Working together for safer in-person treatments

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Updated 12:04, 24/11/2020

Massage and beauty back on 2nd December; essential treatments open now

We’re pleased to say you can now pre-book any at-home beauty and massage treatment for 2nd December onwards via the Urban app and website.

If your treatment’s essential (e.g. needed for managing an ongoing condition or injury recovery), you can still book at home now. Current government rules allow Urban osteopaths, physios, and sports massage therapists to visit your home (with a few conditions) to support your health over lockdown. One-to-one personal training is also allowed to continue in public outdoor spaces.

We need your help to keep all at-home services as safe as possible.

Our new safety measures:

Pre-appointment screening (in place until 2nd December)

When you book osteopathy, physiotherapy or essential sports or deep tissue massage, your pro will message you via the Urban app to check if a home visit is right for you. If it’s not, they’ll advise what to do instead and we’ll refund you in full.

Your Urban pro is now trained in COVID-19 safety

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

They’ll wear a mask and visor 

You’ll also need to wear a face covering except in a few situations – scroll down for details.

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.

 

 

We need your help:

Wear a face covering 

You’ll need to wear one from the moment you answer the door for all services with a few exceptions. Unfortunately, your pro won’t be able to provide one for you so make sure you have one to hand before booking.

You can take your face covering off during certain bookings

Your pro will let you know when you can take it off if needed, for example during outdoor fitness and yoga sessions or when lying face-down on a treatment table. But make sure you’re wearing one when they arrive.

Let your pro know if you’re exempt

If you have an age, health or disability reason for not wearing a face covering, please let your pro know by direct messaging them through the app before your booking. 

Download the NHS Track & Trace app

Your Urban pro may ask you to “check in” to your appointment (in line with government guidelines) by scanning their unique QR code.

Shower and/or wash your hands

Please wash your hands thoroughly before all treatments. Showering before a massage or fitness session can be a great way to to warm your muscles up, and now it also 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.

Help your pro avoid other members of your household

Make sure you’re the only adult in the room for your treatment and answer the door yourself to help your pro limit interactions with other household members.

Head outside

Fitness and yoga sessions now need to take place outdoors. Direct message your pro via the app after booking to agree on a place to meet in a nearby local park/public outdoor space.

For any other treatment, if it’s warm enough and you have a suitable outdoor area, you’re welcome to set up a treatment space outside.

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. It also means not booking after travelling to any countries that require self-isolation on return. 

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.


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


Questions? Message your pro directly 

Once you’ve booked, you can direct message your pro through the Urban app 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. 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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