This Cancellation and Refund Policy explains how Flowandvow handles order cancellations, requests to modify purchased services, concerns regarding delivered planning materials, and refund applications submitted through our official website.

Operating from Germany, Flowandvow provides wedding planning resources and small wedding planning services to customers throughout Europe. Depending on the offerings available at the time of purchase, our products may include wedding-day schedules, ceremony timelines, preparation checklists, and personalized planning documents intended to help customers organize intimate wedding celebrations.

Because our offerings may include digital materials and personalized services, cancellation and refund eligibility can depend on the nature of the purchase, the stage of service performance, and applicable statutory requirements. This policy is intended to explain our procedures without restricting any mandatory rights customers may have under German or EU law.

1. Purchase Details and Order Confirmation

Products and services purchased through www.flowandvow.com are subject to the description and purchase conditions displayed at the time of ordering.

Depending on the selected offering, a purchase may include:

• Wedding-day timelines and event schedules.
• Ceremony sequence plans and activity arrangements.
• Wedding preparation lists and organizational materials.
• Planning documents intended for small or intimate wedding celebrations.
• Personalized schedules or other customized planning materials, where expressly offered.
• Instructions or supplementary documents specifically identified in the product description.

Before submitting an order, customers should review the scope of the offering, included deliverables, file format where applicable, customization options, displayed price, and any stated completion or delivery arrangements.

If a payment represents an advance payment or deposit rather than the entire purchase price, the relevant checkout or service information will specify the total price, amount due initially, any remaining balance, and applicable payment conditions.

Order confirmation and the provision of purchased materials or services will be handled according to the information submitted at checkout and the terms applicable to the specific purchase.

2. Cancellation Requests

Customers who wish to cancel an order should contact Flowandvow at operator@flowandvow.com as soon as reasonably possible. Please include the order reference and the email address used when placing the order.

When reviewing a cancellation request, we may consider:

• Whether the order and payment have been confirmed.
• Whether digital planning materials have already been supplied or made accessible.
• Whether personalized planning work has started or been completed.
• Whether the requested service has been partially performed.
• Whether any balance remains payable under the agreed purchase terms.
• Whether a statutory right of withdrawal or another mandatory legal remedy applies.

The outcome of a cancellation request depends on the circumstances of the purchase and the legal rules applicable to the particular product or service.

For digital content, the statutory right of withdrawal may be lost before the end of the withdrawal period only where the applicable legal requirements have been satisfied. These may include obtaining the customer’s prior express consent to begin performance during the withdrawal period and acknowledgment of the resulting loss of the right of withdrawal, where required by law.

The supply of digital materials or the commencement of a personalized planning service does not automatically eliminate every statutory cancellation or withdrawal right. Where the required legal conditions have not been met, the customer’s applicable rights remain unaffected.

3. Changes to Orders and Planning Requirements

Customers who wish to revise an order or modify their planning requirements should contact us as early as possible.

Depending on the product or service purchased, a change request may concern:

• Correcting contact details or other order information.
• Clarifying the requested wedding date or event schedule.
• Adjusting the sequence or timing of planned activities.
• Requesting a different available planning format.
• Correcting information supplied for a personalized document.
• Discussing changes to a planning service that has not yet been completed.

Requests are assessed according to the nature of the purchase, the current stage of preparation, the feasibility of the requested changes, and the applicable purchase terms.

If a proposed change affects the agreed price, the scope of the service, the delivery schedule, or any outstanding payment, we will explain the relevant revised conditions before proceeding where customer agreement is required.

We cannot guarantee that every requested modification will be possible after personalized work has progressed or the purchased materials have been delivered. Nevertheless, customers may contact us to discuss available options.

Nothing in this section limits statutory rights relating to non-conforming products or services, or any other rights that cannot lawfully be excluded.

4. Problems with Purchased Planning Materials or Services

Flowandvow aims to provide planning materials and services that correspond to their published descriptions and agreed specifications.

Customers should contact us if they experience issues such as:

• Purchased planning documents cannot be accessed or downloaded.
• A supplied file is damaged, incomplete, or unusable.
• The delivered materials materially differ from the product description.
• An expressly included feature or deliverable has not been supplied.
• A personalized planning document does not reflect the agreed requirements.
• Payment has been confirmed but the expected delivery information has not arrived.
• Other problems arise concerning the fulfillment of an order.

To help us investigate, please provide the order number, product or service name, a description of the problem, and any relevant error messages or supporting details.

Depending on the circumstances and applicable law, possible solutions may include:

• Explaining the intended use of the planning materials.
• Providing assistance with file access or download instructions.
• Supplying missing materials or correcting a delivery problem.
• Correcting or completing non-conforming deliverables where appropriate.
• Offering a price reduction or refund where required or permitted by applicable law.

The appropriate remedy will depend on the nature of the issue, the agreed scope of the purchase, and the customer’s statutory rights. This policy does not replace or restrict mandatory legal remedies.

5. Customer Responsibilities

Customers should carefully review the relevant product or service information before purchasing and provide accurate information when placing an order.

Where applicable, customers are responsible for:

• Reviewing the stated deliverables and included planning materials.
• Checking any listed file format or software compatibility requirements.
• Providing a valid email address for order confirmation and service communication.
• Supplying accurate wedding dates, timing preferences, and other necessary details for personalized work.
• Following the access or download instructions provided.
• Checking spam or junk folders if an order-related email cannot be found.
• Reviewing delivered planning documents and notifying us of any apparent problems within a reasonable period.

Some technical issues may arise from device limitations, software incompatibility, incorrect contact details, or email filtering. Where appropriate, we will work with customers to identify and address such problems.

Customer responsibilities do not remove any statutory rights that apply if a product or service is not delivered as agreed or does not conform to the contract.

6. Refund Eligibility and Refund Procedure

Each refund request will be assessed individually, taking into account the purchase details, the reason for the request, the status of delivery or service performance, the applicable contractual terms, and mandatory legal requirements.

Where a refund is due under the contract or applicable law, it will generally be returned through the original payment method unless another arrangement is legally permitted and agreed upon.

Depending on the circumstances, the applicable remedy may involve a full refund, a partial refund, a price reduction, correction of the deliverables, or another remedy required by law.

Where an advance payment or deposit has been collected, its treatment will depend on the terms disclosed before purchase and the legal rules applicable to the transaction. Describing a payment as a “deposit” does not, by itself, make that amount automatically non-refundable.

Once a refund has been initiated, the time needed for the funds to appear in the customer’s account may depend on the payment provider, bank, card issuer, or payment method.

If a confirmed refund has not appeared within a reasonable period, customers may contact us at operator@flowandvow.com so that we can review the available transaction information.

7. Digital Content and Statutory Withdrawal Rights

Certain Flowandvow offerings may be supplied as digital content, such as downloadable wedding schedules, checklists, or planning documents. Other offerings may involve personalized work or services. Different statutory rules may apply depending on the type of contract.

Where a statutory withdrawal period applies, eligible customers may generally exercise their right of withdrawal within the period prescribed by applicable law, subject to any relevant exceptions and legal conditions.

For digital content not supplied on a tangible medium, the right of withdrawal may be lost once performance begins only if the legal requirements for that consequence have been met. Depending on the applicable rules, these requirements may include the customer’s prior express consent to immediate performance, acknowledgment that the right of withdrawal will be lost once performance begins, and confirmation of the contract as required by law.

For services, separate requirements may apply where the customer requests performance to begin during the withdrawal period. Any effect on the right of withdrawal or any amount payable for services already performed will be determined in accordance with applicable law.

Where required, relevant consent, acknowledgment, and confirmation will be obtained or provided in the legally prescribed manner and on a durable medium.

If the conditions necessary to restrict or extinguish a withdrawal right have not been satisfied, the customer’s statutory right remains unaffected. Any other mandatory rights under German or EU law also remain in force.

8. Delays, Non-Delivery, and Access Difficulties

The delivery of planning materials or the performance of personalized work may occasionally be affected by circumstances such as delayed payment confirmation, incomplete customer information, incorrect email details, technical interruptions, or other practical difficulties.

If a purchased item is not available as expected, or an agreed service has not been performed within the applicable timeframe, customers should contact us so that we can review the order and determine an appropriate response.

Where the issue is attributable to Flowandvow, we will assess the situation and take appropriate steps in accordance with the purchase agreement and applicable legal requirements.

If circumstances beyond our reasonable control affect delivery or performance, we will make reasonable efforts to communicate relevant information and address the problem where feasible. Such circumstances do not automatically remove any statutory rights or remedies available to customers.

Any revised delivery arrangement or material change to an agreed service will be handled in accordance with the contract and applicable law. Where customer consent is required, the change will not be treated as accepted without that consent.

9. How to Contact Us

For cancellation requests, order modifications, refund inquiries, or reports concerning purchased planning materials and services, customers may contact Flowandvow using the following official details:

Email: operator@flowandvow.com

Please include your order reference, the product or service purchased, and a brief explanation of your request. This information helps us identify the relevant transaction and review the matter efficiently.

We aim to respond to customer inquiries within 24 hours, although actual response times may vary depending on the complexity of the request and the information needed to investigate it.

Flowandvow seeks to handle cancellations, changes, product concerns, and refund requests in a clear and fair manner. This policy is interpreted alongside the applicable purchase terms and German law, without prejudice to mandatory consumer protection provisions under EU law or any other applicable mandatory legal requirements.