CityHeros (“CityHeros”, “we”, “us”, or “our”) respects your privacy and is committed to protecting the personal information of customers, service professionals, partners, and visitors who use our website and services.
CityHeros is a technology-enabled local services platform that connects customers with independent local service professionals. CityHeros primarily operates in Koppal, Karnataka – 583231, India, and may expand its services to other locations.
This Privacy Policy explains how we collect, use, disclose, store, and protect your information when you access or use the CityHeros website, request or book a service, register as a service professional, make a payment, communicate with us, submit a complaint, or otherwise use our services.
By accessing or using CityHeros, you acknowledge that you have read and understood this Privacy Policy.
1. Business and Platform Information
CityHeros operates as a sole proprietorship business under the public-facing brand name CityHeros.
CityHeros provides a technology platform that may facilitate:
- Discovery of local services
- Service requests
- Service bookings
- Appointment scheduling
- Service-professional assignment
- Customer and professional communication
- Online payment facilitation
- Payment settlement to eligible service professionals
- Customer support
- Complaint management
- Refund processing
- Service re-attempt coordination
The actual service may be performed by an independent service professional or partner.
CityHeros does not necessarily directly perform every service listed on the Platform.
2. Information We Collect
We collect information that is reasonably necessary to operate CityHeros and provide the services requested by users.
2.1 Customer Information
We may collect:
- Full name
- Mobile number
- Email address
- Service address
- City/locality
- Location information where required
- Account information
- Booking information
- Communication information
2.2 Service Booking Information
When you request or book a service, we may collect:
- Service category
- Service requested
- Description of required work
- Preferred date and time
- Service address
- Booking ID
- Assigned service professional
- Booking status
- Service completion status
- Cancellation information
- Service charges
- Customer feedback
- Complaint information
3. Photos and Videos
Customers may voluntarily submit photographs or videos relating to:
- A requested service
- The condition of an item or property
- A completed service
- A service-quality issue
- A complaint
- A request for re-service
CityHeros may use submitted photographs and videos to:
- Understand service requirements
- Investigate complaints
- Assess service quality
- Provide customer support
- Determine whether a service re-attempt is appropriate
- Resolve service-related disputes
Where reasonably necessary, relevant photographs or videos may be shared with the assigned service professional for service investigation or resolution.
Customers should avoid submitting unnecessary sensitive personal information in photographs or videos.
4. Service Professional Information
If you register as a service professional or partner, we may collect:
- Full name
- Mobile number
- Email address
- Address
- Profile photograph
- Service category
- Skills
- Experience
- Service area
- Identity information
- Verification information
- KYC information
- Documents submitted for verification
- Bank account information
- Payment-provider account information
- Service history
- Ratings and reviews
This information may be used for onboarding, verification, service assignment, payment processing, settlement, fraud prevention, customer support, and Platform administration.
5. Service Professional Verification and KYC
CityHeros may conduct verification procedures before allowing a professional to provide services through the Platform.
Depending on the applicable service and requirements, verification may include:
- Identity verification
- Address verification
- Professional information
- Experience information
- KYC information
- Bank information
- Other documents required for onboarding
Where a third-party payment provider requires additional KYC for payment settlement, relevant information may be shared with that payment provider as necessary for the applicable onboarding and compliance process.
A professional displayed as “Verified” means that CityHeros has completed the applicable verification checks determined by CityHeros.
Verification does not constitute an unconditional guarantee of the professional's qualifications, conduct, availability, or future performance.
6. Payment Information
CityHeros may use authorised third-party payment providers, including Razorpay, to process online payments.
Depending on the applicable service and payment configuration, a customer's payment may consist of:
CityHeros Pre-Booking Platform Fee
A ₹99 pre-booking platform fee may be charged when a customer confirms a service booking.
The ₹99 fee is payable to CityHeros for booking processing and platform coordination and is separate from the service professional's service charge.
Service Professional Charge
The actual service charge is separate from the ₹99 CityHeros platform fee.
For example:
Service Charge: ₹800
CityHeros Pre-Booking Platform Fee: ₹99
Total Payable: ₹899
The actual payment process may involve one or more transactions depending on the service and applicable payment configuration.
7. Razorpay Payment Processing
CityHeros may use Razorpay and other authorised payment providers to facilitate online payments.
Where approved and configured for CityHeros, marketplace payment and settlement functionality may also be used to facilitate eligible payments to participating service professionals.
Transaction-related information may include:
- Payment ID
- Order ID
- Transaction reference
- Payment amount
- Payment status
- Refund status
- Transfer status
- Settlement status
- Other information required for payment reconciliation
CityHeros does not intend to store confidential payment credentials such as:
- Full card numbers
- CVV
- UPI PIN
- Card PIN
- Internet banking passwords
Such information may be processed directly by the applicable payment provider.
8. Marketplace Payment and Service-Provider Settlement
Where applicable and approved, CityHeros may use marketplace payment infrastructure, including Razorpay Route and Linked Accounts, to facilitate settlement of eligible service charges to participating service professionals.
The payment structure may generally operate as follows:
Customer Payment
→ ₹99 CityHeros Pre-Booking Platform Fee
→ Applicable Service Charge
For example:
Service Charge: ₹800
CityHeros Platform Fee: ₹99
Customer Total: ₹899
The ₹99 platform fee belongs to CityHeros.
The applicable service charge is payable to the relevant service professional.
Where an approved marketplace payment and settlement configuration is used, CityHeros may facilitate settlement of the eligible service amount to the service professional through the applicable payment provider.
Provider settlement may be deferred or scheduled depending on applicable service completion, complaint, refund, payment, and settlement procedures.
Service professionals may be required to complete applicable payment-provider onboarding, bank verification, and KYC requirements.
9. Payment Verification
CityHeros may verify payment status through its payment provider and backend systems before confirming a booking as successfully paid.
A payment is not considered successfully completed solely because a payment page displays a success message.
CityHeros may use payment confirmations, server-side verification, webhooks, transaction records, and other appropriate technical mechanisms to confirm payment status.
10. ₹99 Pre-Booking Platform Fee
The ₹99 pre-booking platform fee is charged by CityHeros for booking processing and platform coordination.
The fee is:
- Payable to CityHeros
- Separate from the professional's service charge
- Applicable when a booking is successfully processed, where displayed at checkout
Refund of ₹99
The ₹99 platform fee is generally non-refundable when the customer voluntarily cancels a successfully processed booking.
The ₹99 fee may be eligible for refund where:
- The assigned service professional fails to attend the confirmed appointment; or
- CityHeros is unable to arrange the requested service.
Refund eligibility is subject to verification and the applicable Refund & Cancellation Policy.
11. Service Pricing
The service charge is separate from the ₹99 CityHeros platform fee.
Service charges may depend on:
- Type of service
- Complexity of work
- Time required
- Materials
- Spare parts
- Additional work
- Location
- Other applicable requirements
Where the final service price differs from an initial estimate, the applicable final amount should be communicated to the customer before additional work is undertaken, where reasonably practicable.
12. Payment Flow
Depending on the service, CityHeros may use a single-payment or multi-stage payment process.
For example:
Service Charge: ₹800
CityHeros Pre-Booking Platform Fee: ₹99
Customer Total: ₹899
The applicable amounts may be accounted for as:
₹99 → CityHeros
₹800 → Service Professional
Where an approved marketplace settlement system is used, the service professional's eligible amount may be settled through the applicable payment provider.
13. Service-Provider Settlement
CityHeros may maintain payment and settlement records relating to service professionals, including:
- Provider ID
- Booking ID
- Service amount
- Platform fee
- Payment ID
- Transfer ID
- Settlement status
- Refund status
- Reversal status
These records may be used for payment reconciliation, accounting, customer support, dispute management, fraud prevention, and legal compliance.
14. Information Shared with Service Professionals
To fulfil a booking, CityHeros may share information reasonably necessary for the assigned professional to provide the service.
This may include:
- Customer name
- Contact information
- Service address
- Booking ID
- Service requirements
- Appointment date/time
- Relevant photographs or videos
- Other information reasonably necessary for service fulfilment
CityHeros aims to limit information shared to information reasonably necessary for the requested service.
15. Location Information
CityHeros may collect or process address and location information when necessary to provide a requested service.
This information may be used to:
- Identify the service location
- Find suitable professionals
- Determine service availability
- Coordinate appointments
- Facilitate service delivery
- Improve service availability
Where applicable, users may control device location permissions through their device settings.
16. Customer Communications
CityHeros may communicate with users through:
- Phone
- SMS
- Website notifications
Communications may relate to:
- Booking confirmation
- Professional assignment
- Appointment information
- Service updates
- Payment information
- Cancellation
- Refunds
- Customer support
- Complaints
- Important Platform information
17. 48-Hour Service Support
CityHeros provides a 48-hour service-support process for eligible complaints relating to a completed service.
If a customer is dissatisfied with a completed service, the customer should contact CityHeros within 48 hours of service completion.
The customer may be asked to provide:
- Booking ID
- Description of the issue
- Photographs
- Videos, where applicable
CityHeros may review the information and, where appropriate, coordinate a service re-attempt with the relevant professional.
The 48-hour support process applies to the original service and does not automatically cover unrelated new work or additional services.
Customer Support
Phone / WhatsApp: +918431073378
18. Professional No-Show
If an assigned service professional does not attend a confirmed appointment, CityHeros may:
- Contact the professional
- Attempt to reschedule
- Assign another available professional
- Cancel the booking
- Process an eligible ₹99 refund
CityHeros may verify the circumstances before processing a refund.
19. Customer Cancellation
If a customer voluntarily cancels a successfully processed booking:
The ₹99 CityHeros pre-booking platform fee is generally non-refundable.
If any service amount has already been paid, its refund treatment will depend on:
- Payment status
- Service stage
- Cancellation circumstances
- Applicable cancellation terms
- Applicable Refund & Cancellation Policy
20. Refunds
Eligible refunds may include:
- ₹99 platform-fee refunds for verified professional no-shows
- ₹99 refunds where CityHeros cannot arrange the requested service
- Duplicate-payment refunds
- Failed-payment adjustments
- Other refunds determined to be applicable
Refunds will generally be processed through the applicable payment channel.
The time required for a refund to reach the customer's account may depend on the payment provider and the customer's bank.
21. Customer Support Information
When you contact CityHeros, we may retain information necessary to handle your request, including:
- Messages
- Phone communications
- WhatsApp communications
- Emails
- Booking information
- Payment information
- Complaint information
- Photos/videos
- Service details
This information may be used to investigate and resolve your issue.
22. Cookies and Similar Technologies
CityHeros may use cookies and similar technologies for:
- Website functionality
- Security
- User preferences
- Analytics
- Performance monitoring
- Improving user experience
Users may manage cookies through their browser settings.
Disabling certain cookies may affect website functionality.
23. Reviews and Ratings
Users may submit:
- Ratings
- Reviews
- Comments
- Feedback
- Photos
- Videos
CityHeros may use such information for:
- Service-quality assessment
- Complaint investigation
- Customer support
- Platform improvement
- Service re-attempt decisions
Users should not submit false, abusive, unlawful, or unnecessary sensitive information.
24. How We Use Personal Information
CityHeros may use personal information to:
- Process bookings
- Connect customers with professionals
- Coordinate services
- Process payments
- Facilitate provider settlements
- Verify professionals
- Process refunds
- Handle complaints
- Provide 48-hour service support
- Prevent fraud
- Improve Platform functionality
- Provide customer support
- Maintain business records
- Comply with applicable legal requirements
25. Fraud Prevention and Platform Security
CityHeros may process information to detect and prevent:
- Fraudulent bookings
- Payment fraud
- Fake accounts
- False complaints
- Promotional abuse
- Unauthorised access
- Platform misuse
- Other fraudulent or unlawful activities
CityHeros may restrict or suspend accounts where reasonably necessary to protect the Platform and its users.
26. Third-Party Service Providers
CityHeros may use third-party providers for:
- Payment processing
- Payment settlement
- Cloud hosting
- Database infrastructure
- SMS
- WhatsApp/communications
- Maps
- Location services
- Analytics
- Security
- Customer support
- Authentication
These providers may process information as necessary to provide their services or comply with applicable requirements.
27. Third-Party Websites and Services
CityHeros may contain links or integrations to third-party services, including payment, communication, mapping, and other service providers.
CityHeros does not control the privacy practices of third-party services.
Users should review the applicable privacy policies of third-party services before using them.
28. Data Security
CityHeros takes reasonable technical and organisational measures to protect personal information against:
- Unauthorised access
- Unauthorised disclosure
- Misuse
- Loss
- Alteration
- Destruction
However, no internet-based system can guarantee absolute security.
CityHeros will not ask customers to provide confidential credentials such as:
- UPI PIN
- Card PIN
- Banking password
- OTP to unauthorised persons
29. Data Retention
CityHeros may retain information for as long as reasonably necessary for:
- Service delivery
- Booking records
- Payment reconciliation
- Accounting
- Customer support
- Fraud prevention
- Dispute resolution
- Legal compliance
- Protection of legal rights
When information is no longer required, CityHeros may delete, anonymise, or securely dispose of it, subject to applicable requirements.
30. User Privacy Requests
Subject to applicable law, users may contact CityHeros to request:
- Access to applicable personal information
- Correction of inaccurate information
- Deletion where legally permitted
- Withdrawal of applicable permissions
- Assistance with privacy-related complaints
CityHeros may request reasonable information to verify the identity of the requester.
31. Account Deletion
Customers may request deletion of their CityHeros account by contacting us.
Certain information may be retained where necessary for:
- Legal requirements
- Tax and accounting requirements
- Payment records
- Fraud prevention
- Dispute resolution
- Legal claims
Account deletion may affect access to historical bookings and related information.
32. Children's Privacy
CityHeros services are generally intended for adults.
CityHeros does not knowingly encourage children to independently create accounts or request services where prohibited by applicable law.
A parent or legal guardian may contact CityHeros if they believe that a child has improperly provided personal information.
33. Legal Disclosures
CityHeros may disclose information where reasonably necessary to:
- Comply with applicable law
- Respond to lawful government requests
- Comply with court orders
- Prevent fraud
- Investigate unlawful activity
- Protect customers
- Protect service professionals
- Protect CityHeros' legal rights
34. Business Transfers
If CityHeros undergoes a lawful restructuring, transfer, acquisition, merger, or similar business transaction, relevant information may be transferred where legally permitted and reasonably necessary.
Any such transfer will be handled in accordance with applicable legal requirements.
35. Changes to this Privacy Policy
CityHeros may update this Privacy Policy from time to time.
The latest version will be published on the CityHeros website.
The Last Updated date will indicate when the policy was most recently revised.
36. Contact Us
For privacy questions, complaints, requests, or concerns, please contact:
CITYHEROS
Verified Local Service Professionals
Service Area:
Koppal, Karnataka – 583231, India
Phone / WhatsApp:
+918431073378
Email:
care@cityheros.in
Website:
www.cityheros.in
37. Business / Legal Identity
CityHeros operates as a sole proprietorship business.
The proprietor's legal information may be provided to payment providers, banks, KYC providers, government authorities, and other authorised parties where reasonably necessary for:
- KYC
- Payment processing
- Provider settlement
- Taxation
- Regulatory compliance
- Fraud prevention
- Legitimate business purposes
CityHeros is the public-facing brand and Platform name.
38. Acknowledgement
By accessing or using CityHeros, submitting a service request, booking a service, registering as a service professional, or making a payment, you acknowledge that you have read and understood this Privacy Policy.