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Provider cancellation

Effective Date: March 22, 2023.

While cancellations by Providers are rare, and some cancellations are beyond a Provider’s control, certain cancellations by Providers can disrupt customer plans and undermine confidence in our community. For that reason, under certain circumstances, if the Provider cancels a confirmed booking, or if the Provider is found to be responsible for cancellation under this Policy, Car Valet Hero 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 Provider community and Car Valet Hero. We will waive the fees and, in some cases, the other consequences, if the Provider cancels because of Extenuating Circumstances or certain valid reasons beyond the Provider’s control.

Cancellation fees

We will impose a cancellation fee

  • 50% of the listed service amount if the reservation is cancelled 24 hours or less before the service booked time
  • 25% of the listed service amount if the reservation is cancelled more than 24 but less than 48 hours before the service booked time
  • 10% of the listed service price if the booking is cancelled more than 48 hours before the service booked time.

Calculated cancellation fees exclude VAT and customer refunds. If the calculated cancellation fee is less than €50 EUR, it will be adjusted up to €50 EUR.

Cancellation fees are typically withheld from the next payout(s) to the Provider or paid by the Provider by the agreed means as provided in the Payments Terms. In addition to the fees and consequences set out in this Policy, Providers who cancel, or are found responsible for 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 Provider cancels because of Extenuating Circumstances or certain valid reasons beyond the Provider’s control.

In the event a fee is waived, other consequences may still apply, like blocking a Listing’s calendar.

Providers 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.

Other consequences

In addition to a cancellation fee, other consequences may apply, such as preventing the Provider from accepting another reservation for the Listing on the affected dates by blocking the Listing’s calendar. A calendar block prevents the Provider from accepting another reservation for the Listing on the affected dates.

Providers who repeatedly cancel confirmed bookings without a valid reason may experience other consequences, as explained in our Terms of Service.

When a Provider is found responsible for a cancellation

Where this Policy mentions a Provider being found responsible for a cancellation, it refers to situations where conditions are grossly and materially different from how the Listing was described at the time of booking. Examples may include: double-booking a Listing and being unable to provide the promised service, substituting a service booked by the customer with another service without the prior customer’s consent, or gross Listing inaccuracies that materially change the service matter.

Other things to consider

A Provider must promptly cancel a reservation that the Provider cannot honour 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.

This Policy applies to cancellations that occur on or after the effective date. Any right that customers or Providers may have to initiate legal action remains unaffected. Any changes to this Policy will be made in accordance with our Terms of Service.

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