Effective Date: 01-Mar-2024
At CitySahara, we strive to provide the best experience for our customers. We understand that there may be occasions where you need to cancel a service or return a product. This Cancellation and Refund Policy outlines the terms and conditions for cancellations, returns, and refunds for both services and products available through our platform.
1. Services Cancellation and Refund Policy
a. Service Cancellation:
- Free Cancellations: You may cancel any service booking at least 24 hours before the scheduled time to avoid any charges.
- Late Cancellations: If you cancel a service booking less than 24 hours before the scheduled time, a cancellation fee of up to 50% of the service cost may apply. This fee compensates the service provider for time reserved that could have been allocated to other clients.
- No-Shows: If you fail to show up for a scheduled service without prior cancellation, you will be charged the full service fee.
b. How to Cancel a Service:
To cancel a service, please log in to your CitySahara account, navigate to "Orders" section and select the service you wish to cancel. Follow the prompts to complete the cancellation process. You may also contact our customer support team at [email protected] for assistance.
c. Service Refunds:
- Full Refunds: If a service is canceled at least 24 hours before the scheduled time, a full refund will be issued.
- Partial Refunds: For late cancellations (less than 24 hours), a partial refund may be issued after deducting any applicable cancellation fees.
- No Refunds: No refunds will be issued for no-shows or cancellations made after the service has been provided.
d. Refund Processing:
Refunds will be processed to the original payment method within 7-10 business days after the cancellation is confirmed.
2. Products Return and Refund Policy
a. Return Eligibility:
Products purchased through CitySahara are eligible for return within 14 days of delivery, provided they meet the following conditions:
- The product is in its original condition, unused, and with all original tags and packaging intact.
- The product is not a perishable item, personalized product, or any item marked as non-returnable at the time of purchase.
b. Return Process:
To initiate a return, log in to your CitySahara account, go to "Orders" section, select the product you wish to return, and follow the return instructions. Alternatively, contact our customer support team at [email protected] to initiate the return process.
- Return Shipping: You are responsible for the shipping costs of returning the product unless the return is due to a mistake on our part (e.g., incorrect or damaged items).
c. Refund for Products:
- Full Refunds: A full refund will be issued for products returned in their original condition within 14 days of delivery.
- Partial Refunds: If the product is not returned in its original condition, we reserve the right to deduct a restocking fee from the refund amount.
- Damaged or Defective Products: If you receive a damaged or defective product, please notify us within 48 hours of delivery. We will arrange for a replacement or a full refund, including shipping costs.
d. Refund Processing for Products:
Refunds for products will be processed to the original payment method within 7-14 business days after the returned item is received and inspected by our team.
3. Exceptions to Cancellation and Refund Policy
- Perishable Goods: Items such as food, flowers, and other perishable goods are non-refundable and non-returnable.
- Personalized Products: Custom-made or personalized items cannot be returned or refunded unless they are defective or damaged.
- Digital Products: Digital downloads or services once accessed or used are non-refundable.
4. Modifications and Cancellations by CitySahara
CitySahara reserves the right to cancel or modify any order or service booking in the event of unforeseen circumstances, such as provider unavailability, errors in product or pricing information, or force majeure events. In such cases, we will notify you promptly and provide a full refund or an alternative option.
5. Contact Us
If you have any questions, concerns, or need assistance with cancellations, returns, or refunds, please contact our customer support team:
Email: [email protected]
We are here to help and ensure your satisfaction with CitySahara!