Supplier Cancellation Policy

Supplier Cancellation Policy Overview

Canceling a confirmed booking disrupts a renter's plans and damages trust in the Sicarro platform. As a supplier, you should make every effort to honor confirmed bookings. However, we understand that emergencies and unforeseen circumstances do occur. This article explains when you can cancel, the consequences, and how to minimize cancellations.

When Suppliers Can Cancel

You may cancel a confirmed booking only in the following situations:

• Before the pickup date: You can only cancel before the rental begins, never during an active rental
• Vehicle emergency: Unexpected mechanical failure or accident that makes the vehicle unsafe
• Personal emergency: Serious personal or family emergency that prevents you from completing the handover
• Safety concern: You have a legitimate, documented safety concern about the renter or the transaction
• Natural disaster: Earthquake, hurricane, or other force majeure event affecting the rental

Penalties for Supplier Cancellations

Supplier cancellations carry progressive penalties:

Cancellation	Penalty
1st (within 90 days)	Warning notification, no financial penalty
2nd (within 90 days)	7-day search ranking demotion
3rd (within 90 days)	Account review, potential 14-30 day suspension
4+ (within 90 days)	Extended suspension or account termination

Impact on Ranking and Visibility

Cancellations have a significant impact on your business:

• Search ranking: Each cancellation lowers your position in search results
• Cancellation rate badge: If your rate exceeds 5%, a warning badge appears on your profile
• Promotion eligibility: Suppliers with recent cancellations are excluded from social media promotions
• Renter trust: Renters can see your cancellation rate and may choose other suppliers
• Recovery period: It takes 90 days of clean record to fully recover from cancellation penalties

How to Cancel a Booking as a Supplier

If you must cancel, follow these steps:

1. Go to Bookings > select the booking
2. Click "Cancel Booking"
3. Select a reason from the dropdown:
   • Vehicle mechanical issue / unsafe condition
   • Vehicle involved in an accident
   • Personal/family emergency
   • Safety concern about the renter
   • Natural disaster / force majeure
   • Other (explain in detail)
4. Write a detailed explanation (required)
5. Upload supporting evidence if applicable (mechanic report, police report, etc.)
6. Click "Confirm Cancellation"
7. The renter is immediately notified and receives a full refund

Legitimate Cancellation Reasons

Vehicle Damage or Breakdown

If your vehicle suffers unexpected damage or breakdown before the rental:

• Provide a mechanic's report or photos of the issue
• This is considered a legitimate cancellation
• Penalties may be waived with proper documentation

Personal or Family Emergency

Serious emergencies that prevent you from completing the rental:

• Medical emergency (yours or immediate family)
• Natural disaster affecting your area
• Provide documentation when possible (not required but helps waive penalties)

Safety Concern

If you have a genuine safety concern about the renter:

• Report the concern to Sicarro support before canceling
• Provide details of the concern (threatening messages, suspicious behavior)
• Sicarro investigates and may waive the cancellation penalty

Renter-Initiated Cancellations

When a renter cancels, the impact on you depends on timing:

• More than 48 hours before pickup: Full refund to renter, your dates are freed up, no impact on you
• 24-48 hours before pickup: Partial refund to renter (you may receive a cancellation fee)
• Less than 24 hours before pickup: You receive a portion of the booking value as compensation
• No-show: You receive the first day's payment; remaining days are refunded to the renter

Renter cancellations do not count against your metrics. Your cancellation rate only reflects bookings you cancel.

Refund Handling

When you cancel a booking:

• The renter receives a full refund regardless of timing
• Refunds are processed within 1-3 business days
• If the renter paid by credit card, the refund appears within 5-10 business days
• Bitcoin Lightning refunds are processed instantly
• You do not earn anything for a booking you cancel

Preventing Cancellations

Calendar Management

• Keep your availability calendar accurate and up to date
• Block dates for personal use, maintenance, and vacations in advance
• Add buffer time between bookings for cleaning and inspections
• Do not accept bookings you are unsure about - it is better to decline than cancel later

Vehicle Maintenance

• Follow a regular maintenance schedule to prevent unexpected breakdowns
• Address minor issues before they become major problems
• Keep a maintenance fund for unexpected repairs
• Have a backup plan if your vehicle needs emergency service

Availability Updates

• Update your calendar immediately when your plans change
• If you know you will be unavailable, block dates as soon as possible
• Pause your listing if you will be unavailable for an extended period

No-Show Policy

If a renter does not show up for the pickup:

• Wait at least 30 minutes past the agreed pickup time
• Contact the renter via messaging and phone
• If no response after 1 hour, report a no-show in the Sicarro app
• You receive the first day's rental payment as compensation
• The remaining days are refunded to the renter
• Your calendar is freed up for the remaining dates
• A no-show is recorded on the renter's profile, not yours