Citivo Refund and Cancellation Policy

1. What you can pay for

Using Citivo is free today. Browsing, searching, creating a Listing, an Event, a Marketplace Item or an Influencer Profile, posting reviews and contacting businesses currently cost nothing.

At the moment, the only things you pay us for are:

• a Sponsored placement — a paid position that gives an entry more visibility for a stated period; and
• an Advertisement — including a carousel slot, a banner, a full-page placement, or a personal or occasional advertisement such as a greeting or an announcement.

That can change, and this policy will cover it when it does. Under clause 12.12 of the Terms we may in future charge for something that is free today — for example, for keeping a Listing published, or for publishing more than a certain number of entries. If we do, we will give you reasonable notice before it applies to you, and the cancellation and refund rules in sections 2 and 3 will apply to it in the same way. You never have to pay to keep using Citivo: if you would rather not, you can take the entry down or close your account (clause 12.12(g) of the Terms).

No money passes between users through Citivo. If you buy something from a business or a seller you found on Citivo, that payment is between you and them, and this policy does not cover it — speak to them directly.

2. Cancelling

Before it goes live — full refund. If you cancel after paying but before the placement or advertisement has started running, tell us and we will refund what you paid in full.

Once it is live — no refund for the remaining period. You can take a paid placement or advertisement down at any time, and it will stop appearing. The unused part of the period you paid for is not refunded. The same applies if you delete your Citivo account while a paid period is running.

Credits are not money. Credits cannot be exchanged for cash, transferred, or refunded, and unused Credits are cancelled if your account is terminated or deleted. See clause 12.7 of the Terms.

3. When you get a refund

You will get a refund where:

• you cancel before the placement or advertisement has started running (section 2);
• we cancel or remove it for our own reasons, and not because of anything you did wrong — we refund the unused part of what you paid, in money or in Credits, whichever you prefer;
• we are unable to deliver what you paid for at all — for example, a placement that never ran;
• the Platform is down for more than 10% of the period you paid for, or more than 24 hours, whichever is the shorter. Short or occasional interruptions are not a failure to deliver — software goes down sometimes, and we do not promise uninterrupted service (clause 17.1 of the Terms). But past that point, we will extend your placement by the full time it was down, or refund that part of what you paid. We will tell you which, and we will usually offer the extension first, because it gives you back the visibility you actually bought.

For a placement bought for a single day, that threshold is about two and a half hours; for one bought for a month, it is a day. Once it is passed we credit the whole outage, not just the part above the threshold.

• you were charged twice, or charged in error.

You will not get a refund where:

• you take it down yourself, or delete your account, during a paid period;
• we remove it because it breaches our Terms or the law — the payment for the remaining period is forfeited, and you agree to this when you buy;
• the placement ran as described but did not produce the result you hoped for. We sell visibility for a period, not outcomes. We do not guarantee any number of views, enquiries, customers or sales, and no refund is due because a campaign did not perform (clause 12.2 of the Terms).

What comes back. A purchase can be paid for in more than one way at once — money, Credits, and a discount from a coupon. Where a refund is due:

• money goes back to the card, UPI account or bank account it came from;
• Credits go back to your Credit balance, and you can use them again;
• a coupon discount is not refunded, because it was never paid. A coupon reduces the price; it is not money you gave us, so there is nothing to give back.

A coupon you have used counts as used. Cancelling does not return it to you, and you cannot apply it again. On a part refund, the money and the Credits are both reduced in the same proportion.

So on a ₹1,000 purchase paid with a ₹300 coupon, 400 Credits and ₹300 in money, a full refund returns ₹300 and 400 Credits.

4. How to ask for a refund

There are two ways, and either is fine. Tell us what you bought and roughly when, the order or payment reference if you have it, and why you are asking.

Raise a support ticket in the app — Profile → Help → Support ticket. This is the quicker route, because a ticket raised in the app is already tied to your account — there is nothing further for us to check before we can look at it, and you can follow it and add to it in the same place. If your request is about a particular listing, event or advertisement, raise the ticket against that entry.

Or write to support@citivo.in. If you write in, also tell us the mobile number registered on your account.

If you write in, we will check it is you first. We will send a one-time code to that number and ask you to confirm it — the same check we use to sign you in. We cannot return money until that is done. An email on its own does not tell us who sent it, and acting on one would make a refund request a way to take money out of somebody else's account. A ticket raised in the app needs no such check, because you were already signed in.

You can also write to our Grievance Officer at the address in clause 14.4 of the Terms.

If you would rather speak to someone, any telephone number we publish is at https://www.citivo.in/contact.

Please put your request in writing either way. We work from what reaches us in writing, and that is what starts the timelines in section 5. A call on its own does not, because it leaves no record of what was asked or when.

5. How long it takes

• We will acknowledge your request within 24 hours and tell you our decision within 7 working days.
• Where a refund is due, we will process it within 7 working days of approving it.
• Money is returned to the original payment method. Once we have processed it, your bank or card issuer may take a further 3 to 5 working days to show it in your account. That part is outside our control.

We will tell you if we need longer, and why.

6. If you are not happy with our decision

Write to our Grievance Officer, whose details are in clause 14.4 of the Terms of Use and section 12 of the Privacy Policy. We will deal with your complaint under clause 14 of the Terms.

Nothing in this policy takes away any right you have under the law, including any right you have as a consumer under the Consumer Protection Act, 2019. If a term of this policy cannot lawfully be applied to you, it does not apply — the rest still does.

7. Changes to this policy

We may change this policy. When we do, we will update the version and effective date above and publish the new version at citivo.in/refund.html. The version in force when you paid is the one that applies to that payment.

8. Contact

Velynt Technologies Private Limited

Flat No. 312, NCN Srivari Apartments, Hadosiddapura of Sarjapur, Carmelram, Bangalore South, Bengaluru – 560035, Karnataka, India

CIN: U58200KA2026PTC216918

Email: support@citivo.in

Other contact details, including a telephone number where we publish one: https://www.citivo.in/contact

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