Understanding & improving your tier

How it works

You start as a New Pro, scored nightly and re-tiered weekly across Red, Intro, and Blue. The move to the Engaged tiers — Bronze, Silver, Gold, Platinum, re-tiered quarterly — happens only at the start of a quarter. It takes 3 months on the app and 20 completed lawn mowing jobs in the 12 months before that quarter starts. Until then you stay on Blue, Intro, or Red, updated weekly.

Your tier is set by whichever of your three metrics scores weakest: steady performance across all three moves you up, but one weak metric caps you no matter how strong the others are. A customer cancelling their service doesn't count against you the same way every cancellation does — see Key facts.

What you control

• Performance (open the menu and tap "Performance") — your tier is at the top. The "Statistics" card shows "Next tier update," "Average of ratings" ("Rating score" for New Pros), "% of jobs completed," and "% of jobs canceled." Everything refreshes nightly.
• Estimated Standing (Engaged Pros only) — toggle on a metric to see the tier you're projected to land at next quarter's update.
• Tier System Explained — an in-app card with the full threshold table for every tier.

Key facts

• Your tier is set by exactly three rolling metrics: average rating ("Rating score" for New Pros), completion rate, and cancellation rate.
• Only lawn mowing jobs count toward your tier. Your rating, % of jobs completed, and % of jobs canceled all come from your lawn mowing jobs, so bush trimming jobs don't move them.
• Your tier is set by whichever of your three metrics scores weakest — one weak metric caps your tier even when the other two are strong.
• Two separate tracks: New Pro (Red, Intro, Blue) is scored on "Rating score" and re-tiered weekly. Engaged (Bronze, Silver, Gold, Platinum) is scored on your Average Rating over the trailing four quarters and re-tiered quarterly. The move to Platinum, Gold, Silver, or Bronze happens only at the start of a quarter. It takes 3 months on the app and 20 completed lawn mowing jobs in the 12 months before that quarter starts. Until then you stay on Blue, Intro, or Red, updated weekly. Under 20 jobs, you stay New; only at 12+ months with fewer than 20 jobs do you become Disengaged. A Disengaged Pro moves back up the same way, only at the start of a quarter.
• What you need to hit each tier. New Pro (weekly): Blue — "Rating score" ≥ +3, Completion ≥ 55%, Cancellation ≤ 8%. (Intro and Red sit below Blue's thresholds.) Engaged (quarterly): Platinum — Rating ≥ 4.8, Completion ≥ 70%, Cancellation ≤ 5%. Gold — Rating ≥ 4.5, Completion ≥ 55%, Cancellation ≤ 8%. Silver — Rating ≥ 4.0, Completion ≥ 40%, Cancellation ≤ 12%. Bronze — any metric below Silver's floor (Rating < 4.0, Completion < 40%, or Cancellation > 12%).
• Completion vs. cancellation. Completion Rate = the percent of mows you complete on the scheduled day (higher is better). Cancellation Rate = the percent of jobs canceled (lower is better): a property you drop, a job that goes to another Pro because a visit wasn't completed in time, and a customer asking for a different Pro after reporting the job wasn't done. A customer cancelling their service does not count against your Cancellation Rate — but it does count against your Completion Rate, since the scheduled service wasn't completed. Treat these as genuinely separate metrics.
• What each tier gets you. Blue — 1 trip fee per property per quarter. Silver — 1 trip fee per property per quarter. Gold — Auto-Placement option, 3 trip fees per property per quarter, sees job offers before Silver and Bronze, no damage fees. Platinum — first to see job offers, Auto-Placement option, unlimited trip fees per property per quarter, tip matching (up to 25% of quarterly earnings), no damage fees, VIP sessions with our team.
• No one can change a tier by hand. If a job shows a status in the app that doesn't match what happened, contact Pro Support in the app. Have the job's date and address ready. Any tier is recoverable at your next evaluation (weekly if you're a New Pro, quarterly once Engaged).

What to do

Part 1 — Check where you stand

1. Open the menu and tap "Performance."
2. Check your current tier at the top, then tap each metric on the "Statistics" card — your lowest metric is the one holding you back.

Part 2 — If you're a New Pro (Red, Intro, or Blue)

1. New Pros are scored on "Rating score" and re-tiered weekly. Blue needs a "Rating score" of +3, at least 55% of jobs completed, and 8% or less of jobs canceled.
2. The move to Platinum, Gold, Silver, or Bronze happens only at the start of a quarter. It takes 3 months on the app and 20 completed lawn mowing jobs in the 12 months before that quarter starts.

Part 3 — If you're an Engaged Pro (Bronze through Platinum)

1. You're scored on your Average Rating over the trailing four quarters and re-tiered quarterly. Aim for Platinum (4.8 / 70% / 5%), clearing Gold (4.5 / 55% / 8%) on the way.
2. Check Performance regularly — Estimated Standing shows the tier you're projected to land at the next quarterly update.

Part 4 — Improve each metric

1. Raise your rating: cut to the expected height and don't miss spots, trim edges every visit, clear leaves and clippings off hard surfaces, show up on the scheduled day, and photograph your work: an after photo, plus a matching before photo, is your evidence if a job is ever disputed. On a quality dispute, an after photo normally keeps your payout from being held. On a no-work-done dispute, the app also needs a recorded GPS entry showing you arrived at the property, so keep your GPS on while you work. On mowing jobs, the app also checks what the photo actually shows — if it doesn't clearly show the work was done, your payout can still be held even with a qualifying photo (and GPS entry, for no-work-done disputes). If this happens to you, check with Pro Support. On a partial-complete dispute, you also need an obstruction report filed on the job before you mark it complete (three-dot menu → Property issue, see step 9). If something's off (blocked access, an obstacle, grass over 15 inches long), message the customer and report it in the app before you leave.
2. Raise your Completion Rate: only claim jobs you can finish on the scheduled day, mark each job complete by 9pm in the property's local time zone, review your next 48 hours of jobs daily, and use scheduling issues, such as lawn already mowed/hasn't grown (not Drop), when a lawn doesn't need mowing that visit.
3. Lower your Cancellation Rate: never drop a property before the first service is done. If you're blocked on-site, knock first — if that fails, mow as much as you can safely do and report the rest via the job details card's three-dot menu → Property issue → the specific issue (e.g. Property Obstruction or access issue) instead of dropping. Report grass over 9 inches instead of dropping. Reply to Service Day Change requests within 48 hours.

If something goes wrong

"Why am I not getting jobs?" Check your tier in Performance. Lower tiers see job offers later, since higher tiers and closer Pros are offered first. Climbing tier is the durable fix — in the meantime, keep your account active, notifications on, and your services and starting points current so you're eligible for every nearby job.

"A customer cancelled — how does that count against me?" Customer cancellations don't affect your Cancellation Rate. The scheduled service wasn't completed, so it does count toward your Completion Rate, which is one of the metrics used to calculate your tier. Check your Performance metrics to see what's having the biggest impact.

"I'm having trouble reaching 20 jobs to graduate." Job offers depend partly on your tier and proximity — higher-tier and closer Pros see offers first, so your performance directly affects how many offers reach you. Keep your account active, notifications on, and your services and starting points current, and climb the metrics you control.

Your outcome

You leave knowing exactly which metric to focus on this week. Your tier updates weekly as a New Pro and quarterly once you're Engaged — your underlying scores refresh nightly in between. Climbing pays off: Blue alone unlocks a trip fee and makes you three times more likely to reach Gold or Platinum; Gold and Platinum unlock the larger rewards in Key facts. You hold a tier as long as all three metrics stay above its thresholds.