There are two scenarios available for this question. The first scenario is if the recipient refuses to accept your flowers in Kyiv before we start arranging the delivery. In this case, we send a notification to the customer asking for instructions regarding next steps. Usually, we just issue a full refund. The second scenario involves cases where we arrange the delivery with the recipient, and get confirmation from them about the date, time, and address of delivery, but when our courier arrives at the location, there is nobody there, and/or nobody answers the phone. We do not issue a refund in this case and inform the customer about the problem.