Refund Policy

If the service you ordered was not delivered, or was delivered in a way fundamentally different from what you ordered, you get your money back. You should not have to argue for it.

What follows is simply the detail of how that principle applies in different situations.

As long as the provider has not begun fulfilling your order, cancellation is free and 100% of the amount is refunded.

"Fulfilment has begun" means one of the following:

the medical or legal consultation has taken place; the provider has accepted the order and started purchasing or preparing; flowers, sweets, or a gift have been arranged or packaged; the grocery purchase has been made in store.

The live status of every order is visible in the application, so you always know which stage you are at and whether free cancellation is still available.

Where fulfilment of an order has not yet begun, it may be cancelled in accordance with the conditions applying to each service. Where fulfilment has begun, the costs incurred up to the time of the cancellation request are non-refundable, and only the remaining amount, if any, is returned to you. If an order has been placed but not yet assigned to a provider, or has been assigned to a provider but fulfilment has not started, the full amount paid is refundable. For orders where the goods or service are at the preparation or purchasing stage, the costs incurred are deducted from the amount paid and the remainder is refunded. Once the goods have been dispatched or the delivery process has begun, a refund is possible only where a problem arises with the delivery; where the goods or service are delivered correctly and as ordered, no refund is available. Specific cancellation and refund conditions for certain services, including consultation services, are set out separately in the section covering those services.

If Risheh or the provider cannot fulfil the order — no professional available, item out of stock, local conditions preventing it — 100% of the amount plus the delivery charge is refunded. You do not need to submit a request; Risheh initiates the refund and notifies you.

If delivery fails because the Recipient could not be reached:

Risheh will make at least two delivery attempts and will contact you. If the second attempt also fails and the address and contact details you provided were correct, the cost of the goods is refunded and the delivery charge is deducted. If the address or phone number provided was incorrect, the cost of perishable goods (flowers, sweets, food) is not refundable.

For orders placed on behalf of another person, if the Recipient states that they do not want the service or did not consent, the order is stopped immediately. The refund is calculated and paid according to the stage the order had reached, per the table in clause 03.

If the service was delivered but did not match the order — wilted flowers, wrong items, damaged goods, significant delay for a dated occasion:

1. Email support@risheh.net within 48 hours of delivery, quoting your order number. 2. Attach photographs where possible. This reduces review time from days to hours. 3. Risheh will investigate and, within a maximum of 7 business days, offer one of the following:

re-performance of the order at no additional cost; partial refund proportionate to the shortfall; full refund where the service was of no use at all.

The choice is agreed with you.

Consultations follow different rules, because what is supplied is a professional's time and expertise:

Before the session: cancellation more than 24 hours before the booked time receives a full refund. Cancellation within a shorter period is subject to a 50% deduction covering the professional's reserved time. After the session: the consultation fee is non-refundable. This is standard practice in professional services and says nothing about whether you were satisfied with the outcome. Exceptions — you receive a full refund if: the professional did not attend; a technical fault on Risheh's side prevented the session; the session lasted less than 5 minutes and did not effectively take place; the professional was not qualified in the stated area of expertise.

Dissatisfaction with the content of medical or legal advice is not by itself grounds for a refund — but please report it regardless. These reports are the basis on which we assess professionals and decide whether to continue working with them.

Refunds are issued by default to your Risheh wallet; this usually takes less than 24 hours. If you prefer a refund to your original payment method (bank card), state this in your request email. This takes 5 to 10 business days depending on your bank. Wallet balance does not expire and can be withdrawn to your original payment method on request. Bank withdrawal fees are borne by the user. Gift or goodwill credit granted by Risheh free of charge cannot be withdrawn as cash and may only be used toward Risheh services. Any time limit on such credit is stated when it is granted. Wallet balance cannot be transferred to another account.

Refunds to your wallet are made in the currency you paid in. For refunds to a bank card, the final amount may differ slightly from the original due to exchange-rate movement and intermediary bank fees. This is outside Risheh's control. Payment gateway fees on refunds arising from a failure by Risheh or a provider are absorbed by Risheh.

Email your request to support@risheh.net including:

1. Order number 2. The email or mobile number registered to your account 3. A brief description of the problem 4. Photographs or documentation, where relevant 5. Preferred refund method: Risheh wallet or bank card

Once reviewed, the outcome will be communicated to you by reply to that email. Our support team will contact you if further information is needed.

For complete transparency:

orders placed with false or deliberately misleading information; a change of mind after successful delivery matching the order; minor, unavoidable variation in the appearance of flowers or handmade products compared with the sample image; delays caused by factors beyond our control where delivery was nonetheless successful (clause 14 of the Terms and Conditions); reports submitted more than 14 days after delivery; orders cancelled for breach of Risheh's Terms or of international regulations.

If our support team's response does not satisfy you, email us again within 14 days asking for a review. Your case will be reassessed at support-management level, independently of the original agent.

We would much rather resolve any disagreement here, in conversation.

Support email: support@risheh.net In-app support: the "Support" section Hours: Risheh support is available around the clock. In each region, the local support team responds from 8:00 to 22:00 local time; urgent matters are escalated to a support team in another time zone.