Terms & Conditions


These general terms and conditions shall apply to all services provided by Sandy Paws, to its customers. All orders by customer shall be made subject to these general terms and conditions and those specific terms set out in the quote, which terms and conditions represent the entire agreement with respect to customer’s order and which supersedes all prior agreements, understandings, representations or warranties, whether oral or written, between customer and Sandy Paws relating to such order. No statements subsequent to customer’s acceptance of this order shall be binding upon Sandy Paws and no variation of these general terms and conditions, nor of those specific terms set out on in the quote, shall be made (and if made shall not be valid) unless agreed to in writing by Sandy Paws. Customer’s acceptance of Sandy Paws’ quote is an acceptance of, and assent to, these terms and conditions. Any additional, inconsistent or different terms and conditions contained in other documents submitted by customer to Sandy Paws at any time, whether before or after the date hereof, are hereby expressly rejected by Sandy Paws.


While there may be multiple variables to impact the pricing, the one cost that is fixed is our service fee. We do not charge additional service fee for 1 or more pets. We accept payment through multiple modes, please visit our payment policy to learn more.

Service fees: The fee for our import services are AED1,250 irrespective of cat(s), dog(s) or both. This would be standard whether the carrier used is Emirates Airlines, Dnata, Etihad. This fee includes 5% VAT. This fee includes liaising with you, your vet and exporting agent to ensure all the documentation is in adherence to the U.A.E.’slaws & regulations. Also includes acquiring your pet’s import permit, full process customs clearance and home delivery of your pet upon landing. This cost does not include the import permit fee, in-cabin import arrivals, pet release fee and airline documentation and handling charges.For exact pricing or multiple pets, please contact bookings@sandypaws.ae

Completion of services

All delivery dates are approximate and are not guaranteed.Due to the many variables associated with providing the services, all completion/delivery dates stated by Sandy Paws are approximate dates only and estimated in good faith to the best of Sandy Paws’ ability. Sandy Paws shall not be responsible for any loss or damages resulting from any delays in delivery of services.

Customer Authorization

Customer represents and warrants to Sandy Paws that the animal is healthy and in good physical condition and that the animal is neither dangerous nor aggressive. The customer is financially responsible for any damage to property, injury to Sandy Paws employees or other individuals, or to other animals caused by the customer’s animal while being transported and shall promptly pay all damages on demand. The customer shall indemnify and hold harmless Sandy Paws and its agents from any claim or loss resulting from such damage and/or injury. Further, customer authorizes Sandy Paws at any point in the animal’s travel to pursue emergency services as deemed necessary by Sandy Paws in its sole determination and agrees to be responsible for any associated charges in connection with the medical treatment.

Sandy Paws Warranty

Sandy Paws represents and warrants to customer that it shall perform the services using personnel of required skill, experience and qualifications and in a professional and workmanlike manner in accordance with generally recognized industry standards for similar services and shall devote adequate resources to meet its obligations under this agreement.Except as otherwise expressly set forth in this agreement, Sandy Paws makes no warranty, express or implied, whether of merchantability or fitness for a particular purpose or use or otherwise.

Force Majeure

If the performance of any of Sandy Paws’ obligations hereunder is prevented or impaired due to force majeure (as defined below), Sandy Paws shall have no liability to customer and Sandy Paws reserves the right to terminate this agreement in whole or in part or to postpone the delivery date by a reasonable period. For the purposes of these general terms and conditions, “force majeure” shall mean any circumstances outside Sandy Paws’ reasonable control including, but without limitation, labor disputes, shortage of labor, political unrest, civil commotion, riot, war (declared or undeclared), acts of terrorism, accident, natural disasters, explosion, fire, climatic conditions, and government interference. Where Sandy Paws terminates the agreement pursuant to this section 6, Sandy Paws shall refund any payment which customer has already made on account of the price (subject to deduction of any amount Sandy Paws is entitled to claim from customer) but Sandy Paws shall not be liable to compensate customer for any further loss or damage caused by the termination or any failure to deliver services arising out of it.

Event of Default

Sandy Paws may, without any liability, suspend performance of services ordered by customer and/or (at Sandy Paws’ discretion) terminate the agreement if customer: (a) fails to perform any of the terms and conditions of this agreement; (b) in Sandy Paws’ opinion, fails to pay any amount when due under this agreement; or (c) becomes insolvent, makes an assignment in favor of creditors, or becomes subject to any bankruptcy, dissolution or similar proceedings.

Assignment; Severability

Customer may not assign any of its rights or obligations under this agreement without Sandy Paws’ prior written consent. In the event that any phrase, clause or other provision hereof shall violate any applicable statute, ordinance or rule of law in any jurisdiction in which it is used, such provision shall be ineffective to the extent of such violation without invalidating any other provision hereof.

Governing Law; Forum

This agreement shall be governed by and interpreted in accordance with the laws of the United Arab Emirates, without giving effect to the choice of law provisions thereof. Any action or proceeding arising from or in connection with this agreement shall be brought and prosecuted as to all parties exclusively in, and each of the parties hereby consents to service of process, personal jurisdiction and venue in, the state and federal courts located here.

Refunds & Cancellation Policy

1.1.1. Kindly note that by proceeding with payment, you accept our refund and cancellation policies.

1.1.2. In the case of a flight cancellation by client, Sandy Paws or the airlines 10 days prior to the departure date, a 100% refund will be provided within 15 business days.

1.1.3. In the case of a flight cancelation by Sandy Paws or airlines after the documentation process, the client will be refunded 50% of the total pet relocation cost. Any payments made to the involved third parties (MOCCAE, vet and airlines) cannot be reimbursed and will be deducted accordingly.

1.1.4. In the case of a flight cancellation 48 hours prior to departure, the client will receive no refund at all.

1.1.5. If the flight is requested to be rescheduled by the client or by the airlines within a minimum 36 hours or after MOCCAE visit and documentation (whichever comes first), in that event that the rescheduling is within 30 days of the export permit there will be no additional charges. Else, a new permit would need to be applied for. This does not include the destination required health certificate and related documents.

1.1.6. The refund amount will not include the service charges fee the sender incurred from bank, paypal or credit card transactions.

1.1.7. All refund payment will be reflected within 15 to 20 business days after the refund decision is agreed upon to the sender bank account only.

Sandy Paws reserve the right to amend these policies from time to time. For any further payment -related information contact: accounts@sandypaws.ae and for general inquiries, contact: bookings@sandypaws.ae

Disclaimer: No a-hole behaviour tolerated – we’ve got pet peeves too!