Introducing our rewards programme

A set of ways we hope to support you, and say thanks for choosing to partner with Urban

We’ve teamed up with ONSI to give you:

• More financial security when you’re unable to work
• Perks and discounts at popular retailers, including big-name supermarkets and petrol stations
  
• Access to a self-invested pensions platform to help you plan for your future 

...so you can continue doing what you love, while we take care of the rest.

We have 2 tiers of benefits that you can access for free

As you complete more bookings and consistently add availability, you can move to the highest tier and access more protections and rewards paid for by Urban.

Time off work

Stay financially stable if you need to take time off work.

Accident & Injury Pay: Keep getting paid if you get injured.

Sick Pay: Keep getting paid if you get ill.

Compassionate Leave: Paid leave if you lose a loved one.

Disablement: Compensation in the case of disablement.

Accidental Death: Compensation in the case of accidental death.

Rewards Marketplace

Access deals, discounts and financial wellness programmes to help you do more with your money.

Deals & Discounts: Everyday savings on food, fuel, technology and more!

Self-Invested Pensions: Plan for your future by starting a pension with Wealthify.

Rewards card: Get instant cashback on purchases using the ONSI Rewards Card

Plus, you'll keep your old perks

Don’t forget, you’ll still have access to your existing Hero perks too

How does eligibility work?

We’ll look at two criteria to determine who can access the different reward tiers for free

The total number of bookings you’ve completed (including cancellations) and your average monthly availability.

Your average monthly availability will be calculated by looking at your availability over the last three months, running until the 15th of the month before your protection & rewards period

We’ll use a rolling average, which means that we’ll re-calculate every month, to make sure we’re always looking at the three most recent months.

For example: Your eligibility for April will be determined by your average availability from 16 January to 15 March, while your eligibility from May will be determined by your average availability from 16 February to 15 April.

What if you don't hit the availability criteria?

Don’t worry - as we’re calculating your availability on a rolling 3 months basis, you can add more availability for the current month to increase your rolling average and update your rewards tier for the upcoming month.

...and if you do?

You'll receive an invitation email to register with ONSI and to access your benefits via their online portal.

Check out the video below for more details (Collective Benefits have since rebranded to ONSI)

How will I know if I’m on-track to receive benefits?

We'll send an email around the 5th of each month to heroes who are on track for the Hero Protection and Benefits, and which tier you're eligible for. We'll also email heroes who are close to the rewards (within 10% of the hours availability) and let you know how many more hours you need to add to be eligible for the following month's benefits.

What happens if I'm unable to add availability with Urban because I'm claiming Time Off Work  - will I lose my benefits next month?

Periods of time that you are claiming a Time Off Work insurance (e.g. Sickness or Injury) will be excluded from the three month average used to calculate your future eligibility. For instance, if you were claiming sick pay for 2 weeks in March, when calculating your eligibility for May we hope to exclude the 2 weeks in March that you were unable to work.

How long does it take to process a claim?

The typical turn around time should be up to a week, but this can be longer if the incorrect documentation/proof is supplied. ONSI try to make this as straight forward as possible within the claims flow by stating what types of proof are accepted. 

Is Coronavirus covered under the Sick Pay?

Unfortunately coronavirus is not included in the sick pay cover.

Total Bookings

• Will be calculated based on all bookings completed with Urban in any UK city (or digitally) and for any treatment since Urban’s launch in 2014. If you have worked for Urban in multiple cities and/or offer multiple treatments, all your bookings will be considered.
• Multiple treatments completed within the same booking and longer treatments count as one booking.
• This includes cancelled bookings (by customer or therapist).
• Includes corporate bookings. One corporate session counts as one booking (regardless if multiple treatments were completed during the session).
  

Average Monthly Availability

• Will be calculated based on average availability over the three months up to the 15th of the month before the protections and rewards take effect. For example: Eligibility in May would be determined by your average availability from January 16th to April 15th, while eligibility in June would be determined by your average availability from February 16th to May 15th.
• Availability based on hours added and maintained in your diary (either booked or not booked). Hours added in advance but then later removed will not be counted - either if removed by the therapist, or by Urban for reasons including sickness, cancellations, and temporary deactivation. 
• Once you are eligible for Hero Protections and Rewards, periods of time that you are claiming a Time Off Work insurance (e.g. Sickness or Injury) will be excluded from the three month average used to calculate your future eligibility. For instance, if you were claiming sick pay for 2 weeks in March, when calculating your eligibility for May we would exclude the 2 weeks in March that you were unable to work.

It is ultimately at Urban's discretion to determine who qualifies for the Urban Protections and Rewards program.

In respect of the Hero Protections and Rewards program, we are your agent and you are independently self-employed. Nothing in the terms shall create an employer-employee, joint venture or partnership or render you a worker or partner of us and you shall not hold yourself out as such. You are fully responsible for and indemnify us for and in respect of any liability (including without limitation reasonable costs and expenses) for any employment-related claim or any claim based on worker status brought by you against us.

We're here to support

Feel free to contact one of our Customer Support agents between 7 am to 10 pm everyday – live chat is the best way to reach us!

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