New Hero FAQs
- Offering brow treatments on Urban
- Offering lash treatments on Urban
- Offering facials on Urban
- Offering waxing on Urban
- Offering nail treatments on Urban
- Offering de-stress and sleep massages on Urban
- Offering osteopathy on Urban
- Offering physiotherapy on Urban
- How do I fill out Urban’s digital consultation forms?
- How Urban defines inappropriate behaviour
- What is Zecure?
- How do you handle complaints?
- How do I remove a treatment from my profile?
- How do I add new treatments to my profile?
- How can I pin my best reviews to my profile?
- How can I change my profile picture?
- How is the list of available therapists sorted?
- How do I change my bio?
- I referred a Pro but haven’t received my referral fee
- Insurance: What your policy needs to cover
- How do ratings and reviews work?
- How do you monitor ratings and reviews, and can I dispute one?
- How does payment work – and what should I do if I haven’t been paid?
- I can’t see myself as available in the app – what should I do?
- What should I do if my client is late or doesn’t show up?
- What should I do if a client's address is missing or wrong?
- What should I do if my client has a contraindication?
- What should I do if there’s not enough space for the treatment?
- What should I do if a client asks to book me outside of Urban?
- I’m not receiving emails from Urban — what should I do?
- Why did I get a booking outside my service area?
- A booking has just come through but I can’t make it – what should I do?
- I left something behind at a client’s home – what should I do?
- How does Urban keep me safe?
- Can Urban provide a reference letter?
- Can Urban provide me with an Earning Summary?
- Massage towel draping – a quick guide
- Keeping clients safe: Understanding your massage table’s weight limit
- How can I reactivate my account?
- How do I deactivate my account?
- What aftercare advice should I give my clients?
- Offering Theragun as an add-on
- Offering oncology massage on Urban
- Do I need to register as self-employed to work with Urban?
- Can I work full-time and still be self-employed with Urban?
- What’s the difference between Urban classic, energising and relaxing massages?
- What’s the difference between lymphatic drainage and sculpting?
- What’s the difference between deep tissue, sports massage and injury/pain management?
- How much notice do I get for bookings?
- Can I accept cash bookings?
- I’m having issues with my GPS – what should I do?
- Will offers or promos affect my payment?
- Is there a code of conduct for clients?
- How do tips work?
- Why can't I refuse a booking?
- What equipment should I bring?
- Consultation forms: everything you need to know
- Can I wear Urban-branded items to bookings?
- Cancellation, lateness and no-show policy (CLNS)
- What documents and qualifications do I need to join Urban?
- Where and when can I work as an Urban Pro?
- Are parking or transport costs covered?
- How can I change my transport information?
- What’s Urban and how does it work?
- I’ve received my first booking – what’s next?
- Can I choose to only treat clients of a certain gender?
- What happens if a client cancels or is late?
- How (and when) to contact Urban support
- How and when should I contact a client?
- Can a client book me outside my available hours?
- How to respect your client’s boundaries during a booking
- What settings can I change in the app?
- What does ‘appearing in searches’ mean – and how can I appear in more?
- What hygiene and service standards should I follow?
- What equipment do I need to offer nail treatments on Urban?
- Protecting your data and confidentiality on Urban
- How can I get more bookings?
- What is ‘Request to Book’?
- How can I retain my customers?
- Is there a discount code I can give out?
- How do I upload a new document to my profile?
- DBS process
- Offering Bespoke facial
- Offering Brazilian lymphatic drainage
- Massage
- How can I change my password?
- Offering CBD massage treatments
- Safety at Urban
- Staying safe while travelling to and from bookings
- How do I update my insurance?
- How do I change my bank account details?
- How can I get my clients to rebook me?
- How to approach rebooking with your clients?
- How can I share my profile on my social media?
- How does rebooking work?
- How to use the Templates feature
- The client wants to extend the treatment, can I do it in the app?
- How does travel time calculation work?
- Is it possible to be paid as a business account from Urban?
- Are there business cards we can give out to clients?
- Urban Community Youtube Channel
- How can I cancel a booking directly in my Hero app?
- How does your diary work?
- Where do I access the Community Forum and how do I log in?
- How do I access the community forum?
- Is the Community Forum monitored by Urban?
- What is the Urban community forum?
- What type of info should I add/not add to a treatment report?
- Sharing my profile with friends
- What's the email address for Customer Support?
- How do I know if a client has tipped me before?
- A client wants to extend a booking but I have another booking after and don't have time. How do I handle the situation?
- Calling a practitioner
- Where can I find my contract?
- Can a client book me as a gift for a friend or relative?
- How do I set or amend my availability?
- How can clients find the code of conduct?