Updated 12:27, 6/1/2020
We’ve suspended most of our services in the UK for now, but you can still book certain massage treatments, osteopathy and physiotherapy as essential services to help support your physical health during lockdown. Socially-distanced outdoor fitness is available as usual, too.
When you book any in-person treatment, your pro will take extra hygiene measures to keep you both safe:
When you book osteopathy, physiotherapy or essential massage, your pro will message you via the Urban app to check if a home visit is right for you. If it’s not, they’ll advise what to do instead and we’ll refund you in full.
They’re clued up on transmission, prevention and the best hygiene practices.
You’ll also need to wear a face covering except in a few situations – scroll down for details.
Urban pros won’t work if they or anyone in their household needs to self-isolate – we’re asking the same of you when booking.
We’ve suspended all couple and group bookings for the time-being to limit the number of people in the treatment room.
You’ll need to wear one from the moment you answer the door for all services with a few exceptions. Unfortunately, your pro won’t be able to provide one for you so make sure you have one to hand before booking.
Your pro will let you know when you can take it off if needed, for example during outdoor fitness and yoga sessions or when lying face-down on a treatment table. But make sure you’re wearing one when they arrive.
If you have an age, health or disability reason for not wearing a face covering, please let your pro know by direct messaging them through the app before your booking.
Your Urban pro may ask you to “check in” to your appointment (in line with government guidelines) by scanning their unique QR code.
Please wash your hands thoroughly before all treatments. Showering before a massage or fitness session can be a great way to to warm your muscles up, and now it also acts as an extra safety step.
If your treatment uses a table, clear 2x2m of floor space ahead of time to help your pro avoid contact with surfaces in your home. If you can, open a window to let fresh air flow through the room before and during your session.
Make sure you’re the only adult in the room for your treatment and answer the door yourself to help your pro limit interactions with other household members.
Fitness and yoga sessions now need to take place outdoors. Direct message your pro via the app after booking to agree on a place to meet in a nearby local park/public outdoor space.
For any other treatment including physiotherapy, osteopathy and massage, if it’s warm enough and you have a suitable outdoor area, you’re welcome to set up a treatment space outside.
They’ll appear at the top of your search list, reducing their travel distance.
Please cancel your booking or hold off on booking according to the NHS’s self-isolation guidelines. That could mean avoiding treatments for at least seven days from the first day of suspicious symptoms if you live alone, or for 14+ days if you live with other people. It also means not booking after travelling to any countries that require self-isolation on return.
Just use in-app chat to let our Customer Support team know and we’ll apply our Covid-19 cancellation policy which means you won’t be charged for cancelling up until two hours before your booking.
Once you’ve booked, you can direct message your pro through the Urban app at any time. You can send them any last-minute queries, or just use it to introduce yourself and reassure them you’re following all the safety guidelines.
We wouldn’t be here without your ongoing support and trust in our processes and people. We’re so grateful.
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