Your supplier's own terms
Everspring sets the baseline for what every claim covers. On top of that, every supplier can add their own terms. What they can add, where to find them, and how to use them.
Written By Bas den Hoed
Why suppliers have their own terms
Everspring sets the baseline for what every claim covers. That baseline is the same for every supplier on the platform: damage in transit, lost parcels, wrong product, missing items, dead on arrival. See What Everspring claims cover for the full list.
On top of that baseline, every supplier can add their own conditions. That's by design. A nursery growing tropical plants has different requirements than one growing hardy perennials. The supplier knows their products best, and their conditions reflect that.
What a supplier can add on top
Common categories:
Packaging standards. The supplier may commit to specific packaging like insulated boxes, vertical orientation, or heat packs in winter. They can also set rules you have to follow if you repack before shipping.
Product-specific care. Cold-sensitive plants may require certain transport temperatures. Stem-sensitive products may have handling rules.
Time windows. A supplier may require claims to be filed within a certain number of days of delivery, with photos taken on arrival.
Evidence requirements. Specific photo angles, video of the parcel being opened, packing slip visible in the shot.
Delivery and lead times. Expected dispatch windows, peak-season cutoffs.
A supplier can't weaken the Everspring baseline. They can only set the bar higher or add specifics. If a supplier's term contradicts a baseline rule, the baseline wins.
Where to find them
Every supplier has a profile page in the platform. Their conditions live there, alongside their general policy. You can open the profile in two places:
From your supplier list, click the supplier's name.
From any order or claim conversation, click the supplier's name at the top of the panel.
The first time you connect to a new supplier, you're asked to accept their terms before placing an order. That acceptance is logged on your account.
When to read them
Before you list their products in your webshop. Some conditions affect what you can promise your end customer, such as delivery windows, cold-weather pauses, or replacement timelines.
Before you file a claim. A small detail like "photos required within 24 hours of delivery" can decide whether the claim is approved.
Before you open a dispute. If you're about to escalate a disagreement, check the supplier's conditions first. The disagreement may come down to a rule you didn't know about. See Resolving a supplier dispute.
How supplier terms interact with claims
When you submit a claim, the supplier judges it against the Everspring baseline first, then against their own supplementary terms. A claim that's clearly covered by the baseline is approved on the baseline alone. A claim that depends on a supplementary term (extra coverage the supplier offers) is approved on that term. A claim that would be denied under the baseline can still be approved if the supplier's own terms are more generous.
What this means in practice: read the supplier's terms before you assume something isn't covered. Sometimes you have more coverage than you think.
Examples
Supplier requires photos within 24 hours. A claim filed three days after delivery with no on-arrival photos may be denied even if the damage is real, because the evidence window was missed.
Supplier offers replacement up to 14 days. A baseline dead-on-arrival claim normally applies at delivery; this supplier extends the window. You can still claim if a plant collapses on day 10.
Supplier sets a winter pause. Cold-sensitive products aren't dispatched below a certain outside temperature. Orders during the pause aren't stuck shipments; they're held by policy.