We understand that life happens, and that sometimes circumstances will unfold that prevent you from fulfilling your obligations to the customer, and we do understand that.
However, we also understand that from the customer perspective, cancellations can be a huge source of stress for them and so we do our best to ensure that all the CitizenShipper drivers are reliable, and fulfill their obligations to the customer.
Over the years we've developed a cancellation policy for cases where a driver cancels on a customer, after they have accepted a driver for a shipment.
Shipment Cancellation Policy
First Cancellation: Our customer support team will temporarily lock your account, and email you to confirm that you understand that we do have a cancellation policy. Once you confirm to us (by replying to customer support) that you have read and understand the policy, your account will be unlocked.
Second and all Subsequent Cancellations: Provided your account has a running average of less than 20% shipment cancellations over the previous 4 weeks you can continue to use CitizenShipper. If the cancellations rise above 20% then your account will be locked, and you will be responsible for the lost booking fee from the most recent cancellation that pushed your account above the 20% cancellation point. Your account will be unlocked after we receive payment. In cases where you have multiple shipments cancelled after you have reached the 20% limit, your admin unlock fee will be calculated based on the highest booking fee lost of those shipments.
In the case that drivers have consistant cancellation rates over the 20% mark, the following fees will be due:
- If driver is locked a second time within 4 weeks of a lock, they are charged 150% of the most recent booking deposit.
- If driver is locked a third time within 8 weeks of a lock, they are charged 200% of the most recently lost booking deposit.
- If driver is locked a fourth time within 12 weeks of a lock they are charged 300% of the most recently lost booking deposit.
- If driver is locked a fifth time within 16 weeks of a lock they are charged 400% of the most recently lost booking deposit.
We understand that every shipment is unique, and we also understand that there may be times when a customer attempts to update the terms of the agreement after they have selected you, or that the customer may have neglected to provide you with full details of the shipment, which may cause you to cancel on them. In situations like this, please be sure to email us on firstname.lastname@example.org to explain the situation. For cases where the shipper is at fault our customer support will be happy to reinstate your account with no cancellation penalty.