These terms (our "Terms") are a legal agreement between you and Urban Massage Ltd ("Urban", "we", "us" or "our"). When you use our website, our app or our services, you’re agreeing to these Terms and to any policies we link to. Urban Massage Ltd is a private limited company registered in England and Wales (Company No. 08771289).

Registered office:
3rd Floor, 86–90 Paul Street
London
EC2A 4NE

VAT number: GB 210 922 547

Our Terms govern how you use our website, our app and the services we offer (the "Services"). By using any of them, you agree to follow these Terms. If you don’t agree, please don’t make a booking or buy a gift card through Urban.

To provide the Services, we need to collect and use some of your personal data. Before booking or buying through us, please read our privacy policy.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 require us to give you certain key information so your contract with us is binding. You’ll find that information here and in the email we send to confirm any booking with an independent professional or any product purchase.

You confirm you’re at least 18 and have the legal capacity to agree to these Terms. The Services are for individuals only. For corporate bookings or purchases, contact us at info@urban.co or via online chat.

• Independent professionals – self‑employed professionals who provide services you book through Urban

• Third‑party partners – independent businesses that provide services through the Urban platform

• Third‑party partner professionals – people engaged by third‑party partners to deliver those services

Urban provides a booking and purchase service. Through our site and app you can:

• Book professional services carried out by independent professionals ("professional services")

• Book third‑party partner services carried out by third‑party partner professionals ("third‑party partner services")

• Buy gift cards to use for bookings with independent professionals

Urban acts as a commercial agent for independent professionals, third‑party partners and retailers. That means we handle bookings, accept orders and collect payment for them. We don’t provide the professional services, third‑party partner services or products ourselves. It is the independent professionals and third-party partners who are legally responsible for providing the services to you.

The contract for professional services, third‑party partner services or products is between you and the independent professional, third‑party partner or retailer. They’re responsible for delivering what you’ve booked or bought. Urban remains responsible for our own obligations under these Terms and is your point of contact for customer service.

You can reach us at info@urban.co or via online chat. We can also act as intermediary to help resolve issues between you and an independent professional or a third‑party partner.

Professional services
When you book a professional service through us, that service is provided under the independent professional’s own terms and conditions ("independent professional terms"). Urban isn’t a party to those terms. Ask the independent professional for a copy if you need one.

Third‑party partner services

When you book a third‑party partner service through us, that service is provided under the third‑party partner’s terms and conditions ("third‑party partner terms"). You’ll be shown these terms at checkout and asked to accept them. Urban isn’t a party to those terms.

Booking professional services

• You can book via our site or app by choosing an independent professional.

• You’ll enter payment details at checkout and pay when you book. Full payment of the treatment fee is due at that time.

• The treatment fee belongs to the independent professional. We collect it (or arrange for a third party to collect it) as their agent. Once we receive full payment, your debt to that independent professional is discharged.

• We’re appointed by independent professionals as their commercial agent, to conclude bookings on their behalf. After we accept your booking on their behalf, we’ll email you to confirm your appointment.

By making a booking, you’re responsible for:

• Paying the applicable treatment fee

• Making sure the professional has access to your designated premises with a suitable space and appropriate facilities (including adequate lighting and heating)

• Ensuring the professional’s health and safety while at your premises

Booking third‑party partner services

• You can book through our site or app by choosing a third‑party partner professional.

• You’ll enter payment details at checkout and pay when you book. Full payment of the treatment fee is due at that time.

• The treatment fee belongs to the third‑party partner. We collect it as their agent. When we receive full payment, your debt to the third‑party partner is discharged.

• We’re appointed by third‑party partners to conclude bookings on their behalf. After we accept your booking on their behalf, we’ll email you to confirm your appointment.

By making a booking, you’re responsible for:

• Paying the applicable treatment fee

• Making sure the third‑party partner professional has access to your designated premises with a suitable space and appropriate facilities (including adequate lighting and heating)

• Ensuring the third‑party partner professional’s health and safety while at your premises

• All treatment fees and product fees are payable through our site, our app or by phone.

• We collect treatment fees for independent professionals and third‑party partners, and product fees for retailers. Our receipt of your payment as agent discharges your debt to them.

• We use encrypted secure payment mechanisms and take reasonable steps to keep your payment information secure. Unless we’re negligent, we’re not responsible for losses if a third party gets unauthorised access to information you give us.

• Card payments must be authorised by your card issuer. We may use extra security steps such as Verified by Visa where applicable.

• By booking or buying you agree to provide complete and accurate billing and payment information.

• Urban vouchers and credits expire 12 months from issue unless a specific expiry date is stated in writing for a promotion.

• Vouchers and credits are non‑refundable and can’t be exchanged for cash or currency.

• For vouchers or credits issued free of charge, we may void them in part or in full at any time, for any reason and without notice.

You can buy Urban gift cards through our website or app. Gift cards can be sent digitally or, if available, as a physical card by post.

Validity

Gift cards are valid for 12 months from the date of purchase unless a different expiry date is clearly stated.

Using your gift card

Gift cards can be redeemed against bookings made with independent professionals through the Urban app or website. They can’t be used for third-party partner services. Gift cards can’t be exchanged for cash or transferred to another account once redeemed.

Cancellations and refunds

If you buy a digital or physical gift card online, you have 14 days from the day after purchase to cancel and receive a full refund, as long as the card hasn’t been redeemed.

To cancel, contact our support team at info@urban.co with your order details.

Delivery

Digital gift cards are delivered by email as soon as your payment is confirmed. Physical gift cards, if available, are posted to the address you provide at checkout. We’re not responsible for delays or non-delivery caused by incorrect information supplied at purchase.

All fees and charges include VAT where applicable unless stated otherwise.

Professional services

• Treatment prices vary and may change over time. The price you pay (the treatment fee) is the price in force when you book.

• Full details are shown in our site and app. Price changes won’t affect bookings you’ve already made.

Third‑party partner services

• Third‑party partner treatment prices vary and may change over time. The price you pay is the price in force when you book.

Full details are shown in our site and app. Price changes won’t affect bookings you’ve already made.

Provide complete and accurate information when booking or buying. If you don’t, it may result in rejection or cancellation of your booking, inability to provide the service, or issues with product delivery. In those cases, our cancellation and refund policy applies.

Professional services

You don’t have a statutory right to cancel a booking for a professional service, but you have the following contractual rights:

• Cancel at least 24 hours before the appointment time: no charge

• If you book within 24 hours of the appointment, cancel within 10 minutes of confirming your booking (the "grace period"): no charge

• Late cancellation: cancel within 24 hours of the appointment or after the grace period – we may retain or charge 30% of the treatment fee

• Very late cancellation: cancel within 2 hours of the appointment (and after the grace period) – the independent professional may retain or charge 100% of the treatment fee

You will also be charged the full treatment fee if you:

• Cancel other than as allowed above

• Try to cancel on or after the appointment time

• Fail to attend at the appointment time or at the designated premises

• Give inaccurate details for the professional to attend the premises

• Fail to provide complete contact or personal details such as full name, phone number and address

• Book a treatment that can’t be performed because you meet a contraindication listed on the treatment description page
  

Cancellation fees compensate the independent professional where short notice makes it unreasonable to expect they can fill the slot. We may waive fees at our discretion where you couldn’t cancel without incurring a fee for genuine reasons outside your control. If we waive a fee, we do so as agent for the independent professional.

Third‑party partner services
The same cancellation structure applies to third‑party partner services:

• Cancel at least 24 hours before the appointment time: no charge

• If you book within 24 hours of the appointment, cancel within 10 minutes of confirming your booking (the grace period): no charge

• Late cancellation: cancel within 24 hours of the appointment or after the grace period – we may retain or charge 30% of the treatment fee

• Very late cancellation: cancel within 2 hours of the appointment (and after the grace period) – the third‑party partner may retain or charge 100% of the treatment fee

You’ll also be charged the full fee if you cancel outside the permitted terms, attempt to cancel on or after the appointment time, fail to attend, give inaccurate details, fail to provide complete contact information or book a treatment you can’t receive due to contraindications listed on our site or app. We may waive fees at our discretion as agent for the third‑party partner.

If you want to extend your booked time, the independent professional will try to help if available. Extra time is charged in line with treatment prices ("extra time charges"). We collect extra time charges as agent of the professional.

If you’re more than 10 minutes late starting at your premises, then unless the professional agrees otherwise:

• They may end the service at the originally agreed time without reducing the price, or

• If you both agree to continue for the full time, you must pay in advance for the extra time at the rates set out in the treatment prices

We introduce people seeking professional services to independent professionals. While we assess professionals who join the platform, we don’t guarantee their reliability, quality or suitability. Use your judgment and take reasonable care with personal safety, details and property when dealing with anyone you don’t know.

You can also book services provided by professionals who work with our third-party partners. While we perform some due diligence on third‑party partners, we don’t guarantee the reliability, quality or suitability of third‑party partner professionals or services. Again, use your judgment and take reasonable care.

Use the Services only to enquire about or book services or buy products as described here. You must not:

• Engage in inappropriate behaviour including illicit or sexually suggestive remarks, sexual advances, drug use or excessive drinking

• Restrict or inhibit another user from using the Services

• Infringe privacy, property or other civil rights

• Harass, abuse, threaten or otherwise violate the rights of professionals, Urban or others

• Harvest, data‑mine or collect information about others without consent

• Use technology or other means to access our network, unauthorised content or non‑public spaces

• Introduce viruses or harmful code or attempt to damage, disable or impair our site, app, servers or networks

• Engage in or encourage unlawful conduct or breach these Terms

Breaches may lead to suspension or termination of access. We may report suspicious behaviour to law enforcement.

From time to time we offer promotional and referral codes ("codes") that can be redeemed against services or products. Codes:

• are valid only for the period shown with them

• have no cash value

• are for personal, non‑commercial use; you can share your unique code with personal connections where you’re the primary content owner

• must not be duplicated, sold, transferred, distributed or published online, including on coupon sites

• must not be promoted via search engines or discount websites or forums

• can’t be exchanged for cash

• can be used once and only one code per person

• may have specific terms which you must follow (including expiry dates)

Referral codes allow you to refer friends and family and may reduce treatment or product fees. Referral codes are limited to 25 referrals per user.

To request more, email info@urban.co and we may extend the limit at our discretion. Discounts can’t be used with other offers. We may change, suspend or end promo or referral offers at any time and may remove them from your account, including for misuse.

URBAN, the Urban logo, our brand and all related intellectual property, trademarks, service marks, graphics and logos used with the site, app or Services belong to us or our licensors and are protected by law. These Terms don’t grant you any rights in the site, app, Services or their content. All rights are reserved.

We introduce people seeking professional services to independent professionals. We’re not liable or responsible for fulfilling bookings or the performance of independent professionals. We help as an intermediary with disputes and complaints as described above.

The Services and any content on our site or app (including content about third‑party partner services and professionals) are for general information only. We’re not a healthcare provider and we don’t provide medical advice or treatment. References to “treatment” or “therapy” don’t mean medical treatment. If you have a medical issue, speak to a qualified medical professional.

We don’t guarantee our site, app or Services are fit for your purpose, error‑free, timely, reliable, entirely secure, virus‑free or always available. We don’t guarantee particular results or outcomes.

Nothing in these Terms excludes or limits any warranty implied by law where it would be unlawful to do so, and nothing excludes or limits liability for death or personal injury caused by Urban’s negligence, fraud or fraudulent misrepresentation, or any matter where exclusion or limitation would be unlawful.

We are not liable or responsible for errors in or failure to provide the Services caused by your errors or incomplete or inaccurate information.

While we try to keep the Services available, we don’t guarantee continuous or uninterrupted access and may suspend or stop parts or all of the Services at any time.

Use of the site, app and Services is on an “as is” and “as available” basis. To the maximum extent permitted by law, we’re not liable for any direct, indirect, punitive, incidental, special or consequential damages, including loss of use, data, revenue, goodwill or anticipated savings, arising from or connected to your use of or inability to use the site or Services.

You agree to defend and indemnify us against any claims, demands, losses, damages, fines, penalties and costs (including reasonable legal and accounting fees) that arise from your use or misuse of the Services or your breach of these Terms.

We may change these Terms or end your use of the Services by giving you notice. If you don’t agree to changes, stop using the Services. We may also change, suspend or discontinue features or parts of the Services at any time for any reason.

If any part of these Terms is found to be invalid, the rest will remain in force.

These Terms are governed by the laws of England and Wales. You agree the courts of England will have exclusive jurisdiction over any claim or dispute arising from these Terms.

For legal enquiries, email legal@urban.co. For customer support, email info@urban.co or contact us via online chat.

Wednesday 5th November 2025: We updated our Terms to clarify how Urban’s services work and remove references to discontinued products.