This Service Delivery Policy explains how service requests submitted through CityHeros are processed, assigned to service professionals, scheduled, delivered, and supported.
CityHeros is a technology platform connecting customers with local service professionals. The actual service is performed by the assigned independent service professional.
1. Service Area
CityHeros currently provides or coordinates services in:
Koppal urban and rural areas, Karnataka – 583231 and nearby areas.
Service availability depends on:
- Customer location
- Service category
- Professional availability
- Service requirements
- Selected date and time
- Operational coverage
A service request does not guarantee professional assignment until the request has been successfully processed and a professional is available.
2. Service Request and Pre-Booking Process
CityHeros follows the following process:
Step 1 — Submit Service Request
The customer selects a service and submits the required information through the CityHeros website.
The submitted request is recorded in the CityHeros system/database.
Step 2 — Pay ₹99 Pre-Booking Platform Fee
After submitting the service request, the customer must pay the:
₹99 CityHeros Pre-Booking Platform Fee
The ₹99 fee is paid to CityHeros and is separate from the service professional's service charge.
Step 3 — Payment Verification
CityHeros verifies the ₹99 payment through the applicable payment provider.
The service request becomes an active pre-booking only after successful payment verification.
Step 4 — Booking Coordination
After successful payment verification, CityHeros may process the request and coordinate with an appropriate service professional.
Step 5 — WhatsApp Communication
CityHeros may provide the official CityHeros WhatsApp/contact number to the customer for:
- Booking coordination
- Appointment updates
- Service-related communication
- Sharing photographs/videos
- Customer support
- Complaints
3. Professional Assignment
CityHeros may assign a suitable service professional based on:
- Service category
- Professional skills
- Availability
- Customer location
- Preferred time
- Service requirements
Professional assignment is subject to availability.
CityHeros may assign another suitable professional if the originally assigned professional becomes unavailable.
4. Service Confirmation
Where possible, CityHeros may provide booking information through WhatsApp, phone, SMS, email, website notifications, or other available communication channels.
Booking information may include:
- Booking/reference ID
- Service requested
- Date and time
- Customer location
- Professional details, where applicable
- Contact/support information
5. Time Slots and Arrival
CityHeros may provide available service windows such as:
- Morning: 8:00 AM – 12:00 PM
- Afternoon: 12:00 PM – 4:00 PM
- Evening: 4:00 PM – 8:00 PM
The professional will make reasonable efforts to arrive within the selected time window.
Actual arrival time may vary because of:
- Traffic
- Weather
- Rural or remote location
- Distance
- Previous service delays
- Complexity of earlier assignments
- Other operational circumstances
A selected time slot should therefore be treated as an expected service window rather than a guaranteed exact arrival time, unless CityHeros specifically confirms an exact appointment time.
6. Express or Emergency Services
Where express or priority services are offered, CityHeros may attempt to arrange a professional on a priority basis.
Any stated response or arrival time is a target and may vary depending on:
- Professional availability
- Customer location
- Traffic
- Service type
- Other operational circumstances
An express/priority service is not guaranteed unless CityHeros specifically confirms it.
For medical emergencies, customers should contact the appropriate emergency service immediately rather than relying on CityHeros.
7. Live Tracking and Status Updates
Where technically available, CityHeros may provide:
- Booking status
- Professional assignment status
- Arrival updates
- Live location/tracking information
These features may not be available for every service.
Any location information provided through the Platform may be approximate and should not be treated as a guaranteed real-time location.
8. Service Delivery
The assigned professional will provide the requested service at the customer's specified location.
Professionals may bring standard tools required for the booked service.
The customer should provide reasonable access to the service location and work area.
9. Materials, Parts and Additional Work
Standard tools may be included as part of the professional's service.
Special materials, spare parts, replacement components, or additional work may require additional payment.
Such additional charges are separate from the ₹99 CityHeros pre-booking platform fee.
Where reasonably practicable, the customer should be informed of the additional requirement and applicable charge before the additional work is performed.
10. Service Payment
The ₹99 pre-booking platform fee and the service charge are separate.
Example:
Service Charge: ₹800
Pre-Booking Platform Fee: ₹99
Customer Total: ₹899
The payment structure is:
₹99 → CityHeros
₹800 → Service Professional
The service charge may be collected:
- Through Razorpay/online payment; or
- Through Pay on Delivery (POD), where specifically available.
For complete payment details, please refer to the Pricing & Payment Policy.
11. Professional No-Show
If the assigned professional does not arrive for a confirmed booking, CityHeros may:
- Contact the professional.
- Verify the circumstances.
- Attempt to reschedule the service.
- Assign another available professional.
- Cancel the booking if the service cannot be arranged.
Where eligible, the ₹99 pre-booking platform fee may be refunded according to the Refund & Cancellation Policy.
12. CityHeros Unable to Arrange Service
If CityHeros is unable to arrange an appropriate professional after the customer has paid the ₹99 pre-booking platform fee:
- CityHeros may cancel the service request; and
- The eligible ₹99 platform fee may be refunded.
Any separate service payment already made will be handled according to the applicable refund conditions.
13. Customer Unavailable
Customers are responsible for being available at the agreed service location and time.
If the customer is unavailable, provides an incorrect address, or does not provide reasonable access to the service location, the professional may be unable to complete the service.
In such circumstances, the ₹99 platform fee may generally be non-refundable.
14. Service Quality and Complaints
If a customer is dissatisfied with the completed service, the customer should contact CityHeros within:
48 hours of service completion.
The customer may be requested to provide:
- Booking ID
- Description of the issue
- Photographs
- Videos
- Other relevant information
CityHeros may review the complaint and coordinate with the service professional.
15. Service Re-Attempt / Re-Visit
Where CityHeros determines that a service complaint is eligible for a re-attempt, CityHeros may arrange:
- A revisit by the original professional; or
- A visit by another suitable professional.
A free re-visit is not automatically guaranteed for every complaint.
The decision may depend on:
- Nature of the complaint
- Original service scope
- Evidence provided
- Service records
- Professional assessment
- Other relevant circumstances
16. Photos and Videos
For certain service complaints, CityHeros may request photographs or videos.
Customers may send the requested information through the official CityHeros WhatsApp/contact channel.
Photographs and videos may be used to:
- Understand the reported issue
- Verify the complaint
- Coordinate with the professional
- Determine whether a re-attempt is appropriate
- Resolve the service issue
Customers should avoid sharing unnecessary personal or sensitive information.
17. Customer Responsibilities
Customers should:
- Provide an accurate name and reachable mobile number.
- Provide a correct service address.
- Provide accurate service information.
- Select an appropriate service and preferred time.
- Keep the service area reasonably accessible.
- Be available during the agreed service window.
- Inform CityHeros about relevant changes as soon as possible.
- Review additional charges before approving additional work.
- Report service-quality issues within 48 hours where possible.
18. Rescheduling
Customers who need to change their appointment should contact CityHeros as early as possible.
Where possible, customers should request rescheduling at least 2 hours before the selected service window.
Rescheduling is subject to professional availability.
19. Cancellation
Cancellation and refund eligibility are governed by the CityHeros Refund & Cancellation Policy.
In general:
- Customer voluntarily cancels → ₹99 platform fee is generally non-refundable.
- Verified professional no-show → ₹99 may be refunded.
- CityHeros unable to arrange service → ₹99 may be refunded.
20. Healthcare-Related Services
Where CityHeros facilitates healthcare-at-home or supportive-care services, such services are provided by the applicable service professional or partner.
CityHeros is a technology platform and does not replace:
- Hospitals
- Emergency departments
- Ambulance services
- Licensed medical treatment
For a medical emergency, customers should contact the appropriate emergency medical service immediately, including 108 in India, where applicable.
21. Independent Service Professionals
CityHeros connects customers with independent service professionals.
The actual service may be performed by the assigned professional rather than directly by CityHeros.
Professional availability, qualifications, service capabilities, and conduct may vary by service category.
CityHeros may verify or collect professional information as part of its onboarding and platform processes.
22. Service Completion
After the professional completes the service, the customer should inspect the work and raise any immediate concerns with the professional or CityHeros.
The service status may be updated in the CityHeros system.
Where applicable, the customer may be asked to confirm service completion.
23. Delays and Unavoidable Circumstances
Service delivery may be delayed or cancelled because of circumstances including:
- Severe weather
- Traffic
- Road restrictions
- Natural events
- Public disturbances
- Technical problems
- Professional emergencies
- Safety concerns
- Other circumstances beyond reasonable control
CityHeros will make reasonable efforts to communicate significant delays and, where possible, arrange an alternative professional or reschedule the service.
24. Payment and Delivery Records
CityHeros may maintain service-request, booking, payment, communication, and service-status records for:
- Customer support
- Service coordination
- Payment reconciliation
- Refund processing
- Complaint handling
- Dispute resolution
- Fraud prevention
- Business and legal requirements
25. Policy Consistency
This Service Delivery Policy should be read together with:
The following payment structure applies consistently:
₹99 → CityHeros Pre-Booking Platform Fee
Service Charge → Applicable Service Professional
Customer Total → ₹99 + Applicable Service Charge
The ₹99 payment is required after submission of the service request and successful verification of the payment is required before the pre-booking is activated.
26. Changes to this Policy
CityHeros may update this Service Delivery Policy from time to time.
The latest version will be published on the CityHeros website.
The Last Updated date indicates when the Policy was most recently revised.
27. 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.
28. Contact CityHeros
CITYHEROS
Verified Local Service Professionals
Service Area:
Koppal, Karnataka – 583231, India
Phone / WhatsApp:
+918431073378
Email:
care@cityheros.in
Website:
www.cityheros.in
29. Customer Acknowledgement
By submitting a service request and paying the ₹99 pre-booking platform fee, the customer acknowledges that:
- The service request will be recorded by CityHeros.
- The ₹99 pre-booking platform fee is payable to CityHeros.
- The ₹99 payment is required before the pre-booking is activated.
- The ₹99 fee is separate from the service professional's service charge.
- The service professional's service charge is payable separately.
- Service assignment is subject to professional availability.
- The selected time is generally a service window unless an exact appointment is specifically confirmed.
- Service complaints should generally be reported within 48 hours of service completion.
- Cancellation and refund eligibility is governed by the CityHeros Refund & Cancellation Policy.