Last Updated: January 19, 2026
Our Community Values
Urbance is built on trust, respect, and professionalism. These Community Guidelines apply to all customers, service professionals, and anyone interacting with the Urbance platform. By using Urbance, you agree to uphold these standards.
For Customers: Expected Conduct
Respect & Professionalism
- Treat professionals with respect: Speak courteously, be patient, and recognize that professionals are skilled tradespeople deserving of dignity.
- Provide accurate information: Give honest details about your service needs, property conditions, and any relevant safety concerns.
- Be present and available: Ensure someone is home to provide access and answer questions during the service.
- Prepare your space: Clear work areas, secure pets, and create a safe environment for professionals to work.
Communication
- Communicate through Urbance: Use our platform messaging for all booking-related communications to ensure accountability.
- Respond promptly: Reply to professional messages in a reasonable time, especially for time-sensitive matters.
- Be clear about expectations: Clearly describe what you need and ask questions if anything is unclear.
Safety & Access
- Provide safe working conditions: Ensure the work area is free of hazards. Disclose any known dangers (e.g., asbestos, mold, aggressive pets).
- Respect professional boundaries: Do not ask professionals to perform work outside the scope of the booking or work "off-platform."
- Do not record without permission: While you may take photos of your property, do not record audio or video of professionals without their consent.
Payment & Pricing
- Honor the agreed price: Pay the price confirmed in your booking unless additional work is mutually agreed upon.
- Do not request cash or off-platform payment: All payments must go through Urbance for your protection and theirs.
- Tip fairly (optional): Tips are not required but are appreciated for exceptional service.
Prohibited Conduct for Customers
The following behaviors are strictly prohibited and may result in account suspension or termination:
- Harassment, discrimination, or abusive language toward professionals
- Making unwanted romantic or sexual advances
- Requesting illegal services or asking professionals to violate regulations
- Falsely claiming work was not completed or of poor quality to obtain refunds
- Attempting to contact professionals outside the platform to avoid fees
- Threatening, intimidating, or retaliating against professionals
- Providing false or misleading information during booking
For Professionals: Expected Conduct
Professionalism & Quality
- Arrive on time: Be punctual. If delays occur, notify the customer and Urbance immediately.
- Dress appropriately: Wear clean, professional work attire and safety gear as required.
- Deliver quality work: Complete services to industry standards and honor the scope agreed upon in the booking.
- Clean up after yourself: Leave the customer's space as clean or cleaner than you found it.
Customer Interaction
- Be respectful and courteous: Greet customers professionally, listen to their needs, and communicate clearly.
- Respect privacy: Only enter areas of the home necessary for your work. Do not snoop, touch personal items, or use customer facilities without permission.
- Maintain boundaries: Keep interactions professional. Do not make personal comments, ask invasive questions, or engage in inappropriate behavior.
- Handle complaints calmly: If a customer raises concerns, stay professional and work toward a resolution. Escalate to Urbance support if needed.
Safety & Compliance
- Follow safety regulations: Comply with WorkSafeBC, building codes, and trade-specific safety standards.
- Use proper equipment: Bring appropriate, well-maintained tools and materials for the job.
- Disclose additional work needs: If you discover issues beyond the original scope, inform the customer immediately and provide a separate quote. Do not proceed without approval.
- Maintain insurance and licenses: Keep required insurance, certifications, and licenses current.
Platform Rules
- Accept bookings you can fulfill: Only accept jobs you're qualified and available to complete.
- Honor pricing: Charge the price agreed upon in the booking. Do not demand additional payment for work within the original scope.
- Do not solicit off-platform work: Do not ask customers to book future services directly outside Urbance.
- Respond to messages promptly: Reply to customer and Urbance communications within 24 hours.
Prohibited Conduct for Professionals
The following behaviors are strictly prohibited and may result in removal from the platform:
- Harassment, discrimination, or disrespectful behavior toward customers
- Making unwanted romantic or sexual advances
- Theft, damage to property, or dishonesty
- Performing work under the influence of drugs or alcohol
- Falsifying credentials, insurance, or licensing information
- Threatening, intimidating, or retaliating against customers
- Attempting to collect payment outside the Urbance platform
- Deliberately performing substandard work
- Violating safety regulations or creating hazardous conditions
Reviews & Ratings
Honest reviews help maintain quality and trust on Urbance. All users should:
- Leave honest, constructive reviews: Share your genuine experience, both positive and negative, in a respectful manner.
- Do not manipulate reviews: Fake reviews, review swapping, or pressuring users to change reviews is prohibited.
- Avoid personal attacks: Focus on the service quality and behavior, not personal characteristics.
- Respond professionally: Professionals may respond to reviews, but must remain respectful and professional in their replies.
Dispute Resolution
If conflicts arise between customers and professionals:
- Communicate directly first: Many issues can be resolved through calm, respectful conversation.
- Contact Urbance support: If direct resolution fails, reach out to support@urbance.com with details and evidence (photos, messages, etc.).
- Investigation: Urbance will review the situation, contact both parties, and work toward a fair resolution.
- Resolution options: Depending on the issue, resolutions may include rework, partial refunds, full refunds, warnings, or account actions.
- Escalation: Serious violations (safety issues, harassment, theft) may result in immediate account suspension and, if necessary, law enforcement involvement.
Enforcement
Urbance reserves the right to enforce these Community Guidelines through:
- Warnings: For minor or first-time violations.
- Temporary suspension: For repeated or moderate violations.
- Permanent removal: For serious violations, including harassment, discrimination, safety violations, or fraud.
- Legal action: For criminal behavior, we cooperate with law enforcement.
Enforcement decisions are made at Urbance's discretion based on the severity and context of the violation.
Remember: Urbance is a community built on mutual respect and trust. By treating each other with professionalism and kindness, we create a marketplace that works for everyone.
Reporting Violations
If you witness or experience conduct that violates these guidelines:
- 📧 Email: support@urbance.com with "Community Violation" in the subject
- 💬 Chat: Use the Urbie chat widget on our website
- 📞 Call: Use the Urbie voice call feature for urgent safety concerns
For immediate safety threats, contact emergency services (911) first, then notify Urbance.
Updates to Guidelines
Urbance may update these Community Guidelines as needed to reflect platform changes or evolving standards. Updates will be posted on this page with a new "Last Updated" date. Continued use of Urbance constitutes acceptance of updated guidelines.
Thank you for being part of the Urbance community. Together, we're building a marketplace based on trust, quality, and respect.