REFUND & CANCELLATION

Refund and Cancellation Policy for City Professionals

This Refund and Cancellation Policy (“Policy”) governs the terms and conditions under which cancellations and refund requests may be processed by City Professionals (“Company”). By availing of the Company’s services, the customer acknowledges and agrees to the provisions set forth herein.

1. Introduction and Applicability

1.1. This Policy shall apply exclusively to services provided by the Company, including but not limited to Packing and Moving, Deep Cleaning, Pest Control, and any other ancillary or supplemental services offered.
1.2. Customers are deemed to have accepted the terms of this Policy upon booking any service through the Company’s platform, website, or customer service representatives.

2. Cancellation Terms and Conditions

2.1. Customer-Initiated Cancellations

• Customers must submit cancellation requests in writing via email or the designated communication channel at least 72 hours prior to the scheduled service date. Verbal requests or informal notifications will not be considered valid.
• Cancellations submitted within 72 hours of the scheduled service date will be subject to a non-refundable cancellation charge, constituting 25% of the total service fee or Rs. 1,000, whichever is higher.

2.2. Cancellations Within 48 Hours or Same-Day Cancellations

• For cancellations made within 48 hours of the service date or on the day of the scheduled service, no refunds or credits shall be issued, except under extraordinary circumstances as determined solely by the Company.

2.3. Company-Initiated Cancellations

• If the Company cancels the service due to unforeseen operational constraints or force majeure events, the customer may be offered:
  • A rescheduling of the service to a mutually acceptable date and time.
  • A refund, only at the discretion of the Company, after deducting administrative fees and applicable taxes.

3. Refund Terms and Conditions

3.1. Refund Eligibility
Refunds shall only be considered under the following narrowly defined circumstances:

• The Company unilaterally cancels the service without providing an opportunity to reschedule.
• There is documented evidence of gross negligence or failure to perform on the part of the Company.

3.2. Refund Processing

• Refunds, where applicable, shall be processed exclusively as a credit note or service voucher redeemable against future services provided by the Company.
• Monetary refunds shall only be issued in rare and exceptional circumstances, as determined solely by the Company, and shall require a processing period of 7-10 working days from the date of approval.
• The refund amount, if granted, shall be subject to deductions, including but not limited to administrative charges @15% of the total service fee, travelling cost of service provider, minimum wages paid to service provider to compensate, taxes, and any non-refundable costs incurred by the Company.

3.3. Final Decision Authority
The Company retains absolute and unilateral discretion to determine eligibility for refunds, and its decision shall be final, binding, and non-contestable.

4. Rescheduling of Services

4.1. Customers may request a rescheduling of services by providing a minimum of 48 hours’ notice. Rescheduling requests made within 48 hours of the service date shall incur a non-refundable administrative fee of Rs. 500 or 25% of the total service fee, whichever is higher.

5. Force Majeure and Liability Limitation

5.1. The Company shall not be held liable for delays, cancellations, or failure to perform services arising from events beyond its reasonable control, including but not limited to natural disasters, strikes, governmental actions, or disruptions in utility services.
5.2. Refunds or credits shall not be issued for cancellations or delays attributable to force majeure circumstances.

6. Dispute Resolution and Complaints

6.1. Customers must submit complaints or disputes regarding service quality within 24 hours of service completion. Complaints received beyond this period shall not be entertained.
6.2. The Company shall review complaints and issue a resolution, including but not limited to credit issuance, within a reasonable time frame. Refunds, if applicable, shall remain at the sole discretion of the Company.

7. Non-Refundable Situations

7.1. Refunds or credits will not be issued under the following conditions:

• Dissatisfaction with services due to subjective preferences or expectations.
• Inability to utilize scheduled services due to customer unavailability or delay.
• Cancellations initiated less than 48 hours prior to the service date.

8. Modification of Policy

8.1. The Company reserves the right to amend, revise, or modify this Policy at its sole discretion without prior notice. Customers are encouraged to review the latest version of this Policy on the Company’s official website.

9. Governing Law and Jurisdiction

9.1. This Policy shall be governed by and construed in accordance with the laws of the Republic of India. Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the courts in Mumbai, Maharashtra.