Effective Date: November 24, 2022
While cancellations by Suppliers are rare, and some cancellations are beyond a Supplier’s control, certain cancellations by Suppliers can disrupt customer plans and undermine confidence in our community. For that reason, under certain circumstances, if the Supplier cancels a confirmed order reservation, or if the Supplier is found to be responsible for a cancellation under this Policy, Star Macs may impose fees and other consequences. The fees and other consequences set out in this Policy are intended to reflect the costs and other impacts of these cancellations on customers, the broader Supplier community and Star Macs. We will waive the fees and, in some cases, the other consequences, if the Supplier cancels because of Extenuating Circumstances or certain valid reasons beyond the Supplier’s control.
If a Supplier cancels a reservation for a preventable reason, an updated fee will be deducted from future payouts. The fee depends on the reservation amount and how close to start work time the reservation is canceled.
A fee will also apply if a customer is unable to use the machinery because it poses a significant health risk, or because the machinery is substantially different from the listing description, like if a Supplier machinery is a 45Ton but actually is a 20 Ton Crane. These reservations (and other examples below in the “Answers to frequently asked questions” section) will be treated like last-minute cancellations.
The total reservation cost used to calculate the fee includes the rental rate, transport fee, but excludes taxes. For rents 28 days or longer, the reservation cost up to the first 30 days is used to calculate the fee.
- If the reservation is canceled more than 30 days before start work, the fee is 10% of the reservation amount.
- If the reservation is canceled more than 48 hours and less than 30 days before start work, the fee is 25% of the reservation amount.
- If the reservation is canceled 48 hours or less before start work, or after start work, the fee is 50% of the reservation amount for the days not used.
Cancellation fees are typically withheld from the next payout(s) to the Supplier as provided in the Payments Terms of Service. In addition to the fees and consequences set out in this Policy, Suppliers who cancel, or are found responsible for a cancellation, will not receive a payout for that reservation, or, if the payout has already been made, the future payouts will be reduced accordingly.
Situations in which fees may not apply
We will waive the fees set out in this Policy in appropriate situations, for example if the Supplier cancels because of Extenuating Circumstances or certain valid reasons beyond the Supplier’s control.
In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.
Suppliers who believe one of these situations applies will be required to provide documentation or other support. We will determine whether to waive any fees and other consequences after evaluating the evidence.
In addition to a cancellation fee, other consequences may apply, such as preventing the Supplier from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar. A calendar block prevents the Supplier from accepting another reservation for the Listing on the affected dates.
Suppliers who repeatedly cancel confirmed bookings without a valid reason may experience other consequences, as explained in our Terms of Service. For example, Suppliers may have their Listing or account suspended or removed, and may lose their MachineKing Status.
Other things to consider
A Supplier must promptly cancel a reservation that the Supplier cannot honor and may not encourage the customer to cancel the reservation.
Providing false statements or materials in connection with this Policy violates our Terms of Service and may result in account termination and other consequences.
Supplier penalties for canceling reservations
Effective through: 13/12/2022
Cancellations mess with customers’ plans and can reduce confidence in our ecosystem, so as a Supplier you should do your best to fulfill all confirmed reservations. If something has come up and you simply can’t fulfill a reservation for any reason, it’s your responsibility (and not your customer’s) to cancel as quickly as possible to allow your customer time to make new arrangements.
There are certain limited circumstances where there are no adverse consequences to canceling.
If you cancel a confirmed reservation, a fee will be deducted from your first payout after the cancellation. The amount depends on when you accepted the reservation and how soon before check-in you canceled it:
- More than 7 days before check-in, RM50 will be deducted from your next payout
- Less than 7 days before check-in, RM100 will be deducted from your next payout
If you cancel a confirmed reservation, your calendar may be blocked. This means you won’t be able to accept another reservation that overlaps with the canceled one. Please note: Star Macs can block your calendar if you haven’t provided all the information required for your account.
If you cancel before the day of check-in, an automated review will be posted to your listing’s profile indicating that you canceled one of your reservations. These reviews can’t be removed, but you may be able to write a public response to clarify why you needed to cancel.
If you cancel on the day of start work or later, customers can choose to leave a public review on your listing’s profile.
Account suspension and deactivation
If you cancel 3 or more reservations within a year, we may suspend or deactivate your listing.
Don’t chance losing your MachineKing status. You must continue to meet the MahcineKing requirements during each assessment period, including a less than 1% cancellation rate.