Joyner DSP — Service Standards Policy

1. Purpose

This Service Standards Policy ("Policy") establishes the minimum performance standards, delivery procedures, and conduct requirements applicable to all Joyner Delivery Service Partners ("DSP," "you," or "your") performing last-mile delivery services through the Joyner DSP program. This Policy supplements and is incorporated into the Joyner DSP Delivery Partner Agreement. Consistent adherence to these standards is essential to maintaining Joyner's relationships with its shipper clients and the trust of delivery recipients.

2. Performance Metrics & Minimum Standards

Joyner measures DSP performance on a rolling basis using the following key performance indicators (KPIs). DSPs must maintain performance at or above the minimum thresholds listed:

Performance Metric	Target	Minimum Threshold
Delivery completion rate (first attempt)	95%	90%
On-time delivery rate (within delivery window)	95%	88%
Proof of delivery (POD) capture rate	100%	98%
Package damage / loss rate (per 100 packages)	<0.5%	<1.0%
App check-in compliance (scanning packages at pickup)	100%	99%
Recipient complaint rate (per 100 deliveries)	<1%	<2%

Performance is reviewed weekly. DSPs falling below minimum thresholds will receive a written performance notice. Persistent underperformance may result in route reduction, suspension, or termination of the DSP engagement.

3. Pickup Standards

At every pickup location, DSP must:

• Arrive within the scheduled pickup window — contact Joyner dispatch immediately if arrival will be delayed
• Check in through the Joyner app upon arrival at the pickup facility
• Scan every package barcode through the Joyner app before loading — do not load unscanned packages
• Verify that the physical package count matches the manifest count — report any discrepancy to Joyner dispatch before departing
• Inspect packages for visible damage at pickup — note damaged packages in the app and photograph them before loading
• Load packages securely to prevent shifting, damage, or loss during transit — fragile packages must be loaded with appropriate care
• Depart the pickup facility within fifteen (15) minutes of completing package scan-in, unless delayed by facility operations

4. Delivery Standards

4.1 General Delivery Requirements

• Deliver packages within the time window specified in the Joyner app for each delivery address
• Follow the specific delivery instructions for each package as displayed in the app (e.g., front door, mailroom, signature required, leave with neighbor)
• Handle all packages with care — do not throw, drop, or roughly handle packages at any time
• Do not leave packages in locations that are unsecured, exposed to rain or direct sunlight, or not in compliance with the delivery instructions
• Do not leave packages at an address where access is clearly restricted or where leaving the package would pose a risk of theft

4.2 Proof of Delivery (POD)

POD must be captured through the Joyner app for every delivery, regardless of whether a signature is required:

• Standard deliveries: Photograph of the package at the delivery location, showing the package clearly in context of the delivery address (door number, building entrance, mailbox area visible)
• Signature-required deliveries: Recipient signature captured through the Joyner app, plus a photograph of the delivered package
• Mailroom / reception deliveries: Name and signature of the receiving staff member, plus a photograph of the package being handed over
• Package left with neighbor: Name and unit/address of the neighbor accepting the package, plus photograph

POD photographs must be clear, in focus, and taken at the time of delivery — not staged or taken at a different location. Falsified POD is a serious violation and grounds for immediate termination and potential legal action.

4.3 Failed Delivery Attempts

If delivery cannot be completed on the first attempt (recipient not home, access denied, incorrect address, etc.):

• Mark the delivery as attempted in the Joyner app with the reason for non-completion
• Leave the appropriate delivery attempt notice at the address where safe and permitted
• Do not leave the package unattended if it is a signature-required delivery or if leaving it unsecured would pose a theft risk
• Return undeliverable packages to the designated return location specified in the app at the end of the delivery shift
• Contact Joyner dispatch for guidance on packages where delivery instructions are unclear or where access issues require resolution

5. Recipient Interaction Standards

When interacting with delivery recipients, DSP must:

• Be courteous, professional, and respectful at all times
• Not enter a recipient's home or business without being invited and only to the extent necessary to complete the delivery
• Not engage in extended personal conversation with recipients beyond what is necessary to complete the delivery
• Not solicit tips, gratuities, or personal contact information from recipients
• Not discriminate against any recipient based on race, color, ethnicity, national origin, religion, sex, gender identity, sexual orientation, age, disability, or any other protected characteristic — see the Joyner Non-Discrimination Policy
• Treat all recipients with dignity and respect consistent with the Joyner Community Guidelines

6. Vehicle & Appearance Standards

• Vehicles used for Joyner DSP deliveries must be clean and presentable — visibly dirty or cluttered vehicles reflect poorly on Joyner's shipper clients
• DSP and any assistants must be dressed in clean, appropriate attire — no offensive imagery, profanity, or inappropriate content on clothing or vehicles
• DSP must not display signage, decals, or branding that could be mistaken for Joyner branding without Joyner's prior written approval

7. Safety Standards

• Operate vehicles safely and in compliance with all applicable traffic laws at all times
• Never use a handheld mobile device while operating a vehicle — use hands-free navigation and pull over safely before interacting with the Joyner app
• Never operate a vehicle while impaired by alcohol, drugs, medication, or fatigue
• Report any vehicle accident or traffic citation occurring during a Joyner delivery shift to Joyner dispatch within two (2) hours
• Do not enter properties or buildings where there are visible safety hazards — contact Joyner dispatch for guidance
• If you encounter a dangerous situation at a delivery address (threatening person, unsafe conditions), leave the area immediately, contact law enforcement if necessary, and notify Joyner dispatch

8. Package Security & Theft Prevention

• Never leave your vehicle unattended with packages visible or accessible — lock your vehicle whenever you exit to make a delivery
• Do not leave packages in your vehicle overnight — return all undelivered packages to the designated return location at the end of each shift
• Report any suspected package theft — from your vehicle or at a delivery address — to Joyner dispatch and law enforcement immediately
• Never open, tamper with, or remove contents from any package — this constitutes theft and will result in immediate termination and referral to law enforcement

9. App & Communication Requirements

• Keep the Joyner delivery app active and your location sharing enabled throughout your delivery shift
• Respond to Joyner dispatch communications within fifteen (15) minutes during active delivery hours
• Update delivery status in the app in real time — do not batch-update multiple deliveries at once
• Notify Joyner dispatch immediately of any situation that will prevent completion of your assigned route

10. Prohibited Conduct

The following conduct is strictly prohibited and constitutes a material breach of the DSP engagement:

• Falsifying POD photographs, signatures, or delivery records
• Stealing packages or package contents
• Leaving packages at incorrect addresses and marking them as delivered
• Abandoning a route without notifying Joyner dispatch
• Operating a vehicle while impaired
• Photographing or recording recipients without their consent
• Harassing, threatening, or abusing recipients or members of the public
• Sharing recipient personal information with any third party

11. Consequences of Policy Violations

Violations of this Policy may result in:

• Written performance warning for first-time or minor violations
• Temporary suspension from route assignments pending investigation
• Forfeiture of compensation for the affected delivery shift where violations result in undeliverable packages
• Permanent termination of the DSP engagement for serious or repeated violations
• Recovery of package loss or damage costs from DSP compensation
• Referral to law enforcement for theft, fraud, or other criminal conduct

12. Contact

DSP service standards inquiries: dsp@myjoyner.com | Joyner Transportation & Logistic Services LLC | Atlanta, Georgia.