Your agreement with U Up
These Terms are the agreement between you and U Up Pty Ltd, ABN 27 699 494 525, ACN 699 494 525. They apply to the U Up website and app, account creation and every booking you make or receive through U Up. If you do not agree, do not create an account or use the platform.
The Privacy Policy, Refunds and Cancellations, Community Guidelines and Content Standards, as published when you accept these Terms, form part of the agreement. Fees and Payments explains how payments work. Later changes apply as described under Changes to these Terms below.
What U Up provides
U Up connects adults with independent adult service providers for in-person bookings. The services booked include sexual services. U Up provides the website and app, booking system, booking messages, verification arrangements, moderation, administration and support.
Providers are independent. They control their listings and availability and accept or decline requests through the platform. Instant booking is a separate option a provider chooses to enable.
U Up is available for bookings in Queensland, New South Wales and Victoria. Providers may list, and clients may book, only services delivered in those states. A listing or booking never authorises unlawful conduct. Providers remain responsible for their own conduct, services, taxes, insurance, licensing and other legal obligations.
Your agreement and recorded choices
These Terms are the user agreement for access to U Up's website and app and use of its booking service. They apply to clients and providers, with role-specific responsibilities explained below. The policies listed above form part of the agreement on the basis stated there.
Acceptance when joining and acceptance for an individual booking are separate records. Consent to handling sensitive information is a separate choice explained in the Privacy Policy. Before cancellation, the app displays the booking-specific consequences and records your confirmation.
Accepting terms, making a payment or using a meeting code does not establish consent to sexual activity. Personal consent must remain freely given and can be withdrawn.
Adults only and account verification
You must be at least 18. U Up contains adult content, including nudity, and is not suitable for children. Before viewing provider photographs or service information or making a booking, clients verify their email and mobile number and complete VerifyMy's age verification. VerifyMy verifies providers' age and identity using government photo ID before U Up approves their listing. The age declaration and adult-content warning do not replace verification.
Before verification, guests see only minimal listing information and non-content placeholders, never uploaded provider photographs or service labels. Access remains blocked if the required verification cannot be completed. See Age and Identity Verification for information collected and how the checks operate.
You must give accurate, current information, hold only one account and never use another person's identity. Keep login details, verification codes and access links private. Tell [email protected] promptly if you suspect unauthorised access. Do not bypass email or mobile verification, age checks, identity checks, booking, payment, messaging or security controls.
Parents and carers can find guidance about parental controls at eSafety for parents.
Making a booking
Choose the provider, services, date, time and booking length, then send the request. Before paying, you accept the Terms for that booking and see its actual free cancellation deadline. U Up records the accepted version and acceptance time.
A standard request is confirmed only when the provider accepts and the payment steps succeed. After the 30-second withdrawal period, the provider has twenty minutes to respond if the booking starts less than 72 hours after submission, or four hours if it starts 72 hours or more after submission. A request does not guarantee acceptance, availability, service delivery or conduct.
For a standard card request, the fee is authorised when the request is sent and charged when accepted. You can withdraw the request within 30 seconds of sending it without the provider being notified; U Up reverses the authorisation. If the provider declines or the response window ends without acceptance, the request closes, nothing is captured and any credit used is returned.
With PayID, you pay U Up's fee before the request is released to the provider. If that request 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.
Instant booking is offered only for incall bookings by providers who enable it. It is confirmed and charged immediately, without a separate acceptance step. The app tells you before payment. If the provider cannot proceed, U Up refunds its fee in full.
U Up sends booking notifications and status updates. We may decline or pause a request where we reasonably believe it breaches these Terms, puts someone at risk, or is fraudulent or unlawful. Our fee is not charged, or is refunded in full if already charged.
Booking messages
Communication is limited to the booking; there is no open chat or image messaging. Most messages use set options. U Up reviews wording providers write for automatic messages before use, with a maximum of 400 characters per message. Clients can add a text-only door or gate note of up to 150 characters for an outcall. These notes are not pre-reviewed and remain subject to the conduct rules. Do not misuse status responses or use notes to bypass platform controls.
Messages close when a booking ends. Both parties can read the conversation for seven days after its scheduled end, with continued access where needed for an open review or appeal, or while an appeal remains available under the booking review process.
A staff-only copy is kept for two years after the scheduled end, then deleted. Selected evidence needed for an online safety compliance action or lawful preservation requirement may be kept longer with restricted access, as explained in the Privacy Policy.
U Up's booking fee
U Up charges clients a duration-based platform booking fee. Providers are not charged a platform fee.
The fee includes GST: A$16.50 per 15 minutes, equivalent to A$66 per hour, for the first twelve hours; A$49.50 per hour for time after twelve hours.
A one-hour fee is A$66, comprising A$60 plus A$6 GST. No card surcharge is added. A promotion reduces U Up's booking fee.
The lower rate applies only to time beyond twelve hours. Duration charges are totalled before rounding; applicable discounts and GST are applied to calculate the final charge to the nearest cent. The amount payable is shown before you pay.
Payment is by eligible card or PayID. Complete card credentials go directly to the gateway; U Up's servers do not receive or store full card numbers or security codes. PayID pays U Up's business bank account. Card charges appear on your statement as UUP BOOKING. The payment screen also shows this statement description before you pay. Card approval depends on the card issuer, payment gateway and fraud checks. See Fees and Payments.
Cancellations, refunds and credit
Cancel at or before the free cancellation deadline for a full refund of U Up's fee. That deadline is 24 hours before the start for bookings of twelve hours or less, or twice the booked length before the start for longer bookings. A sixteen-hour booking has a deadline 32 hours before it starts.
After that deadline, but more than twelve hours before a booking of twelve hours or less, U Up keeps the fee and issues credit equal to half the fee actually paid, GST included, only if that half is at least A$50. For longer bookings, this credit window ends at the booked length before the start. At or inside that later cutoff, or after On my way, the fee is kept without credit, subject to the full refund and consumer rights provisions in the Refunds and Cancellations.
Credit lasts ninety days. Until day sixty it applies to U Up's fee with the same provider; from day sixty it applies with any provider. If that provider blocks you, it can be used with any provider immediately. Credit issued for a cancellation recorded as a safety concern is usable with any provider from issue. It can be used only for U Up's booking fee and cannot be transferred or withdrawn as money. Unspent credit ends on account closure.
If the provider cancels or cannot proceed with an instant booking, U Up refunds its fee. The in-app provider no-show report window runs from five through fifteen minutes after scheduled start, with the arrival, payment and meeting-code conditions explained in the Refund Policy. The provider has seven days from the report being recorded to contest it. An uncontested report automatically starts a full refund when that period ends; a contested report receives human review.
If you do not arrive, the fee is kept. You can contest a recorded client no-show, or a provider's decision to end the booking at its start, within seven days. If review finds for you, the fee is refunded. Other fee issues can be raised in the app within 48 hours after the booking ends; a further review can be requested within 72 hours after the outcome. You can still contact us after these periods; they do not limit statutory rights.
Refunds return to the original card or PayID bank account. If a card cannot receive the refund, we arrange a transfer to an Australian bank account in your name. If return to the originating PayID account fails, we ask for an account in your name through the app. Supplied bank details are deleted once settled. PayID refunds are processed within two business days after becoming due; your bank may take additional time to make the refund available. The Refunds and Cancellations contains all refund grounds, deadlines, credits and payment timeframes.
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 conduct and standing
A provider may cancel an accepted booking because of illness or emergency, failed screening, or a genuine concern about the client's behaviour or intoxication. These reasons do not attract a strike. At the booking's start, a provider may end it for a coded reason such as intoxication, abuse, disregarded boundaries, unsafe premises or a misrepresented request.
A provider receives a strike for a no-show, a complaint U Up upholds, or ending a booking at its start for a reason U Up does not uphold. Strikes lower search position for a time; they do not themselves hide a listing. Serious safety restrictions are separate. Providers can contest a no-show report within seven days.
A provider can block a client after a booking; a block cannot be lifted for seven days. Providers must keep listings accurate and use U Up's booking messages for communication with clients.
Prohibited conduct
You must not use U Up for:
- Anything involving a person under 18; coercion, trafficking or a person who cannot freely consent.
- Harassment, threats, abuse, intimidation or discrimination.
- Pressure to provide an unlisted service or disregard a provider's boundaries.
- Photographing or recording someone without consent.
- Fraud, scams, impersonation, fake bookings, false reports or misuse of payments or refunds.
- Sharing or seeking contact details, arranging bookings outside U Up or paying U Up's fee outside its payment process.
- Bookings outside the states U Up serves.
- Scraping, copying, disrupting or attacking the platform or circumventing its controls.
A good-faith bank dispute or complaint is not misconduct.
Content and online safety
Every original provider photo, replacement and final cropped or blurred version is reviewed by U Up staff before publication. Only the verified provider may appear, including in reflections or backgrounds. The exact approved version is shown only after required age verification. We also review bios and the wording providers write for automatic messages before use. Clients cannot publish photographs or written reviews; limited booking notes remain subject to the rules. After a booking, clients can complete a fixed-choice rating.
Only photographs assessed as R18+ or lower are allowed. Nudity, clearly simulated sexual activity and fetish themes are assessed in context. Actual sexual activity, X18+, Refused Classification and uncertain images are rejected. Consent and adult identity do not, by themselves, make content acceptable.
The following is prohibited everywhere:
- Child sexual exploitation material, sexualised minors or adults portrayed as minors.
- Non-consensual intimate imagery, sexual violence, coercion or trafficking.
- Terrorist advocacy, instruction or incitement; extreme or real violence or cruelty.
- Detailed instruction in or promotion of crime, violence or drug use.
- Bestiality; promotion or instruction of suicide, self-injury or eating disorders.
- Unlawful offers and other Refused Classification material.
- Contact details, links or payment instructions in photos, captions or bios.
The Content Standards set the full rules, including who may appear in a photograph, identity, alterations using AI and stricter platform restrictions. Prohibited content is removed. Accounts responsible for child sexual exploitation or pro-terror material are terminated with measures to prevent return. Suspected child sexual exploitation is promptly referred to the Australian Federal Police; staff do not download or forward it, and required preservation is handled securely under lawful authority.
Anyone, including someone without an account, can report to [email protected]. Signed-in users can report profiles and photos in the app. A reporter's identity is not shown to other users. For immediate danger call 000. Read Complaints and Reporting for handling times and external reporting routes, including eSafety.
Restrictions, bans and account closure
We may restrict, suspend or close an account, remove content or limit features where we reasonably believe a breach, fraud, unlawful activity or risk to another person requires it. We explain the reason and give an opportunity to respond unless immediate action is needed for safety, fraud prevention or legal compliance. Request review at [email protected].
We count three kinds of client strike separately: a missed appointment, a late cancellation before On my way, and a cancellation after On my way. Strikes for the first two kinds last three calendar months. A strike for cancelling after On my way lasts six calendar months. Two standing strikes of the same kind lead to a ban; strikes of different kinds do not add together.
Early cancellations, withdrawn requests and late cancellations where no fee was captured do not create a strike. A late cancellation recorded as a safety concern still counts.
For each kind, the first ban lasts six months and the second lasts twelve months. A third ban closes the account permanently. Serving a ban clears the strikes of that kind. Its ban history resets if you receive no strike of any kind after the ban ends for a period equal to the ban just served: six months after a six-month ban, or twelve months after a twelve-month ban.
The mobile number cannot be used to open another account during a ban or after permanent closure.
If U Up bans or freezes a client, it refunds its fee for every upcoming booking cancelled as a result. The triggering booking is not refunded merely because of the ban or freeze; applicable review, error and consumer rights provisions still apply.
You can close your account in the app or through support. A provider cannot close while a confirmed booking is upcoming or under way. Client closure cancels upcoming bookings under the ordinary cancellation rules and ends unspent credit. The Privacy Policy explains deletion and necessary retained records.
Intellectual property
U Up's name, logo, website, app, software, design, workflows and other content are owned by or licensed to U Up Pty Ltd. Do not copy, reproduce, modify, distribute, reverse engineer or commercially exploit them without written permission, except where applicable law permits.
Providers retain ownership of their photographs and bios. By publishing them, a provider permits U Up to display them on the platform while published. Providers must own or have permission to use their submitted content and may withdraw publication consent as described in the Content Standards.
Responsibility and consumer rights
U Up's booking service comes with guarantees that cannot be excluded under the Australian Consumer Law, including due care and skill. Nothing in these Terms excludes, restricts or changes those guarantees or your rights. A failure of U Up's service may entitle you to a remedy, including a refund of its fee.
Providers are responsible for their independent services, conduct, pricing, availability and separate arrangements. To the extent the law allows, U Up is not liable for loss or damage arising from those matters. We work to maintain an accurate, available platform but do not promise uninterrupted or error-free service or that every request will be accepted or completed.
Changes to these Terms
We notify account holders by email or in the app before a material change takes effect. A change does not alter a booking already accepted. The updated Terms display a new revision date. If you do not agree to a change, you may close your account before it takes effect; the account-closure rules above apply.
Governing law and contact
Queensland law governs these Terms. This does not prevent reliance on applicable consumer protections in your state or territory or access to a court or tribunal where the law allows.
U Up Pty Ltd · ABN 27 699 494 525 · ACN 699 494 525 · Australia
General enquiries and complaints: [email protected]. Safety: [email protected]. Phone: +61 447 972 337.
Support hours are Monday–Friday, 9 am–5 pm AEST, Brisbane time. Complaints are acknowledged within two business days, with a written outcome within ten business days. Safety reports are checked daily, including weekends; urgent reports reach the directors and receive a review response within 24 hours without delaying earlier required action.