Terms of service

Terms of Service

Last updated: 18/05/2026

Welcome to Moments by Santra. By placing an order with us, you agree to these Terms of Service. Please read them carefully before completing your purchase.

1. About Us

Moments by Santra operates an e-commerce platform at momentsbysantra.ae, delivering premium gift boxes containing fresh flowers, cakes, and sweets across the United Arab Emirates.

Business Name: Moments by Santra
Contact: moments@santra.ae
WhatsApp: +971 52 218 9917
Service Area: United Arab Emirates

2. Acceptance of Terms

By accessing our website, placing an order, or using our services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree with any part of these terms, please do not use our services.

3. Products and Services

Product Information

  • All products contain perishable items including fresh flowers, cakes, and chocolates
  • Product images are for illustration purposes and may vary slightly from the actual items delivered
  • Flowers are natural products and may vary in size, color, and bloom stage
  • Cakes are handmade and may have minor variations from photos
  • We reserve the right to substitute products of equal or greater value if an item becomes unavailable

Product Availability

  • All products are subject to availability
  • We reserve the right to discontinue any product at any time
  • If an item becomes unavailable after your order, we will contact you to offer a suitable alternative or full refund

Age Restrictions

  • You must be at least 18 years old to place an order
  • By placing an order, you confirm that you are of legal age

4. Orders and Payment

Placing Orders

  • All orders must be placed through our website at momentsbysantra.ae
  • You must provide accurate and complete information when placing an order
  • We reserve the right to refuse or cancel any order at our discretion

Order Confirmation

  • An order confirmation will be sent to your email and/or WhatsApp after successful payment
  • The order confirmation does not constitute acceptance of your order
  • We reserve the right to cancel orders if we cannot fulfill them

Pricing

  • All prices are listed in UAE Dirhams (AED) and include VAT
  • Prices are subject to change without notice
  • The price charged will be the price displayed at the time you complete your order
  • Delivery charges are calculated at checkout based on your location

Payment

  • We accept payment via credit card, debit card, and other payment methods displayed at checkout
  • Payment is processed securely through our payment provider, Geidea
  • Payment must be received in full before we prepare your order
  • By providing payment information, you confirm that you are authorized to use the payment method

Payment Failures

  • If payment fails, your order will not be processed
  • We are not responsible for orders that are not fulfilled due to payment failures
  • You are responsible for ensuring your payment method has sufficient funds

5. Delivery

Delivery Schedule

  • Orders must be placed before 9 PM UAE time for next-day delivery
  • Orders placed after 9 PM will be delivered the day after next
  • Special cutoff: Orders placed after 3 PM on Monday cannot be delivered on Tuesday (earliest delivery is Wednesday)
  • Delivery times are estimates and not guaranteed
  • We deliver 7 days a week across the UAE

Delivery Date Selection

  • You must select a delivery date when placing your order
  • The delivery date is binding once your order is confirmed
  • Changes to the delivery date must be requested at least 24 hours in advance

Delivery Areas

  • We deliver across the United Arab Emirates
  • Delivery charges for all emirate:
    • AED 25
  • Remote or restricted areas may have additional charges or longer delivery times

Delivery Process

  • Our delivery team will contact the recipient via phone or WhatsApp before delivery
  • If no one is available to receive the delivery, we will attempt to contact you
  • Failed deliveries due to incorrect address or recipient unavailability may incur re-delivery charges

Delivery Address

  • You are responsible for providing an accurate and complete delivery address
  • We are not responsible for failed or delayed deliveries due to incorrect address information
  • Address changes must be requested at least 12 hours before the scheduled delivery time

Gift Deliveries

  • If you select "This is a gift" at checkout, we will deliver to the address provided
  • The recipient will receive the delivery, not the person who placed the order
  • We do not include pricing information in gift deliveries

Delivery Issues

  • If your order is not delivered on the scheduled date, contact us immediately
  • We will investigate and offer a refund or replacement as per our Refund Policy
  • We are not liable for delays caused by events beyond our control (severe weather, traffic, emergencies)

6. Product Quality and Care

Freshness Guarantee

  • All flowers are cut fresh on the day of delivery
  • All cakes are prepared fresh on the day of delivery
  • Products are designed to be enjoyed immediately upon receipt

Product Care Instructions

  • Flowers: Trim stems and place in fresh water immediately; they will stay fresh for 5-7 days
  • Cakes: Refrigerate immediately upon receipt; best consumed within 48 hours
  • Chocolates and sweets: Store in a cool, dry place

Quality Issues

  • If you receive a product that does not meet our quality standards, contact us within 2 hours of delivery with photos
  • See our Refund Policy for details on refunds and replacements

7. Cancellations and Modifications

Order Cancellations

  • Before 9 PM the day before delivery: Full refund
  • After 9 PM the day before delivery: No refund (preparation has begun)
  • On the delivery day: No cancellations accepted

Order Modifications

  • Changes to flavor, flower color, or delivery address must be requested at least 12 hours before delivery
  • We cannot guarantee that modifications can be accommodated
  • Some modifications may incur additional charges

8. Allergies and Dietary Restrictions

Allergen Information

  • All products contain common allergens including wheat, eggs, dairy, and nuts
  • Full allergen information is provided on each product page
  • We cannot guarantee that products are free from traces of allergens
  • If you have severe allergies, please contact us before ordering

Your Responsibility

  • You are responsible for reviewing allergen information before placing an order
  • We are not liable for allergic reactions resulting from consumption of our products
  • If ordering for someone else, ensure they are aware of potential allergens

9. Intellectual Property

Website Content

  • All content on momentsbysantra.ae, including text, images, logos, and designs, is owned by Moments by Santra
  • You may not copy, reproduce, distribute, or create derivative works without our written permission

Product Photography

  • Product images are for display purposes only and may not be used without permission
  • We reserve the right to use photos of delivered products for marketing purposes unless you opt out

10. User Accounts

Account Creation

  • You may create an account to track orders and save delivery addresses
  • You are responsible for maintaining the confidentiality of your account credentials
  • You are responsible for all activities that occur under your account

Account Security

  • Notify us immediately if you suspect unauthorized use of your account
  • We are not liable for losses resulting from unauthorized account access

11. Limitation of Liability

Our Liability

  • Our total liability for any claim related to your order is limited to the amount you paid for that order
  • We are not liable for indirect, incidental, or consequential damages
  • We are not liable for damages caused by events beyond our control

Your Responsibility

  • You are responsible for inspecting products upon delivery and reporting issues promptly
  • Failure to report quality issues within 2 hours limits our ability to assess and resolve the problem

12. Privacy and Data Protection

  • Your personal information is collected and used in accordance with our Privacy Policy
  • We comply with UAE data protection laws
  • Your information is used solely for order fulfillment, delivery, and customer communication
  • See our Privacy Policy for full details

13. Communication

Order Updates

  • We will send order confirmations, delivery updates, and receipts via email and/or WhatsApp
  • By placing an order, you consent to receive these communications
  • You can opt out of marketing communications at any time

Customer Support

  • Contact us via WhatsApp at +971 52 218 9917 or email at moments@santra.ae
  • Support hours: 7 days a week, 9 AM to 6 PM UAE time
  • We aim to respond to all inquiries within 2 hours during business hours

14. Force Majeure

We are not liable for delays or failure to perform our obligations due to events beyond our reasonable control, including but not limited to:

  • Natural disasters
  • Severe weather conditions
  • Government restrictions or regulations
  • Strikes or labor disputes
  • Public health emergencies
  • War or civil unrest

15. Governing Law

These Terms of Service are governed by the laws of the United Arab Emirates. Any disputes arising from these terms or your use of our services will be subject to the exclusive jurisdiction of the courts of the UAE.

16. Changes to Terms

  • We reserve the right to update these Terms of Service at any time
  • Changes will be posted on this page with an updated "Last updated" date
  • Continued use of our services after changes constitutes acceptance of the new terms
  • For significant changes, we will notify customers via email or website notice

17. Severability

If any provision of these Terms of Service is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

18. Entire Agreement

These Terms of Service, together with our Privacy Policy and Refund Policy, constitute the entire agreement between you and Moments by Santra regarding your use of our services.

19. Contact Information

For questions about these Terms of Service:

Moments by Santra
Email: moments@santra.ae
WhatsApp: +971 52 218 9917
Website: momentsbysantra.ae
Hours: 7 days a week, 9 AM to 6 PM UAE time