Our mobile therapist screening process

Therapists need to show they’re qualified in each service they want to offer on the Urban app. Here’s what we ask for:

Massage

To offer massages on Urban, therapists need to have a minimum NVQ Level 3 qualification. For specialist treatments including deep tissue, sports massage, injury/pain management, Thai massage, lymphatic drainage and pregnancy massages, therapists must show us additional qualifications or CPD certification.

Beauty

Only qualified beauty therapists can offer nails, facials, waxing, lashes and brow treatments with Urban. We ask for a minimum of an NVQ Level 2 qualification in beauty therapy, with additional training needed to offer branded treatments such as Dermalogica facials.

Osteopathy

Osteopaths need a degree in osteopathy to work with Urban and to be registered with GOsC.

Physiotherapy

Physiotherapists need to hold a physiotherapy degree and be registered with HCPC.

All Urban therapists need up-to-date insurance that covers public liability, professional indemnity and malpractice. We monitor expiries to make sure only insured therapists ever work on the app.

To join the Urban community, mobile therapists have to show they meet our high standards of hygiene by taking a number of assessments. We also check they have clean, spa/clinic-grade equipment, complete with single-use items, cleaning products and PPE relevant to each service they offer. 

We also keep a close eye on public health guidelines to make sure therapists are up to speed on the latest Covid-19 safety best practices. We view safety measures as an act of care and encourage therapists and clients to chat via the Urban app before bookings. 

We keep a close eye on public health guidelines to make sure Urban mobile therapists are up to speed on the latest Covid-19 measures, including mask-wearing. We view safety precautions as an act of care, encouraging therapists and clients to look out for each other by chatting via the Urban app before bookings.

Before a therapist can join the Urban community, they have to show us a clear and up-to-date criminal background (DBS) check. We also verify their identity by meeting with them either in-person or over video call. Therapists must meet our standards of qualification for each service they want to offer, and we check their insurance covers public liability, professional indemnity and malpractice.

We also ask mobile therapists to take a number of assessments to make sure their knowledge is up-to-date. And we look over their kit and confirm their hygiene and Covid-19 standards. 

As a TIE-accredited company, we have a zero-tolerance sexual harassment policy. We take complaints of this nature incredibly seriously, working closely with local police to take immediate action against offenders. Learn more

Our screening process means that complaints about techniques, hygiene and professionalism are rare, but when we get them we look into them right away.

We share feedback and opportunities for improvement as part of a fair review process. If after this our quality assurance team decides that standards still aren’t being met, we may deactivate their account.