CitySave.in
Legal

Refund Policy

Last updated: May 21, 2026

The promise: if a Merchant refuses to honour a valid Coupon, or we have wrongly charged you, we will refund your booking fee in full. Read below for exactly when and how.

1. Quick recap of how payments work

When you buy a Coupon on CitySave.in, there are two payments:

  • Booking fee — paid online to CitySave (e.g. ₹49, ₹99, ₹149). This is our only charge to you.
  • Service price — paid by you to the Merchant in person at the time of redemption.

This Refund Policy covers only the booking fee paid to CitySave. Refunds for the service price are governed by the Merchant's own policy.

2. When you ARE eligible for a refund of the booking fee

Merchant refuses to honour your valid Coupon
You arrived at the Merchant within the validity period with an unredeemed Coupon, and they refused to provide the listed offer.
Merchant is permanently closed
The Merchant has shut down operations between your purchase and your visit, before the coupon expiry date.
Deal mis-listed by us
There was a material error on our deal page (wrong offer, wrong price, wrong validity) that caused you to buy something different from what was promised.
Duplicate or accidental purchase
You unintentionally bought the same Coupon twice and have not redeemed either. Refund within 7 days of purchase.
Payment failed but money was deducted
Razorpay charged you but no Coupon was issued. Automatic refund within 5–7 working days, no request needed.
Fraudulent transaction on your card
Unauthorised purchase on your account. Report immediately; refund after verification.

3. When refunds are NOT available

You changed your mind
Booking fees are non-refundable once a valid Coupon has been issued, except where this Policy says otherwise.
Coupon expired unused
Coupons that lapse beyond their validity date are forfeited. We send reminders 48h and 24h before expiry to your phone/email.
You did not like the service
Quality complaints about the Merchant's service are between you and the Merchant. We can mediate but cannot refund our booking fee on this ground.
You arrived without your Coupon code
A Coupon must be presented (QR or OTP) to be redeemed. Forgetting the code is not refundable.
You broke the Coupon terms
E.g. you ordered outside the menu items covered, or arrived outside the time slots specified on the deal.
Coupon was redeemed
Once a Merchant has scanned/validated the Coupon (status = REDEEMED), the booking fee is final.

4. How to request a refund / raise a dispute

  1. Within 7 days of the issue, log into CitySave, go to My Coupons, find the coupon, and click Raise a dispute.
  2. Describe what happened in 2-3 lines and attach evidence if available (photos of the Merchant's denial, screenshots, location, time of visit).
  3. We will email an acknowledgement within 24 working hours and investigate by contacting the Merchant.
  4. You will receive a decision within 48 working hours (max 5 working days for complex cases).

You may also write directly to disputes@citysave.in with your coupon code and details if you cannot access the app.

5. Refund timelines and method

Approval to refund-initiation
Within 24 working hours after approval, we initiate refund via Razorpay.
Razorpay to your bank/UPI
5–7 working days (typical), up to 10 days in rare bank-side delays.

Refunds are issued to the original payment method only. We do not refund to a different bank account, card, or UPI ID.

6. Partial refunds

In rare cases (e.g. a multi-coupon package where only part of the service was unavailable), we may issue a partial refund proportional to the unfulfilled portion. The decision is made by our disputes team based on evidence and Merchant input, and is final.

7. Refund of the service price (paid to the Merchant)

The service price is paid directly by you to the Merchant — CitySave does not handle this amount. Any refund of the service price is governed by the Merchant's own policy. We will, however, support you by raising the matter with the Merchant if your dispute is approved by us.

8. If you disagree with our decision

If you are unhappy with the outcome of a dispute, you may escalate to our Grievance Officer.

Grievance Officer: Surendra Bhilwal
Postal: Studio 204, Geejgarh Tower, C-Scheme, Jaipur — 302001
Response time: within 15 calendar days
If the matter is still unresolved after escalation, you may approach the Jaipur consumer forum or use the National Consumer Helpline (1800-11-4000 / consumerhelpline.gov.in).

9. Changes to this Policy

We may update this Refund Policy from time to time. The version in force on the date of your Coupon purchase applies to that purchase. We will publish the updated version on this page with a fresh "Last updated" date.

See also our Terms of Service and Privacy Policy.