Booking, cancellation & refunds

AUPAIRE BOOKING, CANCELLATION & REFUND POLICY

Aupaire for Technology and Artificial Intelligence J.S.C.
Commercial Registration No.: 268791
Tax Registration No.: 374-227-775
Fifth Settlement, New Cairo, Cairo Governorate, Egypt
Email: info@myaupaire.com

1. PURPOSE

This Booking, Cancellation & Refund Policy ("Policy") establishes the rules governing:

• Service Bookings;
• Booking confirmation;
• Customer cancellations;
• Service Professional cancellations;
• Aupaire cancellations;
• rescheduling;
• Customer no-shows;
• Service Professional no-shows;
• late arrival;
• service interruption;
• refunds;
• partial refunds;
• Platform Credits;
• compensation;
• payment reversals;
• chargebacks; and
• related financial adjustments.

This Policy forms part of Aupaire's Platform Policies and shall be read together with the Customer Terms & Conditions, Service Professional Agreement, Trust & Safety Policy, Complaint Handling Procedure, Incident Reporting Procedure, Privacy Policy and applicable payment-provider requirements.

2. BOOKING PROCESS

A Customer may request a Service through the Platform by selecting the applicable:

• Service Category;
• date;
• time;
• duration;
• location;
• Service Professional, where applicable; and
• other relevant Booking requirements.

A Booking becomes confirmed only when the Platform indicates that the Booking has been accepted or otherwise confirmed.

A request that has not been accepted or confirmed does not necessarily constitute a confirmed Booking.

3. BOOKING INFORMATION

Before confirming a Booking, the Customer should review the information displayed through the Platform, including where applicable:

• Service price;
• Platform Fees;
• Booking Fees;
• Processing Fees;
• taxes;
• applicable additional charges;
• cancellation conditions;
• scheduled date and time;
• estimated duration;
• service location;
• selected Service Professional;
• applicable Service Category; and
• other relevant Booking information.

The Customer Terms already provide that applicable prices may include Service Fees, Platform Fees, Booking Fees, Processing Fees, taxes, governmental charges and other disclosed charges.

4. BOOKING TYPES

Depending on the Platform functionality, Bookings may include:

• one-time Bookings;
• urgent Bookings;
• same-day Bookings;
• recurring Bookings;
• long-term Bookings;
• AutoMatch Bookings; and
• other Booking formats introduced by Aupaire.

Cancellation and refund outcomes may differ depending on the type of Booking.

5. CUSTOMER CANCELLATION

Customers may cancel a Booking through the approved Platform functionality or official support channels, unless a technical failure prevents access.

Cancellation outcomes may depend on:

• timing of cancellation;
• Booking status;
• Service Category;
• Service duration;
• whether the Professional accepted the Booking;
• whether the Professional started travelling;
• whether the Professional arrived;
• whether the Service started;
• whether a verified safety concern exists;
• whether the Customer has a repeated cancellation history;
• whether payment gateway charges or taxes are reversible;
• whether the Booking is urgent, same-day, recurring, long-term or AutoMatch; and
• Applicable Law.

These factors are already reflected in Aupaire's operational framework.

6. CANCELLATION BEFORE PROFESSIONAL ACCEPTANCE

Where a Customer cancels before the Service Professional has accepted the Booking, the Customer may generally be eligible for a refund of amounts actually charged, subject to:

• any disclosed non-refundable charges;
• payment-provider limitations;
• applicable taxes or governmental charges; and
• Applicable Law.

The exact outcome shall be displayed or determined through the applicable Platform cancellation mechanism.

7. CANCELLATION AFTER PROFESSIONAL ACCEPTANCE

Once a Professional has accepted a Booking, the Professional may have reserved:

• time;
• availability;
• travel arrangements;
• preparation resources; and
• the opportunity to accept other work.

Accordingly, cancellation charges may apply.

The closer the cancellation occurs to the scheduled commencement time, the greater the potential cancellation consequences may be.

8. LATE CANCELLATION

A cancellation may be treated as a late cancellation where it occurs sufficiently close to the scheduled commencement time that the Professional has reasonably relied on the confirmed Booking.

A late cancellation may result in:

• reduced refund eligibility;
• cancellation charges;
• administrative charges;
• non-refundable Platform Fees;
• payment-processing costs;
• travel compensation where applicable; or
• other disclosed charges.

Any applicable charge should be determined according to the cancellation terms displayed through the Platform.

9. CANCELLATION AFTER PROFESSIONAL TRAVEL

Where the Professional has started travelling to the service location before the Customer cancels, the Customer may receive a reduced refund or incur applicable charges.

Depending on the circumstances, Aupaire may consider:

• travel already undertaken;
• time reserved by the Professional;
• distance travelled;
• Service Category;
• cancellation reason;
• evidence available;
• safety concerns; and
• applicable payment charges.

The Customer Terms expressly recognise that cancellation after travel may result in reduced refund eligibility and travel compensation.

10. CANCELLATION AFTER PROFESSIONAL ARRIVAL

Where the Professional has arrived at the service location, the cancellation may be treated as:

• late cancellation; or
• Customer no-show,

depending on the circumstances.

The Customer may not be entitled to a full refund where the Professional has already incurred material time or travel costs.

11. CANCELLATION AFTER SERVICE COMMENCEMENT

Once a Service has commenced, refund eligibility is generally reduced because part or all of the Service may already have been performed.

A refund or adjustment may nevertheless be considered where there is:

• a verified safety concern;
• Professional misconduct;
• material service failure;
• fraud;
• emergency;
• serious Professional breach;
• failure to provide the agreed Service; or
• another exceptional circumstance supported by available evidence.

This is consistent with the existing Customer Terms.

12. CUSTOMER NO-SHOW

A Customer may be treated as a no-show where:

• the Professional arrives at the designated location;
• the Customer is unavailable;
• the Customer fails to provide reasonable access;
• the Customer cannot be reached through the approved communication channels; or
• the Customer otherwise prevents the Service from commencing.

A Customer no-show may result in:

• no refund;
• partial refund;
• cancellation charge;
• travel compensation;
• Professional compensation; or
• other applicable adjustment.

13. SERVICE PROFESSIONAL CANCELLATION

A Service Professional may cancel a confirmed Booking only in accordance with the Professional Agreement and applicable Platform procedures.

Where a Professional cancels before commencement, Aupaire may:

• assist the Customer in finding another Professional;
• reschedule the Booking;
• issue a full or partial refund;
• provide Platform Credit;
• provide another reasonable remedy; or
• take appropriate action against the Professional.

The existing Customer Terms expressly provide these options.

14. REPEATED PROFESSIONAL CANCELLATIONS

Repeated cancellations by a Service Professional may affect:

• Professional standing;
• Booking eligibility;
• Platform visibility;
• Service Category access;
• account status; and
• continued participation in the Platform.

Aupaire may apply disciplinary action in accordance with the Professional Agreement and applicable Platform Policies.

15. SERVICE PROFESSIONAL NO-SHOW

A Professional may be treated as a no-show where the Professional:

• fails to attend a confirmed Booking;
• does not arrive within the applicable reasonable period;
• cannot be reached;
• fails to provide the Service without an agreed reason; or
• otherwise materially fails to attend the Booking.

Where a Professional no-show is established, Aupaire may provide:

• a full refund;
• partial refund;
• Platform Credit;
• rescheduling;
• alternative Professional;
• Customer compensation; or
• another appropriate remedy.

16. LATE ARRIVAL

Where a Professional arrives materially later than the agreed time, Aupaire may consider:

• length of delay;
• Service duration;
• reason for delay;
• whether the Customer accepted the delayed Service;
• whether the Service was partially completed;
• evidence available;
• whether the delay caused material loss; and
• any safety or emergency circumstances.

Depending on the circumstances, Aupaire may provide:

• partial refund;
• Platform Credit;
• rescheduling;
• compensation; or
• another appropriate remedy.

17. SERVICE FAILURE

Where a Professional materially fails to provide the agreed Service, Aupaire may review the matter and consider:

• the Service actually delivered;
• Booking requirements;
• Professional qualifications;
• Customer instructions;
• evidence;
• communications;
• ratings and reviews;
• safety concerns; and
• Applicable Law.

Potential outcomes include:

• full refund;
• partial refund;
• rescheduling;
• Platform Credit;
• alternative Professional; or
• other reasonable remedy.

18. SAFETY-RELATED CANCELLATION

Where a Booking is cancelled because of a verified or reasonably credible safety concern, Aupaire may depart from ordinary cancellation rules.

Potential outcomes may include:

• full refund;
• partial refund;
• immediate Booking cancellation;
• alternative Professional;
• Platform Credit;
• payout hold;
• investigation; or
• other protective measure.

A safety-related cancellation shall be handled consistently with the Trust & Safety Policy and Incident Reporting Procedure.

19. EMERGENCY CANCELLATION

A Booking may be interrupted or cancelled because of:

• medical emergency;
• accident;
• serious safety risk;
• natural disaster;
• governmental restriction;
• serious technical failure;
• emergency affecting the Customer;
• emergency affecting the Professional; or
• other circumstances reasonably beyond the relevant party's control.

Aupaire may assess the circumstances individually and determine an appropriate refund or adjustment.

20. CANCELLATION BY AUPAIRE

Aupaire may cancel or suspend a Booking where reasonably necessary due to:

• safety concerns;
• Professional verification failure;
• suspected fraud;
• serious policy violation;
• technical failure;
• payment failure;
• legal or regulatory requirement;
• Service Category restriction;
• unavailability of the Professional;
• safeguarding concern; or
• other operational necessity.

Where Aupaire cancels a Booking for reasons attributable to Aupaire, Aupaire may provide a full or partial refund or another appropriate remedy, subject to Applicable Law.

21. FORCE MAJEURE

Aupaire, Customers and Service Professionals may be affected by circumstances beyond reasonable control, including:

• natural disasters;
• severe weather;
• public emergencies;
• government restrictions;
• infrastructure failures;
• widespread telecommunications outages;
• major cybersecurity incidents;
• transportation disruptions; or
• other extraordinary events.

Where such circumstances affect a Booking, Aupaire may:

• cancel;
• reschedule;
• issue a refund;
• issue Platform Credit; or
• provide another reasonable remedy.

22. REFUND ELIGIBILITY

Refund eligibility shall be determined based on the circumstances of the Booking.

Factors may include:

• who cancelled;
• when cancellation occurred;
• whether the Professional accepted the Booking;
• whether travel commenced;
• whether the Professional arrived;
• whether Service commenced;
• whether Service was completed;
• whether Service was materially defective;
• whether a safety incident occurred;
• whether the Customer prevented performance;
• whether the Professional violated Platform rules;
• payment verification;
• evidence;
• fraud investigation;
• dispute outcome;
• payment-provider requirements; and
• Applicable Law.

23. POSSIBLE REFUND OUTCOMES

Depending on the circumstances, Aupaire may provide:

• full refund;
• partial refund;
• Platform Credit;
• no refund;
• rescheduled Booking;
• Customer compensation;
• Professional compensation; or
• another appropriate adjustment.

No particular outcome is guaranteed merely because a cancellation or complaint is submitted.

24. FULL REFUND

A full refund may be considered where:

• the Professional cancels before commencement;
• the Professional does not attend the Booking;
• Aupaire cancels for an operational reason attributable to Aupaire;
• a verified safety incident justifies cancellation;
• a material Service failure occurred;
• fraud is established;
• payment was processed incorrectly; or
• another circumstance justifies full reversal.

25. PARTIAL REFUND

A partial refund may be appropriate where:

• part of the Service was completed;
• the Professional arrived but Service was materially shortened;
• the Service was materially defective but partially usable;
• a delay materially affected the Service;
• certain fees are non-refundable;
• payment processing costs cannot be reversed; or
• another partial adjustment is appropriate.

26. PLATFORM CREDIT

Instead of or in addition to a cash refund, Aupaire may offer Platform Credit where appropriate.

Platform Credit may be used in accordance with:

• its stated validity period;
• applicable Platform terms;
• applicable Service restrictions; and
• Applicable Law.

Where the law requires a monetary refund, Platform Credit shall not be used to defeat such legal entitlement.

27. NON-REFUNDABLE AMOUNTS

Certain amounts may be non-refundable where lawfully permitted and clearly disclosed, including:

• certain Platform Fees;
• payment-processing fees;
• governmental charges;
• third-party charges;
• travel-related compensation;
• other specifically disclosed charges.

Aupaire shall not treat an amount as non-refundable merely by internal designation where Applicable Law requires reimbursement.

28. REFUNDS AND PAYMENT PROCESSORS

Approved refunds may be processed through the applicable Payment Service Provider.

Refund timing may depend on:

• payment method;
• payment provider;
• issuing bank;
• banking systems;
• card-network procedures;
• weekends or public holidays;
• technical processing; and
• other financial-system factors.

Aupaire cannot guarantee the exact time at which a bank or payment provider will credit a refund.

The Customer Terms already state that refund processing times may depend on the Payment Service Provider and financial institutions involved.

29. PAYMENT REVERSALS

Where a payment is reversed, declined, cancelled or otherwise not successfully settled, Aupaire may:

• cancel the Booking;
• request another payment method;
• suspend the relevant Booking;
• investigate the transaction;
• apply a refund where appropriate; or
• take other measures permitted by the Platform Terms.

30. CHARGEBACKS

Customers should generally contact Aupaire first regarding disputed payments.

A chargeback initiated through a bank or payment provider may result in:

• suspension of the relevant transaction;
• investigation;
• temporary restriction;
• evidence review;
• communication with the payment provider;
• adjustment of the Customer's Account; or
• other appropriate action.

Aupaire may respond to chargebacks with relevant Booking, payment and service records where permitted.

Initiating a chargeback does not automatically establish that a refund is owed.

31. FRAUDULENT REFUND CLAIMS

Aupaire may investigate refund claims where there are indications of:

• fraud;
• repeated inconsistent claims;
• false information;
• manipulated evidence;
• unauthorised payment activity;
• refund abuse;
• collusion;
• account misuse; or
• other fraudulent conduct.

A deliberate fraudulent refund claim may result in Account restrictions and other remedies permitted by the Platform Terms and Applicable Law.

A claim that is merely unsuccessful shall not automatically be treated as fraudulent.

32. REFUNDS RESULTING FROM PROFESSIONAL CONDUCT

Where a refund results from:

• Professional cancellation;
• Professional no-show;
• late arrival;
• verified Service failure;
• Professional misconduct;
• Professional safety violation;
• Professional fraud;
• failure to follow Platform procedures; or
• other Professional responsibility,

Aupaire may allocate the relevant refund amount against the Professional's earnings or other amounts owed, subject to the Professional Agreement, applicable Platform rules and Applicable Law.

The current Aupaire payment framework expressly provides for deduction of refund amounts from Professional balances in these circumstances.

33. REFUND DEDUCTIONS FROM PROFESSIONAL EARNINGS

Where legally and contractually permitted, Aupaire may deduct approved refund amounts from:

• Pending Balance;
• Available Balance;
• Reserved Balance;
• future earnings; or
• other amounts owed to the Professional.

Potential grounds include:

a. Professional cancellation;
b. Professional no-show;
c. late arrival;
d. verified Service failure;
e. misconduct;
f. safety violation;
g. fraud; and
h. failure to comply with Platform procedures.

These grounds are already reflected in Aupaire's operational payment framework.

34. REFUNDS CAUSED BY CUSTOMER CONDUCT

Where a refund or loss arises because the Customer:

• cancels late;
• fails to attend;
• prevents the Service;
• provides materially incorrect information;
• fails to provide reasonable access;
• causes unnecessary travel;
• misuses the Platform; or
• otherwise causes a recoverable cost,

Aupaire may apply the applicable cancellation charge, administrative charge, travel compensation or other disclosed amount.

35. REFUNDS CAUSED BY AUPAIRE

Where an error, technical problem or operational failure attributable to Aupaire materially affects a Booking, Aupaire may determine whether the resulting adjustment should be:

• absorbed by Aupaire;
• refunded to the Customer;
• provided as Platform Credit;
• shared or otherwise allocated where appropriate; or
• otherwise adjusted.

This does not limit any mandatory legal rights.

36. DISPUTED REFUNDS

Where the facts surrounding a refund are disputed, Aupaire may temporarily hold relevant amounts pending investigation.

The investigation may consider:

• Booking records;
• communications;
• timestamps;
• location information where lawfully available;
• payment records;
• evidence;
• Professional reports;
• Customer reports;
• ratings;
• safety reports; and
• other relevant information.

Aupaire may issue a final adjustment after completing the review.

37. CUSTOMER REFUND REQUESTS

A Customer requesting a refund should provide:

• Booking reference;
• reason for the request;
• date and time;
• relevant evidence;
• communications where applicable;
• photographs or other lawful evidence where relevant; and
• details of the alleged issue.

Aupaire may request additional information where reasonably necessary.

38. REFUND REVIEW

Refund requests may be reviewed by Aupaire based on:

• the applicable Booking rules;
• the Customer Terms;
• this Policy;
• the Professional Agreement;
• Trust & Safety requirements;
• payment-provider requirements;
• available evidence;
• Applicable Law.

Aupaire may escalate complex or safety-related matters for additional review.

39. TIME FOR SUBMITTING REFUND REQUESTS

Refund requests should be submitted as soon as reasonably possible after:

• cancellation;
• Service completion;
• Service failure;
• incident; or
• other event giving rise to the claim.

Any specific statutory or Platform deadline displayed during the Booking process shall apply where applicable.

Where no specific deadline applies, Aupaire may consider whether a delay in reporting materially affects its ability to investigate the matter.

40. RESCHEDULING

Where appropriate, Aupaire may allow a Booking to be rescheduled instead of cancelled.

Rescheduling may depend on:

• Professional availability;
• Customer availability;
• Service Category;
• timing;
• pricing;
• duration;
• location;
• operational capacity; and
• applicable payment conditions.

A rescheduled Booking may be subject to updated pricing or terms where disclosed and agreed.

41. SUBSTITUTE PROFESSIONAL

Where a Professional cancels or becomes unavailable, Aupaire may attempt to identify another available Professional.

A Customer is not guaranteed that a substitute Professional will be available.

Where no suitable substitute is available, Aupaire may offer:

• refund;
• Platform Credit;
• rescheduling; or
• another reasonable remedy.

42. RECURRING BOOKINGS

Recurring Bookings may be subject to cancellation rules applicable to:

• individual occurrences;
• the entire recurring arrangement; or
• both.

Aupaire may display specific cancellation conditions before confirmation.

Past completed Services are generally treated separately from future scheduled Services.

43. AUTO-MATCH BOOKINGS

AutoMatch Bookings may be subject to specific cancellation and refund rules because matching may occur automatically.

A Customer should review the cancellation conditions displayed before confirming an AutoMatch Booking.

Where an AutoMatch Professional becomes unavailable, Aupaire may attempt rematching, rescheduling or refunding as appropriate.

44. PRICING CHANGES AND CANCELLATION

Where a Booking has been confirmed at a particular price, Aupaire shall generally apply the confirmed price to that Booking unless:

• the Customer requests a material change;
• additional services are requested;
• the Booking is rescheduled under different pricing;
• taxes or governmental charges change;
• a pricing error must be corrected; or
• another contractual or legal basis applies.

45. TAXES AND GOVERNMENTAL CHARGES

Refund treatment of taxes and governmental charges may depend on:

• whether the relevant amount is legally refundable;
• whether the payment provider can reverse it;
• applicable tax requirements;
• the timing of cancellation; and
• Applicable Law.

Aupaire shall not guarantee reimbursement of governmental charges that are legally non-refundable.

46. PAYMENT HOLDING AND SETTLEMENT

Payments, refunds and any temporary holds are handled through Aupaire and its payment providers under the applicable booking terms and policies. The booking information shows the amounts and payment status relevant to the customer. Processing may depend on payment clearance, reconciliation and any applicable dispute or refund review.

47. NO GUARANTEE OF REFUND

Submission of a refund request does not guarantee:

• a full refund;
• a partial refund;
• Platform Credit;
• compensation; or
• any particular outcome.

Every request shall be assessed under the applicable rules and circumstances.

48. EXCEPTIONAL CIRCUMSTANCES

Aupaire may make an exception to ordinary cancellation or refund rules where circumstances justify it, including:

• serious illness;
• death;
• emergency;
• safeguarding concern;
• verified safety incident;
• serious Professional misconduct;
• material Platform error;
• government restrictions;
• extraordinary circumstances; or
• other circumstances reasonably warranting an exception.

An exception in one case does not create a permanent entitlement to the same treatment in future cases.

49. NO WAIVER OF STATUTORY CONSUMER RIGHTS

Nothing in this Policy is intended to:

• exclude mandatory consumer rights;
• prevent a Customer from exercising statutory rights;
• limit rights that cannot lawfully be waived; or
• prevent a complaint before a competent authority.

Where Applicable Law provides a mandatory refund or cancellation right, that legal right shall prevail.

50. RELATIONSHIP WITH COMPLAINTS

A refund request may also constitute a complaint.

Where a refund dispute involves:

• safety;
• misconduct;
• fraud;
• discrimination;
• abuse;
• healthcare concerns; or
• other serious issues,

Aupaire may escalate the matter under the Complaint Handling Procedure, Trust & Safety Policy or Incident Reporting Procedure.

51. RECORDS

Aupaire may retain records relating to:

• Bookings;
• cancellations;
• refunds;
• payment transactions;
• chargebacks;
• complaints;
• disputes;
• evidence;
• communications;
• payout adjustments; and
• enforcement decisions.

Such records shall be handled in accordance with Aupaire's Privacy Policy and applicable retention requirements.

52. POLICY CHANGES

Aupaire may amend this Policy to reflect:

• changes to the Platform;
• changes to payment systems;
• new Service Categories;
• changes to cancellation models;
• new payment providers;
• regulatory requirements;
• consumer protection requirements; or
• operational improvements.

The updated version shall state its effective date.

53. GOVERNING LAW

This Policy shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt and other Applicable Law governing the relevant transaction.

Mandatory consumer, payment and data-protection rights shall prevail.

54. CONTACT

For Booking, cancellation or refund inquiries:

Aupaire for Technology and Artificial Intelligence J.S.C.

Fifth Settlement, New Cairo
Cairo Governorate
Arab Republic of Egypt

Email: info@myaupaire.com

Customer Support: customercare@myaupaire.com

Refund Requests: Through the Platform / customercare@myaupaire.com

55. FINAL PROVISION

This Booking, Cancellation & Refund Policy forms an integral part of Aupaire's Platform Policies and shall be incorporated by reference into the Customer Terms & Conditions and, where applicable, the Service Professional Agreement.

POLICY SUITE ALIGNMENT

References to the Trust & Safety Policy mean the standalone policy included in the Platform Policy Suite. Unless a separate Acceptable Use Policy is adopted, acceptable-use references mean the applicable Community Standards, prohibited-activities schedules and safety requirements. The incident and complaint procedures and Governance & Alignment Addendum continue to apply. In the event of an inconsistency, the Service Professional Onboarding & Platform Participation Agreement or Customer Terms & Conditions, as applicable, prevails over this Policy; this Policy prevails over operational guidance, unless mandatory law requires otherwise.

DISPUTE RESOLUTION — ARBITRATION

To the fullest extent permitted by applicable law, any dispute, controversy or claim arising out of or in connection with this Policy or its application, including any question concerning its interpretation, performance, breach, termination, existence or validity, shall be finally resolved by arbitration in accordance with the Arbitration Rules of Kemet Center for Arbitration and Mediation in force on the date the request for arbitration is submitted. The seat of arbitration shall be Cairo, Arab Republic of Egypt. The tribunal shall consist of one arbitrator. The language of the arbitration shall be Arabic, and the substantive law governing the dispute shall be Egyptian law. The arbitral award shall be final and binding on the Parties and may be enforced in accordance with applicable law. Nothing in this clause prevents either Party from seeking urgent interim or conservatory relief from a competent court, making a report to a competent authority, or exercising a mandatory right that cannot lawfully be waived. Where this Policy is incorporated into, or applies under, a Customer Terms & Conditions or Service Professional Agreement containing a dispute-resolution clause, that contractual clause shall prevail to the extent of any inconsistency.

Where a Booking-specific cancellation or refund condition is clearly disclosed to the Customer before confirmation, that condition shall apply to the relevant Booking, subject to Applicable Law.