This Rebooking and Refund Policy explains how we will assist with rebooking a reservation and how we handle refunds when a Supplier cancels a reservation or another Service Issue disrupts a job.

What happens if a Supplier cancels before start work

If a Supplier cancels a reservation prior to start work, customer will receive a full refund. If a Supplier cancels 30 days or less prior to start work, and the customer contact us (email to admin@starmacs.com.my) , we will also assist the customer with finding comparable or better machineries.

What happens if another Service Issue disrupts a job

Other Service Issues must be reported to us no later than 72 hours after discovery. If we determine that a Service Issue has disrupted the job, we will provide a full or partial refund and, depending on the circumstances, may assist the customer with finding comparable or better machineries. The amount refunded depends on the severity of the Service Issue, the impact on the customer and the portion of the job affected. If the customer decides to vacate the machineries because of the Service Issue and contacts us we will offer assistance with finding comparable or better machineries for the remaining days of the rental.

What Service Issues are covered

The term “Service Issue” refers to these situations:

• Supplier cancels the reservation prior to start work.
• Supplier fails to deliver the machineries.
• Supplier fails to disclose in the Listing or communications that the machinery operator will be present during the job.
• Machineries are not able to function for any of the following reasons:
  • The machinery features are not functioning.
  • They contain safety or health hazards.
• Listing contains a material inaccuracy such as:
  • Incorrect machinery function type (e.g. earthmoving or hacking).
  • Incorrect type (e.g. lorry cranes, mobile cranes).
  • Incorrect specifications (e.g. 25Tons, 45Tons).
  • Incorrect location of the machinery located that will incurred extra transport costs.
  • Feature described in the Listing is not present or does not function (e.g. breakers, arms).

How claims work

To be eligible for rebooking assistance or a refund, the customer who made the reservation may submit a claim by contacting us. Claims must be made to us no later than 72 hours after discovery of the Service Issue and supported by relevant evidence such as photographs or confirmation of the conditions by the Supplier. We will determine whether a Service Issue has occurred by evaluating available evidence.

How this Policy affects Suppliers

If a Supplier cancels an order or another Service Issue disrupts a job, the Supplier will either receive no payout or will have their payout reduced by the amount of the refund to their customer.

In most circumstances we will attempt to confirm a customer’s claim with their Supplier. Suppliers can also dispute a Service Issue by contacting us.

Other things to be aware of

This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a claim, whenever feasible, the customer must notify the Supplier and try to resolve the Service Issue directly with their Supplier. In connection with resolving the issue, customers can request refunds directly from Suppliers. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Supplier. As part of providing rebooking assistance we may, but are not obligated to, pay for or contribute to the cost of new machineries. We may also provide guests with the option of applying the value of a canceled reservation to new machineries, or of receiving credit, in lieu of getting a cash refund.

Where a customer demonstrates that timely reporting of a Service Issue was not feasible, we may allow for late reporting of the Service Issue under this Policy. Service Issues that are caused by the customer are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account termination.

Our decisions under this Policy are binding, but do not affect other contractual or statutory rights that may be available. Any right that customers or Suppliers may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any customer or Supplier. All rights and obligations under this Policy are personal to the booking customer and Supplier of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service.