For customers and partner shops
Acceptable Use & Content Policy
Zohoor is a place to send flowers and gifts. These rules apply to everything anyone puts on the Platform: reviews, photos, card messages, Zohoor Studio designs and requests, product listings, promotions, shop names and messages. They form part of the Terms of Use and the Partner Terms.
1Content that is never allowed
Do not post, send or list anything that:
- ais unlawful in the UAE or encourages unlawful acts, including content prohibited by Federal Decree-Law No. 34 of 2021 on Combatting Rumours and Cybercrimes (for example insulting religions, spreading false news, defaming or blackmailing a person, or publishing another person's private information or photos without consent);
- bis pornographic, obscene or sexually explicit;
- cthreatens, harasses, bullies or incites hatred or violence against any person or group, including on the basis of religion, nationality, race, gender or disability;
- dinfringes copyright, trademarks or other rights, including photos you did not take or license and brand names you are not authorised to use;
- econtains malware, phishing links, or attempts to collect other people's data;
- fis spam, or advertising for something other than the shop's own products on Zohoor.
2Reviews
2.1You can review an order once it has been delivered to you. Describe your own experience of that order honestly. Do not review orders you did not place, a shop you work for or compete with, or in exchange for money, discounts or gifts. Shops may not ask for a particular rating or offer anything for a review.
2.2Keep it about the product and the service: no names or phone numbers of staff or recipients, no insults, no personal attacks. We remove reviews that break these rules or the law; we never remove a review because it is negative, and we never change the rating.
3Card messages and photos
3.1Card messages are printed and handed to the recipient by the shop. Keep them within the rules above; a shop may decline to write a message that is abusive, obscene or unlawful and will tell support, and the order may be cancelled without refund of what has been prepared.
3.2Photos you upload (complaint photos, Studio design pictures, product photos for shops) must be yours or licensed to you and must not show other people without their consent. Product photos must show the actual product the shop delivers.
4Zohoor Studio designs
4.1Designs, design names and the words you type to describe them are shown to the florists you ask for quotes and may be visible to the Zohoor team. They must follow the rules above. Designs that depict unlawful, hateful or obscene content, or that use the AI feature to generate such content, are removed and the account may be suspended.
5Products that may not be sold
Partner shops may list only products within their licensed activity. The following may not be listed or included in any order, even as a gift add-on:
- aalcohol, products containing alcohol, tobacco, shisha, e-cigarettes and vaping products;
- bmedicines, supplements marketed with health claims, narcotics or anything controlled under UAE law;
- cweapons, knives other than ordinary cutlery, fireworks and other dangerous goods;
- dcounterfeit goods and items that use a brand, character or design without the owner's permission;
- elive animals; protected plant and flower species and anything subject to CITES without a permit;
- ffood prepared outside a licensed kitchen, or food without the allergen information the listing requires;
- gadult products, gambling items, and anything offensive to public morals or religion in the UAE.
5.2Gift cards, perfumes and similar items may be listed only by shops licensed to sell them, and must be genuine and sealed.
6Using the Platform fairly
Do not:
- acreate multiple accounts, or use someone else's, to abuse promo codes, bonus points, reviews or reports;
- bplace orders to harass someone, or send deliveries to people who have asked not to be contacted;
- cprobe, scan or overload the Platform, bypass rate limits, scrape listings or photos, or reverse-engineer the apps;
- dmisuse the Zohoor assistant to obtain data about other people, or to make it act against these rules;
- eas a shop, move customers or payments off the Platform, or contact customers for anything beyond their order.
7Reporting and enforcement
7.1Report a product or a shop from its page or from Reports & blocking in your account, or email support@zohoor.ae. You can also hide a product or block a shop so you no longer see it. The Zohoor team reviews every report within 24 hours and tells you the outcome.
7.2Depending on the severity, we may remove the content, warn the account, pause a shop, cancel orders, suspend or close the account, withhold payouts connected to the breach, and report unlawful conduct to the police or other authorities. Decisions can be appealed by writing to info@zohoor.ae.