Legal

Provider Agreement

Last Updated: January 2025

Introduction

This Provider Agreement ("Agreement") governs the relationship between independent service professionals ("Providers") and Urbance. By registering as a Provider on our platform, you agree to be bound by these terms.

Status of Providers

All Providers on Urbance are independent contractors, not employees. This means:

  • You maintain complete control over when and how you work
  • You are responsible for your own taxes and benefits
  • You set your own service rates (within platform guidelines)
  • You are responsible for obtaining required licenses and insurance

Registration Requirements

To be a Provider on Urbance, you must:

  • Be at least 19 years old
  • Pass a comprehensive background check
  • Provide proof of required licenses and certifications
  • Maintain valid liability insurance
  • Provide references from recent clients or employers
  • Maintain a professional rating of 4.5 stars or higher

Service Obligations

When you accept a booking, you agree to:

  • Arrive on time or notify the customer immediately of delays
  • Provide the service as described and quoted
  • Conduct yourself professionally and respectfully
  • Clean up after yourself and leave the property in good condition
  • Provide a receipt or invoice for services rendered
  • Address customer concerns during or immediately after service

Cancellation Policy

Providers must adhere to our cancellation policy:

  • Cancellations made 48+ hours in advance: no penalty
  • Cancellations made 24-48 hours in advance: 25% penalty
  • Cancellations made within 24 hours: 50% penalty
  • No-shows without notice: account suspension and full refund to customer
  • More than 2 cancellations per month may result in account deactivation

Insurance Requirements

All Providers must maintain:

  • General liability insurance with minimum $2 million coverage
  • Professional indemnity insurance where applicable
  • Current proof of insurance on file with Urbance
  • Immediate notification if coverage lapses

Payment & Commissions

Payment terms for Providers:

  • Urbance retains 20% commission on all bookings
  • Providers receive payment 5-7 business days after service completion
  • Payments made via direct deposit to verified bank account
  • Disputed payments must be reported within 30 days
  • Providers are responsible for all taxes on earnings

Quality & Rating Standards

To maintain Provider status, you must:

  • Maintain a customer rating of 4.5 stars minimum
  • Respond to all customer inquiries within 24 hours
  • Maintain response rate of 95% or higher
  • Complete 95% of confirmed bookings
  • Actively address negative reviews and customer concerns

Conduct & Compliance

Providers agree to:

  • Follow all federal, provincial, and local laws and regulations
  • Obtain and maintain all required licenses and permits
  • Comply with WorkSafeBC requirements and safety standards
  • Respect customer privacy and property
  • Not discriminate based on protected characteristics
  • Not engage in harassment or inappropriate conduct

Intellectual Property

All materials you create while working through Urbance remain your property. However, you grant Urbance a non-exclusive license to use:

  • Photos of your work (with customer consent) for marketing
  • Reviews and ratings you receive
  • Your profile information

Suspension & Termination

Urbance may suspend or terminate your account for:

  • Failure to maintain required licenses or insurance
  • Consistent failure to meet quality standards
  • Violations of this Agreement or platform policies
  • Customer complaints of misconduct
  • Criminal activity or safety violations
  • Non-compliance with legal requirements

Dispute Resolution

For disputes between Providers and Urbance or customers:

  • Report issues within 30 days of service
  • Urbance will investigate and make determination
  • You have the right to respond to allegations
  • Unresolved disputes may proceed to legal action

Governing Law

This Agreement is governed by the laws of British Columbia, Canada, without regard to conflict of law principles.

Contact

For questions about this Provider Agreement, please contact us at hello@urbance.ca or through our contact page.