How does Urban keep me safe?

Feeling safe during every booking matters. That’s why we’ve built features, processes and support systems designed to protect you at every stage – from setting your availability to packing up after a session.

Block clients you don’t want to see again

1-1 block
Don’t want to return to a client? Whether it’s the stairs, the setup or just a gut feeling – you can request a 1-1 block. It means they won’t be able to book you again.

Blocklisting
If a client behaves inappropriately or makes you feel unsafe, tell us. We’ll remove them from the platform and add them to our blocklist so they can’t book any other Urban Pro.

Tools to protect you in real time

The Safety Centre in your app
You can quickly call 999 from the red safety panel inside your booking screen. You’ll also find a “report” button that gives you direct access to our emergency line.

PeopleSafe
A discreet GPS device connects you to a safety team if you ever need urgent help. Reach out to us if you’re interested in getting set up.

What to do if something doesn’t feel right

Leave when you need to
You can stop a treatment and leave a booking at any time if you feel unsafe or uncomfortable. Your safety comes first.

Once you’re in a safe space, message us via live chat or email. We’ll support you, block the client and make sure you’re still paid for the session.

We’ll get your equipment for you
Can’t pack up before leaving? That’s okay. Let us know and we’ll collect your equipment.

Feeling unsure?
If something feels off, you’re not obligated to stay. If you do decide to continue, be clear about your boundaries – and if they’re not respected, leave.

Making a complaint

You can report a client at any time – whether for inappropriate behaviour, discomfort during a session or something that didn’t sit right.

We’ll:

  • Respond within 24 hours (or let you know if we need more time)
  • Keep your report anonymous if you prefer
  • Offer a male or female agent if you’d like
  • Call you directly if that feels easier

We’re here to support you from start to finish.

When we report to police

Urban has a strong working relationship with the police. If there’s ever a serious incident or potential criminal behaviour:

  • We’ll encourage you to report it directly
  • If you’re not comfortable doing that, we can report it on your behalf – by name or anonymously
  • If needed, police may request relevant client info under GDPR laws

In some cases, we may report an incident ourselves, even without a formal complaint, if we believe it could help prevent harm.

Behind-the-scenes safety features

Card and device checks
We screen every user’s card and device using third-party tools – if anything looks suspicious, we block their access.

Granular service areas
Want to work closer to home or avoid late-night travel? You can personalise your schedule and areas to suit your preferences.

Use your phone’s built-in safety settings

iPhone

  • Emergency SOS: Quickly alert emergency contacts
  • Find My Friends: Share your location in real time

Android

  • Emergency contacts on lock screen
  • Custom messages with safety info
  • Device-specific safety features

You can also register your phone to text 999 by texting ‘REGISTER’ to 999 — useful if you ever need help and can’t speak.

Personal safety apps to consider

Apps like bSafe, Life360, Send Help or PanicGuard offer extra layers of protection. These let you alert contacts, track your location and store info about incidents.