Acceptable use policy

• Give accurate name, contact details, and service address, and make the property available at the agreed time.
• Treat professionals and customers with respect. Abuse or harassment ends the booking.
• Keep arrangements on the platform — taking a job off-platform removes payment protection and dispute handling.
• Leave honest, accurate reviews about bookings that actually took place.
• Keep your account secure and do not share access.

You must not:

• Use the platform to scrape, copy, or harvest data — including profiles, prices, or images — by automated means.
• Attempt to interfere with, disrupt, or reverse engineer the service or its security.
• Create fake bookings, false reviews, or misleading profiles.
• Post content that is unlawful, discriminatory, harassing, or harmful.
• Share personal data of third parties in booking notes, messages, or reviews.
• Solicit professionals or customers to work outside Urban Assist to avoid fees or oversight.
• Use the platform for any unlawful purpose or to market unrelated services.

Messages between customers and professionals are for arranging and completing the booked service. Reviews stay yours; by posting one you allow us to display it on the professional's profile. We remove reviews that:

• Are abusive or identify third parties.
• Are not about a booking that took place.
• Disclose contact details, addresses, or payment information.
• Are incentivised, fake, or posted by someone with a conflict of interest.

We do not edit reviews to improve a rating. See also our Community guidelines.

Do not use bots, scrapers, or other automated tools to access or collect data from the platform without our prior written consent. Rate limits and bot protections are enforced technically; attempting to bypass them breaches this policy.

We enforce this policy proportionately:

• We may remove offending content and issue a warning.
• We may temporarily suspend messaging or booking for the account.
• For repeated or serious breaches we may suspend or close the account.

Where we take action we will tell you why and, where appropriate, how to put it right. You can appeal by emailing info@urbanassist.co.uk within 14 days. This is without prejudice to any legal rights either party may have.

If you see misuse — abuse, fake reviews, scraping, or off-platform solicitation — report it from the booking or profile screen, or email info@urbanassist.co.uk with the booking reference and a brief description. We treat reports in confidence.

For security issues, see our Responsible disclosure page instead.