Company details
| Detail | Information |
|---|---|
| Legal entity | U Up Pty Ltd |
| Trading name | U Up |
| Australian Business Number | 27 699 494 525 |
| Australian Company Number | 699 494 525 |
| Business location | Australia. Services are provided online. |
| General enquiries | [email protected] |
| Safety reports | [email protected] |
| Telephone | +61 447 972 337 |
| Support hours | Monday to Friday, 9 am to 5 pm AEST, Brisbane time |
Our safety inbox is checked every day, including weekends. Urgent safety matters are handled separately from ordinary support hours.
Information for business partners
This profile is the starting point for reviewing U Up. The pages below explain the operating rules and the responsibilities behind them. Each policy is available without an account.
For business assessment enquiries, contact [email protected].
Agreements and website policies
Our Terms and Conditions are the user agreement for clients and providers. They explain use of the website and app, the booking service and each party's responsibilities. The linked Refunds and Cancellations, Community Guidelines, Content Standards and Privacy Policy form part of that agreement as described in the Terms. Fees and Payments explains the payment process; Cookies and Website Technologies explains website technologies and choices.
For payment assessment, read the Terms alongside Fees and Payments, Refunds and Cancellations and Contact and Support. Verification and Online Safety explain the access controls and safety procedures.
Our business and responsibilities
U Up is responsible for the platform's booking process and its own fees. We also manage account access, content review, safety reports and complaints about the platform.
Providers are independent and remain responsible for their own conduct and obligations.
Our procedures set out what happens when a request is declined, a booking is cancelled, a safety concern is raised or a decision is challenged. They identify the responsible person, the action required and the record to keep. Clients and providers can use the published policies to understand those decisions and seek a review.
How bookings and payments work
Before payment, the client sees U Up's booking fee and the cancellation deadline for that booking. The client accepts the Terms, and we record the wording version and acceptance time.
| Booking method | How U Up's fee is paid |
|---|---|
| Standard card booking | The fee is authorised when the request is sent. We capture it when the provider accepts. A declined or unanswered request is not charged, and any credit applied is restored under its original terms. |
| Standard PayID booking | The client pays U Up's fee before the request reaches the provider. If the request does not proceed, the client can choose an alternative provider, another time or a refund. |
| Instant incall booking | The booking is confirmed and the fee charged immediately. The client is told this before paying. If the provider cannot proceed, we refund U Up's fee in full. |
Our fee depends on duration. It is A$66 an hour for the first twelve hours and A$49.50 an hour for additional time, including GST. There is no card surcharge. A one hour booking costs A$66 in platform fees: A$60 plus A$6 GST.
U Up charges its own platform booking fee, calculated from the booked duration.
The card gateway handles complete card credentials. U Up's servers do not receive full card numbers or security codes. PayID payments of our fee go to U Up's business bank account.
Fees and Payments explains authorisations, response windows, PayID alternatives and the records used to reconcile payments. It also explains the limit of three provider attempts within 24 hours of the first PayID alternatives offer. That clock does not restart when another provider is tried.
Refunds and payment complaints
A cancellation at or before the displayed free cancellation deadline qualifies for a full refund of U Up's fee. The deadline is 24 hours before the start for bookings of up to twelve hours. For longer bookings, it is twice the booked duration before the start. Later cancellations may qualify for booking credit under the Refunds and Cancellations policy.
If a provider cancels, we refund our fee in full. If a provider does not attend, the app offers a report window from five to fifteen minutes after the scheduled start, including both endpoints. The Refund policy explains the arrival and booking conditions for that report.
The provider has seven days to contest a recorded report. If they do not contest it, we begin the refund automatically. If they contest it, a member of our team reviews the evidence. Support remains available if the app reporting window has passed, and statutory rights remain unaffected.
Refunds return to the original card or PayID source account. Where that destination cannot receive the refund, the policy explains the alternative bank transfer process. We process PayID returns within two business days after they become due. Other refund requests are decided within ten business days. Allow five to ten business days after processing for bank arrival.
A client can challenge a fee decision through the app or contact support for help. The policy explains the evidence we consider and the further review available. A good faith complaint or bank dispute is never a reason to penalise an account.
Governance and accountability
Both directors oversee the business and its safety arrangements. Each operational function has a lead director and the other director as backup. This covers payments, privacy, security, verification, moderation, support and governance. Urgent safety escalation remains available when the usual lead is unavailable.
Our operating procedures connect each responsibility to an action and a record. For example, a photograph review identifies the image version, reviewer and decision. A booking records the Terms accepted and the relevant payment events. A safety report records the concern and the action taken. These records allow decisions to be examined and reviewed.
Staff must be competent to carry out their assigned duties. Our procedures cover training, escalation, review and changes to the service. Before introducing a change that could increase risk, we assess its effect on the safeguards and update the assessments where required.
Reports and safety records are kept for two years after the end of the year in which the matter closes. Online safety compliance records also meet the minimum of two years after the action's calendar year. We use the later applicable date and preserve records longer where a lawful hold requires it. The Privacy Policy explains the schedules for other records.
Verification and content controls
VerifyMy verifies clients' age before they can see provider photographs or service labels, and verifies providers' age and identity using government photo ID before listing approval. Uploaded photographs are withheld from guests and anyone who has not passed the required check.
We review every photograph before publication. This includes replacements and the final version of any cropped or blurred image. The reviewer compares the photograph with the identity selfie supplied directly to U Up and checks the content against our standards. The selfie is required before photo approval. Providers reconfirm account ownership every three months, and U Up keeps one current selfie.
Photographs must show the provider alone and be assessed as R18+ or lower. Nudity, clearly simulated sexual activity and fetish themes are considered in context. We reject actual sexual activity, X18+ material, Refused Classification material and images whose acceptability is uncertain. Images generated or heavily altered by AI are prohibited.
Booking communication uses set messages. We review wording written by providers before it is used. Clients can add a limited door or gate note for a booking at their premises. The platform has no open image chat, video, feed or generative AI. Verified users can choose to blur photographs.
Age and Identity Verification explains the checks and their limits. Content Standards explains what we permit, what we reject and how we respond to a breach.
Online safety assessment
Our directors have approved the Phase 1 and Phase 2 online safety risk assessments, version 1.9 dated 5 October 2026. They record the following determinations for the assessed service.
| Assessment | Determination |
|---|---|
| Phase 1: class 1A and class 1B material | Tier 2, Moderate |
| Phase 2: online pornography | Tier 2, Moderate |
| Phase 2: self-harm material | Tier 3, Low |
These are U Up's internal assessments, not an approval or endorsement by the eSafety Commissioner. Our Online Safety page explains the safeguards, reporting routes and process for reviewing changes.
Reporting and response
Anyone can report a safety concern to [email protected]. An account is not required. Signed in users can also report a listing or photograph through the app. We protect the reporter's confidentiality.
We check the safety inbox every day. Urgent reports go to the directors and receive a review response within 24 hours. Protective action happens sooner where required. Content suggesting a person under 18 is removed as soon as we see it, before investigation.
For other content reports, we acknowledge receipt within one business day and provide an outcome within five business days. General complaints are acknowledged within two business days, with a written outcome within ten business days. If a complex matter takes longer, we explain why. Ordinary support enquiries are acknowledged within one business day.
Complaints and Reporting explains what to send, how we investigate and how to seek a review or contact an external authority. In an emergency, call 000.
Privacy and security
We collect information for defined purposes and restrict access to the people who need it. The Privacy Policy explains the information involved in verification, bookings, payments and reports. It identifies recipients, retention periods and how people can access or correct their information.
A provider can see four limited answers about a client's booking history for their own pending request or an accepted instant booking before its start. This view reveals no client identity, dates, counts or another provider's identity. The Privacy Policy explains each indicator and its limits.
Our Security page describes account and information safeguards. Cookies and Website Technologies explains the technologies used by the website and app, along with the choices available to users.