Refund & Cancellation Policy

Last Updated: June 2026

Thank you for using City Service. We strive to provide a smooth and reliable ordering experience. This Refund & Cancellation Policy outlines the terms applicable to orders placed through the City Service platform.

1. Order Cancellation

By Customers

Customers may cancel an order before the vendor has accepted or started processing it.

Once an order has been accepted, prepared, packed, or dispatched for delivery, cancellation may not be possible.

Any cancellation options available will be displayed within the app at the time of ordering.

By Vendors

A vendor may cancel an order due to:

  • Product unavailability
  • Operational issues
  • Store closure
  • Incorrect pricing or listing errors
  • Unforeseen circumstances

In such cases, customers will receive a full refund for any amount paid.

2. Refund Eligibility

You may be eligible for a refund in the following situations:

  • The order was cancelled by the vendor.
  • The order could not be delivered due to reasons attributable to the vendor or delivery partner.
  • Incorrect items were delivered.
  • Damaged, defective, or expired products were delivered.
  • Payment was successfully charged, but the order was not processed.

Refund requests are subject to verification by City Service and the respective vendor.

3. Non-Refundable Situations

Refunds may not be granted in the following cases:

  • Incorrect delivery address provided by the customer.
  • Customer unavailable at the time of delivery.
  • Orders cancelled after preparation, packing, or dispatch.
  • Minor packaging damage that does not affect the product.
  • Customer dissatisfaction with product taste, preference, or personal expectations where the product matches the order description.
  • Perishable items that have been accepted at delivery without any reported issue.

4. Damaged or Incorrect Products

If you receive a damaged, defective, expired, or incorrect product, please report the issue within 24 hours of delivery by contacting our support team.

Supporting photographs may be requested to facilitate verification and resolution.

5. Refund Processing

Approved refunds will be processed through the original payment method used during the purchase.

Typical refund timelines are:

  • UPI Payments: 1–5 business days
  • Debit/Credit Cards: 3–10 business days
  • Net Banking: 3–10 business days
  • Wallet Payments: 1–5 business days

Actual processing times may vary depending on the payment provider and banking institution.

6. Cash on Delivery Orders

For Cash on Delivery orders, any approved refund may be processed through:

  • Bank transfer
  • UPI transfer
  • Any other method deemed appropriate by City Service

Customers may be required to provide valid payment details for processing such refunds.

7. Partial Refunds

In certain circumstances, City Service may provide a partial refund, including but not limited to:

  • Missing items from an order
  • Quantity discrepancies
  • Partially damaged products

The refund amount will be determined based on the affected items.

8. Right to Refuse Refund Requests

City Service reserves the right to reject refund requests that:

  • Appear fraudulent or abusive
  • Violate platform policies
  • Lack sufficient supporting evidence
  • Are submitted beyond the specified reporting period

9. Contact Us

For refund, cancellation, or order-related assistance, please contact:

City Service

Email: contact@city-service.in
Phone: +91 83741 47264

Our support team will review your request and work towards a fair resolution as quickly as possible.