Contact details
U Up Pty Ltd · ABN 27 699 494 525 · ACN 699 494 525 · Australia
| Enquiry | Contact |
|---|---|
| Accounts, bookings, payments and general enquiries | [email protected] |
| Content, age concerns and online safety compliance | [email protected] |
| Business phone | +61 447 972 337 |
| General support hours | Monday–Friday, 9 am–5 pm AEST, Brisbane time |
Brisbane time does not change for daylight saving. Business days are Monday to Friday, excluding public holidays. U Up is an online service. You can reach our support team through the channels above.
Registered office
U Up Pty Ltd
23 Clare Street
SOUTHPORT QLD 4215
Australia
U Up operates online. This address is not a customer service location.
Response times
We acknowledge support emails within one business day. General support messages outside office hours are read at the start of the next business day. If a matter needs more investigation, we explain why and when to expect an answer.
Safety email receives an automatic acknowledgement and is checked every day, including weekends. Urgent reports are escalated to the directors and receive a review response within 24 hours. This does not delay earlier required restriction, removal or reporting. Email and phone support are not emergency services: call 000 for immediate danger.
What happens when you contact us
We identify the issue and check whether it needs urgent action. The person handling it reviews the relevant account, booking or payment records and asks for any information needed to understand what happened. We explain the outcome and the next step. If you think we have missed something, you can ask for a review.
What to include
Please include your account email or mobile number, any relevant booking or payment reference, what happened and how you would like us to help. For a booking issue, include its status and any relevant provider response. A receipt or a screenshot of an error can help, but remove unnecessary personal information.
Do not send passwords, verification codes, full card numbers or identity documents through ordinary support email. Do not download or forward suspected child sexual abuse material. A location or reference and description lets the safety team assess the report without unnecessary copies. You can report a safety concern anonymously. If you leave no contact details, we may be unable to send you the outcome.
Accounts and bookings
We help with sign-up, account recovery, provider onboarding, verification, profile questions, technical errors and booking requests that appear to have been processed incorrectly. We can review relevant account, booking, notification and payment records. Account recovery includes an ownership check and does not bypass age verification.
U Up connects clients with independent providers. Support handles the platform's accounts, booking process and fees. We also receive safety concerns and act on platform access or conduct within our rules.
Payments and refunds
Support reviews U Up's booking fee, including duplicate or incorrect charges, failed payments, refunds, cancellation credits and disputes.
Card refunds return to the original card; PayID refunds return to the originating bank account. The Refunds and Cancellations explains exceptions, cancellation deadlines, credits, the 48-hour fee-issue window and seven-day no-show contest periods. Contact us even if you have missed an app reporting window. Those processes do not remove your rights under the Australian Consumer Law or your ability to make a good-faith bank dispute.
See Fees and Payments for the different timing of standard card, instant booking and PayID payments.
Safety reports
Use [email protected] or the in-app Report button for prohibited content, photographs or service labels visible without age verification, suspected underage use, non-consensual imagery or a concern about U Up's own online safety compliance. Put URGENT in the subject for a serious matter. You do not need to identify a particular law or policy rule.
Conduct during a booking can be reported through the booking report in the app. If you cannot use that route or there is an urgent safety concern, contact the safety team. Our Complaints and Reporting page explains triage, responses and external reporting.
Support records
Support records are kept for two years after final closure. If a support matter is also a safety report or dispute, the applicable record-category period or lawful hold can require longer retention of relevant evidence. See the Privacy Policy.
Complaints and review
If you are not satisfied with a support reply, ask for review and explain what you believe was missed. You can also make a formal complaint through Complaints and Reporting. Complaints are acknowledged within two business days, with a written outcome within ten business days. If a case needs more time, we explain why and when you can expect the next response.
Privacy requests and complaints follow our Privacy Policy. Nothing on this page limits applicable consumer rights.