Refunds, Cancellations & Disputes

This policy explains how CRUUZ Logistics Ltd handles cancellations, refund requests, service complaints, payment disputes, and related transaction reviews across applicable CRUUZ services.

The outcome of a cancellation or refund request may depend on the service involved, the stage of fulfilment, the circumstances of the transaction, and any applicable charges already incurred.

Customers may be able to cancel a booking before or after a driver, delivery partner, or other provider accepts the request, subject to the rules applicable to that service.

A cancellation charge may apply where a provider has already accepted the request, travelled toward the pickup location, incurred costs, or started providing the requested service.

Where possible, applicable cancellation information should be made available to the customer through the CRUUZ platform before the cancellation is confirmed.

A driver, delivery partner, or other service provider may cancel a booking where fulfilment is not reasonably possible or where safety, operational, legal, or other legitimate concerns arise.

Repeated or inappropriate provider cancellations may be reviewed by CRUUZ and may affect continued access to the platform.

A refund may be considered where there is a valid reason, including circumstances such as:

• A duplicate or erroneous charge.
• A cancelled service for which payment was taken but no service was provided.
• A failed transaction where the customer was charged.
• A verified billing or fare error.
• A service failure that reasonably justifies a full or partial refund.
• Another circumstance where CRUUZ determines that a refund is appropriate.

A refund may not be available where:

• The service was substantially completed as requested.
• The customer provided incorrect booking information that caused the issue.
• A valid cancellation charge applies.
• The request is fraudulent, abusive, or unsupported by available information.
• The dispute concerns an issue outside CRUUZ's reasonable control and no refund obligation applies.

Customers should contact CRUUZ Support and provide enough information for the transaction to be reviewed.

Relevant information may include:

• Customer name and contact information.
• Booking, order, or trip reference where available.
• Transaction or payment reference where available.
• Date and approximate time of the transaction.
• Description of the issue.
• Supporting screenshots, receipts, or other relevant evidence.

CRUUZ may review booking records, payment information, platform logs, location or trip information, provider information, customer communications, and other relevant evidence when evaluating a refund request.

CRUUZ may contact the customer, provider, payment processor, or other relevant party where additional information is reasonably required.

Where a refund is approved, it will generally be processed through the appropriate payment channel or payment service provider used for the transaction.

The time required for refunded funds to appear may depend on the payment provider, bank, mobile-money provider, card network, or other financial institution involved.

CRUUZ may issue a partial refund where only part of the service was affected or where a partial reimbursement is considered reasonable based on the circumstances of the transaction.

If a customer believes a payment is incorrect, unauthorised, or associated with a service problem, the customer should first contact CRUUZ Support so the matter can be reviewed.

CRUUZ may investigate the relevant transaction and cooperate with payment processors, banks, mobile-money providers, card networks, or other authorised parties where required.

Complaints relating to driver conduct, service quality, delivery issues, safety concerns, incorrect charges, or provider behaviour may be submitted to CRUUZ Support.

CRUUZ may request supporting information and may review the accounts or transaction records of the parties involved.

CRUUZ may reject refund or dispute claims that appear fraudulent, deliberately misleading, repetitive, abusive, or intended to obtain an improper financial benefit.

Accounts associated with suspected fraud or payment abuse may be restricted, suspended, or investigated.

Drivers, vendors, delivery partners, fleet operators, or other providers who dispute a transaction, settlement, cancellation, or platform decision should contact CRUUZ through the applicable support channel.

CRUUZ may review service records, transaction information, supporting documentation, and communications before making a decision.

Refund requests, cancellations, complaints, and transaction disputes may be submitted through the official CRUUZ support channels.

CRUUZ may update this policy as services, payment methods, operational procedures, or legal and regulatory requirements evolve. The current version will be published on the CRUUZ website.