Last updated: 12/26/25
A. Cancellation or Change by You
You may cancel or change a booking by contacting Kruiz or, where required, the relevant Service Provider. You do not have an automatic right to cancel or modify a booking unless permitted by the Service Provider’s terms (the “Rules and Restrictions”), which are displayed during the booking process.
Service Providers may charge fees for cancellations or modifications. These fees, as well as any refund eligibility, are determined solely by the Service Provider and disclosed before booking. By proceeding with a booking, you agree to these Rules and Restrictions.
Please read the applicable cancellation policy carefully. For example:
- If you book a stay and fail to cancel before the property’s specified cancellation deadline, you may be charged according to the hotel’s policy (e.g., one-night charge or full stay).
- Some properties do not allow cancellations or modifications after booking.
- If you do not show up or fail to use some or all of the booked services, refunds are processed in accordance with the property’s policy.
- When your booking covers multiple travelers or rooms, cancellation charges may apply to each traveler or room individually.
In addition to any Service Provider fees, Kruiz reserves the right to charge a reasonable administration fee for changes or cancellations handled through our support team. Any such fee will be disclosed before you confirm the change or cancellation.
Governing Policies (The “Rules and Restrictions”)
Kruiz is committed to transparency. The cancellation and modification rules for your booking are dictated solely by the Service Provider (e.g., the hotel). These policies are displayed to you before you confirm your booking and are provided to Kruiz by our GDS partners.
Policies vary depending on the property, room type, and rate you select (e.g., a “non-refundable” rate generally cannot be canceled or modified for a refund at any time). By completing your booking, you agree to be bound by the specific Rules and Restrictions of that Service Provider.
B. How to Cancel or Modify
You can cancel or modify most bookings directly through the Kruiz app. Simply navigate to your Trips section, select the specific booking, and follow the on-screen instructions. The app will display any applicable cancellation fees or refund estimates before you confirm the action.
Customer Support Channels If you are unable to process your request via the app, or if you prefer assistance, you may contact our support team through the following channels:
- In-App Support: Access the support chat or help center directly within the app settings.
- Email: Send your request to support@kruiz.co.
Please Note: All cancellation and modification requests—whether processed in the app or via support—are strictly subject to the Service Provider’s Rules and Restrictions (cancellation policies) agreed to at the time of booking.
C. Refunds
Refunds Refund eligibility, refund amounts, and any applicable cancellation or no-show fees are determined entirely by the Service Provider’s policy. Kruiz does not control third-party refund timelines but will initiate refund requests promptly once approved by the provider.
- Refund Method: Refunds will be issued to the same payment method used for the original booking. Processing time varies depending on your bank or payment processor and typically takes 3–10 business days.
- Deductions: Refunds are subject to deduction of any applicable cancellation or no-show fees per the Service Provider’s terms.
Kruiz’s Service Fee Refund Policy (24-Hour Grace Period) Kruiz’s service fee and applicable sales tax are charged at the time of booking for both “Pay Now” and “Pay at Hotel” reservations.
Within 24 Hours (Grace Period) If a cancellation is made within the first 24 hours after the booking is completed:
- Service Fee: The Kruiz service fee and applicable sales tax are refundable.
- Room Rate (for “Pay Now” Bookings): The refundability of the Room Rate is not guaranteed by this 24-hour rule; it remains subject to the Service Provider’s specific Rules and Restrictions.
- Processing Fees: The payment processing fee incurred during the original transaction is non-refundable and will be deducted from the total refund amount.
After 24 Hours After the 24-hour window has passed, the Kruiz service fee, sales tax, and processing fees are non-refundable under any circumstances, even if the Room Rate is refunded by the Service Provider.
Refund Display for “Pay at Hotel” Bookings If you cancel a booking made under the “Pay at Hotel” method, your cancellation confirmation may display a refund amount of $0.00 for the room portion.
- Why this happens: Since you did not pay the room rate to Kruiz upfront, there are no funds to return to you for the room.
- Service Fee: If your cancellation occurs within 24 hours of booking, the Kruiz Service Fee will be refunded separately as per the policy above.
D. Exceptional Circumstances
In cases of force majeure, such as natural disasters, government restrictions, or emergencies, Kruiz may assist in requesting exceptions from Service Providers or issue travel credits at its discretion. However, final approval for refunds rests with the hotel or Service Provider.
E. Transparency Commitment
Kruiz is committed to fairness and clarity in all cancellation communications. We promise to:
- Display the full cancellation and refund policy before you confirm your booking.
- Avoid hidden or surprise fees.
- Process all approved refunds as quickly and transparently as possible.
“Our goal is to make every experience stress-free, transparent, and consistent with the Service Provider’s stated policy.”
F. Cancellations by Kruiz or Service Provider (Overbooking)
Kruiz or the Service Provider may cancel a booking if full payment or applicable fees are not received when due.
As an intermediary, Kruiz relies on availability data provided by the Service Providers. In the rare event of an overbooking or provider-side cancellation (e.g., property closure), the Service Provider is solely responsible for resolving the issue with you upon arrival. This may include providing alternative accommodation of an equal or better standard or offering a full refund.
To the fullest extent permitted by law, Kruiz accepts no liability for any costs, losses, or damages arising from an overbooking, provider error, or a cancellation by the Service Provider. We will, however, make reasonable efforts to assist you in communicating with the provider or securing a refund for the amount you paid, if applicable.
Payment, Pricing & Fees
A. Price and Currency
The total price for your booking (including applicable taxes and fees) is displayed on the Kruiz Platform prior to checkout, except in cases of obvious error. Prices are dynamic and may vary based on availability and demand.
All prices are shown in USD unless otherwise specified. Depending on the Service Provider’s location, final charges may appear in local currency, subject to your payment method’s exchange rate and any conversion fees.
B. Payment Structure
Payment Structure Depending on the Service Provider and the specific rate selected, your booking will fall under one of two payment methods:
- Pay at Hotel: For these bookings, only the Kruiz service fee and applicable sales tax are charged by Kruiz at the time of booking. The actual room rates, resort fees, and incidentals are not charged upfront and must be paid directly to the Service Provider (hotel) upon arrival.
- Pay Now: For these bookings, Kruiz collects the room rate (either a partial deposit or the full amount) plus the service fee and taxes at the time of booking.
Note on Additional Fees: Regardless of which payment method is used for the room rate, any additional onsite fees (e.g., resort fees, pet fees, parking, incidental deposits) remain the responsibility of the guest to pay directly to the hotel upon check-in.
C. Taxes & Fees
Sales tax is generated based on the Kruiz service fee and is due at the same time as the service fee.
You are responsible for paying all other local or city taxes, resort fees, pet fees, and similar charges directly to the hotel. These will be disclosed prior to booking whenever possible.
D. Payment Processing and Verification
Payments for Kruiz’s service fee are processed securely through our authorized payment partners. By completing a booking, you authorize Kruiz to verify and charge your payment method for the service fee and applicable sales tax.
In case of suspected fraud, unauthorized activity, or chargeback, Kruiz reserves the right to cancel the booking, close associated accounts, and pursue recovery or legal action as appropriate.
E. Refund Method
Refund Method Refunds for the Kruiz service fee (when applicable under Section D) will be issued to the same payment method used for the original booking. The refund amount will be the total paid minus the non-refundable payment processing fee.
Processing time varies depending on your bank or card issuer and typically takes 3–10 business days. Kruiz is not responsible for delays caused by payment processors or financial institutions.
F. Bank & Currency Fees
Your bank or card issuer may apply international or currency conversion fees if your card’s billing currency differs from the property’s local currency. These fees are beyond Kruiz’s control.
G. Fraud Prevention
Kruiz may suspend or cancel bookings showing signs of fraud, abuse, or suspicious activity. This includes, but is not limited to, mismatched billing information, repeated chargebacks, or use of restricted payment methods. If cancelled under such circumstances, refunds may be withheld pending verification.