Working together for safer in-person treatments


Updated 15:03, 30/07/2020

We’re back!

We’re delighted to say you can book almost all of our wellness services at home once more, with facials and lashes returning on August 4th in line with the latest government guidelines.

Read our full official risk assessment here in line with government guidelines >

Steps we’re taking to keep you safe:

Your Urban pro is now trained in COVID-19 safety

They’re clued up on transmission, prevention and the best hygiene practices.

Well to work or book

Urban pros won’t work if they or anyone in their household needs to self-isolate – we’re asking the same of you when booking.

Your pro will wear a visor

You won’t need to wear a mask (unless you want to) for all services other than at-home physiotherapy and osteopathy. Fitness trainers will wear wear a face covering indoors.

We’ve suspended couple’s bookings

You can only book one Urban pro to your home at a time. That means we’ve suspended couple’s massages and group beauty treatments.


We need your help:

Shower and/or wash your hands

Please wash your hands thoroughly before all treatments. We recommend showering before massage treatments generally as it’s a lovely way to warm the muscles up, and now acts as an extra safety step.

Prepare the space and let fresh air in

If your treatment uses a table, clear 2x2m of floor space ahead of time to help your pro avoid contact with surfaces in your home. If you can, open a window to let fresh air flow through the room before and during your session. You can even setup a treatment space outside if you prefer (if the sun’s shining, of course!).

For fitness and yoga sessions, we recommend heading outdoors if you can. Direct message your pro via the app after booking to agree on a place to meet, whether that’s your garden or a local park/public outdoor space.

Book professionals who live near you

They’ll appear at the top of your search list, reducing their travel distance.

Don’t book if you or anyone in your household is self-isolating

Please cancel your booking or hold off on booking according to the NHS’s self-isolation guidelines. That could mean avoiding treatments for at least seven days from the first day of suspicious symptoms if you live alone, or for 14+ days if you live with other people. We also kindly ask that other members of your household maintain social distance if they interact with your Urban pro.

Reschedule easily in the Urban app if you need to

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.

Questions? Message your pro directly 

Once you’ve booked, you can message your practitioner at any time. You can send them any last-minute queries, or just use it to introduce yourself and reassure them you’re following all the safety guidelines.

Thank you for your trust and support

We wouldn’t be here without your ongoing support and trust in our processes and people and we’re so grateful.

Who are we? We’re Urban, on a mission to empower your city life through wellness. Our app is the easy way to book massage, beauty, physio and fitness – in person and online. Simply choose your trusted Urban pro, pick a time and place, and relax.


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