Citio

FAQ's

April 24, 2026

Frequently Asked Questions

Find answers to general questions about booking, payment, cancellation, and support on Citio — your travel companion for tours, airport transfers, restaurants, hammams, yacht rentals, eSIMs, and lifestyle services across Istanbul, Antalya, Bodrum, Cappadocia, Kuşadası, Hurghada, and Sharm el Sheikh.

Looking for details about a specific service — like what is included in an airport transfer, whether a tour is family-friendly, or how eSIM activation works? You will find dedicated FAQs on the related category and experience pages.

Still need a hand? Our travel specialists are available 24/7 at support@citioapp.com or through the in-app live chat.

About Citio

Citio is a curated travel experiences platform that helps you discover and book the best tours, airport transfers, restaurants, hammams, yacht rentals, eSIMs, and lifestyle services in top destinations. Instead of piecing together your trip across dozens of websites, Citio brings everything into one place — like having a local friend in every city you visit.
Citio was founded in 2022 by a team of travel enthusiasts who believed that planning a trip should feel as exciting as the trip itself. Our mission is to make discovering authentic, high-quality experiences effortless, whether you are visiting a city for 24 hours or two weeks.
Citio currently operates in Istanbul, Antalya, Bodrum, Cappadocia, Kuşadası, Hurghada, and Sharm el Sheikh, with more than 400 curated experiences across these cities. New destinations are added regularly — follow us in-app to be the first to know.
Three things: curation, trust, and convenience. Every experience on Citio is handpicked and verified by our local teams — not scraped from open inventory. We partner directly with trusted operators, hotels like Four Seasons, Marriott, The Marmara, and Eresin, and restaurants like NOBU and Sunset Grill. And we bring everything you need for your trip — tours, transfers, dining, eSIM, concierge — into a single app.
Yes. The Citio app is available on both the App Store and Google Play. You can also browse and book everything at citioapp.com — the app simply adds a smoother on-the-go experience, push notifications for your bookings, and exclusive app-only deals.

Booking & Confirmation

Choose your destination, browse experiences by category or search directly, select your preferred date and number of guests, and complete your secure payment. You will receive your confirmation and voucher by email within minutes.
You can browse freely without an account, but creating one takes less than a minute and lets you manage your bookings, access exclusive app-only deals, and keep all your vouchers in one place.
Confirmation is sent to your email immediately after your payment is processed. For select experiences that require operator confirmation (such as private yacht charters or custom concierge requests), you will receive a provisional confirmation first, followed by the final confirmation within 24 hours.
Your voucher is available in your confirmation email and inside the Citio app under My Bookings. In most cases, a digital voucher on your phone is sufficient — no printing required. Any specific requirements will be clearly stated in the voucher itself.
Yes. Many of our experiences can be booked just hours before the start time. Availability and cut-off times are shown on each listing.
Yes. Most experiences are available in both group and private formats, and many can be fully customized. For larger groups, corporate events, or bespoke itineraries, please contact our concierge team through the app or at support@citioapp.com.
This depends on the experience. Per-person and per-group pricing are clearly indicated on every listing before you book.

Payment & Pricing

We accept all major credit and debit cards, including Visa and Mastercard, as well as Google Pay and Apple Pay. All payments are processed securely through Stripe.
Prices are displayed in Euros (EUR) by default. You can switch to your preferred currency using the currency selector in the top menu. If your card is issued in a different currency, your bank will apply the conversion rate at the time of purchase.
Yes. Citio accepts cards issued anywhere in the world. Some banks may require 3D Secure verification (such as a one-time SMS code) for international transactions.
Absolutely. All transactions are handled by Stripe, a PCI-DSS Level 1 certified payment processor, and protected with industry-standard encryption. Citio never stores your full card details on our servers.
No. The price you see at checkout is the price you pay. Any applicable taxes and service fees are already included — we believe in transparent pricing.
To confirm your reservation and guarantee availability, all bookings must be paid at the time of reservation through our secure checkout. We do not offer pay-on-arrival to protect both our guests and our partners.
Yes. A receipt is automatically emailed after payment. If you need a formal invoice (for example, for corporate expense reports), contact us at support@citioapp.com with your booking reference and billing details, and we will issue one within one business day.

Cancellation, Refunds & Changes

Most experiences on Citio offer free cancellation up to 24 hours before the start time. The exact cancellation window is shown on each listing before you book and in your confirmation email. A limited number of bespoke experiences (such as Michelin tasting menus or private yacht charters with pre-paid provisioning) may have stricter terms, which are always disclosed up front.
You can cancel or request changes from the My Bookings section in the Citio app, or by emailing support@citioapp.com with your booking reference. If you are within the free cancellation window, your refund will be processed automatically.
Refunds are issued to the original payment method immediately after cancellation. Depending on your bank, it may take 5 to 10 business days for the amount to appear in your statement.
If an experience is cancelled by the operator — due to weather, safety, or any other reason — you will receive a full refund automatically, with no action required on your side. Where possible, we will also offer alternative dates or a comparable experience.
No-shows and late arrivals outside of the operator's grace period are generally non-refundable, as the operator has reserved capacity for you. If you are running late, contact us immediately through the app or at support@citioapp.com — we will do our best to reach the operator on your behalf.

Safety, Support & Trust

Yes. Every operator, restaurant, hotel, driver, and guide on Citio is vetted by our local teams before going live. We verify licenses, insurance, vehicle condition, and guest reviews on an ongoing basis, and we remove partners who do not meet our standards.
Yes. Our support team is available around the clock, every day of the year. You can reach us through live chat in the app, by email at support@citioapp.com, or via the in-app help center.
For any on-the-ground issue, contact our 24/7 support team through the Citio app — we will reach your operator or guide immediately on your behalf. For medical emergencies or urgent safety matters, always call local emergency services first (112 in Turkey and Europe, 123 in Egypt).
Citio itself does not sell travel insurance, but we strongly recommend that all travellers purchase a policy covering medical expenses, trip cancellation, and personal belongings before departure. Your booking receipts can be used as supporting documents for any insurance claim.
We love hearing from our guests — it is how we improve. You can leave a review after any experience directly in the app, or send detailed feedback to support@citioapp.com. Complaints are acknowledged within 24 hours and investigated with the relevant partner.