We’re asking you to wear a face covering once more


Updated: 01/12/21.

As news about the omicron variant of Covid-19 develops, we’re asking you to wear a face covering once more for Urban bookings. They’re now a legal requirement for all close-contact services, but they’re also a really simple way to look out for each other.

Here’s a reminder of our Covid-19 safety measures:

When you book:

Wear a face covering unless you’re lying face-down on the treatment table

Wear one when you answer the door to your pro and whenever you’re lying on your back. If you’ve booked a facial, facial hair removal or lash treatment, your pro will tell you when to take your face covering off.

Let your pro know if you’re exempt

If you’re exempt from wearing a face covering, message your pro via the Urban app before your booking to let them know.

Air the space beforehand (but stay warm!)

We know it can be hard in winter, but opening windows before your therapist arrives is a huge help. It brings fresh air in and allows the air you’ve been breathing to escape before you mask-up and enjoy your treatment.
We recommend turning up the heating as soon as the windows are closed to keep the room at a comfortable temperature.

We recommend taking a lateral flow test before your booking

They’re free to order on the NHS, and a simple way to check if you’re carrying the virus without knowing it (asymptomatic people can still spread Covid).

Share your vaccination/testing status with your pro

Did you know you can message your pro via the Urban app any time after you’ve booked? Use it to ask any questions you might have about their safety measures, and to share your vaccination or lateral flow test result with them to reassure them.

Shower and/or wash your hands

Showering before a massage is a great way to warm your muscles up, and now it also acts as an extra safety step. Just make sure you wash your hands right before your treatment, too.

Cancel if you or anyone in your home is unwell or needs to self-isolate

Just use in-app chat to let our customer support team know. We’ll apply our Covid-19 cancellation policy, which means we won’t charge you for cancelling (up until two hours before your booking).

Touch base with us in 14 days’ time

We’ll drop you an email two weeks after your treatment to check you’re still feeling okay. Let us know if you’ve started feeling unwell and we’ll follow-up immediately, including contacting your pro.

massage therapist wearing mask

Our safety recommendations for Urban pros 

We’re encouraging Urban pros to keep you safe by:

Wearing a face covering or mask

As it’s now a legal requirement, Urban pros must wear a face covering or mask to all bookings. If they’re exempt, they’ll let you know via the Urban app before your booking so you can decide if you’re happy to go ahead.

Keeping up the sparkling hygiene

To work on Urban, all pros have to show they meet a high standard of hygiene and that they have everything they need to clean equipment thoroughly between appointments. 

Taking regular tests

We ask pros to take lateral flow tests regularly and let us know about any positive results immediately.

Reassuring you of their safety measures 

We encourage Urban pros to message you via the app before bookings to share their safety measures with you.

Not working if they’re unwell or need to self-isolate

Pros won’t work if they need to self-isolate for any reason. To make it easier, we’ve introduced a collective benefits scheme to help cover lost income.

Using NHS/Track and trace

Most Urban pros have signed up to NHS Track and Trace, and we ask that they continue to use it to check you into bookings.

massage therapist wearing a mask

Thanks, and keep it up!

We can’t tell you how many stories of thoughtful clients we’ve heard over almost two years of the pandemic. By sticking to our safety measures, you’ve helped to keep Urban going. Thank you, from all of us at Urban and the wider community.




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