Operator Performance Policy

Why performance is measured

Customers book on BINS APP because they expect the job to happen when it was promised. Operators are independent businesses, and BINS APP does not direct how they run their operations, but the platform does measure the outcomes customers experience and uses those measurements to decide how jobs are distributed and who qualifies for program benefits.

This policy describes what is measured and how it is used. It applies to every operator account on the platform.

Signals we measure

Your operator dashboard shows the current value of each signal below alongside the threshold that applies to you, so nothing here should be a surprise.

Jobs completed

The number of jobs you have completed on the platform, both in total and within the current rolling measurement window.

Acceptance rate

The share of eligible job offers sent to you that you accept. Declining work is allowed; consistently ignoring offers reduces how many you receive.

On-time delivery

The share of accepted jobs delivered or serviced within the committed window.

Cancellation rate

The share of jobs you accepted and then cancelled. This is the signal customers feel most directly, and it is weighted accordingly.

Overall rating

The average customer rating across your completed jobs.

Response time

How long, on average, you take to respond to a job offer or a customer message. Measured in minutes; lower is better.

Completed volume

The value of work completed through the platform within the measurement window, used for program tiering rather than for compliance.

Measurement window

Performance is assessed on a rolling window rather than for all time, so a difficult month does not follow you indefinitely and a strong record long past does not carry you indefinitely either. The window currently used for program eligibility is the trailing 60 days.

Because the window rolls forward continuously, your figures move as older jobs age out of it. Your dashboard reflects the current window.

Current thresholds

The thresholds below are the values currently configured for program eligibility. They are configuration, not commitments: they can be adjusted, and they can differ by market or by program tier. The live values that apply to your account are the ones shown in your dashboard.

• Overall rating: at or above 4.5 out of 5.
• On-time delivery: at or above 90 percent.
• Cancellation rate: at or below 10 percent.
• Payout account: Stripe onboarding completed and verified.
• Documents: insurance and licensing documents current and not expired.

Meeting these thresholds is what the platform refers to as passing the quality gate. Passing the quality gate is a requirement for Operator Growth Program benefits; it is not a guarantee of job volume.

Compliance requirements

Independently of the measured signals, operators must keep the following current at all times. These are conditions of platform access rather than performance metrics, and a lapse can suspend your account immediately.

• Active commercial general liability and auto insurance covering your vehicles, equipment and operations.
• All business licenses and permits required in the markets you serve.
• Compliance with federal, state and local waste-handling and disposal regulations.
• A verified payout account so completed work can be paid out.
• Safe placement and removal of equipment, including on customer property.

How performance affects your account

Performance affects three things: how much work you are offered, which program benefits you can access, and whether your account remains in good standing.

• Job distribution. Operators who accept, arrive on time and complete work are prioritized for eligible jobs in their service area.
• Program eligibility. Passing the quality gate is a precondition for Operator Growth Program tiers and equipment programs.
• Account standing. Sustained shortfalls move an account through the escalation path described below.

Escalation and suspension

Where performance falls below the applicable thresholds, we would normally expect to work through the following steps in order, though serious conduct can move an account straight to suspension or removal.

1. The shortfall is flagged in your dashboard as an item needing attention.
2. Program benefits that depend on the quality gate become unavailable until the shortfall is resolved.
3. Job offers are reduced or deprioritized in favor of operators meeting the standard.
4. The account is suspended pending correction.
5. The account is removed from the platform.

BINS APP may suspend or remove an operator account for non-compliance, unsafe placement, repeated cancellations, failure to complete accepted work, abusive conduct toward customers or staff, or sustained low performance. Nothing in this policy limits that right.

Corrections and appeals

If you believe a figure is wrong — a cancellation recorded against you that was the customer’s, a rating that reflects something outside your control, or an on-time miss caused by site access — contact support with the order reference and what you believe happened.

We will look at the underlying record. Where a measurement was recorded incorrectly, it is corrected. Where the measurement was accurate, we will tell you that and explain what it was based on.

Independent contractor status

Measuring outcomes does not change the relationship between us. Operators using BINS APP are independent businesses. Nothing in this policy creates an employment, partnership, agency or joint-venture relationship, and nothing in it gives BINS APP control over how, when or by whom an operator performs work. Operators remain responsible for their own personnel, equipment, insurance, taxes and compliance.

Changes to this policy

Signals, thresholds and windows may be adjusted as the platform and its markets change. The version published on this page governs, and the current values that apply to your account are always visible in your dashboard.