Terms & Conditions

“Santra – FZCO” maintains the https://home.santra.ae/ Website (“Site”).

Important Disclaimer: Please read these terms and conditions carefully before using the app and before accepting or agreeing to any of the options available to you. 

Note: Your use of the mobile App means that you agree to comply with these terms and conditions. 

General Acceptance: Santra has a mobile application. This document regulates the legal relationship between you and Santra sellers. Access and use of this application and all the products and services it provides to you, referred to later as “Services”, are subject to the following terms and conditions of use (your use of the Services is an implicit approval of the terms of use that may be updated from time to time. United Arab of Emirates is our country of domicile and kindly note that the governing law is the local law. Also, we will not trade with or provide any services to OFAC and sanctioned countries. Any dispute or claim arising out of or in connection with this platform shall be governed and constructed in accordance with the laws of the United Arab Emirates.

  1. User accounts Security and Creation 

The user can create an account on the platform and determine the “username” and “password” by herself/himself. The “username” is personal to the user and the same “username” is not given to two different users. The “password” is only known by the user. The user can change the password at any time. It is solely the responsibility of the user to select and protect the password. Santra is not liable for any problems, which may arise from the use of the password. 

For the user to connect to the services, which require an account of the Platform, the user must enter the username and password. This process is called “login” to Santra’s platform.

By using this platform, you warrant that any personal information provided by you is true, accurate, current, and complete in all respects and that you will notify us immediately of any changes to your personal information by updating your “User profile” on the platform or by contacting us, you agree not to impersonate any person or entity, or misrepresent any person or entity, or to use a false name or a name that you are not authorized to use.

You are not allowed to register multiple Accounts for use by the same person. Violation of this clause may result in the termination of your account.

Users’ passwords should be kept confidential at all times and must not be shared or disclosed to anyone. You are responsible for all activities and orders that occur or are submitted through your account. If you know or suspect that someone knows your password, then you should contact us immediately.
You will not include the word “Santra” in your registration user ID.

You will maintain and promptly update the user’s personal information to keep it true, accurate, current, and complete. If you provide any information that is untrue, inaccurate, not current, or incomplete, under this User Agreement or at law, Santra has the right to indefinitely suspend, limit or withdraw your access to the platform and/or your account of the Site.

Customers using the website who are Minor /under the age of 18 shall not register as a User of the website and shall not transact on or use the website. 

Cardholders must retain a copy of transaction records and Merchant policies and rules. 

  1. Service description 

Santra is an online platform that brings together licensed home entrepreneurs in one place. Users who agree to the terms and conditions would be allowed to order products from Santra’s sellers on our platform.

The purpose of this Platform is to provide a simple and convenient service to users linking them to home business owners all over the UAE that offer a variety of goods including home-prepared meals, and non-food items such as fashion products and beauty products. Santra is partnered with third-party logistics to provide delivery services.

Santra is not involved in the production of any goods produced by the sellers. When an order is placed by a customer, Santra acts as a coordinator on behalf of the seller to conclude the order from the platform and manage the order processing. The sellers are required to comply with the country’s local laws, rules, regulations, and standards related to goods and services preparation, sale, marketing, and safety. 

All goods and services preparation is the sole responsibility of the seller accepting the order. In case of any unexpected delay in the preparation of the order, the seller should inform Santra.

Sellers may represent that the goods and services preparation is per special standards, for example (including without limitation) to “organic,” or allergen-specific standards, for example (including without limitation) “nut-free”, “gluten-free”, or “lactose-free”. Further, Santra does not guarantee that the Goods sold by the sellers are free of allergens unless otherwise required by applicable laws. If you have allergies, allergic reactions, or dietary restrictions and requirements, please contact the sellers before placing an Order on our Platform. as Santra does not independently investigate or verify such representations.

  1. Prohibitions 

You may not access or use the application for any other purpose other than that for which Santra makes it available. In case of any prohibited activities committed by the user, the company has the right to suspend, block or terminate the user’s membership and prevent his/her access to log in to the service. Prohibited activities include but are not limited to the following:

Making any unauthorized use of the Santra services, including collecting usernames and/or email addresses of users by electronic or other means to send unsolicited emails.

Attempting to impersonate another user or person; using the username of another user; selling or otherwise transferring your profile.

Attempting to bypass any measures of the application designed to prevent or restrict access to the app, or any portion of the app, transfer, or distribution of any kind of virus or malicious or malicious files.

Harassing, annoying, intimidating, or threatening Santra company through any medium of communication or to any of its employees or agents engaged in providing any part of Santra company services to you.

Any publication containing one or more of the prohibitions above will be deleted, and Santra reserves the right to permanently delete the user’s account blacklist the account, and/or report content to law enforcement authorities and disclose your identity to them. 

Using the application in a manner inconsistent with all applicable laws and regulations.

Any other suspected malicious activities on Santra’s applications.

  1. Intellectual Property

The content on the platform (“Santra”), all trademarks, logos, images, and service marks displayed on the Platform or in our marketing material are the Intellectual Property of Santra and/or third parties who have authorized us with the right to use such proprietary rights (collectively the “Intellectual Property”). Santra content includes, without limitation, all source code, databases, functionality, software, website designs, audio, video, text, photographs, and graphics. Santra Content may not be used, copied, reproduced, uploaded, posted, distributed, transmitted, broadcasted, displayed, sold, licensed, or otherwise exploited for any other purposes whatsoever without the prior written consent of the respective owners.  The use of our Intellectual Property rights, including but not limited to the Santra’s trademarks and copyrights to the Santra logo on any other website not approved by us is strictly prohibited. Santra will enforce its Intellectual Property rights to the fullest extent of the laws.

  1. Limitation of liability

To the extent permitted by law, Santra provides this Platform and content on an “as-is” and “as-available” basis and we make no representation or warranty of any kind, express or implied, regarding the content or availability of this Platform, or that it will be timely or error-free, that defects will be corrected, or that the Platform or server that makes it available are free of viruses or other harmful components. Subject to the previous paragraph, neither Santra nor its directors, officers, agents, employees, or contractors shall have any liability for any direct, indirect, special, or consequential losses or damages (including without limitation, damages for loss of business or loss of profits), arising in contract, tort or otherwise from the use or inability to use this Platform. Nothing in these terms shall exclude or limit liability for death or personal injury resulting from our negligence or that of our agents or employees.

We are not responsible for any claims or damages raised by the buyer or courier service provider. The “seller” is responsible for covering any fees or refunds, because of failed/returned deliveries. 

  1. Complaints 

For any complaints or comments contact Santra’s team to ensure that the issue is solved as soon as possible.

  1. The App’s Policies, Terms & Conditions 

Santra’s terms and conditions may be changed or updated occasionally to meet the requirements and standards. Therefore, the users are encouraged to frequently visit these sections to get updates regarding the changes to the application. Modifications will be effective on the day they are posted. 

  1. Product Safety:
    1. Ensure that your products do not cause any personal injury or damage to property and provide the special care that may require potentially dangerous products including but not limited to (health and safety) to additional guarantees given to the online store (application) to allow the sale and to assume on its responsibility and/or liability and/or the costs of any obligations as a result of failure to follow the relevant health and safety requirements and or the sale of products that are dangerous to individuals or property.
    2. The merchant alone is responsible for all their products ordered or distributed through the app (application) and reserves the right to reject products that are classified as prohibited items and their modifications from time to time.
    3.  Products for sale on the application must comply with all laws, regulations, policies, and protocols that are specified in and updated from time to time.
    4. The seller is fully responsible for displaying his/her products on the App whether or not these products are mentioned in the relevant guidelines. 
    5. For food products, the seller must conform the products to the declared international food specifications.
  1. Confidentiality 

For the duration of your use of our services, you may receive information about us or our services (including Santra transaction information) that does not appear to the public (“confidential information”).

  1. All confidential information remains the exclusive property of the Santra App.
  2. You are entitled to use confidential information only to the extent necessary to participate in your services. 
  3.  Otherwise, you may not disclose confidential information to any other person or third party. 
  4.  You must take all reasonable measures to protect confidential information from any use or disclosure that is not expressly permitted in these terms of application. You may not issue any press release or make any public statement relating to our services or the use of our name trademarks, or logo in any way (including in promotional materials) without prior written permission, and you may not miss-submit or exaggerate our relationship in any way.

Santra takes reasonable measures (physical, organizational, and technological) to safeguard against unauthorized access to your personally identifiable information and to safely store your personally identifiable information. Santra will not pass any debit/credit card details to third parties. However, the Internet is not a secure medium, and the privacy of your personal information can never be guaranteed. You agree that Santra may process the personal information you provided to provide services on the Santra Platform and send you marketing communications.

  1. Online Payment Service

Debit / Credit Cards: Please read the following terms of use and disclaimers carefully before using Debit / Credit Cards:

  • We provide electronic payment service to the customers through Santra customer application.
  • Visa and Master Card in AED will be accepted for payment. 
  • All credit/debit card details and personally identifiable information are confidential and will NOT be stored, sold, shared, rented, or leased to any third parties. 
  • Once the payment is made, the confirmation notice will be sent to the client via email and/or SMS within 24 hours of receipt of payment.
  • Customers using the Debit / Credit Cards facility are requested to be available on their respective contact numbers.
  • Credit or Debit cards used in placing orders through the online payment gateway on Santra’s applications must belong to the user. Otherwise, the user must attain legal permission from the card owner to perform the transaction.
  • The payment details you are asked to submit will be provided directly to our payment provider via a secured connection.
  • The customer is entirely liable for placing an order using the Debit / Credit Cards facility after carefully reading all the terms & conditions.
  1. Delivery Policy 
  • Santra app delivers food items and dry products (non-food items). 
  • Santra app receives and delivers products only within UAE boundaries. 
  • Delivery within UAE cities shall be within 7 hours. 
  • Delivery Fees will be mentioned on the checkout page, and they vary based on the location, distance, and the time the order was placed at.
  • Avoid any delivery delay by providing your full address along with your contact details. 
  • The delivery is done by third-party couriers. 
  • An estimated delivery time will be provided to you in your email confirmation. However, delivery times shall vary depending on factors that are not controllable (e.g., order quantity, distance, time of day (peak periods), weather conditions, traffic conditions, etc.).
  • You acknowledge that the delivery time we provide is only an estimate and that Orders may arrive earlier or later.
  • To ensure that you do not miss the delivery of an Order, you should ensure that either you or someone is at the delivery location to receive the Order once an Order is placed.  
  • Delivery timings are subjected to the specified timings on Santra app once the order is placed.
  • Once the order is ready for delivery, our delivery service will pick up the order from the seller and deliver it to the customer as soon as possible. 
  • The delivery receipt will be available in the application once the payment is done.

Wrong Order, Missing Order, Defective Items

  • Upon receipt of your Order, if you discover that there are issues with your Order (e.g., wrong order, defective order, or missing items) please contact customer support via our in-app customer support chat feature immediately. If we determine that the Order and/or goods you received are not of satisfactory condition or quality, we will compensate you for your Order or parts of your Order.

Late Delivery

  • If your order is significantly delayed from the estimated delivery time, please contact customer support via our in-app customer support chat feature immediately. In some cases, Santra may request additional information to properly investigate the issue with your Order. If we determine that the Order and/or goods you received are significantly delayed, we will compensate you for your Order

  1. Refund Policy

In case of problems with your order, please contact Santra through our live chat and we will assist you. 

In appropriate cases, if you have already been billed by Santra, we will issue full or partial refunds. In the following cases: if you did not receive your order or received an incorrect order.

You will receive your refund as Santra credit on your Santra account unless you request a refund to the original source of payment.

  1. Cancellation Policy 

The customer’s order can be canceled and refunded if the following occurs: 

  • If the seller did not accept the order, otherwise if the seller accepts the order, then the cancellation policy is not valid. 
  • If the seller cancels the order. 
  • If any technical issue occurs with the app. 

Santra staff can decide to cancel any customer’s order if it is suspected that the customer’s account is fake. 

Refunds will be made back to the payment method used initially by the customer. Please allow up to 7days for the refund transfer process to complete. 

You can cancel an order for a full refund until the order has been accepted by the seller. If you need to cancel the order after it has been accepted by the seller, please contact us via the chat function on the Platform to cancel the order. Santra reserves the right to not issue full or partial refunds if you have canceled the order after it has been accepted.

An order may be canceled by the seller after you have received a confirmation that it has been sent to the seller. Santra and the seller reserve the right to cancel any order, before or after acceptance, and will notify you immediately of any such cancellation.