Deactivation policy

Deactivation policy

This explains when a SHYNIT account can be suspended or deactivated, how the decision is made, and what you can do about it. It sits alongside the Shyner Service Agreement, which governs our relationship; where the two differ, the agreement governs.

The principle

Deactivation is a decision a person makes. No account is deactivated automatically by a threshold. Numbers decide when an account is looked at; they do not decide the outcome.

Wherever we can do it safely and lawfully, we will tell you what the concern is and give you a chance to respond before a decision is final.

What leads to a review

Performance

Your account becomes eligible for review when your customer rating falls below our published standard, measured once you have enough ratings for the figure to mean anything. The current threshold and the rating minimum are both served to the app, so the number on your Ratings screen is always the one in force.

Persistently missing the targets on acceptance, completion or on-time arrival can also lead to a review. These are targets, not cliffs: a single bad week is not a case, and a metric that has not been measured yet is never held against you.

Cancellations for a genuine emergency are exempt from the completion-rate consequence twice in any 90 days. Penalising emergencies pushes people to attend jobs they should not attend.

Conduct and safety

Some things lead to immediate suspension while we investigate, because the risk of waiting is too high:

• any credible report of violence, threats, harassment or discrimination;
• any report of impairment while working;
• unsafe driving in connection with a job;
• entering a customer's home or vehicle beyond what the job requires;
• misuse of a customer's address, phone number or other details.

Fraud and account integrity

• claiming work that was not done, or falsifying proof photos;
• manipulating ratings, offers or payouts;
• letting somebody else use your account, or using somebody else's;
• providing false information during onboarding or verification.

Documents and eligibility

Your account is paused — not deactivated — when something required to work lapses: an expired certificate for a service that needs one, a background check that is due for renewal, or payout details we cannot verify. Putting the document right restores the account.

Suspension and deactivation

Suspension is temporary. You stop receiving offers while we look into something. Any job already accepted is reassigned, and you are paid for work already completed.

Deactivation ends your access to the platform.

In both cases, money you have already earned remains yours and is paid out through your existing payout account. We do not withhold completed earnings as a consequence of a deactivation.

Appeals

You can appeal a suspension or a deactivation by contacting support from the app, or by email if you can no longer sign in. Tell us anything we may not have: job references, photographs, or your account of what happened. A person who was not involved in the original decision reviews the appeal.

[To be confirmed: appeal window, target response time, and the address for appeals from a deactivated account.]

Reapplying

Where a deactivation is not permanent, your account shows when you may reapply. Some grounds — those under Conduct and safety, and Fraud and account integrity — are permanent.

Your data

Deactivation does not by itself delete your account. You can request deletion from Settings, and we keep what the law and our tax obligations require us to keep. Our Privacy Policy explains what that is and for how long.