Refund policy

• Cancel before your professional sets off — full refund, no fee. Card payments go back to the card; cash bookings have nothing to refund.
• After the professional sets off, or if the work has been done poorly — tell us and we will arrange a partial or full refund case by case.
• We never deduct a platform fee from your refund.

• You cancel before the professional sets off for your address. Use the Cancel button on the booking screen or email info@urbanassist.co.uk.
• We cancel because no professional could be assigned or the professional withdraws before setting off.
• We charged you in error or duplicated a payment.

Full refunds return the entire amount you paid, including any area or time-slot adjustment shown in your price breakdown. See also our Cancellation policy.

Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill. If it was not — for example, the work is incomplete, defective, or the professional does not attend — you are entitled to have it done again or to a price reduction.

• Raise the issue from Help & support (Booking issue) or by email within a reasonable time.
• We will work with you and the professional to put it right — either by arranging a re-do at no extra cost or by agreeing a partial refund that reflects the shortfall.
• We will tell you the outcome and the refund amount before we process it.

Nothing in this policy limits your statutory rights. Our Terms of use section “If something goes wrong” sets out the same position.

1. Open the booking from your bookings and choose Cancel, or raise it from Help & support → Booking issue.
2. If the Cancel button is no longer available (the professional has set off), email info@urbanassist.co.uk with your booking reference.
3. We confirm eligibility and the refund amount by email or in the app.

Support hours are 8am–8pm, seven days a week. We reply within one working day. Outside those hours your request is queued and picked up the next morning.

• Card payments — the card portion is refunded to the original card via Stripe. The refund is issued immediately on our side; banks typically show it within 5–10 business days depending on the issuer.
• Credit — any credit applied to the booking is returned to your Urban Assist Credit balance. It is not refunded to a card.
• Cash payments — paid directly to the professional on completion. No card refund applies. If a re-do or price reduction is agreed, we arrange it directly.
• We do not issue card refunds to a different card or bank account. You will receive an updated receipt from your bookings.

• You cancel after the professional has set off or arrived — handled case by case.
• Access to the property was not available at the agreed time.
• The issue is outside the service you booked (for example, an unrelated fault).

We may suspend or close accounts that repeatedly request refunds for bookings where no underlying issue is found. We will tell you why if we do.

Contact us first. We reply within one working day. Most cases are resolved within a few days. If you paid by card and we cannot agree, you can ask your card issuer to raise a dispute. Provide your booking reference and the correspondence with us; your issuer will set the timeline.

Email info@urbanassist.co.uk with your booking reference. If you are not satisfied with our response, you can seek advice from Citizens Advice or Trading Standards.