Reliability Score Explanation

Version v3-policy-hub-1 · Effective date: 04 July 2026 · Last updated: 04 July 2026

PawTrack uses a reliability score to help Pet Parents and Pet Professionals set expectations. The score reflects booking outcomes over time, including completed appointments, cancellations, and no-shows.

1. Why Reliability Matters

Pet care depends on trust. When both sides reliably attend appointments and communicate changes early, the entire community benefits.

  • Helps users set expectations before booking.
  • Rewards consistent, responsible behaviour.
  • Highlights patterns that may affect scheduling.

Reliability reflects patterns over time, not one-off mistakes.

2. What Affects Your Reliability

The score is based on reliability events recorded in the platform. These include:

  • Completed appointments.
  • Early, medium, and late cancellations.
  • Confirmed no-shows.
  • Professional booking rejections (for Professionals).

3. Reliability Badges

Each user displays a reliability badge based on their recent booking history.

  • New - not enough booking history yet.
  • Stable - consistently reliable.
  • Mostly Stable - reliable with occasional disruptions.
  • Inconsistent - repeated scheduling issues.
  • Unreliable - frequent late cancellations or no-shows.
  • Unknown - not enough data to calculate a badge.

Badges update automatically as new reliability events are recorded.

4. How to Improve Reliability

Reliability improves through consistent participation. To maintain a strong score:

  • Complete appointments whenever possible.
  • Cancel early when plans change.
  • Avoid last-minute cancellations or no-shows.

5. Fairness & Transparency

PawTrack publishes the behaviours that affect reliability, but not the detailed scoring formula. This helps keep the system predictable while protecting it from manipulation.

6. Disputing a Reliability Event

If you believe a reliability event was recorded incorrectly, you may contact support.

Reliability helps everyone feel confident when scheduling care. By participating consistently, your score will reflect your reliability and professionalism over time.