Refund Policy for City Professionals Private Limited
Last Updated: 21st July, 2025
This Refund Policy ("Policy") outlines the terms and conditions governing refunds for services booked through City Professionals Private Limited ("City Professionals", "we", "us", or "our") platform. This Policy applies to all bookings made through our website, mobile application, or any other platform operated by City Professionals (collectively, the "Platform").
Company Information
Legal Entity Name: City Professionals Private Limited
Registered Office Address: 10TH FLR C WING, NESCO IT BUILDING NO 4, Goregaon East, Mumbai- 400063, Maharashtra
Email: support@cityprofessionals.in
Grievance Officer: Rohit Dhawan, CEO
Phone: 8668998536
Legal Framework and Compliance
This Policy has been designed to comply with:
Consumer Protection Act, 2019 and Consumer Protection (E-Commerce) Rules, 2020
Digital Personal Data Protection Act, 2023
Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021
Other applicable laws and regulations in India
1. DEFINITIONS AND SCOPE
(a) Definitions
"Professional Services": Services booked through our Platform, including but not limited to home services, repairs, installations, maintenance, cleaning, and other professional services
"Service Professional": Independent third-party professionals who provide services through our Platform
"Booking": A confirmed request for services placed through our Platform
"Customer" or "You": Any individual or entity who books services through our Platform
"Service Charges": The total amount payable for professional services, including all fees and taxes
(b) Platform Role
City Professionals acts as an intermediary platform connecting customers with Service Professionals. We facilitate bookings and payment processing but do not directly provide the professional services. The actual services are performed by independent Service Professionals.
2. ELIGIBILITY FOR REFUNDS
(a) Full Refund Scenarios
You are eligible for a 100% refund in the following circumstances:
Service Not Provided
Service Professional fails to arrive at the scheduled time without prior notification
We are unable to assign a Service Professional to your booking
Service is cancelled from our end due to operational reasons
Duplicate payment due to technical malfunction on our Platform
Payment processing errors resulting in incorrect charges
(b) Partial Refund Scenarios
You may be eligible for a partial refund in the following cases:
Incomplete Service Delivery
Service is partially completed due to circumstances beyond the Service Professional's reasonable control
Service Quality Concerns
Major quality issues that are reported and verified within 4 hours of service completion
(c) No Refund Scenarios
No refund will be provided in the following situations:
Completed Services
Service has been completed satisfactorily as per original booking specifications
Customer satisfaction issues
Customer-Related Issues
Customer provides incorrect information about service requirements
Customer denies access to Service Professional at the scheduled time
Customer changes their mind after service completion
Customer unavailability at the service location
Late Notifications
Quality issues reported more than 4 hours after service completion
Refund requests made without valid documentation or proof
3. REFUND CONDITIONS AND REQUIREMENTS
(a) Time Limitations
Refund requests must be submitted within 4 hours of the scheduled service completion time
For service quality issues: Report within 4 hours of service completion
For non-delivery of service: Report within 1 hours of scheduled service time
(a) Documentation Required
To process your refund request, please provide:
Booking reference number or order ID
Registered mobile number/email address
Detailed description of the issue
Supporting evidence (photos/videos where applicable)
Any communication with the Service Professional
(c) Investigation Process
All refund requests will be subject to:
Internal investigation by our team
Verification with the assigned Service Professional
Review of service completion evidence
Assessment based on our quality standards
4. REFUND AMOUNT CALCULATION
(a) Service Charges
Full refund: 100% of service charges for eligible cases
Partial refund: Amount determined based on investigation findings
Service taxes: Refunded proportionally with service charges
(b) Non-Refundable Components
The following charges are non-refundable:
Platform convenience fees (unless refund is due to our error)
Payment gateway charges
Processing fees for completed administrative work
Third-party expenses incurred on your behalf
(c) Deductions
Where applicable, the following may be deducted from refunds:
Cost of materials purchased specifically for your service
Service Professional travel expenses (if service was cancelled after arrival)
Administrative processing costs
5. REFUND PROCESSING
(a) Method of Refund
Refunds will be processed using the following methods:
Online payments: Refund to original payment method (credit card, debit card, UPI, net banking)
Cash payments: Refund via bank transfer to your registered bank account
Digital wallet: Instant credit to City Professionals wallet (where applicable)
(b) Processing Timeline
Digital wallets: 3-5 business days
Credit/Debit cards: 5-7 business days
UPI/Net banking: 3-5 business days
Bank transfers: 7-10 business days
Note: Actual credit timeline may vary depending on your bank's processing time and policies
(c) Refund Approval Process
Request Submission: Submit refund request through Platform or customer support
Initial Review: Acknowledgment within 48 hours
Investigation: Detailed review within 15-21 business days
Decision Communication: Refund approval/rejection within 30 business days
Processing: Refund processed within timelines mentioned above
6. SPECIAL CIRCUMSTANCES
(a) Force Majeure Events
In cases of circumstances beyond anyone's control:
Natural disasters, pandemics, government restrictions
refund provided for all affected bookings
No deductions for convenience or processing fees
Alternative service arrangements offered where possible
(b) Defective Services
In accordance with Consumer Protection Act, 2019.
(c) Emergency Services
For urgent/emergency service bookings:
Different terms may apply due to priority scheduling
Minimum charges may be applicable even for certain refund scenarios
Terms will be communicated at booking time
7. REFUND REQUEST PROCESS
(a) How to Request a Refund
Write an email toCustomer Support Email: support@cityprofessionals.in
In-app chat: Available through our Platform
Include booking ID and comprehensive reason for request
(b) Required Information
When requesting a refund, please provide:
Complete booking details (ID, date, service type)
Specific reason for refund request
Evidence supporting your claim
Preferred refund method (where applicable)
Contact information for updates
8. DISPUTE RESOLUTION
(a) Internal Grievance Mechanism
Primary contact: Customer support team at support@cityprofessionals.in
Escalation: Grievance Officer - Rohit Dhawan, CEO
Response timeline: 24-hour acknowledgment, resolution within 15 days
(b) External Resolution
If not satisfied with our resolution:
Consumer Protection Authorities
District Consumer Commission: For claims up to ₹20 lakh
State Consumer Commission: For claims ₹20 lakh to ₹1 crore
National Consumer Commission: For claims above ₹1 crore
Online Dispute Resolution
Government ODR platforms where available
Alternative dispute resolution mechanisms
(c) Consumer Rights
Under the Consumer Protection Act, 2019, you have the right to:
Fair treatment and timely resolution of complaints
Compensation for deficient or defective services
Protection against unfair business practices
No fee for filing complaints up to ₹5 lakh
9. LIMITATIONS AND EXCLUSIONS
(a) Liability Limitations
Our liability is limited to the service charges paid for the specific booking
Maximum liability: ₹1,000 per individual service incident
Consequential damages not covered unless legally mandated
(b) Third-Party Services
Refunds for third-party materials or equipment subject to vendor policies
City Professionals acts as intermediary for such refund processes
Additional processing time may be required for third-party refunds
(c) Service Professional Disputes
Disputes solely between customer and Service Professional are outside our refund policy scope
We provide mediation assistance but cannot guarantee resolution
Service Professional liability governed by separate agreements
10. DATA PROTECTION AND REFUNDS
In compliance with the Digital Personal Data Protection Act, 2023:
Consent for Processing: Refund processing requires your personal data processing consent
Data Security: All refund-related financial data is encrypted and securely processed
Data Retention: Refund transaction data retained as per legal requirements
Right to Information: You can request details about refund processing status
11. MODIFICATIONS TO REFUND POLICY
(a) Policy Updates
We reserve the right to modify this Policy with reasonable advance notice
Material changes communicated via email, Platform notifications, and website updates
Continued use of Platform after changes constitutes acceptance
(b) Grandfathering Provision
Bookings made under previous Policy versions governed by applicable terms at booking time
Policy changes typically apply only to new bookings made after update
12. CONTACT INFORMATION
For Refund-Related Queries
General Support:
Email: support@cityprofessionals.in
Phone: 8668998536
Business Hours: Monday to Sunday, 9:00 AM to 6:00 PM IST
Grievance Officer:
Name: Rohit Dhawan
Designation: CEO
Email: support@cityprofessionals.in
Phone: 8668998536
Registered Office:
10TH FLR C WING, NESCO IT BUILDING NO 4, Goregaon East, Mumbai- 400063, Maharashtra
13. IMPORTANT NOTES
Read Before Booking: Please review this Policy carefully before making any service booking
Service-Specific Terms: Some specialized services may have additional refund conditions
Promotional Services: Special terms may apply to discounted or promotional bookings
Evidence Preservation: Maintain booking confirmations and payment receipts for refund requests
Prompt Reporting: Report issues immediately for faster resolution and better refund eligibility
14. LEGAL COMPLIANCE STATEMENT
This Refund Policy demonstrates our commitment to:
Consumer protection under Indian consumer protection laws
Transparency in business practices and refund procedures
Fair resolution of customer grievances and disputes
Legal compliance with applicable regulations and guidelines
Effective Date: 21st July, 2025
