CityHeros — Terms & Conditions

Welcome to CityHeros.

These Terms & Conditions (“Terms”) govern your access to and use of the CityHeros website, platform, booking services, payment facilities, and related services.

CityHeros is a technology platform that connects customers with independent local service professionals. By accessing the website, creating an account, requesting a service, booking a service, registering as a service professional, or making a payment through CityHeros, you agree to these Terms.

If you do not agree with these Terms, please do not use the Platform.

1. About CityHeros

CityHeros operates as a sole proprietorship business under the public-facing brand name CityHeros.

CityHeros provides a technology platform for connecting customers with local service professionals.

The Platform may facilitate:

• Service discovery
• Service requests
• Booking and scheduling
• Professional assignment
• Customer-professional communication
• Payment facilitation
• Service-provider settlement
• Customer support
• Complaints
• Refund processing
• Service re-attempt coordination

The actual service may be performed by an independent service professional.

Unless specifically stated otherwise, CityHeros acts as a technology and coordination platform and does not itself directly provide every service listed on the Platform.

2. Eligibility

You must provide accurate information when using CityHeros.

By using the Platform, you represent that:

• The information you provide is accurate and current.
• You are legally capable of entering into an agreement.
• You will use the Platform only for lawful purposes.
• You will not misuse the Platform.
• You will not create an account using false information.
• You will not impersonate another person.

CityHeros may restrict or terminate access where information is found to be false, misleading, fraudulent, or otherwise inappropriate.

3. Customer Account

Certain CityHeros features may require an account or mobile-number verification.

You are responsible for:

• Providing accurate information
• Maintaining the security of your account
• Keeping your contact information updated
• Not sharing account credentials with unauthorised persons
• Informing CityHeros if you suspect unauthorised account activity

CityHeros may suspend or terminate accounts involved in fraud, misuse, abuse, or violation of these Terms.

4. Service Requests and Bookings

Customers may request services through the Platform by providing information such as:

• Service type
• Service location
• Preferred date
• Preferred time
• Description of the required work
• Photos or videos where applicable

A booking is considered confirmed only when the applicable booking confirmation is generated by CityHeros.

Submitting a service request does not necessarily guarantee that a professional will be available.

CityHeros may contact the customer if additional information is required to fulfil the request.

5. Service Professionals

Service professionals listed on CityHeros may be independent professionals, partners, contractors, or other service providers.

Where applicable, CityHeros may conduct verification or KYC procedures before allowing a professional to provide services through the Platform.

A “Verified” professional means that CityHeros has completed the applicable verification process determined by CityHeros.

Verification does not constitute an unconditional guarantee of:

• Qualifications
• Experience
• Skill level
• Conduct
• Availability
• Future performance
• Service outcome

Customers should exercise reasonable judgment when engaging with service professionals.

6. Service Availability

Service availability may depend on:

• Location
• Date
• Time
• Professional availability
• Service category
• Service requirements
• Operational circumstances

CityHeros does not guarantee that every service will always be available.

CityHeros may cancel or reschedule a booking where a suitable professional cannot be arranged.

7. Service Pricing

Service charges are separate from the CityHeros pre-booking platform fee.

The applicable service charge may depend on:

• Service type
• Complexity
• Time required
• Materials
• Spare parts
• Additional work
• Location
• Other applicable requirements

Where reasonably practicable, the applicable price or estimate will be displayed or communicated to the customer before the service is performed.

If additional work is required, the customer should be informed of applicable additional charges before the additional work is undertaken, where reasonably practicable.

8. ₹99 CityHeros Pre-Booking Platform Fee

CityHeros may charge a ₹99 pre-booking platform fee when a customer confirms a service booking.

The ₹99 fee:

• Is charged by CityHeros
• Is payable to CityHeros
• Is separate from the service professional's service charge
• Covers booking processing and platform coordination

Example

If the service charge is ₹800:

If the service charge is ₹1,200:

9. Payment

Customers may pay using the payment methods displayed at checkout.

These may include:

• UPI
• Debit cards
• Credit cards
• Net banking
• Other payment methods supported by the applicable payment provider

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

The availability of a particular payment method may vary.

10. Marketplace Payment and Service-Provider Settlement

Where approved and configured, CityHeros may use marketplace payment infrastructure such as Razorpay Route and Linked Accounts to facilitate settlement of eligible service charges to service professionals.

The general payment structure may be:

Customer pays:

For example:

Where an approved marketplace payment configuration is used, the service professional's eligible service amount may be settled through the applicable payment provider.

Service professionals may be required to complete applicable KYC, bank verification, and payment-provider onboarding before receiving settlements.

Provider settlement may be deferred or scheduled depending on applicable service completion, complaints, refunds, payment status, and settlement procedures.

CityHeros does not guarantee that a particular payment or settlement method will always be available.

11. Payment Verification

A booking will be treated as successfully paid only after the payment has been appropriately verified through the applicable payment system.

CityHeros may use:

• Payment confirmation
• Server-side verification
• Transaction records
• Payment-provider notifications
• Webhooks
• Other security mechanisms

A screenshot or frontend payment-success message alone may not be considered sufficient proof of payment.

12. Customer Cancellation

Customers may request cancellation of a booking through the available CityHeros cancellation process.

If the customer voluntarily cancels a successfully processed booking:

₹99 CityHeros platform fee is generally non-refundable.

If a service amount has already been paid, its refund treatment may depend on:

• Payment status
• Service stage
• Cancellation timing
• Circumstances of cancellation
• Applicable refund rules

13. Professional No-Show

If a confirmed service professional fails to attend the appointment, CityHeros may:

• Contact the professional
• Attempt to reschedule
• Assign another professional
• Cancel the booking
• Provide an eligible refund

Where CityHeros verifies that the professional failed to attend and the booking is eligible for a refund, the ₹99 platform fee may be refunded.

CityHeros may verify the circumstances before processing the refund.

14. Service Completion

A service may be considered completed when:

• The professional reports completion;
• The customer confirms completion; or
• CityHeros determines that the service has been completed based on available service records.

Where applicable, professionals may be required to provide completion information, photographs, videos, or other service evidence.

15. 48-Hour Service Support

If a customer is dissatisfied with a completed service, the customer should contact CityHeros within 48 hours of service completion.

The customer may be required to provide:

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

CityHeros may investigate the complaint 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

16. Service Re-Attempt

Where CityHeros determines that a service re-attempt is appropriate, CityHeros may coordinate another visit by the same or another service professional.

A re-attempt may depend on:

• Nature of the complaint
• Evidence submitted
• Original service scope
• Professional availability
• Service category
• Other applicable circumstances

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

17. Additional Work

If a professional identifies additional work that was not included in the original booking, the professional should communicate the additional requirement and applicable price to the customer.

Additional work should not be treated as part of the original service charge unless agreed by the customer.

Where applicable, additional charges may be paid through an available CityHeros/Razorpay payment method or another permitted payment arrangement.

18. Refunds

Eligible refunds may include:

• ₹99 refund for a verified professional no-show
• ₹99 refund 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 actual time required for a refund to reach the customer's account may depend on the payment provider and bank.

19. Service Quality

CityHeros aims to connect customers with suitable service professionals.

However, because services may be performed by independent professionals, CityHeros does not guarantee that every service will meet every customer's expectations.

Customers should provide accurate information regarding the requested work to help the professional understand the service requirements.

20. Customer Responsibilities

Customers agree to:

• Provide accurate booking information
• Provide a safe and reasonably accessible service location
• Be available at the agreed appointment time
• Provide necessary access to the service location
• Treat service professionals respectfully
• Pay applicable charges
• Not provide false complaints
• Not misuse the Platform
• Not engage in unlawful activity

Customers should inform CityHeros of any legitimate safety or service concern.

21. Service Professional Responsibilities

Service professionals using CityHeros are expected to:

• Provide accurate information
• Complete applicable verification/KYC requirements
• Accept only services they are capable of performing
• Attend confirmed appointments
• Communicate professionally
• Provide services within the agreed scope
• Provide accurate service information
• Avoid fraudulent or misleading conduct
• Follow applicable laws and regulations
• Respect customer privacy
• Maintain confidentiality of customer information

22. Photos and Videos

Customers and professionals may submit photographs or videos for legitimate service purposes.

Such materials may be used for:

• Service assessment
• Complaint investigation
• Service verification
• Customer support
• Service re-attempts
• Dispute resolution

Users must not upload unlawful, abusive, defamatory, sexually explicit, or unrelated content.

23. Prohibited Use

Users must not:

• Use CityHeros for unlawful activities
• Provide false information
• Create fraudulent accounts
• Manipulate bookings
• Abuse refund processes
• Submit fraudulent complaints
• Attempt unauthorised access
• Introduce malicious software
• Scrape or copy Platform data without permission
• Interfere with Platform operation
• Impersonate another person
• Harass customers, professionals, or CityHeros personnel
• Use CityHeros for activities unrelated to legitimate service requests

CityHeros may suspend or terminate access for violations.

24. Communication

CityHeros may contact users regarding:

• Bookings
• Payments
• Service appointments
• Professional assignment
• Cancellations
• Refunds
• Complaints
• Service updates
• Account information
• Important Platform notices

Communication may occur through phone, WhatsApp, SMS, email, or website notifications.

25. Privacy

Your use of CityHeros is also governed by our Privacy Policy, which explains how we collect and process personal information.

Users should review the Privacy Policy before using the Platform.

26. Intellectual Property

The CityHeros name, logo, website design, software, text, graphics, photographs, interface, trademarks, and other Platform content may belong to CityHeros or its licensors.

Users may not reproduce, modify, distribute, sell, or commercially exploit CityHeros intellectual property without prior written permission.

27. Third-Party Services

CityHeros may integrate with third-party services, including:

• Razorpay
• WhatsApp
• Mapping providers
• Hosting providers
• Communication providers
• Other technology providers

Third-party services may have separate terms and policies.

CityHeros is not responsible for third-party services outside its reasonable control.

28. Payments and Third-Party Payment Providers

Payment processing may be performed by third-party payment providers.

CityHeros does not request or store confidential credentials such as:

• UPI PIN
• Card PIN
• Banking passwords
• CVV
• OTP

Users must not share such information with CityHeros personnel, service professionals, or any unauthorised person.

29. Platform Availability

CityHeros aims to maintain reliable Platform availability but does not guarantee that the website or services will always be:

• Available
• Uninterrupted
• Error-free
• Secure
• Free from technical problems

Maintenance, network problems, third-party failures, or other circumstances may temporarily affect availability.

30. Limitation of Liability

To the extent permitted by applicable law, CityHeros shall not be responsible for losses arising from matters beyond its reasonable control.

Because service professionals may be independent service providers, CityHeros is not responsible for every act, omission, delay, error, or service outcome of an independent professional.

Nothing in these Terms is intended to exclude or limit liability that cannot legally be excluded or limited under applicable law.

31. Force Majeure

CityHeros shall not be responsible for delays or failure caused by circumstances beyond its reasonable control, including:

• Natural disasters
• Severe weather
• Government restrictions
• Network failures
• Internet outages
• Payment-provider failures
• Power failures
• Strikes
• Civil disturbances
• Public emergencies
• Other events beyond reasonable control

32. Suspension and Termination

CityHeros may suspend, restrict, or terminate a user's access where reasonably necessary because of:

• Fraud
• Misuse
• False information
• Payment abuse
• Repeated violations
• Unlawful activity
• Security concerns
• Violation of these Terms

Users may stop using CityHeros at any time.

Termination does not automatically remove obligations relating to payments, disputes, refunds, or other matters that arose before termination.

33. Modification of Services

CityHeros may modify, add, remove, or discontinue features, services, service categories, pricing structures, or Platform functionality from time to time.

Where required, material changes will be communicated through the Platform or other appropriate channels.

34. Changes to these Terms

CityHeros may update these Terms from time to time.

The latest version will be published on the CityHeros website.

The Last Updated date indicates when the Terms were most recently revised.

Continued use of the Platform after applicable updates may constitute acceptance of the revised Terms, subject to applicable law.

35. Governing Law

These Terms shall be governed by the laws applicable in India.

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

36. Grievance and Customer Support

For questions, complaints, refund requests, service issues, or other support matters, contact:

CITYHEROS

Phone / WhatsApp:
+918431073378

Email:
care@cityheros.in

Service Area:
Koppal, Karnataka – 583231, India

Website:
www.cityheros.in

37. Business / Legal Identity

CityHeros operates as a sole proprietorship business under the public-facing brand name CityHeros.

The proprietor's legal information may be provided to payment providers, banks, KYC providers, government authorities, and other authorised parties where required for:

• KYC
• Payment processing
• Provider settlement
• Taxation
• Regulatory compliance
• Fraud prevention
• Legitimate business purposes

38. Entire Agreement

These Terms, together with the CityHeros Privacy Policy, Refund & Cancellation Policy, Pricing & Payment Policy, and Service Delivery Policy, constitute the applicable terms governing your use of the Platform.

If there is a conflict between documents, the applicable specific policy or mandatory legal requirement will govern to the extent of the conflict.

39. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue to the extent permitted by applicable law.

40. Acceptance

By accessing CityHeros, creating an account, requesting a service, booking a service, registering as a service professional, or making a payment, you acknowledge that you have read, understood, and agreed to these Terms & Conditions.

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