Refund Policy

Last Updated: May 14, 2026

Cruze is a carpooling platform operated by Cruze Technologies Pvt Ltd. We do not sell goods, run subscriptions, or book orders. The only money Cruze processes through its payment gateway (Safepay) is wallet credit purchased by Cruzers (drivers) to cover the 15% platform commission charged on completed rides.

This Refund Policy explains when and how Cruzers can request a refund of wallet credit purchased through Safepay, and clarifies that fare payments between passengers and Cruzers are made in cash directly and fall outside Cruze's payment processing.

1. What You Can Be Refunded

You may request a refund of wallet credit purchased through Safepay in the following situations:

  • Duplicate charge: Safepay charged your card or account more than once for the same wallet top-up.
  • Payment captured but wallet not credited: Safepay confirms a successful payment but the corresponding amount is not visible in your Cruze wallet after 24 hours.
  • Unauthorized transaction: A wallet top-up was made from your Safepay account without your authorization, reported within 7 days of the transaction.
  • Unused balance on account closure: If you request permanent deletion of your Cruze account and your wallet holds a positive balance funded through Safepay, the unused portion is refundable provided no commission disputes are outstanding.

2. What Cannot Be Refunded

  • Commission already deducted for completed rides: The 15% platform commission is charged from a Cruzer's wallet once a ride is marked completed in the app. As the service has already been rendered, commission deductions are final and non-refundable.
  • Wallet credit that has been spent: Any portion of a wallet top-up that has already been consumed by commission charges is non-refundable.
  • Passenger fare payments: Passengers pay their share of fuel and ride costs in cash directly to the Cruzer. Cruze does not collect, hold, or process these amounts, and therefore cannot issue refunds for them. Fare disputes must be resolved between the passenger and the Cruzer.
  • Carbon credits and in-app rewards: Non- monetary rewards earned in the app have no cash value and are not refundable.

3. How to Request a Refund

To request a refund, email control@cruze.life from the email address registered on your Cruze account and include:

  • Your registered name and phone number.
  • Safepay transaction reference / tracker ID.
  • Date and amount of the wallet top-up.
  • Reason for the refund request.
  • Any supporting screenshots (bank statement, Safepay receipt, etc.).

Refund requests must be submitted within 7 days of the original Safepay transaction, except in cases of unauthorized transactions which may be reported within the limits set by your card issuer.

4. Review and Processing Time

  • We acknowledge refund requests within 2 business days.
  • Eligible requests are processed within 7 business days of approval.
  • Refunds are issued to the original Safepay payment method. Depending on your bank or card issuer, the amount may take an additional 5 to 10 business days to appear in your account.
  • Refunds are made in Pakistani Rupees (PKR), for the exact amount processed by Safepay, less any non-recoverable gateway charges where applicable.

5. Disputes and Chargebacks

We encourage users to contact us first before raising a chargeback with their bank or card issuer. Most issues — duplicate charges, missing wallet credit, or failed top-ups — can be resolved quickly through control@cruze.life. Where a chargeback is initiated, Cruze reserves the right to temporarily suspend the affected account until the dispute is resolved with Safepay and the card network.

6. Changes to This Policy

Cruze may update this Refund Policy from time to time to reflect changes in our service, payment partners, or applicable law. Material changes will be communicated through the app or via email.

7. Contact Us

For any refund-related queries, please contact: