1. Acceptance of Terms
These Terms of Service (“Terms”) govern your access to and use of the CityServe website, mobile applications, and services (collectively, the “Platform”), operated from Lucknow, Uttar Pradesh, India. By creating an account, browsing the Platform, or booking a service, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use the Platform.
2. Our Role as a Marketplace
CityServe is a GST-registered online marketplace that connects customers with independent, verified service professionals (“Vendors”) for home services such as cleaning, repairs, and maintenance in Lucknow and surrounding areas. Vendors are independent contractors and are not employees, agents, or representatives of CityServe. CityServe facilitates discovery, booking, payment, and dispute resolution, but the service contract for each job is between you and the Vendor.
3. Accounts & Eligibility
- You must be at least 18 years old and capable of entering into a binding contract under the Indian Contract Act, 1872.
- You are responsible for the accuracy of the information in your account and for keeping your credentials secure.
- One person may maintain only one customer account. Accounts created to abuse referral, gift-credit, or promotional programs may be suspended and associated credits forfeited.
4. Bookings & Service Delivery
- Prices shown at booking include applicable taxes (GST) unless stated otherwise.
- A booking is confirmed when a Vendor accepts it and payment is authorised.
- Job completion is verified through a one-time password (OTP) that you share with the Vendor only when the work is completed to your satisfaction. Do not share the completion OTP before the job is done.
- You agree to provide safe and reasonable access to the service location at the scheduled time.
5. Payments, Escrow & Commission
- Payments are processed by Razorpay Software Private Limited, an RBI-authorised payment aggregator. CityServe does not store your full card details.
- Amounts you pay are held by the Platform in escrow and are released to the Vendor only after OTP-verified completion of the job.
- CityServe charges Vendors a platform commission (currently 20% of the service value). This commission is deducted from the Vendor payout and does not change the price you see.
- Tax invoices are issued in accordance with applicable GST law.
6. Wallet, Referrals & Gift Credits
- Your CityServe wallet may hold refunds, referral rewards, goodwill credits, and gift credits. Wallet credits can be used to pay for services on the Platform.
- Promotional credits (referral rewards, gift credits, goodwill credits) have no cash value, are non-transferable, cannot be withdrawn to a bank account, and may carry expiry dates stated at the time of issue.
- Refunds credited to the wallet from your own payments remain withdrawable to your original payment method on request.
7. Cancellations & Refunds
Cancellations and refunds are governed by our Refund & Cancellation Policy. In summary: cancellations more than 2 hours before the scheduled start receive a 100% refund; cancellations 1–2 hours before receive a 50% refund; cancellations within 1 hour or no-shows are not refundable. If a Vendor cancels, you receive a full refund plus a goodwill credit.
8. User Conduct
- Do not use the Platform for any unlawful purpose or to solicit off-platform transactions that circumvent escrow and commission.
- Do not harass, threaten, or discriminate against Vendors or other users.
- Do not post false reviews, manipulate ratings, or misuse the dispute process.
- We may suspend or terminate accounts that violate these Terms.
9. Limitation of Liability
CityServe verifies Vendors through identity and background checks, but we do not guarantee the quality, safety, or legality of services performed by independent Vendors. To the maximum extent permitted by law, CityServe’s aggregate liability for any claim arising out of a booking is limited to the amount you paid for that booking. Nothing in these Terms limits rights you have under the Consumer Protection Act, 2019, that cannot be limited by contract.
10. Governing Law & Disputes
These Terms are governed by the laws of India. Subject to any mandatory consumer-protection forum available to you, the courts at Lucknow, Uttar Pradesh shall have exclusive jurisdiction over disputes arising from these Terms or your use of the Platform.
11. Grievance Officer
In accordance with the Information Technology Act, 2000, the Consumer Protection (E-Commerce) Rules, 2020, and rules made thereunder, complaints may be addressed to our Grievance Officer:
Grievance Officer, CityServe
Lucknow, Uttar Pradesh, India
Email: support@cityserve.dev
We aim to acknowledge complaints within 48 hours and resolve them within 30 days.
12. Changes to These Terms
We may update these Terms from time to time. Material changes will be notified through the Platform or by email, and the effective date above will be updated. Continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.