Special Occasion: Approval, Cancellation & Refund Policy

Effective date: November 1, 2026 · Last updated: November 5, 2026

1. Our promise

Nothing ships and nothing is charged until you approve that message. Every proposal names the recipient, what will be sent, the total, and the day it should arrive. You decide.

2. How approval works

1. As a date gets close, your agent texts you one proposal: the gift and any add-ons (handwritten cards, gift cards, extra gifts, flowers, and gift sets); the card note; the expected arrival day; and the full total. The total covers the items at catalog price (no markup), the service fee as a single dollar amount, and any shipping and tax. Each approved gift has one service fee: $4.49 plus 4% of the gift's order subtotal (everything in the gift: items plus add-ons such as handwritten cards, flowers, extra gifts, and gift cards at face value; not sales tax, shipping, or our own fees such as the gift set fee). There's no per-store surcharge however many stores the items come from. For example, a $40 item, a $5 card, and $55 of flowers make a $100 subtotal and an $8.49 fee ($4.49 + $4.00).
2. You can ask for changes by text: swap the gift, change the budget, edit or shorten the card, change the address, or say "not this year."
3. When you're happy, reply with a clear yes to that proposal (for example, "yes," "approve," or tapping Approve).
4. We charge your card the total shown in that proposal, and nothing more, and place the order. A proposal with a gift and add-ons (for example, flowers and a handwritten card) may show up as more than one charge, but together they never add up to more than the approved total. Your orders, charges, and receipts from us are in the name Special Occasion.
5. Your agent confirms that the order went through and texts you delivery updates.

What is not approval: no reply; an unclear reply such as "maybe" or "looks nice"; a "yes" that is clearly about something else in the thread; or anything from a number other than your account's. When in doubt, your agent asks again.

Re-approval. If the price goes up past the total you approved, we ask you again before we buy (see section 7). If we can't get an item, we refund it (see "If an order can't be placed" below). We never charge more than the total you approved, including tax and shipping, unless you reply YES to a new price (see section 7).

If an order can't be placed. We charge the full total, with one service fee, when you approve. If our retail purchasing partner can't complete a retail order in full, it cancels that whole order, so nothing in it is bought. If no part of your gift can be placed, we refund everything automatically, including the service fee. A gift with add-ons from our other partners (such as a handwritten card or flowers), or with items from more than one store, is ordered in separate parts, so one part can go through while another can't. If that happens, we automatically refund the part that couldn't be placed (the item plus that store's tax and shipping); we also refund the 4% part of the service fee on that item. The parts that went through stay charged, and we keep the flat $4.49 part of the service fee. If we can't tell right away whether a part went through, we check it by hand before refunding.

Expiration. A proposal expires if you don't approve it within 72 hours, or sooner if waiting longer would make the gift miss its date (the proposal says when). Nothing is charged. Your agent may follow up with a fresh proposal at the then-current price.

3. If something is bought without your approval

This should never happen. If it does, whether through our mistake, a misread message, or a system error:

• You get a full refund of everything charged for that order, including the service fee, shipping, and tax.
• You don't have to send anything back, unless you want to, and we'll cover any return shipping if you do.
• How to report it: email support@specialoccasion.ai within 60 days of the charge. We'll try to cancel the order if it hasn't shipped, and issue your refund within 5 business days of your report. It usually shows on your statement within 5–10 business days after that, depending on your bank. If you notice it later than 60 days, tell us anyway. We'll still look into it, and your card issuer's dispute rights still apply.
• We'll look into what happened and tell you.

This doesn't limit any rights you have with your card issuer.

4. Changing or cancelling

• Before you approve: change anything, or say no. Nothing is charged.
• After you approve, before the order is placed or ships: email support@specialoccasion.ai to cancel or change. If you cancel before the order is placed with the seller, you get a full refund, including the service fee. Your agent tells you when an order has been placed. After that, we'll try to cancel with the seller, and if the seller accepts, you get a full refund.
• After it ships: we usually can't stop it, but the return rules below apply.
• Stopping the Service: after you text STOP, our texting provider blocks our texts, so your agent can't reach you with proposals or updates. Proposals you haven't approved are never bought. Orders you already approved still go out unless you email support@specialoccasion.ai to cancel them.

5. Returns and refunds for approved gifts

Gifts come from third-party retailers, brands, and fulfillment partners: retail items are bought from online retailers through a retail purchasing partner, cards are made and mailed by a handwritten card service, and flowers are delivered by local florists through a floral delivery network. Their return policies apply. We act as your purchasing agent, so the seller's return policy applies to the item, and we handle the return with the seller for you or tell you exactly what to do.

• Unwanted gifts: if the item is eligible under the retailer's return policy, we'll help you or the recipient return it, and refund what the retailer refunds. If the seller charges for return shipping, that cost comes out of the refund. We'll tell you the amount before you send anything back. The service fee isn't refunded on an ordinary return of a gift that arrived as approved, because we already did the work. It is refunded in full if you cancel before the order is placed, if no part of the order can be placed, if the gift arrives late (see section 6), if anything arrives damaged or wrong, or if anything was bought without your approval. If only part of a gift can't be placed, we refund the 4% part of the fee on the part that couldn't be placed and keep the flat $4.49 (see section 2).
• Gift card add-ons: non-refundable once delivered, except where the law says otherwise or the issuer allows it.
• Flower add-ons and perishables (delivered by local florists through a floral delivery network, never inside a gift set): can't be returned. If they arrive damaged or wilted, see section 6.
• Personalized items and handwritten-card add-ons (cards are written and mailed by a handwritten card service): can't be returned once made, unless they arrive damaged or with our mistake in them.
• Refunds go to your original payment method. We issue them within 5 business days after the refund is confirmed (for returns, after the seller confirms it received the item), and your bank usually posts them within 5–10 business days after that. We don't replace refunds with account credit. If your original payment method is closed, we'll work out another way to pay you back.

5a. Gift sets (add-on)

• Set fee: based on the number of items: $20 for 1–3 items, $30 for 4–5 items, $42 for 6–8 items, and $42 plus $5 for each item over 8. The exact set fee and the set's shipping cost are shown in your proposal before you approve. The set's shipping is quoted at approval based on the items' weights and sizes, the box, and the destination. We never charge more than the shipping you approved, and if the actual label costs less, we refund the difference after it's bought. Sets over 12 items or 20 lb get a manual quote before you approve. Handwritten cards never count toward a set's size.
• Holiday deadlines: gift sets need extra time, so we'll show the latest order date in your proposal. Single gifts follow each retailer's own holiday shipping dates.
• Packaging: simple, gift-ready packaging (a shipping box with tissue, filler, and ribbon), not a rigid gift box.
• Flowers are never in a set. They always ship directly from the florist, so they follow the flower rules above.
• Before an item reaches us: the original seller or carrier is responsible for it until its delivery to our packing location is confirmed. If it's lost or damaged on the way, we'll pursue a replacement or refund with the seller for you.
• On arrival: we inspect every item. If one arrives damaged, missing, or wrong, we tell you right away and offer to wait, replace it through the original seller, or ship the set without it (with that item refunded or replaced). No set ships until you approve the change.
• Late items: we assemble and ship the set within 3 business days after the last item arrives, and we hold items for no more than 30 days. If an item hasn't arrived 14 days after its original estimated arrival (or sooner if waiting would miss the occasion), we contact you to choose what to do. If it never arrives, you get a refund for it.
• Damage while we have it: items we damage or lose in our custody are our responsibility. We'll replace them or refund what you paid for them, including their share of tax and shipping.
• After we ship the set: damage or loss in transit is handled like any other delivery problem (section 6).
• Returns: individual items in a set go back under each original seller's return policy, and we'll help. The set fee and the set's shipping cost are refunded in full if you cancel before we start assembly, if we can't deliver the set, or if something goes wrong on our side. They aren't refunded when items from a set that arrived as approved are returned.
• What can't go in a set: flowers, live plants, perishable or refrigerated food, alcohol, hazardous or restricted items, oversized items or items over 50 lb, and any single item worth more than $1,000. Your agent will offer to ship those on their own.

6. Delivery problems

Report these within 30 days of delivery (within 7 days for flowers and other perishables) by emailing support@specialoccasion.ai. A photo helps; please include it in your email.

• Damaged, defective, or wrong item: we'll send a replacement or give you a full refund, your choice where possible. No need to return it unless the retailer requires it.
• Lost or not delivered: we'll work with the fulfillment partner, the retailer or florist, and the carrier. If it can't be found, we'll replace it or refund you in full.
• Late: we'll text you as soon as we know a date will slip, and before the order ships you can choose to wait or cancel for a full refund, including the service fee. If we don't hear back and the new date would miss the occasion, we cancel and refund you in full. If a gift that has already shipped arrives after the day we quoted, we refund the service fee and any shipping you paid. If it missed the occasion entirely, tell us and we'll refund the full order or replace it, your choice, and you don't need to send anything back.
• Wrong address: if we used a wrong address that came from us, we'll make it right at our cost. If the address you gave was wrong, we'll try to reroute, but the retailer's or carrier's fees may apply.
• Card note errors: if the note doesn't match what you approved, we'll fix it and resend a card at no cost.

7. Price changes after you approve

Retail prices can change between your approval and our purchase. If the price of an item goes up past the total you approved, we don't buy it at the higher price on our own. We'll text you to ask first. Reply YES and we charge only the difference, with no extra fee. Reply NO and we cancel that item and refund it. If we can't charge the new price after you say yes, we'll text you again: reply YES and we try once more, or NO and we cancel that item and refund it. While we're waiting to reach you, the order is held and reviewed by our team, and nothing more is charged without your yes. If the final price ends up lower than what you approved, the difference isn't refunded automatically. If you have a question about a price, email billing@specialoccasion.ai.

8. Chargebacks

Please contact us first at billing@specialoccasion.ai. We can usually refund faster than a card dispute. You always keep your rights with your card issuer. While a dispute is open, we may pause new orders on that card. If the dispute is decided in your favor, we won't try to charge you again for the same order.

8a. Fraud and abuse

We may decline refunds or returns where we see clear fraud or abuse, such as repeated claims of non-delivery that carrier records contradict. This never affects your right to a full refund for a charge you didn't approve.

9. Contact

Email support@specialoccasion.ai. For billing, payments, and refunds: billing@specialoccasion.ai. Your agent at +1 (936) 203-1770 sends your proposals and keeps track of the people and dates you've saved. Reply STOP to that number to stop texts.

Mail: Special Occasion, Inc., 169 Madison Ave STE 69154, New York, NY 10016.