Cancellation & Refund Policy

Thank you for choosing CityOffersHub. We strive to make pre-ordering and deal collection stress-free. Our cancellation and refund policy is transparent and fair to both consumers and local merchants.

1. Consumer Pre-Order Cancellations

As a consumer, you can cancel a pre-order from your profile page under the following conditions:

• Cancellation Window: You can cancel your pre-order and receive a full refund at any time before the merchant accepts or starts preparing the order (order status is "pending").
• Restricted Window: Once the merchant moves the order status to "preparing" or "ready", cancellation is disabled, and no refunds will be issued for uncollected items.
• Paid Orders: If you paid via Razorpay, cancelling a pending order will automatically trigger a Razorpay refund call. The order cancellation is transaction-safe and won't go through if the payment gateway refund call fails.

2. Merchant Pre-Order Cancellations

If a merchant cancels your pre-order (due to out-of-stock items, kitchen overflow, or closure):

• You will be notified immediately via push notification or in-app alerts.
• A refund for the prepaid amount (total base price) will be issued automatically to your original payment method.

3. Refund Processing Timeline

4. Non-Refundable Charges

The standard platform fee (₹10) added to transactions is non-refundable as it covers routing infrastructure, unless the order is cancelled by the merchant due to their inability to fulfill.

5. Merchant Subscription Cancellations

For merchants on Pro subscription plans:

• You can cancel your subscription plan at any time from your billing settings page.
• Subscription access will continue until the end of your current billing cycle, and no pro-rated refunds are issued for partial billing periods.