Cancellation policy

Free to cancel any time before your professional sets off. Card payments are refunded in full. If your professional cannot get access at the agreed time, the visit is treated as completed.

You can cancel any booking at any time before your professional sets off, including while we are still finding one — no cancellation fee, no penalty. If we change this rule, we will update this page and the in-app wording at the same time.

1. Open the booking from your bookings.
2. Choose Cancel and confirm.
3. The booking is cancelled immediately and any card payment is refunded in full.

You will see a confirmation in the app and by email. The refund timing is covered in our Refund policy.

You can reschedule in the app while your booking is still being matched (before a professional is assigned). Once assigned, cancel for free before your professional sets off and rebook.

Open the booking from your bookings and choose Reschedule while it is still being matched. If you need a different service or address, create a new booking rather than editing the existing one.

Once the professional has set off, the Cancel button is removed. Contact info@urbanassist.co.uk and we will deal with it case by case — for example, if the professional is significantly delayed or you have an emergency.

Support hours are 8am–8pm, seven days a week. We reply within one working day.

• If no professional can be assigned, we cancel the request and refund any card payment in full.
• If the assigned professional withdraws before setting off, we reassign where possible or cancel and refund. We will tell you what happened.
• If the professional does not attend without notice, the booking is treated as a failure to provide the service — see Refund policy and Terms of use “If something goes wrong”.

Urban Assist does not sell subscriptions. Each booking is a single contract for a single visit. There is nothing to pause or cancel on a recurring basis — to stop future bookings, simply do not place them.

If we introduce subscriptions or memberships, this policy will be updated beforehand to cover billing cycles, renewal, and how to cancel future charges.

Give accurate address and contact details and make the property available at the agreed time. If the professional cannot gain access, the visit may be treated as completed. Late access that shortens the visit does not entitle you to an automatic price reduction, but tell us what happened and we will review it.

Email info@urbanassist.co.uk with your booking reference. For refunds, see our Refund policy.