenyan Shillings (KES).
- Prices include product cost only. Delivery fee, service fee and any promo discount are shown clearly at checkout before you pay.
- If a pricing error ever appears on the site, we will contact you before charging — you will never be billed an amount you did not approve.
Payments
- All payments are processed securely via Paystack. We accept Visa, Mastercard, M-Pesa, and Airtel Money. Cash on Delivery is also available where applicable.
- Full payment is required before we dispatch a non-COD order. COD orders require the exact cash amount on arrival — no change for large notes may be available.
- Failed or reversed payments will not be dispatched. You will see the error message on-screen and can retry.
Confirmation is final: once an order status moves from "placed" to "processing" (usually a few minutes after payment), we begin preparing and purchasing flowers specifically for you.
3. Delivery — Uber, Glovo & Courier Partners
Citi Market Flowers works with Uber and Glovo as our official on-demand delivery partners, plus reliable local couriers for outer-Nairobi and scheduled routes.
Delivery windows (estimates, not guarantees)
- Within Nairobi CBD & estates: 30 – 60 minutes for instant orders.
- Outer Nairobi (Kitisuru, Karen, Runda, Syokimau…): 45 – 90 minutes.
- Scheduled deliveries (e.g. "next-day 10am"): delivered within a ±15 minute window around the time you choose.
Kindly note: all flowers require a
30 – 45 minute preparation time to ensure they are arranged to your preference and taste and delivered in the best quality.
This prep time is in addition to the courier delivery window above.
What can delay delivery? Traffic, rain, the recipient being unreachable, or a wrong address provided at checkout. Those delays are not our fault.
- Give us a working phone number. If the rider cannot reach the recipient by phone after 2 attempts, the order will be returned and no refund is due.
- Accurate delivery destination & landmarks. Estate name, gate, house number, floor/building — whatever the rider needs to actually find the door.
- Someone should be there. If delivery is attempted to an office/home and nobody is present, flowers may be left with reception/security at your risk, or returned.
Tip: You will receive SMS/WhatsApp tracking info once the rider leaves our hub. If no one answers, reply to the message and we'll re-attempt once free of charge the same day.
4. Freshness, Quality & Substitutions
We buy flowers fresh daily, directly from Naivasha & Karen farms. Every bouquet is hand-prepared by a real florist minutes before dispatch.
- Expect natural variation: colors, petal shape, and exact size of live flowers may differ slightly from the photos on the site — that's normal and expected.
- Substitutions: if a specific flower stem or wrapping paper we planned to use is sold out or not in season, we will replace it with something equal or higher in value. The color palette, size, and style of the original design will always be preserved.
- Major changes? If the substitution would significantly change the look of the bouquet (e.g. "Roses" → "Peonies"), we contact you by phone/WhatsApp first and only proceed once you approve.
- Care is in your hands after delivery. We include care instructions with every order. To keep flowers fresh, cut the stems, change the water every 2 days, and keep them out of direct sun & AC draft.
5. Cancellations, Returns & Refunds
Our flowers are perishable and are prepared specifically for your order. Refunds are not available for "change of mind" after dispatch — please cancel before we start making the bouquet.
| Scenario |
What happens |
|
Cancel before we start preparing (status: placed)
|
Full refund of the order amount, including delivery fee.
|
|
Cancel after preparation has started but before dispatch
|
Refund of delivery + service fee only. The product cost is already spent on flowers purchased specifically for you.
|
|
Delivered but wrong items, visibly damaged, or wilted on arrival
|
Report within 24 hours with clear photos. We will either:
- re-deliver a corrected / fresh bouquet the same day, OR
- issue a full or partial refund via the original payment method, at your choice.
|
|
Flowers look great for 1 day then wilt
|
Check care instructions first. If still an issue, send photos within 72 hours for a goodwill replacement or credit (case by case).
|
|
Change of mind / nobody at home / recipient unreachable after dispatch
|
No refund. We can re-attempt same-day delivery once at no extra cost if you reply promptly.
|
To request a refund/replacement: email
info@citimarket.co.ke or WhatsApp us
with your order #, a short description, and at least 2 clear photos showing the issue. We respond within business hours (8am – 7pm EAT).
6. Your Responsibilities
- Provide a working phone number and accurate delivery address with landmarks.
- Be reachable on the phone number you provided until the bouquet is safely handed over.
- Pay the correct amount — including any outstanding balance if additional items are added after the initial order.
- Follow the care instructions sent with your order — wilting caused by neglect is not covered by our freshness promise.
- Ordering for someone else? Let them know flowers are on the way so they don't miss the rider.
7. Intellectual Property
Everything on citimarket.co.ke — including product photos, logos, copy, the Citimarket name, and design arrangements — is owned by Citimarket Flowers or licensed to us.
You may not copy, scrape, reuse on another e-commerce site, reverse-engineer, or commercially exploit any content without written permission. If you want to repost a picture of your bouquet on social media, tag us — we love that!
8. Prohibited Uses
Do not use Citimarket to:
- Place fake / hoax orders or orders you never intend to pay for.
- Use someone else's card or account without their permission.
- Send bouquets with cards containing threats, harassment, obscene content, or illegal messages.
- Scrape our prices, product catalog, or customer reviews onto your own site.
- Attempt to hack, overload, or interfere with the website or our order system.
9. Liability & Disclaimers
We do our very best every single order. To the maximum extent Kenyan law allows:
- Our total liability for any one order is capped at the full amount you actually paid Citimarket for that specific order.
- We are not liable for missed birthdays/anniversaries caused by incorrect info, failed communication, or weather/traffic.
- We are not liable for indirect damages (lost profit, hurt feelings, downstream costs, etc.) even if told they were possible.
- We are not responsible for the acts or omissions of Uber, Glovo, or any third-party courier beyond paying them to deliver on our behalf — but we will work with them to recover loss or damage where possible.
We handle personal data per our Privacy Policy — never sell or share customer info with third parties for marketing.
10. Changes to these Terms & How to Contact Us
We occasionally update these Terms — for example when we add a new payment method, a new product line, or when Kenyan consumer law changes. The "Effective date" at the top always shows the latest version. If a change materially affects your rights, we'll also email registered customers.
Reach the Citimarket team
These Terms & Conditions, and any dispute relating to them, are governed by the laws of the Republic of Kenya. Any formal dispute will be handled in the courts of Nairobi.
