Issues with services

  • I need to cancel or reschedule

    At UrbanYou we understand that unexpected things happen. If you need to make a change to the booking details, simply call 1300 048 566 or email us at

    • You can cancel or reschedule with  full refund  right up until 24 hours before your booking is scheduled to begin.
    • Short Notice Cancellation Fee – within 24-hours of your booking, the full service fee will be charged.
    • Missed Appointment Fee – if a Service Pro arrives for a scheduled booking, but they’re unable to gain entry or get started, the full service fee will be charged.UrbanYou passes these fees onto your Service Pro to help cover their travel costs and loss of job.
  • My pro left early

    Did you give your professional permission to leave? If that’s the case, you can adjust the hours by contacting our Customer Happiness team and explaining the situation to them. Note that our bookings are subject to a two-hour minimum.

    If the pro left without your permission, please contact the Customer Experience team to let us know so we can refund you.

  • My pro hasn’t arrived

    We’re here to help! Please call 1300 048 566 or email . Urgent issues like these are monitored 24/7.

  • My pro needs more time to complete the service

    At UrbanYou we’re pretty good at estimating the number of hours that your job requires. However, every home and every job is different, so your professional may need more time than you originally booked for. If this happens and you are happy with the professional spending more time at your home, please contact us  to update the booking. We will never charge you more than the amount outlined in your booking confirmation without your consent.

  • I wasn’t happy with the service

    If you’re not happy, we’re not happy.

    We’re sorry to hear that your professional’s service didn’t live up to your expectations. We set high standards, and all of the professionals on our platform are expected to provide quality service. Please be sure to rate your professional, so that we can review their ongoing inclusion in the UrbanYou network. If you’d like, you can also reach out to our Customer Happiness team to explain the issue in detail.

  • My property manager won't release my Bond. What can I do?

    UrbanYou offers total confidence with our team of specialist  End of Lease cleaners . With our Bond Back Guarantee, if your property manager isn’t satisfied with any of the cleaning performed by our teams, simply notify us within 72-hours of service completion and we’ll arrange for the cleaners to return free of charge to re-clean those areas. To be eligible for a Bond Back Guarantee, you must accept and pay for the full number of hours recommended by your Service Pro to complete the Checklist .

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