Oniise Trust Score Policy
How the Oniise Trust Score is calculated, applied, updated, and appealed across the marketplace.
Last updated: 1 July 2026
The Oniise Trust Score helps Oniise improve marketplace trust, reward professional behavior, promote reliable Providers, encourage responsible Clients, reduce fraud, improve booking success, enhance enterprise confidence, and improve marketplace safety.
- Individual Clients (Tier 1)
- Organizations (Tier 2)
- Individual Verified Providers (Tier 1)
- Enterprise Providers (Tier 2)
- Enterprise Organizations
Some platform features may require a minimum Trust Score.
Trust Scores may affect:
- Marketplace ranking and search visibility
- Badge eligibility and enterprise invitations
- Booking recommendations and promotional opportunities
- Priority support and verification requirements
- Marketplace privileges
Higher Trust Scores generally increase marketplace visibility.
Trust Scores range from 0 to 100:
| Score Range | Interpretation |
|---|---|
| 95–100 | Exceptional |
| 90–94 | Excellent |
| 80–89 | Strong |
| 70–79 | Good |
| 60–69 | Fair |
| Below 60 | Needs Improvement |
Scores may change over time.
Examples include:
- Completing bookings successfully
- Arriving on time and consistent communication
- High-quality reviews and professional conduct
- Maintaining verified documents and licenses
- Completing identity verification and uploading insurance documents
- Low cancellation rates and fast response times
- High booking acceptance rates and positive enterprise feedback
Positive behavior increases Trust Scores gradually over time.
Examples include:
- Late arrivals, repeated cancellations, and no-shows
- Poor reviews and repeated disputes
- Fraud investigations and fake documentation
- Harassment and unsafe behavior
- Property damage and identity fraud
- Off-platform payment requests and policy violations
- Spam and harassment
Verified information may positively influence Trust Scores. Examples include:
- Government ID verification and business registration
- Professional certifications and trade licenses
- Insurance verification and TIN verification
- Address, phone, and email verification
- Biometric verification (where available)
Verification alone does not guarantee a high Trust Score.
Provider Trust Scores consider:
- Completion rate, acceptance rate, and average response time
- On-time arrival and client satisfaction
- Repeat customers and complaint frequency
- Service quality
Client Trust Scores may consider:
- Payment reliability and communication
- Respectful behavior and cancellation history
- Dispute frequency and accurate booking information
Enterprise Organizations receive additional Trust evaluations based on staff management, compliance, employee verification, service consistency, SLA performance, customer satisfaction, complaint resolution, and regulatory compliance. Enterprise Trust reflects organizational performance rather than a single employee.
Users may earn badges such as:
- Verified Identity and Verified Business
- Top Rated and Fast Responder
- Highly Reliable and Enterprise Verified
- Licensed Professional and Certified Provider
- Recommended Provider and Elite Provider (future)
Badges are awarded automatically based on qualifying criteria.
Trust Scores update continuously based on verified platform activity. Updates may occur after completed bookings, reviews, document verification, compliance reviews, dispute outcomes, safety investigations, booking cancellations, and policy violations. Updates are not necessarily immediate and may occur after internal validation processes.
Trust Scores are one of several factors influencing marketplace search rankings. Other factors may include availability, distance, response time, service category, enterprise status, customer preferences, and pricing competitiveness. Oniise does not guarantee search position based solely on Trust Score.
Oniise may reduce or suspend Trust Scores where fraudulent activity is detected, including fake reviews, identity fraud, review manipulation, false bookings, payment fraud, and document forgery.
Users with reduced Trust Scores may improve their standing by:
- Completing successful bookings and maintaining professionalism
- Updating verification documents and improving response times
- Resolving disputes and avoiding policy violations
- Completing additional verification
Trust recovery generally occurs gradually over time.
Low Trust Scores may result in reduced marketplace visibility, fewer booking recommendations, additional verification requirements, temporary feature restrictions, and increased compliance reviews. Restrictions are intended to protect marketplace integrity.
Users who believe their Trust Score has been affected incorrectly may submit an appeal including relevant booking information, supporting documentation, explanation of the issue, and any additional evidence. Oniise reviews appeals through its Trust & Safety team.
While this policy explains the general principles of the Trust Score system, Oniise does not publicly disclose its complete scoring algorithms, weighting models, or fraud detection mechanisms. This protects the integrity of the platform and helps prevent manipulation.
The Trust Score system evolves as Oniise introduces new services, expands into additional countries, and improves its marketplace. Scoring criteria may change over time to better reflect user reliability and platform safety.
Trust & Safety Team: trust@oniise.com
Support Team: support@oniise.com
Legal Team: legal@oniise.com