A service request must be submitted through the application with accurate information for each student.
Requests are reviewed by the operations team, and an approval or rejection response will be provided within a maximum of one week.
Once the request is approved, a non-refundable subscription confirmation fee must be paid to activate the subscription.
Service Activation Policy
Qruz organizes transportation routes based on operational needs and overall service efficiency. Route decisions are made by the operations team and cannot be modified by parents.
Qruz aims to maintain trip durations ranging between 40 and 70 minutes at most.
The operations team conducts several trial runs at least one month before the start of the school term to ensure route efficiency in terms of distance and timing.
Routes and student assignments may be adjusted during the first two weeks of the school term to improve efficiency and student comfort.
Qruz will provide driver and supervisor information (identification, licenses, background check, and drug test verification) at least two weeks before the start of the school term.
Trip Policy
Qruz provides transportation from the student’s home to the school entrance and vice versa, ensuring safe handover to school staff in the morning and to a parent or authorized guardian in the afternoon.
Morning waiting time for the student will not exceed three minutes. If delays occur more than three times in the same month, the vehicle may depart without further notice.
Pickup or drop-off addresses cannot be changed without contacting customer support and receiving approval from the operations team.
Parents must notify the supervisor or customer support if the student will leave school earlier than the scheduled departure time.
All complaints or requests regarding routes or schedules must be directed to customer support only. Direct arrangements with drivers or supervisors are not permitted.
Drivers and supervisors are not allowed to discipline students verbally or physically. Behavioral issues will be reported to the parents. Continued disruption without parental action may result in subscription cancellation.
Qruz aims to ensure that students arrive at school up to 15 minutes before the official start time.
School Term and Examination Policy
For private and language schools, the effective transportation service period is approximately six months and excludes examination days.
For international schools, the service period is approximately eight months and includes examination days.
Routes may be restructured during examination periods according to exam schedules and student distribution.
During examination periods, Qruz follows the official school dismissal times set by the school.
Payment Policy
All subscription payments must be made exclusively through the application.
Bank transfers, digital wallets, or direct payments to drivers or supervisors are not considered valid payments.
Refund Policy
In cases of natural disasters or epidemics that result in a full suspension of school operations, parents may request a refund for the remaining months of an annual subscription.
Parents may request a refund of the remaining annual subscription if the student changes schools or residence and Qruz is unable to provide a suitable route.
Refunds may also be requested if the student travels abroad or cannot attend school due to documented medical reasons.