How requests work
What CitiGo commits to when you submit a request, and how to change or challenge it.
Three ways a service is fulfilled
Every CitiGo service is fulfilled in one of three ways, decided by the service and your country rather than by you. The way yours will be handled is shown before you submit, and again on your confirmation.
- Book now. Booked online from start to finish. Confirmed immediately, with a reference you can use for support.
- Request now. CitiGo operations coordinates fulfilment for you. Acknowledged with a reference straight away, and answered by a person within one working day.
- Book with a partner. Fulfilled through a verified partner in your country. Acknowledged with a reference straight away, and matched to a verified partner within two working days.
Your reference number
Every request gets a unique reference in the form CG-XXXX-XXXX, shown on screen as soon as it is accepted. It is how support finds your request without you having to explain it again, and it is what you need to cancel.
Response times
Requests coordinated by CitiGo operations are answered by a person within one working day. Requests fulfilled by a verified partner are matched within two working days. Your confirmation shows the actual date, calculated when you submit.
Progress updates
Updates are sent to the email address on the request: when it is acknowledged, when it is assigned, and when it is fulfilled or closed. If you would rather be telephoned, add a number and say so in the request.
Support
Support is reachable at the address and hours published on your country page. Quote your reference and support can see the request, its status and its response date.
Cancelling
You can cancel any request that has not been fulfilled, using your reference number and the email address you used. A request that has already been fulfilled cannot be cancelled — raise it with support instead, and it will be handled as a dispute.
Disputes
If a request was not fulfilled as described, contact support with the reference. CitiGo reviews the request record, the response times and, where a partner was involved, the partner's account of it. Where money has been taken, a refund goes back to the method it was paid from and is linked to the original charge. If you are not satisfied with the outcome, you can ask for it to be escalated, and CitiGo will tell you who reviewed it.
Regulated services
Healthcare requests are fulfilled by licensed healthcare providers. CitiGo arranges the appointment and the practical parts around it — it does not diagnose, give medical advice or prescribe. Payment and wallet services are provided by authorised payment institutions, named before you are asked for any detail.