Question: What is the Trust Score?

Your Trust Score shows if you are following the SweepSouth rules on bookings.

When you follow the rules, SweepSouth knows we can trust you with more bookings.

Your Trust Score helps us understand how trustworthy and professional you are on the Sweepsouth platform.

Question: Why did SweepSouth introduce the Trust Score?

Because customers must be able to trust SweepStars.

If a customer books a service, they expect the SweepStar to arrive on time and complete the booking.

But we have a big problem on the platform where SweepStars:

• Are arriving late for most of their bookings

• Cancelling lots of their bookings on the same day

• Or sometimes not arriving at all to their booking

When customers are let down like this, they stop choosing Sweepsouth. When customers stop booking, everyone loses work.

The Trust Score helps us see which SweepStars we can trust with bookings. The reason we changed it is because we want to encourage stars to take bookings and follow the rules. The old way stars could break the rules and just wait until the next month without doing anything better. Trust is earned.

Question: Is the Trust Score the same as the Reliability Score?

No.

The Reliability Score and incidents are being removed.

From March 10 2026, SweepSouth will only use the Trust Score.

The old system caused confusion because SweepStars:

• did not know when they were breaking rules
• did not know what would happen after incidents
• were sometimes suddenly deactivated

The Trust Score is clearer and easier to understand.

You can now:

• see your score in the Worker App
• see which booking had a rule break
• see how many clean bookings you need to improve your score

Question: Does the Trust Score affect my customer rating?

No.

Your star rating and Trust Score are two different things.

⭐ Ratings (Star rating)
Come from customers and show how happy they were with your cleaning.

🛡 Trust Score
Shows if you followed the SweepSouth booking rules.

Your Trust Score is not affected by your customer rating. If a customer rates you, it will not make your Trust Score go up or down.

Question: What if a booking starts at 7am and I cannot get transport? What if the train delays are bad?

We completely hear you, Stars. We have looked at the data, and "late arrivals" have gotten worse as the years have gone on. Traffic and transport delays is at an all time high — but as professionals we need to learn to adapt.

If you have to be somewhere by a certain time, then you need to try leave earlier.

Tip: Always try to plan your transport as early as you can ahead of the day of the booking. When you get a booking in your app, you can see the customer address which makes it easier to plan ahead how to get there.

If you have a recurring customer that you know takes you longer to get there — it is OKAY to ask the customer to make the start time a bit later because of traffic. Most customers understand that traffic and train delays are bad — they might change the start time for you. 🙏

We will make booking start times easier in the future — but for NOW, it is very important that we are on time for client bookings because that keeps customers happy, and it keeps them booking you again.

If you accept a booking, SweepSouth expects you to arrive on time.

Question: What if the customer gives the wrong address and I arrive late?

Sometimes a customer may give the wrong location.

For example:
You arrive at the address in the app, but the customer then tells you the booking is somewhere else, and you must walk or travel to another place.

If this makes you arrive late, it is not your fault.

This is why the Trust Score has a way for you to ask Support to review the rule break.

In the Worker App:

1️⃣ Open the Trust Score page
2️⃣ Tap the late arrival rule break
3️⃣ Send a message to Support with proof (for example the messages with the customer)

Support will review the case and remove the rule break and give your points back if the address was wrong.

Before the Trust Score, SweepStars could not easily report incidents that were not their fault.

Now you can.

Question: If I take a day off, will it affect my Trust Score?

You will only get minus points on your Trust Score if you take days off too close to a booking:

1. On the same day as the booking — This is a "sameday cancellation" and is not professional. This is a serious rule break because then the customer is upset because then they find out on the day of your booking that you are not coming.
2. Within 72 hours of the booking — This is a "late cancellation". This is not the best because the customer is upset because they thought you were coming to the booking.

Professional Stars always know to take leave at least 4 days in advance if they have a booking on that day.

HOWEVER: We know that emergencies happen. Maybe you were in an accident, maybe you needed to go to the hospital. Before, Stars had no easy way to tell the Support team that there was an emergency or a good reason for not following a rule.

With the Trust Score, there will be a button that you can click on to send Support a message in Whatsapp or proof of the reason you broke the rule. If there is a good reason, we will give you back the points.

Question: If I finish a booking early and close the app before the time, will it affect my Trust Score?

No. Finishing a booking early does not affect your Trust Score.

The Trust Score only removes points for these rule breaks:

• No-show
• Same-day cancellation
• Late cancellation
• Late arrival
• Did not close job

“Did not close job” only happens if you forget to close the job in your Worker App after finishing the booking.

If you finished the job early and closed the job properly in the app, it will not change your Trust Score.

Question: What happens if my Trust Score is 50?

If your score goes below 50:

• You cannot grab bookings on Earn More
• You CAN still get Inbox bookings

To increase your score, you must complete bookings with no rule breaks.

Question: What happens if my Trust Score is 20 or lower?

If your Trust Score is 20 or less, your account may be deactivated.

This usually happens after multiple serious rule breaks.

Question: Can customers see my Trust Score?

NO. Customers cannot see your Trust Score.

Customers can only see your rating. Only SweepSouth can see your Trust Score.

The Trust Score is just a way for SweepSouth to see which SweepStars follow the booking rules.

Question: How do I improve my Trust Score?

Trust is something you earn.

If you go to your bookings, arrive on time, and complete the job without breaking rules, your Trust Score improves.

The system looks at your last 10 bookings.

So when you do good bookings, older rule breaks fall away and your score gets better again. The Worker App will also tell you how many clean bookings you need to remove a rule break.

Question: Why do rule breaks remove points?

Because breaking the rules breaks trust with the customer.

For example:
• arriving late
• cancelling on the same day
• not arriving at a booking

These things make customers lose trust in the platform.

So the Trust Score removes points when rules are broken.

But if you do your bookings properly, you earn the trust back again.

Question: What is a no-show?

A no-show means you did not arrive at the booking and you did not tell SweepSouth.

You didn’t cancel the booking.
You didn’t contact support.
Nothing.

So the booking starts and everyone is asking:

“Where is the SweepStar?”

That is a no-show.

Question: What if I had an emergency?

Emergencies happen.

If something serious happened and you could not attend the booking, you can appeal the rule break.

In the Worker App you can tap the rule you broke and send a message to Support explaining what happened.

In the Worker App:

1️⃣ Open the Trust Score page

2️⃣ Tap the rule break

3️⃣ It will open a WhatsApp chat with a message to send to Support

4️⃣ Send a reason and proof to Support

Support will review the case.

If the rule break was not your fault, the team can remove the rule break for you.

The goal of the Trust Score is fairness for SweepStars who follow the rules.

Question: Why do we need the Trust Score before these improvements?

Because before we give rewards and more freedom on the platform, we need to know which SweepStars we can trust.

The SweepStars who follow the rules should be the ones who receive rewards.

Question: Why is this good for SweepStars who follow the rules?

Right now the SweepStars who do their jobs properly are suffering because some SweepStars are letting customers down.

Customers complain that SweepStars are late to all their bookings, keep cancelling on the same-day bookings every week, or don’t arrive at all to bookings.

When that happens, customers stop booking.

The SweepStars who follow the rules deserve better than that.

The Trust Score helps us fix this.

Question: Does the Trust Score punish SweepStars who take more bookings?

No.

The old system actually encouraged people to sit at home and hide until the end of the month so they didn’t get more incidents.

The Trust Score works differently.

It encourages SweepStars to keep working and doing good bookings, because good bookings improve your score.