Terms & Conditions

Overview

These Terms & Conditions govern access to and use of the U Up website, platform, booking workflow and related services.

By accessing or using U Up, you agree to comply with these Terms, our Privacy Policy, Refund Policy, Community Guidelines, How Payments Work page and any other policies published by U Up Pty Ltd.

Acceptance of terms

By using the platform, requesting platform access, creating an account, browsing provider profiles, submitting or progressing a booking request, using payment functionality where available, verifying a mobile number, using controlled booking-status responses or contacting support, you agree to be bound by these Terms.

If you do not agree with these Terms, you must not access or use the platform.

About U Up

U Up Pty Ltd is an Australian technology company that develops and operates a software platform for structured booking requests.

U Up provides the website, platform infrastructure, staged booking request workflow, email-based platform access, mobile verification pathways, provider onboarding and profile review processes, controlled booking-status communication, support channels and platform administration.

U Up does not employ providers and does not itself deliver the services advertised or offered by independent providers through the platform. U Up is not the employer, agent, representative, manager, payment collector or payout provider for independent providers.

Eligibility and accounts

The U Up platform is intended for adults only. You must be at least 18 years old to access or use the platform.

Users and independent providers may be asked to provide an email address to receive platform access links, account communications, support messages or booking-related notifications. Email address collection supports platform access and communication, but mobile OTP remains the primary user-intent verification step where required.

• You must provide accurate and current information.
• You must not create an account using false or misleading details.
• You may be required to verify your mobile number using an OTP code before submitting or progressing a booking request.
• You are responsible for maintaining the confidentiality of your login details and access links.
• You must notify U Up if you suspect unauthorised access to your account.

Platform use

You may use the platform only for lawful purposes and in accordance with these Terms and U Up's published policies.

• You must not misuse, disrupt, scrape, copy or interfere with the platform.
• You must not attempt to bypass email-based access, mobile verification, payment controls, controlled booking-status workflows, booking workflows, trust and safety processes or security controls.
• You must not use the platform for fraudulent, abusive, exploitative or unlawful conduct.
• You must not upload false, deceptive, unauthorised or harmful content.
• You must not misuse predefined booking-status responses or submit fake booking requests.

Booking requests

The platform allows clients to discover independent providers and submit structured booking requests through U Up's staged booking workflow.

The booking workflow may include selecting booking details, using email-based platform access, verifying a mobile number using an OTP code, entering payment details through an approved third-party payment processor where payment functionality is available, provider review of the request and user confirmation to proceed.

A booking request is a request only. It does not guarantee provider availability, provider acceptance, service delivery, outcome or conduct.

Booking-related communication may be limited to controlled status updates and predefined workflow responses rather than unrestricted free-text messaging.

U Up may send booking notifications, status updates and support communications relating to booking requests. U Up may also decline, pause or restrict a booking request where required for platform safety, payment, compliance, risk management or operational reasons.

Cancellations

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

If a booking request is declined by an independent provider or does not progress through the required workflow steps, U Up's own platform booking fee may not be charged.

Where U Up's own platform booking fee has been charged, cancellation of a booking request does not automatically guarantee a refund. Refunds relating to U Up's platform booking fee are assessed in accordance with U Up's 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.

Platform booking fee

Where payment functionality is available, users may enter payment details through an approved third-party payment processor during the booking request workflow. Payment details are handled by the payment processor. U Up does not store raw card details, full card numbers or complete payment credentials on its own systems.

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.

The platform booking fee is charged by U Up for access to and use of U Up's technology, staged booking workflow, email-based access, mobile verification pathways, controlled booking-status communication, platform infrastructure, platform administration, support systems and trust and safety processes.

U Up does not collect independent provider service fees through this platform booking fee workflow. Provider service fees, direct payments, provider payouts and external arrangements remain separate from U Up's platform booking fee.

Refunds relating to U Up's platform booking fee are assessed in accordance with U Up's Refund Policy and How Payments Work page.

Independent providers

Providers using U Up are independent users of the platform. They are not employees, agents, contractors, representatives, partners, payment recipients, payout recipients or managed service providers of U Up Pty Ltd unless expressly stated in writing.

• Providers are responsible for their own services.
• Providers set and manage their own pricing, availability and terms.
• Providers are responsible for their own taxes, insurance, licences and legal obligations.
• Providers are responsible for responding appropriately through the platform's controlled booking-status workflow where available.

U Up provides the technology platform and booking workflow only. To the extent permitted by law, U Up is not responsible for the independent conduct, omissions, representations, pricing, availability, service delivery or external obligations of providers.

User conduct

All users must use the platform respectfully, lawfully and responsibly.

• No harassment, threats, abuse or intimidation.
• No fraud, scams, chargeback abuse, refund abuse or payment misuse.
• No impersonation, fake accounts, fake booking requests or misleading information.
• No attempt to bypass platform safety, email-based access, mobile verification, controlled booking-status workflows, booking workflows or payment systems.
• No misuse of predefined booking-status responses.
• No unlawful, exploitative or harmful conduct.

Content standards

U Up is an adult platform. Some of what independent providers publish is sexually explicit. This section summarises the rules that govern it. The full rules are set out in U Up's Content Standards.

Every listing has two layers

A provider listing is split in two, and the provider chooses what goes where at the point of upload.

• The public layer can be seen by anyone, including someone who has not verified their age. It carries a working name, one non-explicit photograph, a suburb, an age, rates and availability.
• The verified layer is everything else - the full gallery, the services offered, boundaries and bio. It is shown only to someone who has passed an age check confirming they are 18 or over.

Sexually explicit photographs are permitted in the verified layer. They are never shown to anyone who has not passed the age check.

Photographs must show the provider and nobody else

Every image on a listing must show the provider alone. If any other person appears in the frame, including someone in the background, a reflection, or a person only partly visible, the photograph is rejected. There is no approval path for an image containing another person, whoever they are and whether or not they agreed to appear.

Never permitted, anywhere on the platform

• Any image showing a person other than the provider.
• Any image of a person under 18.
• Video of any kind.
• Anything depicting violence, coercion, or a person who is not able to consent.
• Anything promoting self-harm, suicide or an eating disorder.
• Contact details, links or payment instructions in a photograph, a caption or a bio.

Every photograph is checked by a person before it appears

When a provider uploads an image, they tell U Up whether it is explicit. That marking assists review but does not decide the outcome. A moderator confirms it independently, and until they do, the image stays in the verified layer. Nothing marked non-explicit becomes public on the provider's word alone.

Where U Up declines a photograph, we tell the provider which rule it fell under. The provider can replace it and upload again.

What clients may publish

Clients cannot post content on U Up. There is no messaging, no reviews and no free text. Everything a client sends a provider is chosen from a fixed list.

Clients may browse working names, one photograph per listing, suburbs, ages, rates and availability without verifying their age. To see a provider's full gallery, the services they offer, their boundaries or their bio, a client verifies once that they are 18 or over. U Up is told only whether the client is over 18, by what method, and when.

Suspension and termination

U Up may suspend, restrict, remove or terminate access to the platform where we believe a user has breached these Terms, created risk for other users, provided false information, submitted fake requests, misused the platform or engaged in suspicious activity.

U Up may also remove or restrict provider profiles, booking access, payment-related access, controlled booking-status responses or account features where required for platform safety, payment processor requirements, compliance, risk management or operational reasons.

Intellectual property

All U Up branding, website content, platform design, software, workflows, text, graphics, logos and related intellectual property are owned by or licensed to U Up Pty Ltd.

You must not copy, reproduce, modify, distribute, reverse engineer or commercially exploit any part of the platform without written permission from U Up.

Disclaimers and limitation of liability

U Up aims to provide a reliable platform, but we do not guarantee uninterrupted availability, error-free operation or that every booking request will be accepted, completed or progressed through every workflow step.

Independent providers remain responsible for their own services, representations, pricing, availability, conduct and obligations. To the extent permitted by law, U Up is not liable for loss, damage, disputes or claims arising from a provider's independent services, conduct, direct payments, external arrangements or obligations.

Nothing in these Terms excludes rights or guarantees that cannot be excluded under applicable Australian law.

Changes to these terms

U Up may update these Terms 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, legal obligations, compliance expectations or risk management 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 Terms.

Governing law

These Terms are governed by the laws of Queensland, Australia, unless another jurisdiction is required by applicable law.

Users agree that disputes relating to these Terms or use of the platform will be handled in accordance with applicable Australian laws and dispute resolution processes.

Contact us

If you have questions about these Terms & Conditions, platform booking fees, email-based access, mobile verification, booking workflows or how U Up Pty Ltd operates the platform, please contact us by email or business phone.