We’re staying Covid-aware after 19th July


Updated: 24/08/21.

We’re still encouraging the use of these safety measures beyond the 19th July

While official guidance on Covid-19 safety may be coming to an end, our commitment to safety at Urban continues.

Here’s what you can do to keep your Urban pro safe during Urban treatments, as well as the recommendations we’ve shared with our community of self-employed professionals.


Instant message your pro before your treatment

Did you know you can chat with your pro via the Urban app once you’ve booked? It’s a great way to discuss safety measures. You can message them to:

  • Request they wear a mask, or to ask if they’d prefer you to wear one
  • Share your vaccination status, or ask your pro for theirs
  • Ask if they’re taking public transport over to you
  • Generally find out what you can do to help them feel safe

Open windows and let fresh air in

If you can, open a window to let fresh air flow through the room before and during your session – ventilation is one of the best ways to continue to protect each other.

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 treatment, too.

Wear a mask before and after treatment

Feel free to remove it when you’re lying face down on a treatment table, or for specific sessions like yoga and fitness. Let your pro know if you’re exempt or prefer not to wear one before your treatment via instant messaging in the Urban app.

Cancel if you or anyone in your house is unwell

Just use in-app chat to let our customer support team know and we’ll apply our Covid-19 cancellation policy which means you won’t be charged 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 take appropriate action, including contacting your pro. 


Our safety recommendations for pros

We’re recommending that Urban pros keep up the good work by following these safety practices:

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

We’ve asked pros to decline all bookings if they need to self-isolate for any reason. To make it easier, we’ve introduced a new collective benefits scheme to help cover lost income if they can’t work.

Taking regular tests

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

Reassuring you of their safety measures 

We’re encouraging Urban pros to reach out to you via instant message ahead of bookings to share their safety measures with you.

Wearing a mask

Although we’re strongly encouraging pros to wear masks for all treatments, you can always expect your pro to wear one for: 

  1. Facials, facial waxing and lashes, where wearing a mask is best practice 
  2. Osteopathy and physiotherapy sessions, as advised by the GOsC and CSP

Keeping up the sparkling hygiene

To work on Urban, all pros have to demonstrate a high standard of hygiene, including showing us they have everything they need to clean equipment thoroughly between appointments. 

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 into bookings (with your help).

Thanks, and keep it up!

We can’t tell you how many stories of thoughtful clients we’ve heard over the past 18 months. 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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