The performance we expect, how it is measured, and what happens when it slips.
Reliability
Accept only work you can deliver. Arrive within the agreed window and tell the customer through the app as soon as you know you will be late. Cancelling an accepted job, arriving late without telling anyone, and not arriving at all are all recorded.
Quality
Work to the standard a trained practitioner in your trade would apply. Bring the tools and standard consumables the service lists. Leave the site clean. Record completion evidence where the service requires it. Work covered by the Warranty Policy that fails is a quality event against your record.
Conduct on site
Be presentable and identifiable. Treat the home and everyone in it with respect. Do not photograph anything except what the job requires, do not enter rooms you have no reason to be in, and do not discuss one customer with another. The Code of Conduct applies in full.
How it is measured
Your app shows your acceptance rate, on-time rate, completion rate, cancellation count and customer rating, each over a rolling window and each calculated the same way for everyone. You can see every event that contributed and dispute one you believe is wrong.
When standards slip
We start with a notice that names the measure and the target. Persistent shortfall reduces how much work you are offered, then pauses your account, then ends it. A safety incident, a false completion, taking payment off-platform, harassment or any criminal conduct skips the ladder and suspends the account immediately pending review.
Appealing
Every notice, penalty and suspension can be appealed from the app within 14 days. A different reviewer decides an appeal, and we tell you the outcome and the reason.