Our commitment to your safety
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.
- When you book
- When you work
Background checks for every pro
We verify their identity, do a criminal background check and make sure their paperwork is up to Urban standards.
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
Choose who delivers your treatment by browsing bios and reading what others thought first.
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
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.
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
Chief executive officer of Urban
Director of customer experience, Urban
Chief executive officer, The Survivors Trust
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.
Tell us what you think
Take our user safety survey
Help us continue to improve safety on Urban by sharing your experiences and thoughts.
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.
