Supplier Policies Overview
As a Sicarro supplier, you are part of a trusted community of car owners and rental agencies serving renters in El Salvador. These policies ensure a safe, fair, and professional experience for everyone. Understanding and following these guidelines protects your account, your reputation, and your earnings.
💡 Tip: Suppliers who consistently follow platform policies earn 50% more on average than those who receive warnings. Policies are designed to help you succeed, not limit you.
Response Time Requirements
- Booking requests: Respond within 24 hours (approve or decline)
- Renter messages: Respond within 12 hours during business hours
- Damage reports: File within 24 hours of vehicle return
- Document updates: Submit renewed documents within 7 days of expiration
Requests not responded to within 24 hours are automatically declined and count against your response rate. Your response rate is visible on your profile and affects your search ranking.
Acceptance Rate Targets
Your acceptance rate is the percentage of booking requests you approve over the last 90 days:
| Acceptance Rate | Status | Impact |
|---|---|---|
| 80%+ | Excellent | Priority placement in search results, eligible for promotions |
| 60-79% | Good | Standard visibility, no penalties |
| 40-59% | Below Target | Reduced search visibility, advisory notification |
| Below 40% | At Risk | Account review, potential listing suspension |
To maintain a high acceptance rate, keep your calendar up to date and only mark dates as available when you are genuinely ready to rent.
Cancellation Limits
Supplier-initiated cancellations are taken seriously because they disrupt renters' plans:
- Target: Keep supplier cancellations under 5% of all bookings
- First cancellation: Warning notification, no penalty
- Second cancellation (within 90 days): Temporary search demotion for 7 days
- Third cancellation (within 90 days): Account review and potential 30-day suspension
- Legitimate exceptions: Documented vehicle emergencies, natural disasters, and safety concerns are reviewed on a case-by-case basis
Vehicle Condition Standards
All vehicles listed on Sicarro must meet minimum condition standards:
- Vehicle must be under 12 years old
- Engine and transmission in good working order
- All safety systems functional (brakes, lights, horn, seat belts)
- Air conditioning working properly
- No active dashboard warning lights
- Tires with adequate tread (minimum 3mm)
- Clean interior and exterior for every rental
- Spare tire, jack, and basic tools present
- Valid tarjeta de circulacion and insurance in the vehicle
Pricing Guidelines
- Fair pricing: Set prices that reflect the true value of your vehicle
- Transparency: The listed price should be the total daily rate - no hidden add-ons
- Price gouging: Extremely inflated prices during emergencies or disasters are prohibited
- Accuracy: If you offer weekly or monthly discounts, honor the listed discounted rate
- Additional fees: Airport delivery, fuel service, and extra driver fees must be disclosed in your listing
Insurance Requirements
Active vehicle insurance is mandatory for all Sicarro suppliers:
- Insurance must be current and valid at all times
- Minimum coverage: third-party liability
- Recommended: comprehensive coverage (collision, theft, natural disaster)
- Upload renewed insurance documents before the current policy expires
- Listings are automatically deactivated if insurance expires
- Insurance must cover commercial rental use of the vehicle
⚠️ Non-Negotiable: There is zero tolerance for operating without valid insurance. If discovered, your account will be immediately suspended until proper insurance is uploaded and verified.
Communication Standards
- Be professional, courteous, and helpful in all interactions
- Use appropriate language (no profanity, threats, or discriminatory remarks)
- Respond to all messages within 12 hours
- Provide accurate information about your vehicle and rental terms
- Do not attempt to take transactions off the Sicarro platform
- Report any suspicious or threatening communication to Sicarro support
Review and Rating System
After each rental, both suppliers and renters can leave reviews:
- Reviews are based on a 1-5 star scale
- Written comments provide additional context
- Reviews are visible on your public profile
- You cannot edit or delete reviews
- You can respond to reviews publicly (professionally and constructively)
- Sicarro may remove reviews that contain false information, hate speech, or threats
- Maintaining a 4.0+ average rating is important for search placement
Account Warnings and Suspensions
Sicarro uses a progressive enforcement system:
Level 1: Advisory Notice
- Sent for minor issues (low response rate, missed document update)
- No account impact, informational only
- Correct the issue within 14 days
Level 2: Formal Warning
- Sent for repeated minor issues or a single moderate policy violation
- Search ranking is temporarily reduced
- Correct the issue within 7 days
Level 3: Temporary Suspension
- Listings are hidden for 7-30 days
- Cannot receive new bookings during suspension
- Must complete a reinstatement process
Level 4: Permanent Suspension
- Reserved for serious violations: fraud, safety endangerment, harassment
- Account permanently closed
- Pending payouts are processed per the Terms of Service
Policy Violation Consequences
| Violation | Consequence |
|---|---|
| Expired insurance | Automatic listing deactivation |
| Unsafe vehicle condition | Listing suspension until resolved |
| Off-platform transactions | Formal warning, repeat = suspension |
| Fraudulent listings or photos | Permanent suspension |
| Harassment or discrimination | Permanent suspension |
| Excessive cancellations (3+ in 90 days) | Account review, potential suspension |
Staying Updated on Policy Changes
- Sicarro notifies suppliers of policy changes via email at least 14 days before they take effect
- Major changes are also announced in the supplier dashboard
- Review the help center periodically for updated guidelines
- Policy questions can be directed to suppliers@sicarro.com
✅ Summary: Treat renters well, maintain your vehicle, keep your documents current, respond promptly, and follow the rules. Doing these simple things consistently will make you a top-performing supplier on Sicarro.
