Community guidelines

• Be respectful. No abuse, harassment, or discrimination.
• Be honest. Only share what you know to be true about a booking that took place.
• Stay on topic — use messages to arrange and complete the booked service.
• Keep it on the platform. Off-platform solicitation removes payment protection and dispute handling.

In-app messages are for the job — confirming access, sharing arrival details, and discussing the work. They are not for marketing, unrelated solicitation, or sharing personal data of third parties.

• Do not ask for or share card, bank, or government-ID details in chat. Payments are handled securely through the platform.
• Do not send spam, bulk messages, or repeated contact after being asked to stop.
• Keep language professional even when something has gone wrong — we are here to help.

Messages are stored as part of the booking record and may be reviewed when resolving a dispute, subject to our Privacy notice.

Reviews help the next customer decide and help professionals build their reputation. A good review is specific, fair, and about the service you received.

• Only review bookings you participated in.
• Focus on the work — quality, punctuality, communication, and cleanliness.
• Do not include personal data such as addresses, phone numbers, or payment details.
• Do not offer or accept rewards for reviews, and do not post fake or edited reviews.
• Do not use reviews to harass, dox, or discriminate.

We remove reviews that are abusive, identify third parties, are not about a booking that took place, or breach our Acceptable use policy. We do not edit reviews to improve a rating.

• Use your real name and an accurate description of what you offer.
• Do not impersonate another person or business.
• Do not post misleading prices, availability, or qualifications.
• Keep profile photos appropriate and relevant to the service.

• Hate speech, slurs, or encouragement of harm.
• Sexual content, nudity, or harassment.
• Scraping, bulk collection, or automated posting.
• Off-platform solicitation to avoid fees — see Terms “Using the platform responsibly”.
• Posting another person's private information without consent.
• Attempts to manipulate ratings, rankings, or discovery.

We moderate content reported to us and content we discover proactively. Depending on severity and history, we may:

• Remove offending content and issue a warning.
• Temporarily restrict messaging or booking.
• Suspend or close the account for repeated or serious breaches.

Where we take action we will tell you why. You can appeal within 14 days by emailing info@urbanassist.co.uk with the booking or review reference and why you think the decision was wrong. Appeals are reviewed by someone not involved in the original decision.

See something that breaches this guide? Report it from the booking, message, or review screen, or email info@urbanassist.co.uk with the reference and a brief description. We treat reports in confidence and will tell you the outcome where appropriate.

For security vulnerabilities, use our Responsible disclosure process instead.

We may update this guide as the community and product evolve. The version in force is the one published here. Where a change is significant we will tell you beforehand.