Before you confirm a cancellation
The app shows the consequences for your booking before you select Cancel booking. These include the applicable refund, credit or fee outcome and any strike consequence. Check the displayed deadline and outcome before confirming. We record your final cancellation acknowledgment; there is no separate cancellation checkbox.
If you believe an outcome is wrong, use the review process below or contact support. Confirming a cancellation does not remove your consumer rights.
What this policy covers
U Up Pty Ltd connects adults with independent providers for in-person adult services. This policy covers U Up's duration-based platform booking fee.
This policy applies alongside your Australian Consumer Law rights. It does not limit them. If U Up's own service failed, a rule below retaining the fee does not remove your entitlement to an applicable remedy.
Read this with the Terms and Conditions and Fees and Payments.
When payment happens
| Booking and payment | What happens |
|---|---|
| Standard card request | The fee is authorised when sent and charged only on provider acceptance. An authorisation reserves funds; it is not a settled charge. |
| Standard PayID request | You pay U Up's fee when sending the request. The declined or unanswered request rules below apply. |
| Instant incall booking | The booking is immediately confirmed and charged. The provider must enable this option; the app explains the immediate charge before payment. |
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 gateway and do not reach U Up's servers. PayID payments go to U Up's business account.
For a standard card request, you can withdraw within 30 seconds of sending it without the provider being notified. U Up reverses the authorisation. If the provider declines or does not answer within the response window, nothing is captured, the authorisation is reversed and any credit used is returned. Your bank controls when a released hold stops appearing on your account.
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.
When you receive a full refund
U Up refunds its booking fee in full when:
- You cancel at or before the free cancellation deadline.
- The provider cancels or cannot proceed with a confirmed instant booking.
- A provider no-show is uncontested after its seven-day contest period, or review resolves it in your favour.
- U Up declines or pauses a booking after charging the fee.
- U Up bans or freezes your account and cancels an upcoming booking as a result.
We start these refunds automatically when the qualifying outcome is known. A provider no-show that is contested waits for human review. You do not need to raise a bank dispute to receive an automatic refund.
The booking that caused a ban or freeze is considered under its own facts and rules; it is not automatically refunded merely because the account is restricted. Error, review and consumer rights provisions still apply.
Client cancellations
The actual free cancellation deadline is shown before payment and recorded with your acceptance of the Terms. The following rules apply to confirmed bookings.
| When you cancel | Booking of twelve hours or less | Booking longer than twelve hours | Outcome |
|---|---|---|---|
| At or before the free cancellation deadline | At least 24 hours before start | At least twice the booked length before start | Full refund of U Up's fee |
| After that deadline and before the later cutoff | Less than 24 but more than twelve hours before start | Less than twice the booked length but more than the booked length before start | Fee retained; credit of half the fee actually paid, including GST, only if that half is at least A$50 |
| At or inside the later cutoff | Twelve hours or less before start | The booked length or less before start | Fee retained; no credit |
After you tap On my way, cancellation does not qualify for cancellation credit. This does not remove an applicable entitlement to a full refund, a remedy for U Up's own failure or your statutory rights.
A sixteen-hour booking has a full refund deadline 32 hours before its start and a credit cutoff sixteen hours before its start. Cancelling by the first deadline gives a full refund; cancelling after it but more than sixteen hours before the start gives eligible credit; sixteen hours or less before gives no credit.
For a two-hour booking, U Up's fee is A$132 including GST. Cancelling eighteen hours before the start gives A$66 credit. Cancelling ten hours before the start leaves the fee payable with no credit. For a one-hour A$66 booking, half is A$33, below the A$50 threshold, so the middle window does not generate credit.
How cancellation credit works
Credit is a discount on a future U Up booking fee, not money held for you or a provider. It is half the fee you actually paid, GST included, and is issued only when that half is at least A$50.
- Credit expires ninety days after issue.
- Until day sixty it can be used with the same provider. From day sixty until expiry it can be used with any provider.
- If that provider blocks you, you can use it with any provider immediately. Credit issued for a cancellation recorded as a safety concern is usable with any provider from issue.
- Credit applies to U Up's booking fee and cannot be transferred, withdrawn or exchanged for money.
- Unspent credit ends if you close your account.
If a standard card request is declined or times out, credit applied to that request is returned. A promotional reduction is not cash paid: a cash refund returns the amount actually paid.
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.
Provider no-shows and contested outcomes
If the provider does not arrive, the in-app report window runs from five through fifteen minutes after the scheduled start, including both endpoints. The relevant arrival or waiting step must be recorded, the fee paid, and the meeting code must not have been verified. For an incall booking, the report option remains unavailable if you have recorded your arrival at the street but the exact address is still withheld because the provider has paused its release or has not supplied the required address. The app shows the available steps.
If you cannot report through the app, contact support. The in-app timer does not prevent you from asking support to review the issue or claiming a remedy available under consumer law.
The provider has seven days from your report being recorded to respond and contest it. If they do not, U Up initiates the refund automatically when that period ends. PayID returns are processed within two business days after becoming due; your bank may take additional time to make the refund available. If they contest it, a person reviews the booking record and relevant evidence before deciding.
If a provider records that you did not arrive, U Up keeps its fee unless a review finds for you. You can contest that record in the app within seven days. If the provider ends the booking at its start for a reason such as intoxication, drugs or abuse, the fee is kept; you can contest that decision within seven days. A decision in your favour results in a refund.
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.
Upcoming bookings cancelled because of the restriction receive refunds; the triggering booking is reviewed under the relevant rules.
Errors and failures of U Up's service
We refund the amount concerned if:
- The same booking fee was charged more than once.
- The wrong amount was charged.
- The fee was charged without the required booking steps completing.
- A fault in U Up's service prevented a booking from going ahead or caused the charge.
These refunds are not discretionary. We check the payment and booking history and refund the amount charged in error.
Tell us promptly if your card was used without permission: we refund the charge to your card and close the account that used it. Where a bank dispute is already open, we coordinate the payment outcome to avoid duplicate refunds.
When the fee can be retained
We may keep the fee under the cancellation or client no-show rules above, or if we uphold a provider's decision to end the booking at its start. A refund claim may also be refused where a booking used false identity details or the claim is fraudulent. None of these provisions limits statutory rights or turns a proven payment error into a valid charge.
Refund requests are assessed against U Up's booking fee, the grounds in this policy and applicable consumer rights. A provider no-show follows the process above.
If you close your account, upcoming bookings are cancelled at that time under the ordinary cancellation rules and unspent credit ends.
Where refunds go and how long they take
Card payments are refunded to the original card. PayID payments are refunded to the originating bank account using the bank's payment record. If that PayID return fails, we ask you through the app for an account in your name. If a card cannot receive a refund, for example because it is closed, we arrange a bank transfer to an Australian account in your name. Bank details supplied for that purpose are deleted when the refund settles.
Automatic refund entitlements are recorded as soon as the outcome is known. For an uncontested provider no-show, that is when the seven-day period ends. U Up processes each PayID refund within two business days after it becomes due. Other refund requests are decided within ten business days.
The processing deadline is separate from bank arrival: allow five to ten business days after processing for the refund to reach you. Contact us if it has not arrived so we can check its status.
If a promotional code reduced your fee, the refund is the amount actually paid. Cancellation credit is not paid in cash.
Requesting a review
If a fee was kept or charged wrongly, raise the issue on the booking in the app within 48 hours after the booking ends. A person reviews it. If no refund is given, you can request one further review within 72 hours of receiving the outcome. That is the final internal review. You can still contact your bank or a regulator, take a matter to court or exercise your statutory rights.
Client no-show and start-of-booking termination contests have the separate seven-day periods above. After any of these periods you can still contact us, and Australian Consumer Law rights remain unaffected.
If you cannot use the app, email [email protected] or call +61 447 972 337. Include your name, account email or mobile number, booking reference, charge date and amount, and a short explanation. Receipts or relevant screenshots can help; do not send full card details, passwords or verification codes.
Bank disputes and chargebacks
We encourage you to contact us first because we can often resolve an error directly. You can raise a good-faith dispute with your bank; doing so is never a reason for an account restriction.
For a chargeback, we may supply the gateway, bank and card issuer with the booking date, time, length and status, payment record, record of the booking taking place, and the accepted Terms version and acceptance record. We do not disclose the services booked. Payment and dispute information is handled under the Privacy Policy.
Fraudulent claims or payment misuse may result in account restrictions. This is separate from exercising a genuine right to complain or dispute a transaction.
Changes and contact
We notify account holders by email or in the app before material changes take effect. A change never alters a booking already accepted. The revision date appears at the top of this page.
U Up Pty Ltd · ABN 27 699 494 525 · ACN 699 494 525 · Australia
Refunds and complaints: [email protected]. Phone: +61 447 972 337. Support hours: Monday–Friday, 9 am–5 pm AEST, Brisbane time. Business days exclude public holidays.
Complaints receive acknowledgement within two business days and a written outcome within ten business days. See Complaints and Reporting.