This Pricing & Payment Policy explains how CityHeros handles service pricing, the ₹99 pre-booking platform fee, customer payments, service-professional payments, and payment-related processes.
CityHeros operates as a sole proprietorship business under the public-facing brand name CityHeros and provides a technology platform connecting customers with local service professionals.
By submitting a service request or making a payment through CityHeros, you acknowledge and agree to this Policy.
1. CityHeros Pricing Structure
A CityHeros service request may involve two separate payment components:
A. CityHeros Pre-Booking Platform Fee
₹99
The ₹99 pre-booking platform fee is charged by CityHeros for processing and activating the customer's service request and for platform coordination.
B. Service Charge
The service charge is the applicable amount for the service requested by the customer.
The service charge is separate from the ₹99 CityHeros platform fee and is payable to the applicable service professional according to the payment arrangement for the service.
2. Service Request and Payment Flow
CityHeros follows the following process:
Step 1 — Customer Submits Service Request
The customer selects the required service and submits the required details through the CityHeros website.
The submitted service request is recorded in the CityHeros database for processing.
A service request or booking reference may be generated.
Step 2 — ₹99 Pre-Booking Payment
After submitting the service request, the customer is required to pay:
₹99 CityHeros Pre-Booking Platform Fee
The customer may be redirected to Razorpay or another authorised payment provider.
Step 3 — Payment Verification
CityHeros verifies the ₹99 payment through the applicable payment system.
The service request is not treated as an activated pre-booking until the ₹99 payment has been successfully verified.
Step 4 — Pre-Booking Activation
After successful verification of the ₹99 payment, CityHeros may activate the service request for further processing and professional assignment, subject to service availability.
Step 5 — CityHeros WhatsApp / Support
After successful pre-booking payment, CityHeros may provide the official CityHeros WhatsApp/contact number for service coordination and support.
Customers may use the official contact channel for:
- Booking coordination
- Service-related information
- Appointment communication
- Sharing photographs/videos where requested
- Complaints
- Customer support
Step 6 — Professional Assignment
CityHeros may assign or coordinate an available service professional based on:
- Service category
- Location
- Availability
- Service requirements
- Other operational factors
Step 7 — Service Delivery
The service professional attends the customer's location and performs the requested service.
Step 8 — Service Payment
The applicable service charge is separate from the ₹99 CityHeros platform fee.
Depending on the service, the service charge may be paid:
- Through Razorpay/online payment; or
- Through Pay on Delivery (POD) where specifically available.
3. Payment Example — ₹800 Service
Suppose the applicable service charge is ₹800.
At the time of submitting the service request:
₹99 → CityHeros
The customer pays ₹99 to activate the pre-booking.
After service delivery:
₹800 → Service Professional
Therefore:
| Payment Component | Amount | Recipient |
|---|---|---|
| CityHeros Pre-Booking Platform Fee | ₹99 | CityHeros |
| Service Charge | ₹800 | Service Professional |
| Total | ₹899 | — |
The ₹99 platform fee is not deducted from the professional's service charge.
4. Payment Example — ₹1,200 Service
If the applicable service charge is ₹1,200:
Pre-booking
Customer pays ₹99 → CityHeros
After service
Customer pays ₹1,200 → Service Professional
Total service-related amount
₹99 + ₹1,200 = ₹1,299
5. ₹99 Pre-Booking Platform Fee
The ₹99 fee is:
- Charged by CityHeros
- Payable to CityHeros
- Separate from the service professional's service charge
- Required to activate the pre-booking
- Generally non-refundable when the customer voluntarily cancels a successfully processed booking
The ₹99 fee is not the actual service charge.
6. Service Pricing
The service charge may vary depending on:
- Service type
- Complexity of work
- Labour required
- Time required
- Materials
- Spare parts
- Location
- Additional work
- Other service requirements
The applicable service price or estimate may be displayed on the website or communicated to the customer.
7. Price Estimates
Where CityHeros displays an estimated price, the estimate may change if the actual scope of work differs from the information provided by the customer.
Additional charges may apply if:
- Additional work is required
- Additional materials are required
- Spare parts are required
- The customer requests additional services
- The actual condition differs from the original description
Where reasonably practicable, the customer should be informed of additional charges before additional work is undertaken.
8. Additional Work
Additional work outside the original booking is not automatically included in the original service price.
Where additional work is required, the applicable additional charge should be communicated to the customer before the work is undertaken, where reasonably practicable.
9. Payment Methods
CityHeros may support payment methods made available through its authorised payment providers.
These may include:
- UPI
- Credit cards
- Debit cards
- Net banking
- Other supported online payment methods
- Pay on Delivery (POD), where specifically enabled
Payment-method availability may vary depending on the service.
10. Razorpay Payment Processing
CityHeros may use Razorpay or another authorised payment provider to process online payments.
The payment provider may handle:
- Payment processing
- Payment authentication
- Transaction processing
- Payment confirmation
- Refund processing
- Payment reconciliation
CityHeros does not request customers to provide confidential payment credentials such as:
- UPI PIN
- ATM PIN
- Card PIN
- CVV
- Internet banking password
Customers must never share these credentials with CityHeros personnel or service professionals.
11. Payment Verification
CityHeros may verify online payments using:
- Payment ID
- Order ID
- Transaction reference
- Payment-provider confirmation
- Server-side verification
- Webhooks
- Other appropriate security mechanisms
A screenshot showing a payment-success message does not necessarily constitute confirmation of successful payment.
12. Service-Professional Payment
The service professional's service charge is separate from the ₹99 CityHeros platform fee.
Where the service charge is paid online and an approved marketplace payment configuration is used, CityHeros may facilitate eligible settlement to the applicable service professional through the payment provider.
Where POD is enabled, the customer may pay the service professional according to the instructions provided by CityHeros.
13. Marketplace Payment and Settlement
Where applicable and approved, CityHeros may use marketplace payment infrastructure such as Razorpay Route / Linked Accounts to facilitate eligible service-professional settlements.
The general structure is:
Customer
↓
₹99 Pre-Booking Platform Fee → CityHeros
↓
Service Charge → Service Professional
Service professionals may be required to complete:
- KYC
- Bank verification
- Payment-provider onboarding
- Account verification
before eligible online settlements can be made.
Settlement may also be subject to:
- Payment status
- Service completion
- Customer complaints
- Refunds
- Reversals
- Fraud checks
- Payment-provider requirements
14. Service-Professional Settlement
Eligible service-professional amounts may be settled through the applicable payment provider.
CityHeros may delay or adjust settlement where permitted by the applicable payment and settlement arrangements, including where there is:
- A pending complaint
- A refund request
- A payment reversal
- A suspected fraudulent transaction
- Incomplete KYC
- An unresolved payment issue
15. Customer Cancellation
If the customer voluntarily cancels a successfully processed pre-booking:
₹99 CityHeros platform fee is generally non-refundable.
If a separate service payment has already been made, its refund eligibility will be determined according to the applicable circumstances and the CityHeros Refund & Cancellation Policy.
16. Professional No-Show
If the assigned service professional fails to attend a confirmed appointment, CityHeros may:
- Contact the professional
- Attempt to reschedule
- Assign another available professional
- Cancel the booking
- Refund the eligible ₹99 platform fee
CityHeros may verify the circumstances before processing a refund.
17. CityHeros Unable to Arrange Service
If CityHeros cannot arrange an appropriate professional for the service request after the ₹99 pre-booking payment:
- CityHeros may cancel the request; and
- The eligible ₹99 platform fee may be refunded.
If another service payment has already been collected, that payment will be reviewed according to the applicable circumstances.
18. Service Complaints
If a customer is dissatisfied with the completed service, the customer should contact CityHeros within:
48 hours of service completion.
Customers may be asked to provide:
- Booking ID
- Description of the issue
- Photographs
- Videos
- Other relevant information
CityHeros may review the complaint and, where appropriate, coordinate a service re-attempt.
19. Refunds
Refund eligibility is governed by the CityHeros Refund & Cancellation Policy.
The ₹99 platform fee may be refunded in eligible circumstances such as:
- Verified professional no-show
- CityHeros inability to arrange the service
- Duplicate charge
- Verified payment or technical issue
The ₹99 fee is generally non-refundable when the customer voluntarily cancels a successfully processed booking.
20. Failed Payment
If an online payment fails:
- The pre-booking may not be activated.
- The customer may be asked to retry payment.
- Any temporary debit may be reversed by the payment provider according to its applicable process.
If the amount remains debited, the customer may contact CityHeros with the transaction details.
21. Pending Payment
If the payment status remains pending, CityHeros may wait for confirmation from the payment provider before activating the pre-booking.
Customers should avoid making repeated payments for the same service request unless instructed by CityHeros.
22. Duplicate Payment
If a customer pays the same fee more than once for the same service request due to a technical or payment issue, CityHeros may verify the transactions and process an eligible refund of the duplicate payment.
23. Payment Receipt
After successful payment verification, CityHeros or its payment provider may provide transaction information such as:
- Service request/booking ID
- Payment ID
- Transaction reference
- Amount
- Payment status
Customers should retain payment records for future reference.
24. Promotions and Discounts
CityHeros may offer:
- Coupons
- Discounts
- Promotional offers
- Referral benefits
- Other promotional incentives
Each promotion may have separate eligibility conditions and validity periods.
CityHeros may modify or withdraw promotional offers where permitted by applicable law.
25. Price Changes
CityHeros may change service prices, promotional offers, or other pricing information from time to time.
The applicable price for a confirmed service request will generally be the price displayed or communicated at the time of confirmation, subject to additional work or changes in service scope.
26. Payment Security
Customers must not share confidential payment information with anyone claiming to represent CityHeros.
CityHeros will not ask customers for:
- UPI PIN
- ATM PIN
- Card PIN
- CVV
- Banking password
27. Payment Disputes
For payment-related issues, customers should contact CityHeros with:
- Customer name
- Registered mobile number
- Service request/booking ID
- Payment ID
- Transaction reference
- Amount
- Date of transaction
- Description of the issue
CityHeros may investigate the matter with the applicable payment provider.
28. Payment-Provider Availability
CityHeros relies on third-party payment infrastructure for online transactions.
Temporary payment failures may occur because of:
- Bank downtime
- Payment-provider downtime
- Network issues
- Internet problems
- Technical failures
- Security checks
- Other circumstances outside CityHeros' reasonable control
29. Payment and Service Records
CityHeros may retain payment, booking, pricing, and settlement records for:
- Payment reconciliation
- Accounting
- Customer support
- Refund processing
- Fraud prevention
- Dispute resolution
- Business and legal requirements
30. Consistency of Pricing Information
CityHeros intends to maintain the same payment structure across its:
- Service request page
- Checkout page
- Pricing information
- Privacy Policy
- Terms & Conditions
- Refund & Cancellation Policy
- Service Delivery Policy
The standard structure is:
₹99 → CityHeros Pre-Booking Platform Fee
Applicable Service Charge → Service Professional
Customer Total = ₹99 + Applicable Service Charge
31. Important Customer Notice
Before making the ₹99 payment, customers should review:
- Selected service
- Service location
- Applicable service information
- ₹99 pre-booking platform fee
- Applicable service price or estimate
- Total amount displayed
- Cancellation and refund conditions
By proceeding with payment, the customer confirms that they have reviewed the applicable payment information.
32. Changes to this Policy
CityHeros may update this Pricing & Payment Policy from time to time.
The latest version will be published on the CityHeros website.
The Last Updated date indicates when this Policy was most recently revised.
33. Governing Law
This Policy shall be governed by the laws applicable in India.
Subject to applicable law, disputes relating to this Policy shall be subject to the jurisdiction of the appropriate courts having jurisdiction over Koppal, Karnataka.
34. Contact CityHeros
CITYHEROS
Verified Local Service Professionals
Service Area:
Koppal, Karnataka – 583231, India
Phone / WhatsApp:
+918431073378
Email:
care@cityheros.in
Website:
www.cityheros.in
35. 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, fraud prevention, and legitimate business purposes.
36. Customer Acknowledgement
By submitting a service request and proceeding with the ₹99 payment, the customer acknowledges that:
- The service request is recorded by CityHeros.
- ₹99 is the CityHeros pre-booking platform fee.
- The ₹99 fee must be successfully paid before the pre-booking is activated.
- The ₹99 fee belongs to CityHeros.
- The service professional's service charge is separate.
- The applicable service charge is payable separately according to the available payment arrangement.
- The ₹99 fee is generally non-refundable for voluntary customer cancellation.
- Eligible refunds are governed by the Refund & Cancellation Policy.
- Service-quality complaints should generally be reported within 48 hours of service completion.