Professional payments & payouts

AUPAIRE PROFESSIONAL PAYMENTS & PAYOUT 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, Arab Republic of Egypt
Email: info@myaupaire.com

1. PURPOSE

This Professional Payments & Payout Policy ("Policy") establishes the rules governing the calculation, processing, holding, adjustment and payment of amounts due to Service Professionals for Services provided through the Aupaire Platform.

This Policy addresses:

• Professional earnings;
• Platform commissions and fees;
• payment processing;
• pending balances;
• payout eligibility;
• payout timing;
• refunds;
• cancellations;
• adjustments;
• disputes;
• chargebacks;
• payment holds;
• taxes;
• payment failures; and
• payout restrictions.

This Policy forms part of the Service Professional Agreement and Aupaire's Platform Policies.

2. SCOPE

This Policy applies to all Service Professionals who receive or may receive payments through the Platform.

It applies to:

• one-time Services;
• recurring Services;
• urgent Services;
• AutoMatch Bookings;
• healthcare or nursing Services;
• childcare Services;
• elderly-care Services;
• household Services; and
• other Service Categories offered through Aupaire.

Different Service Categories may be subject to additional payment arrangements where clearly disclosed.

3. RELATIONSHIP WITH THE PROFESSIONAL AGREEMENT

This Policy shall be read together with the Service Professional Agreement.

Where there is a conflict:

• Applicable Law shall prevail;
• the Service Professional Agreement shall govern the contractual relationship;
• Booking-specific payment terms may apply where properly disclosed; and
• this Policy shall govern the operational payment process.

4. PAYMENT FLOW

Amounts payable to each professional are recorded in their account. Transfers are processed through payment providers after the applicable eligibility, payment-clearance and reconciliation checks, according to the Professional Agreement and this policy. The professional can review their payment status and applicable adjustments in their account.

5. PAYMENT PROVIDERS

Customer payments may be processed through third-party payment providers approved or engaged by Aupaire.

Aupaire may use payment providers for:

• card payments;
• bank payments;
• electronic payments;
• transaction processing;
• refunds;
• payment verification;
• fraud monitoring; and
• Professional payouts.

Payment processing may be subject to the payment provider's applicable terms and requirements.

6. PROFESSIONAL PAYMENT ACCOUNT

A Professional may be required to provide payment information necessary to receive payouts.

This may include:

• bank account information;
• account holder name;
• payment account details;
• identification information;
• tax information where required; and
• other information reasonably necessary for payment processing.

The information must be accurate and belong to the Professional unless Aupaire expressly permits another arrangement.

7. PAYMENT INFORMATION ACCURACY

The Professional is responsible for ensuring that payout information is:

• accurate;
• complete;
• current;
• valid; and
• associated with the correct Professional.

Aupaire shall not be responsible for payment delays caused by incorrect information provided by the Professional.

8. PROFESSIONAL EARNINGS

A Professional's earnings may be calculated based on:

• Service price;
• Service duration;
• applicable Booking terms;
• applicable Platform commission;
• applicable fees;
• applicable taxes;
• approved adjustments;
• refunds;
• cancellation outcomes; and
• other applicable deductions.

The amount displayed as payable to the Professional may therefore differ from the amount paid by the Customer.

9. PLATFORM COMMISSION

Aupaire may deduct an applicable Platform commission or service fee from the amount attributable to a Professional.

The applicable commission or fee shall be determined according to:

• the Professional Agreement;
• the applicable Service Category;
• the Booking terms;
• any applicable commercial arrangement; and
• information disclosed to the Professional.

Aupaire shall not apply an undisclosed commission contrary to the Professional's contractual terms.

10. OTHER DEDUCTIONS

Where applicable and legally permitted, amounts payable to a Professional may be adjusted for:

• Platform commission;
• payment-processing charges allocated to the Professional;
• refunds attributable to the Professional;
• cancellation compensation;
• chargebacks;
• verified losses;
• taxes or withholding required by law;
• penalties or contractual deductions where validly agreed; and
• other amounts expressly permitted under the Professional Agreement.

11. CUSTOMER PAYMENT DOES NOT AUTOMATICALLY MEAN IMMEDIATE PAYOUT

Receipt of a Customer payment does not necessarily mean that the Professional is immediately entitled to receive the corresponding amount.

Aupaire may require the payment to remain pending until:

• the Booking is completed;
• the payment is successfully settled;
• applicable cancellation conditions have passed;
• no relevant payment dispute exists;
• no safety or fraud concern requires a hold; or
• other applicable settlement conditions are satisfied.

12. PENDING BALANCE

Amounts attributable to a Professional may initially appear as a Pending Balance.

The Pending Balance may include amounts that:

• have been paid by the Customer;
• are awaiting settlement;
• are awaiting completion of the Booking;
• remain subject to refund rights;
• are under review; or
• have not yet become eligible for payout.

13. AVAILABLE BALANCE

Once an amount becomes eligible for payout, it may be transferred to the Professional's Available Balance or equivalent Platform ledger.

The Available Balance may then be subject to the applicable payout process.

14. RESERVED BALANCE

Aupaire may maintain a temporary Reserved Balance where reasonably necessary to account for:

• refunds;
• chargebacks;
• payment disputes;
• safety investigations;
• fraud investigations;
• cancellation disputes;
• transaction reversals; or
• other legitimate financial risks.

A Reserved Balance does not necessarily mean that the Professional has committed a violation.

15. PAYOUT ELIGIBILITY

A Professional becomes eligible for payout when the relevant amount has:

• been successfully received and settled;
• become payable under the applicable Booking terms;
• satisfied applicable refund or cancellation conditions;
• passed any required verification;
• not become subject to a valid hold; and
• satisfied applicable payment-provider requirements.

16. PAYOUT TIMING

Payouts shall be processed according to Aupaire's applicable payout schedule and payment infrastructure.

The specific payout frequency may depend on:

• payment provider;
• banking arrangements;
• Service Category;
• Professional account status;
• settlement procedures;
• fraud controls;
• weekends and public holidays; and
• other operational factors.

Where a fixed payout schedule is introduced, it should be communicated to Professionals through the Platform or applicable contractual documentation.

17. NO GUARANTEE OF BANKING TIME

Once Aupaire initiates a payout, the time required for the Professional's bank or payment provider to credit the funds may vary.

Aupaire does not control:

• bank processing times;
• intermediary-bank delays;
• payment-network delays;
• public holidays;
• bank compliance checks; or
• technical issues at the receiving institution.

18. PAYOUT METHODS

Aupaire may offer one or more payout methods, including:

• bank transfer;
• approved electronic payment method;
• payment account;
• other payment method made available by Aupaire.

Aupaire may change available payout methods where reasonably necessary.

19. MINIMUM PAYOUT THRESHOLD

Aupaire may establish a minimum payout threshold where permitted.

If a minimum threshold applies, amounts below the threshold may remain in the Professional's balance until:

• the threshold is reached;
• the Professional requests an available alternative where applicable; or
• another permitted payout event occurs.

Any applicable threshold should be disclosed to Professionals.

20. PAYMENT PROCESSING FEES

Payment-processing fees may apply to transactions.

Where a fee is allocated to the Professional, the basis for the deduction should be disclosed through:

• the Professional Agreement;
• the applicable Booking;
• the Platform;
• or another applicable payment disclosure.

21. TAXES

Professional income may be subject to:

• income tax;
• withholding tax;
• VAT or other applicable taxes;
• social or statutory contributions; or
• other governmental charges,

depending on the Professional's legal status and Applicable Law.

The Professional is responsible for complying with applicable tax obligations unless Aupaire is legally required to withhold or collect an amount.

22. TAX WITHHOLDING

Where Aupaire is legally required to withhold or remit taxes or other governmental amounts, Aupaire may deduct the applicable amount before paying the Professional.

Aupaire may provide appropriate payment or tax records where required.

23. PROFESSIONAL TAX INFORMATION

Aupaire may request information reasonably necessary to comply with tax obligations, including:

• tax identification information;
• legal name;
• business information;
• tax registration information; and
• other information required by law.

Failure to provide required information may affect payout processing where legally necessary.

24. REFUNDS AND PROFESSIONAL PAYOUTS

Where a Customer receives a refund relating to a Professional's Service, Aupaire may adjust the Professional's payable amount where the refund is attributable to:

• Professional cancellation;
• Professional no-show;
• material Service failure;
• late arrival;
• misconduct;
• safety violation;
• fraud;
• failure to follow Platform procedures; or
• another contractual or legal basis.

25. REFUND DEDUCTIONS

Where contractually and legally permitted, a refund attributable to a Professional may be deducted from:

• Pending Balance;
• Available Balance;
• Reserved Balance;
• future payouts; or
• other amounts payable to the Professional.

This mechanism is intended to reconcile the Professional's earnings with the final amount properly payable following the relevant refund or adjustment.

26. CUSTOMER CANCELLATION

Where a Customer cancels a Booking, the Professional's payment entitlement shall be determined according to:

• Booking status;
• timing of cancellation;
• whether the Professional accepted the Booking;
• whether travel commenced;
• whether the Professional arrived;
• whether the Service commenced;
• applicable cancellation rules; and
• Applicable Law.

The Professional shall not automatically be entitled to the full Service price merely because a Booking was confirmed.

27. PROFESSIONAL CANCELLATION

Where a Professional cancels a Booking, the Professional may lose some or all entitlement to payment depending on:

• timing;
• reason;
• whether travel commenced;
• Customer impact;
• cancellation history;
• applicable cancellation terms; and
• whether an emergency or other legitimate exception applies.

Repeated or unjustified cancellations may also result in Platform enforcement.

28. PROFESSIONAL NO-SHOW

Where a Professional fails to attend a confirmed Booking without an approved reason, Aupaire may:

• reverse the Professional's expected earnings;
• refund the Customer;
• compensate the Customer where appropriate;
• deduct applicable amounts from the Professional's balance; and
• apply additional Platform enforcement.

29. LATE ARRIVAL

Where a Professional arrives materially late, Aupaire may adjust the Professional's payable amount depending on:

• duration of delay;
• Service duration;
• reason for delay;
• whether the Customer accepted the Service;
• actual Service delivered; and
• applicable refund outcome.

30. PARTIAL SERVICE

Where only part of the Service is completed, the Professional may receive a proportionate amount where appropriate.

The final amount may consider:

• work actually performed;
• Service duration;
• Customer refund;
• applicable fees;
• reason for interruption; and
• Applicable Law.

31. SERVICE FAILURE

Where a material Service failure is established, Aupaire may:

• reduce the Professional's payable amount;
• issue a refund;
• provide Platform Credit;
• require corrective action;
• require retraining; or
• apply other contractual measures.

32. SAFETY INCIDENTS AND PAYOUT HOLDS

Where a serious safety Incident is reported, Aupaire may temporarily hold amounts associated with the relevant Booking where contractually and legally permitted.

The hold may remain until:

• the relevant facts are reviewed;
• a refund decision is made;
• the Incident is resolved; or
• another appropriate financial determination is made.

A hold is precautionary and does not itself establish liability.

33. FRAUD INVESTIGATIONS

Aupaire may temporarily restrict payouts where there is a reasonable indication of:

• payment fraud;
• identity fraud;
• credential fraud;
• fake Bookings;
• refund abuse;
• manipulation of the Platform;
• account takeover; or
• other financial misconduct.

Aupaire may release funds when the relevant review is completed, subject to applicable findings and legal requirements.

34. CHARGEBACKS

A chargeback may affect the Professional's payout where the relevant transaction has been disputed or reversed.

Aupaire may:

• place a temporary hold;
• provide transaction records to the payment provider;
• investigate the underlying Booking;
• reverse an applicable amount;
• adjust the Professional's balance; or
• take other measures permitted by the Professional Agreement and Applicable Law.

35. NEGATIVE BALANCES

Where lawful and contractually permitted, a Professional's account may temporarily reflect a negative balance where:

• a Customer refund exceeds the available balance;
• a payment is reversed;
• a chargeback occurs;
• an accounting correction is required; or
• another valid adjustment exceeds available funds.

The Professional may be required to settle the outstanding amount in accordance with applicable contractual terms.

36. PAYMENT REVERSALS

Where a Customer payment is:

• reversed;
• declined;
• cancelled;
• fraudulent;
• invalidated; or
• otherwise not successfully settled,

Aupaire may adjust the corresponding Professional balance.

A Professional is not entitled to retain an amount that Aupaire has not ultimately received or is legally required to reverse, subject to Applicable Law.

37. PAYMENT ERRORS

Where Aupaire identifies an accounting or payment error, it may correct:

• Professional earnings;
• fees;
• refunds;
• payouts;
• balances; or
• transaction records.

Where the correction materially affects the Professional, Aupaire may provide appropriate information concerning the adjustment.

38. DUPLICATE PAYMENTS

If a Professional receives a duplicate or erroneous payment, the Professional must notify Aupaire and cooperate in correcting the error.

Aupaire may recover the incorrectly paid amount where legally permitted.

39. PAYOUT DISPUTES

A Professional who believes a payout is incorrect should contact Aupaire through the official Professional Support channel.

The Professional should provide:

• Booking reference;
• date;
• expected amount;
• amount actually received;
• relevant transaction information; and
• supporting evidence.

40. PAYOUT REVIEW

Aupaire may review disputed payouts by examining:

• Booking records;
• Customer payments;
• cancellation records;
• refund decisions;
• Platform ledger;
• payment-provider records;
• Professional Agreement;
• applicable fees;
• applicable taxes; and
• other relevant information.

41. PAYMENT STATEMENTS

Where the Platform supports payment statements, Aupaire may provide information concerning:

• gross Service amount;
• applicable commission;
• fees;
• taxes;
• refunds;
• adjustments;
• net Professional earnings;
• payout amount; and
• payout status.

42. PROFESSIONAL LEDGER

Aupaire may maintain an internal or Platform-based ledger recording:

• Customer payments;
• Professional earnings;
• commissions;
• fees;
• refunds;
• adjustments;
• holds;
• reserves;
• payouts; and
• reversals.

The ledger may be used to reconcile payments and resolve disputes.

43. PAYOUT HOLDS

Aupaire may place a temporary payout hold where reasonably necessary because of:

• incomplete verification;
• suspected fraud;
• serious safety Incident;
• Customer dispute;
• chargeback;
• payment-provider review;
• legal requirement;
• regulatory requirement; or
• another legitimate contractual basis.

The hold should be limited to what is reasonably necessary for the relevant purpose.

44. SCOPE OF PAYOUT HOLD

Where reasonably practicable, Aupaire should limit a hold to:

• the relevant Booking;
• the relevant transaction;
• the amount reasonably connected to the dispute; or
• the amount reasonably necessary to address the identified risk.

Aupaire may apply broader restrictions where required to prevent ongoing fraud, safety or security risks.

45. RELEASE OF HELD FUNDS

Held funds may be released when:

• the investigation is completed;
• the payment is confirmed;
• the dispute is resolved;
• the refund period has passed;
• the chargeback is resolved;
• verification is completed; or
• another applicable condition is satisfied.

46. PROFESSIONAL VERIFICATION AND PAYOUT ELIGIBILITY

Aupaire may require completion of Professional Verification before releasing certain payouts where:

• required by law;
• required by the payment provider;
• necessary to prevent fraud;
• necessary to confirm the identity of the recipient; or
• required under Platform procedures.

47. ACCOUNT OWNERSHIP

Payouts shall generally be made to the verified Professional associated with the relevant Account.

A Professional must not redirect payments to another person without Aupaire's approval where such redirection would create a verification, tax, fraud or legal concern.

48. THIRD-PARTY BANK ACCOUNTS

Aupaire may restrict payouts to third-party bank accounts where the payment creates:

• identity concerns;
• tax concerns;
• fraud risk;
• payment-provider restrictions; or
• legal or regulatory concerns.

Additional verification may be required before such a payout is approved.

49. PAYMENT SECURITY

Professionals must protect:

• Platform credentials;
• payout credentials;
• bank information;
• authentication codes; and
• other financial information.

Aupaire will not knowingly request a Professional's password through an unauthorised channel.

50. UNAUTHORISED PAYMENT REQUESTS

Professionals should immediately report suspected:

• account takeover;
• fraudulent payout request;
• payment redirection;
• suspicious communication;
• unauthorised change to bank information; or
• other payment-security concern.

The matter may be handled under the Incident Reporting Procedure.

51. PROFESSIONAL PAYOUT CONFIDENTIALITY

Aupaire may disclose Professional payout information only where reasonably necessary for:

• the Professional;
• payment processing;
• legal compliance;
• tax compliance;
• dispute resolution;
• fraud prevention;
• authorised service providers; or
• competent authorities.

52. DATA PROTECTION

Payment information may constitute Personal Data and may include sensitive financial information.

Aupaire shall process payment-related information in accordance with:

• the Privacy Policy;
• Applicable Data Protection Law;
• payment-provider requirements; and
• appropriate security measures.

53. PAYMENT PROVIDER REQUIREMENTS

A Professional may be required to satisfy the requirements of the applicable payment provider, including:

• identity verification;
• bank verification;
• tax information;
• anti-fraud checks;
• transaction monitoring; and
• other legally required information.

Failure to satisfy such requirements may delay or prevent payout processing.

54. PAYMENT PROVIDER FAILURE

Where a payment provider experiences:

• technical failure;
• processing delay;
• system outage;
• compliance review;
• transaction rejection; or
• other disruption,

Aupaire may delay payout processing until the issue is resolved.

Aupaire shall not be responsible for delays solely attributable to an external payment provider where Aupaire has acted reasonably.

55. CURRENCY

Payouts may be made in:

• Egyptian Pounds; or
• another currency supported by the applicable payment infrastructure.

Where currency conversion occurs, the applicable conversion rate or fee may be determined by the relevant payment provider or banking institution.

56. INTERNATIONAL PAYOUTS

Where international payouts are permitted, they may be subject to:

• banking requirements;
• foreign-exchange requirements;
• payment-provider restrictions;
• additional fees;
• tax requirements;
• identity verification; and
• Applicable Law.

57. PROFESSIONAL FEES AND PLATFORM COMMISSION DISCLOSURE

Where applicable, Aupaire shall provide the Professional with sufficient information to understand the basis on which their payout is calculated.

The Professional Agreement shall govern the agreed commercial commission or fee arrangement.

58. CHANGES TO COMMERCIAL TERMS

Aupaire may change applicable commissions or payment terms only in accordance with the Professional Agreement and applicable notice requirements.

A change should not retroactively alter amounts already earned unless permitted by contract or required to correct an error or comply with Applicable Law.

59. PAYMENT RECORDS

Aupaire may retain payment records for purposes including:

• accounting;
• tax;
• dispute resolution;
• fraud prevention;
• payment reconciliation;
• legal compliance;
• regulatory requirements; and
• Platform administration.

60. ACCOUNT CLOSURE

If a Professional Account is suspended or terminated, Aupaire may review any outstanding:

• Pending Balance;
• Available Balance;
• Reserved Balance;
• refunds;
• chargebacks;
• disputed amounts; and
• other financial obligations.

Amounts properly due to the Professional shall remain subject to applicable contractual and legal rights.

61. TERMINATION DOES NOT AUTOMATICALLY FORFEIT EARNED AMOUNTS

Termination of a Professional Account does not automatically mean that all previously earned amounts are forfeited.

However, amounts may remain subject to:

• refunds;
• chargebacks;
• valid adjustments;
• payment reversals;
• contractual deductions;
• legal requirements; and
• unresolved disputes.

62. PROFESSIONAL PAYMENT RESPONSIBILITIES

Professionals are responsible for:

• maintaining accurate payout information;
• complying with tax requirements;
• reporting payment errors;
• protecting financial credentials;
• cooperating with payment verification;
• complying with applicable payment rules; and
• providing accurate information.

63. AUPAIRE PAYMENT RESPONSIBILITIES

Aupaire shall seek to:

• accurately record transactions;
• process valid payouts;
• provide appropriate payment information;
• investigate material payment disputes;
• protect payment information;
• comply with applicable legal requirements; and
• communicate material payment issues where reasonably necessary.

64. NO GUARANTEE OF PARTICULAR EARNINGS

Aupaire does not guarantee that a Professional will:

• receive a minimum number of Bookings;
• earn a particular amount;
• receive a particular number of payouts; or
• achieve a particular income level.

Professional earnings depend on actual Bookings, pricing, cancellations, Customer demand, availability and other factors.

65. PROFESSIONAL INDEPENDENCE

Payment through Aupaire does not by itself determine the Professional's legal employment status.

The Professional's relationship with Aupaire shall be governed by the applicable Professional Agreement and Applicable Law.

66. COMPLAINTS CONCERNING PAYOUTS

A Professional may submit a payout complaint through the official Professional Support channel.

Such complaints may be handled under the Complaint Handling Procedure.

67. INCIDENTS AFFECTING PAYMENTS

Where a payment issue involves:

• fraud;
• account takeover;
• identity theft;
• unauthorised payment;
• serious security breach; or
• another material incident,

Aupaire may also activate the Incident Reporting & Response Procedure.

68. EXCEPTIONS

Aupaire may make reasonable exceptions to ordinary payout procedures where necessary due to:

• emergency;
• serious safety Incident;
• payment-system failure;
• regulatory requirement;
• legal requirement;
• extraordinary circumstances; or
• another legitimate operational reason.

An exception in one case does not create a permanent entitlement.

69. POLICY REVIEW

Aupaire may periodically review this Policy considering:

• payment-provider changes;
• regulatory developments;
• tax requirements;
• fraud trends;
• Professional feedback;
• Platform changes; and
• operational experience.

70. POLICY CHANGES

Aupaire may update this Policy to reflect:

• new payment methods;
• new payment providers;
• changes to commissions;
• regulatory requirements;
• tax changes;
• Platform functionality; or
• improvements to payment processing.

Any change to contractual commercial terms shall remain subject to the Professional Agreement and applicable notice requirements.

71. 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.

Nothing in this Policy shall limit mandatory rights or obligations under Applicable Law.

72. CONTACT

For Professional payment and payout matters:

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

Fifth Settlement, New Cairo
Cairo Governorate
Arab Republic of Egypt

Professional Support: customercare@myaupaire.com

Payments & Payouts: billing@myaupaire.com

General Contact: info@myaupaire.com

Privacy contact: legal@myaupaire.com

73. FINAL PROVISION

This Professional Payments & Payout Policy forms part of Aupaire's Platform Policies and shall be incorporated by reference into the Service Professional Agreement.

The payment process described in this Policy is subject to the applicable payment-provider arrangements, banking infrastructure, contractual terms, regulatory requirements and Applicable Law.

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.