Fee and Payment Policy

Returns and Refunds Policy

  1. Who is CITYVIBES?

World Trade India, a  Firm incorporated under the laws of India, having its registered office at Plot No.2, Scheme No.3, Pratap Nagar Colony, Tonk Road, Jaipur-302018 Rajasthan, India (“CITYVIBES”) is a retail  firm which offers retail solutions, including, through its website www.cityvibes.in, and its mobile and tablet applications (“Platforms”), various online lifestyle, fashion products, which inter alia facilitate the sale and purchase of fashion merchandise (“Products”) by users of the Platforms (“Users”).

    1. What is this Fees and Payments Policy?

    2.1. This fees and payments policy (“FPP Policy”), together with the terms of use describes CITYVIBES’s accepted payment methods, and CITYVIBES’s policies and procedures in relation to acceptance of fees and payments towards the services offered through the Platforms. CITYVIBES’s primary object is to ensure that the Platforms are user friendly and equipped with reasonably expected security infrastructure to protect any financial information which may be shared by Users.

    2.2. Users are required to peruse and understand the terms of this FPP Policy. If you do not agree to the terms contained in this FPP Policy, you are advised not to accept the Terms of Use and this FPP Policy and may forthwith leave and stop using the Platforms. The terms contained in this FPP Policy shall be accepted without modification and accordingly, you agree to be bound by the terms contained herein.

    1. Fees and Payment Options

    3.1. CITYVIBES does not levy any fee for browsing the Platforms. CITYVIBES may, in future, consider levying fees on the Users for using the Platforms as a whole, or for use of certain features of the Platforms. In such an event, you agree to pay any such fees, as applicable. CITYVIBES does not covenant or guarantee, providing you with a notice prior to enforcing such a levy of fees. Your continued usage of the Platforms after such change in the fees will be considered to be your acceptance of such changes.

    3.2. In order to ensure User convenience, CITYVIBES offers multiple payment options to Users. CITYVIBES, without prior notice to Users, reserves the right to add or delete payment options from the ones listed below:

    • 2.1. Payment through net banking facilities;
    • 2.2. Payment through select credit cards;
    • 2.3. Payment through select debit cards;
    • 2.4. Payments through cash on delivery;
    • 2.5. Payment through CITYVIBES’s native closed loop prepaid payment instrument (“CITYVIBES Wallet”);
    • 2.6. Payments through selected prepaid payment instruments and electronic wallets;
    • 2.7. Payment through equated monthly instalments (“EMI”); only in case mentioned with the selected products.
    • 2.8. Any other payment option as may be provided by CITYVIBES from time to time.

    The payment options referred to above shall hereinafter collectively be referred to as “Payment Options”. While reasonable endeavours are made to offer the Payment Options through varied banking channels. Presently, CITYVIBES accepts payments only from major, select banking avenues. The list of banking channels from which CITYVIBES presently accepts payments have been set out under the Frequently Asked Questions.

    3.3. It is expressly clarified that accepting a User’s payment through the Payment Options is solely at CITYVIBES’s discretion. CITYVIBES reserves the right to reject payment from a User through the Payment Options for any reason whatsoever. In order to further validate a User’s transaction, CITYVIBES may request the User to submit a copy of the User’s photo identity proof (such as the User’s PAN card etc), failing which, CITYVIBES reserves the right to reject a User’s payment made through the Payment Options.

    3.4. While using the Payment Options, Users agree to provide correct, complete and accurate financial information such as credit/debit card details or prepaid payment instrument account details which may be stored by CITYVIBES’s third party payment gateway provider. Users shall not use a credit/debit card or prepaid instrument which is not lawfully owned by him/her or which the User has not been lawfully authorised to use. The User shall solely be responsible for the security and confidentiality of his/her financial information. CITYVIBES disclaims all liabilities that may arise as a consequence of any unauthorised use of the User’s financial information and/or identity, including, details relating the Payment Options.

    3.5. CITYVIBES shall not be held responsible and shall not assume any liability in respect of any loss or damage suffered by a User owing to:

    • 5.1. a lack of authorization for any transaction, including such transactions carried out on gift cards and vouchers issued to Users as a part of CITYVIBES’s promotions;
    • 5.2. the exceeding of the credit/debit limit mutually agreed between the User and the issuing bank;
    • 5.3. any payment issue arising out of technical glitches occurring during a transaction; or
    • 5.4. a declination of transaction for reasons beyond CITYVIBES’s control.

    3.6. CITYVIBES reserves the right to impose limits on the number of transactions a User may undertake over the Platforms.  If the User exceeds such transaction limits imposed by CITYVIBES, CITYVIBES reserves the right to refuse to process such transactions. CITYVIBES may refuse to process transactions emanating from Users who have suspicious or questionable transaction history on the Platforms. If  CITYVIBES  is dissatisfied with the credibility of a User or the genuineness of a transaction carried out on the Platforms, CITYVIBES shall have the right to reject such transactions. CITYVIBES may also choose to delay the dispatch of Products purchased by such Users or cancel the entire purchase at its sole discretion. The User agrees that CITYVIBES shall not be liable for any damage, interests or claims resulting from CITYVIBES’s decision to not process a transaction or delay in the processing of a transaction on account of a User’s suspicious activity on the Platforms.

    3.7. All the Products listed on the Platform are including all applicable taxes. You will be responsible for payment of all fees/costs/charges associated with the purchase of Products from us and you agree to bear any and all applicable taxes including but not limited to VAT/CST, service tax, GST, duties and cesses etc. Despite CITYVIBES’s best efforts, there may be instances of mispricing of Products on the Platforms during or after the process of purchase of Products has been carried out by the User. Although thorough processes of verification are carried out prior to the publication of Product prices on the Platforms, errors and discrepancies arising out of technical glitches and time lags are  unavoidable. For avoidance of doubt, CITYVIBES’s curative actions that will arise in the event of a price difference arising on the actual maximum retail price of a Product against the price published on the Platforms is set out below:

    • 7.1. If the maximum retail price of the Product delivered to the User is lower than the price published on the Platforms, the User shall, within 24 (twenty four) hours from the time when he/she received the Product, intimate CITYVIBES by calling 8290432222 or by writing to customercare@cityvibes.in, in each case resulting in an acknowledgment. Upon CITYVIBES being satisfied of the User’s claim, the difference in the purchase price against the maximum retail price shall be refunded into the User’s CITYVIBES Wallet or transferred into the User’s bank account within 3 (Three) days from the date of receiving the written notice from the User.
    • 7.2. If the maximum retail price of the Product listed on the Platforms is higher than what has been published and if CITYVIBES is not providing an offer or discount on such Products, CITYVIBES shall have the right to reserve the dispatch of the purchased Products until the error on the Platforms have been rectified and the User pays the difference amount. If the User refuses to pay the difference, the User is entitled to seek a cancellation and the monies paid by the User shall be refunded into the User’s CITYVIBES Wallet or transferred into the User’s bank account within 7 (seven) days by CITYVIBES.
    • 7.3. In order to process such refunds, the User will be required to send an email to CITYVIBES at customercare@cityvibes.in. Thereafter, the User will receive a refund if the initial mode of payment for the order was ‘cash on delivery’. If the initial mode of payment for the order was through a Payment Option other than the ‘cash on delivery’ option, CITYVIBES may transfer the refund to the User’s source account that was used to make the initial payment.

    3.8. To enable Users to make payments for buying Products on the Platforms, in addition to this FPP Policy, the terms and conditions of the User’s bank, applicable financial institution and/or card issuing association may be applicable. The User’s bank, financial institution or card issuing association may decline or prevent the User from making electronic payments for buying the Products on the Platforms and CITYVIBES does not control the same and hence, shall not be at any point in time held liable.

    3.9. CITYVIBES may, from time to time contract with third party payment service providers including banks, to open nodal bank accounts under applicable Indian laws. This will be done to facilitate the payments between Users and other third parties, apart from CITYVIBES. These third parties may include other service providers including payment aggregators, prepaid instrument providers, courier and logistic service providers etc. Upon successful delivery of the Products purchased by you through the Platforms, CITYVIBES shall initiate payments to third party service providers.

    3.10. If it is brought to the User’s notice that a charge/debit has been created on his/her payment instrument(s) for purchase of Product(s) on the Platforms and the User is not aware of such purchase on the Platforms, the User is first, required to verify if his/her family members, friends or business colleagues were authorized to carry out the purchase of Product(s) on the Platforms. If, despite this, the User continues to be unable to identify the debit/charge created on his/her payment instrument(s) for purchase of Product(s) on the Platforms, the User may report such unauthorized purchase to CITYVIBES within 30 (thirty) days from the date on which the unauthorized purchase was carried out on the Platforms in order to enable CITYVIBES initiate investigations.

    3.11. If the User carries out a purchase on the Platforms and the payment in lieu thereof has been invalidated, CITYVIBES reserves the right to retrieve the invalidated payment (“Invalidated Payment”) from the User’s CITYVIBES Wallet.  If  the User have insufficient balance in his/her CITYVIBES Wallet in order to facilitate such redemption of the Invalidated Payment, the User shall within 5 (five) business days from the date of receiving a  notice from CITYVIBES, remit the Invalidated Payment into CITYVIBES’s bank account, details of which shall be set out in the notice. If the User fails to remit the Invalidated Payment into CITYVIBES’s bank account despite having received the notice, CITYVIBES shall be entitled to initiate civil and/or criminal legal action against the defaulting User at his/her cost and peril.

    3.12. Cash on Delivery: The ‘cash on delivery’ Payment Option allows Users to make a cash-only payment to CITYVIBES’s delivery executive or logistic partner at the time of delivery of the purchased Product to the User. Presently, CITYVIBES offers a maximum order value of INR 3000 (Indian Rupees Three Thousand) under the cash on delivery Payment Option. CITYVIBES reserves the right not to provide cash on delivery Payment Option for certain Products (these could be Products specified by CITYVIBES or Products with value exceeding a specified amount) or locations. Users are required to peruse and accept the terms set out under the Return and Refund Policy which sets out the terms of refunds for transactions carried out using the cash on delivery Payment Option.

    3.13. CITYVIBES Wallet: The ‘CITYVIBES Wallet’ payment option is a closed loop prepaid payment instrument provided by CITYVIBES on the Platforms in order to facilitate the payment only for purchase of Products. If a User cancels an order for which payment has already been made to CITYVIBES, the User shall have an option to credit the monies paid towards the order into his/her CITYVIBES Wallet. In addition to paragraph 3.7.3 above, any and all refunds with respect to Product(s) purchased through the ‘cash on delivery’ Payment Option may be transferred into the User’s CITYVIBES Wallet. The balance lying in a User’s CITYVIBES Wallet can be used by such User for future purchases only on the Platforms, and will not be refunded back to the User unless permitted under applicable laws. In the eventuality of a User wishing to deactivate his/her account with CITYVIBES, the User agrees that all monies lying in the User’s CITYVIBES Wallet, if any, will automatically stand forfeited, and CITYVIBES will not be required to process any refunds in any manner whatsoever. The User therefore agrees to use and exhaust any balance in his/her CITYVIBES Wallet prior to requesting for a deactivation of his/her account on the Platforms. Notwithstanding anything to the contrary, any refund of store credit to customers will be at the sole discretion of CITYVIBES. If CITYVIBES suspects any fraudulent activities, CITYVIBES reserves its right to hold back transfer of any store credits to customers.

    3.14. Promotional activities. CITYVIBES may, at its sole discretion, credit monies into the Users’ CITYVIBES Wallets pursuant to discounts offered by it or specified third parties as a part of various promotional events organized by CITYVIBES from time to time, and subject to such terms and conditions as notified by CITYVIBES at the time of such promotions. Such promotions may be structured in any manner as may be decided by CITYVIBES in its sole discretion. For example, the accounts of the Users may be credited with virtual points/coins based on the terms and conditions of various promotions, and a specified number of such points/coins may translate into discounts offered to the Users (by way of credit of monies into the Users’ CITYVIBES Wallets) at certain specified/pre-determined events.

    3.15. EMI: The EMI Payment Option allows Users to make staggered payments for the purchase of Products from the Platforms. The EMI Payment Option can be availed only for the purchase of Products with a minimum cart value of INR 10,000 (Indian Rupees Ten thousand). The EMI Payment Option is only available for payment through credit cards issued by selected banks/ financial institution as specified on the Platforms. The terms and conditions of the relevant banks/Financial institution shall be applicable on all payments made by Users using the EMI Payment Option, and CITYVIBES will not be responsible or liable for any issues or claims arising from the use of this Payment Option.

    1. Grievance Redressal

    Any grievances relating to the FPP Policy may be directed by you to the grievance officer of CITYVIBES who can be contacted at grievance.officer@cityvibes.in.

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