Information and infrastructure
Information is encrypted in transit. OVHcloud hosts the website and application in Sydney, and Cloudflare protects website and app traffic against abuse. Access to internal systems is limited to staff who need it, and staff accounts use two-step sign-in.
We use specialist providers for verification, payments, hosting, email and text messages. The Privacy Policy identifies the information shared with them and explains overseas processing.
Recovery copies
We encrypt recovery backups before they leave the server and store them in Australia. The directors control backup decryption access. Recovery copies support restoration of application records and uploaded files after a failure. Access remains restricted, and retained information follows the purposes and requirements explained in the Privacy Policy.
Accounts and recovery
We review suspicious, duplicated, fraudulent or misleading accounts and restrict them where needed. We confirm account ownership before changing sensitive sign-in details. Support does not bypass age or identity checks to restore access.
Keep your account details accurate. Do not share passwords, access links or verification codes. Tell us promptly if someone may have accessed your account or if a message asks you to disclose credentials. Do not send a password or verification code in a support email.
Access to adult material
VerifyMy verifies clients' age before they can see provider photographs or service labels, and verifies providers' age and identity using government photo ID before listing approval. Signing in alone does not establish that an age check has passed.
The server withholds provider photographs and service labels from unverified users, including attempts to request protected images directly. Guest placeholders do not disclose uploaded photographs. A failed check, timeout or unavailable verification service leaves access restricted.
U Up keeps each provider's date of birth and one selfie, and collects each client's date of birth directly. The provider supplies the identity selfie before listing photographs can be approved. It supports comparison with those photographs and reconfirmation every three months. Only authorised U Up staff can see it, and access is recorded. Verification does not guarantee conduct or safety, and no check eliminates the risk of impersonation or misuse.
Publication controls
Staff review every original photograph, replacement and final cropped or blurred version before publication. A pending review does not authorise publication. Photos must show the verified provider alone and be assessed as R18+ or lower. We reject actual sexual activity, X18+, Refused Classification and uncertain images.
Bios and provider-authored automatic message wording are reviewed before use. Booking communication has no image attachments or open chat. Short client door or gate notes are a limited text route and remain subject to our rules. See Content Standards and Age and Identity Verification.
Payments and misuse
U Up processes its own duration-based platform booking fee.
Complete card credentials are entered through the gateway's secure fields. U Up's servers do not receive full card numbers or security codes. PayID payments go to U Up's bank account. We review failed, duplicate, disputed or suspicious payments and reconcile refunds against the original transaction.
Standard card requests, instant bookings and PayID requests have different payment timing. Fees and Payments explains when each payment is charged. A good-faith refund request or bank dispute is not itself evidence of misuse and does not justify punishment.
Responding to incidents
When a problem is reported, we assess its urgency and restrict affected access where needed. We investigate the cause, record the decision and action taken, and address the underlying failure. For an incident involving personal information, we consider the harm that exposure of booking, identity or location details could cause. We give affected people protective information and make the notifications required by law. See the Privacy Policy for breach response and personal-information rights.
Report a security issue
Email [email protected] about suspicious access, possible vulnerabilities, unexpected payments or account takeover. Include the affected page or booking reference, what happened and when. Do not include credentials, full card details or unnecessary personal information. Report a suspected vulnerability without accessing other people's data or disrupting the service.
For harmful content, suspected underage access or an age-gate failure, email [email protected], with URGENT in the subject for a serious concern. Anyone may report, including people without an account. Signed-in users can also report a listing or photo in the app. Do not download or forward suspected child sexual abuse material; provide its location and a description instead.
The safety inbox is checked every day, including weekends. Urgent reports reach the directors and receive a review response within 24 hours. We take protective action sooner where required. Call 000 if someone is in immediate danger. The full process is in Complaints and Reporting.
Contact and updates
U Up Pty Ltd · ABN 27 699 494 525 · ACN 699 494 525 · Australia
[email protected] · +61 447 972 337
General support: Monday–Friday, 9 am–5 pm AEST (Brisbane). We update this page as the service and its safeguards change.