These terms (our “Terms”) are a legal agreement between you and Urban Massage Ltd (“Urban”, “we”, “us” or “our”). When you use our website, our app or our Services, you're agreeing to these Terms and to any policies we link to. Urban Massage Ltd is a private limited company registered in England and Wales (Company No. 08771289).

Registered office: 3rd Floor, 86–90 Paul Street, London, EC2A 4NE

VAT number: GB 210 922 547

IMPORTANT NOTICE ABOUT YOUR CONTRACT

When you book a Wellness Service or a Cleaning Service, Urban acts only as an agent. We introduce you to an independent Wellness Pro or Cleaning Pro and conclude the booking on their behalf. The resulting contract for that Service is between you and the professional — not Urban.

Urban is not a party to that contract and is not responsible for providing the Service. Responsibility for providing the Wellness Service or Cleaning Service you've booked rests with the professional. Urban's own responsibilities — and the limits on Urban's own liability — are set out in clause A16.

Please read Part A (General Terms) together with Part B (Wellness Services) or Part C (Cleaning Services), whichever applies to your booking. Together, these are the terms on which the professional provides the Service to you, and they become legally binding once your booking is confirmed.

How these Terms are structured

These Terms are in three parts:

• Part A – General Terms, which apply to every booking you make with us, whether for Wellness Services or Cleaning Services;

• Part B – Wellness Services Terms, which apply in addition to Part A whenever you book a massage, beauty, osteopathy, physiotherapy or pregnancy-related service (“Wellness Services”); and

• Part C – Cleaning Services Terms, which apply in addition to Part A whenever you book a one-off or Regular Cleaning service (“Cleaning Services”).

If there is any conflict between Part A and Part B or Part C for a particular booking, the relevant service-specific Part takes priority. By using our website, our app or any of the Services, you agree to follow these Terms. If you don't agree, please don't make a booking or buy a gift card through Urban.

PART A — GENERAL TERMS

This Part A applies to every booking or purchase you make through Urban, for both Wellness Services and Cleaning Services.

A1. Personal data

To provide the Services, we need to collect and use some of your personal data. Before booking or buying through us, please read our privacy policy.

A2. Consumer information

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require us to give you certain key information so your contract with us is binding. You'll find that information here and in the email we send to confirm any booking or purchase. Your specific cancellation rights depend on the type of Service you book and are set out in Part B (Wellness Services) and Part C (Cleaning Services).

A3. Eligible use

You confirm you're at least 18 years of age and have the legal capacity to agree to these Terms. The Services are for individuals only. For corporate bookings or purchases, contact us at info@urban.co or via online chat.

A4. Defined terms we use

• Independent professionals – self-employed professionals who provide Wellness Services or Cleaning Services booked through Urban, including Wellness Pros and Cleaning Pros;

• Third-party partners – independent businesses that provide services through the Urban platform;

• Third-party partner professionals – people engaged by third-party partners to deliver those services;

• Services – Wellness Services and Cleaning Services, collectively.

A5. What we do (and what we don't)

Urban provides a booking and purchase service. Through our site and app you can:

• book Wellness Services or Cleaning Services carried out by independent professionals (“professional services”);

• book third-party partner services carried out by third-party partner professionals (“third-party partner services”); and

• buy gift cards to use for bookings with independent professionals.

Urban acts as a commercial agent for independent professionals, third-party partners and retailers — we don't provide the professional services, third-party partner services or products ourselves. That means we handle bookings, accept orders and collect payment for them. It is the independent professionals and third-party partners who are legally responsible for providing the services to you.

The contract for professional services, third-party partner services or products is between you and the independent professional, third-party partner or retailer — not Urban. They're responsible for delivering what you've booked or bought. Urban remains responsible for our own obligations under these Terms and is your point of contact for customer service.

You can reach us at info@urban.co or via online chat. We can also act as intermediary to help resolve issues between you and an independent professional or a third-party partner.

A6. Agreements for services and products

Professional services

These Terms — in particular the service-specific provisions in Part B (Wellness Services) or Part C (Cleaning Services) — are the terms on which the independent professional (a Wellness Pro or Cleaning Pro) carries out the Service for you. Urban isn't a party to the resulting contract between you and the professional, and is authorised by the professional to act as described in clause A5 above.

Third-party partner services

When you book a third-party partner service through us, that service is provided under the third-party partner's own terms and conditions (“third-party partner terms”), which are separate from these Terms. You'll be shown these terms at checkout and asked to accept them. Urban isn't a party to those terms.

A7. Payment

• All fees are payable through our site, our app or by phone.

• We collect fees for independent professionals and third-party partners, and product fees for retailers, as their agent. Our receipt of your payment discharges your debt to them.

• We use encrypted secure payment mechanisms and take reasonable steps to keep your payment information secure. Unless we're negligent, we're not responsible for losses if a third party gets unauthorised access to information you give us.

• Card payments must be authorised by your card issuer. We may use extra security steps such as Verified by Visa where applicable.

• By booking or buying you agree to provide complete and accurate billing and payment information.

Payment timing, and what happens if a payment fails, works differently for Wellness Services and Cleaning Services — see Part B and Part C.

A8. Prices

All fees and charges include VAT where applicable unless stated otherwise. The price you pay is the price in force when you book, shown in our site and app. Price changes won't affect bookings you've already made, except as set out for Regular Cleaning in Part C.

A9. Vouchers and credits

• Urban vouchers and credits expire 12 months from issue unless a specific expiry date is stated in writing for a promotion.

• Vouchers and credits are non-refundable and can't be exchanged for cash or currency.

• For vouchers or credits issued free of charge, we may void them in part or in full at any time, for any reason and without notice.

A10. Gift cards

You can buy Urban gift cards through our website or app. Gift cards can be sent digitally or, if available, as a physical card by post.

Validity

Gift cards are valid for 12 months from the date of purchase unless a different expiry date is clearly stated.

Using your gift card

Gift cards can be redeemed against bookings made with independent professionals through the Urban app or website. They can't be used for third-party partner services. Gift cards can't be exchanged for cash or transferred to another account once redeemed.

This includes Cleaning Services bookings, as well as Wellness Services bookings, made with independent professionals.

Cancellations and refunds (gift cards)

If you buy a digital or physical gift card online, you have 14 days from the day after purchase to cancel and receive a full refund, as long as the card hasn't been redeemed. To cancel, contact our support team at info@urban.co with your order details.

Delivery

Digital gift cards are delivered by email as soon as your payment is confirmed, or on the delivery date specified by you upon purchasing. Physical gift cards, if available, are posted to the address you provide at checkout. We're not responsible for delays or non-delivery caused by incorrect information supplied at purchase.

A11. Your responsibilities

Provide complete and accurate information when booking or buying. If you don't, it may result in rejection or cancellation of your booking, inability to provide the Service, or issues with product delivery. In those cases, the cancellation and refund policy that applies to that Service (Part B or Part C) applies.

A12. Urban acts only as an introducer

We introduce people seeking Wellness Services or Cleaning Services to independent professionals. While we assess professionals who join the platform, we don't guarantee their reliability, quality or suitability. Use your judgment and take reasonable care with personal safety, details and property when dealing with anyone you don't know.

You can also book services provided by professionals who work with our third-party partners. While we perform some due diligence on third-party partners, we don't guarantee the reliability, quality or suitability of third-party partner professionals or services. Again, use your judgment and take reasonable care.

A13. Prohibited use

Use the Services only to enquire about or book services or buy products as described here. You must not:

• engage in inappropriate behaviour including illicit or sexually suggestive remarks, sexual advances, drug use or excessive drinking;

• restrict or inhibit another user from using the Services;

• infringe privacy, property or other civil rights;

• harass, abuse, threaten or otherwise violate the rights of professionals, Urban or others;

• harvest, data-mine or collect information about others without consent;

• use technology or other means to access our network, unauthorised content or non-public spaces;

• introduce viruses or harmful code or attempt to damage, disable or impair our site, app, servers or networks;

• engage in or encourage unlawful conduct or breach these Terms.

Breaches may lead to suspension or termination of access. We may report suspicious behaviour to law enforcement.

A14. Promo codes and referrals

From time to time we offer promotional and referral codes (“codes”) that can be redeemed against services or products. Codes:

• are valid only for the period shown with them;

• have no cash value;

• are for personal, non-commercial use; you can share your unique code with personal connections where you're the primary content owner;

• must not be duplicated, sold, transferred, distributed or published online, including on coupon sites;

• must not be promoted via search engines or discount websites or forums;

• can't be exchanged for cash;

• can be used once and only one code per person;

• may have specific terms which you must follow (including expiry dates).

Referral codes allow you to refer friends and family and may reduce treatment, cleaning or product fees. Referral codes are limited to 25 referrals per user. To request more, email info@urban.co and we may extend the limit at our discretion. Discounts can't be used with other offers. We may change, suspend or end promo or referral offers at any time and may remove them from your account, including for misuse.

A15. Intellectual property

URBAN, the Urban logo, our brand and all related intellectual property, trademarks, service marks, graphics and logos used with the site, app or Services belong to us or our licensors and are protected by law. These Terms don't grant you any rights in the site, app, Services or their content. All rights are reserved.

A16. Disclaimer and limits of liability

We introduce people seeking Wellness Services or Cleaning Services to independent professionals. We're not liable or responsible for fulfilling bookings or the performance of independent professionals. We help as an intermediary with disputes and complaints as described above.

You acknowledge that Urban's role in relation to a Wellness Service or Cleaning Service is limited to that of agent, as described in clause A6, and that Urban takes no responsibility, and has no liability of any kind, for the performance of that Service. Responsibility for performing the Service rests with the independent professional.

We don't guarantee our site, app or Services are fit for your purpose, error-free, timely, reliable, entirely secure, virus-free or always available. We don't guarantee particular results or outcomes.

Nothing in these Terms excludes or limits any warranty implied by law where it would be unlawful to do so, and nothing excludes or limits liability for death or personal injury caused by Urban's negligence, fraud or fraudulent misrepresentation, or any matter where exclusion or limitation would be unlawful.

We are not liable or responsible for errors in or failure to provide the Services caused by your errors or incomplete or inaccurate information.

While we try to keep the Services available, we don't guarantee continuous or uninterrupted access and may suspend or stop parts or all of the Services at any time.

Use of the site, app and Services is on an “as is” and “as available” basis. To the maximum extent permitted by law, we're not liable for any direct, indirect, punitive, incidental, special or consequential damages, including loss of use, data, revenue, goodwill or anticipated savings, arising from or connected to your use of or inability to use the site or Services.

A17. Indemnity

You agree to defend and indemnify us against any claims, demands, losses, damages, fines, penalties and costs (including reasonable legal and accounting fees) that arise from your use or misuse of the Services or your breach of these Terms.

A18. Changes and termination

We may change these Terms or end your use of the Services by giving you notice. If you don't agree to changes, stop using the Services. We may also change, suspend or discontinue features or parts of the Services at any time for any reason.

A19. Severability

If any part of these Terms is found to be invalid, the rest will remain in force.

A20. Governing law and jurisdiction

These Terms are governed by the laws of England and Wales. Any claim or dispute arising from these Terms is subject to the exclusive jurisdiction of the courts of England and Wales, except that if you are a consumer resident in Scotland, you may also bring proceedings in the Scottish courts.

A21. Contact us

For legal enquiries, email legal@urban.co. For customer support, email info@urban.co or contact us via online chat.

PART B — WELLNESS SERVICES TERMS

This Part B applies in addition to Part A whenever you book a massage, beauty, osteopathy, physiotherapy or pregnancy-related service through Urban (“Wellness Services”), whether provided by an independent professional (“Wellness Pro”) or a third-party partner professional.

B1. Booking process

Wellness Services provided by independent professionals

• You can book via our site or app by choosing a Wellness Pro.

• You'll enter payment details at checkout and pay when you book. Full payment of the treatment fee is due at that time.

• The treatment fee belongs to the Wellness Pro. We collect it (or arrange for a third party to collect it) as their agent. Once we receive full payment, your debt to that Wellness Pro is discharged.

• We're appointed by Wellness Pros as their commercial agent, to conclude bookings on their behalf. After we accept your booking on their behalf, we'll email you to confirm your appointment — this confirmation is when your contract with the Wellness Pro comes into existence.

By making a booking, you're responsible for:

• paying the applicable treatment fee;

• making sure the Wellness Pro has access to your designated premises with a suitable space and appropriate facilities (including adequate lighting and heating); and

• ensuring the Wellness Pro's health and safety while at your premises.

Wellness Services provided by third-party partners

• You can book through our site or app by choosing a third-party partner professional.

• You'll enter payment details at checkout and pay when you book. Full payment of the treatment fee is due at that time.

• The treatment fee belongs to the third-party partner. We collect it as their agent. When we receive full payment, your debt to the third-party partner is discharged.

• We're appointed by third-party partners to conclude bookings on their behalf. After we accept your booking on their behalf, we'll email you to confirm your appointment.

B2. Insurance

Wellness Pros are required to hold sufficient public liability insurance to cover the Wellness Services they provide, and to give Urban evidence of current cover on request.

B3. Cancellations and refunds

 You have the following contractual rights to cancel a Wellness Service:

• cancel at least 24 hours before the appointment time: no charge;

• if you book within 24 hours of the appointment, cancel within 10 minutes of confirming your booking (the “grace period”): no charge;

• late cancellation — cancel within 24 hours of the appointment or after the grace period: we may retain or charge 30% of the treatment fee;

• very late cancellation — cancel within 2 hours of the appointment (and after the grace period): we may retain or charge 100% of the treatment fee.

You will also be charged the full treatment fee if you:

• cancel other than as allowed above;

• try to cancel on or after the appointment time;

• fail to attend at the appointment time or at the designated premises;

• give inaccurate details for the professional to attend the premises;

• fail to provide complete contact or personal details such as full name, phone number and address;

• book a treatment that can't be performed because you meet a contraindication listed on the treatment description page.

Cancellation fees compensate the Wellness Pro where short notice makes it unreasonable to expect they can fill the slot. We may waive fees at our discretion where you couldn't cancel without incurring a fee for genuine reasons outside your control. If we waive a fee, we do so as an agent for the Wellness Pro. The same cancellation structure applies to Wellness Services booked with a third-party partner, and we may waive fees at our discretion as agent for the third-party partner.

B4. Extensions and delays

If you want to extend your booked time, the Wellness Pro will try to help if available. Extra time is charged in line with treatment prices (“extra time charges”). We collect extra time charges as agent of the Wellness Pro.

If you're more than 10 minutes late starting at your premises, then unless the Wellness Pro agrees otherwise:

• they may end the service at the originally agreed time without reducing the price; or

• if you both agree to continue for the full time, you must pay in advance for the extra time at the rates set out in the treatment prices.

B5. Your responsibilities and what to expect

To help your Wellness Pro deliver your treatment, you'll need suitable floorspace (roughly 2x2m for a massage table), clean towels, and access to the area you've booked. Full guidance on what to expect from a treatment, including on appropriate dress and safety, is set out on our website.

B6. Health, contraindications and medical disclaimer

The Services and any content on our site or app about Wellness Services are for general information only. We're not a healthcare provider and we don't provide medical advice or treatment. References to “treatment” or “therapy” don't mean medical treatment. If you have a medical issue, speak to a qualified medical professional. If you book a treatment that can't be performed because you meet a listed contraindication, the cancellation charges in clause B3 apply.

B7. If there's a problem with your Wellness Service

If you're unhappy with a Wellness Service, please tell us as soon as possible by online chat or by emailing info@urban.co, and we'll ask your Wellness Pro for their account of the booking. We may, at our discretion, take over handling of your complaint and decide whether any compensation is due; where we do, our decision is final, and we're authorised to pay any compensation to you as the Wellness Pro's agent.

This clause doesn't affect your other legal rights as a consumer..

PART C — CLEANING SERVICES TERMS

This Part C applies in addition to Part A whenever you book a home cleaning service through Urban (“Cleaning Services”), provided by an independent Cleaning Pro (“Cleaning Pro”).

C1. What Cleaning Services covers

You can book cleaning services as listed on urban.co.

C2. Insurance

Cleaning Pros who provide Cleaning Services through Urban are required to hold sufficient public liability insurance to cover the Cleaning Services they provide, and to give Urban evidence of current cover on request. This doesn't affect the position set out in clause A12 that Urban acts only as an introducer and doesn't guarantee the reliability, quality or suitability of any Cleaning Pro.

C3. How your contract is formed, and when it starts

• You request a booking via our app or website, choosing your Cleaning Pro, the type of clean and a date and time.

• You pay in full for a one-off clean, or for the first session of a Regular Cleaning booking, at the time you book.

• Once we accept your booking on behalf of the Cleaning Pro, we email you to confirm it. Your contract with the Cleaning Pro for that clean — or, for Regular Cleaning, for the recurring series — comes into existence when the payment is taken and the booking is confirmed in your Urban account. (the “Contract Date”).

C4. Your right to cancel within 14 days

As a consumer, you have a statutory right to cancel your Cleaning Services contract without giving any reason, within 14 days beginning the day after the Contract Date (the “Cancellation Period”), under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• To cancel, tell us clearly — by online chat, by emailing info@urban.co, by cancelling directly in your account (on app or web) — before the Cancellation Period ends. We'll confirm we've received your cancellation in writing.

• If you cancel before your clean has started, we'll refund any payment you've made within 14 days of being told of your decision, using the same payment method you used to pay, unless you've agreed otherwise with us.

• For Regular Cleaning, the Cancellation Period runs once, starting from the Contract Date for the recurring series as a whole — it isn't a fresh 14-day right for each individual future session.

C5. If you want your clean to happen during the 14-day period

 When you book, we ask you to expressly confirm that you want your Cleaning Pro to carry out the clean before your Cancellation Period ends.

• If you cancel after making that request but before your clean is finished, you'll pay a reasonable amount reflecting what your Cleaning Pro has already done, and any costs they've reasonably and unavoidably committed to — such as the hourly time they've reserved for your booking — calculated in proportion to your clean's hourly rate. In practice, we work this out using the same percentage bands as clause C6 below, because those bands are designed to reflect the Cleaning Pro's committed, paid-by-the-hour time. We'll never charge more than the price of the Services you booked.

• If your clean is fully completed before you tell us you want to cancel, your right to cancel under this clause ends, and you'll pay the full price.

• For Regular Cleaning, if one or more sessions have already taken place before you cancel, you'll pay in full for each of those completed sessions — the proportional payment described above applies only to a session that's in progress at the time you cancel.

C6. Cancelling once the 14-day right no longer applies

Once your Cancellation Period has ended — or, for a future Regular Cleaning session, once 14 days have passed since the Contract Date — the following charges apply if you cancel or reschedule your clean. These reflect the fact that your Cleaning Pro is paid by the hour and can't always fill a cancelled slot at short notice, and are set at a level proportionate to that cost:

• cancel more than 24 hours before your clean: no charge;

• late cancellation — cancel between 24 hours and 2 hours before your clean: we may charge 30% of the price of the clean;

• very late cancellation — cancel within 2 hours of your clean: we may charge 100% of the price of the clean.

You'll also be charged in full if you:

• cancel other than as allowed above, or try to cancel on or after your clean's start time;

• fail to give your Cleaning Pro access to the property at the agreed time;

• give inaccurate access details, or fail to provide complete contact details; or

• fail to provide the Customer Equipment required under clause C10, where this means your Cleaning Pro can't carry out the clean.

We may waive these charges at our discretion, including where you couldn't cancel in time for genuine reasons outside your control. If we do, we do so as agent for the Cleaning Pro.

C7. Regular Cleaning

• A Regular Cleaning booking has no end date, unless you ask us to add one — contact Customer Support and we'll amend your series.

• You can cancel a single upcoming session in the same way as a one-off clean; the charges in clause C6 apply to that session (subject to clause C4 and C5 if it falls within your original 14-day Cancellation Period).

• To stop your Regular Cleaning completely, contact our Customer Support team. There's no minimum notice period, but a charge may apply to any session due to take place within 24 hours of your request — under clause C6, or under clauses C4 and C5 if that session still falls within your original 14-day Cancellation Period.

• We charge you for each Regular Cleaning session individually, 48 hours before it's due to take place.If a payment fails, we'll email you a link to update your payment details; if payment still can't be taken, we may contact you to help resolve it, or cancel that session.

• If your regular Cleaning Pro stops offering services on Urban, we'll cancel the affected upcoming sessions and let you know. You're welcome to set up a new Regular Cleaning booking with another Cleaning Pro.

• If you move house, contact Customer Support. We'll check whether your Cleaning Pro covers your new address and can keep your usual time slot; if so, we'll move your booking across. If not, we'll help you set up a new Regular Cleaning booking with another Cleaning Pro. If your Cleaning Pro or time slot needs to change and your next session is due within 24 hours, the charges set out in clause C8 apply.

• If we change our cleaning prices, we'll email you before the change takes effect, as long as you have an upcoming Regular Cleaning session that hasn't yet been charged. You can cancel that session for free if the new rate doesn't work for you, and the cancellation charge in clause C6 won't apply in that case.

C8. Changing the day, time or your Cleaning Pro

Changes made to a booking date, time, or Cleaning Pro are subject to the following charges:

• Change more than 24 hours before your clean or within 10 minutes of making the booking: no charge;

• Late change — change between 24 hours and 2 hours before your clean: we may charge 30% of the price of the clean;

• Very late change — change within 2 hours of your clean: we may charge 100% of the price of the clean.

If you wish to reschedule and your original Cleaning Pro is no longer able to attend, we will help you arrange an alternative available Cleaning Pro. The charges set out above continue to apply based on the notice given for the original appointment.

For a Regular Cleaning booking, these charges apply per individual appointment, not to the series as a whole. If you make a change affecting your full series, only appointments due within 24 hours will incur a charge, calculated as set out above.

C9. Price and payment

• Prices vary and may change over time. The price you pay is the price in force at the time of booking.

• The minimum booking length is 2 hours and pricing is on an hourly basis.

• Add-ons (such as cleaning inside the fridge, inside-window cleaning, or a bedding change) are priced according to the extra time they take, at your booked hourly rate.

C10. Your responsibilities

When you book a Cleaning Service, you're responsible for:

• providing a vacuum cleaner, mop and bucket (“Customer Equipment”), and making sure it's safe and in good working order;

• providing your own cleaning products, or asking your Cleaning Pro to bring theirs for the extra hourly charge shown at checkout — for Deep cleans, your Cleaning Pro always brings specialised products (such as descaler) as part of the price;

• making sure your Cleaning Pro can access the property at the agreed time — for example via a key, lockbox or someone present to let them in — and giving clear access instructions via the dedicated field during booking;

• making sure the areas to be cleaned are reasonably tidy, with floors and surfaces clear enough to clean, and that any valuables, breakables or sentimental items are secured or put away;

• securing any pets, and making sure there are no unaccompanied children at the property, while your Cleaning Pro is on site;

• telling your Cleaning Pro about any priority areas at the start of the clean, and not asking them to carry out tasks that weren't included in your booking or that may be unsafe.

If you don't meet these responsibilities and, as a result, your Cleaning Pro is unable to carry out all or part of your clean, the cancellation charges in clause C6 may apply.

C11. If there's a problem with your clean

If you're unhappy with the quality of your clean, please tell us as soon as possible after your clean has ended, using online chat or by emailing info@urban.co.

If we ask you to, please provide time-stamped photographs of the areas you're unhappy with as soon as you can, and before those areas are used, cleaned again or otherwise changed. The sooner you can send us photographs after your clean has ended, the more reliable they are as evidence, and the better placed we are to assess your complaint fairly — so please don't wait to get in touch. We may also ask your Cleaning Pro for their account of the booking.

Where we uphold a complaint, we may, at our discretion, take over handling of it and decide whether any compensation is due; where we do, our decision is final, and we're authorised to pay any compensation to you as the Cleaning Pro's agent. Depending on the outcome, we may also share feedback with your Cleaning Pro, record it as part of our quality assurance process, or take further action where we identify ongoing concerns.

If your complaint relates to damage to your property or belongings, this is handled separately through our Insurance Claims Process — we'll explain the next steps if you raise a damage complaint. This clause doesn't affect your other legal rights as a consumer. 

Wednesday 23rd September 2026: We updated our Terms to cover terms related to cleaning services.