This page explains how a Citiveo business subscription is cancelled, what happens in each scenario, and how the right of withdrawal applies to digital services. What is written here reflects what the system actually does.
1. Cancellation — at end of billing period
You may cancel your subscription at any time from the business dashboard. Cancellation takes effect not immediately, but at the end of the billing period you have paid for:
- You continue to enjoy all features of your plan until the end of the billing period.
- At the end of the billing period your account moves to the free tier; your business page is not closed or deleted.
- Your account and business page will not be closed as a result of the cancellation.
No partial refunds are issued. No refund is given for the remaining days of a paid billing period; in return, the service continues to be provided in full until the end of that period.
2. Plan downgrade — at end of billing period
Downgrading to a lower plan also takes effect at the end of the billing period. When the transition occurs:
- Photos in excess of the new plan's photo limit are hidden, not deleted.
- Active campaigns in excess of the limit are paused, not deleted.
- Users in excess of the team-member limit lose access to the dashboard.
- If you upgrade again, hidden content is restored exactly as it was.
On the downgrade screen, the exact number of photos and campaigns that will be hidden for your business are shown individually, and your confirmation is required.
3. Upgrade
An upgrade takes effect immediately. Only the pro-rated difference for the remaining days of the billing period is charged; the payment screen shows both the amount and how it is calculated ("Standard → Premium difference for remaining X days"). The confirmation button restates the amount to be charged.
4. Failed payment
If a renewal charge fails, your account is not closed. Dashboard access remains open; only paid visibility is paused. If the charge cannot be collected after the designated reminder and retry process, the subscription is downgraded to the free tier; your page and content remain in place.
5. Right of withdrawal (14 days) — position regarding digital services
Under Law No. 6502 and the Distance Contracts Regulation, consumers are in principle entitled to withdraw within 14 days. However, Article 15 of the Regulation provides that the right of withdrawal cannot be exercised in respect of contracts for services whose performance has begun immediately with the consumer's consent.
A Citiveo subscription falls squarely within this category: the moment payment is confirmed, the plan features go live on the business page and performance of the service begins. The purchaser gives consent to this immediate performance at the payment step.
Our position: Accordingly, we take the view that the right of withdrawal cannot be exercised in respect of a subscription period whose performance has already commenced; the subscription may, however, be cancelled at any time with effect from the end of the billing period.
Where the purchaser does not hold consumer status (businesses purchasing for commercial or professional purposes), the consumer provisions of Law No. 6502 do not apply.
6. Exceptional refund cases
In the following circumstances, we will provide a reasonable remedy independently of the above:
- Duplicate charge — if the same billing period has been charged twice, the excess amount will be refunded.
- Extended unavailability attributable to us — if paid features are unavailable for an extended period due to a fault on our part, compensation (extension of the subscription period or a refund) will be provided for the affected period.
- Incorrect amount charged — if an amount different from that shown on screen has been charged, the difference will be refunded.
For such requests, write to support at citiveo.com and quote the transaction number and date.
7. Relationship between account deletion and subscription
Deleting your account does not automatically result in a refund of your subscription. If you are the sole owner of a business, you must cancel the subscription or transfer ownership before deleting your account.
8. How to apply
Cancellation and downgrade operations are carried out from the dashboard. For all other requests: support at citiveo.com. We will respond to requests within 14 days at the latest.