Privacy Policy
Policies
Read our privacy, refund, and return policies to understand how we protect your data and handle transactions.
CityMali Gardening Solutions Private Limited — Privacy Policy
Last updated: August 2026
CityMali Gardening Solutions Pvt. Ltd. ("CityMali", "we", "our", "us") respects your privacy and is committed to protecting the personal information of users ("you", "your") who use the CityMali mobile application ("App"). This Privacy Policy explains how we collect, use, disclose, and safeguard your information in compliance with Google Play Store policies and applicable Indian laws.
1. Information We Collect
a) Personal Information
- Name
- Email address
- Mobile number
- Delivery address
- Profile information (if provided)
b) Transaction Information
- Order details
- Payment status (we do not store card or UPI details)
c) Device & Usage Information
- Device type and operating system
- IP address
- App usage analytics
- Crash and diagnostic reports
2. How We Use Your Information
- To process, confirm, and deliver your orders
- To send order updates, delivery notifications, and receipts
- To improve app performance, security, and user experience
- To respond to customer support queries
- To send promotional offers, only where you have given consent
3. Data Sharing
We do not sell your personal data. Information is shared only where necessary to operate the App, including with:
- Delivery and logistics partners, to fulfil your order
- Payment gateway providers, to process transactions securely
- Service providers who support app hosting, analytics, or customer support
- Government or regulatory authorities, where disclosure is required by law
4. Data Security
We use encryption, access controls, and secure servers to protect your information. Card and UPI details are handled directly by RBI-compliant, PCI-DSS certified payment gateways — CityMali never stores your full card or UPI credentials on its own systems.
5. Data Retention
We retain your personal information only for as long as necessary to provide our services, resolve disputes, and comply with our legal and accounting obligations.
6. Your Rights
- Access, review, or correct your personal information
- Request deletion of your account and associated data
- Opt out of promotional emails, SMS, or push notifications at any time
7. Children's Privacy
The App is not directed at children under the age of 13, and we do not knowingly collect personal information from children.
8. Changes to This Policy
We may update this Privacy Policy from time to time. Continued use of the App after changes are posted constitutes your acceptance of the revised policy.
9. Contact Us
For any questions about this Privacy Policy or how your data is handled, contact us at 020 4855 6344.
CityMali Gardening Solutions Private Limited — Refund Policy
Last updated: August 2026
This Refund Policy explains when and how CityMali issues refunds for orders placed through our App or website. It applies alongside our Return Policy for physical products such as plants, pots, and gardening supplies.
1. When a Refund Applies
- You received a damaged, defective, or incorrect item
- Your order was not delivered within the promised delivery window and you choose to cancel
- An item in your order was out of stock after payment was collected
- A payment was deducted but the order failed to confirm
2. When a Refund Does Not Apply
- Change of mind after a healthy, correctly delivered plant has been accepted
- Natural variation in a plant's size, shape, or leaf pattern — plants are living products and each one is unique
- Damage caused after delivery due to improper care, watering, or handling
- Claims raised after the reporting window mentioned below has passed
3. How to Request a Refund
- Report the issue within 24–48 hours of delivery through the App or by calling us
- Share clear photos or a short video of the damaged, defective, or incorrect item
- Our team reviews the claim and confirms eligibility, usually within 1–2 business days
4. Refund Timeline
Approved refunds are processed to your original payment method within 5–7 business days. For partially damaged multi-item orders, a proportional refund is issued only for the affected item(s), not the full order.
5. Contact Us
For refund-related questions, contact us at 020 4855 6344.
CityMali Gardening Solutions Private Limited — Return Policy
Last updated: August 2026
Because most of what we deliver is alive, our return process works a little differently from standard retail. This policy explains how returns and replacements are handled for plants versus non-plant products.
1. Live Plants
As perishable, living goods, plants are not eligible for standard "return for refund" once delivered in good condition. If a plant arrives damaged, severely wilted, or dead on arrival, we offer a free replacement instead of a return — report it within 24–48 hours of delivery with photo or video proof, and we'll arrange a replacement at no extra cost.
2. Pots, Tools & Gardening Supplies
- Eligible for return within 7 days of delivery
- Item must be unused, unopened, and in its original packaging
- Fertilizers, soil, and other consumables cannot be returned once opened, for hygiene and safety reasons
3. How to Initiate a Return
- Raise a return request through the App or by calling us within the eligible window
- Our team will arrange a pickup for eligible non-plant items
- Once the item is received and inspected, your refund or replacement is processed as per our Refund Policy
4. Contact Us
For return-related questions, contact us at 020 4855 6344.
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