Adults only
U Up is for people aged 18 and over. Nobody under 18 may create an account, hold a listing or make a booking. The service operates in Queensland, New South Wales and Victoria. This policy page contains no age-restricted imagery and can be read without an account.
Clients complete VerifyMy's age verification before accessing provider photographs or service labels or making a booking. VerifyMy verifies providers' age and identity using government photo ID before U Up approves their listing. The age gate asks users to declare they are 18 or over, gives an adult content warning and provides parental control information.
Guests receive only minimal listing information and placeholders that contain no uploaded image. Our server withholds provider photographs from unverified users, even in blurred form. Access stays restricted if verification cannot be completed. See Age and Identity Verification.
Content controls
Only provider photographs assessed as R18+ or lower are permitted. Nudity, clearly simulated sexual activity and fetish themes are assessed in context; actual sexual activity, X18+, Refused Classification and uncertain images are rejected.
A U Up staff member compares each photograph with the verified provider selfie and approves every original, replacement and final cropped or blurred version before publication. Nobody else may appear in a photograph. Photos stay unpublished while awaiting a decision. Rejected photos remain unpublished and are not retained. Any preservation lawfully required for an incident is handled securely.
Staff review bios and automatic wording written by providers before use. Booking communication uses set messages, and a provider's wording is limited to 400 characters per message.
A client can add a door or gate note of up to 150 characters. It contains text only and is visible to the relevant provider. These notes are not reviewed before sending; our rules and reporting process still apply. There is no open chat, image messaging, video feed or generative AI function.
Material involving sexualised minors, non-consensual imagery, coercion, trafficking, terrorism or promotion of self-harm is prohibited. Our Content Standards explain the full boundaries and enforcement rules.
Viewing choices
Users who have passed age verification can turn on photo blur in their settings. It blurs every photo until they choose to view it. All the usual age and publication checks still apply.
Reporting a concern
Signed-in users can report a listing or photograph using its Report button, including the urgent “may be under 18” route. Anyone can email [email protected], including people without an account. You can report anonymously, although we may then be unable to send an outcome.
Provide the listing, photo or booking reference, explain the concern and tell us whether anyone may be in immediate danger. Put “URGENT” in the subject line for a serious concern. Do not send additional copies of intimate images or suspected illegal material. We do not disclose a reporter's identity to other users.
Reports can concern content, an account, failed age restrictions, unsafe conduct or U Up's own online safety compliance. Booking conduct can also be reported through the booking in the app. If someone is in immediate danger, call 000.
Action and response times
We remove content suggesting a person under 18, suspected child sexual exploitation material or non-consensual imagery as soon as we see it, before investigating. A suspected underage account is suspended for review, and a confirmed underage account is closed. If restricted content reaches an unverified user, we hide or remove the content and address the access failure.
Child sexual exploitation material results in permanent closure of the responsible account, measures to prevent return and prompt referral to the Australian Federal Police. Pro-terror material results in account termination, measures to prevent return and separate escalation. Staff do not download or forward suspected child sexual exploitation material. Required preservation is handled securely under lawful authority.
The safety inbox sends an automatic acknowledgement and is checked daily, including weekends. Urgent alerts are escalated to the directors. Urgent reviews receive a response within 24 hours. These response targets do not delay earlier required restriction, removal or reporting.
Other content reports are acknowledged within one business day, with an outcome within five business days. Complaints about our handling or compliance are acknowledged within two business days, with a written outcome within ten business days. We explain when a complex matter needs more time. Business days exclude weekends and public holidays; urgent safety handling continues outside ordinary support hours.
See Complaints and Reporting for the complete process and review routes.
The framework behind our assessments
The Online Safety Act 2021 provides the Australian framework for online safety regulation. U Up's approved assessments address the following designated internet service instruments. The eSafety register provides the instruments and their commencement information.
| Instrument | How it relates to U Up | Procedures and evidence |
|---|---|---|
| Online Safety (Designated Internet Services – Class 1A and Class 1B Material) Industry Standard 2024, F2024L00710, Part 3 | The basis of our Phase 1 assessment of class 1A and class 1B risks. | Content restrictions, review before publication, reporting, removal, escalation and compliance records. |
| Designated Internet Services Online Safety Code (Class 1C and Class 2 Material), Head Terms and Schedule 6 | The basis of our Phase 2 assessment of online pornography and self-harm risks. | Age assurance before restricted access, content controls, user safety information and review of material service changes. |
Our Content Standards explain how we apply Australian classification categories to submitted images, including rejection of X18+ and Refused Classification material. These content decisions are separate from age and identity checks. The assessment determinations below are internal risk decisions, not regulatory approval of the business or each image.
Governance and risk assessments
Both directors oversee online safety and staff coverage. At least one director is available for escalation. Photo reviewers must be competent to apply the content rules. Staff responding to reports are trained in our report and complaint procedures. We assess staffing against the review and reporting workload, while keeping unreviewed photographs unpublished.
Our directors have approved the Phase 1 and Phase 2 online safety risk assessments, version 1.9 dated 5 October 2026:
| Assessment | Recorded determination |
|---|---|
| Phase 1 — class 1A and class 1B material | Tier 2; Moderate overall risk. |
| Phase 2 — online pornography | Tier 2; Moderate risk. |
| Phase 2 — self-harm material | Tier 3; Low risk. |
These are U Up's internal assessments of the service and its controls. They do not represent a regulator endorsement or a formal classification of individual photographs. The assessments consider the risks that remain, including incorrect content decisions, shared accounts or devices, failed age checks and failures to restrict access.
We assess material service changes before introducing them and update the assessments where required. For changes to messaging, media formats, permitted content or access controls, we consider the effect on risk and whether notification is required.
Reports and safety records are kept for two years after the end of the calendar year in which the matter closes. Records of online safety compliance actions also meet the minimum of at least two years after the action's calendar year ends. We use the later applicable date and follow any lawful preservation requirement. For example, a matter closed in 2026 is kept until at least 31 December 2028; one closed in 2027 is kept until at least 31 December 2029.
eSafety and independent reporting
The eSafety Commissioner is Australia's independent online safety regulator. Its industry codes and standards information explains the framework for online services. Our dedicated in-app safety information links to eSafety, reporting and parental-control guidance.
You do not need U Up's permission to contact eSafety. Use eSafety's reporting service to select the relevant type of harm and follow its current requirements. Some complaint pathways require a report to the platform first; the requirements depend on the category. Suspected online child sexual exploitation can also be reported through the AFP-led Australian Centre to Counter Child Exploitation.
Parents, carers and support
If you believe someone under 18 has an account or can access restricted material, contact [email protected]. Do not create an account for them or send further restricted imagery to demonstrate the concern.
Parents and carers can use eSafety's guidance on device settings, parental controls and online safety conversations. These measures complement the platform's age restrictions.
For personal support, contact Lifeline, 1800RESPECT, Kids Helpline or Beyond Blue. In an emergency, call 000.
Contact
U Up Pty Ltd · ABN 27 699 494 525 · ACN 699 494 525 · Australia
Safety: [email protected]. General enquiries: [email protected]. Phone: +61 447 972 337. Ordinary support hours: Monday–Friday, 9 am–5 pm AEST, Brisbane time. Urgent safety reports follow the daily coverage and escalation described above.