Buyer protection

We comply with personal data protection laws. The seller only has access to your data while fulfilling the order. After that, access to your name, phone number and other personal information is restricted

We use reliable payment systems and services for transactions: CloudPayments, Payselection, Sberbank and the Faster Payments System (SBP). Each payment solution has its own terms and processing times for charging your card. After payment, you’ll receive an SMS confirming that the payment was successful. You can also check the information in your Personal Account or on the marketplace website.

This helps us protect you from fraud and other security issues. That’s why we have the Flowwow Service Terms of Use. If payment and communication take place on the platform, we can step in when needed and protect your interests.

All orders on Flowwow are anonymous by default. We don’t share your personal data with the recipient, but you can add a card to your order and ask the seller to write your name on it.

A dispute helps users protect their money and interests if the seller sends a poor-quality item or doesn’t send the order at all. You can open a dispute online. To do this, the recipient opens the order card and gives it a rating of 1 or 2. A dedicated chat will open where the user and seller can discuss the situation. As a result of the discussion, the seller may issue a full or partial refund, send a gift or offer a discount. Flowwow may also give the user a promo code for a discount. If you reach an agreement, click ‘Close dispute’. If the seller doesn’t respond within 72 hours, Flowwow will make a decision as an independent arbitrator. If the seller responds, you’ll receive a push notification. If you don’t join the dispute, you’ll receive an SMS with a link to the chat after 20 minutes.

We make sure that items in the catalogue match their photos, descriptions, contents and other details. This helps users receive exactly what they expect. We guarantee that your order will be delivered at the required time to the address provided by you or the recipient. You can give an honest and objective rating of the shop or our service. If you’re not satisfied with the quality of an item or service, open a dispute. To do this, give a rating of 1 or 2 for each order criterion. You may receive compensation for the full cost of the order within 3 days.

We may send you an SMS in several cases: • when you log in to your Personal Account — with a verification code; • if you started but didn’t complete payment for an order — with a payment link; • if the sender chose delivery with the address or time to be confirmed with the recipient — with a link where these details can be provided; • when the order status changes — with information about the order. During delivery, the courier may also ask for the last four digits of the phone number specified in the app to make sure they’re handing the order to the correct recipient. If the recipient hasn’t provided the delivery address or time via the link, the seller may call them to confirm these details. We’ll never ask you to share SMS codes via messengers, social media or over the phone. If someone claims to be a Flowwow employee, seller or courier and asks you for a code, don’t share it. If you receive a suspicious message or call, or you’re unsure whether someone is genuinely contacting you on behalf of Flowwow, message us in the Support chat.

Scammers may pretend to be Flowwow employees, sellers, couriers or government officials. Here are some common scams: • They ask for a code or personal data Scammers may ask you to provide an SMS code, password, CVV or passport details. Never share this information with anyone, even if they claim to be a Flowwow employee. • They send a suspicious link The link may ask you to confirm an order, clarify delivery details or receive a gift. It may lead to a fake website or malicious bot where scammers will try to obtain your personal or payment details. • They ask you to pay extra for delivery If you haven’t ordered anything and don’t know the sender, don’t transfer any money. On Flowwow, an additional delivery payment can only be requested from the sender if they selected the ‘Ask the recipient for the address’ option. • They ask you to install an app or follow instructions Don’t install AnyDesk, TeamViewer or other software at the request of strangers. Don’t log in to third-party websites or carry out financial transactions following their instructions. • They suggest placing or paying for an order outside Flowwow Only place and pay for orders on the Flowwow website or in the app. Don’t transfer money to intermediaries or marketplace ‘managers’. If someone has sent you a gift, you can check the delivery in the Flowwow app: the information will appear on the home screen and under ‘You’re the recipient’. If you receive a suspicious message or call, don’t send anything or share any information with the person contacting you. Message us in the Support chat — we’ll help you resolve the situation.