Frequently asked questions
Ordering, paying, delivery and what it costs a shop. Still stuck? Talk to a person.
For customers
How do I pay?
Two ways: UPI to the shop's own verified QR, which opens once the shop has packed your order and the amount is final, or cash at the door. Your money always goes straight to the shop — CitySetu never holds it, and there is no wallet to top up.
Who delivers my order?
The shop's own staff. When the shop accepts, it commits a time — either a promise of 30 to 120 minutes, or the slot you chose — and delivery completes only with the OTP shown in your app.
An item was missing, or the weight was different. What happens?
The shop applies the change and tells you: the item is removed, or swapped for a replacement you allowed at checkout, and you get one message with the new total. You are never interrupted for an approval. The packed bill never exceeds the bill you placed — if a loose item weighs more than you ordered, you are charged for what you ordered. If the change is large, a Cancel free option stays open until the order is dispatched.
How do refunds work?
The shop sends your refund straight to your UPI and enters the reference. You confirm in the app that it arrived; if it never does, you dispute it and our support team steps in with both sides' references. Details in the refund policy.
Is everything really vegetarian?
Yes, 100 %. Shops agree at onboarding, every custom item is reviewed, and a violation delists the item — and a repeat offender, the shop. Read the vegetarian pledge.
My area is not covered yet.
Set your address in the app: it records your pin on the waitlist and tells you when your area opens. See where CitySetu is.
Do you track me?
There are no third-party analytics or advertising SDKs in the apps or on this website. We use your location to find shops that deliver to you, and that is all. The privacy policy says exactly what is collected and why.
For shopkeepers
What does it cost?
A flat monthly platform fee set by your sales bracket — not a commission on the value of your orders. On the LAUNCH offer the onboarding fee and the first months of plan fees are waived, and nothing at all is collected today: billing is display-only. The full schedule is on plans and fees.
Do I need my own delivery people?
Yes. You deliver within a radius you choose. That is the point: your customers, your service, your reputation — and no rider fleet taking a cut.
How do I list items?
Tick them from the master catalogue of 426 products with local names and photographs — those go live instantly at your price, capped at MRP. Add your own specials, like homemade snacks, and those get a quick review. Loose items get today's rate in one screen.
When do I get paid?
Immediately and directly. The customer pays your own UPI QR or hands you cash. CitySetu is never in the money path, so there is no settlement cycle to wait for.
Do I need documents to start?
No. You go live on approval and start trading the same day. Documents are collected later, after your first 30 orders, and you keep trading while that happens.
How long does it take?
About seven minutes, on your own phone, with no visit from us. Start here.
More questions? Contact us. The in-app help centre always has the latest answers.