Disputes/Complaints?

UrbanCare can track the log from the backend, the time pro start the service and the time they left. We do our best to estimate the length of job accuracy but there are often things which we can't account for. Please note our house cleaning booking is subject to two hours minimum, babysitter two hours minimum and caregiver three hours minimum. If you think required more duration, you can always go to your customer portal and can extend the hours.

We take customer complaints seriously so please contact us if something is not to your satisfaction and we’ll work to make it right. You can Contact Us - Urban Care (https://urbancare.co.nz/contact-us/) with photos no later than 24 hours after the service has been completed.

It’s always frustrating when someone is late or reschedules a job. The first step is to get in touch with the Pro by chat to see what the cause is. Most Pros will do their best to be punctual, so it could be a situation out of their hands. If a Pro doesn’t communicate or doesn’t show up, and you’re unable to resolve this with them, then we will find you another Pro. And you can leave a review on their profile about your experience, which will impact their rating. Pros with a low rating risk b...