Trust & safety
Trust is central to Matiwala. Here's how we make that possible.
Verification
Email addresses are confirmed via a verification link and phone numbers via an SMS code. Cleaner profiles are also reviewed by our team before they become visible.
References
Cleaners can request references from past customers. A reference only counts once that person confirms it themselves via a unique link.
Reviews
Reviews are always tied to a confirmed collaboration between a customer and a cleaner. Standalone or fake reviews aren't possible.
Reputation on both sides
It's not just cleaners who build a reputation - customers are reviewed too, on communication, reliability and keeping their agreements.
Safe communication
Communicate via Matiwala's own messages rather than sharing your personal details directly, especially early in a conversation.
Privacy
Your exact address, private phone number and identity documents are never shown publicly. Contact details in messages are hidden until a collaboration is confirmed.
Reporting
If someone doesn't behave as expected, you can report any profile, conversation or review to our team, who reviews every report.
Blocking
You can block a user at any time. Blocked users can no longer start a new conversation with you.