Citivo Terms of Use

1. Definitions

In these Terms:

1.1 "Citivo", "we", "us" and "our" mean Velynt Technologies Private Limited, a company incorporated under the Companies Act, 2013, CIN U58200KA2026PTC216918, having its registered office at Flat No. 312, NCN Srivari Apartments, Hadosiddapura of Sarjapur, Carmelram, Bangalore South, Bengaluru – 560035, Karnataka, India.

1.2 "Platform" means the Citivo mobile application, the website at citivo.in, and any related web or business-facing interface we operate.

1.3 "You" and "your" mean the person using the Platform. Where you use the Platform on behalf of a business, "you" means both you personally and that business.

1.4 "App User" means a person who uses the Platform to search for, browse, save or review businesses and listings.

1.5 "Business User" means a person or entity that creates, claims, manages or pays for a Listing (which the Platform also calls a Business), Event, Offer, Marketplace Item, Advertisement, Catalogue or Influencer Profile on the Platform. A Business User is also an App User when using the Platform in that capacity, and is bound by the sections that apply to each.

1.6 "Content" means anything submitted to, uploaded to, or published on the Platform, including business information, text, images, video, audio, reviews, ratings, offers, prices, contact details, links, social media handles and documents.

1.7 "Listing" means an entry on the Platform describing a business, place or other subject we support — including shops and service providers, offices, religious places, public services, and jobs. "Event", "Offer", "Marketplace Item", "Catalogue", "Advertisement" and "Influencer Profile" each mean the corresponding type of entry. Where these Terms refer to a "business", that includes its Listing, and references to a Listing include the business it describes, unless the context requires otherwise.

1.8 "Featured Placement" means any enhanced position, promotion, priority or visibility we give to an entry on the Platform, whether or not it was paid for. We label these so you can tell them apart:

(a) "Sponsored" marks a Featured Placement that was paid for, whether with money or with Credits;

(b) "Featured" marks an entry we have selected and promoted ourselves, for which nothing was paid;

(c) "From Citivo" marks an entry that is our own content appearing in a promoted position.

An Advertisement is a Featured Placement. Where an Advertisement occupies a promoted position anywhere in the Platform — a carousel on any tab, a banner, a full-page or interstitial placement, a position in a feed or search results, or anything similar — it is a Featured Placement for the purposes of these Terms, and every clause about Featured Placements applies to it.

Where these Terms refer to purchasing, paying for, cancelling or refunding a Featured Placement, they mean one marked Sponsored. Nothing marked Featured or From Citivo is bought, and no payment or Credit will secure one.

1.9 "Credits" means the non-monetary balance we may issue to any user, usable only towards Featured Placements and other promotional positions on the Platform — including for Listings, Events, Offers, Marketplace Items, Advertisements and Influencer Profiles. Credits are not money, cannot be withdrawn or transferred, and are subject to clause 12.

1.10 "Consent Request" means a verification request we send to confirm that a business authorises a Listing or a change to it. We may send it to the business's registered contact number, or present it in the Platform to a signed-in user who claims authority over that business.

1.11 "Verification Badge" means any badge, stamp, trust indicator or similar marking we display on a Listing to indicate that documents of a specified kind were submitted to us and reviewed by us for apparent validity. We do not independently confirm those documents with any issuing authority, registry or third party, and do not inspect any premises. Clause 4.4 sets out in full what a Verification Badge does and does not mean.

1.12 How to read "Listing" in these Terms. Except where the context requires otherwise, a reference to a Listing is a reference to every kind of entry published on the Platform — a business, shop or service provider, an office, a religious place, a public service, a job, an Event, an Offer, a Marketplace Item, a Catalogue, an Advertisement, an Influencer Profile. Where a clause is meant to apply only to one kind of entry, it says so. This is a drafting convenience: it means the obligations, restrictions and disclaimers in these Terms apply to everything published on the Platform, and are not limited to business listings because of the word used.

2. Who may use Citivo

2.1 You must be 18 or older. The Platform is not intended for and may not be used by anyone under 18. By using Citivo you confirm you are at least 18 and are competent to contract under the Indian Contract Act, 1872.

2.2 We rely on what you tell us about your age. We have no practical means of confirming it, we do not knowingly permit anyone under 18 to use the Platform, and we do not market it to anyone under 18. Where a person under 18 uses Citivo despite clause 2.1 — by misstating their age, or by using someone else's account or device — they do so in breach of these Terms and without our knowledge or permission, and we are not responsible for that use or anything arising from it.

2.3 If we learn that an account belongs to a person under 18, we may suspend or delete it. If you believe a person under 18 is using Citivo, write to us at support@citivo.in and we will act on it. Clause 2.2 does not limit anything the law requires of us once we are aware, including our obligations in respect of a child's personal data under the Digital Personal Data Protection Act, 2023.

2.4 If you are acting for a business, you must be authorised to do so. By creating or claiming a Listing you represent that you are the owner of that business or are authorised by the owner to act on its behalf, and that you can bind it to these Terms. If you do this without that authority, it is your own act and your own responsibility. The business is not bound by anything you did, we may remove the Listing and suspend or terminate your account without notice, and your indemnity under clause 19 applies to any claim brought against us by that business, its owner, or anyone who relied on the Listing. We may also give that business, its owner, or a court or authority, the account and device information we hold about who created or changed the Listing.

2.5 These Terms apply whether or not you have an account. We may allow some or all of the Platform to be browsed without signing in, and we may enable, restrict or withdraw that at any time, for any feature, city or user. Where browsing without an account is available to you, using it is use of the Platform, and these Terms — in particular clauses 6.3 and 6.5 — apply to you in full while you do. If you do not accept them, please do not use Citivo.

2.6 We may refuse, suspend or terminate access where you do not meet these requirements, where information you have given is false, or where an account is shared, sold or transferred.

3. Your account

3.1 Registration is by mobile number. We send a one-time code to the number you register and verify it before creating your account. There is no password. We choose how that code reaches you — clause 11.4 explains the ways we may deliver it.

3.2 Your registered number is your key to the account. You are responsible for keeping control of it and of any device that receives codes on it. We are not liable for activity on your account resulting from someone else obtaining access to your number, your device, or a code sent to you, except to the extent caused by our own failure.

3.3 We require a fresh code for destructive actions. Deleting your account requires a newly issued one-time code verified at the time of the request. Being signed in is not by itself sufficient. This means that someone holding your unlocked phone, or a stored session, cannot delete your account without also being able to receive a message on your number.

3.4 One account per person. You may hold one account. You must give accurate information and keep it current. We may suspend an account we reasonably believe was created or is being used with false information.

3.5 We will never ask you for your one-time code. Nobody from Citivo will ever call, message or email you asking for the code we sent you, and we will never ask you to share your screen, install a remote-access app, or make a payment to "verify", "activate", "upgrade" or "protect" your account or listing.

If anyone does this, it is not us. Do not give them the code. Report it to us at the address in clause 25. We are not responsible for loss caused by your giving your code or device access to someone else, but we do want to know, because it usually means someone is working through our listings.

3.6 You may delete your account at any time. See section 20.

4. What Citivo is, and what it is not

This section describes the limits of our role. Please read it before relying on anything you find on the Platform.

4.1 Citivo is a discovery and advertising platform. We help people find businesses, places, events, offers, marketplace items, catalogues, influencer profiles, jobs and public services in their city, and we sell visibility — placement, prominence and reach, including Advertisements — to those who want it.

4.2 We are not a party to anything that happens between you and anyone you find through Citivo. We do not sell, broker, arrange, guarantee or facilitate any transaction between users. Any dealing that begins on the Platform — visiting a business, ordering from it, paying it, engaging its services, buying or selling a Marketplace Item, attending an Event, responding to a job, engaging an influencer, or contacting a healthcare or public service — is between you and that other person alone. We are not a party to it, we have no control over it, we do not hold or handle anything exchanged in it, and we are not responsible for its outcome. This is so whether or not you paid us anything, and whether or not the entry carried a Verification Badge or a Featured Placement.

4.3 We do not create or verify the information given to us. Content on the Platform — for every kind of Listing described in clause 1.12 — is supplied by Business Users, App Users and other third parties. We host and display it. Hosting or displaying Content is not an endorsement of it, a statement that it is true, or a recommendation of the person, business, item, event, service or opportunity it describes. We act as an intermediary within the meaning of the Information Technology Act, 2000.

Where we review Content, we do so to meet our obligations — not to take it over. The Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021 require us to make reasonable efforts to prevent the publication of prohibited Content and to act on complaints about it. Any review, approval, rejection or moderation we carry out, whether before or after publication, is done for that purpose and to keep the Platform usable. We do not write, originate, commission or choose the substance of user Content, and we do not adopt it as our own by reviewing it. Checking that something complies with these Terms is not the same as agreeing with it, confirming it is true, or becoming its publisher.

4.4 What our Verification Badge means, and what it does not.

(a) A Verification Badge indicates only this: that documents of a specified kind were submitted to us by or for that business, and were reviewed by us in good faith for apparent validity — that they appeared to be what they claimed to be.

(b) It speaks only as at the date of that review. It is a record of what we saw on a particular date. It is not a continuing representation that the business still exists, still operates, still holds the licences it showed us, is under the same ownership, or is conducting itself lawfully today.

(c) It is not an audit, an inspection, a background check, a financial assessment, a credit assessment, or any investigation into the business beyond the documents submitted. We do not confirm any document with the authority, registry or third party that issued it, and we do not visit or inspect any premises. A document that has been convincingly forged or altered may pass this review.

(d) A Verification Badge is not a warranty, endorsement or guarantee by Citivo of any business's honesty, solvency, legality, service quality, or future conduct. Anyone dealing with any business, whether it carries a badge or not, does so at their own risk and should exercise their own judgement.

4.5 Paid placement is advertising, and we label it. Some Listings, Offers, Events and other Content appear more prominently, or appear at all, because a business has paid us for that visibility. Where Content appears because it was paid for, we mark it Sponsored. Where we have promoted something ourselves without payment, we mark it Featured. Where the Content is our own, we mark it From Citivo. Paying us affects where and how prominently Content appears. It does not affect whether the Content is true, it does not affect whether a business holds a Verification Badge, and it is not an endorsement of the business by us.

4.6 Ranking, visibility, and what we choose to promote.

(a) How ordering works. Beyond paid placement, the order in which Content appears depends on factors including relevance to your search, your selected city, distance, completeness of the entry and recency. We may change how ranking works at any time, for any reason, without notice.

(b) We guarantee nothing. We do not guarantee any business, or any entry, any particular placement, ranking, visibility, number of impressions, enquiries, customers or outcomes (see also clause 12.2).

(c) We may promote entries ourselves, with nobody paying for it. We may select any entry of any kind and give it a Featured Placement — a position in a carousel, a collection, a banner, a search result, a notification, or anywhere else — for which nothing has been paid. We label these Featured (clause 1.8(b)). We may do it to showcase a new business, to fill a surface, to test something, to support a city we are launching in, because we think users will find it useful, or for no stated reason at all.

(d) Nobody is entitled to it, and we do not explain it. No business has any right to be Featured, to be Featured again, or to be Featured for any period. We publish no criteria for it, we are not obliged to give reasons for choosing anyone or for not choosing you, and we may add, change, reduce or withdraw a Featured Placement at any time without notice. We do not enter into correspondence about these decisions, and no user or business has any claim against us arising from one.

(e) Featuring one business says nothing about another. A Featured Placement is not a statement that an entry is better, more reliable, more popular or more deserving than any other, and it is not a ranking of businesses against one another (clause 4.4). Not being Featured is not a statement about you.

(f) Our not acting is not approval. Leaving Content published, not removing it, not restricting it, or not acting on a report about it is not approval of that Content, is not permission for it, and is not a statement by us that it is lawful, accurate, or compliant with these Terms.

(g) Nor is our having reviewed it. Where we have reviewed, approved, moderated or published Content — whether before or after it went live — that does not make it ours, does not make it accurate, and does not move responsibility for it from the person who provided it to us (clauses 4.3 and 14.3).

4.7 No relationship is created between us and a business by reason of a Listing, a Verification Badge, or a Featured Placement. There is no partnership, joint venture, agency, franchise or employment relationship between Citivo and any Business User, and no Business User may hold itself out as representing Citivo.

4.8 Emergency and life-safety information — please read this before you need it.

(a) Citivo does not operate an emergency service directory. We do not accept Listings for ambulance operators, blood banks, fire stations, police stations, disaster relief or other emergency response services, and we do not provide an emergency section bringing such services together. Where we display the national emergency helpline numbers, we display them for reference only, as published by the authorities.

(b) Hospitals, clinics, pharmacies and similar businesses may appear as ordinary Listings. They appear in the same way as any other business. Such a business may state on its Listing that it has an emergency department, that an ambulance is available, or that it is open at all hours. Those statements are made by the business, not by us (clauses 4.3 and 9.1), and the rest of this clause applies to them.

(c) Citivo is a directory. It is not an emergency service. We do not operate, control, staff, dispatch, supervise or have any involvement with any medical or emergency service. We do not answer calls on anyone's behalf, we cannot send anyone to you, and we have no ability to make any listed business respond.

(d) In an emergency, call the official national emergency numbers — 112, or 108 for an ambulance. Those numbers are operated by the authorities, not by us, and they are the right first call. Do not use a Citivo Listing instead of them. Where we show a notice on a Listing asking you to call ahead, or to call 112, please follow it.

(e) We cannot guarantee that any listed information is current or correct, or that anyone will answer. Contact numbers, addresses, opening hours, and any statement about emergency capability, ambulance availability or round-the-clock operation come from the business itself, from public sources, or from other third parties. Businesses close, move, change numbers, run out of capacity, stop staffing a department overnight, or simply do not pick up. We do not monitor any Listing live, and we do not continuously verify one.

(f) We are not responsible for what happens if a listed business fails you. To the fullest extent the law permits, Citivo is not liable for any loss, injury, harm or damage arising from: a number that is out of date, disconnected or unanswered; an address that is wrong, or a business that has moved or closed; a statement about emergency services, ambulance availability or opening hours that is inaccurate or out of date; a business that does not attend, arrives late, refuses treatment, lacks capacity or equipment, or is unable to help; the quality, competence or conduct of any listed business; or any delay caused by using a Citivo Listing rather than calling 112 or 108.

(g) The responsibility for keeping a Listing accurate is the listed business's, under clauses 9.1, 9.2 and 9.11. That obligation matters more for a healthcare Listing than anywhere else on the Platform, and we treat an inaccurate one as a serious breach.

(h) Tell us if something is wrong. If you find a healthcare Listing that is out of date or incorrect, report it (clause 14.1) and we will prioritise it.

4.9 Views and opinions on Citivo are not ours.

(a) Citivo is neutral as to the content it carries. Listings, descriptions, advertisements, offers, events, reviews, ratings, catalogues, influencer posts and every other piece of Content are the statements of the person or business that published them. They are not our statements, and they do not represent our views.

(b) We do not endorse, support, adopt, sponsor, approve, verify or agree with any opinion, claim, recommendation, comparison, political or religious view, or other expression published on the Platform, whether it appears in a listing, in a paid advertisement, in a review, or anywhere else.

(c) Paying us changes nothing about this. A business that buys a Featured Placement buys visibility, not our agreement. Appearing prominently, appearing first, or appearing at all is not an endorsement by Citivo of the business, its opinions, its claims, or what it sells (clauses 4.5 and 4.6).

(d) Reviews are the reviewer's opinion, not a statement of fact by us and not our assessment of the business. A rating is an arithmetic average of what users submitted; it is not our verdict.

(e) We do not take sides in any dispute, disagreement or controversy between users, between businesses, or between a user and a business. Our role in a dispute is limited to what clause 14 describes.

(f) Removing or keeping Content is not a view on it either. We moderate to meet our obligations and to keep the Platform safe (clause 14.3). Removing something does not mean we endorse what is left, and leaving something up does not mean we agree with it or have checked it.

(g) Any legal claim about something published on Citivo lies against the person who published it. This remains the case where that Content was reviewed, checked, approved, moderated, re-formatted or published by us, by our employees, or by anyone acting for us. We review Content to meet our obligations under clause 14 and to keep the Platform usable. A review of that kind is not a check that the Content is accurate, not agreement with what it says, not adoption of it as our own, and not an assumption by us of the responsibility of the person who wrote it. See clauses 9.12, 17 and 18.

4.10 If you respond to a job listing.

(a) Citivo has no part in hiring. We do not recruit, screen, interview, employ or place anyone. We do not check that an advertised role exists, and we do not verify the employer, the pay, the hours, the terms or anything else stated in a job Listing (clause 4.3).

(b) What you send goes to the employer, not to us. When you respond to a job Listing, your contact details and anything else you send go to whoever published it. Clause 10 binds them in how they may use it, but we cannot control what they do once they hold it, and we are not responsible for it.

(c) No genuine employer asks you to pay to be hired. Treat any request for a registration fee, security deposit, training fee, document charge, or payment for an interview, a uniform, a kit or a "confirmation" as fraud. The same goes for a request for your bank or card details, a one-time code, or your Aadhaar or PAN before you are actually employed. Do not pay, do not send it, and tell us (clause 14.1).

(d) Share only what the stage requires. Give a prospective employer only what the role reasonably needs, and only when it reasonably needs it. You do not have to send identity documents in order to apply for a job.

(e) What you tell an employer must be true. Anything you say about your qualifications, experience, registrations or eligibility to work must be accurate, and clause 6.1 applies to what you send.

(f) We are not liable for what follows. To the fullest extent the law permits, Citivo is not liable for any loss arising from a job Listing — including a role that does not exist, an employer who does not respond, terms that differ from those advertised, work that goes unpaid, or money or documents you gave to anyone. Clause 18 applies.

5. Content you provide, and the rights you give us

5.1 You keep ownership of your Content. These Terms do not transfer ownership of anything you post.

5.2 You give us a licence to use it on the Platform. You grant Citivo a worldwide, non-exclusive, royalty-free licence to host, store, reproduce, adapt for display (for example, to create thumbnails or resize images), publish, distribute and display your Content on and in connection with the Platform, and to promote the Platform and the Content within it. This licence lasts for as long as your Content is on the Platform and for a reasonable period afterwards to allow for backups and cached copies to be cleared.

5.3 You confirm you have the right to post it, and you answer for it if you did not. You represent that you own your Content or have all necessary rights and permissions to post it and to grant us the licence in clause 5.2; that your Content does not infringe anyone's intellectual property, privacy, publicity or other rights; and that it meets the standards in clause 6 and complies with applicable law.

If a claim is made about Content you posted, it is yours to answer. Where anyone — a copyright or trade mark owner, a photographer, a person appearing in an image, or anyone else — complains about or brings a claim over Content you posted, responsibility for that Content rests with you and not with Citivo. We may remove or restrict the Content without notice, we may give the complainant, a court or an authority the account and device records we hold about who posted it, and your indemnity under clause 19 applies to any loss, cost, damages or legal fees we incur. This applies whether or not we reviewed, approved, moderated or displayed the Content, and whether or not it carried a Verification Badge or a Featured Placement.

5.4 Content you post about your business may be seen by anyone. Listings and their contents are public. Contact details you choose to publish on a Marketplace Item or a Listing are published deliberately, at your choice, and will be visible to anyone using the Platform. Once published, we cannot control who sees or copies them.

5.5 We may review, refuse, remove, restrict or reinstate Content.

(a) We may do any of those at our discretion, including where Content breaches these Terms or the law.

(b) Some Content is checked before it appears. Depending on what it is, Content may be held for review and published only once we have approved it — this currently applies to reviews, and to certain fields on a Listing, Event or Marketplace Item. Where it does, you will be told your submission is awaiting review, and we may approve it, reject it with a comment, or ask you to change it.

(c) Other Content is not checked before it appears, and we are not obliged to check any Content before it is published. Which Content is held for review, and which is not, may change at any time without notice.

(d) Checking is not endorsing. Approving Content, publishing it, or leaving it published does not mean we agree with it, that we have verified it, or that it is accurate, lawful or fair. We check for compliance with these Terms and with our obligations as an intermediary — not for truth (clauses 4.3, 4.6(g) and 14.3). Responsibility for Content remains with whoever provided it.

(e) Nor does acting in one case say anything about another. That we removed some Content does not mean we have reviewed any other Content, and that we approved something once does not oblige us to approve it again.

5.6 We may add a watermark or branding to media you upload.

(a) What we may do. We may add a watermark, logo, name, caption or other Citivo branding to any image, video or other media you upload, and may resize, compress, crop or otherwise adapt it for display on and in connection with the Platform. We may do so at any time, including after it has been published, and we may change or remove it later. You consent to that modification and, to the fullest extent the law permits, agree not to object to it — including under any right of integrity or attribution you may have in the work.

(b) A watermark does not change who owns what. You keep ownership of your Content (clause 5.1). We own only the watermark, logo or branding itself, and the licence you give us in clause 5.2 is unchanged. A watermark is not a claim by us to own the media, to have created it, or to have verified it, and it is not a statement that the media is accurate or that the person who uploaded it was entitled to.

(c) Your warranty in clause 5.3 is unaffected. If you upload media you had no right to upload, that remains your responsibility whether or not we watermarked it, and clause 5.3 applies in full. Our having watermarked something is not permission for it and is not a statement that we checked it (clause 4.6(f)).

(d) Do not remove ours, and do not misuse it. You must not remove, obscure or alter a Citivo watermark or branding on media served from the Platform, and you must not use watermarked media in a way that suggests Citivo created it, owns it, endorses it, or has verified what it shows.

6. Things you must not do

6.1 You must not post or share Content that:

(a) belongs to someone else and that you have no right to use;

(b) is defamatory, obscene, pornographic, paedophilic, invasive of another's privacy (including bodily privacy), insulting or harassing on the basis of gender, racially or ethnically objectionable, or that encourages money laundering or gambling;

(c) harms a child in any way;

(d) infringes any patent, trademark, copyright or other proprietary right;

(e) breaches any law in force;

(f) deceives or misleads anyone about its origin, or communicates anything grossly offensive or misleading in nature;

(g) impersonates another person;

(h) threatens the unity, integrity, defence, security or sovereignty of India, its friendly relations with foreign states, or public order, or causes incitement to any offence, or prevents the investigation of any offence, or insults any foreign state — including Content that promotes or incites enmity, hatred or ill-will between groups on grounds of religion, race, caste, community, language, region, place of birth or residence, that outrages religious feelings, or that is likely to provoke violence, rioting or a breach of the peace;

(i) contains a virus, malware, or any code designed to interrupt, destroy or limit the functioning of any computer resource;

(j) is patently false or misleading, and is written, published or shared with the intent to mislead or harass for financial gain or to cause injury.

6.2 Artificially generated or altered images and content. You must not publish images or other Content that have been generated or materially altered by artificial or automated means in a way that misrepresents a listing, its premises, its staff, its goods or its services. A photograph presented as showing a real place must show that place. Where any law requires such Content to be labelled or disclosed, you must comply with that requirement.

6.3 You must not:

(a) post a review or rating that does not reflect your own genuine experience, or offer, solicit or accept anything of value in exchange for a review;

(b) create fake accounts, use another person's account, or register on behalf of someone without their authority;

(c) manipulate ratings, enquiries, referrals or Credits, including by self-referral or coordinated activity;

(d) scrape, crawl, harvest or extract data from the Platform by automated means, or copy any substantial part of it;

(e) circumvent our verification, consent, moderation, rate-limiting or security systems, or attempt to gain unauthorised access to any part of the Platform;

(f) harass, threaten or abuse any user, business or member of our staff;

(g) use the Platform to send unsolicited commercial communications.

6.4 If you break these rules we may remove the Content, suspend or terminate your account, cancel any unused Credits (clause 12.7), end any Featured Placement without refund (clause 12.5), and report the matter to law enforcement where required or appropriate.

Breaking any rule in this clause 6 is your own act, and the consequences are yours. Where anything you post, send or do in breach of this clause causes loss, harm, offence or a claim — to another user, to a business, to any other person, or to us — responsibility for it rests with you and not with Citivo. Your indemnity under clause 19 applies to any claim, demand, penalty, fine, cost or legal fee we incur as a result, including one brought by a regulator or an authority.

This applies whether or not we saw it first. It makes no difference whether we reviewed, approved, moderated or displayed the Content, whether it carried a Verification Badge or a Featured Placement, or whether we exercised any of the powers in this clause. Our not having removed something is not permission to post it, and is not a statement that it complies with these Terms or the law (clause 4.6(f)).

6.5 Contact details you find on Citivo.

(a) Listings, Marketplace Items and profiles display phone numbers, WhatsApp numbers and email addresses. Many of them are personal — a sole trader's own mobile is both a business contact and that person's personal data.

(b) You may use those details for one thing: to contact that business or seller about the goods or services they have listed.

(c) You must not: use them to send marketing, promotional, bulk or automated messages by any means; add them to a mailing list, contact database, CRM or any other collection; collect, compile, store, publish, sell, rent or otherwise pass them on, whether or not for payment; use them to harass, threaten, defraud or impersonate anyone, or to commit any offence; or use them for any purpose other than the one in paragraph (b).

(d) This applies to everyone — whether or not you have an account, whether you noted the details down by hand or gathered them automatically, and it continues to apply after you stop using Citivo.

(e) You must also comply with the law in how you contact anyone, including the telecom rules on commercial communications and applicable data-protection law. A number published on Citivo is not consent to be contacted about anything other than the listing it appears on.

(f) If you break this clause we may block your access, suspend or terminate your account, report you to the relevant authority or to law enforcement, and your indemnity in clause 19 applies to any claim that results.

(g) If someone misuses your details, tell us at the address in clause 25 and we will act. If you are a business and a user is misusing your listed number, we can remove their access to the Platform.

(This clause is the counterpart of clause 10, which restricts what a business may do with a user's personal data. The same principle applies in both directions.)

6.6 Content that risks violence or public disorder.

(a) We treat this as the most serious category there is. Content that promotes enmity or hatred between groups, insults a religion, community or caste, incites violence, or is likely to cause rioting or a breach of the peace is prohibited by clause 6.1(h). It is also the category in which we will act fastest, and most broadly.

(b) We may act immediately, and more widely than the Content complained of. Where we consider that Content may cause or contribute to violence, rioting, communal tension or public disorder, we may — without notice, without giving reasons, and without having established the position conclusively — remove or disable that Content; suspend or terminate the account behind it; suspend an entire category of Content, all Advertisements, or all publishing, in a city, an area, or across the whole Platform, for as long as we consider necessary; and disable any feature. We do not have to wait for a complaint, a court order or a direction from an authority before doing any of it.

(c) Context matters, and what is acceptable at one moment may not be at another. Content that is unobjectionable in ordinary circumstances may be unsafe during a period of tension, around a particular event, or in a particular locality. We may remove or suspend it on that basis alone, and doing so is not a finding that it breached these Terms, or a statement about you or about what it says.

(d) No refund, and no claim against us for acting. Where we remove or suspend because of your breach, clause 12.5 applies. Where we suspend more widely as a precaution and you were not in breach, clause 12.8 applies to anything you had paid for. You have no claim against us for our exercising this clause, and our exercising it is not an admission by us about anyone or anything.

(e) We will cooperate with the authorities. We may report the matter to the police or any other authority, act on any direction we receive, and disclose the identity, contact details, device records and account records of whoever posted or paid for the Content (clauses 9.16(e) and 14.9).

(f) Liability for what you post is yours. Clause 6.4 applies in full. Where anything you post or pay to publish causes or contributes to violence, injury, damage, loss or public disorder, responsibility for it is yours and not Citivo's, and your indemnity under clause 19 applies — including to any claim, penalty, fine, prosecution or cost we incur, and to one brought by a regulator or an authority. This applies whether or not we reviewed it, approved it, published it, or were paid for it.

7. Reviews and ratings

What can be reviewed. Reviews and ratings are not limited to businesses. In this clause 7, a reference to reviewing a "business" includes any entry the Platform offers a review option on — a Listing (a shop, service provider, office, religious place or public service), a job Listing or the employer behind it, an Event, an Offer, a Marketplace Item or its seller, a Catalogue, or an Influencer Profile. Clause 1.12 applies. Where the Platform offers no review option on an entry, it may not be reviewed, and nothing in this clause implies that every kind of entry can be.

7.1 A review must be your own genuine, first-hand experience of the thing you are reviewing. What that means depends on what it is: having visited, used or dealt with a business; having attended an Event, not merely having seen it listed or bought a ticket you did not use; having actually bought from, or genuinely tried to buy from, a Marketplace seller; having used an Offer; or having engaged with, commissioned or worked with an Influencer. Second-hand accounts, things you were told, and impressions formed only from the Listing itself are not first-hand experience.

7.2 You must not review your own entry, a competitor's, or one you have not dealt with. That includes any Listing, Event, Marketplace Item, Catalogue or Influencer Profile that you own, control, manage, work for, are related to, or have any material connection with. You must not post a review in exchange for payment, a discount, free goods or services, or any other benefit, and you must not ask anyone else to post one on your behalf.

7.3 Some things need saying about particular kinds of entry.

(a) An Event cannot be reviewed before it has happened. A review posted before an Event takes place is not first-hand experience of it, and we may remove it.

(b) A Marketplace review is about the dealing, not the person. You may describe the item, its condition against the description, and how the seller handled the dealing. Remember that a Marketplace seller is often a private individual, not a business — clause 6.3(f) applies, and a review must not become abuse of someone who sold a sofa.

(c) An Influencer Profile belongs to a person. A review of one is a public statement about an individual, and the risks are correspondingly higher. It must be about your own dealings with them and their professional work — not their appearance, their personal life, their family, their beliefs, or anything else outside what you engaged them for. Clauses 6.1 and 6.5 apply in full.

(d) A review of a religious place, a public service or a community institution must not be used to attack a religion, community, caste or group. Clauses 6.1(h) and 6.6 apply, and this is a category in which we will act quickly.

(e) A job Listing may be reviewed, and this is the category needing most care. You may review a job Listing, or the employer behind it, only if you applied for, were interviewed for, or worked in the role. A review must be about the recruitment process or the work itself — whether what was advertised matched what was offered, how the process was run, whether you were paid what was agreed, the conditions of the job. It must not:

    (i) name or identify an individual employee, interviewer, manager or colleague;

    (ii) disclose anything you are under a legal or contractual obligation to keep confidential, including under an employment contract or a non-disclosure agreement — that is a matter between you and whoever you promised it to, and clause 5.3 applies;

    (iii) state as fact that anyone committed a criminal offence, fraud or dishonesty. If that is what happened, report it to the authorities and to us (clause 14.1) rather than posting it;

    (iv) be about any person's appearance, background, caste, religion, gender or other personal characteristic.

Two things to know before you post one. You may be identifiable to that employer even though your name is not shown — they already hold your application and your contact details — so weigh that before you write. And where a court or an authority with jurisdiction requires us to disclose who posted a review, we must comply (clauses 9.16(e) and 14.9).

If you are the employer, you must not use anything you received through Citivo — an application, a CV, a telephone number — to contact, pressure or retaliate against a reviewer, an applicant or a former worker. That breaches clause 10.1, and clause 6.3(f) applies.

(f) We may disable reviews on any entry, or any class of entry, at any time — including where an entry is attracting coordinated or abusive reviews. Clause 6.6(b) applies.

7.4 We may moderate reviews. We may decline to publish, or may remove, a review that breaches these Terms, that appears not to be genuine, or that is unlawful.

We are not required to explain a moderation decision. We may decline to publish or remove a review without giving reasons, without notice before we act, and without entering into correspondence about it. We are not obliged to justify the decision to you, to the business reviewed, or to anyone else, and we are not obliged to disclose how we assessed the review or what prompted us to look at it. A decision to leave a review up is equally at our discretion: we are not obliged to remove a review simply because the business disagrees with it, disputes the facts in it, or asks us to.

This does not remove your right to raise a grievance. If you believe we have got a moderation decision wrong, you may contact our Grievance Officer under clause 14.4, and we will deal with your complaint within the timelines in clause 14.5. You may also appeal to the Grievance Appellate Committee under clause 14.7. Nothing in this clause 7.4 limits any right you have under applicable law.

7.5 Reviews are published and stay published. A review you post is visible to everyone using the Platform. If you delete your account, the reviews you wrote remain published, but they are no longer shown as yours — see clause 20.2(d) and Privacy Policy §8.5. If you want a review removed, delete it before deleting your account, or write to us and we will consider your request.

7.6 An aggregate rating is calculated from the reviews that entry has received. We do not adjust ratings on request, we do not remove a rating because its owner dislikes it, and we do not sell, or offer to improve, any rating or review.

8. Marketplace

8.1 The Marketplace lets a user publish an item they wish to sell or offer, together with contact details they choose to share.

8.2 The Marketplace is a noticeboard, not a shop. Citivo does not take orders, take payment, hold stock, arrange delivery, or become party to any sale. There is no checkout on Citivo for a Marketplace Item. Everything that follows an enquiry — negotiation, payment, delivery, inspection, refund, dispute — happens directly between the buyer and the seller, off the Platform, entirely outside our control and our responsibility.

8.3 Contact details you publish are public by your own choice. Any contact number, WhatsApp number or email address you put on a Marketplace Item is published to everyone. Anyone who uses them is bound by clause 6.5 — they may contact you about the item and nothing else. We act on misuse when it is reported to us, but we cannot control who sees a published number, so please think about what you publish.

8.4 You must not list anything you may not lawfully sell, anything you do not own or have the right to sell, or anything prohibited under clause 6.

8.5 Marketplace Items may be in any condition. An item offered on the Marketplace may be new, used, second-hand, refurbished, repaired, damaged, incomplete or of any age. Citivo does not grade, inspect, test or certify anything listed on it.

If you are selling, describe the item honestly. You must state the item's true condition and give an accurate description of it — its age, any wear, damage, defect, missing part or previous repair, whether it is new or used, whether it is genuine or a replica, and anything else a reasonable buyer would want to know before agreeing to buy. Do not present a used item as new, a copy as genuine, or a faulty item as working. Any photograph you upload must be of the actual item you are offering. The same applies to a service you offer: describe honestly what you will do, what it costs, and any qualification or licence you rely on. This obligation applies to every seller, whether or not you run a business — clause 9 applies to anyone who publishes on the Platform, including a private individual selling a single item.

If you are buying, satisfy yourself before you pay. Inspect the item, test it where you can, ask for proof of purchase, warranty papers, serial numbers, bills or ownership documents, and satisfy yourself that it exists, is genuine, is lawful to sell, belongs to the seller, and is as described — before you part with any money. Do not treat the listing, the photographs, the seller's account, any badge, or the item's presence on Citivo as confirmation of any of those things.

Citivo does not verify any of it. We never see, hold, handle, inspect or physically verify any Marketplace Item, and we do not meet the buyer or the seller. We do not check that an item exists, that the seller owns it or may lawfully sell it, that it is genuine rather than counterfeit, that it works, that it is safe, that it meets any standard, or that anything said about it in a listing is true. We give no warranty of any kind about any item or service offered on the Marketplace — as to condition, quality, authenticity, origin, safety, fitness for any purpose, title, or compliance with any law or standard.

Responsibility sits between the buyer and the seller. If an item turns out to be counterfeit, stolen, faulty, unsafe, not genuine, not as described, or not delivered at all, that is a matter between the buyer and the seller to resolve between themselves. Citivo is not a party to it and is not liable for it — not for the item or service, not for any money paid, and not for any loss, injury, damage or claim arising out of it. Where the loss arises from a seller's inaccurate or misleading description, responsibility for it is the seller's, and the indemnity in clause 19 applies to anything we incur as a result. This applies whether or not the Listing was reviewed or approved by us, and whether or not the seller's account carries a Verification Badge (clause 4.6).

8.6 Be careful. Meeting strangers, paying in advance, and sending goods before payment all carry risk. We do not verify buyers or sellers on the Marketplace and we cannot help you recover money or goods.

8.7 What you may offer, and what the categories mean. The Marketplace is organised into categories and sub-categories, and each item is published either as a product or as a service. The categories currently include Electronics, Furniture, Fashion and Clothing, Books and Stationery, Vehicles, Home Appliances, Sports and Fitness, Toys and Kids, Musical Instruments, Art and Collectibles, Food, Agriculture and Services, along with an "Other" category and an "Other" sub-category within most of them. We may add, rename, merge or withdraw a category at any time.

A category is a way of organising listings. It is not permission to sell. The existence of a category, a sub-category or an "Other" option does not mean that everything which could be placed in it may lawfully be sold, may lawfully be sold by you, or may be sold without a licence. What you may offer is decided by the law that applies to it and by clauses 6 and 8.4 — never by the presence of a category on the Platform. Equally, an item is not permitted merely because no category fits it well.

The category, item type and condition you select are part of your description. Where the app asks you to choose a condition — for example New, Like New, Good, Fair or Poor — or to say whether you are offering a product or a service, your selection is a statement by you about the item and clause 8.5 applies to it. Selecting a condition grade or a category you know to be wrong is a breach of these Terms.

8.8 You must hold every licence and permission required for what you offer.

(a) Each time you publish a Marketplace Item, you represent and warrant that you own the item or are otherwise entitled to sell it, and that you hold every licence, registration, permit, approval, certification and consent that the law requires in order to offer, sell, store, handle, transport or deliver it — and that you will continue to hold them for as long as the item is live. You give that warranty by publishing the item, and clause 9.10 governs it — whether or not a confirmation step was shown to you.

(b) This applies whether or not you are a business. Selling privately, occasionally, or as a one-off does not remove a licensing requirement that the law imposes. Nor does giving something away or charging a nominal price, where the law regulates the supply of a thing rather than the sale of it.

(c) Do not assume something is unregulated because it is used, home-made, or sold in a small quantity. Without limiting paragraph (a), and by way of example only rather than as a complete list, the following commonly require a licence, registration or permission that a private seller may not hold:

    (i) food of any kind — packaged food, home-made food, dairy, beverages and fresh produce. Selling food is licensed or registered under food-safety law, including where it is cooked at home or sold in small quantities, and packaged food carries its own labelling requirements;

    (ii) medicines, drugs, medical devices, supplements, and anything presented as treating, preventing or curing a condition — these may be sold only by a licensed seller, and advertising some of them is restricted or prohibited outright;

    (iii) fireworks and crackers, fuels, gas cylinders, chemicals, and other explosive, flammable or hazardous goods — manufacture, possession, storage, sale and transport are each separately licensed, and holding a licence for one of those activities does not cover another;

    (iv) weapons, ammunition, and articles whose possession or sale is restricted;

    (v) vehicles — you must be the registered owner or lawfully entitled to sell, the vehicle must carry the registration, insurance, permit and fitness documents the law requires, and ownership must be transferred in the manner the law provides;

    (vi) seeds, saplings, plants, fertilisers, pesticides and other agricultural inputs — these are separately regulated, some may be sold only by a licensed dealer, and some may not lawfully be moved between states;

    (vii) antiquities, art treasures, artefacts, and wildlife, ivory or protected plant and animal material — some of these may not be sold at all, and others only where registered;

    (viii) electrical goods, appliances, toys, helmets, batteries and other items subject to mandatory quality standards or a certification mark;

    (ix) alcohol and tobacco products, which are separately licensed and subject to advertising restrictions;

    (x) services of every kind — tutoring, repair, photography, cleaning, transport or anything else — which must be a service you are qualified, registered and permitted to provide. Where a professional body's rules apply to you, they apply to your listing (clause 9.13).

(d) We do not tell you what you need. We do not advise on whether an item requires a licence, we do not check whether you hold one, and nothing we publish or approve is confirmation that your item, or its sale by you, complies with any law. Establishing what applies to what you are selling is your responsibility alone.

(e) We may ask, refuse and remove. We may require evidence of a licence, registration or entitlement to sell before we publish an item or at any time afterwards, and we may refuse, unpublish or remove any Marketplace Item — or stop accepting a whole category of item — where we consider it may be unlawful, unlicensed or unsafe. We may do so without notice and we are not obliged to give reasons.

(f) If you sell something you were not licensed to sell, that is your act and yours to answer for. Citivo is not liable for it, and your indemnity under clause 19 applies to any claim, demand, penalty, fine, seizure, prosecution, cost or legal fee we incur as a result, including one brought by a regulator or an authority. This applies whether or not we reviewed or approved the Listing, and whether or not your account carries a Verification Badge (clause 4.6).

8.9 If you are buying, you owe the seller something too.

Clauses 8.5 and 8.6 tell you how to protect yourself. This clause is about how you must treat the other person — who is often an individual, not a business.

(a) Deal in good faith. Make enquiries and offers meaning them, and do not agree to buy something you have no intention of buying.

(b) Do not defraud the seller. You must not pay with a forged, altered, stopped or cancelled instrument; send a false confirmation, screenshot, reference number or transaction ID suggesting you have paid when you have not; reverse or dispute a payment you properly owe; or take possession of an item before paying, where payment was to come first.

(c) Use their contact details for the item and nothing else. Clause 6.5 applies in full — including where you use an enquiry to gather personal data, to sell something to the seller, or to recruit them.

(d) Do not pressure, threaten or harass anyone, before, during or after a dealing, and do not turn a disagreement about an item into abuse of the person. Clause 6.3(f) applies.

(e) If you break this clause, clause 6.4 applies. Any loss the seller suffers is a matter between you and them — Citivo is not a party to it and is not responsible for it (clause 8.2) — and your indemnity under clause 19 applies to anything we incur.

9. If you publish anything on Citivo (Business Users)

This section applies in addition to everything above.

It is not limited to business listings. "Business User" is defined in clause 1.5, and it means anyone who creates, claims, manages or pays for any kind of entry on the Platform — a business, shop or service provider, an office, a religious place, a public service, a job, an Event, an Offer, a Marketplace Item, a Catalogue, an Advertisement or an Influencer Profile. If you publish any of those, this clause 9 applies to you, whether or not you run a business, whether or not you are paid for what you offer, and whether you publish once or regularly. The heading is a label, not a limit.

How to read "your business" in this clause 9. Except where the context requires otherwise, a reference in this clause to "your business", to what you "supply" or "list", or to your "customers" is a reference to whatever you have published and to the people who reach you through it — for an Event, the event and the people attending it; for a Marketplace Item, the item or service and the person buying it; for an Influencer Profile, what you promote and the audience you promote it to; for a job or office listing, the role or the space and the person who responds to it; for a public service or religious place listing, the service or place and the person relying on it. Clause 1.12 applies to this clause in the same way it applies to the rest of these Terms. Where a clause in this section is meant to apply only to an actual business, it says so.

9.1 Accuracy. You represent and warrant that everything you submit about your business — its name, address, contact details, category, opening hours, prices, offers, event details, images and any other information — is true, accurate, current and not misleading, and that you will keep it current.

9.2 Legal compliance. You represent and warrant that you hold every registration, licence, permit and approval required to operate your business lawfully and to offer what you list, and that you will maintain them for as long as your Listing is live.

9.3 You are solely responsible to your customers. You are solely responsible for the goods and services you supply, for their quality and safety, for delivering what you advertise, for pricing, invoicing, after-sales support and returns, and for resolving any complaint made by a customer. Citivo has no role in and no responsibility for any of it.

9.4 Specific conduct you warrant against. Without limiting clauses 9.1 to 9.3, you represent and warrant that you will not, in connection with anything listed on Citivo:

(a) falsely describe any goods or service;

(b) give a false or misleading guarantee or warranty about the performance, efficacy, quality or expected life of anything you supply;

(c) deliberately conceal material information about what you are supplying;

(d) misrepresent the standard, quality, quantity, grade, composition, style or model of anything you supply;

(e) represent reconditioned, second-hand, renovated or old goods as new;

(f) falsely claim any sponsorship, approval, affiliation, accreditation or performance characteristic;

(g) make a false or misleading representation about the need for, or usefulness of, any goods or service;

(h) advertise at a price you do not intend to honour, or advertise goods or services you do not intend to supply;

(i) fail to issue a bill, invoice or receipt for what you supply, where you are required to;

(j) impose on a customer an unreasonable deposit, penalty, charge or condition, or a right for you to terminate unilaterally without reasonable cause.

9.5 Records. You must keep proper records of your dealings with customers who reached you through Citivo — including invoices, receipts and proof of delivery or fulfilment — for at least three years, or for any longer period the law requires of you. If a customer complains to us about you, we may ask you to produce them, and you must cooperate.

9.6 Consent to publish. Where a Listing for your business is created or changed by us or by another user, we verify it with you through a Consent Request sent to your registered number. Confirming a Consent Request means you authorise the Listing or the change and accept these Terms in respect of it. A Consent Request expires if it is not confirmed within the period stated in it. You may withdraw a consent you have given, in which case we will unpublish the affected Content.

9.7 Verification documents. If you submit documents for verification:

(a) you confirm they are true and complete copies of genuine documents relating to your business;

(b) we may reject them, ask for better copies, or ask for more;

(c) we use them only to verify your business, and we store them encrypted and restricted to the staff who review them — see Privacy Policy §3.1;

(d) we retain and destroy them according to the periods in Privacy Policy §8.1, except where a document must be preserved under a legal hold;

(e) submitting documents does not entitle you to a Verification Badge.

9.8 No guarantee of approval, ranking or results. Submitting anything to Citivo does not guarantee it will be approved or published. Nothing we do guarantees you any level of visibility, any number of impressions, enquiries, clicks or customers, or any business outcome. See clauses 4.6 and 12.2.

9.9 Influencers. If you publish an Influencer Profile:

(a) any follower counts, reach figures or engagement figures you give us are your own statements. We do not verify them, and you warrant they are accurate and not inflated;

(b) where you promote a business, product or service with which you have a material connection — payment, free goods or services, a commission, a family or employment relationship, or anything else that a reasonable person would want to know — you must disclose that connection clearly and prominently in the content itself, in a form and language your audience will understand;

(c) you are responsible for complying with all applicable advertising codes and consumer-protection law in what you publish. Where any advertising standards code applies to you, complying with it is your responsibility, not ours.

9.10 What you promise when you publish.

(a) These Terms are the source of what you promise us. By accepting these Terms you give the warranties in clauses 9.1 to 9.4 — and, for a Marketplace Item, clauses 8.5 and 8.8 — in respect of everything you publish on Citivo. They bind you from the moment you accept these Terms and apply to every item you publish, whenever you published it.

(b) Publishing is itself the representation. By publishing an item, and by leaving it published, you make those warranties in respect of that item — that what you have submitted is true, that you are entitled to publish it, that you hold every licence and permission required for what it describes, and that it complies with these Terms and with the law. You make them on the date you publish, and you repeat them for as long as the item stays up.

(c) We may also ask you to confirm it at the point of publishing, and we may keep a record of that. Before an item goes live we may show you a statement about what you are publishing and ask you to confirm it — as a tick box or consent checkbox, a confirmation screen, a declaration you accept, or in any other form — and where we do, we may record that you confirmed it, when, and the version of the app you confirmed it from. Whether we ask, how we ask, and what we record may differ between one kind of entry and another, and may change at any time without notice. A confirmation of that kind is evidence of what you promised. It is not the source of the promise — paragraph (a) is, and paragraph (g) applies whether or not the step ran.

(d) Where we hold such a record, we may produce it in any dispute, complaint, investigation or legal proceeding concerning that item, including one brought by a customer, by a person who says the item was published without their authority, or by a regulator. We keep it for the period stated in our Privacy Policy §8.5, and we keep it after your account is deleted — deleting your account does not withdraw what you promised or remove our record of it.

(e) Publishing or confirming something you know to be untrue is a breach of these Terms. If you do, we may remove the item, suspend or terminate your account, end any Featured Placement on it without refund, and cancel your Credits — and your indemnity in clause 19 applies to any claim that results.

(f) Each item stands on its own. What you promise about one item says nothing about any other, and editing an item does not withdraw what you promised about it — if you change an item so that what you promised is no longer true, you must correct it or take it down.

(g) None of this depends on a confirmation step having run. The warranties in these Terms — including clauses 8.5, 8.8, 9.1 to 9.4 and 9.11 — do not depend on a confirmation statement having been displayed to you, on your having confirmed it, or on our having kept a record of it. Whether that step ran, worked, or was recorded changes nothing about what you promised, because the promise comes from these Terms and from your act of publishing. If a confirmation was not shown or not recorded, that does not waive any warranty you owe and does not prevent us from establishing what happened by other evidence. This paragraph governs what you have promised us. It does not reduce what we must prove to a court, a regulator or any other third party.

9.11 Everything you publish must be genuine, yours, and safe.

(a) It must be genuine and it must be yours. Everything you put on Citivo — the business name and description, photographs, video and other media, logos and branding, menus and catalogues, certificates and licences, social media handles, websites and other links, QR codes, phone numbers, WhatsApp numbers and email addresses — must relate to a real business that you own or are authorised to represent, must be accurate, and must be yours to publish or licensed to you.

(b) Images and media must show what they claim to show. Photographs presented as your premises, your staff, your goods or your work must be of them. You must not pass off stock imagery, another business's premises or another person's work as your own, and you must not alter or generate media so that it misrepresents your business (clause 6.2).

(c) Handles, links and websites must be operated by you. Any social media handle, website, booking page or other destination you list must be genuinely operated by you or on your behalf. You must not list someone else's.

If it is not yours, answering for it is not ours. Where you list a handle, page, domain, booking link or other destination that belongs to or is operated by someone else, responsibility for that rests with you. Any claim by the person or business it belongs to — for passing off, trade mark infringement, misrepresentation, diversion of their customers, unauthorised use of their name or branding, or anything else — lies against you and not against Citivo, and your indemnity under clause 19 applies to anything we incur as a result. We may remove the destination as soon as its owner complains, without notice to you and without deciding who is right: removing it is not a finding against you, and leaving it up is not a finding for you. Separately, and whether or not the destination is yours, we are not responsible for anything found at it or done by whoever operates it (paragraph (h) below, and clause 17.6).

(d) Nothing you publish may be used to attack, defraud or deceive anyone. You must not publish, link to, or embed anything that:

    (i) contains or delivers malware, a virus, spyware, a keylogger, ransomware or any other harmful code, or triggers an unwanted download;

    (ii) is used for phishing or to harvest credentials, one-time codes, card or bank details, Aadhaar or PAN numbers, or any other personal data under a false pretence;

    (iii) impersonates another business, brand, public authority, bank or payment provider, or suggests an association, authorisation or accreditation you do not have;

    (iv) directs a user to a payment page, UPI handle, QR code or account that you do not control, or that is presented as belonging to someone other than whoever actually receives the money;

    (v) takes a user to a site that misrepresents who is operating it, or that is designed to defraud;

    (vi) collects personal data from a user through a form or page you link to, without telling them who is collecting it and why (see also clause 10).

(e) Payment requests must be honest. If you ask a customer to pay you, it must be plain who is being paid and for what. You must not use a Citivo listing to solicit an advance, deposit or booking fee that you do not intend to honour.

(f) This is a continuing obligation, not a one-off. A link, handle, domain or QR code that was safe when you published it may not stay safe — domains lapse and are re-registered, accounts are taken over. You must keep checking what you have published, and remove or correct anything that is no longer genuine, no longer yours, or no longer safe. Publishing it makes you responsible for where it leads, for as long as it stays up.

(g) Anything published from your account is yours. You are responsible for everything posted through your account, including by your staff, agents or anyone you gave access to, and including anyone who obtained access because you did not keep your registered mobile number or device secure.

(h) We do not check any of this, and you must not represent that we do. We do not scan the destinations you link to, test your QR codes, or verify that a handle belongs to you. Nothing we do — approving a Listing, issuing a Verification Badge, or selling you a Featured Placement — is a statement that any of it is safe or genuine (clauses 4.3 and 4.4).

(i) We are not responsible for what is on a handle, channel or destination you list — even when it is genuinely yours. A social media handle, channel, profile, website or other destination you publish on Citivo is not part of the Platform, is not hosted by us, and is not within our control. We do not monitor it, moderate it, or review what is posted on it, either before or after you list it. Its appearing on Citivo is not a statement that what it contains is lawful, accurate, decent, or suitable for any person.

What is published there is yours. You remain solely responsible for everything published on, through or at any destination you list — including content posted after you listed it, content posted by anyone else with access to it, and content having nothing to do with your Listing. If anything there is unlawful, obscene, sexually explicit, defamatory, infringing, harmful to children, or otherwise in breach of any law or of that platform's own rules, that is your act and your liability, and not ours — and your indemnity under clause 19 applies to any claim, complaint, notice, penalty or proceeding we face because of it. This applies whether or not we reviewed the Listing, gave it a Verification Badge, or granted or sold it a Featured Placement.

The standards in clause 6 apply to what you point our users towards. Do not list a destination carrying content that could not lawfully or permissibly be published on Citivo itself. Clause 6 governs not only what you upload here, but what you send our users to from here.

We may remove it at any time. We may remove, unlink or unpublish any handle, link or destination — or the entire Listing or Influencer Profile it sits on — where we become aware that what it leads to may breach clause 6, may be unlawful, or may expose a user to material they should not see. We may act without notice, without giving reasons, and without having established the position conclusively; clause 9.12(d) applies in the same way. Removing it is not a judgement about you or about the destination, and our not having removed it is not approval of either (clause 4.6(f)).

9.12 If a user is harmed by something you published.

(a) You are solely responsible. If any person suffers loss, damage, distress or other harm because of something you published on Citivo — including fraud, phishing, a malicious link or file, a deceptive payment request, impersonation, or goods or services not being as described — that is your responsibility alone, and any claim in respect of it lies against you and not against Citivo.

(b) Citivo is not liable for that loss or harm, and clause 18 applies. We host what you publish; we do not originate it, verify it, or endorse it.

(c) You will indemnify us for any claim arising from it under clause 19 — including claims brought by the affected user, by a payment provider, or by a regulator or law enforcement agency.

(d) We will act, and we do not have to warn you first. We may remove the Content, suspend or terminate your account, and end any Featured Placement immediately and without refund, as soon as we have reason to believe this clause has been breached. We do not have to establish the breach conclusively before acting — leaving a live phishing link up while we investigate is not an acceptable alternative.

(e) We may report you and identify you. We may report the matter to the police, to a regulator, to a payment provider or to any affected person, and disclose your identity, contact details and account records to them, where we consider it necessary to prevent or address harm or where we are required to.

(f) Nothing in this clause limits any other right we have, or any liability you have to anyone else.

9.13 If your business is in a regulated sector.

(a) Some sectors are subject to their own restrictions on how they may advertise or be promoted at all, over and above general law. If yours is one of them, those restrictions apply to everything you publish on Citivo, including any Featured Placement you buy from us, and complying with them is your responsibility.

(b) Without limiting clause 9.2, you represent and warrant that what you publish complies with every advertising, promotional and disclosure rule applicable to your sector. Depending on what you do, that may include rules governing:

    (i) alcohol and tobacco, which are subject to advertising prohibitions and restrictions on indirect or surrogate promotion;

    (ii) medicines, treatments and health claims, including restrictions on advertising remedies or cures for specified conditions;

    (iii) doctors, dentists, hospitals, diagnostic centres and other healthcare providers, whose professional bodies restrict advertising and the soliciting of patients — the rules of your own professional council apply to your listing;

    (iv) financial services, lending, insurance and investment advice, which may be offered only by entities registered with the relevant regulator, and are subject to rules on how they are advertised;

    (v) real estate, where advertisements for a project may be required to carry a registration number;

    (vi) food businesses, which must hold and, where required, display a valid licence or registration;

    (vii) education and coaching, including rules against misleading claims about results, placements, rankings or success rates.

(c) We may refuse or remove any Featured Placement or Listing in a regulated sector, and may require evidence of a licence, registration or professional standing before publishing or at any time afterwards.

(d) This is your obligation, not ours. We do not advise you on what your sector permits, and nothing we publish or approve is confirmation that your listing complies with it.

(e) Our approving it, publishing it, or being paid for it does not make it ours. We may publish your Listing, approve it in review, grant it a Verification Badge, accept payment for a Featured Placement or an Advertisement, or leave it live for any length of time. None of those is a decision that your listing is lawful, that you hold the licence, registration or professional standing your sector requires, or that what you publish complies with the rules that apply to you. Our staff do not assess sectoral advertising or professional-conduct rules and are not qualified to. Where we approve something we should not have, that is our failing to catch your breach — it is not permission for it, it does not cure it, and it does not move responsibility for it from you to us.

(f) Liability for a regulated-sector listing stays with you. If anything you publish breaches a rule applicable to your sector — an advertising prohibition or restriction, a professional council's rules on advertising or soliciting, a registration, licensing or disclosure requirement, or a restriction on promoting a product at all — responsibility for that breach is yours. Citivo is not liable for it to you, to your customers, to your professional or regulatory body, or to anyone else, whether or not we reviewed it, approved it, published it, gave it a badge, or were paid for it. Your indemnity under clause 19 applies in full to any claim, demand, penalty, fine, suspension, prosecution, cost or legal fee we incur as a result, including one brought by a regulator, a professional council, an authority or a competitor — and clause 19.1(c) applies where the breach is your not holding a licence, registration or approval you were required to hold.

(g) You must tell us if your position changes. If a licence, registration or professional standing you rely on lapses, is suspended, is cancelled or is made conditional, or if your regulator or professional body restricts what you may advertise, you must take the affected Content down or tell us immediately. Leaving it live after that is a fresh breach of these Terms, and paragraph (f) applies to it in the same way.

(h) We may remove it at any time, and removal is not refundable. Where we consider that a Listing, Featured Placement or Advertisement may breach a rule applicable to your sector, we may unpublish or remove it at any time, without notice, and we are not obliged to give reasons. Where we do so because of your breach, clause 12.5 applies and the payment for the remainder of the paid period is forfeited.

9.14 Disputed listings, businesses that change hands, and businesses that close.

(a) If two or more people claim the same business, we may unpublish the Listing until the dispute is resolved between them. We do not decide who owns a business. We are not a court and we have no way to establish ownership; where we act, we act to stop a disputed listing being live, not to determine who is right.

(b) If your business is sold or transferred, the Listing does not transfer automatically. Tell us, and the new owner must create or claim the Listing in their own name and accept these Terms themselves. Continuing to publish a Listing for a business you no longer own is a breach of clause 9.11.

(c) Any unused Featured Placement is not transferable to a new owner and is not refundable on a sale of the business, unless we agree otherwise in writing.

(d) If you close the business, take the Listing down. Leaving a Listing live for a business that no longer operates misleads users and, where the listing is for an emergency or medical service, may cause real harm (clause 4.8).

(e) If the account holder dies, or becomes unable to manage the account.

    (i) Tell us, and we will take the Listing down. Write to our Grievance Officer at the address in clause 14.4. We will unpublish the Listing on credible notice, without waiting for documents — a Listing still taking enquiries for someone who has died does harm, and unpublishing is reversible if we are told wrongly.

    (ii) To have the account deleted, send us a copy of the death certificate. Where the person nominated someone to act for them under §10.5 of our Privacy Policy, that nomination is the route, and we will follow it.

    (iii) Where the account holder is alive but unable to manage their affairs, we will act on an order of a court appointing a guardian, or a registered power of attorney covering the account. Without one of those we will unpublish, but we will not delete the account or hand it to anyone, because we have no way to tell who is entitled to act.

    (iv) We do not transfer a Listing to anyone. Paragraph (b) applies in the same way as on a sale: the Listing does not pass to an heir, a family member or a successor. Whoever runs the business now must create or claim a Listing in their own name and accept these Terms themselves. We are not a court, and who inherits a business is not something we can decide — paragraph (a) applies.

    (v) Our Grievance Officer decides what we do in each case, and we will respond within 15 days of receiving what we have asked for (clause 14.5).

    (vi) Any unused part of a paid placement will be refunded under clause 12.8, since taking the Listing down in these circumstances is our decision and not a breach by the account holder.

9.15 If you publish an Advertisement.

(a) Everything in this clause 9 applies to an Advertisement. Where your Advertisement is for a Listing, Event, Offer, Marketplace Item, Catalogue or Influencer Profile, every rule applying to that entry applies to the Advertisement as well — including clauses 9.1 to 9.4, 9.10, 9.11 and 9.13, and clause 8 where it concerns a Marketplace Item. You cannot escape a rule by advertising something instead of listing it. An Advertisement is also a Featured Placement (clause 1.8).

(b) An Advertisement need not be about a business at all. You may use one for a personal or occasional message — a birthday or anniversary greeting, congratulations, a condolence, a grand opening, a festival or seasonal message, a community announcement, or anything else we permit. Clause 6 applies to all of it, and so does the rest of this clause 9, whether or not the Advertisement concerns any business, entry or transaction.

(c) If your Advertisement features another person, business or place, you must have permission. Where an Advertisement names, shows, photographs, identifies or refers to any person other than you, or to a business, organisation, institution, school, temple, hospital, landmark or other identifiable place or property that is not yours — including in a greeting, a tribute, a congratulation or a condolence — you represent and warrant that:

    (i) you have that person's consent to use their name, photograph, image, likeness, voice and any other detail about them, and to its being published on Citivo where anyone may see it;

    (ii) where that person is under 18, you have the consent of their parent or lawful guardian, and you are entitled to publish material identifying a child;

    (iii) where that person has died, you are authorised by their family or by whoever is lawfully entitled to give that authority;

    (iv) nothing in the Advertisement is defamatory, humiliating, intrusive, or published against that person's known wishes.

    (v) where the Advertisement features a business, organisation, institution or identifiable place or property that is not yours, you are authorised to use its name, image, logo or branding, and the Advertisement does not suggest that it endorses, sponsors, is associated with, or has approved you or what you are promoting.

If they object, we may take it down. We may remove an Advertisement as soon as a person featured in it, or someone acting for them, asks us to — without notice to you, without giving reasons, and without deciding who is right. Any claim by that person lies against you and not against Citivo, and your indemnity under clause 19 applies. Clause 12.5 governs what happens to what you paid.

(d) Political advertising. If your Advertisement promotes or opposes a political party, candidate, campaign, referendum or political cause, or is published by or on behalf of one:

    (i) you must comply with all applicable election law and with any direction of the Election Commission of India — including the Model Code of Conduct while it is in force, any requirement for pre-certification of political advertising, any disclosure of who has paid for it, and any restriction applying in the period immediately before a poll;

    (ii) you must tell us before publication that the Advertisement is political, and who is paying for it;

    (iii) we may require evidence of any certification, approval or permission required, before we publish and at any time afterwards;

    (iv) we may refuse, suspend or remove political advertising at any time — a single Advertisement, a category of them, or all of them for a period or in a particular area — without notice and without giving reasons;

    (v) responsibility for the content of a political Advertisement, and for compliance with election law, is yours alone, and clause 9.13(e) and (f) apply to it in the same way.

(e) Festival, religious and cultural content. An Advertisement using religious, festival, national or cultural imagery, symbols or occasions must not denigrate, mock or misrepresent any religion, community, caste, region or group, and must not be used to promote indirectly anything that may not be advertised directly (clause 9.13).

(f) We may refuse any Advertisement. We may decline to publish, or may remove, any Advertisement for any reason or for none — including simply because we consider it unsuitable for the Platform — without notice and without giving reasons.

(g) Our accepting it decides nothing. Accepting an Advertisement, reviewing it, publishing it, or being paid for it is not a decision that it is lawful, accurate, cleared, certified, authorised by anyone shown in it, or compliant with any rule. Clause 9.13(e) applies to Advertisements in the same way.

9.16 If an Advertisement is published that should not have been.

(a) We accept that this can happen. We review what we can, but Advertisements are submitted by users, published at volume, and may be approved in error or by automated means. An Advertisement may therefore appear on the Platform that breaches these Terms, that lacks a consent or a certification it needed, or that we would have refused had we seen what it was.

(b) Responsibility for it remains the advertiser's. Where that happens, responsibility for the Advertisement — its content, its lawfulness, the permissions behind it, and any harm, offence, loss or claim it causes — rests with the person who submitted and paid for it, and not with Citivo. This applies however the Advertisement came to be published: whether we reviewed and approved it, whether it was approved automatically, whether our own check failed or was not carried out, whether it carried a Sponsored label or a Verification Badge, and whether or not we were paid for it. Our having published it is not permission for it, and not a statement that it complied with anything (clauses 4.6(f) and 9.15(g)). Your indemnity under clause 19 applies in full — including to a claim, penalty, fine, notice or proceeding brought by a regulator, an authority, an election authority, a professional body, or a person named or shown in the Advertisement.

(c) We act once we know. We will remove or disable access to an Advertisement expeditiously once we have actual knowledge that it is unlawful or in breach of these Terms, or upon being required to act by a court or an authority with jurisdiction (clause 14). Removing it is not an admission by us about it, and is not a finding against you; equally, our not having removed it earlier is not approval of it.

(d) Carrying an Advertisement is not support for what it says. Citivo holds no political, religious or ideological position. Publishing an Advertisement for a party, candidate, campaign, cause, faith, community, belief or viewpoint is not an endorsement of it, is not a statement that we agree with it, and is not opposition to anything else. We may carry Advertisements for opposing parties, rival businesses and competing viewpoints at the same time, and nothing about which Advertisements appear on the Platform — or in what position, or how often — implies any view of our own. Clause 4.9 applies, and every paid Advertisement is labelled under clauses 1.8 and 4.5.

(e) We may say who placed it. Where an Advertisement is complained of, we may disclose the identity, contact details, payment records and account records of whoever submitted and paid for it — to a complainant, to a person named or shown in it, to a regulator, a court, the police or any authority. We may do so without notice to you where giving notice would be unlawful or would defeat the purpose. We keep those records for the periods set out in our Privacy Policy, and we keep them after your account is deleted (clause 9.10(d)).

(f) We may recover what it costs us. Where we incur cost in dealing with a complaint, notice, investigation, takedown order or proceeding concerning your Advertisement — including legal fees and the cost of responding to a regulator — we may recover it from you under clause 19.

(g) If you are a user who has seen an Advertisement you object to, please report it under clause 14 and we will deal with it under that clause. An Advertisement is Content submitted by a third party: clauses 4.3, 4.9, 17 and 18 apply to it as they do to any other Content on the Platform.

10. If you receive personal data of Citivo users

This section applies to anyone who receives, through Citivo, the personal data of another user — a name, a mobile number, a WhatsApp number, an email address, an enquiry, a job application, a curriculum vitae, or a document.

It is not limited to businesses. It applies to a shop receiving an enquiry, a private individual selling one item on the Marketplace and receiving a buyer's number, an event organiser receiving an attendee's details, an influencer receiving a message, and anyone who publishes a job Listing and receives an application. If a user's personal data reaches you because of something you published on Citivo, this section is yours.

The mirror of this section is clause 6.5, which governs what you may do with contact details you find on a Listing. Broadly: clause 6.5 is about details you went and looked at; this clause is about details that were sent to you.

10.1 Use it only for the enquiry. You may use personal data you receive through Citivo only to respond to that person's enquiry and to supply the goods or services they asked about. You may not use it for any other purpose.

10.2 No marketing. You must not use that data to send marketing, promotional or other unsolicited communications, whether by call, SMS, WhatsApp, email or otherwise, unless that person has separately given you their own consent to receive them. This restriction attaches to the data you received from Citivo. It applies regardless of whether you later obtain the same contact details from another source.

10.3 No sharing on.

(a) You must never sell, rent, trade, publish or otherwise make that data available to anyone, and you must not add it to any list, database or collection that is shared with, or sold to, anyone else.

(b) You may let your own service providers handle it — an accountant, a delivery partner, a booking or CRM system, a payment provider — only where they need it to deliver the purpose in clause 10.1, they are bound to keep it confidential and to use it for nothing else, and you remain responsible to us for what they do with it as if you had done it yourself.

(c) Anything beyond that needs our prior written consent, and the person's own where the law requires it — including disclosure to a group company, an affiliate, a marketing partner, a recruiter, or a data broker.

(d) Except where the law requires you to disclose it, in which case disclose only what is required, and tell us unless you are prohibited from telling us.

10.4 Protect it. You must keep that data secure using appropriate technical and organisational measures, and restrict access to those of your people who need it for the purpose in clause 10.1.

10.5 Tell us if something goes wrong — within 24 hours.

(a) What to tell us about. If personal data you received through Citivo is lost, stolen, accessed without authority, altered, destroyed, or disclosed or used in breach of this section — including by one of your service providers under clause 10.3(b) — you must tell us.

(b) How, and how quickly. Tell us in writing, by email to our Grievance Officer at the address in clause 14.4, within 24 hours of becoming aware of it. Do not wait until you have established the full picture: tell us what you know, and follow up as you learn more. A late notification is itself a breach of this clause.

(c) If it is urgent, say so — but the email is what counts. Mark the subject line urgent and say plainly that you are reporting a data breach, so that it is picked up quickly. Where we publish a telephone number at https://www.citivo.in/contact you may call it as well, but a call on its own does not satisfy this clause, because it leaves no record of what was said or when. Send the email in any event.

(d) What to include, so far as you know it: what happened and when, whose data was affected and roughly how many people, what data was involved, what you have done about it, and how we can reach whoever is handling it on your side.

(e) Then cooperate. You must cooperate fully and promptly with our investigation, and with anything we are required to do in response — including any notification we must make to the Data Protection Board of India, to affected users, or to any other authority, and any deadline we are working to.

(f) Why the 24 hours matters. Our own obligations start running when we learn of a breach, and we cannot meet them if you tell us late. That is why this clause sets a time rather than saying "promptly".

10.6 Keep it only as long as you need it. You may keep personal data received through Citivo only for as long as the purpose in clause 10.1 actually requires, or for any longer period the law positively requires of you. When that purpose ends, delete it — and delete it from backups, exports, spreadsheets, messaging apps and any device it was copied to, not only from the system you first received it in.

(a) An enquiry that goes nowhere should not be kept once it is plain nothing will come of it.

(b) A completed dealing may be kept for as long as you need it for your records, your warranty or after-sales obligations, or the tax and accounting periods the law sets.

(c) A job application is different, and stricter. A curriculum vitae, an identity document, a photograph, an educational or employment record, or anything else an applicant sends you may be used only to consider that person for the role advertised. You must not use it to consider them for anything else, add them to a candidate database, share it within a group of companies, or pass it to a recruiter, without their separate consent. Once the role is filled or withdrawn, delete it, unless the applicant has agreed you may keep it or the law requires you to.

(d) If we ask you to delete something because the person has withdrawn consent, exercised a right under data-protection law, or deleted their Citivo account, you must do so promptly and confirm to us that you have.

10.7 Honour opt-outs. If we tell you that a person has asked not to be contacted, you must stop contacting them.

10.8 You are responsible for your own compliance. You must comply with all applicable data-protection law in your own right in respect of that data. Nothing in this section makes Citivo responsible for how you handle it.

10.9 If you breach this section we may suspend your access to enquiry data, suspend or terminate your account, and take legal action. This is in addition to any liability you may have under data-protection law, and to your indemnity in clause 19.

11. Communications from us

11.1 We send three kinds of message:

(a) Service messages you cannot switch off, because they are how the Platform works — one-time codes, Consent Requests, payment and order confirmations, security notices, and notices about your account, including notices about deletion.

(b) Activity messages about things you have asked to follow — changes to a saved listing, updates in your chosen city. You can switch these off in your notification settings.

(c) Promotional messages about offers, advertisements and features. You can switch these off in your notification settings, and we send them only where you have consented to receive them.

11.2 Switching off promotional messages does not stop service messages. If you do not want service messages, you must stop using the Platform and delete your account.

11.3 Our messaging is subject to the applicable telecom regulations governing commercial communications in India, including registration of senders and templates and the national preference register. Transactional and service messages are treated differently from promotional ones under those regulations.

11.4 How we deliver service messages, including one-time codes.

(a) We may use any channel bound to your registered mobile number. That includes SMS, WhatsApp or another messaging service linked to that number, an automated voice call, a push notification to a device signed in to your account, or a message shown in the Platform itself. Where you have given us an email address, we may use that too.

(b) We may change the channel at any time, for everyone or for a particular message, without notice to you. We may send the same message by more than one channel, and we may fall back to another channel where the first does not reach you.

(c) Your registered mobile number remains your account identifier whichever channel we use. Changing how a code is delivered does not change what identifies your account, what is needed to sign in, or what is needed to delete it (clauses 3.1 to 3.3 and 20.1). A code delivered by any of these channels has the same effect as one delivered by any other.

(d) You must keep that number, and any messaging account linked to it, reachable by you. If you give up the number, lose access to it, or close a messaging account we deliver to, you may be unable to sign in or to delete your account yourself. If that happens, there is an alternative route — see §8 of our Privacy Policy.

(e) Delivery depends on networks and services we do not control. We are not liable for a message that is delayed, blocked, filtered, or never delivered by a network operator, messaging service, handset or app — including where you have blocked our sender, uninstalled an app, run out of connectivity, or where your number has been reassigned to someone else by your operator.

11.5 WhatsApp messages, groups and communities.

(a) WhatsApp messages are optional and rest on your consent. We send WhatsApp messages only where you have consented to receive them, and you may withdraw that consent at any time in your notification settings. Withdrawing it does not stop the service messages in clause 11.1(a), which we may still deliver by another channel under clause 11.4.

(b) We may send you a group link, and we may add you to a group or community ourselves. Where you have consented to WhatsApp communication, we may send you an invitation link to a WhatsApp group, community, channel or broadcast list — one we run, or one run by someone else — and we may add you to one directly, using your registered mobile number, without asking you again each time. Your consent to WhatsApp communication is what permits this, and the consent we ask you for says so.

You are never obliged to stay. You may leave any group or community at any time, in WhatsApp. You do not have to join or remain in any of them in order to use Citivo, and leaving one has no effect on your Citivo account.

We will not put you back. If you leave a group, or withdraw your WhatsApp consent, we will not add you to that group again, and we will not add you to new ones.

(c) A WhatsApp group is not part of Citivo. It runs on WhatsApp, under WhatsApp's terms and privacy policy, not ours. We do not host it and it is not within our control; clause 9.11(i) applies to it as it does to any other destination reached from the Platform.

(d) Your mobile number becomes visible to other members. This is the main consequence of consenting to WhatsApp communication, so please weigh it before you consent. This is how WhatsApp groups work and we cannot change it. Anyone in the group — including people with no connection to Citivo — may see your number and your WhatsApp profile name and photograph, and may save it, use it or contact you on it. Clause 6.5 binds anyone who obtains your number this way, but we cannot control who sees it, and we cannot take it back once they have. If you would rather this did not happen, do not give WhatsApp consent — or withdraw it, and leave any group you are already in.

(e) What we post in a group, including advertising. In a group or community we run, we may post updates about Citivo and the Platform, and we may also post promotional and advertising content — our own, and that of third parties. That includes businesses and advertisers with no Listing on Citivo, whose promotion was not bought through the Platform, and we may be paid for posting it. Your consent to WhatsApp communication covers this, and the consent we ask you for says so.

A promotion in a group is not a recommendation. We do not verify a third party's claims, goods, services, prices or offers before posting them, and posting one is not an endorsement of it, or a statement that it is genuine, lawful, accurate or safe (clauses 4.3 and 4.5). Anything you do in response is between you and that third party. Citivo is not a party to it and is not responsible for it (clause 4.2). Satisfy yourself who you are dealing with before you pay anyone or share anything with them.

Posting an advertisement does not mean we have given anyone your number. We do not pass your contact details to a business because we promoted it to you. But your number is visible to everyone in the group (paragraph (d)) — so if an advertiser, or anyone working for one, is a member of that group, they can see it exactly as any other member can.

(f) We do not moderate what is posted in a group. Messages there are posted by its members, not by us, and we do not review them (clause 4.9). Where a group is run by someone other than us, we have no control over it at all — over who is added, what is posted, or whether it continues to exist.

(g) If you withdraw your consent, you must leave the groups yourself. Withdrawing consent stops us sending you further WhatsApp messages, and stops us adding you to any further group or community. It does not remove you from any group or community you have already joined, and we will not remove you from one. Leaving is done in WhatsApp, by you, and only you can do it. Where a group is one we run, we may remove you from it or close it at any time — but that is our discretion, not an obligation we owe you.

(h) Deleting your Citivo account does not remove you from a group either. It ends your relationship with us. It does not take you out of a WhatsApp group you joined, and it does not remove your number, or anything you posted there, from that group or from the devices of its members. If you want to leave, you must do it yourself — we suggest before you delete your account, while you can still find the invitation.

12. Payments, Credits and refunds

This section applies to anyone who pays us for anything. That includes a Featured Placement on a Listing, Event, Offer, Marketplace Item, Catalogue or Influencer Profile, and it includes an Advertisement — a carousel slot on any tab, a banner, a full-page or interstitial placement, a promoted position in a feed or in search results, or any other advertising position we sell, wherever in the Platform it appears. It applies whether you paid in money or in Credits.

How to read this clause 12. Except where the context requires otherwise, a reference in this clause to a Featured Placement includes an Advertisement, and any other paid placement, position, promotion or service we sell you, however it is described in the app or on a receipt. Where a clause is meant to apply to only one of them, it says so.

Use of the Platform is otherwise free for App Users, though we may introduce charges in future on reasonable notice.

12.1 What you are buying. When you buy a Featured Placement you are buying visibility on the Platform for a stated period — position, prominence or reach.

12.2 You are not buying an outcome. We do not guarantee any number of impressions, views, clicks, enquiries, leads, customers, sales or any other result, and no such guarantee may be inferred from any figure, estimate or projection we or anyone acting for us may have mentioned.

12.3 Prices, taxes and invoices.

(a) The price you see is the price you pay. Prices are as shown at the time of purchase and are inclusive of any tax we are required to charge, unless we state otherwise before you pay.

(b) We are not currently registered for Goods and Services Tax. At present we do not charge GST on what you buy from us, we do not collect a GSTIN from you, and the receipt we issue is a receipt, not a tax invoice. This means you cannot claim input tax credit on a purchase made while that remains the case, whatever your own GST position may be. If input credit matters to you, please take this into account before you buy.

(c) This may change, and we will tell you when it does. We may become registered for GST in future. If and when we are:

    (i) we will issue tax invoices carrying our GSTIN;

    (ii) we may ask you for your GSTIN and allow you to save it to your account, so that an invoice can be issued showing it;

    (iii) GST may be shown separately on, or added to, the price of purchases made from that point onwards. Where tax is added to a price rather than absorbed within it, we will make that clear before you pay;

    (iv) a purchase you have already made is not affected. We will not ask you for additional tax on something you have already paid for, including where a paid period continues past the date we become registered.

(d) If we accept a GSTIN from you, it is yours to get right. Where we do accept one, you are responsible for giving us a correct and current GSTIN and correct associated details. If you give us an incorrect GSTIN, give none at all, or give one only after an invoice has been issued, you may be unable to claim input credit — and that is your responsibility, not ours. We are not obliged to reissue, amend or backdate an invoice, although we will try where we reasonably can.

(e) None of this is tax advice. Your own tax position — registration, credit, reverse charge, or anything else — is a matter for you and your own advisers.

12.4 Compliance for the whole paid period. By buying a Featured Placement you confirm that the Listing or other Content it applies to complies with these Terms, and you undertake to keep it compliant for the entire period you have paid for.

12.5 No refund where we remove Content for a breach. If we suspend, unpublish or remove the Content during a paid period because it breaches these Terms or the law, the payment for the remainder of that period is forfeited. You consent to this at the time of purchase, and we keep a record of that consent.

12.6 No refund where you take the Content down yourself. If you unpublish or delete the Listing, Event, Offer, Advertisement or other Content yourself, or if you delete your Citivo account, the remaining paid period stops and is not refunded. Deleting your account is a voluntary termination by you for the purposes of this clause.

12.7 Credits.

(a) Credits can only be earned. They cannot be bought, topped up, transferred, gifted, exchanged for money, or withdrawn.

(b) Credits may be given an expiry date. Where a Credit carries one we will show it to you — when the Credit is issued, and on your Credit balance — and the Credit lapses on that date and is not restored.

(c) Credits can be used only towards Featured Placements on the Platform.

(d) If your account is deleted, any unused Credits are cancelled and are not refunded or converted to money. This applies whether you delete the account or we terminate it.

(e) We may cancel Credits that were obtained through fake accounts, self-referral, or any other manipulation, and may suspend the accounts involved.

(f) We may change the value of Credits or how they may be used, on reasonable notice.

12.8 If we cancel for our own reasons. If we end a Featured Placement for our own operational reasons — and not because of anything you have done wrong — we will refund the unused part of what you paid, either in money or in Credits, as you choose.

12.9 How payment is taken. Payments are processed by Razorpay. Your use of Razorpay is subject to Razorpay's own terms and privacy policy. We never receive or store your card number, your UPI PIN, your passwords or your bank login details — you enter those on Razorpay's screens or in your own UPI app, and they do not reach us. What Razorpay does send us is a record of the payment, including the last four digits of a card and, for a UPI payment, the UPI ID you paid from. §3.3 of our Privacy Policy sets out what that record contains, and §8 how long we keep it.

12.10 No payments between users. Citivo does not process payments between App Users and Business Users, does not hold money on behalf of any user, does not operate a wallet, and does not make payouts. The only payments on the Platform are payments to Citivo for Featured Placements.

12.11 Refunds and cancellations are also described in our Refund and Cancellation Policy, which sets out how to ask for a refund, how long we take to deal with a request, and how money is returned. That policy supplements this clause 12; it does not replace it. Where the two differ, this clause 12 governs.

12.12 What is free now may not stay free.

(a) Publishing on Citivo is free today, apart from Advertisements and Featured Placements. We may introduce a charge in future for anything currently free — including creating a Listing, Event, Offer, Marketplace Item, Catalogue or Influencer Profile, keeping one published, publishing more than a stated number of them, or using a particular feature.

(b) Having published something while it was free does not entitle you to keep it free. No entry carries a permanent right to be published at no cost, however long it has been live and whenever it was created. We may, but are not obliged to, exempt entries that already exist when a charge is introduced.

(c) We will tell you before it applies to you. We will give you reasonable notice of any new or changed charge, of what it covers and of the date it takes effect, by any means described in clause 11.4. Clause 23.3 applies to it as a material change.

(d) If you do not pay, we may take it down. Where a charge falls due for something you have published and is not paid by the date we gave you, we may unpublish it, restrict it, stop displaying it, or remove it, and may limit or withdraw any feature the charge relates to. We may do so without further notice once that date has passed. Unpublishing under this clause is not deletion of your account — clause 20 and §8 of our Privacy Policy govern that.

(e) We will not charge you again for something you have already paid for. A charge introduced under this clause does not apply to a paid period you have already bought and that is still running.

(f) Nothing is owed to you for the time it is down. We are not liable for any loss of visibility, enquiries, customers or business while an entry is unpublished or restricted under this clause. If you pay afterwards we may restore it, but we are not obliged to restore its previous position, ranking, saves, likes or engagement (clauses 4.6 and 12.2).

(g) You do not have to pay, and you can leave. If you would rather not, you may unpublish the entry yourself or delete your account (clause 20). Clause 12.6 applies to anything you had already paid for.

13. Referral programme

13.1 We may issue Credits when someone you refer joins Citivo and takes the qualifying actions we describe in the programme at the time.

13.2 Referral Credits are Credits, and clause 12.7 applies to them in full.

13.3 We may withdraw, void or reverse referral Credits, and suspend the accounts involved, where we reasonably believe a referral was not genuine — including self-referral, referral through accounts created for the purpose, or any other manipulation.

13.4 We may change or end the referral programme at any time. Credits already validly issued are not affected, but they remain subject to their expiry.

14. Reporting content, moderation and grievances

14.1 Reporting. If you believe Content on the Platform is unlawful, infringing, fraudulent, defamatory, or in breach of these Terms, tell us. You can report it in the app, or write to our Grievance Officer at the address in clause 25. Please tell us what the Content is, where it is, and why you say it should be removed.

14.2 What we do with reports. We review reports and may remove or restrict Content, suspend accounts, or decline to act, at our discretion. We may tell the person who posted the Content that a report was made and what it said.

A report is not an instruction. Reporting something does not oblige us to remove it, restrict it, or take any step at all. We assess a report against these Terms and against the law — not against whether the person reporting it is unhappy with what they have seen.

Many reports are not matters we can properly act on. Without limiting the above, we may decline to act where, in our view:

    (a) the report is a disagreement with an opinion, a review, a rating or a point of view, rather than a breach of these Terms or of the law;

    (b) the Content is unflattering, critical or commercially unwelcome, but appears to be genuine (clause 7.4);

    (c) the complaint is really a private, contractual or commercial dispute between the person reporting and another user. We are not a court, and we have no way to decide such a dispute (clause 9.14(a));

    (d) the report turns on facts we have no means of verifying, or asks us to decide which of two people is telling the truth;

    (e) it appears to be made to damage a competitor, to suppress fair criticism, or otherwise in bad faith;

    (f) it repeats a report we have already decided and gives us nothing new to consider;

    (g) it is too vague to act on. We may ask for more information, and may close the report if we do not receive it;

    (h) the matter is already before a court or an authority, or is more properly one for them than for us.

Declining is a decision, and we will tell you. Where we decline to act, that is our disposal of your complaint for the purposes of clause 14.5, and we will tell you within the time stated there. We are not obliged to give detailed reasons, to explain how we assessed the Content, or to enter into correspondence about it. If you disagree with our decision, you may appeal under clause 14.7.

Some complaints need a court order, not a report to us. Where Content is not in one of the categories in clause 14.6 and is not unlawful on its face, a private complaint — including one saying that Content is defamatory, false, malicious or damaging to a reputation — does not by itself oblige us to remove it. An intermediary is not required to judge such a claim, and we are not equipped to: deciding whether a review of a business is true, fair or defamatory is a question for a court, on evidence, and not for us on a report form. Where you say Content about you is defamatory or otherwise actionable, we may require an order of a court, or a direction from a government authority with jurisdiction, before we remove it (clause 14.9). Until then we may leave it in place, and our doing so is not a view by us about whether it is true.

This does not apply to the urgent categories. Nothing in this clause 14.2 applies to a complaint of a kind listed in clause 14.6, which we act on within the time stated there.

Do not misuse reporting. Submitting reports you know to be unfounded, or making repeated or automated reports in order to harass another user or to have lawful Content taken down, is a breach of clause 6. We may restrict your access to reporting, or to the Platform, if you do it.

14.3 Our moderation is due diligence, not editorial control. We review Content to meet our obligations as an intermediary and to keep the Platform safe. Doing so does not mean we have reviewed, approved or endorsed any Content, and it does not make us the author or publisher of anything a user posts.

14.4 Grievance Officer. In accordance with the Information Technology Act, 2000 and the rules made under it, our Grievance Officer is:

Name: Aditi Sagar Sontakke

Designation: Chief Executive Officer

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

Email: support@citivo.in

Any other contact details for our Grievance Officer — including a telephone number, where we publish one — are at https://www.citivo.in/contact. We record and act on complaints from what reaches us in writing, so please put yours in writing even if you have spoken to us: a call on its own leaves no record of what was said or when, and writing is what starts the timelines in clause 14.5.

14.5 Our commitments. We will:

(a) acknowledge your complaint within 24 hours, and give you a reference number and an expected resolution date;

(b) resolve it within 15 days of receiving it;

(c) tell you, with a revised date, if we need longer, and explain why.

14.6 Some complaints have shorter statutory deadlines. The timelines in clause 14.5 are our general commitment. Certain categories must be dealt with faster, and we will:

(a) act on a valid order of a court or a government authority within the period that order or the law specifies;

(b) act within 24 hours on a complaint that Content shows a person in a sexual act, in nudity, or in an impersonated or digitally altered form of that kind, and remove or disable access to it;

(c) act on other categories within any shorter period the law prescribes.

14.7 If you are not satisfied with our decision, you can appeal. If our Grievance Officer rejects your complaint, or you are unhappy with how it was resolved, you may appeal to the Grievance Appellate Committee established under the Information Technology (Intermediary Guidelines and Digital Media Ethics Code) Rules, 2021, within 30 days of receiving our decision.

How to appeal. Appeals are filed online, at the Grievance Appellate Committee portal — https://gac.gov.in. You register there using Aadhaar authentication, and your appeal is routed to the appropriate Committee. The whole process is conducted digitally, and the Committee aims to decide an appeal within 30 days.

This right is yours, not ours to give or withhold. You do not need our permission to appeal, and we will not treat an appeal as a reason to act against your account.

14.8 We keep records of what we remove. Where we remove or disable access to Content, we retain that Content and the associated records for the period the law requires for investigation purposes, even though it is no longer visible on the Platform.

14.9 Court and government orders. We will act on valid orders of a court or a government authority with jurisdiction, including orders to remove Content or to disclose information. Where we are permitted to tell you that we have received such an order concerning you, we will try to.

15. Intellectual property

15.1 The Citivo name, logo, design, interface and software, and everything we have created that appears on the Platform, belong to us. These Terms give you permission to use the Platform as it is intended to be used, and nothing else.

15.2 You may not copy, adapt, reverse-engineer, frame, mirror or create derivative works from the Platform, or use our name or logo, without our written permission.

15.3 A Business User may use its own trademarks within its own Listing. That does not give it any right to use ours.

15.4 If you think your rights have been infringed by Content on the Platform, write to our Grievance Officer with details of the right you hold, the Content you say infringes it, where it is, and a statement that you believe in good faith that its use is unauthorised. We will deal with it under clause 14.

15.5 The Platform as a whole, and the directory within it.

(a) Individual Content belongs to whoever provided it (clause 5.1). The collection does not. The selection, arrangement, structure and organisation of the Platform's entries — our categories and sub-categories, our facet and attribute lists, our tags, our taxonomy, our ranking and rating methodology, our verification criteria and badge designs, our layouts, screens, flows and copy, and any enrichment, correction, normalisation, de-duplication or categorisation we apply to what is submitted — are ours.

(b) We do not claim the underlying facts. That a particular shop is at a particular address with a particular telephone number is a fact, and we assert no ownership of it. What we assert is the work of compiling, organising and presenting those facts, which is our own.

15.6 Extraction, scraping and re-use of the directory. You must not, by automated means or by systematic manual effort, extract, copy, harvest, index, store or re-use any substantial part of the Platform or of the entries in it — whether at once or by repeated small extractions that together amount to a substantial part. This includes building, populating or improving any directory, database, listing service or product that competes with the Platform, and doing any of it through another person. This is both a breach of clause 6.3(d) and an infringement of the rights in clause 15.5.

15.7 No use of the Platform to train or build AI systems. You must not use the Platform, its Content, or any data obtained from it to train, fine-tune, evaluate, benchmark, ground or develop any artificial-intelligence or machine-learning model or system, or to build, populate or enrich any dataset for that purpose — whether you do it yourself, through a third party, or by supplying the material to someone else who does. No text or data mining of the Platform is permitted. Nothing on the Platform is offered as training material, and access to it grants no licence for that purpose.

15.8 Our name and our marks. Without our prior written permission you must not use "Citivo", our logo, or anything confusingly similar:

(a) in a domain name, an app name, a business or trading name, or a social media handle;

(b) as a keyword, search term, metatag, hidden text or advertising keyword — including bidding on our name in any advertising system;

(c) in a way that suggests you are, or are associated with, endorsed by, accredited by or acting for Citivo (clause 4.7); or

(d) altered, obscured, removed or combined with anything else, including a Citivo watermark (clause 5.6(d)).

15.9 No clones, and no reverse engineering. You must not decompile, disassemble or reverse-engineer the Platform or any part of it, except to the extent the law expressly permits and you cannot contract out of. You must not repackage, modify, republish or distribute our app, and you must not copy its look and feel, its screens or its flows in another product. Clause 17.9 applies to any modified or unofficially distributed version.

15.10 Feedback you send us. If you send us an idea, a suggestion, a feature request or a comment about the Platform, we may use it freely, for any purpose, without payment, attribution, confidentiality or obligation of any kind to you, and you will not claim any right in anything we build. We ask for nothing in confidence through these channels — if you want something kept confidential, do not send it this way.

15.11 Reservation of rights, and what we may do. All rights not expressly granted to you are reserved. Nothing in these Terms grants any licence by implication, estoppel or otherwise. A breach of this clause 15 may cause us harm that damages alone cannot repair, and we may seek an injunction or any other relief in addition to suspending or terminating your account, and to your indemnity under clause 19.

16. Third-party services

16.1 The Platform links to and integrates with services we do not control, including mapping services, payment services, messaging and notification services, and the websites and social media accounts of businesses.

16.2 We are not responsible for those services, for their availability, or for their content, accuracy or practices. Your use of them is subject to their own terms and privacy policies, and is at your own risk.

16.3 This includes every link, QR code, social media handle and website published by a business in its Listing or other Content. Businesses warrant that those destinations are genuine, theirs and safe (clause 9.11), but we do not check them (clause 17.6).

17. Disclaimers

17.1 The Platform is provided "as is" and "as available". We do not warrant that it will be uninterrupted, timely, secure or error-free, or that defects will be corrected.

17.2 We do not warrant the accuracy of Content. We give no warranty about the accuracy, completeness, currency or reliability of any Listing, review, rating, price, offer, opening hour, contact detail or other Content on the Platform, most of which comes from third parties.

17.3 We express no view on any Content. Everything published by users and businesses is theirs, not ours, and we neither endorse nor verify it (clause 4.9).

17.4 Healthcare and life-safety listings. Citivo does not operate an emergency service directory and does not accept Listings for emergency response services (clause 4.8(a)). Clause 4.8 applies to every Listing for a hospital, clinic, pharmacy or other medical or life-safety service. In an emergency, call 112, or 108 for an ambulance.

17.5 Verification does not eliminate risk. A Verification Badge does not warrant that a business is honest, solvent, lawful or competent — see clause 4.4. We give no warranty that using the Platform will protect you from fraud, misrepresentation or poor service by any business.

17.6 We do not check where links take you. Listings and other Content may contain links, QR codes, social media handles, websites and contact details supplied by businesses. We do not scan, test, monitor or verify any of them. Following a link or scanning a code published on Citivo takes you somewhere we do not control and have not checked. Treat anything that asks you for a password, a one-time code, card or bank details, or an advance payment with the same caution you would anywhere else on the internet — and tell us if you find something that should not be there (clause 14.1).

17.7 We disclaim all warranties, express, implied or statutory, including any implied warranty of merchantability, fitness for a particular purpose, and non-infringement, to the fullest extent permitted by law.

17.8 We depend on infrastructure and services we do not own. The Platform runs on third-party cloud hosting, networks, content delivery, storage, databases, messaging and payment services, app stores, device operating systems, and the mobile networks you connect over. If any of them fails, degrades, is attacked or is withdrawn, the Platform may become slow, partly unavailable or wholly unavailable, and we may be unable to prevent it or to say when it will be restored. We are not liable for loss arising from any failure, outage, suspension, degradation, latency, data loss or security incident at such a provider, or from any act or omission of one. Clause 18 applies, and clause 22 may also apply.

We may change providers, features, or the Platform itself. We may add, alter, suspend or withdraw any part of the Platform, or move it between providers, at any time. Where a change materially affects something you have paid for, we will give reasonable notice, and clause 12.8 governs a placement we end for our own reasons.

17.9 Software has defects, and some of them are not obvious. The Platform is software. It will contain errors — including errors we do not know about, and errors that may not come to light for a long time. We do not warrant that it is free of them, that we will find any particular one, or that we will fix one we have found. We are not liable for loss arising from a defect, a miscalculation, a failed or repeated operation, Content displayed incorrectly or shown to the wrong person, a notification not sent or sent late, or data recorded, altered or lost in error — except to the extent clause 18.4 applies.

You must keep your app up to date. We support the current version of the app and, where we say so, a limited number of recent versions. A fix — including a security fix — reaches you only when you update. If you keep using an outdated version of the app, or a device or operating system we no longer support, the Platform may behave incorrectly, may be less secure, or may stop working altogether, and we are not liable for anything arising from your not having updated. Where an old version has to be retired for security or compliance reasons, we may disable it without notice.

You must not tamper with the app. We give no warranty, and accept no liability, in respect of a modified, repackaged, rooted, jailbroken, emulated or unofficially distributed version of the app, or one obtained from anywhere other than an official app store.

17.10 Security, and what happens if something goes wrong.

(a) No system is perfectly secure. We take the measures described in §11 of our Privacy Policy, but we cannot and do not warrant that the Platform, or data held in it, will never be accessed, disclosed, altered or destroyed without authorisation — whether through an attack on us, an attack on a provider we depend on, a compromised credential, wrongdoing by a person with access, or an error.

(b) What we will do, and what we do not attempt to exclude. If a personal data breach occurs we will act as §11.5 of our Privacy Policy and the law require, including notifying the Data Protection Board of India and affected users. Nothing in these Terms reduces our obligations under the Digital Personal Data Protection Act, 2023, or our duty to take reasonable security safeguards, and nothing in this clause is intended to exclude any liability that cannot lawfully be excluded (clause 17.11).

(c) What we do not accept. Subject to paragraph (b) and to clauses 17.11 and 18.4, we are not liable for indirect or consequential loss arising from a security incident — including lost profit, lost business or opportunity, reputational harm, or loss arising from the onward use by any person of data obtained in such an incident.

(d) Your side of it. A large part of this risk turns on how an account is used. Clause 3.2 applies: keeping control of your registered mobile number, your device and the codes sent to you is your responsibility, and we are not liable for activity on your account resulting from someone else obtaining access to any of them, except to the extent it was caused by our own failure.

17.11 Nothing in these Terms excludes or limits any right you have that cannot lawfully be excluded or limited, including rights you may have as a consumer under the Consumer Protection Act, 2019.

18. Limitation of liability

18.1 We are not liable for what other people do. We are not liable for any loss or damage arising from:

(a) the acts, omissions, conduct or content of any Business User or any other user, including fraud, misrepresentation, defective goods, deficient services, or failure to supply what was advertised;

(b) anything published by a Business User that is used to defraud or attack a user — including phishing, credential or one-time-code harvesting, malware or other harmful code, impersonation of a business, bank, payment provider or authority, a deceptive payment request, or a link, QR code, handle or website that leads somewhere harmful (clause 9.11);

(c) any payment you make to a business or to anyone else, whether or not you found them through Citivo and whether or not the request reached you through a Listing;

(d) any transaction, dealing, communication or dispute between you and any business or other user, whether it began on the Platform or elsewhere;

(e) your reliance on any Listing, review, rating, price, offer or Verification Badge;

(f) any interruption, suspension or discontinuation of the Platform;

(g) any emergency, medical or life-safety service listed on the Platform failing to respond, to respond in time, or to respond adequately, and anything arising from reliance on such a listing (clause 4.8).

18.2 We are not liable for indirect loss. We are not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profit, revenue, business, goodwill, opportunity or data, however caused.

18.3 Cap on our liability. Our total aggregate liability to you, for all claims arising out of or in connection with these Terms or your use of the Platform, is limited to:

(a) if you are a Business User — the greater of the total amount you paid us in the twelve months immediately before the event giving rise to the claim, or ₹5,000; and

(b) if you are an App User — ₹1,000.

The floor in paragraph (a), and the amount in paragraph (b), are deliberately not "the amount you paid us": for a user who has paid us nothing that would be zero, and a cap of zero is not a limitation of liability but a total exclusion of it.

18.4 These limits do not apply to liability for our own fraud, wilful misconduct or gross negligence, to liability for death or personal injury caused by our negligence, or to any liability that cannot lawfully be limited.

19. Indemnity

19.1 If you are a Business User, you will defend, indemnify and hold harmless Citivo, its directors, officers and employees against any claim, demand, loss, liability, damage, cost or expense (including reasonable legal costs) arising out of or in connection with:

(a) any Content you submitted being false, misleading, unlawful or infringing;

(b) your conduct towards any customer or user, including fraud, misrepresentation, breach of consumer-protection law, or failure to supply goods or services as advertised;

(c) your not holding a licence, registration or approval you were required to hold;

(d) any transaction or dispute between you and a customer, whether or not it began through Citivo;

(e) your breach of clause 10 (personal data of Citivo users);

(f) any warranty you gave under clause 9.10 — by publishing an item, or by confirming it — being untrue when you gave it;

(g) anything you published being inauthentic, not yours, or unsafe within the meaning of clause 9.11, or any harm suffered by any person as described in clause 9.12;

(h) anything in an Advertisement you published or paid to publish — including an Advertisement naming, showing or referring to another person, business, organisation, community or identifiable place without the consent or authority required by clause 9.15(c), any breach of clause 9.15(d) (political advertising) or 9.15(e) (festival, religious and cultural content), and any claim brought by a person featured in it or by an election, regulatory or other authority (clause 9.16(b));

(i) your breach of these Terms.

19.2 If you are an App User, you will defend and indemnify us on the same basis, in respect of:

(a) any Content you posted — a review, rating, photograph, comment or anything else — being false, misleading, unlawful, infringing, or in breach of clause 6;

(b) your use of contact details obtained through the Platform, in breach of clause 6.5;

(c) your conduct towards any business, seller, employer or other user — including fraud, misrepresentation, non-payment, harassment or abuse;

(d) your breach of clause 8.9, or any dealing you entered into with another user through the Platform;

(e) anything you sent to a business in response to a Listing, including a job Listing, being untrue;

(f) your breach of these Terms.

19.3 This indemnity survives the end of your use of the Platform and the deletion of your account, in respect of anything that happened before it ended.

19.4 We will tell you promptly of any claim we seek to be indemnified for, and will not settle it without consulting you.

19.5 How a claim is handled, and your duty to take it on.

(a) "Defend" means what it says. Where a claim is made against us that you are liable to indemnify, we may require you to take over the conduct and defence of it at your own cost, using lawyers we reasonably approve. If you do, you must keep us informed and must not settle it on terms that admit anything on our behalf, impose any obligation on us, or leave any part of the claim outstanding against us, without our written agreement.

(b) If you do not take it on, we will — and you pay, without arguing afterwards about how we ran it. We cannot simply not appear: a claim naming Citivo is decided against Citivo if we do not defend it, whatever you may have promised us. So if you decline to take over a claim, fail to do so promptly, or do not conduct it properly, we may defend, settle or compromise it as we see fit, and recover from you everything it costs us — legal fees, and the full amount of any judgment or settlement. Where we asked you to take it over and you did not, you may not afterwards dispute how we conducted it, what we agreed, or what we paid. You must reimburse us within 30 days of our written demand, and an amount not paid by then carries interest at 12% per annum from the date of the demand until it is paid.

(c) You must help us, whether or not you take it on. You must give us, promptly and without charge, the documents, records, information and assistance we reasonably need to deal with the claim — including anything evidencing the permissions, consents and licences you told us you held.

(d) We may bring you into the proceedings. Where anyone brings a claim against us over something you published, paid to publish, or did, we may join you to those proceedings, or bring proceedings against you in respect of the same matter, so that the question of your responsibility is decided at the same time.

(e) We may tell the claimant who you are. Clauses 9.16(e) and 14.9 apply. Where a claim concerns your Content, we may give the claimant your identity and contact details so that they may pursue you directly, and we may tell them that we say responsibility rests with you.

(f) None of this makes us your lawyer, or you ours. Each of us remains free to take our own advice and to protect our own position.

(g) Refusing is itself a breach. Failing to take over a claim when we require it, failing to give us the assistance in paragraph (c), or failing to reimburse us when due, is a breach of these Terms in its own right. We may suspend or terminate your account, unpublish your Content, end any Featured Placement without refund, and cancel your Credits — and we may set off anything you owe us against anything we hold for you or owe to you.

20. Ending your use of Citivo

20.1 You may delete your account at any time, either in the app (Profile → Delete account) or, without signing in, at https://citivo.in/delete-your-account. Both require a one-time code sent to your registered mobile number. How deletion works, what is erased, what we keep and for how long are set out in §8 of our Privacy Policy, which forms part of these Terms.

20.2 Deleting your account is a voluntary termination by you, with these consequences:

(a) unused Credits are cancelled, with no refund and no cash conversion (clause 12.7(d));

(b) any Featured Placement still running stops, and the unused period is not refunded (clause 12.6);

(c) everything you published is taken off public view immediately, before deletion becomes final — your Listings (including a business, shop or service provider, an office, a religious place, a public service or a job entry), and your Events, Offers, Marketplace Items, Catalogues, Advertisements and Influencer Profile, together with the images, video, contact details, links and other Content in them. Paragraph (d) is the only exception. Note that taking Content off public view does not reach copies other people already hold — a screenshot, a link someone opened earlier, or anything posted in a WhatsApp group (clause 11.5(h));

(d) reviews you wrote — of a business, an Event, a Marketplace Item, an Influencer Profile or anything else — remain published, no longer shown as yours (clause 7.5);

(e) the clauses listed in clause 20.7 continue to apply.

20.3 We show you (a) and (b) before you confirm, in the app and on the public deletion page.

20.4 If you hold an administrative role on the Citivo platform, you cannot delete your own account until that role has been removed by another administrator.

20.5 We may suspend or terminate your account — with notice where it is reasonable to give it, and without notice where the breach is serious or the law requires it — if you breach these Terms, if we reasonably believe you have acted fraudulently or unlawfully, if payment due to us is not made, or if we are required to.

20.6 If we terminate for our own operational reasons, and not because of anything you have done wrong, clause 12.8 applies and we will refund the unused part of any Featured Placement.

20.7 What survives. Clauses 5.2 (licence, to the limited extent stated in it), 6.5, 7.5, 9.10(d), 10, 12.5, 12.6, 12.7, 15, 17, 18, 19, 21, 24 and this clause 20.7 survive the ending of your use of the Platform and the deletion of your account, in respect of anything that occurred before it ended. Ending your use of Citivo does not release you from an obligation you had already incurred, and does not extinguish a claim either of us had already acquired.

20.8 If we close Citivo down.

(a) We may stop operating the Platform permanently, in whole or in part. We hope not to, but you should know where you would stand.

(b) We will give you reasonable notice where it is practicable, in the app and to the contact details on your account, and we will tell you the date the Platform will stop being available.

(c) Use that notice to save anything you want to keep. Your Content remains yours (clause 5.1), but we will not be able to provide it to you once we have closed, and we do not undertake to keep it.

(d) Anything you have paid for. We will refund the unused part of any Featured Placement or Advertisement under clause 12.8 — this is our decision to stop, not a breach by you.

(e) Credits. Credits are not money and cannot be exchanged for cash (clause 1.9). We will give you a reasonable opportunity to use any Credits you hold before we stop, but unused Credits are cancelled when the Platform closes and are not refunded.

(f) Your personal data will be handled as set out in §8 of our Privacy Policy: deleted, except for records the law requires us to keep, which we will keep only for as long as it requires and then destroy.

(g) Closing the Platform is not a breach of these Terms, and is not a failure to perform them. Beyond the refund in paragraph (d), we are not liable for any loss arising from it, including lost visibility, enquiries or business. Clause 18 applies.

(h) If we become insolvent, what happens will be governed by insolvency law and may be outside our control. Paragraphs (b) to (e) describe what we will do in an orderly closure; they are not a guarantee that the same is possible in an insolvency.

(i) Clause 20.7 still governs what survives, in respect of anything that happened before we closed.

21. Governing law and disputes

21.1 These Terms are governed by the laws of India.

21.2 Let us try to sort it out first. If you have a dispute with us, please raise it with our Grievance Officer (clause 14.4) before taking it further. Most things can be resolved that way.

21.3 Arbitration. If a dispute is not resolved within 60 days of being raised, it will be referred to arbitration under the Arbitration and Conciliation Act, 1996, before a sole arbitrator.

(a) The arbitrator will be appointed by agreement between the parties. If the parties cannot agree within 30 days, the arbitrator will be appointed on the application of either party under section 11 of the Arbitration and Conciliation Act, 1996. Neither of us may appoint the arbitrator unilaterally.

(b) The seat and venue of arbitration will be Bangalore, Karnataka. The language will be English. The award will be final and binding, and the arbitrator will give reasons.

(c) Each party bears its own costs unless the arbitrator orders otherwise.

21.4 Your consumer rights are not affected. Nothing in clause 21.3 prevents you from approaching a Consumer Disputes Redressal Commission or any other forum where the law gives you that right, and nothing in these Terms waives a right you have under the Consumer Protection Act, 2019.

21.5 Subject to clauses 21.3 and 21.4, the courts at Bangalore, Karnataka have exclusive jurisdiction.

22. Events outside our control

22.1 We are not liable for any failure or delay in providing the Platform caused by something beyond our reasonable control, including natural disaster, epidemic, war, civil unrest, strike, failure of power or telecommunications, failure of a third-party service we depend on, or action by a government or regulator.

22.2 This clause does not apply to our obligations in respect of your personal data. Our duties to protect personal data, and to report a personal data breach, are not excused by this clause.

23. Changes to these Terms

23.1 We may change these Terms. When we do, we will update the version and effective date at the top and publish the new version.

23.2 For minor changes, we will notify you in the app, or by any channel described in clause 11.4, and your continued use of the Platform after the effective date means you accept them.

23.3 For material changes — including changes to fees, to liability, to indemnity, or to how we use your personal data — we will ask you to accept the new Terms before you continue using the Platform. Continued use alone is not treated as acceptance of a material change.

23.4 How we ask, and what your acceptance covers.

(a) If you are already signed in, we will show you the new Terms in the app and ask you to accept them before you carry on using the Platform.

(b) If you are signing in, the acceptance you give on the sign-in screen is acceptance of the version in force at that moment, which may be newer than the one you accepted before.

(c) We record the version you accepted, when you accepted it, and the version of the app you accepted it from, and we keep that record after your account is deleted.

(d) A minor change does not work this way. For changes within clause 23.2 we notify you, and continued use after the effective date is acceptance. We do not interrupt you for a correction or a clarification.

23.5 If you do not accept a change, you may stop using the Platform and delete your account under clause 20.

24. General

24.1 Entire agreement. These Terms and the Privacy Policy are the whole agreement between us about the Platform, and replace anything said or written before. Our Refund and Cancellation Policy also forms part of that agreement if you buy a Sponsored placement or an Advertisement — it explains how refunds are handled, and clause 12 governs where the two differ.

24.2 Only these Terms bind us. No representative, agent, reseller or salesperson has authority to vary these Terms, to give any guarantee about results, rankings, impressions, enquiries or revenue, or to promise anything not written here or in the order you accepted. If someone told you something that is not in these Terms, it does not bind us, and you should not rely on it. If you were told something important, ask us to confirm it in writing before you pay.

24.3 Severability. If any part of these Terms is held invalid or unenforceable, the rest continues in force, and the invalid part is treated as replaced by the closest valid provision that reflects its intent.

24.4 No waiver. If we do not enforce a right, we have not given it up.

24.5 Assignment. We may transfer our rights and obligations under these Terms to another entity, including as part of a merger, acquisition or sale of assets. You may not transfer yours without our written consent.

24.6 Notices. We will send notices to you in the app, or by any channel described in clause 11.4, using the details on your account. You may send notices to us at the address in clause 25.

24.7 Relationship. Nothing in these Terms creates a partnership, joint venture, agency or employment relationship between us.

24.8 Language. These Terms are made in English. If we publish a translation and there is any inconsistency, the English version governs.

25. How to contact us

Velynt Technologies Private Limited

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

CIN: U58200KA2026PTC216918

General support: support@citivo.in

Privacy queries: support@citivo.in

Grievance Officer: see clause 14.4

Changelog