How trust works on Lunavia
Every user earns a Trust Score and Reliability Score based on real performance data — not marketing promises. Here's exactly how they work.
Trust Score
A 0–100 score reflecting your overall platform reputation. Combines your verification status, performance history, financial behavior, and compliance. Operators and guides have different formulas tailored to their roles.
Reliability Score
A percentage-based score (0–100%) tracking your dependability. Primarily measures cancellation behavior, no-shows, and deadline adherence. Drops sharply for late cancellations and recovers slowly through consistent performance.
Operator Trust Score
Your trust score is the sum of four positive components minus any penalties. Maximum score is 90 (Licensed), 70 (Agency), or 50 (Sole Proprietor).
- Licensed Company: 30 points
- Travel Agency: 20 points
- Sole Proprietor: 10 points
- Gold compliance: 20 points
- Standard: 10 points
- Probation: 0 points
Based on your tour completion rate. Needs at least 3 tours for meaningful data. New operators start with 12 points (neutral).
Based on clean payment history. Disputes reduce your score. Clean record = full 15 points. New operators start with 8 points.
⚠️ Penalty Deductions
Penalties are subtracted from your score. Each type is capped at 30 points, and total penalties are capped at 40 to prevent a single incident from destroying your reputation.
Guide Trust Score
Guides are individuals — no legal base or compliance component. Your score is built entirely from how you perform.
Every guide starts with 30 points upon registration. This is your starting foundation.
Tours completed vs total assigned. Need at least 3 tours for scoring. 100% completion = 30 points.
Average operator rating (1–5 stars) converted to points. 5 stars = 25 points. Needs at least 3 ratings.
Starts at 15. Each no-show costs −5 pts. Each late cancellation costs −3 pts. Based on last 90 days.
Reliability Score
Your reliability score starts at 100% and reflects how dependable you are. It's separate from Trust Score and focus specifically on cancellation and commitment behavior.
- Priority matching with operators
- Trust badge displayed on profile
- Higher visibility in search
- Eligible for premium tour requests
- Normal platform access
- Regular matching priority
- Some operators may prefer higher-rated guides
- Tour applications may be restricted
- Reduced search visibility
- Account review may be triggered
What affects your Reliability Score
Platform Fees
Transparent fees — you always know what you're paying. No hidden charges, ever.
🏢Operator Fees
Commission is charged per escrow transaction, deducted before guide payout. Operations plans don't use escrow — pay guides directly.
🧑🏫Guide Fees
Platform service fee covers escrow processing, payment security, and dispute protection. Deducted automatically from each payout.
Trust Decay & Recovery
Trust isn't static. Inactive accounts gradually lose trust score, while active users maintain and grow theirs.
How Trust Affects Matching
When operators search for guides or the system ranks applicants, trust plays a major role.
Tour Health System
Real-time operational monitoring for every active tour. See how Lunavia tracks start delays, segment progress, incidents, and guide activity — computed into a live 0–100 health score.
Start building your trust
Create your account, complete verification, and start earning your reputation on Lunavia.