1. Purpose
This policy explains how customer orders, bookings, requests, reservations, tickets, quotes, appointments, rentals, stays, services, and related transactions work on UrbanBook.
It applies to customers and vendors across UrbanBook modules, including marketplace products, food and drink, stays, services, beauty and wellness, events, experiences, venues, car rentals, party rentals, real estate viewings, pharmacy-related services, and other approved categories.
2. Before Placing an Order or Booking
Customers must review the listing carefully before confirming. Important details may include price, fees, dates, time, location, delivery area, pickup rules, age limits, entry rules, cancellation terms, refund limits, safety rules, deposit requirements, documents required, guest count, product details, service duration, room rules, vehicle rules, and vendor-specific conditions.
Customers are responsible for providing accurate names, phone numbers, email addresses, delivery details, guest details, special requests, prescription or pharmacy-related details where required, and any information needed for the vendor to fulfill the order or booking.
3. When an Order or Booking Is Confirmed
An order or booking is confirmed only when the applicable confirmation steps are complete. This may include customer payment, vendor acceptance, availability confirmation, identity or eligibility checks, document review, quote approval, or other requirements shown in the listing or checkout flow.
Some transactions are instant-confirmed. Others remain pending until a vendor, host, promoter, property provider, service professional, or UrbanBook support confirms them.
UrbanBook may cancel or refuse transactions where there is suspected fraud, incorrect pricing, unavailable inventory, safety risk, policy violation, legal restriction, payment issue, vendor error, or customer ineligibility.
4. Prices and Availability
Prices and availability may change until the order or booking is confirmed. A listing view does not guarantee that the item, slot, room, ticket, vehicle, venue, service, or product will remain available.
Customers should not travel, make dependent arrangements, or assume access until they have received confirmation through UrbanBook or an approved confirmation channel.
5. Special Requests
Special requests are not guaranteed unless the vendor accepts them in writing through UrbanBook or they are clearly included in the confirmed order or booking. Examples include early check-in, late checkout, custom delivery, preferred staff, decoration, dietary preferences, extra guests, vehicle extras, equipment add-ons, accessibility requests, or custom service notes.
Vendors should make reasonable efforts to honor accepted requests but must not promise what they cannot deliver.
6. Customer Changes
Customers may request changes such as date changes, time changes, guest count changes, delivery address changes, item changes, service changes, or add-ons. Changes are not effective until approved where approval is required and any price difference is paid.
If a customer changes a booking too late, the vendor's cancellation or rescheduling rules may apply.
7. Vendor Changes
Vendors must honor confirmed transactions. If a vendor needs to change or cancel because of safety, unavailability, overbooking, staff absence, stock issue, weather, property issue, vehicle issue, licensing issue, emergency, or other valid reason, the vendor must notify the customer and UrbanBook as soon as possible.
UrbanBook may help arrange alternatives, credits, refunds, rescheduling, or other remedies depending on the circumstances.
8. Arrival, Fulfillment, and Completion
Customers must arrive on time, be reachable, provide required documents, follow check-in or pickup instructions, respect staff, and comply with safety and house rules.
Vendors must prepare and deliver goods or services as described, communicate delays, maintain professional conduct, and record completion honestly.
A transaction may be marked completed when the goods, service, stay, ticket entry, rental, viewing, delivery, appointment, or other agreed service has been provided or made available according to the confirmed terms.
9. Failure To Attend or Respond
If a customer does not attend, does not respond, arrives too late, refuses reasonable rules, lacks required documents, or provides incorrect information, the order or booking may be treated as a no-show, late cancellation, failed delivery, or customer breach. Refunds may be limited under the Cancellation, Refund, and No-Show Policy.
10. Support
Customers and vendors should report order or booking issues as soon as possible through UrbanBook support, preferably with the order or booking reference, relevant messages, photos, receipts, timestamps, and a clear explanation.