Provider Guidelines

Respectful Communication

• Greet customers professionally and introduce yourself clearly
• Use courteous, clear language in all communications — verbal and written
• Never use offensive, aggressive, or disrespectful language or tone
• Listen actively to customer instructions and concerns without interrupting
• Resolve disagreements calmly; escalate to Urbance support if needed

Punctuality

• Arrive within the confirmed booking window — on time means on time
• Notify the customer and Urbance immediately if you anticipate any delay
• Repeated lateness without prior notice may affect your booking visibility
• If you are more than 15 minutes late, proactively offer options to the customer

Dress & Appearance

• Wear clean, professional work attire appropriate to your trade
• Wear required personal protective equipment (PPE) for your service type
• Present a clean, tidy appearance — first impressions matter to customers
• Avoid strong fragrances or scents that may affect customers or their property

Zero Tolerance Policies

• No harassment: Any form of harassment — verbal, physical, or sexual — results in immediate removal
• No discrimination: Treat all customers equally regardless of race, gender, religion, sexual orientation, disability, or national origin
• No intoxication: Never arrive at or perform a service while under the influence of alcohol or drugs
• No theft: Taking or damaging customer property is grounds for immediate termination and potential criminal prosecution
• No recording: Do not record customers, their property, or private conversations without explicit consent

Scope Compliance

• Complete only the work explicitly described in the confirmed booking
• Do not start work outside the agreed scope without written approval and an updated quote
• If additional issues are discovered, inform the customer immediately — do not proceed without authorization
• Never perform work that exceeds your qualifications, licensing, or trade credentials

Completion Expectations

• Deliver work to the standard a reasonable customer would expect for the price paid
• Do not leave a job incomplete without prior customer agreement and a rescheduled return date
• Mark bookings as complete only after work is fully finished and customer has confirmed satisfaction
• Maintain a minimum completion rate — habitual early departures may result in account review

Before & After Verification

• Take clear before-photos of the work area prior to starting (recommended for all jobs)
• Take clear after-photos upon completion to document the finished work
• Share completion photos with the customer via the platform when relevant to the service type
• Documentation protects you in the event of disputes

Handling Customer Property

• Treat all customer belongings, furniture, and fixtures with extreme care
• Use protective coverings, drop cloths, or floor protection as appropriate
• Report any accidental damage immediately — do not attempt to hide it
• Clean up all debris, packaging, and waste created by your work before leaving
• Return the customer's space to a clean and tidy condition

Responding to Bookings

• Acknowledge all new booking requests within 2 hours during business hours
• Only accept bookings you are fully qualified and available to complete
• Do not accept a booking you cannot fulfill — proactive declines are better than late cancellations
• Confirm booking details (time, address, scope) with the customer before the scheduled day

Updates During Service

• Notify the customer when you are en route (within 30–60 minutes of arrival)
• Communicate any unexpected findings or complications as soon as they arise
• Keep the customer informed of progress on longer or multi-phase jobs
• Confirm completion with the customer before leaving the premises

Handling Delays

• Contact the customer at least 1 hour in advance if you are going to be significantly delayed
• Provide a realistic, updated arrival time — do not guess optimistically
• If you cannot complete a job on the scheduled day, work with the customer to reschedule within 48 hours
• All communication regarding bookings must occur through the Urbance platform messaging system

On-Site Safety Protocols

• Conduct a visual safety assessment of the work area before beginning any service
• Identify and mitigate hazards before work commences — do not proceed in unsafe conditions
• Follow all WorkSafeBC regulations applicable to your trade and service category
• Ensure the work area is secured and clearly marked to prevent unauthorized access
• Do not allow customers, children, or pets in or near active hazardous work zones

Equipment Standards

• Bring all required tools, materials, and safety equipment for the booked service
• Inspect all equipment before each use — do not use defective or damaged tools
• Use trade-appropriate ladders, scaffolding, and fall protection for elevated work
• Properly store and transport all chemicals, solvents, and hazardous materials per WHMIS regulations
• Maintain and calibrate all safety-critical equipment on a regular schedule

Hazard Reporting

• Immediately stop work and notify the customer if you discover a serious safety hazard (e.g., gas leaks, structural damage, asbestos, mold)
• Report the hazard to Urbance via the platform within 1 hour of discovery
• Do not attempt remediation outside your area of expertise or licensing
• For immediate life-safety threats, call 911 first, then notify Urbance
• Document all hazards discovered with photographs where safe to do so

Provider-Initiated Cancellations

• Cancel at least 24 hours before the scheduled service start time whenever possible
• For emergency cancellations under 24 hours, contact both the customer and Urbance support immediately
• Provide a clear, honest reason for the cancellation through the platform
• Same-day cancellations (within 4 hours of service) are subject to review and potential penalties

Penalties & Account Impact

• Cancellation rate above 5% over a rolling 30-day period may trigger an account review
• Repeated same-day cancellations may result in reduced search visibility or temporary suspension
• No-shows (failing to arrive without any notice) are treated as serious violations
• More than 2 no-shows in a 90-day period may result in account deactivation

Customer Communication

• When cancelling, always personally communicate with the customer — do not rely solely on automated notifications
• Offer to help find an alternative slot or assist the customer in rebooking
• Apologize sincerely and professionally for any inconvenience caused

No Off-Platform Payments

• All payments for services booked through Urbance must be processed exclusively through the Urbance platform
• Do not request, accept, or suggest cash or direct payments from customers under any circumstances
• Do not solicit customers to book future services outside the platform — this includes direct payment apps, e-transfers, or personal invoices
• Off-platform payment requests, even if declined by the customer, are a violation and must be reported

No Price Manipulation

• Honor the price quoted and confirmed in the booking — do not demand additional payment for work within the agreed scope
• Any scope changes requiring additional charges must be documented, approved by the customer, and processed through the platform before work begins
• Do not inflate material or supply costs beyond actual cost to the customer
• Fabricating additional services not performed to increase payouts is fraud and will result in permanent removal

Platform Fee Compliance

• Platform service fees are automatically deducted from your payout per the rates in your Provider Agreement
• Do not attempt to recoup platform fees from customers directly
• All fees, deductions, and payouts are detailed in your Provider dashboard
• For fee disputes, contact support via support@urbance.ca

Insurance Requirements

• Maintain a minimum of $2,000,000 commercial general liability (CGL) insurance at all times
• Provide proof of current coverage to Urbance upon request within 48 hours
• Immediately notify Urbance if your coverage lapses, is cancelled, or drops below the minimum threshold
• WorkSafeBC coverage is mandatory for all providers performing labour in British Columbia
• Ensure your policy explicitly covers the service types listed in your Urbance profile

Licensing & Certifications

• Hold and maintain all licenses, tickets, and certifications required by law for your service category
• Trade licenses must be current and in good standing with the relevant provincial authority
• Specialty certifications (e.g., gas fitting, electrical, HVAC) must be active for any related service listings
• Do not list services for which you are not currently licensed or certified
• Upload updated copies of all credentials to your Provider dashboard within 30 days of renewal

Background Checks

• All providers must complete an initial criminal record check before their first booking is accepted
• Background checks are renewed every 24 months or upon Urbance's request
• Any criminal charges, convictions, or outstanding warrants must be disclosed to Urbance immediately
• Failure to disclose a criminal record is grounds for immediate permanent removal

Warning System

• Warnings are issued via platform notification and email with full details of the violation
• You have 7 days to respond to or dispute a warning through the formal appeals process
• Three warnings within a 12-month period will trigger an automatic account review
• Warnings are cleared from your record after 12 months with no further violations

Suspension

• During suspension, all active bookings are cancelled and affected customers are notified
• You will not receive new bookings or earn income from the platform during the suspension period
• Suspension periods are non-negotiable but may be appealed within 5 business days of issuance
• Reinstatement requires acknowledgement of the violation and completion of any required corrective actions

Permanent Removal

• Permanent removal is irreversible — removed accounts may not re-register under any identity
• Removal decisions are made by the Urbance trust and safety team, not automated systems
• You will receive written notice with a summary of the grounds for removal
• Where applicable, Urbance will cooperate with law enforcement investigations