CityHeros — Refund & Cancellation Policy

CityHeros (“CityHeros”, “we”, “us”, or “our”) provides a technology platform that connects customers with independent local service professionals.

This Refund & Cancellation Policy explains the cancellation, refund, and service re-attempt rules applicable to bookings made through CityHeros.

By booking a service through CityHeros, you acknowledge and agree to this Policy.

1. CityHeros Payment Structure

CityHeros may charge two separate amounts for a service booking:

A. CityHeros Pre-Booking Platform Fee

₹99

This fee is charged by CityHeros for booking processing and platform coordination.

B. Service Charge

This is the applicable amount charged for the requested service by the relevant service professional.

Example

If the service charge is ₹800:

If the service charge is ₹1,200:

The ₹99 platform fee and the service charge are separate amounts.

2. ₹99 Pre-Booking Platform Fee

The ₹99 pre-booking platform fee is payable to CityHeros.

This fee covers activities associated with:

• Booking processing
• Platform coordination
• Professional assignment
• Appointment coordination
• Service-request processing

The ₹99 platform fee is separate from the service professional's service charge.

3. When the ₹99 Fee Is Non-Refundable

The ₹99 CityHeros platform fee is generally non-refundable when:

• The customer voluntarily cancels a successfully processed booking.
• The customer changes their mind after confirming the booking.
• The customer is unavailable at the agreed appointment time.
• The customer provides an incorrect or incomplete service address.
• The customer refuses the service after the professional has been assigned, where the circumstances are attributable to the customer.
• The customer cancels for reasons unrelated to a CityHeros or professional failure.

4. When the ₹99 Fee May Be Refunded

The ₹99 platform fee may be refunded when:

Professional No-Show

The assigned service professional fails to attend the confirmed appointment without an acceptable reason.

CityHeros Unable to Arrange Service

CityHeros is unable to arrange a suitable professional for the confirmed booking.

Duplicate Payment

The customer has been charged the ₹99 platform fee more than once for the same booking due to a payment or technical issue.

Other Verified Circumstances

CityHeros may approve a refund where a technical, operational, or other verified issue has resulted in an inappropriate charge.

Refund eligibility may be determined after reviewing the booking and payment records.

5. Customer Cancellation

Customers may request cancellation before the scheduled service.

Customer voluntarily cancels

If the customer voluntarily cancels a successfully processed booking:

₹99 platform fee → Generally non-refundable

Any separate service payment already made will be reviewed according to the stage of the service and applicable circumstances.

6. Professional No-Show

If the assigned professional does not attend the confirmed appointment:

CityHeros may:

• Contact the professional.
• Verify the circumstances.
• Attempt to reschedule the service.
• Assign another available professional where possible.
• Cancel the booking if the service cannot be arranged.
• Refund the eligible ₹99 platform fee.

The refund decision may be based on booking records and the circumstances of the no-show.

7. CityHeros Cannot Arrange a Professional

If CityHeros confirms a booking but is unable to arrange an appropriate professional:

The booking may be cancelled and the eligible ₹99 CityHeros platform fee may be refunded.

If a separate service payment has already been collected, the applicable amount will be reviewed for refund according to the payment and service status.

8. Service Payment Refunds

The service charge is separate from the ₹99 CityHeros platform fee.

Where a service payment has already been made, the refund may depend on:

• Whether the professional attended
• Whether the service started
• Whether the service was completed
• Whether materials were purchased or used
• Whether additional work was approved
• The reason for cancellation
• Evidence provided by the customer or professional
• Applicable payment-provider rules

A refund of the ₹99 platform fee does not automatically mean that every other service-related payment is refundable.

9. Service Quality Complaints — 48 Hours

If you are dissatisfied with a completed service, contact CityHeros within 48 hours of service completion.

You may be asked to provide:

• Booking ID
• Description of the issue
• Photographs
• Videos
• Other relevant information

CityHeros may review the complaint and, where appropriate, coordinate a service re-attempt.

The 48-hour support period is intended for issues relating to the original service.

10. Photos and Videos for Service Complaints

For certain complaints, CityHeros may request photographs or videos to understand the reported issue.

You may send the requested information through the contact method provided by CityHeros.

Such information may be used to:

• Assess the complaint
• Verify the reported issue
• Communicate with the service professional
• Determine whether a re-attempt is appropriate
• Resolve a service dispute

Customers should avoid sending unnecessary personal or sensitive information.

11. Service Re-Attempt

Where CityHeros determines that a complaint is eligible for a service re-attempt, CityHeros may coordinate another visit.

The re-attempt may be performed by:

• The original professional; or
• Another suitable professional.

A service re-attempt is not automatically guaranteed for every complaint.

The decision may depend on the nature of the service, evidence provided, original service scope, and other applicable circumstances.

12. Additional Work

If additional work is identified after the original booking, it may require an additional charge.

Additional work is not automatically included in the original service charge.

Where reasonably practicable, the customer should be informed of the additional work and applicable price before the additional work is performed.

Any additional payment should be made through an available authorised payment method.

13. Payment Through Razorpay

CityHeros may use Razorpay or another authorised payment provider to process online payments.

Depending on the payment configuration, payments may be processed through:

• UPI
• Credit cards
• Debit cards
• Net banking
• Other supported payment methods

Where marketplace payment functionality is enabled, CityHeros may facilitate eligible service-provider settlements through the applicable payment infrastructure.

14. Refund Process

Approved refunds will generally be initiated through the applicable payment channel.

Depending on the payment method, refunds may be credited to:

• Original payment method
• Original bank account
• Original UPI/payment source
• Another method permitted by the payment provider

The time taken for the refund to appear in the customer's account may depend on the payment provider and the customer's bank.

CityHeros does not control the exact processing time of a bank or payment provider after a refund has been initiated.

15. Duplicate Payments

If a customer is charged more than once for the same booking because of a technical or payment-processing issue, CityHeros may verify the transactions and process an eligible refund for the duplicate amount.

Customers should provide the relevant transaction details when contacting support.

16. Failed or Pending Payments

If a payment fails but the customer's account is temporarily debited, the amount may be automatically reversed by the payment provider.

If the amount is not automatically reversed within the applicable payment-provider timeframe, the customer may contact CityHeros with:

• Booking ID
• Payment ID
• Transaction reference
• Amount
• Date and time of transaction

CityHeros may investigate the transaction with the applicable payment provider.

17. Refund Not Applicable in Certain Cases

A refund may not be provided where:

• The customer voluntarily cancels without an eligible reason.
• The customer is unavailable at the agreed appointment.
• The customer provides an incorrect address.
• The customer refuses a properly arranged service.
• The complaint relates to work outside the original booking scope.
• The customer submits fraudulent or misleading information.
• The customer has already received the agreed service and there is no eligible refund basis.
• The request falls outside the applicable complaint period, except where required by law.

18. Fraudulent Refund Claims

CityHeros may investigate refund requests where there is a reasonable concern regarding:

• False complaints
• Manipulated photographs or videos
• Repeated abusive refund requests
• False service-completion claims
• Payment manipulation
• Other fraudulent activity

CityHeros may restrict accounts or take other appropriate action where fraudulent activity is identified.

19. Service Professional Disputes

Where a customer and service professional disagree regarding:

• Service completion
• Service quality
• Service charges
• Additional work
• Appointment attendance
• Other service-related matters

CityHeros may review available information, including:

• Booking records
• Payment records
• Communications
• Photographs
• Videos
• Service status
• Other relevant information

CityHeros may coordinate a resolution or service re-attempt where appropriate.

20. No Cash Refund Guarantee

Where an eligible refund is approved, CityHeros will generally process it through the applicable payment channel rather than providing a physical cash refund.

The actual refund method may depend on the payment provider and transaction method.

21. Service Professional Settlement

Where CityHeros uses an approved marketplace payment and settlement system, eligible service amounts may be settled to service professionals after applicable processing.

Settlement may be affected by:

• Payment status
• Service completion
• Customer complaints
• Refunds
• Reversals
• Fraud checks
• KYC status
• Payment-provider requirements

CityHeros may delay, reverse, or adjust an eligible settlement where permitted by the applicable payment and settlement arrangements.

22. Important Payment Example

Example 1 — ₹800 Service

The ₹99 belongs to CityHeros and the applicable ₹800 service charge is for the service professional.

Example 2 — ₹1,200 Service

The ₹99 belongs to CityHeros and the applicable ₹1,200 service charge is for the service professional.

23. How to Request a Refund

To request a refund or report a service issue, contact CityHeros with:

• Customer name
• Registered mobile number
• Booking ID
• Payment ID, if applicable
• Description of the issue
• Photographs/videos, where applicable

Customer Support

Phone / WhatsApp: +918431073378
Email: care@cityheros.in

For service-quality complaints, customers should contact CityHeros within 48 hours of service completion.

24. Policy Changes

CityHeros may update this Refund & Cancellation 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.

25. Governing Law

This Policy shall be governed by the laws applicable in India.

Subject to applicable law, disputes relating to this Policy shall be subject to the jurisdiction of the appropriate courts having jurisdiction over Koppal, Karnataka.

26. Contact Information

CITYHEROS
Verified Local Service Professionals

Service Area:
Koppal, Karnataka – 583231, India

Phone / WhatsApp:
+918431073378

Email:
care@cityheros.in

Website:
www.cityheros.in

Final Refund Summary

© 2026 CityHeros. All Rights Reserved.
CityHeros — Verified Local Service Professionals in Koppal, Karnataka (583231)