Cancellation & Refund Policy
Last Updated: [Insert Date]
This Cancellation & Refund Policy explains the rules applicable to cancellations, rescheduling, refunds, and service-related payments made through the City Captain website, mobile application, and related platforms (“Platform”).
City Captain LLP (“City Captain”, “we”, “us”, or “our”) may update this Policy from time to time. The applicable cancellation and refund terms may also vary depending on the service selected.
1. Cancellation by Customer
Customers may request cancellation of a service through the Platform or by contacting City Captain support.
Before Professional Acceptance
If a customer cancels a request before a professional has accepted the job, the customer will generally be eligible for a full refund of any amount already paid, subject to applicable payment-processing charges or specific service terms.
After Professional Acceptance
If a customer cancels after a professional has accepted the request, a cancellation charge may apply depending on:
Time remaining before the scheduled service
Whether the professional has started travelling
Whether materials have been purchased
Type of service
Applicable service-specific cancellation rules
Any applicable cancellation charge will be communicated where reasonably possible.
After Professional Arrival
If the professional has already arrived at the service location, the customer may be charged a visit/cancellation fee or other applicable amount.
2. Cancellation by Professional
A professional may need to cancel because of:
Unavailability
Technical or operational issues
Safety concerns
Incorrect service requirements
Other circumstances beyond reasonable control
Where a professional cancels and the customer has already paid, City Captain may provide a refund or allow the customer to reschedule, subject to the circumstances and applicable service terms.
Repeated cancellations by a professional may result in account review, restrictions, suspension, or other appropriate action.
3. Rescheduling
Customers may request to reschedule a service, subject to professional availability.
Rescheduling requests made sufficiently in advance may generally be completed without a charge.
A rescheduling fee may apply when the request is made shortly before the scheduled service or after the professional has started travelling.
4. Refund Eligibility
A customer may be eligible for a refund where:
The service was cancelled according to the applicable cancellation terms
City Captain or the professional cancels the confirmed service
The customer was charged incorrectly
A duplicate payment was made
A payment was processed but the service could not reasonably be provided
A refund is required under applicable law
Refund eligibility may depend on the specific service and circumstances.
5. Non-Refundable Situations
A refund may not be available where:
The customer provides incorrect or incomplete information
The customer is unavailable at the agreed time
The customer denies access to the service location
The customer cancels after significant work has already been performed
Materials have been purchased specifically for the customer's approved job
The service has been completed as agreed
The customer changes their mind after a customized service has been completed
The customer has violated applicable service terms
This does not limit any rights the customer may have under applicable law.
6. Customized / Quotation-Based Services
For services where the professional provides a customized quotation, the customer should review and approve the quotation before work begins.
Once customized work has started, cancellation and refund eligibility may depend on:
Work already completed
Materials purchased
Labour performed
Travel/inspection charges
The quotation and agreed service terms
Additional work should not be charged without appropriate customer approval, except where permitted by applicable law or previously agreed terms.
7. Service Quality Issues
If a customer believes that a service was not completed properly, the customer should contact City Captain support as soon as reasonably possible.
We may request relevant information such as:
Booking details
Photographs or videos of the issue
Description of the problem
Invoice/payment information
Communication with the professional
City Captain may review the matter and, where appropriate, coordinate with the professional regarding a resolution.
8. Refund Process
Once a refund is approved, City Captain may initiate the refund through the original payment method or another appropriate method.
The time taken for the refund to appear in the customer's account may depend on the payment provider, bank, card issuer, or other financial institution.
City Captain is not responsible for delays caused solely by third-party payment providers or financial institutions.
9. Payment Processing Charges
Where applicable, payment gateway, transaction, convenience, or other processing charges may be non-refundable if they have already been incurred.
Any such charge will be subject to applicable law and the terms displayed at the time of payment.
10. No-Show Policy
A customer may be considered a “No-Show” if:
The customer is unavailable at the confirmed time
The professional cannot reasonably access the service location
The customer does not respond to reasonable attempts to contact them
The customer refuses the service after the professional has arrived without a valid reason
A visit or cancellation charge may apply in such cases.
11. Emergency / Instant Situations
For instant or short-notice service requests, cancellation rules may differ because professionals may begin travelling immediately after accepting the request.
Any applicable charges should be displayed or communicated before confirmation where reasonably possible.
12. Disputes
If there is a disagreement regarding a cancellation, payment, refund, or service, customers and professionals should contact City Captain support.
City Captain may review available information and take appropriate platform-level action.
Nothing in this Policy limits any rights or remedies available under applicable law.
13. Changes to This Policy
City Captain may modify this Cancellation & Refund Policy from time to time.
Changes will be published on this page with an updated “Last Updated” date.
14. Contact Us
For cancellation, refund, or service-related assistance, contact:
City Captain LLP
Email: [info@citycaptain.in]
Important
By making a booking or payment through City Captain, you acknowledge that you have read and understood the applicable cancellation and refund terms.
City Captain LLP
Connecting People. Powering Services.