Cancellation, Refund & Fees Policy

Last updated: 4 November 2026

This policy explains how cancellations, refunds and fees work for bookings made in the Cruze Cars app. The exact fees and penalties for each car are shown on that car's page in the app before you book, and they form part of this policy.

1. Cancellations

When you cancel	Refund of the rental paid
More than 24 hours before the booking starts	50% refunded
Within 24 hours of the booking start time	No refund
After the booking has started	No refund

If we cancel, or the cancellation is not your fault

If a booking is cancelled for reasons not caused by you, we review it and process a refund.

2. Rescheduling

More than 4 hours before the booking starts: you can reschedule as many times as you like, free of charge, within 6 months.
Less than 4 hours before the booking starts: the booking cannot be changed.

3. Extensions, early returns and plan changes

You can extend a booking in the app before it ends, at the normal rate. Once a booking has ended, you need to make a new booking.
A booking cannot be shortened once it has started. You can return the car early, but no refund is given for the unused time.
The pricing plan you choose cannot be changed after booking.

4. Late returns

If you return the car after your booking ends without an extension, late return charges apply, as shown on the car's page in the app.

5. Fuel and kilometres

Return the car with the same fuel level as when you received it. If it has more, we refund the difference. If it has less, refuelling charges apply.
Kilometre limits depend on the package you book. Charges for extra kilometres are shown in the app.

6. Damage and breakdowns

Accidental damage: your liability depends on the Damage Protection Plan you choose at booking.
Damage caused intentionally or through negligence or improper use: you are responsible for the full cost of repair, and for any towing, impounding and related costs.
Breakdown that is your fault: you are responsible for the full repair cost.
Breakdown that is not your fault: you are not liable, and you get a refund for the unused hours.

7. Fines, tolls and other charges

You are responsible for all tolls, traffic fines and parking charges during your booking.
Penalties apply for things such as over-speeding, smoking in the car, wrong fuelling, returning the car to the wrong location, a lost key or lost vehicle documents, an unregistered co-driver, and extra cleaning. The amounts are shown on each car's page in the app.
Some cars record speed. Serious or repeated over-speeding can lead to your account being suspended.

8. Home and airport delivery

Delivery and pick-up at your home or the airport may be available for an extra charge, based on distance. Timings are arranged with you when you book.

9. How refunds are paid

Refunds, where applicable, are made to your original payment method through Razorpay. Once a refund is issued, the time it takes to reach your account depends on your bank or payment provider.