[Important announcement] Fluv sitter service quality management policy launch

Dear Fluv sitters,

To ensure every pet is cared for in the safest and most loving environment possible, we are officially launching the Sitter Service Quality Management Policy, which includes a yellow card warning system and positive incentives. Our goal is to uphold the platform’s service standards and mutual trust, while giving sitters clearer guidance on how to deliver great care.

1. Policy goals

Protect pets and pet owners
- Help pet owners confidently find the right sitter, and ensure every pet receives high-quality, professional care.
Maintain a positive community culture
- Use clear management guidelines to help sitters hold themselves to a high standard, and build a community full of love and care through encouragement and support.
Provide opportunities to improve and grow
- If a sitter encounters a violation or quality issue during service, our approach is “warn first, then improve.” We also offer additional rewards and visibility to top-performing sitters.

2. Violation types and handling process

1. General violations

Examples
- Very low response rate, or consistently not responding to pet owners.
- Poor attitude or service quality, or handling cancellations poorly.
- Service profile does not match reality (misleading pet owners).
- Poor quality service photos or content (e.g. blurry photos, excessive filters, or images that don’t accurately reflect the actual space or service process, which could mislead pet owners).
- Asking pet owners to leave a positive review before officially placing a booking (suspected review manipulation).
- Exchanging personal contact details with pet owners, with no evidence yet of bypassing platform payments. *If there is a special circumstance requiring direct contact, please proactively notify our support team.
- Posting personal social media links on the platform, such as Line, Facebook, or Instagram.
- When declining a booking due to a full schedule, failing to respond politely, help the pet owner find another sitter, or ask them to fill in the sitter recommendation form, resulting in a poor communication experience for the pet owner.
- Multiple consecutive booking cancellations will trigger an automatic temporary suspension of matching to protect the pet owner’s experience.
How we handle it
1. First offence: The platform will send the sitter a friendly reminder and ask them to address the issue promptly.
2. Repeat offence: The platform will issue a yellow card warning and give the sitter a set period (e.g. 1–2 weeks) to make improvements.
3. Continued violations: If violations continue after the warning, the platform may downgrade or suspend the sitter’s booking privileges depending on the severity, and arrange further coaching or training.

2. Serious violations

Examples
- Off-platform transactions (bypassing platform payment), confirmed after investigation.
- Serious negligence resulting in a pet being injured or going missing.
- Spreading false information or defaming the platform, pet owners, or other sitters in a way that causes significant harm.
How we handle it
1. Immediate yellow card: The platform may also suspend the sitter’s bookings as needed to ensure the safety of pet owners and their pets.
2. Investigation and assessment: The platform will investigate the matter. If the violation is confirmed and deemed serious, the account may be permanently suspended, or the violation may be publicly disclosed where necessary (only in cases of malicious or serious misconduct).
3. Opportunity to appeal and improve: If a sitter believes there has been a misunderstanding or is willing to make changes, they may submit an explanation to the platform within the specified timeframe. The platform will make a comprehensive assessment before deciding whether to reinstate their account.

3. Yellow card warning & improvement process

Yellow card warning
- Applies to cases of “ongoing minor violations” or “first-time serious violations.”
- The platform will notify the sitter via email or in-app message, explaining the reason for the violation and its potential consequences, and asking the sitter to make improvements.
Opportunity to improve
- After receiving a yellow card, sitters have a set period to make improvements (e.g. updating their service profile, reviewing the platform SOP, or discussing solutions with our support team).
- If the sitter shows genuine improvement and no further violations occur, the platform may clear the yellow card and restore normal service status.
Continued violations or serious cases
- If a sitter continues to violate the rules after a warning, or if the situation is serious, the platform will take action such as downgrading, suspending, or permanently banning the account, and reserves the right to publicly disclose the violation.

4. Appeals and review

Prompt notification
- After each violation or yellow card action, the platform will notify the sitter of the details as quickly as possible via email or in-app message.
Appeals process
- If a sitter disagrees with a violation ruling, they may submit an appeal with supporting evidence within the specified deadline. A dedicated team member will review the case.
Investigation and final decision
- After investigation, the platform will decide whether to uphold, modify, or overturn the action based on the facts. If there is genuine willingness to improve or insufficient evidence, the platform may offer another chance to make things right.

5. Positive incentives running in parallel

Top sitter leaderboard / star sitter
- The platform continues to run its “Star Sitter” and “Top Sitter” recognition programs to positively reward sitters who follow the rules and deliver outstanding service.
Educational resources and training
- We provide online courses, consultant support, and the latest SOP guides to help sitters improve their service quality.
Repeat booking bonus
- When pet owners keep coming back to book with you, it shows they trust and value your service. The platform will reward repeat bookings with improved search ranking, greater visibility, and other perks to help you get more opportunities.

6. Effective date and contact

Effective date: Officially in effect from March 3, 2025.
Contact support: If you have any questions, please reach out to us anytime via the support email or in-app messaging.

Thank you to all our sitters for the dedication and heart you bring to the Fluv platform. Let’s work together to live out our mission of truly caring for animals, and create a safer, more professional, and warmer environment for every pet and their owner.

Warm regards, the Fluv team