FAQs Page
Santra is an app dedicated to home entrepreneurs, established in the UAE in 2022, which aims to deliver food and non-food products from the best local makers in the most efficient way by creating a high-quality system, as well as implementing all logistics. Simply put, Santra offers home business owners the opportunity to expand their production capabilities, offering them new ways to double the demand and thus profits, increase support for local entrepreneurs allowing them to get free marketing, and benefit from the advanced logistics provided by the staff allowing the owners to focus on their core competencies (e.g., providing good and distinctive products).
Santra provides customers with multiple portals to order from, these portals are a way to display food menus, fashion, and beauty products (descriptive and illustrated) provided by many reliable and certified home businesses, where the customer can order through our app found in both: Apple Store and Google Play.
We simply receive your orders through our Application and send them to Sellers through a separate program. You don’t have to deal with the hassle of ordering by phone, as we review the order and make sure you receive it on time with the required quality.
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:
- You can order as a registered member or as a guest (quick order).
- Choose your desired business from the menu by clicking on the name or logo.
- Select your product.
- 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 submit a “quick order” which is an easy way for new users to experience our online service.
The purpose of this service is to provide an opportunity for all new users to test our service and experience its simplicity, effectiveness, and reliability.
Yes. You can follow the usual order steps and then specify the day to be delivered to you, not more than one week from the order date.
The purpose of this service is to provide an opportunity for all new users to test our service and experience its simplicity, effectiveness, and reliability.
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, 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.
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.
Yes. You can simply go to my orders’ section of the “My Account” page, choose the order from your list and then redial it.
If you have any complaints about your order, you can notify us via live chat 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.
This is our email: Help@santra.ae
No, you can’t cancel your order unless there’s an error by the seller or an issue with the delivery that makes the order unacceptable.
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 recover.
If what you received does not match your order, or if there are missing/false items in your order, you can contact us directly via live chat or send an email. Our customer service staff will send a complaint to the chef, and we will notify you accordingly.
Our trained customer service will help you make sure you get the best experience from the time you submit your order until it reaches you. In the rare case, you will have problems with your order, you can contact us via email or call customer service directly at +971522189917
Santra drivers will do their best to be as fast as possible, our system ensures that the driver will take the shortest route to reach you, but sometimes things may get out of our control and cause unexpected delays, and if your order is delayed from the scheduled arrival time, we will let you know in advance, and we will ensure that your order arrives as soon as possible.