Terms of service

Last updated: 2026-09-11

1. What CitySetu is (and isn't)

CitySetu, a brand of Onescai Solutions Pvt. Ltd., is a marketplace platform connecting customers with independent local shops. Each order is a direct transaction between you and the shop. We do not own inventory, do not deliver, and never hold or process your money — payments go directly from customer to shop (UPI to the shop's QR, or cash/UPI at the door).

2. Accounts

One account per mobile number, verified by OTP. Keep your device secure; OTPs are never asked for by our staff. Accounts used fraudulently (fake orders, repeated COD no-shows, abuse) may be restricted — e.g. cash-on-delivery can be disabled after repeated no-shows.

3. Orders, pricing & the payment handshake

• One order = one shop. Prices are set by shops, capped at MRP for standard items.
• Prepaid orders: pay only after the shop confirms stock; the shop acknowledges your payment reference. Unpaid orders auto-cancel after the payment window.
• The shop may mark an item unavailable while packing — your bill recalculates and you may cancel within the shown window; over 30% removed cancels automatically.
• Delivery completes with your OTP. For cash orders, pay before sharing the OTP.

4. Cancellations & refunds

Per the refund policy. Refunds for prepaid orders are sent by the shop directly to your UPI; you confirm receipt in the app; disputes are arbitrated by our support team based on both parties' payment references. CitySetu facilitates but is not the payer.

5. 100% vegetarian platform

Only vegetarian products may be listed or sold. Shops agree at onboarding; violations lead to delisting and may lead to suspension. See the veg policy.

6. Shopkeeper terms

• Provide accurate shop details, keep listings truthful and priced at or under MRP.
• Deliver within your committed window with your own personnel; complete deliveries with the customer OTP.
• Honor the refund handshake for cancelled/failed prepaid orders promptly.
• The platform is free in this phase; any future changes will be notified in advance, in writing.

7. Liability

Product quality, weight, expiry and legal compliance of items are the selling shop's responsibility. We provide the platform "as is", work to resolve disputes fairly through the in-app ticket system, and our liability is limited to the value of the disputed order.

8. Governing law

These terms are governed by the laws of India; courts of Visakhapatnam, Andhra Pradesh have jurisdiction. Grievances: see contact.