FAQs Page

santra is an innovative online marketplace in the UAE specializing in homemade food and sweets. We support small business owners and homemade food and sweets makers by providing them with a user-friendly platform through which they can grow their businesses and reach a wider audience. Santra helps locals turn their home into their dream job by doing what they love every day. With 90% of our sellers being Emirati women, we’re building a community that fights unemployment. We’re revolutionizing the food system by helping mothers and locals participate in the food economy.

You can order from Santra by downloading the APP and enjoying the variety of chefs and brands, all what you need to is selecting your favorit products, add them to the cart, choose your preferred payment option and complete the purchase.

Link: onelink.to/x7adg4

Santra is a sizable food court where numerous homemade businesses are located, so you won’t have to deal with the hassle of searching for homemade cuisine, holding while dialing a chef’s number, getting a busy signal, or receiving the incorrect order as a result of poor delivery service handling. In addition, our user-friendly application allows you to view menus with images from all of your favorite chef, selecting your preferred payment method, date of delivery and you will be always notified with the order status until your order is delivered.

The only additional cost that can be added to the order value relates only to your order delivery fee. There is no hidden surcharge.

Yes, Santra offers online payment using credit card/prepaid.

Yes. You can see the latest offers through the Offers icon on the homepage

Simply follow these instructions: 

    1. You have to sign up. 
    2. Choose your desired business from the menu by clicking on the name or logo.
    3. Select your product.
    4. Make sure all the information is correct and click “Proceed for Checkout” to execute your request. Your order will be addressed to the seller immediately.

Yes. You can follow the usual order steps and then select your preferred deliver date since we operate 7 days a week.

For delivery time selection, its not possible to select a delivery slot time, but for sure your order will be delivered between 3:00pm to 8:00pm.

If you enter the email/password incorrectly. You will have to select the “Forgot Password” option and the system will automatically send the email confirmation link to your registered email address, and you will have to click on the attached link to activate your account. In this email, you will be required to choose a new password to be used in Santra’s application.

Yes. You can add the number of addresses you need to one account. Go to “My Account” and click on the “Add address” button.

This depends on the time the seller accepts the order and the time limit for the preparation of the order by the seller, as well as the distance between your home and the seller’s house. Delivery in normal conditions may take from 2 to 7 hours from the time the order is received from the seller’s location; however, it may take longer for delivery based on traffic and road congestion. 

If the sellers have a different delivery time, this will be mentioned in the app.

When the order is submitted and the application is received and accepted, you will receive notifications at all stages of your order via App notification and SMS, such as accepting your order, when preparing and when it is completed, and then when the driver receives the order until you receive the order home.

Yes. You can simply go to my orders’ section of the “My Account” page, choose the order from your list and then re-order.

If you have any complaints about your order, you can contact us via WhatsApp channel or by contacting customer service, or you can send your opinion and feedback, and suggestions to our team, and they will handle the complaint and respond to you.

Email: Help@santra.ae

Whatsapp: 97152 218 9917

Phone :  97152 218 9917


Before the Chef accepts the order, you can cancel it and get a full refund if its prepaid order. but If you need to cancel the order after the Merchant has accepted it, please get in touch with us by using the contact support channels and we will check the possibility of cancelling it. this will be depends on the chef approval because they might be prepared your order already and in this case, the cancellation wont be possible.

The time period for a refund varies depending on the type of payment method used, for credit card payments (MasterCard and Visa) it may take up to 14 business days to be refunded.

If what you received does not match your order, or if there are missing/false items in your order, you can contact us directly our contact channels (Emai,Whatsapp and phone). Our customer support team will be available to support you 7 days a week and will happy to answer your inquires and resolve any complaint.