Terms of use

Urban Assist is operated by Urban Assist Services Ltd, registered in England and Wales under company number 14892337, with its registered office at 128 City Road, London EC1V 2NX. We run the platform that connects you with independent home-service professionals.

Your contract for the work itself is with the professional who carries it out, not with Urban Assist. We act as their disclosed agent: we facilitate the booking, show the price applicable to that professional, and collect payment on their behalf, and they pay us a commission for that service. Your contract with us is for the platform and the payment handling.

You choose a service and a two-hour arrival window. Those windows are platform availability, not a live view of any one professional’s diary. A vetted professional is then assigned to your booking and it is confirmed in the app. Until that confirmation the booking is a request, not an agreement.

The professional carries out the work as an independent business, not as our employee. We are responsible for the platform, the payment, and the standard we hold professionals to; they are responsible for the work itself.

The price shown is the total you pay — shown in pounds sterling with no booking fee added on top. Some areas and time slots carry an adjustment on the catalogue rate; where one applies it is named as its own line in your price breakdown before you confirm. The checkout total is what you are charged. For the supply itself, your contract is with the professional (see “Who you are contracting with”), so any question about VAT on the work is between you and them — ask your professional if you need a VAT invoice. If the job turns out to need materially more work than you described, your professional will tell you before continuing and any change is agreed with you first.

You can pay by card in the app or in cash directly to the professional on completion. Card payments are taken by Stripe. A receipt for every booking is available from your bookings. If your professional is VAT-registered and you need a VAT invoice for the work, ask them directly — the supply is theirs, so the invoice is too.

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 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.

Once a professional has set off, the booking can no longer be cancelled in the app — contact support and we will deal with it case by case.

Tell us within a reasonable time and we will work with you and the professional to put it right. Under the Consumer Rights Act 2015 a service must be carried out with reasonable care and skill; where it has not been, you are entitled to have it done again or to a price reduction. Nothing in these terms limits that.

Raise it from Help & support → Booking issue, or email info@urbanassist.co.uk.

• Give accurate address and contact details, and access to the property at the agreed time.
• Treat professionals with respect; abusive behaviour ends the booking.
• Keep the arrangement on the platform. Taking a job off-platform removes the payment protection and dispute process that both sides rely on.
• Do not misuse the service, attempt to disrupt it, or post false reviews.

We may suspend or close an account that repeatedly breaks these terms. Where we do, we will tell you why.

Reviews you write stay yours; by posting one you allow us to display it on the professional’s profile. We remove reviews that are abusive, identify third parties, or are not about a booking that took place. We do not edit reviews to improve a rating.

If you invite a friend with your code, your friend gets £5 off their first booking when they use it at checkout, and you get £5 credit once that booking is completed and paid. One reward per new customer. Credit applies to future bookings and cannot be withdrawn as cash. We may withhold rewards where codes are shared publicly or used against our acceptable use policy.

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that was not foreseeable. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else it would be unlawful to limit.

We may update these terms; the version in force is the one published here when you make a booking, and we will tell you before a significant change takes effect. These terms are governed by the law of England and Wales, and you can bring proceedings in the courts of England and Wales — or, if you live in Scotland or Northern Ireland, in your own courts.