Community Guidelines

Overview

U Up Pty Ltd operates a technology platform that allows clients to discover independent providers and submit booking requests through a staged booking workflow that may include email-based access, mobile verification, provider acceptance and user confirmation to proceed.

These Community Guidelines explain the standards users must follow when accessing the website, using the platform, submitting booking requests, creating profiles, using controlled booking-status workflows or contacting support.

By using U Up, users agree to follow these guidelines as well as U Up's Terms & Conditions, Privacy Policy, Refund Policy, How Payments Work, Security and other published policies.

Who these guidelines apply to

These guidelines apply to all users of the U Up platform, including clients, providers, website visitors, account holders and anyone contacting U Up support.

They apply to conduct on the platform, controlled booking-status responses related to booking requests, profile content, support interactions, payment-related behaviour involving U Up's platform booking fee where payment functionality is available and any behaviour that may affect platform safety, trust or integrity.

Expected behaviour

Users are expected to use the platform respectfully, honestly, safely and lawfully. U Up encourages all users and independent providers to prioritise personal safety, respect boundaries, avoid misleading information, report suspicious behaviour and use the platform only for legitimate booking-related purposes.

Users should:

• Provide accurate and truthful information.
• Use controlled booking-status responses respectfully and communicate respectfully with U Up support.
• Use the platform only for lawful purposes.
• Respect email-based access, mobile verification, booking request workflows, controlled booking-status responses, agreed arrangements and platform processes.
• Report suspicious, unsafe or inappropriate behaviour to U Up.
• Comply with U Up's Terms, policies and reasonable support requests.

Client expectations

Clients are expected to submit accurate booking information, complete required workflow steps honestly and use the booking workflow in good faith.

Clients should:

• Use accurate contact, access, verification and booking information.
• Respect provider boundaries, availability and booking decisions.
• Prioritise personal safety, respect boundaries and avoid unsafe or misleading conduct connected to a booking request.
• Use controlled booking-status responses clearly, honestly and respectfully.
• Not harass, threaten, pressure or intimidate providers.
• Not misuse payments, refunds, chargebacks or platform support relating to U Up's platform booking fee.
• Contact U Up if a platform, U Up platform booking fee payment, account, support or safety concern arises.

Provider expectations

Providers are independent users of the platform and remain responsible for their own services, profile information, pricing, availability, conduct, service delivery and external obligations. U Up cannot control all conduct, communications, arrangements or interactions that occur outside the U Up platform.

Providers should:

• Keep profile information accurate and current.
• Only provide content they are authorised to use.
• Respond to booking requests honestly and professionally through available platform workflow controls.
• Prioritise personal safety, respect boundaries and avoid unsafe, misleading or coercive conduct connected to a booking request.
• Set and manage their own pricing, availability and service terms.
• Maintain their own tax, insurance, licensing and legal obligations.
• Comply with applicable laws and U Up platform policies.

Prohibited behaviour

U Up may restrict or remove access where a user engages in behaviour that creates risk, misuses the platform or breaches these guidelines.

Prohibited behaviour includes:

• Harassment, threats, intimidation, abuse or coercive behaviour.
• Fraud, scams, fake booking requests, payment misuse involving U Up's platform booking fee, refund abuse, chargeback abuse or false claims.
• Impersonation, fake accounts or misleading information.
• Attempts to bypass email-based access, mobile verification, controlled booking-status workflows, platform booking workflow, trust and safety, security or payment controls.
• Misuse of controlled booking-status responses, including false confirmations, misleading status updates or attempts to create off-platform arrangements that bypass platform controls.
• Uploading false, deceptive, stolen, unauthorised or misleading content.
• Using the platform for unlawful, exploitative, harmful or unsafe conduct.
• Interfering with the operation, security or integrity of the platform.

Profile and content standards

U Up is an adult platform and sexually explicit listing photography is permitted, behind an age check. Explicit material is not a breach of these guidelines. What is a breach is explicit material reaching someone who has not passed an age check, or a photograph that breaks a rule applying in either layer.

Profile content must be accurate, authorised and not misleading. Every listing photograph and every bio is reviewed by a person before it appears.

Content must not:

• Use photos, names, text or media without permission.
• Misrepresent identity, availability, services, pricing or external obligations.
• Contain false, deceptive or misleading claims.
• Promote unlawful, unsafe or exploitative activity.
• Interfere with platform trust, safety or payment processor requirements.
• Show any person other than the provider, including someone in the background, a reflection, or a person only partly visible. There is no approval path for an image containing another person.
• Show anyone who appears to be under 18, or use styling intended to suggest a minor.

Safety and reporting

U Up promotes safer platform use by limiting booking-related communication to controlled workflow responses, encouraging respectful conduct and reviewing platform activity where safety, fraud, misuse or complaint concerns are raised.

Users should contact U Up if they experience or become aware of behaviour that may breach these guidelines or create safety, fraud, fake booking request, payment misuse, chargeback, refund abuse or platform integrity concerns.

To report content, email [email protected]. Anyone may report, whether or not they hold an account and whether or not they are signed in. Every report is reviewed by a person, and anything suggesting a person under 18 is acted on immediately, before any investigation. The full process, including response times and how to complain to the regulator, is set out in the Complaints and Reporting Process.

Reports may include booking request issues, suspicious accounts, misleading profiles, misuse of controlled booking-status responses, payment misuse involving U Up's platform booking fee, harassment, unsafe conduct or attempts to bypass email-based access, mobile verification, booking, payment, trust and safety or security controls.

U Up may review available account information, email-based access records, mobile verification records, booking request records, provider response records, user confirmation records, controlled booking-status records, payment-related information relating to U Up's platform booking fee where payment functionality is available, support messages and platform activity when assessing a report.

U Up does not collect independent provider service fees through this platform booking fee workflow, does not hold provider payout balances and does not process remittance payments to providers. U Up cannot control all conduct, communications, arrangements or interactions that occur outside the U Up platform.

Enforcement

U Up may take action where we believe a user has breached these guidelines, misused controlled booking-status workflows, misused the platform or created risk for other users, providers, payment processors, financial service providers, the platform or the business.

Actions may include:

• Requesting further information from a user.
• Removing or editing profile content.
• Restricting access to booking, controlled booking-status, account, payment-related or provider profile features.
• Suspending or terminating an account.
• Blocking future access to the platform.
• Providing information to payment processors, financial institutions, fraud prevention providers, advisers, regulators or authorities where appropriate or required.

Changes to these guidelines

U Up may update these Community Guidelines from time to time to reflect changes in the platform, email-based access, mobile verification, controlled booking-status communication, booking workflow steps, payment functionality, third-party payment processor requirements, verification processes, business operations, user safety requirements, compliance expectations or legal obligations.

The updated version will be posted on this page with a revised "Last Updated" date. Continued use of the platform after changes are published means you accept the updated guidelines.

Contact us

If you have questions about these Community Guidelines or need to report a platform, email-based access, mobile verification, controlled booking-status, booking, account, profile, payment-related or safety concern, please contact U Up Pty Ltd by email or business phone.