Reliability Score Explanation

Last Updated: 18/12/2025

PawTrack uses an in-house reliability score to help Pet Parents and Pet Professionals make confident and informed decisions. The score reflects overall booking behaviour over time and encourages fairness, consistency, and respectful scheduling.

1. Why Reliability Matters

Pet care depends on trust. When both sides reliably attend appointments, communicate clearly, and provide notice when plans change, the entire community benefits. The reliability score:

  • Helps users set expectations before booking.
  • Rewards consistent, responsible behaviour.
  • Highlights patterns that may help users set expectations.
  • Supports a fair and respectful marketplace for all species and services.

Reliability is not a punishment system or disciplinary tool - it reflects long-term consistency, not one-off mistakes.

2. What Affects Your Reliability

The score looks at completed appointments and certain booking behaviours. While we do not publish detailed scoring formulas, the following general principles apply:

Positive Behaviours
  • Completing appointments as scheduled.
  • Communicating clearly and responding promptly.
  • Cancelling early when plans change.
  • Providing accurate information and safe environments.
Behaviours That May Reduce Reliability
  • Repeated last-minute cancellations.
  • Missing an appointment (a No-Show).
  • Frequent last-minute changes that impact the other party’s schedule.

Occasional cancellations will not significantly impact your reliability. The system recognises patterns over time rather than isolated events.

3. Reliability Badges

Each user displays a reliability badge based on their recent booking history. These badges help set expectations and support fair decision-making.

  • High - consistently reliable with positive booking behaviour.
  • Medium - dependable with occasional changes.
  • Low - repeated scheduling disruptions or several recent changes.
  • Very Low - frequent late cancellations or missed appointments.
  • Newcomer - not enough booking history yet to determine a pattern.

Badges update automatically as appointments are completed or missed over time.

4. How to Improve Reliability

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

  • Complete your appointments whenever possible.
  • Cancel early when plans change - avoid last-minute cancellations.
  • Ensure pets and locations are ready on time.
  • Respond promptly to messages.

Consistent positive appointments over time help outweigh past issues.

5. Fairness & Transparency

PawTrack’s reliability system is designed to be fair, predictable, and resistant to manipulation. We do not publish detailed scoring formulas or weightings to protect system integrity and prevent misuse.

What matters most is the overall pattern of your activity - not individual events.

6. Disputing a Reliability Event

If you believe a reliability event (such as a cancellation or no-show) was assigned incorrectly, you may contact support. We review:

  • Appointment history
  • Communication records
  • Timeline entries related to the appointment

PawTrack does not change reliability scores unless a clear technical or policy application error has occurred.

Reliability helps everyone feel confident when scheduling care. By participating consistently, communicating openly, and respecting others’ time, your score will naturally reflect your reliability and professionalism over time.