Refund Policy

Overview

Where payment functionality is available, users may enter payment details through an approved third-party payment processor during the booking request workflow. U Up's own platform booking fee is intended to be charged only after required workflow steps are completed, including mobile verification, provider acceptance and user confirmation to proceed.

This Refund Policy explains how refund requests for U Up's platform booking fee are reviewed and when a refund may or may not be available.

Refunds are assessed on a case-by-case basis and may depend on the payment record, booking request status, required workflow steps, provider acceptance or decline, user confirmation status, platform records, user conduct, support information and any relevant platform issue.

Scope

This policy applies only to U Up's own platform booking fee charged by U Up Pty Ltd where payment functionality is available and where the relevant booking workflow has progressed through the required steps.

It does not apply to any separate provider service fee, cash payment, direct transfer, third-party arrangement or other payment made directly between a client and an independent provider.

Eligible refunds

A refund of U Up's platform booking fee may be considered where there is a clear platform, payment or booking workflow issue relating to U Up's own payment flow after the platform booking fee has been charged.

Refunds may be considered where:

• A duplicate platform booking fee was charged in error.
• The wrong platform booking fee amount was charged due to a technical or processing error.
• A booking request cannot be progressed through the platform after U Up's platform booking fee has been charged.
• A booking request cannot reasonably be processed due to a U Up platform issue.
• U Up's platform booking fee was charged even though the booking request did not complete the required workflow steps.
• U Up determines, at its discretion, that a refund is appropriate based on the circumstances.
• An instant booking is charged and the provider cannot proceed. The platform booking fee is refunded in full to the card used.

For example, if a client is charged twice for the same booking request due to a payment processing error, U Up may refund the duplicate platform booking fee after confirming the payment records.

Instant bookings

Instant booking is opt-in for providers and is offered on incall bookings only. Unlike a standard booking, it is confirmed immediately and the platform booking fee is charged at the time of booking rather than held as an authorisation. A warning is shown before the payment step saying so.

Where a provider cannot proceed with a confirmed instant booking, the platform booking fee is refunded in full to the card used. That is a refund issued by U Up, not a chargeback, and it does not require the client to contact their bank. See How Payments Work for the full flow.

Cancellations

Users may cancel or stop a booking request through the platform workflow where cancellation functionality is available, or by contacting U Up support.

On a standard booking, U Up takes an authorisation, not a charge. Funds are reserved on the card and no money leaves the client's account. If the provider declines, or the acceptance window expires, the authorisation is explicitly reversed and nothing is captured. There is no refund to process, because no payment was ever taken.

U Up's own platform booking fee may be refundable only where required by law, where a duplicate payment or processing error has occurred, or where U Up determines that a refund is appropriate under this Refund Policy.

Provider service fees are separate from U Up's platform booking fee. U Up does not collect independent provider service fees, does not hold provider payout balances and does not process remittance payments to providers.

Independent providers remain responsible for their own availability, conduct, service delivery and any separate arrangements made with users.

Non-refundable circumstances

Where U Up's platform booking fee has been charged after the required workflow steps, the fee may not be refundable where the client changes their mind, misuses the platform, provides inaccurate information or otherwise creates a non-refundable circumstance under this policy.

Refunds may not be available where:

• The client changes their mind after confirming they wish to proceed through the platform workflow.
• The client provides incorrect, incomplete or misleading booking information.
• The client fails to attend, respond or use the controlled booking-status workflow appropriately after confirmation.
• The issue relates to a provider's separate service fee, payout, direct payment or external arrangement, which is not collected or controlled by U Up.
• The user breaches platform rules or engages in suspicious, abusive or fraudulent behaviour.
• The client attempts to bypass the platform workflow, controlled booking-status responses, payment controls, trust and safety processes or published policies.

For example, if a booking request has completed the required workflow steps and the client confirms they wish to proceed, then later changes their mind, U Up's platform booking fee may not be refundable.

Duplicate and incorrect payments

If a client believes they were charged more than once for U Up's platform booking fee, charged before the required workflow steps were completed, or charged the wrong platform booking fee amount, they should contact U Up as soon as possible.

U Up will review the payment record, booking reference and transaction status. If a duplicate or incorrect platform booking fee is confirmed, U Up may refund the relevant excess amount to the original payment method.

Chargebacks

Users are encouraged to contact U Up before initiating a chargeback or payment dispute with their bank, card provider or payment provider.

If a chargeback is raised, U Up may provide booking request records, payment records, mobile verification records, provider acceptance or decline records, user confirmation records, controlled booking-status records, platform activity, support communications and other relevant information to the payment processor, financial institution, fraud prevention provider or legal adviser where appropriate.

U Up may restrict or suspend account access where a user misuses chargebacks, makes false claims, submits fake booking requests, misuses controlled booking-status responses or engages in payment abuse.

Refund timeframes

U Up aims to review refund requests within a reasonable period after receiving the required information.

If a refund is approved, the refund will usually be returned to the original payment method used to pay U Up's platform booking fee. The timing of the funds appearing in the user's account may depend on the payment processor, card network or financial institution.

In many cases, refunds may take several business days after approval, depending on the payment method and processor timing.

How to request a refund

Refund requests relating to U Up's platform booking fee can be sent to U Up by email at [email protected] or by business phone at (+61) 447 972 337.

Please include:

• Your name, email address and phone number.
• The booking reference, if available.
• Any relevant booking workflow status, provider response or confirmation details.
• The platform booking fee payment date and amount.
• A short explanation of the refund request.
• Any relevant screenshots, receipts or supporting information.

U Up may request additional information before making a decision. Refund requests are assessed based on the information available at the time of review.

Changes to this policy

U Up may update this Refund Policy 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, business operations, compliance expectations or legal requirements.

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 policy.

Contact us

If you have questions about this Refund Policy, booking workflow status, payment status or need to submit a refund request relating to U Up's platform booking fee, please contact U Up Pty Ltd.