How (and when) to contact Urban support

Whether you’ve got a booking issue or a quick app question, our team’s here every day to help.

We’re available every day, 7am–10pm

• Live chat: 7am – 10pm (the fastest way to reach us)
• WhatsApp: We’ll reply between 7am – 10pm
• Email: We’ll reply within 24 hours: info@urban.co
• Need to speak to someone? If we can’t solve something by chat or email, we’ll offer you a callback and prioritise based on urgency
  
  

Reach out to us if:

• You're running more than 15 minutes late
• You need to cancel or reschedule a booking
• You’ve had to leave a booking for a non-safety reason (e.g. no-show, not enough space, contraindication)
• You want to report inappropriate behaviour
• You’ve spotted a booking issue in the app (e.g. wrong travel time, treatment not showing)
• You’ve got a concern about a rating, review or a client
• Something’s gone wrong with your statement or app experience
  
  

Not sure if you need to cancel or reschedule? Check out our cancellation and lateness policy.

 

Feeling unsafe? Here’s what to do

• If you’re ever in immediate danger, call 999
• If it’s not urgent, report the issue via the safety centre in your app or use the ‘report’ button in your booking details