Terms & Conditions

These terms of use apply to all use of the Urb-it app and website and describe how you can use the Urb-it app and website. The Urb-it privacy policy sets out how we use data relating to you and it forms a part of these terms of use. Our privacy policy (“Privacy Policy”) can be found at https://urb-it.com/en/london/retailer-terms#terms_and_conditions_heading_3.
By accessing or using the Urb-it app or website you are agreeing to enter into an enforceable agreement on the basis of these terms of use.



The Urb-it app (the “App”) and the website at urb-it.com (the “Website”, and together with the App, the “Service”) are owned and operated by Urb-it London Ltd, a company incorporated in England with company number 09999823 and registered office 5 Upper Montagu Street, London, UK, W1H 2AG (“Urb-it”, “we”, “us" or “our”). The Service is a technology platform which enables individuals to buy products and engage third parties to deliver those products and services from retail outlets.


You acknowledge that Urb-it does not itself provide any purchasing of delivery services.


Part of the Service is made available in return for your payment of fees (including those set out at clause 9), or subject to additional terms and conditions (including the terms of business of retailers).


These terms of use apply to all use of the Service and form a legal agreement between you and Urb-it.


By using the Service, or by otherwise indicating your agreement electronically, you are confirming that you understand and accept (and are able to understand and accept) these terms of use and that you agree to be bound by them. Please keep a copy of these terms of use and the documents referred to in them.


You must not use the Service if:

1.6.1. you don’t agree to these terms of use;

1.6.3. you are under the age of 18.


In these terms of use:


A reference to “you” or “your” is a reference to you, the person agreeing to these terms or using the Service.


A reference to a “Urber” is a reference to a person you can engage, by use of the Service, to deliver third party products and services on your behalf.


The products or services which may be delivered by Urbers on your behalf are referred to as "Products".


The stores or other retail outlets from which Products may be bought are referred to as “Retailers”.


A reference to the Services may be a reference to any part of the Service.


Urb-it may make alterations to these terms of use from time to time. If you are not happy with any alteration, you may terminate your relationship with Urb-it. If you keep using the Service, this will indicate your acceptance of these terms of use as altered. We may notify key changes to you, but you should review these terms of use from time to time to ensure you are aware of any changes. Where appropriate we may notify you of changes by email or by putting a notice on the Service.

In order to use and access parts of the Service you will need to submit certain information, including your name, phone number and email address. You can also register a user account on the Services (an "Account”). In order to register an Account, you must:


submit certain information, including your name, phone number and email address; and


choose a password to your Account (“Password”).


The Password is personal to you and must not be disclosed to any person without Urb-it’s prior written consent.


2.3. ou agree, accept and understand that:


you must ensure that all information held about you by Urb-it is true, accurate and kept up to date. You can amend your registration details at any time through the Service;


you are and shall remain responsible for maintaining the confidentiality of your Password; and


you are solely liable for any use of the Service through your Account. 


Do not share your password with any other person or allow any other person to use your account. Urb-it is not liable for any improper use of your password or account. Urb-it is entitled to assume that any use of your account is made by you. If you think your password, or account, has been compromised you must inform Urb-it immediately.

Your orders and requests through the Service are an offer to engage Urb-it, and Urber and a Retailer. Urb-it may decline to accept your order at its discretion. Acceptance of your order will take place when Urb-it sends you an order confirmation through the Service, at which point contracts will come into existence as described at clause 3.2.


The Service enables you to browse and purchase Products from Retailers, and to engage an Urber to collect and deliver those Products to you quickly. This means:


You are not engaging Urb-it to buy or deliver a Product.


You and the Retailer are using the Service to enter an agreement with each other for you to buy the Product in your own name and on the terms of business of the Retailer.


You and the Urber are using the Service to enter an agreement with each other for you to engage the Urber to collect and deliver the Product to you.


In the event of a conflict between these Terms of Use and the terms of business of the Retailer regarding your engagement of an Urber, these Terms of Use shall prevail.


You will receive the benefit of any rights of refund, after sales service, warranties or guarantees offered by the Retailer or Product manufacturer, as well as any statutory protections offered to purchasers of Products of that type (as applicable) and you should contact the applicable Retailer in connection with returns or customer service enquiries.


We will notify you whether your request to engage an Urber to deliver a Product on your behalf is successful. Requests may be refused at our discretion. If a request is accepted through the Service, it cannot be cancelled. 


Before or after accepting an engagement for the delivery of a Product on your behalf, an Urber may contact you to obtain further information. You must remain contactable by phone or email until the Product is delivered.


3.5. Urbers will not deliver Products on your behalf if:


the Purchase Price exceeds £3,000;


the Product is not available for collection from the Retailer; or


you do not respond to any of the Urber’s requests for information within 15 minutes.


Once your request for collection and delivery by an Urber has been accepted, it may not be cancelled. However, nothing in these terms will affect your legal rights, and if the Service is not carried out with reasonable care and skill, you can ask us to repeat the Service or may be entitled to a refund if we can’t fix it.


If you would like to request a refund in respect of any Products, please contact the appropriate Retailer. If you have any difficulties please feel free to get in touch with Urb-it at the contact details set out at the end of these terms of use.


Products and Retailers may become unavailable at short notice. We offer no guarantee that Retailers or Products will always be available through the Service.

Urbers will use their reasonable endeavours to deliver Product(s) to you as soon as possible or at approximately the time you specified at the time of your purchase through the Service. The Urber will wait for a maximum of 15 minutes if you are not present or contactable at the location specified for delivery following which clauses 4.5 and 4.6 shall apply.


The timeframe for delivery of the Product may be extended to account for bad traffic, if the Retailer is out of stock or for other reasons beyond the Urber’s reasonable control.


You must take delivery of Products yourself, in person. You may be required to provide proof of your identity and/or age in order to take delivery of any Products or to evidence your receipt of the Products, which may include confirming a code in respect of those Products which was supplied through the Service or by SMS message.


Please inspect Products carefully, ensuring they are consistent with any descriptions you have been provided, before confirming receipt. 


If Delivery is not successful for any reason, including, without limitation:


your failure to attend the agreed delivery location within 15 minutes of the agreed delivery time;


your failure to confirm your identity;


your refusal to accept delivery;


your not being available to respond to requests for further information from the Urber, or not being at the agreed delivery location on time


your failure to provide proof of age in respect of restricted Products;

then either: (a) if the Products are perishable, the Urber may leave them at the place of delivery and delivery shall be deemed to have been accepted by you; or (b) the Urber may return your Product to the Retailer and you can arrange a new delivery, or collect the purchase yourself, within 3 days. 


If you have not collected the Products or arranged a new delivery within 3 days, the Retailer may cancel your purchase in which case you will be refunded the sums paid less the Charges (as defined at clause 9), and a reasonable amount in respect of storage and any additional delivery costs.


You can always contact Urb-it’s support through the Service or by telephone on +447376085505 and change a delivery scheduled for a specific time if the change request is made more than 1 hour and 45 minutes before the scheduled delivery. Any changes made must be within Urb-it’s operational hours and for final delivery within Urb-it’s area of geographical operation. 


You may change the location of delivery within one hour of the expected or scheduled delivery time to within 200 metres of the original location. If you wish to delay the delivery within this one-hour period prior to the original time, you may do so by up to 15 minutes. To make either change referred to in this paragraph, you must contact the Urber through the contact information in the App.


Urb-it’s support can be contacted regarding all issues related to delivery through the contact information made available in the App or otherwise available through the Service.


If changes to your order are necessary due to the Retailer’s stock levels or a discontinued product your Urber will contact you to agree on a substitute or cancel the order. If the order is cancelled you will be refunded the cost of the Product and delivery. 


If Urb-it is delayed by more than one hour from the initial time of delivery you have the right to cancel the purchase and receive a full refund of the cost of the Product(s) and delivery.


Risk and title to the Products shall pass to you on the delivery of the Product to you by an Urber or upon delivery to another carrier selected by you if you have agreed with your Urber that delivery should be made otherwise than by personal handover.

Subject to clause 13.2, the Service is made available to you under a licence, for your private, non-commercial, personal use only. This does not give you any rights of ownership in the Service.


You may not transfer, sub license or deal in this right without Urb-it's prior written permission.


You may only use the App on your own device.


You may only use the Service under your own Account. 


We may charge for you to access some parts of the Service at our own discretion.


Unless otherwise specified, all other copyright, design rights, database rights, patent rights, trade mark and trade dress rights and other intellectual property rights in the Service are reserved and belong to and vest in Urb-it, or are licensed to Urb-it.


All third party trade names and trade marks are the property of their respective owners and Urb-it makes no warranty or representation in relation to them. Unless stated otherwise, we do not endorse and are not affiliated with any of the holders of any such rights and as such we cannot grant any licence to exercise such rights.


The Urb-it name and our logo are trade marks belonging to us. We give no permission for the use of these trade marks and such use may constitute an infringement of our rights. 

You agree to comply with these terms of use and all rules applicable to the use of the Service.


You will not:


hack, modify, reverse engineer or create derivative works of the Service or any part of it


incorporate any part of the Service into another product or service


gain unauthorised access to any restricted part of the Service 


remove, modify or obscure any copyright, trade mark or other proprietary notices on the Service


create software which replicates or mimics the data or functionality in the Service


collect data from the Service by systematic or automated means


use your access to the Website for the sending of marketing communications


use any computer virus or malicious code of any nature in connection with the Service


make any part of the Service available to a third party


copy or exploit any part of the Service or the content it contains


use the Service or any part of it unfairly or for any illegal or immoral purpose or


attempt to do any of the acts listed above.


Without prejudice to any of our other rights or remedies, if we reasonably suspect that you have breached any of these terms of use we can suspend or terminate your access to the Service or take any other action we consider necessary to defend or promote any of our rights or interests.

In providing the Service, Urb-it is involved in the transmission, storage, retrieval and other dealings in third party content and communications (“User Communications”). Urb-it has no involvement in the review, selection or alteration of User Communications. Urb-it operates as a host and a mere conduit for User Communications.


The views expressed in any User Communications are the views of the individual authors or originators and not those of Urb-it unless specified otherwise by Urb-it.


By using the Service you acknowledge that Urb-it has no responsibility to review the content of any User Communications.


You grant to Urb-it a sub-licensable, non-exclusive, transferrable, irrevocable, worldwide, royalty free licence to use, copy, modify, exploit, distribute, publicly perform, and store the User Communications you make available to the Service, including any trade marks and your image (“Your User Communications"), to whatever extent Urb-it considers necessary to operate or promote the Service. This includes the right of Urb-it to grant sub-licences of Your User Communications to other users of the Service. You waive any moral rights in Your User Communications to the extent permitted by law.


You agree and undertake that you are entitled to make available, or post to or transmit Your User Communications to the Service and will not make available, or post to or transmit to the Service any content, that:


is unlawful or which gives rise to civil or criminal liability;


is misleading or false;


promotes any illegal or unlawful activity;


constitutes bulk electronic marketing or spam, whether by telephone, message, email or other means;


infringes any copyright or other intellectual property right of any third party or assists infringement or piracy, including the image or likeness of any third party;


includes any computer virus, worms, logic bombs or other malicious software or technically harmful data;


is abusive, pornographic, defamatory, discriminatory or obscene;


harasses any person;


interferes with another user's use and enjoyment of the Service;


impersonates any moderator, administrator or any staff or other persons connected with Urb-it;


infringes upon or violates any third party's rights, including but not limited to intellectual property rights, rights of privacy, including unauthorized disclosure of a person's name, email address, physical address or telephone number, and/or rights of publicity (unless you have that persons permission as necessary to comply with these terms of use and applicable law);


contains any restricted material, including but not limited to passwords, medical information or confidential information of any person; 


solicits passwords or personal information;


provides instructional information about illegal activities such as making or buying illegal weapons, buying or selling illegal drugs, violating someone's privacy, or providing or creating computer viruses;


contains video, photographs, or images of another person without his or her permission (or in the case of a minor, the minor's legal guardian);


exploits any person;


tries to gain unauthorized access to any computer, servers or any part of the Service including its servers, network and the computers of other users;


tries to gain unauthorized access to any profiles, blogs, chat rooms, communities, account information, bulletins, or other aspects of the Service;


refers to any material that is inappropriate;


seeks or attempts to make any arrangement to meet a minor or which may have such a meeting as its object or effect; or


solicits, invites, encourages, advocates, incites or provokes any or all of the foregoing.


Urb-it may, at its discretion, review User Communications. We may also remove or reject any User Communications if it comes to our attention that such User Communications constitutes a breach of these terms of use. Any removal or rejection of User Communication does not serve to limit any of our other rights or remedies.


If you believe any User Communications are in breach of these terms of use or your rights, and would like to request these User Communication’s be removed, please contact londonsupport@urbit.com. In order to deal with your request we may require you to disclose your identity or provide evidence of your rights or other information. We will try to deal with any such requests expeditiously.
8.1. Use of the Service requires a suitable internet connection and device that you own or are permitted to use. The performance of the Service depends on the suitability of the internet connection and device. You may need to pay a fee to internet providers for your internet connection.


8.2. We may, but are not obliged, to provide updates to the software required to provide the Service. Continued use of the Service, or the proper performance of the Service, may depend on your agreement to update any software required to provide the Service.


8.3. We may suspend the Services in order to maintain or upgrade our systems or software. We will try to notify you of these suspensions in advance, but we cannot guarantee to provide advance notice. We will also try to keep these suspensions to a minimum and in place for a short period of time, but we cannot state definitely how many suspensions may be necessary or how long any suspension will remain in place.


You agree you are not able to claim any damages for a suspension in the Services.


You may link your own apps, websites or online service to the Website, provided that such link does not bring Urb-it into disrepute or damage any of our goodwill. Any links from your own website to the Website must be fair, legal and made in good faith. Link must not suggest or imply any association or endorsement by us, unless this has been agreed by us previously in writing. Links must be removed at our request for any reason.


You agree not to use the Service in any way which:


is unlawful;


may give rise to civil or criminal liability for Urb-it; or 


might call Urb-it into disrepute.

9.1. The "Purchase Price" is the price charged by the Retailer for the sale of the Product, and will be indicated (inclusive of VAT) when you placed your order. We take all reasonable care to ensure that the price advised to you is correct. However it is always possible that some Products may be incorrectly priced. We will normally check prices before accepting your order so that, where the Product's correct price when you place your order is less than the stated price, we will charge the lower amount. If it is higher we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, and arrange for a refund of any sums you have paid.


The following “Charges” (inclusive of VAT) apply to the use of the Service and the collection and delivery of Products by Urbers:


The "Urbit Delivery Service Fee” is the price paid for collection and delivery of the Product by the Urber on your behalf, but excluding the Purchase Price. 


When placing your order you must pay the Purchase Price and the Charges by one of the payment methods made available to you during the order process. Payment is subject to the terms and conditions of the payment processor you use to make your payment. Where payment is accepted by invoice, this may be subject to credit checks and other assessments of your ability to fulfil payment. 


Either Urb-it, a third party on behalf of Urb-it), or the Retailer will pay the Urb-it Delivery Service Fee to the Urber in accordance with their agreement between with the Urber. 


If any Product is lost or damaged by an Urber after its purchase on your behalf and before its delivery, Urb-it will either:


subject to availability, procure the purchase of a replacement Product and deliver it to you; or 


pay compensation to you of the amount of the Purchase Price and any Charges paid to Urb-it or the relevant Urber in respect of the delivery of that Product.


Subject to your statutory consumer rights, the remedies set out at clauses Error: Reference source not found and 9.5 are your sole and exclusive remedies for delay in delivery or loss or damage of Products by Urbers respectively.
Urb-it provides and maintains the Service on an “as is” basis and is liable only to provide its services with reasonable skill and care. 
Except as set out in these terms of use or as otherwise required by law, Urb-it gives no warranty and makes no representation, whether express or implied in respect of the Services. Urb-it does not warrant or represent that the Service will be available, uninterrupted, error-free, timely, confidential or secure. Urb-it does not warrant or represent that the Services will connect or transmit to or from the internet, or that any user communication will be transmitted by the Service. Urb-it expressly disclaims any warranty, representation or conditions of quality, performance, non-infringement, merchantability, of fitness for use for a particular purpose. Urb-it expressly excludes any liability in respect of any information contained on the Service and excludes all liability for any incorrect of inaccurate information or material the Service contains. 
10.3. External Sites have not been verified or reviewed by Urb-it and all use and access of External Sites is made at your own risk. “External Sites” means third party apps, websites and online services which are linked to the Service or User Communications.
Urb-it and Urbers give no other warranty in connection with the Service and to the maximum extent permitted by law, Urb-it and Urbers exclude liability for the following losses, whether arising in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the Service:
any indirect, special, punitive or consequential loss, including losses of which Urb-it or an Urber has been made aware,
any loss of profits, business, goodwill, anticipated savings, goods, contract, use or data
save as set out in clauses Error: Reference source not found and 9.5, any losses arising out of or in connection with any Products or the use or consumption any Products, or the delayed delivery of any Products;
any lack of availability of the Service or any Product or Retailer, any interruptions to or delays in updating the Service, or any lack of confidentiality of any User Communications;
any loss or damage of any kind arising as a result of User Communications;
the infringement by any other person of any copyright or other intellectual property rights of any third party through any use of the Service;
the availability, quality, content or nature of External Sites, or any transaction taking place on External Sites (including the Products or services subject of that transaction);
all representations, warranties, conditions and other terms and conditions which but for this notice would have effect;
subject to clause 10.9 any losses due to viruses or other malicious software that may infect a user's computer equipment, software, data or other property caused by any other person accessing, using or downloading the Service;
Neither Urb-it nor Urbers will be liable in any amount for failure to perform any obligation under these terms of use if that failure is caused by the occurrence of an event beyond its or their reasonable control.
Neither Urb-it nor Urbers will be liable in any amount for the discontinuation of the App on any software or distribution platform, or the complete discontinuation of the App.
Urb-it’s and each Urber's total aggregate liability to you under these terms of use whether arising in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the Service, shall not exceed the total amount of fees actually received by Urb-it from you in the 12 month period preceding the date on which the claim arose.
Except as provided above, there are no other warranties, conditions or other terms and conditions, express or implied, statutory or otherwise, and all of those terms and conditions are excluded to the maximum extent permitted by law.
These terms of use are subject to your statutory and common law consumer rights and will not limit any rights you might have that cannot be excluded under applicable law. These terms of use will not exclude or limit Urb-it’s or any Urber’s or Retailer’s liability for death or personal injury resulting from its negligence nor any fraudulent acts, representations or misstatements.
You indemnify (compensate) us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including without limitation to legal expenses and any amounts paid by us to a third party in settlement of a claim or dispute on the advice of our legal advisers) incurred or suffered by us arising out of any breach by you of any provision of these terms of use, or arising out of any claim that you have breached any provision of these terms of use.
You can terminate these terms of use by deleting the App and ceasing to use the Website. Termination of these terms of use will not take effect until the delivery of all outstanding Products and the receipt by Urb-it of all monies payable in respect of such Products and their delivery.
We can terminate our relationship with you without further recourse from you:
if you breach these terms of use 
if we reasonably suspect you have breached or intend to breach these terms of use
if we reasonably suspect you are seeking to take advantage of our refund policy
on 30 days' notice if we discontinue any part of the Services; or
if your Account is not active for a period of 1 year.
On termination:
all licences and permissions granted by Urb-it to you will immediately end; and
you will immediately remove any instances of the Service from any of your devices.
The following terms of this section 13 are the terms which we are required by Apple to notify you of and obtain your consent of in respect of using the App on the iOS platform:
Acknowledgement: You and we acknowledge that these terms of use constitute an agreement which is concluded between you and us only, and not with Apple Inc, nor any subsidiary or affiliate company of Apple Inc, (“Apple”). You also acknowledge that we are solely responsible for the App and the content within the App.
Grant of Licence: Subject to, and in consideration of, your compliance with all conditions of these terms of use we grant you a non-exclusive, personal, revocable, non-transferable license to use the App and content on the App for your lifetime on an iOS product which you own or control, and as permitted by the Usage Rules set forth in the App Store Terms of Service (http://www.apple.com/uk/legal/terms/), and in accordance with the Privacy Policy.
Maintenance and Support: We are solely responsible for providing support and maintenance for the App. You and we acknowledge that Apple has no obligation whatsoever to furnish any maintenance and support services with respect to the App.
Warranty: If the Service does not comply with any warranties we have made in respect of the Service, you may notify Apple and request a refund (if applicable).
Product Claims: You acknowledge that we, and not Apple, are responsible for addressing any claims you may have relating to the App or your possession and/or use of the App, including but not limited to: (i) product liability claims; (ii) any claim that the App fails to conform to any applicable legal or regulatory requirement, and (iii) claims arising under consumer protection or similar legislation. 
Intellectual Property Rights: You acknowledge that in the event of a third party claim that the App, or your possession and use of the App infringes that third party’s intellectual property rights, then we shall be solely responsible for the investigation, defence, settlement and discharge of any such intellectual property right infringement claim, and not Apple.
Legal Compliance: You represent and warrant that: (i) you are not located in a country that is subject to a US Government embargo, or that has been designated by the US Government as a “terrorist supporting” country, and (ii) you are not listed on any US Government list of prohibited or restricted parties.
Third Party Beneficiary: You acknowledge and agree that Apple, and Apple’s subsidiaries, are third party beneficiaries of these terms of use, and that when you accept the these terms of use, Apple will have the right (and will be deemed to have accepted the right) to enforce these terms of use against you.
Third Party Terms of Agreement: We may use third party software and services provided by (amongst others) Facebook, Youtube and Twitter with the App. Use of the App is therefore subject to your acceptance and compliance of these third party terms and you agree to comply with the applicable third party terms and conditions when using the App
If you offer, without our solicitation, any new product or feature ideas, you accept that such offers are made without any obligation on Urb-it to keep such offers confidential.
We may appoint subcontractors in the provision of the Service, or we may assign the benefit of our agreement with you under these terms of use to another.
These terms of use, together with our privacy policy constitute the entire agreement between you and Urb-it relating to your use of the Service, to the exclusion of any other terms of use.
Failure to enforce any term does not constitute a waiver of that term.
Any of these terms of use intended to survive termination terms of use shall survive termination of these terms of use.
If any part of these terms of use is found to be unenforceable, it will be amended to the minimum extent necessary to make it enforceable and the remainder of the provisions will remain in full force and effect.
No representation or warranty is made as to whether the Service complies with the laws of any other country other than the United Kingdom.
These terms of use are subject to the laws of England and the parties irrevocably submit to the exclusive jurisdiction of the English courts.
Urb-it will be entitled to assign and otherwise transfer the agreement covered by these terms of use by giving you reasonable notice, which may include notice given via the Service.
All questions, comments or enquiries should be directed to Urb-it, and we will try to respond to you within 48 hours.
14.11. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. If you are not happy with how we have handled any complaint, you may want to consider an alternative dispute resolution provider. In addition, please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform.
Urb-it London Ltd
Company number: 09999823
VAT: GB 239 3018 14
Registered Office: 5 Upper Montagu Street, London, UK, W1H 2AG
Email: londonsupport@urbit.com
Telephone: +447376085505

Contact detailes
Urb-it London Ltd
Company number: 09999823
VAT: GB 239 3018 14
Registered Office: 5 Upper Montagu Street, London, UK, W1H 2AG
Email: londonsupport@urbit.com
Telephone: +447376085505