Frequently Asked Questions

Booking on Urbance takes under 3 minutes. Click Get Instant Quote from any page, enter your address, choose your service type and size, pick a date and time, then confirm your booking with a payment method. You'll receive a confirmation email immediately.

Yes. Log in to your account, go to My Bookings, find the booking you want to change, and click Reschedule. You can reschedule up to 24 hours before your appointment at no charge. Rescheduling within 24 hours may incur a late-change fee.

You can cancel free of charge up to 24 hours before your scheduled appointment. Cancellations within 24 hours of the appointment may result in a cancellation fee of up to 50% of the booking value. Same-day cancellations (within 2 hours of the appointment) are charged at the full rate. See our Terms of Service for full details.

After your first booking, you can mark a provider as a favourite and request them for future appointments. Availability is not guaranteed, but Urbance will do its best to match you with your preferred provider. If they are unavailable, an equally qualified provider will be assigned.

If your provider is more than 15 minutes late, you will receive an in-app notification with an updated ETA. If they cannot make it at all, Urbance will contact you immediately to either reassign another provider or reschedule at no extra charge. You will never be charged for a missed appointment.

Your card is authorized at the time of booking to confirm your appointment, but you are not charged until after the service is completed. Once your provider marks the job as done, the payment is processed within 24 hours.

Urbance accepts all major credit and debit cards (Visa, Mastercard, American Express, Discover) through Stripe's secure payment infrastructure. We do not accept cash, cheques, or e-transfers for bookings made through the platform.

No. The price you see in your quote is the price you pay. Applicable taxes (GST/PST) are included and clearly shown before you confirm. There are no platform fees, service charges, or tips added at checkout.

If you are not satisfied with your service, contact us within 24 hours via our contact page or through your account. We will review the issue and, if warranted, issue a full or partial refund to your original payment method. Refunds typically process within 3–5 business days.

Urbance currently offers four primary service categories: Cleaning (standard, deep, move-in/move-out, recurring), Handyman (repairs, installations, assembly), Moving (local and long-distance), and Junk Removal. More service categories are being added — follow us or check back soon.

Urbance currently serves the Greater Vancouver area, including Vancouver, Burnaby, Surrey, Richmond, Coquitlam, North Vancouver, West Vancouver, Langley, and Abbotsford. We are actively expanding to more cities across British Columbia. Check our Service Areas page for the latest coverage.

For cleaning services, your provider brings all necessary supplies and equipment. For handyman services, the provider brings their tools — but materials and hardware are not included in the hourly rate and will be quoted separately if needed. For moving, the provider brings packing blankets and a truck; boxes are available as an add-on.

Yes. Cleaning services have a minimum booking of a studio/bachelor clean. Handyman services have a 1-hour minimum ($75). Moving services have a 2-hour minimum ($260 for a 2-man crew). Junk removal has a minimum of a small load ($99). These minimums ensure providers are fairly compensated for their time and travel.

Yes. Every provider on Urbance goes through a multi-step verification process that includes identity verification, criminal background checks, reference checks, insurance verification, and a skills assessment. Providers are re-evaluated annually and any provider who falls below our standards is removed from the platform. Learn more on our Safety page.

Contact us within 24 hours of your service with details and, if possible, photos. We take quality seriously. Depending on the situation, we will arrange a free redo, send a different provider, or issue a full or partial refund. Your satisfaction is guaranteed.

No. Providers are independent contractors who operate their own businesses and offer services through the Urbance platform. This allows them flexibility and allows Urbance to offer a broad range of services. See our Terms of Service and Provider Agreement for details on the relationship.

Visit pros.urbance.ca to apply. You'll create a provider profile, submit your credentials and insurance documents, pass our background check, and go through a brief onboarding. The entire process typically takes 3–5 business days. Once approved, you can start accepting jobs immediately.

You can get an instant quote without an account. However, to confirm a booking, you will need to create a free Urbance account. This lets you manage bookings, view history, save your address, and contact your provider.

On the login page, click Forgot Password and enter your email address. You'll receive a reset link within a few minutes. Check your spam folder if you don't see it. If you continue to have trouble, contact support.

Log in and go to Account Settings. From there you can update your name, email address, phone number, and saved addresses. Changes take effect immediately. If you need to change the email on a confirmed booking, contact support.

Go to Account Settings → Privacy → Delete Account. Account deletion is permanent and removes your profile, booking history, and saved payment methods. Outstanding bookings must be completed or cancelled before deletion. If you have any issues, contact us. See our Privacy Policy for data retention details.