Provider Policies & Guidelines

Standards, best practices, and policies for Urbance professionals

Professional Standards

• Arrive on time for all scheduled appointments
• Communicate clearly and professionally with customers
• Complete work to the highest quality standards
• Use professional-grade tools and equipment
• Dress appropriately for your service category
• Respect customer property and privacy

Cancellation Policy

Provider-Initiated Cancellations

• Must provide 24+ hours notice when possible
• Excessive cancellations may impact account standing
• Emergency cancellations should be communicated immediately

Customer-Initiated Cancellations

• 24+ hours: Full refund to customer, no compensation
• 2-24 hours: 50% cancellation fee to provider
• Less than 2 hours: 75% cancellation fee to provider
• No-show: Full payment to provider

Safety Protocols

• Follow all safety regulations for your trade
• Use proper protective equipment
• Report any safety hazards immediately
• Maintain valid licenses and certifications
• Carry required insurance coverage

Customer Communication

• Respond to booking requests within 2 hours
• Confirm appointment 24 hours in advance
• Notify customer if running late (15+ minutes)
• Keep all communication professional and courteous
• Use in-app messaging for documentation

Quality Standards

• Maintain minimum 4.0-star average rating
• Complete jobs according to description and agreement
• Address customer concerns promptly and professionally
• Take before/after photos when applicable
• Clean up work area upon completion

Pricing & Estimates

• Provide accurate time and cost estimates
• Communicate any price changes before starting work
• No hidden fees or surprise charges
• Honor quoted prices for agreed scope of work

Account Deactivation

Accounts may be deactivated for:

• Repeated cancellations or no-shows
• Ratings below 4.0 average
• Customer complaints or policy violations
• Fraudulent activity
• Safety violations
• Inappropriate conduct

Dispute Resolution

• Report disputes within 48 hours of job completion
• Provide photos and documentation
• Cooperate with support team investigation
• Urbance mediates fairly based on evidence

Insurance Requirements

• General liability insurance (minimum $1M coverage)
• Can obtain through Urbance partner insurers
• Proof of insurance required before activation
• Coverage must remain active while working