Fees and Payments

Before you pay

Review the booking details, U Up's total fee in Australian dollars including GST, and the free cancellation deadline shown for your booking. The app explains whether the payment authorises a standard request, funds a PayID request or immediately confirms an instant booking. U Up does not offer subscriptions.

You accept the Terms for that booking before proceeding. This is separate from accepting the user agreement when joining. We record the accepted Terms version and time, together with the booking's cancellation deadline. The payment screen also shows the bank statement description before you pay.

If you need help understanding a charge or deadline, contact support before proceeding. The sections below explain response windows, payment timing and what happens if a request is not accepted.

Records used to review a payment

We review the relevant booking, payment and refund records, the Terms accepted and recorded booking events when investigating a disputed fee. A recorded event supports the review; it does not, by itself, establish service quality or continued consent.

For a bank dispute, we share relevant transaction and acceptance records as described in the Privacy Policy. We do not disclose the services selected. A good faith bank dispute does not attract an account penalty.

U Up's platform booking fee

U Up's fee covers the platform, booking process, verification arrangements, booking messages, moderation, administration and support. It is calculated from the booked duration.

Cancellation credit reduces the amount payable on future U Up booking fees. Its eligibility, use and expiry are explained in Refunds and Cancellations.

The booking fee

Bookings are priced by duration in 15-minute increments. The total is shown before payment. A one-hour fee is A$66 including GST: A$60 plus A$6 GST. A two-hour fee is A$132 including GST. No card surcharge is added.

The lower rate applies only to time beyond the first twelve hours, not to the whole booking. We total the duration charges before rounding, rather than rounding each later quarter-hour separately. We then apply any applicable discount and add GST, rounding the final charge to the nearest cent. At these rates without a discount, twelve hours fifteen minutes costs A$804.38 including GST and twelve hours thirty minutes costs A$816.75.

A promotional code reduces U Up's booking fee.

Standard bookings paid by card

1. Choose the provider and booking details, verify your email and mobile number, and complete the required age check.
2. Before payment, accept the Terms and review the actual free cancellation deadline for that booking. U Up records the version and acceptance time.
3. Enter card details directly into the gateway's secure fields. When you send the request, an authorisation reserves the fee; it is not a settled charge.
4. You can withdraw the request within 30 seconds without the provider being notified. U Up reverses the authorisation.
5. After the 30-second withdrawal period, the provider has twenty minutes to accept or decline if the booking starts less than 72 hours after submission, or four hours if it starts 72 hours or more after submission.
6. On acceptance, the fee is captured. If the provider declines or the window expires, U Up reverses the authorisation, captures nothing and returns any credit applied to the request.

An authorisation can appear as a pending amount and reduce available funds. U Up sends a reversal when it is no longer needed; the bank controls when the hold disappears. A reversal of an uncaptured authorisation is different from refunding a completed charge.

If the required card charge fails, the booking does not proceed as a paid confirmed booking. Repeated failures can pause new requests while the issue is addressed.

Standard bookings paid by PayID

With PayID, U Up's fee is paid into its business bank account when you send the request. Unlike a card authorisation, this is a payment before provider acceptance.

For a PayID request that is declined or unanswered, you can choose another available provider, choose another time or ask for your payment back. We show any fee difference before you choose. You pay any additional amount; if you have paid more than the new fee, we refund the excess once a provider accepts.

You have up to three provider attempts, including the first provider. A single 24-hour period starts when we first offer alternatives. Another unsuccessful attempt does not restart it. Your payment becomes due for return when you ask for it, all three attempts are unsuccessful or that period ends.

We process PayID refunds within two business days after they become due. This is the time for U Up to send the refund; your bank may take additional time to make it available.

Use PayID to pay U Up's booking fee.

Instant incall bookings

Instant booking is available only where a provider enables it for incall bookings, where the client goes to the provider. It is confirmed immediately without a separate provider review step, and U Up's fee is charged at booking. The app clearly explains this before payment.

If the provider cannot proceed, U Up's fee is refunded in full. This refund is issued by U Up and does not require a bank dispute.

Payment information and security

Clients use eligible debit or credit cards or PayID for U Up's fee. Card transactions are subject to gateway, issuer and fraud checks. Card charges appear on your statement as UUP BOOKING. The payment screen also shows this statement description before you pay.

Card details are entered directly into the payment gateway's secure fields. U Up's servers do not receive or store raw card numbers or complete payment credentials. Card payments for U Up's booking fee are handled through its payment gateway. PayID receipts go directly to U Up's business bank account.

U Up receives the transaction status, amount and reference, details of refunds or failed payments, and relevant risk or dispute information. We use these limited records to process payments and check that they match our booking records. Access is restricted. We monitor for duplicate charges, repeated failures and payment misuse.

Clients must complete required verification before booking, and providers complete age and identity verification before approval. Our servers withhold adult content when required verification is incomplete or fails. These controls support account integrity; they do not guarantee that fraud or misuse can never occur. See Verification, Security and Privacy.

Cancellation deadlines and credit

Cancel at or before the deadline shown before payment to receive a full refund. For bookings of twelve hours or less, the deadline is 24 hours before the start. For longer bookings it is twice the booked length before the start, so a sixteen-hour booking has a 32-hour deadline.

After the full refund deadline, the fee is retained. Credit equal to half the fee actually paid, including GST, is available only if that half is at least A$50 and you cancel before the later cutoff: more than twelve hours before a booking of twelve hours or less, or more than the booked length before a longer booking. At or inside that later cutoff, or after On my way, no cancellation credit applies. Your entitlement to a full refund and statutory rights remain protected.

Credit expires after ninety days. Until day sixty it is limited to the same provider; from day sixty it applies with any provider. If the provider blocks you, it applies with any provider immediately. Credit issued for a cancellation recorded as a safety concern is usable with any provider from issue. It can be used only for U Up's booking fee and cannot be transferred or cashed out. Unspent credit ends on account closure.

If a refunded booking was paid partly with money and partly with cancellation credit, we refund the money paid and return the credit to its original balance. The credit keeps its original expiry date. An expired credit stays expired, and credit is never exchanged for cash.

If you or U Up have deleted the account, we refund only the money paid. Credit is not restored to a deleted account. A booking paid entirely with credit has no cash refund.

Refunds, no-shows and account restrictions

A provider cancellation or inability to honour an instant booking receives a full refund. The in-app provider no-show report window runs from five through fifteen minutes after scheduled start, subject to the arrival, payment and meeting-code conditions in the Refund Policy. The provider has seven days from the report being recorded to contest it. If uncontested, the refund is initiated automatically when those seven days end. PayID returns are processed within two business days after becoming due; bank arrival takes additional time. Contested reports receive human review.

U Up also refunds its fee when it declines or pauses a charged booking, and refunds upcoming bookings cancelled because it bans or freezes a client. The triggering booking is considered under its own applicable rule and review rights.

Client no-shows and upheld provider decisions to end a booking at its start normally leave the fee payable. They can be contested within seven days.

Repeated no-shows or late cancellations can lead to account restrictions. The Terms and Conditions explain which cancellations count, restriction periods and review rights. The app shows the applicable fee, credit and strike consequences before you confirm a cancellation.

Restriction does not remove the separate upcoming-booking refund entitlement.

Duplicate charges, wrong amounts, charges without completed booking steps and faults in U Up's own service receive the applicable refund; these are not discretionary concessions. Nothing in these policies limits Australian Consumer Law rights.

Refunds go to the original card or originating PayID account. If a card cannot receive the refund, U Up arranges a transfer to an Australian account in the client's name. If return to the originating PayID account fails, the client supplies an account in their name through the app. Supplied bank details are deleted once settled.

PayID refunds are processed within two business days after becoming due. Refund decisions requiring review are made within ten business days. Allow five to ten business days after processing for your bank to make the refund available.

Raise a booking fee issue on the booking within 48 hours after it ends, and request any further internal review within 72 hours after outcome. Separate seven-day no-show/booking-start contest periods apply. Later contact and statutory rights remain available. The Refunds and Cancellations policy gives the complete rules and examples.

Disputes, records and payment misuse

U Up records booking and payment events, including request, authorisation, acceptance, charge, cancellation and refund where relevant, together with the Terms version and acceptance time. Records support reconciliation, human review and responses to bank disputes.

We encourage direct contact to resolve a payment issue quickly. A good-faith bank dispute is never a reason to restrict an account. Fraudulent claims, fake bookings and attempts to bypass payment controls can lead to restrictions after review.

For a chargeback, the gateway, bank and card issuer may receive the booking date, time, length and status, the payment record, evidence the booking took place, and the accepted Terms and acceptance record. We do not give them the services booked. Other necessary disclosures to professional advisers or authorities follow the Privacy Policy.

Contact U Up for help investigating a booking fee or requesting a refund.

Changes and contact

We notify account holders before material changes to how or when they are charged take effect. A change never alters an accepted booking. This page records its latest revision date.

U Up Pty Ltd · ABN 27 699 494 525 · ACN 699 494 525 · Australia

Payments, refunds and complaints: [email protected]. Phone: +61 447 972 337. Hours: Monday–Friday, 9 am–5 pm AEST, Brisbane time. Business days exclude public holidays.

Read the Company Profile, Terms and Complaints and Reporting for the wider company and governance framework.