Support

Overview

U Up Pty Ltd operates a technology platform for structured booking requests. Support is available for issues related to the U Up website, platform, email-based access, mobile verification, accounts, staged booking workflow, controlled booking-status responses, platform policies and U Up's platform booking fee where payment functionality is available.

U Up support does not replace the independent obligations of providers. Independent providers remain responsible for their own services, pricing, availability, conduct and external obligations.

Contacting support

Users can contact U Up support by email at [email protected] or by business phone at (+61) 447 972 337.

To help us review an enquiry quickly and accurately, users should include clear details and any relevant supporting information.

Please include where relevant:

• Your name and contact details.
• Your account email, access-link email or phone number.
• Booking reference, booking workflow status, provider response, confirmation details, platform fee receipt or transaction details, if available.
• A clear explanation of the issue.
• Any screenshots, receipts or supporting information.

What support can help with

U Up support may assist with platform-related enquiries, operational issues and policy questions.

Support may assist with:

• Account access, email-based access link or profile questions.
• Staged booking request workflow issues, including mobile verification, provider response or user confirmation questions.
• Platform booking fee questions where payment functionality is available and required workflow steps have been completed.
• Refund request enquiries.
• Duplicate or incorrect platform fee payment questions where payment functionality is available.
• Provider onboarding, account review, profile review or verification questions.
• Technical issues or platform errors.
• Safety, conduct or Community Guidelines concerns.

What support cannot control

U Up operates the technology platform, staged booking workflow and controlled booking-status communication. U Up is not the employer, agent or representative of independent providers. Independent providers remain responsible for their own services, service delivery, pricing, availability, service terms and external obligations.

Support may not be able to control:

• A provider's independent service delivery.
• A provider's pricing, availability or separate service terms.
• Payments made directly between a client and provider outside U Up.
• External arrangements made outside the platform workflow.
• Issues caused by inaccurate information provided by a user.

Booking support

U Up may assist with questions about booking requests, booking status, mobile verification, provider notifications, provider acceptance or decline, user confirmation to proceed and platform workflow issues within the U Up platform.

Users should contact support if they believe a booking request was not processed correctly, if a provider declines or cannot accept a request, if the user confirmation step did not work correctly, or if there is a platform issue affecting the booking workflow. U Up may review available platform records, controlled booking-status records and payment-related records where available to help assess the issue.

Payment and refund support

Where payment functionality is available, U Up may review enquiries relating to U Up's own platform booking fee, payment status, duplicate charges, failed payments, refunds and chargebacks.

Payment support may include:

• Platform booking fee questions relating to U Up's own platform fee and the required workflow steps.
• Duplicate, incorrect or unexpected platform booking fee charges where payment functionality is available.
• Refund request enquiries.
• Failed payment or transaction status questions.
• Questions about whether the booking request completed the required workflow steps before U Up's platform booking fee was charged.
• Chargeback or payment dispute questions.

Account and profile support

U Up may assist with email-based access, account access, mobile verification, profile updates, provider onboarding questions, account review matters and verification-related enquiries.

Support may request:

• Information to verify account ownership, access-link use or mobile verification status.
• Updated contact or profile details.
• Additional information for provider onboarding or review.
• Evidence relating to a profile, account or support request.

Safety concerns

Users should contact U Up if they experience or notice suspicious activity, fake booking requests, misleading profiles, harassment, fraud, payment misuse, misuse of controlled booking-status responses, unsafe conduct or behaviour that may breach U Up's Community Guidelines.

U Up may review available account information, email-based access records, mobile verification records, booking records, controlled booking-status records, payment-related information where available, support messages and platform activity when assessing safety concerns.

Reporting content is a separate route

Support handles bookings, accounts, payments and platform issues. Content reports go to [email protected] instead. Use that address for anything that breaches the Content Standards, any case of age-restricted material reaching someone who has not passed an age check, anything involving a person who may be under 18, or a concern about U Up's own compliance with the Age-Restricted Material Code.

The safety address is open to anyone, including people without an account and people who are not signed in. Put URGENT in the subject line if the matter is serious. The full process is set out in the Complaints and Reporting Process.

Response times

U Up aims to respond to support enquiries during business hours. Response times may vary depending on the nature, urgency and complexity of the enquiry.

Standard business hours are Monday - Friday | 09:00 - 17:00 AEST, excluding public holidays in Australia.

Complex matters, payment reviews where payment functionality is available, refund requests, provider verification issues, booking workflow reviews, complaints or safety reports may require additional review time.

Complaints and escalation

If a user is not satisfied with the initial support response, they may ask for the matter to be reviewed again or use the Complaints and Reporting Process.

Complaint requests should include:

• A clear explanation of the issue.
• The outcome the user is seeking.
• Any relevant booking, account, platform fee payment, provider response, user confirmation or support references.
• Any supporting information not previously provided.

U Up will review complaints based on the information available, platform policies, mobile verification records where available, platform fee payment records where available, booking records, controlled booking-status records and applicable legal, compliance or risk management requirements.

Changes to this page

U Up may update this Support page from time to time to reflect changes in the platform, email-based access, mobile verification, controlled booking-status communication, booking workflow steps, support process, business operations, payment-related workflows where available or legal requirements.

The updated version will be posted on this page with a revised "Last Updated" date.

Contact us

If you need support or have questions about email-based access, mobile verification, booking workflows, payment status, safety concerns or this page, please contact U Up Pty Ltd. For formal complaints, and to report content, please refer to our Complaints and Reporting Process.