Policy version: v1.1 · Last updated: 21 May 2026. Legal entity: KARMAVYUHA COMMUNICATIONS LLP, a limited liability partnership registered in India ("we", "us"), which operates the Citizz platform and brand ("Citizz"). By downloading the Citizz app, using this public website, any separate invite-only business account portal we enable for your organisation, or creating an account, you agree to these terms and our Privacy policy. If you do not agree, do not use the services.
1. What Citizz is — and what we are not
Citizz is a connecting platform. We help customers discover local service businesses and communicate or book through the app. We are not your employer, agent, partner, or guarantor for any business listed on Citizz.
When you hire or visit a business, or when a business visits you, that relationship is directly between you and the other party. Citizz does not supervise the work, set prices for the actual job, control how the work is done, or insure the outcome. Quality, timing, safety on site, payment for the physical job (unless clearly handled through a Citizz product you bought), and any dispute about the service itself are matters between customer and business, subject to law and any agreement they make.
2. Eligibility and accounts
You must be able to enter a binding contract in India (generally 18 or older). You must provide accurate information and keep your login details private. You are responsible for activity under your account. Businesses must use a business profile for commercial listings and related purchases on Citizz.
3. Acceptable use and content standards
You must use Citizz honestly and lawfully. This applies to every account. Business accounts have extra responsibility for listings, profile and service photos, banners, messages, and anything else they publish.
3.1 Behaviour we do not allow
- Harassing, threatening, defrauding, or discriminating against others.
- Pressuring people to pay outside Citizz to avoid platform fees.
- Uploading viruses, scraping without permission, or overloading our systems.
- Using Citizz for illegal goods, services, or activity.
- Asking another user to share a personal phone number, WhatsApp, email, or home address outside Citizz when Citizz already provides in-app messaging or calling for that booking — or pressuring them to move conversation off the platform to avoid records or fees.
3.2 Content we do not allow (including business photos)
You must not upload or publish through Citizz anything that:
- Is obscene, pornographic, or sexually explicit, or uses sexual images to advertise unrelated services.
- Promotes sexual exploitation or sexual services that are illegal in India.
- Uses hate speech, slurs, or insulting language aimed at people because of caste, religion, gender, disability, ethnicity, or similar traits.
- Threatens violence, encourages violence, or shows graphic violent images without a lawful service reason.
- Impersonates another person or business, or lies about licences, skills, or what you offer.
- Breaks applicable Indian law (including IT and criminal laws where relevant).
Business photos must truthfully represent your lawful services. Generic stock images are fine only when they still reflect what the customer will receive.
3.3 What we may do if you break these rules
If we reasonably believe content or conduct breaks this section, puts others at risk, or harms Citizz, we may immediately hide listings, remove photos or media, suspend a business account, or permanently delete it — with or without prior warning. Serious or repeated abuse may lead to a permanent ban and refusal to register again. You may use our Grievance process to question a decision; reinstatement is at our discretion when policy was breached.
3.4 Business platform standards
This subsection applies to business accounts. Plain-language detail is in our Business platform standards guide.
- Businesses must operate Citizz actively and in good faith, including timely response to booking requests (accept or reject), honest booking status updates, and delivery of booked services as described in listings.
- A business must not keep a public listing while not using Citizz to manage bookings and customer contact where those features are enabled, or while routinely leaving pending booking requests unanswered without accept or reject.
- We may review activity on the platform — such as unanswered pending bookings, account inactivity while a listing remains visible, customer ratings and complaints, grievance reports, and misconduct toward customers — when deciding whether to act. We are not obliged to warn before acting where risk to customers or the platform is reasonably apparent.
- If we reasonably determine that a business has breached this subsection or §3.1–3.2, we may hide listings, deactivate the business profile, suspend or permanently delete the account, and refuse new registrations linked to that business or operator where we can reasonably identify a repeat attempt. Enforcement under this subsection is subject to the same remedies described in §3.3.
- Amounts paid to Citizz for platform features are handled under §5; removal under this subsection generally does not entitle a refund of unused platform fees, subject to mandatory law.
- This subsection does not make Citizz responsible for job quality or payment for the physical service; it governs use of the platform.
3.5 Contact, calls, and personal details
Citizz provides in-app messaging and, where enabled, voice calling through our servers (including masked phone options) so customers and businesses can coordinate a job without exchanging personal numbers unnecessarily.
- Customers — Use Citizz chat and call features for booking-related contact. Do not share your personal mobile number, WhatsApp, email, or sensitive details in chat or on a side channel unless Citizz clearly requires it (for example a service address field for a home visit). Sharing outside the app may weaken your privacy and is at your own risk.
- Businesses and team members — Do not ask customers to call or message you on a personal number or third-party app when Citizz already provides contact for that booking. Use customer details shown in Citizz only to complete that job.
- What we are not responsible for — Problems arising from contact or payments you arrange outside Citizz (for example harassment after sharing a personal number, or disputes over information sent on WhatsApp) are primarily between the people involved. We may still act under §3.3 if conduct on or off the platform breaches these terms.
More detail: Before you book and our Privacy policy (§2.6 and §6.1).
4. Listings, visibility, and paid features
Optional paid features (such as visibility in search, messaging plans, advertising slots, or capacity add-ons) are described before you pay. Prices may vary by region and category. Features start after successful payment, as shown at checkout.
5. Payments and refunds
Payments go through a licensed payment partner. You authorise us and that partner to charge what you confirm at checkout.
- Digital services already in use — Fees for visibility periods, subscriptions, or other platform features that have already started are generally not refundable, unless we failed to provide what you paid for or Indian law requires a refund.
- Removed for abuse — If we suspend or delete your business account, or revoke paid features, because you broke §3 (including obscene or sexual images, slurs, violent content, fraud, or other serious abuse), amounts already paid to Citizz for platform features are not refundable, including unused time, whether or not we warned you first. This does not change mandatory consumer rights under Indian law. Billing mistakes are handled separately below.
- Billing errors and duplicate charges — If you were charged twice or there is a clear payment error, email contact@karmavyuha.com with details. After we verify, we work with our payment partner to fix or refund within a reasonable time (often within 14 business days where the partner allows).
- Your legal rights — Nothing here removes non-waivable consumer rights under Indian law.
For billing questions use Help. For formal complaints use Grievance.
6. Intellectual property
Citizz's name, logo, software, and our original content are protected. You keep rights to content you upload; you give us permission to host, show, and process it so we can run Citizz.
7. In-person work, location, and your safety
Many services happen at a customer's address or another real-world place. When a booking needs a visit, the customer may share an address (and sometimes map coordinates) with the business through Citizz so the work can be done. Businesses may also show their area or location type on listings so customers can find them.
- We only facilitate contact — Sharing an address or location for a booking does not mean Citizz endorses the business, vouches for their character, or takes responsibility for what happens on site.
- Your choices matter — Customers and businesses should use common sense: confirm identity where appropriate, meet in safer conditions when possible, and report threats or crimes to authorities.
- Stay on Citizz for contact — Use in-app messaging and calling for booking-related communication. Avoid sharing personal phone numbers, WhatsApp, or addresses outside the platform when Citizz already provides a channel. See §3.5.
- Misconduct and crime between users — Citizz is not responsible for theft, assault, harassment, property damage, poor workmanship, personal injury, or any other harm arising from dealings between customers and businesses, including at a location shared through the app. Those matters are between the people involved and competent authorities. We may cooperate with lawful requests from police or courts but we are not a substitute for emergency services.
- Emergencies — For immediate danger, contact local emergency services first, then tell us through Grievance or support if you can.
How we collect and protect location and address data is explained in our Privacy policy.
8. Disclaimers and limitation of liability
Citizz is provided "as is" and "as available" to the fullest extent permitted by law. We do not promise uninterrupted or error-free service. To the maximum extent permitted by applicable law in India:
- We are not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profit, data, or goodwill.
- We are not liable for acts or omissions of businesses, customers, jobbers, or other users, including offline conduct described in §7.
- Our total liability for any claim relating to these terms or the service is limited to the greater of (a) what you paid Citizz for the specific feature or transaction that caused the claim in the 12 months before the claim, or (b) INR 5,000.
Where law does not allow a limitation, our liability is reduced only to the minimum the law requires.
9. Indemnity
You agree to indemnify and hold harmless KARMAVYUHA COMMUNICATIONS LLP and its partners and staff from claims, losses, and reasonable legal costs arising from your misuse of Citizz, your content, your breach of these terms, or harm you cause to others through the platform, except where caused by our wilful misconduct.
10. Closing your account
You may close your Citizz account from the app (Profile → close account) or by emailing contact@karmavyuha.com from your registered email. This is different from us removing you for abuse (see §3.3). Closure follows our Privacy policy, summarised here:
- Effect — You cannot sign in; business listings disappear from discovery; paid platform features tied to the account stop renewing through Citizz.
- 90-day personal data window — We keep identifiable personal data for up to 90 days after closure, then delete or anonymise it, except where law or the items below require longer storage.
- Payments and tax records — Transaction and billing records stay as long as law requires.
- Reviews — Reviews may stay public for trust; links to your closed profile are removed where applicable.
- Signing up again — You may register later if our systems allow; past closure or abuse may block you.
Closing your account does not cancel Google Play subscriptions you manage in Google Play. Money you still owe Citizz before closure remains due.
11. Governing law and jurisdiction
These terms are governed by the laws of India. Subject to non-waivable rights, courts at Siliguri, West Bengal, India have exclusive jurisdiction over disputes arising from these terms or the service.
12. Changes
We may update these terms. We post the new version here and change the "Last updated" date. Important changes may also be announced in the app or by email. Continued use after the effective date may mean you accept the update; where law requires separate consent, we will ask for it.