Canceled Shipments Policy (for Drivers)
To balance both sides, My Animal Transport has created a cancellation policy designed to protect shippers while giving drivers a fair and transparent process.
First Cancellation
- Your account will be temporarily locked.
- Our support team will email you to confirm that you understand the cancellation policy.
- Once you reply and confirm, your account will be unlocked.
Second and Subsequent Cancellations
- If your cancellation rate over the last 4 weeks remains under 20%, you may continue using My Animal Transport.
- If your cancellation rate rises above 20%, your account will be locked. You will also be responsible for covering the most recent booking fee lost by the shipper. Once that fee is paid, your account will be unlocked.
- If multiple cancellations occur after you exceed the 20% limit, your unlock fee will be based on the highest booking fee lost among those shipments.
Escalating Fees for Ongoing Cancellations
- Ongoing cancellation rates over 20% may result in escalating fees:
- Second lock within 4 weeks: 150% of the most recent booking fee lost
- Third lock within 8 weeks: 200% of the most recent booking fee lost
- Fourth lock within 12 weeks: 300% of the most recent booking fee lost
- Fifth lock within 16 weeks: 400% of the most recent booking fee lost
Account Locking
- In addition to the above measures, My Animal Transport reserves the right to temporarily or permanently lock an account if repetitive cancellations continue despite penalties.
Justified Cancellations and Exceptions
- Before any account lock or fee is applied, our support team will contact you and give you 72 hours to dispute the cancellation. If your cancellation falls under a justified reason, there will be no penalty added to your profile. If you are found at fault, the cancellation will be recorded and factored into your overall rate. Penalties remain visible on your profile for 4 weeks, then expire automatically.
Changed terms or missing details:
If a shipper changes the agreement after selecting you, or failed to provide complete details, contact us at support@myanimaltransport.com to explain.
Vehicle malfunction or repair:
If your vehicle breaks down or requires emergency repairs, provide proof (such as a repair bill) to our support team. These cancellations will not be penalized.
Severe weather:
Weather events beyond your control are recognized as valid reasons for cancellation. Email support to document the situation.
Please note:
Disputes submitted after the 72-hour window cannot remove penalties already applied, but any related admin fees may still be waived.
Canceled Shipments and Reviews
- We understand that cancellations can sometimes lead to negative reviews. To keep things fair:
- If you cancel within 24 hours of being selected, or if the cancellation occurs 7 or more days before pickup, negative reviews related to that cancellation will be removed.
- Negative feedback will also be removed in any case of a justified cancellation.
Summary
Our goal is to provide shippers with reliable, stress-free service while giving drivers a fair process when life throws a curveball. By following this policy, we ensure a safe, transparent, and professional marketplace for everyone.