CharterUP Operator Cancellation Policy

While cancellations by operators are rare, cancellations by operators disrupt customers' plans and undermine confidence in our platform. For that reason, if an operator cancels a confirmed reservation, CharterUP will impose fees and other consequences, including, but not limited to, the consequences described in this Operator Cancellation Policy (the “Policy”). 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 CharterUP operator community, and CharterUP.

Cancellation fees

The fee is based on the reservation amount and when the reservation is canceled:
  • If the reservation is canceled 24 hours or less before scheduled departure, the fee is $750 per vehicle per day, or the full value of the trip, whichever is greater (this fee is requested and processed by an internal team).
    • Example: If an operator cancels a $4,800, 2 vehicle, 2-day trip 15 hours before scheduled departure, the initial calculated fee would be $3,000. However, because this is less than the total trip value, the fee imposed in this scenario will be $4,800, the total value of the trip.
  • If the reservation is canceled more than 24 hours, and 14 days or less, before scheduled departure, the fee is $500 per vehicle, per day.
    • Example: If an operator cancels a 2 vehicle, 2-day trip 10 days before scheduled departure, the fee will be $2,000.
  • If the reservation is canceled more than 14 days, and 30 days or less, before scheduled departure, the fee is $250 per vehicle and per day.
    • Example: If an operator cancels a 2 vehicle, 2-day trip 25 days before scheduled departure, the fee will be $1,000.
  • If the reservation is canceled more than 30 days before scheduled departure, no fee will apply.
    • Example: If an operator cancels a 2 vehicle, 2-day trip 40 days before scheduled departure, no fee will be assessed.
Fees will also be imposed if you fail to promptly arrive at pickup for an accepted reservation, while failing to adhere to the CharterUP trip cancellation sequence noted above (i.e., if you “no show”):
  • If a reservation is canceled after scheduled departure (i.e., if you “no show”), the minimum fee is the full value of the trip.
    • Example: If an operator accepts, but fails to show up for, a $4,500 2 vehicle, 2-day trip, without, the minimum fee will be $4,500. Additional penalties may apply.
Cancellation fees are typically charged at the time of cancellation through a credit card transaction, though may be withheld from future payout(s) to the operator. In addition to the fees and consequences set out in this Policy, operators who cancel, or are found responsible for a cancellation, will not receive a payout for that reservation, or, if the payout has already been made, future payouts will be reduced accordingly.

Other consequences

In addition to a cancellation fee, other consequences may apply, such as preventing the operator from accepting another reservation on the affected dates by blocking the operator's calendar for that date. A calendar block prevents the operator from accepting another reservation on the affected dates. Operators who repeatedly cancel confirmed reservations may experience other consequences, including, but not limited to, suspension, loss of status, and permanent exclusion from the CharterUP network.

Other things to consider

An operator must promptly cancel a reservation that the operator cannot honor 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.