Orders
Open the Soulful Streets app and go to Orders. Tap your active order to see its live status, from received and preparing to out for delivery.
First check the order's live status in the app. Delivery times are estimates and can stretch a little at busy times.
If it's much later than the estimate, or it shows as delivered but hasn't reached you, contact us right away on WhatsApp or phone with your order number. We'll find out what happened and make it right with a replacement or a refund.
You can cancel shortly after placing an order, while it's still in the Received stage: open the order in the app and choose Cancel, or contact us right away. Once the kitchen starts preparing your food, it can no longer be cancelled.
Gift and hamper orders can be cancelled any time before they're dispatched.
We're sorry! Please tell us within 2 hours of delivery for food, or within 48 hours for gifts, with your order number and a photo. We'll sort it out with a replacement, a refund for the affected items, or Soulful Points.
Payments
If a payment fails, the order isn't placed and you can simply try again, with the same or another payment method.
If money was deducted for a failed payment, your bank or payment provider reverses it automatically, usually within 5–7 working days. If it hasn't come back by then, send us the payment reference and we'll follow it up.
Approved refunds go back to your original payment method within 5–7 working days; your bank may take a few more days to show it. Refunds to your in-app wallet are usually instant.
If the same order was charged twice, the extra amount is refunded automatically, usually within 5–7 working days. If it isn't, send us both payment references and we'll refund it.
Account
Make sure you're using the mobile number you registered with, that you have a good network connection, and that the app is updated to the latest version from the App Store or Google Play. Still stuck? Tell us and we'll help you get back in.
Go to Profile in the app to update your details. Under Profile → Addresses you can add, edit or remove saved addresses. You can also choose or change the delivery address at checkout, before you place the order.
You can update your details from Profile in the app. To move your account to a new mobile number, contact us from your registered email or number and we'll help once we've confirmed it's you.
In the app, go to Profile → Delete Account and confirm. You can also ask us by email. Requests are normally completed within 7 working days.
Delivery
We deliver fresh food within a set distance of our kitchen in Gurugram (Gurgaon). If your address is outside that area, ordering food isn't available there yet; try another saved address, or check back soon, as we're always growing.
Gifts and hampers ship across India to supported PIN codes.
Traffic, weather and busy times can add a little to the estimate. You can follow your order live in the app. If it's running well past the estimate, call or WhatsApp us and we'll check on it for you.
Contact us straight away on WhatsApp or phone with your order number and the correct address. If the order hasn't left yet, we'll update it.
Offers & Rewards
Apply an eligible coupon at checkout to see your discount before you pay. Some coupons have a minimum order value, a validity window or a usage limit. You'll find the coupons available to you in the app under Rewards / Coupons.
You earn 1 Soulful Point for every ₹5 you spend, and each point is worth ₹1 off a future order in the app. Club XP moves you up tiers like Street Explorer and Street Foodie, which unlock perks and bonus points along the way.
Share your referral code from Soulful Points in the app. When a friend signs up with your code and their first order is completed, you both get 250 Soulful Points.
Talk to us
Report an issue
Tell us what happened and we'll get back to you. For anything urgent about a live order, WhatsApp or call us.