Terms

Who you are contracting with

These terms are between you and:

CITIGO FLEET & MOBILITY LTD
Registered in England and Wales, number 16236668
30 Naseby Street, Liverpool, England, L4 5TT

They apply to the CitiGo website, the CitiGo applications, and the services you request through them. Where a country annex differs, the annex applies in that country.

Eligibility and your account

• You must be an adult in your country and legally able to enter a contract.
• One account per person. Profiles within it may represent a household or an organisation.
• The details you give must be accurate, and kept accurate — a wrong address or phone number is the usual reason a service cannot be delivered.
• You are responsible for what happens on your account, and for keeping your device and sign-in secure.
• Where you act for an organisation, you confirm you are authorised to bind it.

If you think your account has been accessed by somebody else, use Sign out everywhere in Account and contact support@citigo.io.

What CitiGo offers

CitiGo covers Move, Send, Order, Travel, Health, Rent, Home Services, Experiences, Explore, Pay, Family, Vehicle Care, Education and Care, Personal Services, and AI Concierge.

Which of these operate, and how, differs by country — availability, currency and local requirements are resolved per service and per market at the time you ask. A service being described here does not mean it is available where you are.

CitiGo's role

This distinction decides who is responsible for what.

• Where CitiGo delivers the service, CitiGo is responsible for delivering it.
• Where an independent provider delivers it — a driver, courier, clinician, rental company or tradesperson — CitiGo arranges and coordinates the request, and that provider is responsible for the service itself and for its own regulatory obligations. Their terms apply in addition to these and are shown before you book.

Which applies is stated on the country page for each service, and before you commit.

Requests, commitments, cancellation and refunds

A request becomes a commitment when you confirm it. At that point CitiGo issues a reference number and a response date, and revalidates the service, your country and the requirements that apply — because something confirmed ten minutes ago is a statement about ten minutes ago.

Cancellation terms depend on the service and how far it has progressed, and are shown before you confirm. Where a refund is due, it is returned by the route the payment came in.

CitiGo may be unable to fulfil a request — no availability, a regulatory restriction, or an address that cannot be reached. You will be told, and anything taken for it returned.

Payment

You authorise payment when you confirm it. Amounts are shown in the currency of your country before you do.

CitiGo never receives your card number, CVV or bank credentials — they are entered on the payment provider's own screen. CitiGo will never ask you for them.

Unresolved payments. A payment CitiGo cannot yet account for is reported as unresolved, not as failed, and you should not pay again. The two are different: an unconfirmed payment may still have been taken, and paying twice turns uncertainty into a definite double charge. CitiGo resolves it from the payment record and tells you the outcome.

Refunds and disputes are handled under complaints and disputes.

Health services

Health services are delivered by regulated providers, not by CitiGo. CitiGo arranges the appointment and passes on what the provider needs.

• CitiGo does not provide medical advice, diagnosis or treatment, and nothing in the app is a substitute for professional judgement.
• CitiGo is not an emergency service. In an emergency, contact your local emergency number.
• The clinician is responsible for the care they give and for their own clinical record.
• Health information is used only to arrange and deliver what you asked for, and never for marketing.

Location and addresses

Precise location is used only when you ask for it, for that request. If you refuse the permission, enter an address instead — the service works the same way.

You are responsible for the accuracy of an address you give and for having the right to share an address that is not your own. An address is disclosed to a provider only when they need it to reach you.

Acceptable use

You must not:

• use CitiGo unlawfully, or to arrange anything unlawful;
• impersonate somebody, or use another person's account or payment method;
• abuse, threaten, harass or discriminate against a provider, another customer or CitiGo staff;
• interfere with the service, attempt to bypass its security, or access data that is not yours;
• scrape, resell or redistribute CitiGo's content or data;
• submit false requests, false disputes or fraudulent payments.

Providers are held to the same standard. Report a breach by either to support@citigo.io.

Suspension and closure

CitiGo may suspend or close an account where there is fraud, a safety risk, a serious or repeated breach of these terms, or a legal requirement. Where it is safe and lawful to do so, you will be told why and how to respond.

You can close your account at any time in Account. Closure discloses what is retained and why before you confirm — some records must be kept for a legally required period.

Complaints and disputes

Contact support@citigo.io with your reference. If the reply does not resolve it, ask for it to be escalated and it moves to a senior member of support.

A dispute about an outcome or a charge is recorded against the request and handled through CitiGo's dispute process, separately from the person who answered first.

Where an independent provider delivered the service, CitiGo will help you raise it with them and will provide the record of the request.

Nothing here removes rights you have under the consumer law of your country, including any right to complain to a regulator or ombudsman, or to bring a claim in your local courts.

Country terms and governing law

CitiGo does not open a service in a country until its country terms have been approved and published. Those terms will cover governing law, jurisdiction, local consumer rights, licences and partner responsibilities, and will be shown before you commit to a service.

The country pages below describe planned launch markets and operational context. They are not country legal annexes, and no service is made available merely because a country is listed.

When approved country terms are published, they will form part of these terms for that country. Mandatory consumer protections where you live apply regardless of anything here.

Changes to these terms

This is version 1.0, effective 2026-09-04.

Material changes are published with a new version and effective date, and account holders are told before they take effect. Continuing to use CitiGo after that date accepts the new version; if you do not accept it, you can close your account.

History

• 1.0 — 2026-09-04 — First application and service terms. Replaces the earlier website-only terms.

Contact

Support: support@citigo.io — see support.
Privacy: support@citigo.io — see the privacy policy.
Registered office: 30 Naseby Street, Liverpool, England, L4 5TT.