Cancellation Policy

This page explains how cancellation works under section 7 of the Terms of Service. It does not change those terms. If anything here conflicts with the Terms, the Terms govern.

Citely sells through two payment paths that are not symmetric. Read the section that matches how you paid.

1. Polar (card, USD) — automatic renewal

Paid Polar plans are subscriptions billed in advance, monthly or annual. A Polar subscription renews automatically for the same term at the price then published until it is cancelled. Polar is the merchant of record for the card charge.

How to cancel. Cancel in the Polar customer portal (Manage billing in your Citely account, when that link is shown) or by writing to [email protected]. Polar cannot turn the portal off: you can always update the card or cancel there.

What cancel means. Cancellation stops the next renewal. Your plan stays active for the remainder of the period you have already paid for. After that date the account returns to the free plan. We do not pro-rate or refund the unused remainder of a cancelled period (see the Refund Policy).

You may undo a scheduled cancellation in the Polar portal before the period ends, while Polar still offers that control.

2. SePay (VietQR / bank transfer, VND) — no automatic renewal

SePay charges are one bank transfer per paid period. There is no automatic renewal and no stored card. There is therefore nothing to “cancel” in the Polar sense. If you do not make another transfer, paid access simply ends when the current period ends.

What you can cancel. An unpaid bank-transfer order (the QR is still waiting). Use Cancel on the checkout / billing screen, or email support with the payment code. That stops us matching a later transfer to that order. It does not refund a transfer that has already settled.

When paid access ends. The last day of the period you already paid for (shown on Billing as the period-end date). After that date the account returns to the free plan. We do not keep adding months unless you pay a new order.

3. Failed Polar renewal

If a Polar renewal cannot be collected, Polar may retry it and we may suspend paid features until the balance is settled. We will not delete your content because of a failed payment; see section 12 of the Terms for how deletion works.

4. Agency

The Agency plan is not sold self-serve and is arranged by agreement. Those terms, including any notice period, are in that agreement.

5. After you leave a paid plan

Content you created stays until you delete the account or we must remove it under the Terms or the Privacy Policy. Paid features, quotas and seats fall back to the free plan. Entitlements that belong only to a paid plan (extra sites, extra seats, paid-only features) are no longer available.

6. Contact

For cancellation help, email [email protected] (general: [email protected]) or call 093.6669.739 — LYNS MEDIA COMPANY LIMITED, business/tax code 0318559960, 181B Bình Long, Phường Bình Hưng Hòa, TP Hồ Chí Minh, Việt Nam.