Service Provider/Partner Cancellation Policy and Service Level’s Cost Recoveries
In the event of a Cancellation made by the Service Provider/Partner or a breach of a Service Level, Cost Recoveries will apply.
Please note that this is intended to be a summary only for guidance, and we would always recommend you refer to your signed copy of our Ground Transportation Services Agency Agreement or Platform Services Agreement for full details of the applicable terms.
In summary:
| Time of Cancellation | Cancellation Party |
Cost Recoveries (as % of the Net Rate for applicable Booking) |
Liability for Cost Recoveries |
| More than the Advance Cancellation Lead Time prior to Pickup Time | The Agent | 0% | Not applicable |
| Less than the Advance Lead Time prior to Pickup Time | The Agent | 100% | The Agent |
| More than 24 hours in advance of Pickup Time (“Declines”) | Service Provider | 0% | Service Provider |
| Less than 24 hours but more than 2 hours in advance of Pickup Time | Service Provider | 100% | Service Provider |
|
2 hours or less in advance of Pickup Time OR Journeys where the Driver is a no-show (e.g. does not turn up, does not wait the Minimum Waiting Period, etc) |
Service Provider | 150% | Service Provider |
| Service Level | Party |
Cost Recovery (as % of the Net Rate for applicable Booking) |
Liability for Cost Recoveries |
| Driver no-show: Journeys where the Driver does not turn up, arrives more than 20 minutes after the agreed Pickup Time or does not wait the full Minimum Waiting Period. Excludes Customer No-Shows: which have been communicated to the Agent by Supplier and where the BTL Customer Service Agent has agreed that “Stand Down” status applies | Service Provider | 150% | Service Provider |
| Journeys where the Driver is delayed and not present at the Pickup Location at the Pickup Time (accounting for any flight tracking or other offsets in Pickup Time if applicable) | Service Provider | 50% | Service Provider |
| Journeys where the Service provided does not match what was booked by the Customer (e.g. the Vehicle sent was a downgrade, Vehicle is dirty, uncomfortable, significant odour, Vehicle does not have the seats and luggage space as specified in the booking, missing extras, or other upheld customer complaint) | Service Provider | 25% | Service Provider |
Where:
“Advance Lead Time” means the minimum fixed time period prior to the start of a Journey that the Service Provider can support, agreed between us.
“Minimum Waiting Period” means on pre-booked bookings for:
(i) a non-airport location pickup: 15 minutes; and
(ii) an airport location pickup: 45 minutes as a meet & greet/15 minutes as a curbside/0 minutes if a desk pickup
“Pickup Time” means the time the Customer is due to meet the Driver at the Pickup Location in order to start the Journey (as specified in the Booking details, but can also be adjusted where the Customer’s flight is early or delayed as per the Flight Tracking requirements).
So:
- Where you cancel or decline the Journey more than 24 hours in advance of the Pickup Time, a 10% Cost Recovery against the Net Rate will be payable by you.
- Where you cancel or decline the Journey between 2hrs-24hrs in advance of the Pickup Time a 100% Cost Recovery against the Net Rate will be payable by you.
- Where you cancel or decline the Journey within 2hrs of the Pickup Time, or your Driver is a no-show, a 150% Cost Recovery against the Net Rate will be payable by you.
- Where your Driver is delayed and not present at the Pickup Location at the Pickup Time, a 50% Cost Recovery against the Net Rate will be payable by you.
- Where the Service provided does not match what was booked by the Customer, or otherwise there is a Customer complaint, a 25% Cost Recovery against the Net Rate will be payable by you.
Why do we charge these Cost Recoveries?
These Cost Recoveries are to ensure that customer bookings are being allocated to Service Providers that can guarantee the Journeys will be completed in accordance with our expected standards. They will not apply if the Customer is a no-show and we have agreed with you to ‘stand down’ the booking.
Any Cancellations / Declines made by Service Providers result in high costs for Booking.com to attempt to re-allocate the booking to an alternative Service Provider, assist the Customer to arrange alternative travel or will result in a full cancellation for the Customer. This is a poor experience for Booking.com customers and so Service Provider Cancellations / Declines should only be made in very extreme circumstances outside your control.
If for any reason you are facing operational challenges that may risk the successful execution of Journeys, we would encourage use of the Stop Sale tools within the Partner Portal to block any periods of risk.
How do we collect these Cost Recoveries?
Any Cost Recoveries due to Cancellations / Declines made by you will be deducted from your payment. These Cost Recoveries will be visible on your payment advice.
In case of a Cancellation by the Customer less than the advance cancellation lead time prior to pickup time, Booking.com will pay you the 100% of the Net Rate which will be displayed on your payment advice. You are responsible for paying any VAT or similar taxes (if applicable) in relation to the Net Rate received from Booking.com.