Urban Culture - Terms of Use - V01 - August 2023

Thank you for choosing Urban Culture, a great place to book a professional service in your home, hotel.

These terms and conditions of service together with any terms and policies referred to in them (Our Terms) constitute a legally binding agreement between you and Urban Culture (“Urban”, “Urban Culture”, “we”, “us” or “our”).


Our Terms govern your use of our website (“Our Site”) and also our App (“Our App”) and the Services. By using Our Site, Our App or the Services, you agree to comply with Our Terms.

Please read Our Terms carefully and thoroughly. If you do not accept Our Terms, you must not make a booking through Urban Culture for any Professional Service or purchase any Products through Urban Culture.


In order to provide the Services, we may collect personal data from you. Before making a booking or purchase through us, please read our privacy policy available here (Our Privacy Policy).


You hereby represent and warrant that you are at least eighteen (18) years of age or above and are fully able and competent to understand and agree the terms, conditions, obligations, affirmations, representations, and warranties set forth in these Terms.

Compliance with Laws. You are in compliance with all laws and regulations in the country in which you live when you access and use the Services. You agree to use the Services only in compliance with these Terms and applicable law, and in a manner that does not violate our legal rights or those of any third party(ies).


Urban Culture provides a booking and purchase service (the Services). The Services allow you to book a range of Professional services (Professional Services) that are performed in each and every case by independent self-employed professionals (Independent Professionals), and to purchase related goods (“Products”) that are provided in each and every case by independent retailers (“Retailers”). In providing the Services, Urban Culture acts as the agent of the Independent professionals and / or Retailers. Urban Culture has no responsibility for any Professional Services or Products which you book or purchase through us: we are simply involved with the booking and / or purchase process, as well as providing ancillary services (including an online booking service) as explained below.

The Services we offer allow you to search through Our Site and purchase Professional Services and / or Products from a number of Independent professionals and / or Retailers. In enabling you to purchase Professional Services and / or Products through Our Site, we are acting as the commercial agent of those Independent professionals and / or Retailers. As part of the Services, we also provide some ancillary services such as assisting with customer service issues (again in our capacity as agent for the Independent professionals and / or Retailers).

However, as stated above, the contract for the purchase of the Professional Services and / or the Products is between you and the Independent professional and / or the Retailer. This means that it is the Independent professional or Retailer (not us) who is legally responsible for providing the Professional Service and / or Product to you. However, Urban Culture remains responsible in respect of its obligations to you in accordance with Our Terms which shall be legally binding. If you have any questions, complaints or requests for refunds, we can be contacted directly at [email protected] or via online chat. Urban Culture Culture will remain the point of contact for you for customer service questions.

Urban Culture Culture shall, if requested, provide intermediary services between you and an Independent professional and / or Retailer in connection with customer service or dispute resolution matters.


PROFESSIONAL SERVICES When booked through us, the Professional Service you receive will be subject to the Independent professional's terms and conditions (Independent professional's Terms). You will be provided with and asked to confirm your acceptance of the Independent professional's Terms when making a booking through us. Urban Culture is not a party to the Independent professional's Terms: these terms will solely be between you and the Independent professional who provides you with your Professional Service.


You can make a booking through Our Site or through Our App by choosing an Independent professional.

You may only make a booking up to one months in advance.

Your payment details will be requested at the time of booking and payment will be collected when you make a booking.

We are appointed by Independent professionals to conclude bookings on their behalf as their commercial agent. Once your booking is accepted by us on behalf of the and the Independent professional, you will receive confirmation of your appointment from us by app notification.

By making a booking, you are responsible for:

Full payment of the applicable Treatment Fee; Ensuring the Independent professional has access to your Designated Premises which must, in all cases, represent a suitable space in which the Professional Service can be performed, with all appropriate facilities (including adequate lighting and heating); and Ensuring the health and safety of the Independent professional whilst at your Designated Premises. PAYMENT All Treatment Fees and / or Product Fees are payable through Our Site, Our App or over the telephone. We collect or arrange collection of payment of Treatment Fees on behalf of the Independent professional, and of Product Fees on behalf of the Retailer. In each case, our receipt of your payment as agent for the Retailer or Independent professional discharges your debt to that Retailer or Independent professional for the amount paid.

We will do all that we reasonably can to ensure that all of the information you give us when paying for the Professional Service and / or Product(s) is secure by using an encrypted secure payment mechanism. However, in the absence of negligence on the part of Urban Culture, we will not be legally responsible to you for any loss that you may suffer if a third party gains unauthorised access to any information that you may give us at any time.

All payments by credit card or debit card need to be authorised by the relevant card issuer. We may also need to use extra security steps via Verified by Visa where applicable.

By making a booking or purchase you agree to provide complete, correct and true information including without limitation billing and payment information.


All Urban Culture vouchers and credits expire within 12 months of issue date unless they are part of a promotion for which a specific expiration date was specified in writing.

All vouchers and credits are non-refundable or exchangeable for any currency or cash.

In the case of any voucher or credit that has been issued free of charge i.e. no purchase was required, then Urban Culture reserves the right to void the credit or voucher in part or in full at any point, for any reason and without notice.


All fees and charges are inclusive of GST where applicable or unless specified otherwise.


The price of Professional Services varies according to the type and duration of the Professional Service you book and also the location of the premises you have designated for the Professional Service to be provided to you by the Independent professional (“Designated Premises”). Treatment Prices are set from time to time and the Treatment Price you will be required to pay for a specific Professional Service will be determined by reference to the Treatment Prices in force at the date when that Professional Service is booked.

Full details of Treatment Prices are set out in Our Site and Our App. Treatment Prices are liable to change at any time and according to fluctuations in demand across the platform, but changes will not affect any booking which you have already made.



You acknowledge that you do not have any statutory right to cancel a booking made for a Professional Service. However, you have a contractual entitlement to cancel any booking you have made with an Independent professional through us in the following circumstances and on the described terms.

Subject to the cancellation being a Late or Very Late Cancellation (as described below), if you change your mind about your booking prior to the agreed appointment start time in that booking (“Appointment Time”) then the Independent professional will be willing to treat your booking as cancelled (without requiring payment of all or any part of the applicable Treatment Fee and without levying any cancellation fee) if you cancel your booking via Our Site or Our App or via the online chat booking service (on urbanculture.me or in the Urban Culture app):

at least twenty-four (24) hours prior to the Appointment Time; or
if the Appointment Time falls within twenty-four (24) hours of the time of booking, within ten (10) minutes of you having confirmed that you want to make a booking (“Grace Period”).
If your cancellation of a booking is:

within twenty-four (24) hours of the Appointment Time; or
after the Grace Period has elapsed,
then unless the cancellation represents a Very Late Cancellation (as described below), we will be entitled to retain (or charge, as the case may be) thirty per cent (30%) of the applicable Treatment Fee because your cancellation represents a Late Cancellation.

However, if your cancellation of a booking is within two (2) hours of the Appointment Time and if applicable, the Grace Period has elapsed, the Independent professional will be entitled to retain (or charge, as the case may be) one hundred per cent (100%) of the applicable Treatment Fee because your cancellation represents a Very Late Cancellation.

You will also be charged the full Treatment Fee if you:

Cancel a booking other than as permitted above;
Attempt to cancel a booking on or
after the Appointment Time; or Fail to attend a booking at the Appointment Time and/or at the Designated Premises.
Fail to provide accurate information for your Independent professional to attend the Designated Premises Fail to provide accurate and complete contact details or personal information such as but not limited to full name phone number and address
Book a treatment that cannot be performed because you meet one of the contraindications that are mentioned on the treatment description page on our App or Website
A cancellation fee is charged in order to compensate the Independent professional because it is not reasonable to expect the Independent professional to be able to provide a Professional Service at another booking where you cancel with short or no notice.

Cancellation fees may in our absolute discretion be waived where you have been unable to cancel a booking without incurring the cancellation fee for genuine reasons which were outside of your control. Where cancellation fees are waived by us, we act as agent of the Independent professional who is the principal in supplying the Professional Service.


If you wish to extend the time you have booked a Professional Service, the Independent professional will endeavour to fulfil your request. This is subject to the availability of the Independent professional and payment of an additional charge for the extended time calculated in accordance with the Treatment Prices (each an “Extra Time Charge” and collectively, “Extra Time Charges”).

If you are delayed and unable to start the Professional Service at the Designated Premises at the Appointment Time by more than 10 minutes then, unless the Independent professional agrees to the contrary (which is within the sole discretion of the Independent professional):

the Independent professional is entitled to end the Professional Service at the time agreed when the booking was made without making any adjustment to the Treatment Price to reflect the reduced time of the Professional Service; or if you and the Independent professional agree to proceed with the Professional Service for the full time allotted notwithstanding the delayed start time, then you shall be obliged to pay before the relevant Professional Service is given, an additional charge calculated at the rate set out with the Treatment Prices for extra time. We will collect the Extra Time Charges as agent of the Independent professional.


We may from time to time create and offer promotional codes and referral codes (together “Codes”) that can be redeemed against purchases of Professional Services or Products. Codes will only be valid for a period of time stated on or with them.

Codes do not have any cash value. User eligible to use Wallet balance upto 20% on every order. t&c.

In addition, from time to time we may issue referral codes to allow you to refer friends and family to the Services, and which may reduce the Treatment Fee and / or Product Fee (“Referral Codes”). Referral Codes will be limited to 25 referrals per user. If you wish to continue using the Referral Code for more than 25 referrals, please email [email protected] and we may (but are not obliged to) extend the use of the relevant Referral Code.

Discounts cannot be used in conjunction with any other offers or discounts. Urban Culture reserves the right to change, suspend, terminate or discontinue promo code / referral offers from time to time and from your account for any reason including but not limited to violation of our program.


URBAN CULTURE, the Urban Culture logo, brand and all other intellectual property rights, trademarks, service marks, graphics and logos used in connection with the Site, App or the Services (whether registered or unregistered) belong to us or our licensors (as are applicable) and are protected by intellectual property law. Nothing in Our Terms grants you any rights in the Site, App or Services or the content within the same. All rights are reserved.


Content on Our Site and Our App which is made available as part of the Services is provided for your general information purposes only. Nothing contained on Our Site, Our App or communicated any other way as part of the Services constitutes, or is meant to constitute, advice, opinion or guidance of any kind. We are not a health care provider nor do we provide medical advice or medical treatment. References in Our Site, Our App and elsewhere to “treatment” and “therapy” or any similar terms do not refer to medical treatment or medical therapy. The information presented on Our Site, Our App and otherwise as part of the Services is not intended to diagnose health problems or to take the place of professional medical care. Should you have a medical issue you should always consult with a qualified medical professional.


We may modify Our Terms or terminate use of the Services at any time by giving notice to you. If you do not agree to any changes, you must stop using the Services. We may also change, suspend, terminate or discontinue any aspect of the Services including availability of certain features at any time for any reason.


If any provision of Our Terms is deemed or becomes invalid, the validity of the other provisions shall not be affected.


You agree that Our Terms for all purposes, shall be governed by and construed in accordance with English and Welsh law. You also agree to submit to the exclusive jurisdiction of the English courts as regards any claim or matter arising under Our Terms.

Please email [email protected] for any other enquiries.