Safety Guidelines

For clients — before the provider arrives

• Confirm the provider's trust band (Top Pro / Trusted) and completed job count.
• Confirm the provider's live selfie was refreshed recently — visible on their /p/{userId} profile.
• Use in-app chat only. Contact details are masked until the provider is on-site for a reason.
• Let a family member know the booking details and the provider's name.

For clients — during the job

• Verify the person who arrives matches the profile photo and the ID name.
• Take before-and-after photos for your own records.
• Do not sign for work that is not complete or not to specification.
• Report anything unusual through the in-app "Report a problem" button, not through off-platform channels.

For clients — payment

• Never pay a deposit. HomeSorted has no upfront deposits — full stop.
• For cash jobs, pay only after the job is complete and to your satisfaction.
• For card jobs, you have a 24-hour dispute window from the moment the provider marks the job complete.
• Never share your bank card or online banking credentials with the provider.

For providers — protecting yourself

• Confirm client details before travelling — trust score, previously completed jobs, and postal area.
• Always accept jobs through the in-app booking flow so the platform records the interaction.
• Use the "On my way" and "Arrived on-site" chat quick replies. This creates a timestamped audit trail.
• For cash collection, provide a written receipt at completion and mark the job "Cash collected" in the app immediately.

What to do if something goes wrong

Use the in-app "Report a problem" flow. This creates a formal dispute record. If you feel physically unsafe at any point, leave the site and call the South African Police Service on 10111. Then file the report inside the app so we can act on the record and, if necessary, suspend the account.