Sandy Paws Guarantee

Simply put, the Sandy Paws Guarantee as our commitment to you in the rare instance that something goes wrong during a booking. We offer the Guarantee because we believe that being there for our community is a fundamental part of what it means to be The Pet People.
Read on for specifics about the Guarantee, including what's covered, how it works, and frequently asked questions.

The Sandy Paws Guarantee reimburses members of our community for costs arising from certain injuries or damages that occur during a service booked and paid through us. The injuries or damages must result from care provided during our stay or walk, and the Guarantee reimburses in the event the sitter or walker is unwilling or unable to pay those costs. In certain cases, the Guarantee may also be used to reimburse for injuries to resident pets owned by sitters or walkers.

Yes. For example, injuries or damage involving automobiles or other vehicles, injury or damage caused by natural disasters or other uncontrollable events, or damage to precious goods such as fine art or family heirlooms, are excluded. For a complete understanding of the Sandy Paws Guarantee, including the full list of conditions, exclusions and limitations, we strongly encourage you to read the Sandy Paws Guarantee Terms and Conditions, which are part and parcel of Sandy Paws Terms of Service.

No. The Sandy Paws Guarantee exists to fill the gap when the responsible party—usually the pet care provider—is unable or unwilling to pay for costs arising from damage or injury attributable to his or her negligence, and when insurance is not available. It is a contractual agreement from us to protect its users, enforceable in accordance with the Sandy Paws Guarantee Terms and Conditions. Reimbursement under the Sandy Paws Guarantee is generally paid out of our own pocket—though we reserve the right to refer a claim to our insurance carriers when necessary or appropriate.

In many cases, our Trust & Safety team can help users take immediate steps to mitigate the injury or damage caused by an incident, such as connecting you with a board-certified veterinarian by phone or marshaling resources to locate a lost pet. For this reason, we ask both sitters and pet owners to notify us as soon as possible after an incident occurs—and in any event no later than 48 hours after the booking. We can’t help what we don’t know about, so make us your first call!
When it comes to reimbursement, however, we know from experience that issues are often best resolved by simply reaching out to the other party. Before filing a claim for reimbursement under the Sandy Paws Guarantee, try contacting the other party through your inbox. If you're unable to come to an agreement informally, let us know.
Finally, if you have insurance that may cover some or all costs arising from an injury or damage otherwise falling under the Sandy Paws Guarantee, such as pet or homeowner’s insurance, you should file a claim under that policy before seeking reimbursement from us. In such a case the Sandy Paws Guarantee may be leveraged to meet deductibles or cover costs that fall outside your policy.
If you are unable to reach an agreement with the responsible party and don’t have insurance to cover costs arising from an injury or damage covered under the Sandy Paws Guarantee, you can submit a claim for reimbursement as outlined below.

How do I know if I'm eligible to file a claim?
To qualify, the stay or walk related to the reimbursable incident must have been booked and paid on sandypaws.ae, and the injury or damage must have occurred during the booked dates.
How do I submit a claim for reimbursement?
Contact our Trust & Safety team at (+971 56 826 1075) or trust@sandypaws.ae. We'll guide you through the claims process. Keep in mind we must be notified within 48 hours of the end of the booked stay or walk.
All claim-related information will be evaluated to determine if the incident is the result of care provided during a Sandy Paws stay or walk. We'll reach out to everyone involved to gather as much information as possible, including a written statement from each party. These documents will play a key role in the review process.
What do I need to submit with a vet care-related claim?
Make sure to submit:

• all veterinary treatment notes and invoices from a board-certified practicing veterinarian
• a timeline of expected care if additional treatment is needed
• any photos, additional receipts, and other relevant documents

All documentation must be submitted within seven days of the injury. Once we've received these documents, Sandy Paws claims team will review to determine eligibility. Should we have additional questions, we may follow up with either party.
Please note, we may require you to communicate your concerns to the relevant local authority.
What do I need to submit with a property damage claim?
Please provide all potentially relevant documentation, including:

• photos
• receipts or other proof of ownership or fair market value
• a completed property damage claim form

Please note, we may require you to provide proof of claim submission with your homeowners insurance, or a documented police report to move forward with a claim.
How long does the reimbursement claims process take?
The process may vary. We'll work as quickly as possible with hopes of resolving all claims within 14 days of receiving all appropriate documentation.
If I file a claim, am I eligible for a refund?
Refunds and reimbursement are considered on a case-by-case basis. We requires that owners and sitters attempt to work together with regard to refunds for services, so before filing a reimbursement claim, try contacting the other party through your inbox as your first step.
What happens to my account if I file a reimbursement claim?
We're here for both owners and sitters, and we take concerns from both parties seriously. Safety is our top priority, and results for parties found at fault can range from coaching to removal from the platform. We'll always do our best to come to a fair resolution.