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Our customert support team is online from 7AM - 10PM. Check our FAQs to answer your questions or email us and we'll get back to you as quickly as we can.

Our commitment to your safety

Therapist arriving for an at-home massage

Here’s what we’re doing to look out for the safety and wellbeing of our whole community on Urban.Here’s what we’re doing to look out for the safety and wellbeing of our whole community on Urban – both when you book a treatment, and when you work.

Background checks for every pro

Background checks for every pro

We verify their identity, do a criminal background check and make sure their paperwork is up to Urban standards.

Read more

Your details stay private

Your details stay private

All communication stays in the Urban app, so you’ll never need to share your phone number. Use in-app chat to ask your pro questions before your booking.


Sparkling hygiene

All pros are Covid-19 safety trained and follow strict hygiene measures. You can ask them about their safety steps via in-app chat.

Individual ratings and reviews

Individual ratings and reviews

Choose who delivers your treatment by browsing bios and reading what others thought first.

Browse therapists

Support on-tap

Support on-tap

Our friendly customer support team is on hand via in-app chat during and after all bookings. They’re trained to listen with care and sensitivity.

Zero tolerance approach

Zero tolerance approach

Suggestive behaviour is never okay: it’s sexual harassment. We report, ban and safeguard against offenders.

Read our code of conduct

Policies and prevention

Sensitive customer care

As a silver-accredited Trauma Informed Employer, our customer support agents are trained to listen with sensitivity and without judgment.

Here’s what you can expect from us

Education and training

We’re setting the standard for safety in mobile working by providing training resources, from towel draping techniques to webinars on clear communication.

Always improving

Our work is never done: We’re proud to partner with The Survivor’s Trust to continually review our policies, and RSASS for staff training.

We work closely with the police

We won’t hesitate to report crimes (anonymously if preferred) and collaborate proactively with investigations.

Our trust and safety council

Set up in April 2021, our external panel of industry experts provides us with impartial advice and guidance

Charmain Manning CEO of Urban
Charmain Manning

Chief executive officer of Urban

Joanna Brown

Director of customer experience, Urban

Faye Maxted

Chief executive officer, The Survivors Trust

Bhavesh Joshi

Director, London School of Massage


An anonymous independent wellness practitioner

Report an incident

How to report an incident to us
If you’d like to report an incident involving personal safety during a booking with Urban, you can do so by emailing us at info@urban.co or by chatting with us via online chat, open 7am-10pm daily.

Here’s how we handle reports

Tell us what you think

Take our user safety survey
Help us continue to improve safety on Urban by sharing your experiences and thoughts.

Take the survey

Resources for pros

Lone worker training
Specialist safety training is available by Suzy Lamplugh Trust. Register your interest here.

Share your feedback
Take our practitioner safety survey to share your thoughts on safety at Urban.