01
Crew standards.
Background checks, training expectations, workforce pages, and clear accountability for who enters your space.
Workforce->§ 01 — Trust & safety
The work is local.
The standard is system-wide.
Otesse is not just a lead form. The trust model covers how jobs are scoped, who does the work, what products come into the space, how payment is handled, and what happens if a service needs a second look.
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§ 02 — Trust pillars
02
Scope clarity.
Service pages explain what is included, situations explain messy real-world jobs, and pricing gathers the details that affect scope.
How it works->03
Product transparency.
Cleaning products, accommodations, fragrance-free requests, and Safety Data Sheet requests live in the product transparency path.
Products->04
Issue recovery.
When something needs attention, the support path is public, trackable, and connected to the service record.
Support->§ 03 — Promises
The promises that matter before booking.
01
Fixed price.
Quoted online, locked at booking. No upcharges, no "the job was bigger than expected."
02
Fully insured.
$2M general liability + workers' comp. Damage covered. We can send the COI.
03
Background-checked.
Every crew member passes a national background check before stepping in a home.
04
Otesse guarantee.
Clear scope, accountable crews, documented completion, and a support path if anything needs attention.
§ 04 — Recovery
A support path is part of the product.
Home services need a real recovery model because the job happens in the real world: access changes, scope changes, expectations can miss, and payment records have to stay connected.
01
Tell us what happened
Use the support form, phone, or email. Include the job, timing, and what needs attention.
02
We match the record
Support connects the request to the booking, invoice, crew notes, and service type.
03
We choose the fix
That can mean a second look, correction, refund review, documentation, or a direct support follow-up.
04
We close the loop
The goal is a clear outcome, not a vague apology that leaves the customer managing the problem.
§ 05 — Docs handoff
The details stay in docs.
The website should make the trust model easy to understand. The docs app owns the longer customer instructions and legal/compliance pages.
Booking processCustomer-facing booking walkthrough and confirmation expectations.Docs ->Service prepWhat to have ready before the visit, including access and job context.Docs ->Service dayWhat happens before arrival, during the service, and after completion.Docs ->Payment methodsSaved cards, payment methods, and customer billing basics.Docs ->Invoices and chargesHow to read invoices, receipts, and charge details after service.Docs ->Refunds and cancellationsCancellation windows, refund eligibility, and how refund requests are handled.Docs ->Support ticketsHow customers create, track, and resolve support requests in the portal.Docs ->Privacy policyHow Otesse collects, uses, stores, and protects personal data.Docs ->Terms of serviceThe binding customer agreement for platform and service use.Docs ->AccessibilityDigital accessibility commitment and how to report access issues.Docs ->
§ 06 — Ready
Book with a clear path.
Start with a scoped price, or use How Otesse Works if you want the service journey before opening the booking flow.