1. Overview
This policy explains when you can cancel a CityServe booking, what refund you are entitled to, and how quickly refunds are processed. Because payments are held in escrow until a job is completed and OTP-verified, refunds for eligible cancellations are straightforward: the escrowed amount is returned to you rather than paid out to the vendor.
2. Customer Cancellations
Refund eligibility depends on how far before the scheduled service start time you cancel:
| When you cancel | Refund | Fee |
|---|---|---|
| More than 2 hours before start | 100% refund | None |
| 1–2 hours before start | 50% refund | 50% cancellation fee |
| Less than 1 hour before start, or no-show | No refund | 100% of booking value |
Cancellation fees compensate vendors who have reserved time and, in many cases, are already travelling to your location. In no case will you be charged more than the booking amount.
3. Vendor Cancellations
If the vendor cancels your booking for any reason, you automatically receive a 100% refund of the amount paid, plus a ₹50 platform credit to your CityServe wallet as a goodwill gesture. Repeated cancellations by a vendor affect their standing on the Platform.
4. Rescheduling
- You may reschedule a booking free of charge up to 4 hours before the scheduled start, subject to vendor availability.
- Rescheduling within 4 hours of the start time may attract a small convenience fee, shown before you confirm.
- Rescheduling does not trigger a cancellation fee.
5. Emergency & Weather Exceptions
Cancellations caused by severe weather, medical emergencies, or natural disasters are reviewed case by case. Contact support with supporting documentation and, where the exception applies, we will process a full refund within 48 hours regardless of the standard cancellation windows above.
6. Refund Methods & Timelines
- CityServe wallet: instant credit, usable immediately for new bookings.
- Original payment method (UPI / card, via Razorpay): 3–5 business days after the refund is initiated.
- Bank transfer: 5–7 business days.
You will receive a confirmation (email / in-app notification) when a refund is initiated. Actual credit timing for card and bank refunds depends on your bank.
7. Service-Quality Disputes
If a completed job does not match what was booked, do not share the completion OTP; instead, raise a dispute from the booking within 48 hours of the scheduled completion. While a dispute is open, the payment remains in escrow. Depending on the outcome, we may arrange a re-visit, a partial refund, or a full refund.
8. Contact & Grievances
For refund questions or complaints, contact support via in-app chat or email our Grievance Officer at support@cityserve.dev. We aim to acknowledge complaints within 48 hours and resolve them within 30 days. Disputes are subject to the governing-law provisions of our Terms of Service (laws of India; courts at Lucknow, Uttar Pradesh).