Cancellation Policy

Last Updated: May 14, 2026

Cruze is a carpooling platform operated by Cruze Technologies Pvt Ltd. We do not sell physical goods, run subscriptions, or process bookings or orders. The cancellable actions on Cruze are limited to:

  • Ride requests and ride offers created in the app.
  • Wallet top-up sessions opened with our payment partner, Safepay.
  • Your Cruze account.

This policy explains how each of these can be cancelled and what to expect.

1. Cancelling a Ride Request or Ride Offer

Cruze matches passengers (riders) with Cruzers (drivers travelling along similar routes). No money is collected by Cruze at the time a request or offer is created.

  • Before a match is confirmed: Either party may cancel a ride request or ride offer in the app at any time, free of charge.
  • After a match is confirmed but before the ride starts: The ride can still be cancelled in the app at no financial cost. The other party will be notified automatically. Repeated late cancellations may negatively affect your rating and may, at Cruze's discretion, result in temporary account restrictions.
  • After the ride has started: The trip is considered in progress. Any settlement between the passenger and the Cruzer must be handled directly between them, as fares are paid in cash directly to the Cruzer and Cruze does not hold these funds.
  • After the ride is marked completed: The ride cannot be cancelled. The 15% platform commission is applied to the Cruzer's wallet at this point and is non-refundable (see our Refund Policy).

2. Cancelling a Wallet Top-Up (Safepay)

Wallet top-ups are initiated from the Cruze app and completed on Safepay's secure checkout. You may cancel a top-up at the following points:

  • Before completing payment on Safepay: Close the Safepay checkout window or tap the cancel option. No amount is charged and no wallet credit is added.
  • Pending sessions: Top-up sessions that are not completed automatically expire and are marked as cancelled without affecting your wallet balance.
  • After payment has been completed: Wallet credit is added to your account instantly. From this point the transaction is governed by our Refund Policy, not this Cancellation Policy.

Cruze does not offer subscriptions, recurring billing, or auto-debit. You will only ever be charged for top-ups you initiate yourself.

3. No Orders, No Bookings, No Subscriptions

Cruze does not sell products, take advance bookings, or offer paid plans. There is no "order" that can be placed or cancelled on our platform. All payments flowing through Safepay represent wallet credit purchased by a Cruzer for use against future ride commission.

4. Cancelling Your Cruze Account

You can request permanent deletion of your Cruze account from within the app or by emailing us. When you cancel your account:

  • Any active ride requests or offers in your name are automatically cancelled.
  • Any unused wallet balance funded through Safepay may be refundable in line with our Refund Policy, provided no commission disputes are pending.
  • Personal data is handled in line with our Privacy Policy and applicable law.

5. Changes to This Policy

Cruze may update this Cancellation Policy from time to time. Material changes will be communicated through the app or via email.

6. Contact Us

For help with cancelling a ride, a top-up, or your account, contact: