Life is never as predictable as we'd like it to be. Sooner or later, circumstances inevitably conspire to prevent you from fulfilling your obligation to a customer. When that happens, we do understand and sympathize.
However, we also understand that from the customer's perspective, cancellations can be a huge source of stress. We do our best to ensure that all CitizenShipper drivers are as reliable as possible.
Over the years, we've developed a cancellation policy that covers cases in which a driver cancels on a customer after having won a shipment.
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 that you have read and understood the policy (by replying to customer support), your account will be unlocked.
Second and subsequent cancellations
Provided your account has a running average of less than 20% shipment cancellations over the previous 4 weeks, you will be allowed to continue to use CitizenShipper.
Once the cancellation rate rises above 20%, your account will be locked and you will be held responsible for the lost booking fee from the most recent cancellation that pushed your account above 20%. Your account will be unlocked after we've received this payment.
If you have multiple shipments canceled after reaching the 20% limit, your unlock fee will be calculated based on the highest booking fee lost among those shipments.
If a driver maintains a consistent cancellation rate over the 20% mark, the following fees will be due:
- Driver locked a second time within 4 weeks: 150% of the most recent booking deposit
- Driver locked a third time within 8 weeks: 200% of the most recently lost booking deposit
- Driver locked a fourth time within 12 weeks: 300% of the most recently lost booking deposit
- Driver locked a fifth time within 16 weeks: 400% of the most recently lost booking deposit
Although every shipment is unique, we understand that there may be times when a customer attempts to update the terms of the agreement after having selected you. Alternatively, the customer may have neglected to provide you with full details of the shipment.
If forced to cancel due to a situation like the ones outlined above, please be sure to email us at firstname.lastname@example.org and explain the situation. If the shipper is found to be at fault, we will be happy to reinstate your account with no cancellation penalty.