Urban Rewards is our free loyalty programme, rewarding you on the best investment there is – your wellbeing. 

Each time you book, you’ll automatically earn points. The more points you collect, the better life gets. At 400 points you’ll become a Member, unlocking regular £5 discounts. At 1000 points you become a PlusMember, where you’ll get discounts even more frequently as well as exclusive offers.

Just sign up to Urban or log in to your account and you’ll be enrolled automatically, with 50 bonus points to get you started.

Yes, Urban Rewards is free for everyone with no hidden costs. When you create an Urban account, we automatically enroll you.

You’ll automatically earn 1 point for every £1 you spend on Urban and Get A Drip treatments (excluding gift card purchases and tips). You’ll also get 50 points when you first sign up to Urban.

Please note: only completed bookings earn points, they’ll show as ‘pending’ on your dashboard for 24 hours after your booking. 

During promotional periods, the number of points per pound spent may increase as per the terms and conditions of that specific promotion.

Your points are valid for one year starting from the date you signed up if you’re new to Urban, or – if you already had an account – from the first time you logged in to the app or website.

This period is known as your "membership year." Points reset to 0 on the one-year anniversary and your membership level is re-evaluated.

Your level depends on the total points you earn over a 12-month period:

Member: 400-999 points

PlusMember: 1000+ points

When you unlock a new level, you'll stay at that level for the remainder of the current membership year and the entire following membership year. 

At the end of a membership year, if you haven't earned enough points to keep your current level, you’ll automatically be moved down one level.

Yes, you’ll earn points no matter what treatment you book on Urban. The only things you won’t earn points on (at the moment!) are gift card purchases and tips for your pro.

No, currently tipping your pro will not earn you any points. Only signing up to Urban and completed bookings will earn you points. 

Yes, we’ll reward you 1 point for every £1 of credit spent on a booking.

Yes, you’ll earn points equivalent to the final cost of your discounted booking.

Yes – as you’ll be paying with credit, you’ll collect points for this too. Double win for you!

No, currently you can only earn points on completed bookings and by signing up to Urban. We’re working on making this a point-earner in the future.

No, only your friend will earn points when they spend their gift card on their account. At the moment, you won’t earn points for gift card purchases (but we’re working on it!).

You can see your points balance in the Rewards section of the Urban app, including your transaction history.

If you cancel:

If you cancel your booking, you won’t earn points. That includes if you don’t show up for your appointment. Your pro will let us know and we’ll cancel the booking and the corresponding points earned. You won’t earn points on any cancellation fees you might have to pay either.

If your pro cancels or doesn’t turn up:

We know it can be disappointing when your pro has to cancel, so you’ll get to keep 15% of the points you’d have earned for that booking. We’ll also email you with a rebooking link to get you back on track. The same applies in the rare event if your pro doesn’t show up.

Yes, you’ll earn 1 point for every £1 spent on completing your booking.

If your new booking costs more or less than your last one, your points will adjust accordingly. 

You won’t earn points on any fees you might have to pay to amend your booking at short-notice.

If your pro needs to change your booking and it means the price has to change, we’ll check with you before confirming. The amount of points you’ll earn will adjust accordingly.

For now, Urban Rewards is only available to users who signed up in the UK. While you can still book in France, you won’t earn points on bookings there.

No, your points stay the same when you earn or redeem a reward.

No, your points, rewards and membership level are tied to your unique Urban account. Points or rewards can’t be transferred to another account.

Your points may be pending

The points you’ll earn when you complete a booking will show as pending for up to 24 hours after that booking actually takes place. If you’ve not had your booking yet, please check back the day after your booking. If you still can’t see the points reflected in your balance, please email us at info@urban.co.

Your points may have reset 

Confused as to why you’re back at zero? It could be that they’ve reset. Your points are valid for one year, starting from the date you signed up (or first logged in when the scheme launched). This period is known as your "membership year." Points reset to zero each one year anniversary and your membership level is re-evaluated.

Your points balance will reset back to zero at the end of every membership year. Your membership year ends and restarts every 12 months, starting from when you signed up to Urban (or when you first logged in if you already had an account when the scheme launched). You can keep track of your points balance and expiry date at all times by logging in to your account on the Urban app and going to the Rewards section or your wallet.

Don’t worry, you won’t lose any of the rewards you haven’t used yet when your points reset unless they’re past their expiry date.

By collecting points. While you won’t get regular £5 discounts until you become a Member (at 400 points) or a PlusMember (at 1000 points), you still get a few perks along the way:

100 points: Entry to a monthly prize draw to win a massage 

200 points: 5% off your next booking

300 points: £9 off a 90-minute massage

400+ points: £5 off every 300 points as a Member

1000+ points: £5 off every 200 points as a PlusMember

This is just the beginning – we’re planning on adding even more ways to earn points and even more rewards as you progress, so keep an eye on the Rewards section of your account.

Yes, check the Rewards section for expiry dates and any partner perk T&Cs. 

The monthly massage prize draw entry expires at the end of your membership year or when you reach 400 points, whichever comes first.

You can find your rewards in the Rewards section of the Urban app.

If you tried to use an Urban Rewards discount at checkout and it didn’t work, your basket may not meet the criteria for this reward. Make sure you check the validity criteria of that reward by going into the Rewards section of your app. 

If you tried to use a partner offer and it didn’t work, please get in touch on info@urban.co and we’ll help you sort it out.

When you reach 100 points you’ll automatically gain entry into our monthly giveaway for a massage. 

Every month Urban will draw a winner at random – you’ll only be notified by email if you win. You’ll stop being enrolled into the monthly giveaway at the end of your membership year or when you reach 400 points - whichever comes first.

It depends on the reward. You can check the validity criteria of your rewards in the Rewards or wallet section on the Urban app.