1. Business and contact details

Carol Black is operated by Carol Black PTY LTD. Website enquiries may be submitted online, but formal enquiries and confirmations are handled through our published WhatsApp number and email address. We do not accept or confirm orders through social-media direct messages.

2. Products and services

We provide bespoke and seasonal fresh-flower bouquets, arrangements and gifts; bridal and corporate floral services; recurring home or office arrangements; event styling, décor, installations, planning, coordination, rentals and related services. Availability may be limited during peak periods and a booking is not secured until we issue written confirmation and receive the required payment.

3. Quotations and prices

All prices are quoted in South African rand and as stated on the quotation or checkout page. Quotations remain valid for the period shown and may change after expiry because flower, labour, transport, venue and supplier costs fluctuate. Delivery, collection, installation, breakdown, travel, accommodation, overtime, permits, parking, venue charges and hired items are charged where applicable. Any work outside the agreed scope requires written approval and may be invoiced separately.

4. Orders, bookings and payment

The payment schedule will appear on the quotation or invoice. An enquiry, mood board or provisional date does not create a booking. Your order or event date is secured only once we accept the booking in writing and cleared funds for the required deposit or full payment are received. Late payment may delay procurement or release the date, subject to written notice and applicable law. Proof of payment does not replace receipt of cleared funds.

5. Bespoke design and flower substitutions

Our work is handcrafted rather than duplicated. Website, catalogue and social-media images show our style and a general representation; natural flowers vary in colour, size, shape and maturity. Seasonal availability, weather and supplier quality may require substitutions. We may replace an unavailable flower, foliage, vessel, wrapping or decorative element with one of similar style, colour, quality and value while preserving the agreed overall design as closely as reasonably possible. Material changes will be discussed where time allows.

6. Delivery and collection

The client must provide complete and accurate recipient details, address, contact number, delivery date, access instructions and any venue restrictions. Delivery times are estimates unless a specific time is expressly accepted in writing. Delays may arise from traffic, weather, security procedures, venue access or other circumstances beyond reasonable control. If nobody can accept delivery, or access details are incorrect, we may contact the client or recipient, leave the item in a reasonably safe place if authorised, or return it. A reasonable redelivery or waiting fee may apply.

7. Fresh flowers, care and quality concerns

Fresh flowers are natural, perishable products and their lifespan depends on variety, season, handling, temperature, water and environment. Follow the care instructions supplied and keep flowers away from direct heat, strong sunlight, draughts, fruit, pets and small children. Quality concerns must be reported as soon as reasonably possible, preferably within 24 hours of delivery, with clear photographs and the order number so that we can assess the arrangement. Nothing in these terms limits any non-excludable rights under the Consumer Protection Act.

8. Changes and cancellations: floral and gifting orders

Changes are subject to availability and must be accepted in writing. Bespoke, personalised and specially procured items may qualify as special-order goods. Because flowers are perishable and materials may be procured specifically for an order, cancellation or refund outcomes depend on the timing, work completed, goods purchased and applicable law. Any cancellation charge will be reasonable in the circumstances. Where a cancellation right applies, we may deduct permitted costs or charges and will explain the calculation on request.

9. Event bookings, postponements and cancellation

Event clients must notify us of cancellation or postponement in writing. Deposits, staged payments and cancellation charges will be set out in the quotation or event agreement and will reflect commitments already made, design and administrative work completed, specially procured goods, supplier charges, the notice provided and our reasonable ability to rebook the date. Charges will not exceed what is reasonable under applicable law. A postponement is subject to our availability, supplier terms and any revised pricing. Where the Consumer Protection Act prohibits a cancellation fee because of death or hospitalisation of the person for whose benefit the booking was made, that protection will apply.

10. Consultations and site visits

A consultation fee covers professional time, initial briefing and the first site viewing where stated. Once the consultation or viewing has been provided, the fee is non-refundable even if you do not proceed with our services, except where the law requires otherwise. Additional site visits, redesigns or meetings outside the quoted scope may be charged.

11. Event responsibilities and venue access

The client must ensure timely venue access, safe working conditions, accurate measurements and disclosure of venue rules, loading restrictions, power limits, ceiling or rigging permissions, fire and safety requirements, curfews and supplier deadlines. Designs may be adjusted when site conditions or venue rules differ from the information supplied. Client or venue delays may lead to additional labour, waiting or overtime charges.

12. Hire items, loss and damage

All hired structures, vessels, furniture, linen, props, lighting and equipment remain the property of Carol Black or the relevant supplier. The client is responsible for their reasonable care from delivery until collection and may be charged the reasonable repair or replacement cost for loss or damage caused by the client, guests, venue or third parties, excluding fair wear and tear and loss caused by us. A refundable security deposit may be required.

13. Client-supplied items and third-party suppliers

We are not responsible for defects, delays or incompatibility in items supplied by the client or independently appointed third parties. Where we coordinate a third-party supplier as part of our contracted service, responsibilities and charges will be set out in the proposal. The client must not instruct our suppliers to change the agreed scope without our written approval.

14. Creative work and intellectual property

Concepts, sketches, proposals, mood boards, layouts, photographs, wording and design materials created by Carol Black remain our intellectual property unless rights are transferred in writing. They may not be copied, shared for another supplier to reproduce, commercially used or altered without permission. Payment for a consultation or proposal does not automatically transfer intellectual-property rights.

15. Event photography and publicity

We may request permission to photograph or film our floral and décor work for our portfolio, website and social media. Client or guest images will be used only with an appropriate lawful basis. Tell us in writing before the event if confidentiality or a no-publicity restriction is required; any agreed restriction should be recorded in the event agreement.

16. Safety and allergies

Flowers, foliage, dyes, fragrance, candles, glass, pins, wires and décor may present allergy or safety risks. Inform us in writing of relevant allergies, sensitivities, pets, children or venue restrictions before confirmation. Decorative items are not edible unless expressly labelled as food-safe. Clients must supervise children and guests around installations and must not move, climb on or alter décor structures.

17. Circumstances beyond reasonable control

Neither party will be liable for delay or failure caused by circumstances beyond reasonable control, such as severe weather, road closures, load restrictions, supplier failure, labour disruption, epidemic restrictions, venue closure or government action. We will communicate promptly and seek a reasonable solution, which may include substitution, rescheduling, credit or refund of amounts not already reasonably committed, depending on the circumstances and applicable law.

18. Liability

We are responsible for supplying goods and services with the quality and care required by applicable law. To the fullest extent legally permitted, we are not liable for indirect or consequential loss, or loss caused by incorrect client information, unauthorised interference, failure to follow care instructions, venue conditions or independent third parties outside our control. Nothing in these terms excludes liability or remedies that cannot lawfully be excluded under the Consumer Protection Act or other applicable law.

19. Complaints and resolution

Please raise a concern promptly through info@carolblack.africa with the order or invoice number and supporting details. We will assess it fairly and aim to propose an appropriate remedy where the goods or services did not meet the agreed or legally required standard. The parties should first try to resolve disputes in good faith. Clients retain the right to approach an appropriate regulator, ombud, tribunal or court.

20. Website use

Website content is provided for general information and may change without notice. You may not misuse the website, attempt unauthorised access, introduce malicious code, scrape content, infringe intellectual property or use the site unlawfully. External links are provided for convenience and are governed by third-party terms.

21. Governing law and changes

These terms are governed by the laws of the Republic of South Africa. We may update them prospectively. The version accepted when an order or booking is confirmed will apply to that transaction unless the parties agree otherwise or the law requires a change.