Privacy Policy

Effective Date: 31/08/2026

Souneeds (“Souneeds”, “we”, “us”, “our” or the “Company”) takes the privacy and security of your personal information and data seriously.

This Privacy Policy (“Privacy Policy”) explains how Souneeds collects, uses, stores, shares and protects your personal information through its website, mobile application, sub-domains, microsites, delivery services, customer support and other related services (collectively, the “Platform”).

This Privacy Policy applies to customers, users, sellers and other individuals who use the Souneeds Platform or provide their information to Souneeds.

Our services may include Grocery, Fresh Food, Frozen Food, Chicken, Meat, Fruits & Vegetables, Packaged Food, Beverages, Household Products, Personal Care Products and other products made available on the Platform from time to time.

By using the Platform, creating an account or placing an order, you confirm that you have read this Privacy Policy and consent to the collection and use of your information in accordance with this Privacy Policy, where such consent is required under applicable law.

If you do not agree with this Privacy Policy, please do not use the Platform.

1. DEFINITIONS

The following terms shall have the meanings set out below in this Privacy Policy:

“Personal Information”

Information that relates directly or indirectly to an individual and can be used to identify that individual.

“Data”

Personal information and other related information provided by you or collected during your use of the Platform.

“Platform”

Souneeds’ website, mobile application, sub-domains, microsites and related digital services made available by Souneeds.

“User” / “You”

Any individual who accesses or uses the Souneeds website, mobile application or services.

“Seller”

A seller, store, partner, meat supplier, chicken supplier, frozen food supplier, restaurant or other business that makes products available through the Souneeds Platform.

“Service Provider”

A third-party service provider that provides payment processing, delivery, technology, data hosting, customer support, analytics or other services on behalf of Souneeds.

“Cookies”

Small data files that may be stored on your device by a website or application to remember certain activities or preferences.

2. WHAT DATA DO WE COLLECT ABOUT YOU

Souneeds may collect the following types of information during your use of the Platform:

2.1 Contact Information

• Full name
• Mobile number
• Email address
• Delivery address
• House/flat/shop address
• City
• State
• PIN code
• Alternative contact details

2.2 Account Information

When you create an account with Souneeds, we may collect:

• Name
• Mobile number
• Email address
• Login information
• Profile information
• Account-related preferences

2.3 Order Information

When you place an order, we may collect:

• Order number
• Products purchased
• Product quantity
• Product weight
• Order date and time
• Delivery address
• Total order amount
• Discounts/coupons
• Order history
• Cancellation and refund information

This may include information relating to Grocery, Chicken, Meat, Frozen Food, Fruits, Vegetables and other products.

2.4 Payment Information

For payment purposes, we may receive information relating to:

• Payment method
• Payment status
• Transaction details
• Transaction ID
• Payment date
• Refund information

Where payment is made through an authorised Payment Gateway or other payment service provider, sensitive card or banking information may be handled by the relevant payment service provider.

Souneeds does not intend to directly store your complete card number, CVV or UPI PIN unless otherwise required and permitted by applicable law.

2.5 Location Information

Souneeds may use location-related information to determine delivery and service availability, where permitted by law and where you have provided the required permission.

This may include:

• Delivery location
• PIN code
• City/area
• GPS/device location, where you have provided permission

You may control location permissions through your device’s Location Settings. However, disabling location permissions may affect the availability of certain services, including delivery-location-based services.

3. HOW WE COLLECT DATA

We may obtain your information through the following methods:

3.1 Information Provided Directly by You

When you:

• Create an account;
• Place an order;
• Enter a delivery address;
• Make a payment;
• Contact Customer Support;
• Submit a complaint;
• Request a Refund/Replacement;
• Provide a Review or Rating;
• Participate in a Promotion;
• Provide a Survey or Feedback.

3.2 Information Collected Automatically

When you use our website or mobile application, certain technical information may be collected automatically.

This may include:

• IP address
• Browser information
• Device type
• Operating system
• App version
• Language settings
• Device identifiers
• Website/application usage information
• Pages/products viewed
• Search activity
• Approximate location
• Login and session information

3.3 Cookies and Similar Technologies

We may use Cookies, pixels, SDKs and similar technologies.

These may be used for:

• Proper functioning of the Platform;
• Maintaining login/session information;
• Remembering your preferences;
• Improving website/application performance;
• Understanding user behaviour;
• Security and fraud prevention;
• Displaying relevant offers and promotions.

You may control Cookies through your browser or device settings. Disabling certain Cookies may affect some Platform features.

4. WHY WE USE YOUR DATA

Souneeds may use your data for the following purposes:

4.1 To Fulfil Orders

• To receive your order;
• To confirm your order;
• To check product availability;
• To obtain products from Sellers;
• To pack and fulfil orders;
• To deliver orders;
• To provide order status updates;
• To provide Customer Support relating to your order.

4.2 Payments and Refunds

• To process payments;
• To confirm payments;
• To process refunds;
• To resolve payment disputes;
• To maintain transaction records.

4.3 Customer Service

To respond to your questions, complaints, Feedback, Refund, Replacement, Delivery or other support requests.

4.4 To Improve the Platform

We may use data to:

• Improve our Website and App;
• Develop new features;
• Improve search and recommendations;
• Improve Customer Experience;
• Identify technical problems;
• Analyse Platform performance.

4.5 Security and Fraud Prevention

We may use data to:

• Prevent fraud;
• Identify fake orders;
• Prevent payment fraud;
• Prevent account misuse;
• Prevent unauthorised access;
• Improve cybersecurity;
• Protect the Platform and Users.

4.6 Marketing and Promotions

Where permitted by law and where required consent has been obtained, Souneeds may use your data to:

• Send offers;
• Inform you about discounts;
• Send coupons;
• Inform you about new products;
• Conduct promotional campaigns;
• Provide personalised recommendations.

You may unsubscribe or opt out of Marketing Communications.

However, necessary transactional communications such as Order Confirmations, Delivery Updates, Payment Notifications and Security Alerts may still be sent.

5. DATA RELATING TO GROCERY, CHICKEN, MEAT AND FROZEN FOOD

Souneeds may process information relating to orders for Grocery, Chicken, Meat, Frozen Food, Fresh Food, Fruits and Vegetables.

This may include:

• Product name;
• Product quantity;
• Weight;
• Packaging type;
• Order history;
• Delivery details;
• Refund/Replacement information;
• Customer complaints;
• Quality-related complaints.

This information may primarily be used for order fulfilment, delivery, Customer Support, Refund/Replacement, quality-related complaints and legal/business record-keeping purposes.

Souneeds does not generally consider information regarding food products purchased by a user to be evidence of that person’s health condition. If a user voluntarily provides sensitive information through Customer Support or other means, such information will be handled in accordance with applicable law and this Privacy Policy.

6. SHARING OF INFORMATION

Souneeds may share your information with relevant parties only for appropriate business, service, legal or operational purposes, where permitted by applicable law.

These parties may include:

6.1 Sellers / Vendors

Where a product is provided by a Partner Store, Seller, Meat Supplier, Chicken Supplier, Frozen Food Supplier or other Vendor, information necessary to fulfil the order may be shared with the relevant Seller.

For example:

• Customer name;
• Contact number;
• Delivery address;
• Order details;
• Product quantity;
• Other information reasonably necessary for fulfilment.

6.2 Delivery Partners

Information necessary to deliver an order may be shared with Delivery Partners or Logistics Service Providers.

6.3 Payment Service Providers

Information necessary to process payments and refunds may be shared with authorised Payment Gateways, Banks or Payment Service Providers.

6.4 Technology & Service Providers

We may share information with:

• Cloud hosting providers;
• IT service providers;
• Customer support providers;
• Analytics providers;
• SMS/Email providers;
• Notification providers;
• Cybersecurity providers;
• Software/service providers.

Such service providers will be expected to use the data only for providing the required services and to maintain appropriate security measures.

6.5 Legal Requirements

We may share your information to comply with applicable laws, court orders, government directions, regulatory requirements or legal processes.

6.6 Fraud and Security

Where necessary to investigate or prevent fraud, theft, unauthorised transactions, cyber attacks or other unlawful activities, information may be shared with relevant parties.

7. DATA SECURITY

Souneeds seeks to implement reasonable technical and organisational measures to protect your personal information.

These measures may include:

• Secure servers;
• Access controls;
• Encryption where appropriate;
• Authentication mechanisms;
• Security monitoring;
• Employee access restrictions;
• Data protection procedures;
• Backup and recovery systems.

However, no method of transmission over the Internet or electronic storage is completely secure.

Therefore, Souneeds does not guarantee 100% security of your information.

If you suspect any unauthorised use of your account or information, please notify Souneeds immediately.

8. DATA RETENTION

Souneeds may retain your personal information for as long as reasonably necessary to:

• Provide Services;
• Maintain order and transaction records;
• Provide Customer Support;
• Comply with legal and regulatory obligations;
• Prevent fraud;
• Resolve disputes;
• Meet accounting and tax requirements;
• Enforce these Terms and agreements.

When the information is no longer required, it may be deleted, anonymised or securely disposed of, subject to applicable law.

Certain information may be retained for longer periods due to backup, archival, legal or regulatory requirements.

9. YOUR RIGHTS AND CHOICES

Subject to applicable Indian laws, you may have certain rights in relation to your personal information.

These may include:

• Obtaining information about your personal data;
• Requesting correction of inaccurate or incomplete information;
• Requesting deletion of your information where applicable;
• Withdrawing consent where processing is based on consent;
• Opting out of Marketing Communications;
• Changing your privacy preferences;
• Filing a complaint;
• Exercising other rights available under applicable law.

You may contact the Grievance Officer/Privacy Contact listed below to exercise such rights.

Where permitted by law, Souneeds may refuse certain requests. Where required, we will provide you with the reason for such refusal.

10. MINORS

The Souneeds Platform is generally not intended for independent use by individuals under 18 years of age.

If a minor uses the Platform, such use should be with the permission and supervision of a parent or legal guardian, where permitted by applicable law.

If we become aware that we have collected personal information from a minor without the required parental consent, we will take appropriate steps and, where required, seek to delete such information in accordance with applicable law.

If you believe that information relating to a minor has been improperly collected by us, please contact our Grievance Officer.

11. THIRD-PARTY WEBSITES AND SERVICES

The Souneeds Platform may contain links to or provide access to third-party websites, payment services, advertisements, links or services.

Such third-party websites and services may have their own Privacy Policies.

Souneeds is not responsible for the privacy practices of third-party websites or services.

You are advised to review the Privacy Policy of any third-party service before using it.

12. PAYMENT INFORMATION

Payment options available on the Souneeds Platform may include, where applicable:

• UPI;
• Debit Card;
• Credit Card;
• Net Banking;
• Wallets;
• Cash on Delivery;
• Other authorised payment methods.

Payment processing may be carried out by authorised third-party payment providers.

Souneeds does not intend to unnecessarily store your payment card or banking credentials on its servers.

Payment providers may handle your payment information in accordance with their own privacy and security policies.

13. COOKIES POLICY

Souneeds may use Cookies and similar technologies.

Cookies may be used for:

• Website/App functionality;
• Login;
• Security;
• Preferences;
• Analytics;
• Performance;
• Personalisation;
• Marketing;
• Fraud prevention.

You may control Cookies through your browser/device settings.

Disabling certain Cookies may prevent some Platform features from functioning properly.

14. MARKETING COMMUNICATIONS

Where permitted by law and according to your preferences, Souneeds may send marketing communications through:

• SMS;
• Email;
• WhatsApp;
• Phone Calls;
• Push Notifications;
• In-App Notifications.

These may include:

• Discounts;
• Offers;
• Coupons;
• New Products;
• Grocery Offers;
• Meat/Chicken Offers;
• Frozen Food Offers;
• Seasonal Campaigns.

You may unsubscribe or opt out of marketing messages.

However, necessary service communications such as Order Confirmations, Payment Confirmations, Delivery Updates, Security Alerts and other essential communications may still be sent.

15. DATA ACCURACY

You are responsible for ensuring that the information you provide to Souneeds is accurate, complete and up to date.

If there is any change in your:

• Name;
• Mobile number;
• Email;
• Delivery address;
• PIN code;

or other relevant details, you should update the information on the Platform.

Souneeds shall not be responsible for delivery or service-related problems caused by incorrect or incomplete information provided by you, except where otherwise required by law.

16. ACCOUNT SECURITY

If you are provided with a login ID, OTP, password or other security credentials, you must keep them confidential.

You should:

• Not share OTPs with unauthorised persons;
• Not share your password;
• Keep your account secure;
• Immediately notify Souneeds of any unauthorised activity.

Subject to applicable law, you may be responsible for activities carried out through your account where such activities result from your negligence or intentional actions.

17. DATA BREACH

If Souneeds becomes aware of a Data Security Incident or Data Breach for which notification is required under applicable law, Souneeds will take appropriate steps in accordance with applicable law and regulatory requirements.

Where required, affected users or relevant authorities may be notified.

18. BUSINESS TRANSFER

If all or part of the Souneeds business undergoes a merger, acquisition, restructuring, sale or other business transfer, your information may be transferred as part of such transaction, where permitted by applicable law.

In such circumstances, reasonable efforts will be made to protect your information in accordance with this Privacy Policy and applicable law.

19. INTERNATIONAL DATA TRANSFER

Souneeds may generally store or process your data on servers or through service providers located in India.

Where it is necessary to transfer or process data outside India due to service providers or technology infrastructure, such transfer will be subject to applicable law and appropriate data protection measures.

20. GOVERNING LAW

This Privacy Policy shall be governed by and interpreted in accordance with the applicable laws of India.

Souneeds will seek to handle your personal information in accordance with applicable Indian data protection, privacy, information technology and other relevant laws.

21. CHANGES TO THIS PRIVACY POLICY

Souneeds may modify this Privacy Policy from time to time.

The revised Privacy Policy will be published on the Platform and may include an Updated/Effective Date.

Where required, Souneeds may notify you of material changes through appropriate means.

After the revised Privacy Policy has been published, your continued use of the Platform may constitute acceptance of the revised Privacy Policy to the extent permitted by applicable law.

We recommend that you review this Privacy Policy periodically.

22. GRIEVANCE REDRESSAL / COMPLAINTS

If you have any complaint or question relating to your personal information, this Privacy Policy or the use of your data, you may contact our Grievance Officer

Email: contact@souneeds.com

Phone: +91 – 8448822322

Address: F-11 3^rd Chatterpur Extn New Delhi – 110074

We will endeavour to address complaints and requests within a reasonable period in accordance with applicable law.

23. CONTACT US

For Privacy, Data Access, Data Correction, Data Deletion, Marketing Preferences or other privacy-related questions:

Company Name: Souneeds

Brand: Souneeds

Email: contact@souneeds.com

Customer Support: +91 – 8448822322

Website: www.souneeds.com

Registered Office: F-11 3^rd Chatterpur Extn New Delhi – 110074

24. YOUR ACCEPTANCE

By using the Souneeds Website or Mobile Application, creating an account, placing an order or using our Services, you confirm that you have read and understood this Privacy Policy.

Where consent is required under applicable law, you provide your consent for your personal information to be collected, processed, used and shared for the purposes described in this Privacy Policy.

You retain the rights and choices available to you under applicable law.

IMPORTANT PRIVACY NOTICE

Souneeds primarily uses your personal information for order processing, delivery, payments, customer support, security, Platform operations and compliance with applicable laws. Your order information relating to Grocery, Chicken, Meat, Frozen Food, Fruits, Vegetables and other products may be used for order fulfilment, delivery, Refund/Replacement, Customer Support and related business purposes.

Souneeds does not intend to sell your personal information without a legitimate purpose or in violation of applicable law.

© Souneeds. All Rights Reserved.