Privacy Policy

Who we are

U Up Pty Ltd (ABN 27 699 494 525, ACN 699 494 525) ("U Up", "we", "us") is a booking platform that connects adults with independent adult service providers for in-person bookings, in Australia.

We use personal information for the purposes described here and limit access to the people who need it. This policy covers clients, providers and people who contact us without an account.

U Up is for adults only. We do not knowingly collect information about anyone under 18. If we learn that an account belongs to someone under 18, we close it.

How the service handles payments and communication:

U Up charges a platform booking fee.
We do not sell personal information, and we do not share it for advertising.
Messages between clients and providers are limited to the booking. There is no open chat: most messages are set options, and any wording a provider writes is reviewed by U Up before it is used.

The information we collect

From clients:

Your name, email address, mobile number and password, to run your account and send booking messages.
Your age-check result: whether you passed, the method used and when.
Your date of birth, which you give at signup to confirm that you are 18 or over. We keep it while your account is open. If you do not finish signing up, we delete it within three days.
Booking records: the provider, date, time, length, the services you chose, the booking status and U Up's booking fee.
An outcall address (where the provider comes to you) and any entry note you add, such as a gate code, if you book an outcall.
Booking messages exchanged with a provider.
Payment records: the amount, the time and the payment method. U Up stores no full card numbers or card security codes. With PayID you pay straight to U Up's account; with a card, the gateway handles complete card credentials; our servers receive limited transaction information, not full card numbers or security codes. For a PayID payment, we receive the payer's name and bank account name as shown by the bank.
Bank account details (BSB, account number and account name), only if a refund is paid by bank transfer.
Cancellation credit and any promotional code applied to a booking.
Records of your standing on U Up: no-shows, cancellations after 'On my way', blocks by a provider, upheld complaints, bans and other safety decisions, and notes recorded about a booking.
Fixed-choice feedback about a booking, including a provider's subjective answer to whether payment went without issue. A rating records the user's experience; it is not a verified finding about payment, service delivery or consent. We also keep any separate payment-discrepancy report submitted by a provider. A report records an allegation, not an established fact.
Anything you attach to a dispute or a report.
Support requests, reports and complaints you send us.
Device and log data: IP address, browser type and times of access. Website technologies can also record referral or campaign information and pages viewed, as described in the Cookie Policy.
If you turn on notifications, a notification token for your device.

From providers:

Email address, mobile number and password.
The result of your age and identity check by VerifyMy (that you passed, and the date) and your date of birth. Your listing shows your age, never your date of birth.
One identity selfie, supplied before listing photographs can be approved. It supports comparison with listing photographs and reconfirmation every three months that the person using the account is the account holder. We keep one current selfie, accessible only to authorised U Up staff.
Your listing: working name, suburb, age (from your date of birth), height, weight, rates, availability, the services you offer, your bio and your photos. You can optionally add bust information later in your account.
Your exact incall location (where clients come to you) and any travel locations. Neither is shown on your listing. Your incall address is sent only to the client of a booked incall, on the day, when they arrive.
Booking records and booking messages.
Records of your standing on U Up: strikes, upheld complaints and other safety decisions, notes recorded about a booking, and anything you attach to a dispute or a report.
Support requests, reports and complaints you send us.
Device and log data.
If you turn on notifications, a notification token for your device.

From people without an account:

If you contact us or make a report, we collect what you send us and your email address if you give it. Reports can be made anonymously.
If you give your email address on one of our sign-up pages, we collect it to send your access link (and, for providers, to process your application).

Some information on U Up is sensitive information under the Privacy Act, which gives it extra protection.

A client's booking record shows the services booked, which can reveal sexual practices or preferences.
A provider's listing shows the services offered, which can reveal sexual practices.
We also give a provider's date of birth, selfie and identity check result the safeguards we apply to sensitive information.

We collect sensitive information only with your consent and only where we need it to run U Up. We ask you to make a separate consent choice and record that choice, its timestamp and the wording version presented to you.

For clients, consent covers collecting the selected services, using them to run the booking, sharing them with the chosen provider and keeping the booking record under the retention rules below.

For providers, consent covers collecting date of birth, selfie, identity check result and listed services. We use this information to verify the account holder, check that the same person continues to use the account and run bookings. We show the listing to clients who have passed the age check, but never the provider's date of birth, selfie or identity check result. The retention rules below explain what we keep.

You can withdraw consent by closing your account. “Retention and account closure” below explains how to do this and which records still need to be kept. We never use sensitive information for marketing.

Understanding your choices

Reading this policy explains our practices. Acceptance of the user agreement and consent to collecting sensitive information serve different purposes. The separate sensitive-information choice records the wording presented, your decision and its time.

Required age and identity checks remain conditions of the access described in Age and Identity Verification. If those checks cannot be completed, that access remains unavailable. Contact support if you need help with a check or a privacy request.

Account closure ends future use of the account. It does not immediately erase every transaction or safety record. The retention and account-closure sections explain the specific information kept, why it remains necessary and the applicable periods. These rules also cover information held for U Up by its service providers.

How we collect and hold information

We collect most information directly from you: when you join, build a listing, make or respond to a booking, contact us or make a report.

We also collect information:

from the other party to a booking, through the booking itself;
automatically, when your device connects to our website or app (device and log data);
from our age and identity verification provider, which sends us the result of your check; and
from our payment gateway and our bank, which send us a payment record.

We hold information electronically using our application systems and the service providers described below. Information is encrypted in transit, and access is limited to people who need it for their role. Supplier-held copies remain subject to the relevant purposes and retention rules in this policy.

Why we use it

We use personal information to:

create and run your account, and confirm your email address and mobile number;
verify that providers and clients are adults;
show provider listings to clients who have passed the age check;
send, manage and complete bookings, and send booking messages;
charge U Up's booking fee, give refunds and credits, and handle payment disputes and chargebacks;
review listings, photos and bios against our content standards, and remove what breaks them;
prevent fraud, misuse and attempts to get around our safety rules;
deal with reports, complaints and support requests;
keep records the law requires, including tax records; and
meet our legal obligations and respond to lawful requests from regulators, courts and police.

We do not use personal information to train machine-learning models.

We share only what each recipient needs.

The other party to your booking. The provider receives the time, length and selected services. For an outcall, the provider receives the address and entry note when those details are released for the booking. The client sees the provider's listing and, for an incall, the address when it is released on the day.

A provider can also open four yes-or-no history answers for their own pending request, or an accepted instant booking before it starts:

Has another provider blocked the client?
Does an upheld provider complaint against the client still stand?
Does the client have a current missed-appointment strike?
Has the client lost a claim that a provider did not attend?

These answers are fixed when the request is sent. They do not disclose the client's identity or a numerical score. We do not disclose your account name, mobile number or email address to the provider. Please do not put those details in an entry note.

Services that help us operate U Up:

Our age and identity verification provider, VerifyMy. It carries out the check on its own systems.
Our payment gateway, which processes card payments of U Up's booking fee. You enter complete card credentials into its secure fields. Our servers receive limited transaction information, not full card numbers or security codes.
Our bank, which receives PayID payments and makes bank-transfer refunds.
OVHcloud, which hosts our website, app, database and uploaded files in Sydney. Application records include accounts, bookings, payment records, messages, photographs and staff records. Encrypted recovery backups are stored in Australia.
GoHighLevel (LeadConnector), which keeps contact records and sends our emails through our Google Workspace mailbox. Contact records contain an email address and relevant request, account-role and consent tags. GoHighLevel processes the subject and body of emails sent through it, including access links and account messages. We do not send names, mobile numbers or booking details as contact fields. Having a contact record does not subscribe you to marketing.
Google Workspace, which hosts our business email, including [email protected] and [email protected]. GoHighLevel sends account emails through the Workspace mailbox. Workspace holds sent emails, replies and delivery information.
Google Fonts, which supplies the typefaces on our company and policy pages. Your browser requests these files directly from Google, sending the technical information needed for the request, including your IP address.
Cloudflare, which sits in front of our website and app and protects them from abusive traffic. Traffic to and from them passes through Cloudflare.
Mobile Message, which sends requested verification codes to Australian mobile numbers. These texts do not contain booking details. Cellcast is the alternative SMS service where used for this function.
The notification service of your phone or browser, which delivers app notifications if you turn them on. Client alerts generally signal that an update needs attention; arrival alerts can include suburb and time. Provider alerts contain relevant booking information such as time, duration, location and the provider's own rate, but not the client's identity or U Up's client-side fee. Consider who can see your lock screen and use your device notification settings.
Banks and card schemes, when we handle a payment dispute or chargeback. They receive the booking's date, time, length, fee and status, the payment record, recorded booking events and the accepted Terms version and time. The bank export does not include the services booked. Recorded events support the review; they do not by themselves establish service quality or continued consent.
Our professional advisers, such as lawyers and accountants, under a duty of confidentiality.
Regulators, courts and police, where the law requires or allows it.

Information that may go outside Australia

Our app and website hosting and encrypted backup storage are in Australia through OVHcloud. Mobile Message processes verification-code texts in Sydney.

GoHighLevel stores contact and email information in the United States. VerifyMy is a UK company and stores verification data in the European Economic Area. Google Workspace may process email information outside Australia; its processing arrangements depend on the account's data-region settings and the services involved. Google Fonts, device notification services and card-processing services may also handle technical or transaction information overseas. The information involved is described under “Who we share information with”.

Cloudflare operates a global network and can process IP addresses and request details outside Australia. Verification and payment providers show their own privacy notices during the check or payment. You can contact us for information about how a service provider handles your information.

We limit overseas disclosures to the stated purposes and assess arrangements with service providers as part of our privacy and security processes.

Retention and account closure

Financial records: retained for seven years, with longer retention only where a specific legal obligation or documented hold requires it. These records are limited to information needed for accounting, tax and the transaction record, such as the reference, amount, date, GST and refund history. This period does not automatically apply to selected services or other sensitive booking details.
Selected services and other sensitive booking details: retained only while needed to manage the booking, complete an applicable review or dispute process, or meet a specific legal or safety-record requirement. We review these fields when the booking and applicable review, appeal and payment-dispute windows have closed. Information no longer needed is deleted or de-identified. Where particular evidence must be preserved, we restrict access, record the reason and review date, and remove it when the need ends.
Booking messages: messages close when a booking ends. You and your provider can read the conversation for 7 days after the booking's scheduled end; after that it is hidden from both of you except where access is needed for an open review or appeal, or while an appeal remains available under the booking review process. We keep a staff-only copy for 2 years after the booking's scheduled end, then delete it. If a message is needed as evidence for an online safety compliance action, the applicable compliance-record minimum also applies. A lawful preservation requirement can require longer retention; access remains restricted.
Outcall address: shared with the provider for that booking only and kept with the booking record while needed. On your own account closure, precise addresses and entry notes are deleted unless a specific applicable record or preservation requirement applies, as explained below.
Refund bank details: deleted once the refund claim is settled.
Support tickets: 2 years after final closure. If a matter reopens, the period runs from its final closure.
Device and operational logs: 90 days, unless selected records are needed for a documented incident, dispute or lawful preservation requirement.
Reports and safety records: 2 years after the end of the calendar year in which the matter finally closes. Online safety compliance-action records also meet the minimum of 2 years after the end of the calendar year of the action; the later applicable date controls.
Dispute attachments: until the applicable dispute, appeal and chargeback windows close, or longer where selected evidence is needed for an applicable safety-record requirement or lawful hold.
Everything else: only while needed for a stated purpose, applicable record-keeping duty or documented hold, then deleted or de-identified so it no longer identifies you.
Account details, listings and age-check results: while your account is open, then as described under "Closing your account" below.
A provider's identity check result, date of birth and selfie: while the account is open, then as described under "Closing your account" below.
Information needed to enforce an account restriction: for the applicable restriction, including the mobile-number record needed to prevent re-registration. Repeated no-show or late-cancellation bans follow the six-month, twelve-month and permanent-closure ladder in the Terms. Permanent closure prevents re-registration; related restriction evidence is limited to that purpose. Other serious-breach restrictions follow their recorded duration.
After a client account with standing strikes, a provider's block or an upheld complaint is closed: a secret-keyed fingerprint of the mobile number (never the number itself), linked only to those records and kept only while each one stands, so they apply again if the number is used to join again.

Closing your account

You can close your account in the app or by emailing [email protected]. A provider cannot close while a confirmed booking is upcoming or under way. Closure cancels upcoming bookings under the Refunds and Cancellations and ends unspent credit.

On your own account closure, we delete identifying profile details, including name, email, phone number, date of birth and precise addresses, and a provider's selfie and listing photographs, subject to a specific applicable record or preservation requirement. A retained booking may contain the limited details described above, including its suburb where needed. We continue to protect retained records as personal information wherever a person remains reasonably identifiable; removing a profile alone does not make a booking anonymous. Deleting an account does not erase the other party's legitimate booking record.

Once account closure is complete, we delete or de-identify routine age-check results unless a specific complaint, transaction obligation or documented safety or legal hold requires them. We retain only the minimum consent evidence needed for processing or records that legitimately remain: the choice, wording version, timestamp and necessary record link. When that purpose ends, we delete or de-identify the evidence and unnecessary account linkage. We keep process and control evidence separately where it does not need to identify individual users. Verification inputs and decision records serve different purposes and are not all kept for the same period. VerifyMy handles the inputs supplied to its own checks under its own notices; U Up's directly collected provider selfie and date of birth follow this policy.

If U Up closes an account for a Terms breach, we retain the information needed as evidence and to enforce the applicable restriction. Safety records follow the period measured from the end of the closure year, together with any later minimum for a compliance action. Retention is limited to the applicable purpose and record, with restricted access. A lawful preservation requirement can require longer retention.

These retention rules also apply to copies held for U Up in GoHighLevel and other service provider systems. A contact or email record is not kept indefinitely simply because another service holds it. Account closure and deletion include those copies, subject to necessary records, the supplier's processing arrangements and lawful holds.

A copy of your data

Email [email protected] to request the personal information we hold about you. We provide a copy within 30 days, subject to the access and correction process below.

How identity and age checks work

Providers. VerifyMy verifies each provider's age and identity using government photo ID. U Up then checks that listing photographs show that provider before approving the listing. U Up keeps the result of the check and its date, the provider's date of birth and one current identity selfie. The selfie is supplied before listing photos can be approved. It supports photo comparison and reconfirmation every three months that the person using the account is the account holder. Clients are shown only the provider's age.

Clients. Before seeing adult material or booking, every client passes an age check run by VerifyMy, an independent age and identity verification provider, on its own systems. VerifyMy may use a face-based age estimate or an identity document. From VerifyMy, U Up receives only the result: whether you passed, the method used and when. VerifyMy does not send us your face scan, your document or your date of birth.

U Up contains adult content, including nudity. It is for adults 18 and over and is not suitable for children. Before you can see any photo, you are asked to declare that you are 18 or over. Parents and carers can find information about parental controls from the eSafety Commissioner at esafety.gov.au/parents.

Decisions made by software

Some decisions on U Up are made by software alone:

Closing a booking request that is not answered in time.
Closing a booking when its card charge fails and pausing new requests after repeated payment failures.
Applying a ban after repeated no-shows or late cancellations.
Applying strikes, blocks and upheld complaints again when a mobile number is used to join again.
Making an uncontested no-show refund.
Refusing text that contains contact details.
Refusing a sign-up or code that fails the automated robot check.

These decisions use your booking and payment records, your standing records and what you type or submit.

In other decisions, software plays a substantial part: whether a client or provider passes the age or identity check (made by VerifyMy); whether a listing is shown to clients; and the order in which listings appear, which takes account of a provider's strikes. They use your check result, your listing details and your standing records.

You can ask for a review by contesting a no-show or a ban in the app, or by raising a dispute on the booking.

If you think an automated decision about you is wrong, contact us at [email protected].

Marketing messages

Marketing requires your separate voluntary opt-in. Creating an account or contacting support does not subscribe you to marketing. Marketing messages identify U Up, include a simple unsubscribe route and are stopped promptly on unsubscribe. We never use bookings or other sensitive information for marketing.

Cookies

Our Cookies and Website Technologies policy explains website security cookies, analytics and browser storage in the app, including which technologies are supplied by other companies and how to control them. No advertising pixels are used.

Security and data breaches

We protect personal information with measures that include encryption in transit, two-step sign-in for staff accounts, and access limited to the people who need it. U Up stores no full card numbers or card security codes; complete card credentials are handled by the payment gateway and do not pass through our servers. No system is perfectly secure.

We act promptly on a suspected data breach. We contain the problem, assess what information and people are affected, and decide who needs to be notified. Where the Notifiable Data Breaches scheme applies, we assess its notification requirements, including whether remedial action prevents likely serious harm, and make required notifications.

Accessing and correcting your information

You can ask what personal information we hold about you, and ask us to correct anything that is wrong, out of date or incomplete. Email [email protected]. We check that the request comes from the right person, review the relevant records and respond within 30 days. If we refuse a request, we explain why in writing and how to complain.

Complaints

To make a privacy complaint, email [email protected] with the subject "Privacy complaint". Complaints are acknowledged within 2 business days, with a written outcome within 10 business days.

You can also complain to the Office of the Australian Information Commissioner at oaic.gov.au or on 1300 363 992. The OAIC generally asks you to complain to us first. If you are not satisfied with our response, or we have not responded within 30 days, you can lodge a complaint with the OAIC. Its jurisdiction and complaint requirements apply.

Changes to this policy

If we change what we collect, why we use it or who we share it with, we update this page first and notify account holders before a material change takes effect. The date at the top shows when this policy was last updated.

Contact us

Privacy enquiries go to [email protected].

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

General enquiries: [email protected]

Safety and reports: [email protected]

Phone: +61 447 972 337

Hours: Mon–Fri, 9 am–5 pm AEST (Brisbane time)

Collection notice

This notice summarises how we collect and use your information. Read it with this policy.

U Up Pty Ltd collects your information to run your account and bookings. Some of it, such as the services you book or offer, is sensitive information, and we collect it only with your consent. We share it only as our Privacy Policy describes, including with service providers outside Australia. Without it, we cannot provide U Up to you. Our Privacy Policy explains how to access or correct your information and how to complain.