What hygiene and service standards should I follow?

To give clients a safe, high-quality experience every time, there are a few key hygiene and service standards to stick to. Most of this is probably second nature, but here’s a quick refresher:

Before a booking

• Confirm your booking as soon as you can (at least an hour before)
• Wear a clean outfit and remove any jewellery
• Keep personal hygiene in check – nails short and clean
• Take your shoes off when entering your client’s home
• Bring everything you need, including consultation forms
• Aim to arrive on time (5 minutes early is even better)
• If you’re running late, let the client or support team know straight away

During a booking

• Wash your hands before and after treatments
• Use disposable covers for tables and headrests if needed
• Clean your equipment before and after each session
• For massage, use your client’s towels
• Step out of the room while your client gets changed
• Chat through what to expect, and check in during the session
• Respect your client’s boundaries – Urban has a zero-tolerance policy for anything inappropriate
• Keep your phone on silent or do not disturb
• Respect their home and personal space
• Always protect modesty
• If a client crosses a line or makes you feel uncomfortable, you can stop the session and contact us right away

After a booking

• Make sure you’ve taken all your kit with you
• Don’t share your personal contact details
  (All rebookings must happen through Urban – arranging anything privately will result in your account being removed)

What’s expected from every pro

• Offer great treatments and a professional experience
• Keep your availability up to date
• Plan ahead so you arrive on time
• Arrive fully prepared

For our cancellation and lateness policy, click here.