Safety & Trust First

Safety Guidelines for Customers

Follow these best practices to ensure a safe, smooth service experience:

Before the Service

• Review the professional's profile: Check ratings, reviews, and credentials before booking.
• Confirm service details: Ensure the scope, pricing, and timeline are clear in your booking.
• Communicate through Urbance: Use our platform messaging to keep a record of all communications.
• Prepare your space: Clear work areas, secure pets, and ensure safe access.
• Notify others: Let household members know a professional is scheduled to arrive.

During the Service

• Verify identity: Confirm the professional's identity matches their Urbance profile when they arrive.
• Stay accessible: Be available to answer questions or address concerns during the service.
• Trust your instincts: If something feels wrong, stop the service and contact Urbance support immediately.
• Supervise as needed: Stay nearby for services in sensitive areas of your home.
• Document concerns: Take photos or notes if issues arise during the service.

After the Service

• Inspect the work: Review completed work before the professional leaves.
• Report issues promptly: Contact support within 24 hours if problems arise.
• Leave a review: Help others by sharing your honest experience.
• Secure your home: Lock doors and windows after the professional departs.

Safety Guidelines for Professionals

Professionals on Urbance are expected to maintain the highest safety and professionalism standards:

Professional Conduct

• Arrive on time: Be punctual and communicate any delays immediately.
• Dress professionally: Wear appropriate work attire and safety gear.
• Respect customer property: Treat homes with care; use drop cloths, remove shoes when asked.
• Maintain boundaries: Focus on the work; avoid personal conversations or requests.
• Communicate clearly: Explain work steps, answer questions, and flag any issues.

Safety Protocols

• Use proper equipment: Bring appropriate, well-maintained tools and safety gear.
• Follow regulations: Comply with all WorkSafeBC and trade-specific safety requirements.
• Assess hazards: Identify and communicate potential safety concerns before starting work.
• Keep areas clean: Clean up as you work and leave the space tidy.
• Report incidents: Immediately report any accidents, injuries, or damage to Urbance and the customer.

Customer Interactions

• Be courteous: Greet customers professionally and treat them with respect.
• Respect privacy: Don't explore areas of the home not related to your work.
• Handle complaints calmly: If issues arise, stay professional and involve Urbance support if needed.
• No solicitation: Do not request payment outside Urbance or solicit future direct bookings.

Incident Reporting & Response

Urbance takes all safety concerns seriously. Here's how we handle incidents:

How to Report an Incident

If you experience a safety issue, unprofessional behavior, property damage, or any other concern:

• Contact us immediately: Email support@urbance.com with "URGENT" in the subject line, or use the chat/call feature on our site.
• Provide details: Include your booking ID, date/time, description of the issue, and any supporting photos or documentation.
• For emergencies: If there is immediate danger, contact emergency services (911) first, then notify Urbance.

Our Response Process

1. Immediate acknowledgment: We respond to incident reports within 1 hour during business hours, 4 hours maximum.
2. Investigation: Our safety team reviews the report, contacts all parties, and gathers evidence.
3. Action: Depending on severity, we may suspend the professional, issue warnings, or provide additional training.
4. Resolution: We work with you to resolve the issue, which may include refunds, rebooking, or other remedies.
5. Follow-up: We keep you updated throughout the process and close the loop once resolved.

What Happens to Professionals Who Violate Safety Standards

Urbance has a zero-tolerance policy for serious safety violations. Depending on the nature and severity:

• Minor issues: Warning, retraining, or probationary status.
• Moderate issues: Temporary suspension pending review.
• Serious violations: Immediate and permanent removal from the platform.
• Criminal behavior: Reported to authorities; permanent ban.

Data & Privacy Protection

Your personal information is protected with industry-standard security measures:

• Secure data storage: All customer and professional data is encrypted and stored securely.
• Limited sharing: We only share information necessary to complete services (e.g., service address with assigned professional).
• PIPEDA compliance: We follow Canadian privacy laws and best practices for data handling.
• Payment security: All payments are processed through secure, PCI-compliant processors. We never store full credit card details.
• Control your data: You can access, update, or delete your personal information at any time by contacting support.

For full details, see our Privacy Policy.