Refund policy

Refund Policy

At Kruise, we provide digital products and services designed to help you make informed car-buying decisions. Because our products are delivered digitally and can be accessed, downloaded, and saved, our refund policy differs from physical goods.

Digital Products & Services

All Kruise products — including the Smart Buyer Toolkit, Vehicle Intelligence Report, Rush Report, Head-to-Head Intelligence Report, and the VIR + 1:1 Consultation — are delivered as digital files (PDF) or services.

Refunds are available before research has begun on your report. Once we've started work on your specific vehicle, the research effort is non-recoverable, and refunds are no longer available.

Once a product has been delivered via email or made accessible to you, it is considered consumed and non-returnable.

Order Cancellations

If you would like to cancel your order, please contact us as soon as possible.

  • Cancellations requested before research has begun: full refund.
  • Cancellations requested after research has begun: not eligible for a refund. If you've already received your report and didn't end up buying the car, the Kruise Confidence Credit applies — see below.

The Kruise Confidence Credit

Separately from this refund policy, all standalone Vehicle Intelligence Reports, Rush Reports, and Head-to-Head Reports are backed by the Kruise Confidence Credit. If you don't buy the car in your report, you can claim a credit toward your next Kruise report — equal to 50% of the standard price of the report you purchased — within 60 days of your original report delivery.

The credit applies to every Kruise report you purchase, including reports you bought using a previous credit. Each new report is backed by a fresh Confidence Credit, calculated against the standard price of that report.

For the VIR + 1:1 Consultation, the Confidence Credit applies to the report portion only ($39.50). The consultation is considered delivered once the call has taken place.

The Confidence Credit is not a refund — it's credit toward future research. Full details are available on our [Confidence Credit page →] Link.

Consultations (VIR + 1:1 Consultation Tier)

Consultations are scheduled after report delivery. Specific terms:

  • Rescheduling: free, with at least 24 hours' notice before the scheduled call.
  • Cancellations more than 24 hours before the call: we'll work with you to find a new time. The consultation does not expire.
  • No-shows or cancellations within 24 hours of the call: the consultation is considered delivered. Re-booking may incur a $49 rescheduling fee, at our discretion.

Issues with Your Order

If you experience any of the following:

  • You did not receive your product
  • You received the wrong report
  • There was a technical issue with the file or delivery

Please contact us and we will resolve it — typically by re-delivering the correct product, providing a corrected version, or in cases of genuine error on our part, issuing a full refund.

EU 14-Day Cooling-Off Period

If you are located in the European Union, you have the right to cancel your purchase within 14 days.

However, by purchasing digital products or services from Kruise, you acknowledge and agree that:

  • Delivery may begin immediately after purchase
  • Once delivery has occurred, your right to cancel is waived

This applies to digital reports and services. Where research has begun but delivery hasn't yet occurred, refunds may be partially available — see "Order Cancellations" above.

Refund Processing

If a refund is approved, it will be processed to your original payment method within 5–10 business days.

Contact

For any questions regarding your order, please contact us.