Service fulfilment — shipping policy

There is no parcel, courier, or tracking number. “Delivery” is the professional arriving at your address in the two-hour window you chose when you booked. You will see the window and the service address on your booking confirmation and in your bookings.

1. You choose a service, an address, and a two-hour arrival window.
2. We assign a vetted professional and confirm the booking in the app.
3. The professional travels to your address and carries out the work there.
4. You can message the professional about access on the booking screen.
5. A receipt is available from your bookings after the visit.

Windows are platform availability, not a live view of a single professional's diary — see Terms of use “How a booking works”.

The price shown is the total you pay. There is no shipping fee, packaging charge, or customs charge added. Some areas and time slots carry an adjustment on the catalogue rate; where one applies it is shown as a named line in your price breakdown. For VAT on the work itself, see Terms of use “Prices and payment”.

For some jobs the professional brings consumables or small fittings (for example, cleaning products or a replacement valve). Where a charge for materials applies, the professional tells you before continuing and agrees the amount with you first. That charge is for goods used in providing the service — it is not a shipped item and does not have a separate delivery.

Any guarantee on materials is given by the professional who supplied them, not by Urban Assist.

Professionals aim to arrive inside your two-hour window. Traffic or a preceding job can cause a delay — we will update you in the app if that happens.

Make the property available at the agreed time. If the professional cannot gain access, the visit may be treated as completed. If that happens unfairly, email info@urbanassist.co.uk and we will review it case by case.

Fulfilment is tied to the booking, not a shipment. Cancellation and refund rules are in our Cancellation policy and Refund policy: cancel before the professional sets off for a full refund; after that, contact support.

Still unsure? Email info@urbanassist.co.uk with your booking reference. For the underlying contract, see our Terms of use.