Deactivation Policy

Last updated: March, 2019

At Joshin we are proud to provide people with flexible work opportunities that allow them to be their own boss, make meaningful money, and expand their care experience.

As someone who provides care using the Joshin platform (a “Joymaker”), you  regularly interact with customers. The most successful Joymakers are able to perform Care Dates positively and professionally, providing a great experience for everyone on the platform and resulting in more customer bookings and more money you earn. However, occasionally there are situations where a Joymaker engages in activity that harms the platform, which could lead to the that Joymaker’s account being deactivated.

We want to be clear, upfront, and transparent about the reasons an account may be deactivated and what Joymakers can do about it. Below, is our Deactivation Policy and the related process. If you have additional questions about Joshin, please contact hello@joshin.com.

YOUR RATINGS ON JOSHIN

Background:
Customers who book a Care Date through Joshin are asked to rate each Joymaker on a scale of one to five stars. Ratings are critical to the success of the Joshin platform because they help ensure that the Care Dates completed through the platform are high in quality. Joymakers who are consistently late or behave unprofessionally typically receive lower ratings.

How it affects you:
Each Joshin market has a rating threshold that Joymakers must maintain to continue using the Joshin platform. You are responsible for monitoring your rating. Your Joymaker rating threshold can be here. You are responsible for monitoring your rating. However, as a courtesy we may let you know if your rating starts falling near the threshold level. If your rating falls below the threshold, your account may be deactivated.

ACCEPTING AND CANCELING BOOKINGS

Background
The Acceptance Rate is the percent of times a Joymaker accepts a Care Date that is offered to him or her through the app. Before a Joymaker must decide whether to accept a Care Date opportunity, the Joymaker app provides a number of key facts about the order including the name of the customer, the destination of the Care Date and the customer hourly rate.

The Completion Rate is the percent of Care Dates that a Joymaker completes once he or she has accepted a Care Date opportunity. Failing to complete a Care Date that has been accepted leads to a poor experience for customers and Joymakers - it means that a customer’s Care Date will likely be delayed, and a new Joymaker will be put in a tougher position when he or she accepts a Care Date that is already late.

How it affects you:
As your own boss, you have the right to decline any Care Date opportunity. However, Joymakers occasionally forget they have entered availability or remain unavailable for an extended period. If you do not show availability for an extended amount of time, for example over 30-days, Joshin may conclude that  you no longer desire to provide Care Dates. Joshin also notes that an extremely low Acceptance Rate may be an factor in the deactivation of your account.

KEEPING THE PLATFORM SAFE AND SECURE

At Joshin, the safety of Joymakers and customers, who use the Joshin platform is paramount. We want to make sure you feel safe when performing Care Dates, that customers feel comfortable working with Joymakers, and that customers never need to be concerned about a Joymaker working in their home.

Creating an unsafe environment for anyone on the platform is grounds for immediate deactivation. These unsafe behaviors include, but are not limited to:

  • Violence or inappropriate behavior, including abusive language - Exhibiting objectively unsafe behavior, including physical or verbal assault of a customer another Joymaker, or any other person.

  • Use of alcohol and drugs - Conducting a Care Date while under the influence of alcohol or drugs.

  • Discrimination or harassment - Joshin is committed to providing a platform free from discrimination and harassment and therefore prohibits discrimination and harassment by, or directed at, Joymakers, merchants, customers or Joshin employees because of race, color, sex, gender, national origin, ancestry, religion, creed, physical or mental health, medical condition, marital status, sexual orientation, age, profession or any basis protected by federal, state or local law.

  • Unsafe driving - Exhibiting objectively unsafe conduct during transportation, including texting and driving, not pulling over before examining or accepting a Care Date opportunity, and failing to be conscientious while using navigation apps. Joshin evaluates Joymakers involved in accidents for potential deactivation, depending on the relevant facts and circumstances Joshin is able to determine.

  • Failure to comply with the law - Violating any local, state or federal law while using the Joshin platform, including any applicable criminal or traffic laws.

  • Failure to pass a background check - Failing to meet Joshin’s background check criteria is grounds for being denied access to the Joshin platform or account deactivation if you have already accessed the platform.

ABUSING THE PLATFORM

Much of the Joshin platform rests on our essential business standards of integrity and fair dealing. We trust Joymakers to use the app honestly and with integrity. Accounts of Joymakers that abuse our services or engage in fraud will be deactivated. Examples of abuse and fraud include, but are not limited to:

  • Providing information that is fraudulent or inaccurate - Misrepresenting information during signup, giving false information to the support team or Customers, or failing to identify accurately the mode of transportation being used to provide transportation during Care Dates.

APPEALS

You can appeal the deactivation of your Joymaker account under our Deactivations Policy by emailing details which you feel support the continuation of your account to hello@joshin.com. This review process will apply to deactivations from the Joshin platform that were based on violations of the Independent Contractor Agreement or Deactivation Policy, and include, but are not limited to, violations such as abuse, fraud, or violating the safety of the platform. This review process will not apply to deactivations that were based on objective metrics such as minimum Customer Rating or Completion Rate thresholds.