Translation provided for information only; only the French version is legally binding. Read the French version

Terms of use

These terms of use (hereinafter the “Terms of Use”) govern access to and use of the hanae.paris website and the Hanaé mobile app (together, the “Service”), published by Hanaé, a sole proprietorship (SIREN 882 790 363) whose publisher is identified in the legal notice. Any use of the Service constitutes full and unreserved acceptance of these Terms of Use. For orders, the terms of sale also apply.

1. Purpose of the Service

Hanaé provides an online service for ordering bouquets of flowers delivered within central Paris (Paris intra-muros) in under one hour with express delivery or in under two hours with standard delivery, with photographic proof of delivery. The Service includes browsing the catalogue, creating an account, placing and tracking orders, and after-sales service.

2. Access to the Service

The Service is available 24 hours a day, 7 days a week, subject to maintenance operations or technical incidents. Hanaé cannot be held liable for any temporary unavailability. Actual delivery, however, is limited to the time slots specified on the website and in the terms of sale.

Access to the Service requires a device connected to the internet and an up-to-date browser. Connection costs are borne by the user.

3. User account

Orders can be placed as a guest or through an account. An account is created via a magic link sent to the email address provided. The user is responsible for keeping their email address confidential and for all actions carried out from their account. Any fraudulent use must be reported without delay to bonjour@hanae.paris.

The user may delete their account at any time from their personal area, in the app and on the website, or request its deletion by email to bonjour@hanae.paris, subject to legal retention obligations (invoices in particular, see the privacy policy).

Deleting the account immediately terminates any running subscription, as a termination by the Customer would (article 9 of the general terms of sale): no further instalment is charged, and a bouquet already paid for is delivered on the scheduled date.

4. User commitments

The user undertakes to:

provide accurate information (identity, email, phone, delivery address and door code, recipient’s number) and remain reachable during delivery. A delivery made impossible by incorrect information or because neither the recipient nor the user can be reached is not refunded (terms of sale, article 8);
not use the Service for fraudulent or unlawful purposes or contrary to public order;
not attempt to undermine the security, integrity or operation of the Service (intrusion, mass scraping, reverse engineering, bypassing rate limits);
not enter, in gift messages or free-text fields, any content that is abusive, defamatory, discriminatory, infringing or that violates the privacy of a third party.

In the event of a breach, Hanaé reserves the right to suspend or delete the account and to cancel the orders concerned.

5. Intellectual property

All the elements making up the Service (texts, photographs, illustrations, logos, visual identity, code, catalogue database) are the exclusive property of Hanaé or its partners and are protected by copyright, trade mark law and the sui generis database right.

The user is granted a strictly personal and non-exclusive right of access and use. Any reproduction, representation, substantial extraction or reuse, whether free of charge or for payment, without prior written authorisation, is prohibited.

6. Availability, changes and interruption

Hanaé may change the Service at any time: adding, removing or modifying features, the catalogue, delivery areas or time slots. In the event of an interruption for planned maintenance, Hanaé endeavours to inform users by appropriate means.

7. External links

The Service may contain links to third-party websites (social networks, partners). Hanaé has no control over these websites and accepts no liability for their content, policies or practices.

8. Personal data and cookies

The data processing carried out through the Service is described in the privacy policy. Details about cookies are given in the cookie policy.

9. Liability

Hanaé takes reasonable measures to ensure the quality, security and availability of the Service. However, it cannot be held liable for events beyond its control (network failure, force majeure, fault of a third party, the Customer or the recipient).

10. Customer reviews

The Service allows customers to rate their delivery. In accordance with article L.111-7-2 of the French Consumer Code, Hanaé explains below how these reviews are collected and published.

Verified reviews. Only a customer whose order has been delivered can leave a review, using the personal link sent to them after delivery or from the app; only one review is possible per order. Reviews therefore come exclusively from customers who have actually received a Hanaé delivery.
Content. A review consists of a rating from 1 to 5 and, optionally, a comment about the delivery.
Publication. Reviews are not moderated and are not sorted by rating: all ratings are included in the average rating displayed. Reviews with a comment are published on the website from the most recent to the oldest, with the author’s first name, the rating and the date of the review; only the most recent are displayed and a long comment may be shortened. Hanaé only reserves the right to remove clearly unlawful content (abusive or defamatory statements, personal data of a third party).
No compensation. Leaving a review does not give rise to any compensation.
Duration. Reviews are not deleted after a fixed period.
Removal. The author of a review may ask for it to be changed or deleted by writing to bonjour@hanae.paris. If their account is deleted, their review is kept without their first name.

11. Changes to the Terms of Use

Hanaé may amend these Terms of Use at any time. The applicable version is the one in force on the date the Service is used. In the event of a substantial change, users are informed by email or through a notification in the Service.

12. Governing law and jurisdiction

These Terms of Use are governed by French law. This choice does not deprive a consumer residing in another country of the protection afforded by the mandatory provisions of the law of their country of residence. If no amicable solution is found, the consumer may bring proceedings, at their choice, before the court of the place where they lived at the time the contract was concluded or the harmful event occurred, or before any other court with territorial jurisdiction (article R.631-3 of the French Consumer Code); a consumer domiciled in another Member State of the European Union may also bring proceedings before the courts of the State of their domicile. Consumer mediation is described in the terms of sale.

Last updated: October 2026.