Trust & Safety

Last updated: 26 May 2026

Sowo only works if people trust it. This page is what we mean by that, on both sides: the standards every user and provider signs up to, and what we actually do when those standards are broken.

What we ask of everyone

• Be truthful. Real name, real photos, real experience. If you list yourself as a barber, you can cut hair.
• Be respectful. No abuse, no slurs, no aggression in messages, reviews or vouches.
• Treat everyone equally. SOWO LIMITED does not unlawfully discriminate based on protected characteristics under applicable UK equality legislation, and we expect the same of every user and provider. Refusing service on a protected ground is a breach of the Equality Act 2010 and grounds for an immediate suspension. Providers remain responsible for the lawful delivery of their own services.
• Show up. If you book a slot, keep it. If you can't, tell the other side as soon as you know.
• Keep payments on platform. Stripe escrow is what protects both sides if something goes wrong. Cash on the side has no protection.

What we do on our side

• Review every new listing. Real human, not an algorithm. We check that the category fits, the bio is coherent and the photos look like the provider's own work.
• Verify on request. Providers who want the blue seal submit ID, proof of address and any relevant qualifications. We check those documents and either grant the seal or come back with specific feedback.
• Escrow the money. Funds are held by Stripe from booking confirmation until the service is marked complete.
• Log every moderation action. Every approve, decline, hide, suspend, verify or revoke is recorded with the admin who did it, so we can answer questions later.

Reviews and vouches

A review is a star rating and a short comment from someone who actually booked the provider. A vouch is a public “I trust this person” from another Sowo user. Both are designed to be honest signals; we do not pad them, edit them to be nicer, or filter the negative ones.

We will remove a review or vouch if it:

• Is from someone who did not actually book or know the provider.
• Contains a personal address, phone number, or other private data.
• Uses slurs or threats.
• Is a paid placement or an obvious campaign.

We always tell the author why. Providers do not have a veto.

What gets you suspended

• Fraud: stolen card, fake ID, fake reviews.
• Harassment: persistent unwanted contact, slurs, threats.
• Discrimination on a protected characteristic.
• Pulling bookings off-platform to dodge the dispute process.
• Soliciting sexual services or any other UK-illegal service.

Suspension is not a quiet ban: we tell you what happened, what the evidence was, and how to appeal. Read more in section 8 of the Terms.

Reporting something

Anywhere on Sowo there's a small flag icon on listings, requests, conversations and reviews. Use it. We aim to acknowledge reports within one working day. Some cases take longer to investigate; we will keep you informed.

For anything you can't flag in the UI (an off-platform message, a safeguarding concern, a press enquiry), email join@usesowo.com and put “Trust” in the subject line.

If you are in immediate danger, call 999. Sowo is not an emergency service.

Children

Sowo is 18+. If you find an account that belongs to someone under 18, please email us; we will close it that day.