Cancellation, lateness and no-show policy (CLNS)

What to do if you're late, need to cancel or can't make it

Most bookings go smoothly, but if something unexpected happens, here’s what to do – and what happens next.

If you're running late

If you’re under 15 minutes late, message your client through the app to let them know.
If you're more than 15 minutes late or can’t reach them, message us via live chat as soon as you can. We'll count it as a late arrival.

What we do:
• We won't charge you for the first two late arrivals per 50 bookings
• On the 3rd, 4th and 5th - we’ll charge a small handling fee
• Any more after the 5th - we'll review your partnership

If you need to cancel
Cancel in the app or with us as soon as possible. We treat cancellations the same way as late arrivals.

*We're currently running a relaxed cancellation and lateness policy for therapists in Edinburgh and Glasgow.

What we do:
• We won't charge you for the first two cancellations per 50 bookings (unless you cancel within 60 mins of the booking time)
• On the 3rd, 4th and 5th - we’ll charge a small handling fee
• Any more after the 5th - we'll review your partnership

If you don’t attend (a no-show)

 

When you set your availability, you’re committing to being available at that time, regardless of whether you confirm a booking or not. That means that if you don’t show up to a booking – even if you’ve not confirmed it – we’ll class that as a no-show.

We count it as a no-show if:
• You don’t arrive and the client reports it
• You cancel within 60 minutes of the booking
• You haven’t confirmed and we can’t reach you 60 minutes before

What we do:
• We’ll charge the full booking price
• If this happens twice or more in 100 bookings, we’ll review your partnership

We won’t charge you if:
• You’ve had a genuine emergency or serious disruption
• Urban was responsible for the issue