Can I extend my massage appointment once it has started?
Your therapist will do their best to accommodate your needs, but they may have another appointment scheduled. If they are able to extend your session (at their discretion) we will charge the additional amount to the card provided, at a rate of £25 per 30 minutes.
How can I pay for my treatment?
You must pay in full at the time of booking, and we accept all major credit cards (Visa, Mastercard, American Express), PayPal and Apple Pay. If you book your treatment through our website you will be asked to enter payment details before you confirm your appointment. If you book through the Urban app you can enter your details on the ‘Wallet’ page once you have created an account.
Should I tip my wellness therapist?
Tips are not included in the price of a treatment. If you enjoyed your experience you are welcome to tip, but there is absolutely no obligation.
How do I use an Urban promotional code?
If you are booking through our website, click ‘Enter a promo code’ at checkout. If you are booking through the app, you will receive a ‘Got a code?’ prompt before you confirm your booking. For more information on promo codes, please check the ‘Promo Codes and Referrals’ section on our T&Cs.
Why would I select one therapist for two people?
During a couple’s massage, both of you receive treatment at the same time from two different therapists. If there are two people in your household but you don’t have space for two tables, or prefer to have a massage on your own, the same therapist can still treat you both one at a time. Select ‘1 Therapist for 2 People’ above to view prices for this option.
What happens if I cancel my treatment?
We understand that schedules can be unpredictable, and will fully refund any appointment cancelled with more than 24 hours notice.
Refund amount to you
Notice period24 hours or more
Refund amount to you100%
Notice periodUp to 2 hours before treatment
Refund amount to you70%
Notice periodWithin 2 hours
Refund amount to you0%
Should you make a mistake in your booking, you have a 10 minute grace period after submitting your booking where you can cancel or amend without any charge. To qualify, you must call the customer service team.
Please note that any amendments / change of time is subject to the same appointment cancellation policy as above.
What is included in the cost of the massage?
Your therapist will bring the table and oils (when necessary), but you will need to provide at least two towels.