Terms & Conditions

Effective Date: 31/08/2026

These Terms and Conditions (“Terms”, “Terms & Conditions” or “T&C”) govern your access to and use of the Souneeds website, mobile application, and related services (collectively, the “Platform”) operated by Souneeds (“Souneeds”, “Company”, “we”, “us” or “our”).

By accessing, browsing, registering on, or placing an order through the Platform, you (“Customer”, “you” or “your”) acknowledge that you have read, understood and agreed to these Terms & Conditions, together with our Privacy Policy, Cancellation & Refund Policy, Delivery Policy and any other policies displayed on the Platform.

If you do not agree with these Terms, please do not use the Platform.

Souneeds reserves the right to modify, update or amend these Terms at any time. Changes will become effective once published on the Platform. Your continued use of the Platform after such changes shall constitute acceptance of the revised Terms.

1. ABOUT SOUNEEDS

Souneeds is an online platform that enables customers to browse and purchase products including, but not limited to:

• Grocery and daily-use household products
• Fresh food products
• Frozen food products
• Meat and chicken products
• Fruits and vegetables
• Packaged food and beverages
• Personal care and household products
• Other products listed on the Platform from time to time

Products may be supplied directly by Souneeds, its affiliated businesses, partner stores, vendors, sellers, restaurants, meat/frozen-food suppliers or other third-party service providers (“Seller(s)”).

Depending on the product, the contract of sale may be between the Customer and Souneeds or between the Customer and the relevant Seller.

2. PERSONAL INFORMATION

During registration, ordering or use of the Platform, Souneeds may collect information including:

• Name
• Mobile number
• Email address
• Delivery address
• PIN code
• Location information, where permitted
• Order and transaction details
• Payment information through authorised payment partners
• Device and technical information
• Browsing and Platform usage information

Your personal information will be handled in accordance with Souneeds’ Privacy Policy and applicable Indian laws.

You are responsible for ensuring that the information provided by you is accurate and up to date.

3. ELIGIBILITY

You must be legally capable of entering into a contract under applicable Indian law to use the Platform and purchase products.

Customers below 18 years of age may use the Platform only under the supervision and with the consent of a parent or legal guardian, where permitted by applicable law.

Certain products may have additional age restrictions under applicable laws. Souneeds may refuse or cancel an order where the Customer is not legally permitted to purchase the relevant product.

4. ACCOUNT & REGISTRATION

4.1

Certain features of the Platform, including placing orders, may require you to create an account.

4.2

You agree to provide correct, complete and current information during registration.

4.3

You are responsible for maintaining the confidentiality of your account credentials and for all activities carried out through your account.

4.4

You must immediately notify Souneeds if you believe your account, mobile number, password or other credentials have been lost, stolen or used without your authorisation.

4.5

Souneeds may suspend, restrict or terminate accounts that are found to contain false information, are being misused, or are involved in fraudulent or unlawful activities.

4.6

A Customer may not create or operate multiple accounts for the purpose of abusing discounts, promotions, refunds, coupons, rewards or other benefits.

5. PRODUCTS & PRODUCT INFORMATION

Souneeds makes reasonable efforts to ensure that product names, descriptions, photographs, prices, weights, quantities and other information displayed on the Platform are accurate.

However:

• Product photographs may be for representation purposes only.
• Actual colour, size, appearance, packaging or branding may differ.
• Packaging may change from time to time.
• Product availability may change without prior notice.
• The actual weight of certain fresh, meat, chicken, fruit, vegetable or other variable-weight products may differ from the displayed estimated weight.
• Minor variations in weight may result in a corresponding change in the final amount payable.

Customers are advised to review the product description and applicable terms before placing an order.

6. PRICING

Prices displayed on the Platform are subject to change without prior notice.

The price applicable to an order will generally be the price displayed at the time the order is confirmed, subject to:

• Variable-weight products;
• Pricing errors;
• Applicable taxes;
• Delivery charges;
• Handling or packaging charges;
• Platform/convenience charges;
• Offers, discounts and promotional conditions.

Where a product is sold by actual weight, the final price may be calculated based on the actual weight supplied.

If the final weight or price differs from the estimated amount, Souneeds may adjust the final payable amount or refund/collect the applicable difference in accordance with the applicable payment and refund process.

7. ORDER PLACEMENT & ACCEPTANCE

7.1

Placing an order on the Platform constitutes an offer by you to purchase the selected products.

7.2

An order shall be considered accepted only when Souneeds or the relevant Seller confirms the order, subject to product availability and other applicable conditions.

7.3

Souneeds may reject, modify or cancel an order for reasons including:

• Product unavailability;
• Incorrect product information;
• Pricing or technical errors;
• Delivery limitations;
• Stock limitations;
• Suspicion of fraud or misuse;
• Incorrect customer information;
• Force majeure or operational circumstances;
• Violation of these Terms.

7.4

If an order is cancelled by Souneeds after payment has been received, the applicable amount will be refunded in accordance with the Refund Policy.

8. CANCELLATION BY CUSTOMER

Customers may cancel an order only while the cancellation option remains available on the Platform.

Once an order has been processed, packed, dispatched or handed over for delivery, cancellation may not be possible.

For fresh, frozen, meat and chicken products, cancellation may be restricted after processing or preparation because such products may be prepared specifically for the Customer.

Any applicable cancellation charges or refund restrictions will be displayed on the Platform or communicated to the Customer where applicable.

9. CANCELLATION BY SOUNEEDS

Souneeds may cancel an order, wholly or partly, including where:

• Products are unavailable;
• Products are damaged or unsuitable for delivery;
• The delivery location is outside the service area;
• There is an incorrect price or product listing;
• The order appears fraudulent or suspicious;
• The Customer has previously misused the Platform;
• The delivery cannot reasonably be completed;
• There are circumstances beyond Souneeds’ reasonable control.

Where payment has already been made, the eligible amount will be refunded in accordance with the applicable Refund Policy.

10. GROCERY PRODUCTS

Grocery products may include packaged food, household goods, personal-care products, beverages and other daily-use products.

Customers should check:

• Product name;
• Quantity;
• Size;
• Expiry/best-before information;
• Packaging condition;
• Applicable storage instructions.

Products should be stored and consumed according to the manufacturer’s instructions.

Souneeds shall not be responsible for deterioration caused by improper storage or handling by the Customer after delivery.

11. FROZEN FOOD PRODUCTS

Frozen products must be stored under appropriate temperature conditions.

11.1

Frozen products may be delivered in suitable packaging or temperature-controlled conditions depending on availability and operational requirements.

11.2

Customers should immediately store frozen products according to the instructions provided on the packaging.

11.3

Customers should not refreeze a product if the product packaging or manufacturer instructions indicate that it should not be refrozen.

11.4

Complaints concerning melted, damaged, incorrect or otherwise unsuitable frozen products should be reported to Souneeds as soon as reasonably possible after delivery, preferably with photographs or other supporting evidence.

11.5

Refunds or replacements for frozen products will be subject to verification and the applicable Return/Refund Policy.

12. MEAT & CHICKEN PRODUCTS

Meat and chicken products may be supplied fresh, chilled or frozen, depending on the product listing.

12.1

Meat and chicken products may be sold by estimated or actual weight. The final price may therefore vary based on the actual quantity supplied.

12.2

Customers are responsible for providing correct delivery information and ensuring that someone is available to receive perishable products.

12.3

Because meat and chicken are perishable products, returns may generally not be accepted once the product has been delivered, except where permitted under the applicable Return/Refund Policy or where the product is:

• Incorrect;
• Damaged before or during delivery;
• Spoiled or unsuitable upon delivery;
• Significantly different from the ordered product.

12.4

Customers should report problems with meat or chicken products promptly after delivery and may be required to provide photographs, videos, packaging details or other information reasonably required to investigate the complaint.

12.5

Customers must follow all applicable food-safety, storage, cooking and handling instructions provided with the product.

12.6

Souneeds may refuse a return, replacement or refund where evidence indicates that the product was improperly stored, handled, cooked or used after delivery.

13. PERISHABLE PRODUCTS

Fresh, chilled, frozen, meat, chicken, fruits, vegetables and other perishable products may be subject to special cancellation, return and refund conditions.

Unless otherwise stated on the Product Page:

• Perishable products may not be eligible for ordinary returns.
• Complaints should be raised promptly after delivery.
• Souneeds may request photographic or other evidence.
• Refunds/replacements will be subject to verification.
• Refunds may be denied where the issue appears to have resulted from improper storage or handling after delivery.

14. PRODUCT QUALITY & FOOD SAFETY

Souneeds aims to provide products that comply with applicable requirements and are sourced through appropriate channels.

However, where products are supplied by third-party Sellers, Souneeds may act as a marketplace or intermediary and the relevant Seller may be responsible for the product’s quality, ingredients, manufacturing, packaging and other product-specific matters, subject to applicable law.

Customers should review labels, ingredients, allergens, nutritional information, expiry/best-before dates and storage instructions before consuming products.

Customers with food allergies or dietary restrictions should independently verify product information before consumption.

15. DELIVERY

Souneeds provides delivery services in selected locations and service areas.

Delivery times displayed on the Platform are estimates and may vary due to:

• Traffic;
• Weather;
• Demand;
• Product availability;
• Order volume;
• Address-related issues;
• Operational circumstances;
• Government restrictions;
• Force majeure events.

Souneeds does not guarantee delivery at an exact time unless expressly stated.

16. DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address, including:

• House/building number;
• Street/locality;
• PIN code;
• Contact number;
• Any other information reasonably necessary for delivery.

If delivery cannot be completed because of incorrect or incomplete information provided by you, additional delivery charges may apply where permitted.

17. DELIVERY ACCEPTANCE

Customers should check the order at the time of delivery where reasonably possible.

Where an order contains visibly damaged, incorrect or missing items, the Customer should report the issue promptly through the Platform or Customer Support.

For certain perishable products, acceptance or complaint procedures may differ because of the nature of the product.

18. RETURNS, REPLACEMENTS & REFUNDS

Returns, replacements and refunds are governed by Souneeds’ applicable Return, Refund and Cancellation Policy.

Depending on the product, the following may apply:

Non-perishable products

Eligible products may be returned or replaced within the applicable return window, subject to product-specific conditions.

Perishable products

Fresh, frozen, meat, chicken and other perishable products may generally not be returnable. However, a refund or replacement may be considered for genuine issues such as:

• Wrong product;
• Damaged product;
• Spoiled product;
• Product substantially different from the order;
• Other verified quality issues.

The final decision regarding a refund or replacement shall be made in accordance with the applicable policy and applicable law.

19. REFUND PROCESS

Approved refunds may be processed through the original payment method, Souneeds wallet/store credit, or another permitted method depending on the nature of the transaction and applicable law.

Refund processing time may vary depending on the payment method and financial institution.

Souneeds shall not be responsible for delays caused by banks, payment gateways or other third-party financial institutions.

20. PAYMENT

Souneeds may provide payment options including, where available:

• Credit cards;
• Debit cards;
• UPI;
• Net banking;
• Wallets;
• Cash on Delivery;
• Other payment methods supported on the Platform.

All payments must be made using authorised payment methods.

Souneeds may restrict certain payment methods for specific products, locations, order values or customers.

21. CASH ON DELIVERY

Where Cash on Delivery (“COD”) is available:

• COD may be subject to order-value or location restrictions.
• Souneeds may restrict COD for certain products.
• Customers must pay the complete applicable amount at delivery.
• Repeated refusal of confirmed COD orders may result in COD being disabled or the Customer’s account being restricted.

22. PROMOTIONS, COUPONS & DISCOUNTS

Souneeds may provide promotional offers, coupons, discounts, cashback, rewards or other benefits.

Each offer may have separate eligibility requirements and conditions.

Souneeds reserves the right to:

• Modify or withdraw an offer;
• Limit the number of uses;
• Restrict offers to selected Customers;
• Cancel benefits obtained through misuse or fraud.

Coupons and promotional benefits generally cannot be exchanged for cash unless expressly stated otherwise.

23. CUSTOMER CONDUCT

You agree not to:

• Use the Platform for unlawful purposes;
• Provide false or misleading information;
• Create fraudulent accounts;
• Abuse promotional offers;
• Place fraudulent or fake orders;
• Repeatedly cancel or reject genuine orders;
• Attempt to obtain unauthorised refunds;
• Harass, threaten or abuse delivery personnel, Sellers or Customer Support staff;
• Interfere with the operation of the Platform;
• Attempt unauthorised access to Platform systems;
• Use automated tools, bots, spiders or scraping systems without written permission;
• Upload harmful software or malicious code;
• Violate any applicable law.

Souneeds may suspend or terminate accounts involved in such conduct.

24. DELIVERY PARTNER & SELLER CONDUCT

Customers are expected to treat delivery partners, Sellers, employees and service personnel respectfully.

Souneeds may take appropriate action where a Customer engages in abusive, threatening, discriminatory, violent, fraudulent or otherwise unlawful conduct.

This may include cancellation of orders, suspension of accounts and reporting the matter to appropriate authorities where necessary.

25. PROHIBITED USE

You shall not use the Platform to:

• Conduct illegal activities;
• Resell products where prohibited;
• Circumvent Platform security;
• Collect or scrape Platform data without permission;
• Copy Platform content for commercial purposes;
• Upload copyrighted material without authorisation;
• Distribute harmful, obscene, threatening or unlawful content;
• Attempt to interfere with Platform infrastructure;
• Attempt to access another person’s account.

26. INTELLECTUAL PROPERTY

All intellectual property appearing on the Platform, including:

• Souneeds name;
• Souneeds logo;
• Trademarks;
• Product interface;
• Website design;
• Application design;
• Text;
• Graphics;
• Photographs;
• Videos;
• Software;
• Content;

belongs to Souneeds, its licensors, Sellers or other respective rights holders.

You may use the Platform only for personal and lawful purposes.

You may not reproduce, copy, modify, distribute, sell or commercially exploit Platform content without prior written permission.

27. USER REVIEWS & FEEDBACK

Customers may submit reviews, ratings, suggestions, photographs, comments or other feedback.

You represent that your submissions:

• Are truthful to the best of your knowledge;
• Do not infringe third-party rights;
• Do not contain unlawful, defamatory, abusive or obscene content;
• Do not contain malicious software;
• Do not impersonate another person.

Souneeds may moderate, remove or refuse to publish content that violates these Terms or applicable law.

By submitting content, you grant Souneeds a non-exclusive, royalty-free licence to use, reproduce, display and publish the content for Platform and promotional purposes, subject to applicable law.

28. THIRD-PARTY SELLERS

Certain products may be supplied by third-party Sellers.

Where applicable, product-specific matters including price, availability, quality, ingredients, packaging and fulfilment may be the responsibility of the relevant Seller.

Souneeds may provide the Platform and delivery or other support services while the Seller remains responsible for the underlying product, subject to applicable law.

The relevant Seller’s terms may also apply to such transactions.

29. NO UNAUTHORISED ENDORSEMENT

The appearance of any third-party brand, Seller, product, service or website on the Platform does not necessarily constitute an endorsement or recommendation by Souneeds.

Customers should independently review product information and make appropriate purchasing decisions.

30. DISCLAIMER

To the maximum extent permitted by applicable law, the Platform and its Services are provided on an “as available” and “as is” basis.

Souneeds does not guarantee that:

• The Platform will always be available;
• Every product will always be in stock;
• Product information will always be error-free;
• Delivery will always occur within the estimated time;
• The Platform will be completely free from technical errors or interruptions.

Nothing in these Terms shall exclude or limit any rights or remedies that cannot lawfully be excluded or limited under applicable law.

31. LIMITATION OF LIABILITY

To the maximum extent permitted by applicable law, Souneeds shall not be liable for indirect, incidental, special, consequential or punitive losses arising from the use of the Platform.

Souneeds’ liability, where applicable, shall be limited to the extent permitted by applicable law.

Nothing in these Terms shall limit liability that cannot legally be limited or excluded under applicable law.

32. INDEMNITY

You agree to indemnify and hold harmless Souneeds, its directors, officers, employees, agents, affiliates and service providers against claims, losses, liabilities, damages, costs and expenses arising from:

• Your breach of these Terms;
• Your misuse of the Platform;
• Your violation of applicable law;
• Fraudulent or unauthorised activities carried out through your account;
• Your infringement of third-party rights;
• Information or content submitted by you.

This provision shall survive termination of your account to the extent permitted by law.

33. PRIVACY

Your use of the Platform is also governed by Souneeds’ Privacy Policy.

By using the Platform, you acknowledge that your information may be collected, processed, stored and shared with service providers, payment processors, logistics partners, Sellers and other parties where necessary to provide the Services and as permitted by applicable law.

34. COMMUNICATIONS

By registering or placing an order, you agree that Souneeds may contact you through:

• SMS;
• Phone calls;
• Email;
• WhatsApp or other permitted messaging services;
• In-app notifications.

Communications may relate to orders, payments, deliveries, account activity, customer support, security, promotions and other Platform-related matters, subject to applicable law and your communication preferences.

35. FORCE MAJEURE

Souneeds shall not be responsible for failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including:

• Natural disasters;
• Floods;
• Fire;
• Epidemics or pandemics;
• Government restrictions;
• Strikes;
• Riots;
• War;
• Civil unrest;
• Transportation disruptions;
• Internet or telecommunications failures;
• Power failures;
• Other events beyond reasonable control.

36. SUSPENSION & TERMINATION

Souneeds may suspend or terminate your access to the Platform where:

• You breach these Terms;
• Your account is involved in fraud;
• You misuse refunds or promotions;
• You repeatedly place fraudulent or rejected orders;
• Your conduct threatens Platform users or personnel;
• Required by law;
• Necessary for security or operational reasons.

You may stop using the Platform at any time.

Termination will not affect obligations or liabilities that arose before termination.

37. GOVERNING LAW

These Terms shall be governed by and interpreted in accordance with the laws of India.

Subject to applicable law, disputes shall be subject to the jurisdiction of the courts having competent jurisdiction over Delhi JURISDICTION.

If Souneeds chooses to include an arbitration mechanism, the same should be set out in a separate clause reviewed by legal counsel.

38. SEVERABILITY

If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision shall be modified or removed to the minimum extent necessary, while the remaining provisions shall continue to remain valid and enforceable.

39. WAIVER

Failure by Souneeds to enforce any provision of these Terms shall not constitute a waiver of its right to enforce that provision in the future.

Any waiver must be expressly made by Souneeds in writing.

40. CUSTOMER SUPPORT

For questions, complaints, order-related issues, refunds or other support, Customers may contact Souneeds through the support channels displayed on the Platform.

Customer Support: +91 – 8448822322

Email: contact@souneeds.com

Website: www.souneeds.com

Support Hours: 10.00 Am to 7.00 PM

41. CHANGES TO THESE TERMS

Souneeds may update these Terms from time to time.

The updated version will be published on the Platform with the revised effective date.

Customers are encouraged to review these Terms periodically.

Continued use of the Platform after publication of revised Terms constitutes acceptance of the updated Terms, to the extent permitted by applicable law.

42. ELECTRONIC RECORD

These Terms constitute an electronic record and are governed by applicable provisions of the Information Technology Act, 2000 and other applicable Indian laws and regulations relating to electronic records and electronic commerce.

IMPORTANT PRODUCT-SPECIFIC NOTICE

Grocery, frozen food, meat, chicken and other perishable products may be subject to special cancellation, return, replacement and refund conditions because of their nature. Customers should carefully review the applicable product information and refund/return policy before placing an order.

By clicking “Place Order”, “Confirm Order”, registering for an account, or otherwise using the Souneeds Platform, you acknowledge that you have read and agreed to these Terms & Conditions.

© Souneeds. All Rights Reserved.