New Load Cancellation Policies
CloudTrucks is dedicated to building the highest quality, most reliable digital fleet in the trucking industry. In order to better serve our valued drivers and brokerage partners, we have established new load cancellation policies.
Overview: Drivers should make every effort to avoid canceling booked loads. We are now following a 3-strikes-and-you’re-out system for loads canceled in bad faith within 24 hours of pick-up time.
Our fleet now has over 400 trucks. At the moment, nearly all of our loads are via spot freight from brokerages. This dynamic is unique for carriers our size and can make it difficult for brokers to compare us to other similarly sized fleets – especially for evaluations like FreightGuard reports. We work with many brokers on a daily basis and we are more prone to FreightGuards as a result of taking more brokerage spot loads. But we all know the FreightGuards are not good for our community – especially not for you, our drivers when you’re trying to book a load.
We understand cancellations are sometimes necessary, but we have to avoid them as much as possible to protect our community from FreightGuards.
As such, we have implemented the following policies for load cancellations:
- Drivers should make every effort to avoid canceling booked loads.
- If you cancel a load within 24 hours of pick-up time, the impacted broker will have the option of blocking you from booking a load with them on our platform in the future.
- Each cancellation within 24 hours will be classified as a late cancellation and will be marked on your driver profile.
If you have to cancel a load within 24 hours due to reasons beyond your control, please call or text 415-480-2336 and let our team know so we can understand and consider the context.
If we can verify that the load had to be canceled due to reasons beyond your control, your cancellation will be classified as a late cancellation.
- If your late cancellation is deemed avoidable and canceled in bad faith, it will be classified as a “bad cancellation”. Bad faith can include but is not limited to:
Booking another load for a higher price
Deciding you prefer to do something else instead
Canceling for a reasonable cause but not providing proper and timely communication to allow the broker to organize a backup
Providing misleading information about location or status
- We are now following a three-strike system for bad cancellations:
If you get a bad cancellation and it is your first time doing so, you will be blocked from booking a load for 24 hours and generating revenue for that 24 hour time period.
If you have a second bad cancellation, you will be blocked from booking another load for 48 hours and generating revenue for that 48 hour time period.
Drivers who accumulate a third bad cancellation will be terminated from CloudTrucks.
We are committed to turning the tide on our FreightGuards and being a valuable resource for you as we continue to grow. We are confident that every driver in our community can demonstrate best-in-class service – doing so will ensure that each of you can book the loads you want without any issues and the broader CloudTrucks community can build strong relationships with brokers.