This Refund and Cancellation Policy outlines the procedures regarding appointment cancellations, service modifications, rescheduling requests, service-related issues, and refunds for services booked through the following channel:
Website: www.plantcarego.com
Plantcarego is operated by EMO Anlage-Schweißtechnik GmbH (Germany) and is dedicated to providing professional on-site plant care and maintenance services to customers across Europe.
As our services are performed directly at the customer’s designated location, they are appointment-based and do not involve the shipping or delivery of physical products.
This policy aims to clearly inform customers of the procedures for cancellations, service modifications, and refunds, while upholding the statutory consumer rights to which customers are entitled under German and European law.
- Nature of Service Purchase
Unless otherwise expressly stipulated in a separate agreement, services booked via www.plantcarego.com are generally considered standalone, one-time service purchases.
Each completed payment corresponds to a specific service or appointment selected by the customer.
Depending on the service arrangement, the purchase may include:
On-site plant care appointments
Routine plant maintenance
Plant care preparation and coordination
Agreed-upon plant maintenance activities
Appointment scheduling and service management
As Plantcarego provides on-site services, customers will not receive physical product packages or traditional logistics tracking numbers.
- Cancellation Requests
Customers should contact Plantcarego as soon as possible if they wish to cancel an appointment.
When reviewing cancellation requests, we may consider the following factors:
The time remaining until the scheduled appointment
Whether service preparation has already commenced
Whether resources have already been allocated to the appointment
Whether the scheduled service has already begun
Applicable service agreements
Mandatory cancellation or withdrawal rights under applicable law
Where a refund is applicable, eligible amounts will generally be returned via the original payment method.
Customers should submit cancellation requests using the official contact details listed at the end of this policy.
- Rescheduling and Service Modifications
Customers may contact Plantcarego to request modifications prior to the start of the scheduled service. Depending on the circumstances, relevant requests may include:
Changing the appointment date
Requesting an adjustment to the appointment time
Updating plant care instructions
Providing additional information regarding the service location
Adjusting the agreed scope of maintenance
Requests to reschedule appointments are subject to slot availability and the status of existing orders.
If a request involves additional work or results in a change to the scope of service, Plantcarego may provide an updated quote for customer confirmation before carrying out the additional work.
- Service Issues and Solutions
Plantcarego is committed to providing services in accordance with the established service schedule.
If a customer encounters any of the following issues:
Scheduled service not completed
Significant discrepancy between the service provided and the agreed service
Communication issues regarding the service
Concerns about the agreed maintenance work
Other service-related issues
The customer should contact Plantcarego promptly and provide sufficient information regarding the matter.
After assessing the specific situation, Plantcarego may, where appropriate, offer reasonable solutions, including:
Explanation of the service provided
Further communication regarding the service
Appropriate follow-up arrangements
Rescheduling or other applicable, reasonable service options
Refunds where necessary or approved
Any statutory consumer rights held by the customer remain unaffected.
- Customer Responsibilities
The customer is responsible for providing accurate information necessary for arranging and performing the service, including:
Correct contact details
Accurate service location
Relevant information about the plants
Clear maintenance requirements
Necessary access/entry instructions
Any circumstances that may significantly impact the service
Delays or service difficulties may arise in the following situations:
Inaccurate information provided
Inability to access the agreed service area
Customer requests significant changes during the scheduled appointment
Necessary access/entry arrangements not implemented
Service affected by circumstances beyond Plantcarego’s reasonable control
If the issue can be resolved through communication or rescheduling, Plantcarego will make reasonable efforts to find a suitable solution.
- Refund Processing
For approved or legally required refunds, the refund will generally be issued via the original payment method.
The time required for the refund to be credited may depend on:
The payment service provider
The customer’s bank or financial institution
The payment method used
Standard transaction processing times
Plantcarego has no control over processing times by external financial institutions once the refund has been initiated.
Customers should allow a reasonable amount of time for approved refunds to be credited.
- Weather and Unforeseen Circumstances
Certain on-site plant maintenance services (particularly those involving outdoor plants) may be affected by circumstances beyond Plantcarego’s reasonable control. Relevant circumstances may include:
Adverse or unsuitable weather conditions
Unsafe working environments
Unexpected site access restrictions
On-site conditions that prevent the safe performance of services
Operational disruptions
Other unforeseen circumstances
If any of the above circumstances prevent the scheduled service from being carried out or create safety risks, Plantcarego may contact the customer to discuss rescheduling or alternative arrangements.
Plantcarego will make reasonable efforts to minimize disruption and, where possible, arrange a suitable alternative time for the service.
- Contact Information
To cancel a service, inquire about refunds, reschedule an appointment, or address other matters related to this policy, please contact:
Email: archive@plantcarego.com
Phone: +491737757115
Plantcarego is committed to handling cancellation and refund requests in a clear and timely manner, while providing reliable on-site plant care services and responsive customer support.
This policy does not limit or exclude any mandatory consumer rights under German or European law.