Frequently asked questions

For customers

How do I pay?

Two ways: UPI to the shop's own QR after the shop confirms your items are in stock, or pay on delivery (cash or UPI at the door). Your money always goes directly to the shop — CitySetu never holds it.

Who delivers my order?

The shop's own staff. When they accept your order they commit a time ("Expected by 12:30 pm"), and delivery completes only with the OTP shown in your app.

An item was missing / prices changed?

If something goes out of stock while packing, your bill recalculates and you get 5 minutes to cancel. If more than 30% of your order becomes unavailable, it cancels automatically. Price changes always show before you pay.

How do refunds work?

The shop sends your refund straight to your UPI and enters the reference. You confirm you received it in the app — if it never arrives, dispute it and our support team steps in with both sides' UPI references. Details: refund policy.

Is everything really vegetarian?

Yes — 100%. Shops agree at onboarding, every custom item is reviewed, and violations delist the item (and repeat offenders the shop). Read the veg pledge.

For shopkeepers

What does it cost?

Nothing. No joining fee, no commission, no payment cut in this launch phase.

Do I need my own delivery people?

Yes — you deliver within a radius you choose (2–10 km). That's the point: your customers, your service, your reputation.

How do I list items?

Pick from our standard catalog (goes live instantly at your price, capped at MRP) or add custom items like homemade snacks — those get a quick review within 24 hours.

When do I get paid?

Instantly and directly — customers pay your UPI QR or cash at the door. CitySetu is never in the money path.

More questions? Contact us — the in-app help centre has the latest answers.