AVerified ID badge
Visible on arrival, every time.
Every cleaner displays a verified ID badge in their app — photo, name, employee ID, your booking reference. You can confirm the person at your door matches before granting access.
PUBLISHED · 2026
Trust & safetyWho's in your home,
Who's in your home,
and how we know.
You're hiring someone to enter your home or office while you may not be present. The promise that they're "vetted" needs more than a slogan — it needs a documented process. Here is ours, in detail.
§ 01Cleaner vetting
What every cleaner clears before their first job.
No shortcuts. No 'we'll skip this for the right candidate.' Every cleaner — without exception — completes the same five-step vetting process before they appear in any customer's match results.
01
Identity verification
Government-issued photo ID submitted and verified through a third-party identity service (Persona, with manual review on edge cases). We confirm the photo matches a live selfie. Identity match confidence threshold: 0.95+. Any score below requires senior trust & safety review.
- Government photo ID required (driver's license, passport, or PR card)
- Live selfie captured and matched against ID photo
- Address verification through ID + utility bill
- SIN collected for tax reporting, encrypted at rest
02
Background check
Criminal record check through Certn (Canada-wide). Includes vulnerable sector screening. Any disqualifying offense — particularly anything related to theft, assault, sexual offense, or fraud — is an automatic reject. No "second chance" workflow for cleaning-relevant offenses.
- Criminal record check (federal, provincial, municipal)
- Vulnerable sector screening
- Identity match against background-check vendor's results
- Re-checked annually for active cleaners
03
In-person interview
A trust & safety team member meets every prospective cleaner in person before their first job. The interview covers professional history, work eligibility verification, expectations, and a practical assessment of communication and reliability.
- Work eligibility documentation (SIN, work permit if applicable) verified in person
- Professional reference checks on prior cleaning experience
- Communication and reliability assessment
- Mutual fit conversation — wrong-fit candidates can opt out without penalty
04
Skills training & assessment
Every cleaner — even experienced ones — completes Summa Clean's standardized training. The training covers our service tier scopes, equipment use, chemical safety, time management, and the app workflow (check-in, photo log, scope adjustment). 80% pass rate required on the practical assessment.
- ~6 hours of training across two sessions
- Practical assessment in a controlled environment
- App walkthrough — check-in, photo log, scope-adjust flow
- WHMIS chemical safety certification refresher
05
Probationary first jobs
The first three jobs of every new cleaner are flagged as probationary. They receive enhanced supervision, a follow-up call from trust & safety after each, and customer feedback is reviewed within 24 hours. Any pattern of issues during probation removes them from the platform.
- First three jobs supervised remotely (timestamps, photos reviewed live)
- T&S follow-up call after each probationary clean
- Customer feedback review within 24 hours
- Bronze tier required for at least 30 days before Silver promotion eligible
§ 02On the day of service
Accountability built into the workflow.
Vetting catches who's allowed on the platform. Operational accountability is what catches issues during a specific clean.
BGeolocation check-in
Timestamped property entry.
Crews check in via GPS when they arrive (within a 75m geofence of the property). The entry timestamp starts your billed visit. No fudging start times.
CPhoto logs
Every major surface, before and after.
Standard cleans include before/after photos of each major area. Deep cleans add detail-shot logs. The photos are timestamped, geo-tagged, and archived to your dashboard for as long as you have an account.
DScope-adjustment requests
If conditions are out-of-scope, you decide.
If a cleaner finds something significantly worse than the booked scope, they request approval through the app. You see the photo evidence, the proposed scope addition, the cost — and approve or decline. No surprise charges.
EAudit trail
Every action timestamped.
Check-in, scope changes, photo uploads, completion, payment — every event in your booking is timestamped and visible in your dashboard's audit trail tab. Available indefinitely as long as you have an account.
F48-hour issue window
Flag anything within two days.
Something missed? Damage? Concern about the visit? Flag it through your dashboard within 48 hours and the trust & safety team responds within 24 hours.
Insurance & liability
Insured for the things that go wrong. In writing.
Cleaning is physical work in physical spaces. Things break. Items go missing. Disputes happen. The right answer isn't to pretend they don't — it's to be insured properly and to handle each incident through a documented process.
Coverage carried
- Commercial General Liability: $5M aggregate, $2M per occurrence
- Property damage: covered under CGL up to policy limits
- Theft & loss: $5,000 per incident through dedicated bonding
- Crew worker coverage: WSIB-covered for every crew member, every visit
- Cyber liability: $1M for data and platform-related incidents
Certificate of insurance available on request. Email trust@summaclean.ca with the property address and we'll issue a certificate within one business day.
Cleaning marketplaces that say they're 'fully insured' usually mean their cleaners might have coverage. We carry the policy ourselves. The certificate has Summa Clean Inc. on it, not a patchwork of contractors.
§ 04Damage & claim policy
If something goes wrong — what we actually do.
01
Report within 48 hours
Through your dashboard. Photos and a brief description. The 48-hour window is firm — past that, the photo log we maintain becomes the source of truth, and we can't reliably tie damage to a specific visit.
02
T&S responds within 24 hours
A trust & safety team member reviews the photo log from your visit, your damage report, and any other context. They contact you directly with next steps — typically within 24 hours of your report.
03
Resolution path agreed
Three resolution paths typically apply: repair (we coordinate a vendor), replace (we reimburse you for like-kind replacement cost), or insurance claim (for damage above $500 we file the claim directly). You choose the path with the T&S contact's guidance.
04
Documented in your audit trail
Every step of the claim process is logged in your dashboard's audit trail. The original incident, the response, the agreed resolution, the timestamps. No verbal-handoff disputes — it's all in writing.
§ 05Data & privacy
What we collect, what we don't, and how it's protected.
A summary; the complete policy lives in our privacy page.
What we collect
- Booking details — addresses, contact info, scope of work
- Photo logs of cleans (timestamped and geo-tagged)
- Payment information (processed by Stripe; we do not store card numbers)
- Audit trail of platform actions (booking, scheduling, scope changes)
- Customer-service conversations through our support channel
What we don't
- Audio or video from inside your property
- Information about your visitors, schedules, or routines
- Tracking after the visit — geolocation is bounded to check-in/out
- Behavioral profiles for marketing — we don't sell or share data
- Anything beyond what's needed to deliver the service