How do you monitor ratings and reviews, and can I dispute one?

Urban has a policy to protect you from unfair reviews. Here’s how it works:

We’ll automatically take down a rating or review from your profile if:

• You reported inappropriate behaviour or a breach of our code of conduct before the client rated you
• The rating was left more than 14 days after the booking took place
• The booking didn’t happen
• The booking ended early due to a contraindication or breach of terms
• The review is about Urban (not your treatment)
• If the review includes personal information (like names, phone numbers or addresses)

You can dispute ratings of three stars or lower

If you’ve received a rating and believe it’s unfair, you can dispute it:

1. Fill out this form within one month of getting the rating
2. We’ll review it, speak to the client if needed, and let you know the outcome
3. If a dispute is successful, it will take 24hrs for the overall rating to be updated 

Negative reviews that reflect the client’s experience will stay on your profile

We want to stay fair to both sides, so if a review is an honest reflection of how the treatment went, we won’t be able to remove it.