Effective Date: [01-09-2025]
Last Updated: [01-09-2025]

These Terms & Conditions (“Terms”) govern your access to and use of the Aupaire mobile application, website, and related services (collectively, the “Services”).

By creating an account, booking a service, or otherwise using the Services, you confirm that you have read, understood, and agreed to be bound by these Terms. If you do not agree, you should refrain from using the Services.

Plain Language Commitment: These Terms are drafted in clear and accessible language so all Users can understand their rights and obligations.

1. Definitions

  • “Aupaire”: Aupaire JSC, operator of the Services.
  • “Customer”: An individual or household using the Platform to request services.
  • “Professional”: An independent service provider offering services via the Platform.
  • “User”: Any individual using the Services (Customer or Professional).
  • “Booking”: An agreement for services made through the Platform.
  • “Platform”: The Aupaire app, website, and supporting systems.

2. Who We Are & How Our Platform Works

  • Technology Platform: Aupaire facilitates connections between Customers and Professionals.
  • Independent Contractors: Professionals are not employees, agents, or representatives of Aupaire. Service agreements are concluded directly between Customers and Professionals.
  • No Guarantee of Outcomes: Aupaire provides tools and safeguards but does not control or guarantee service delivery, behavior, or results.
  • Right to Update Services: Aupaire may, at its discretion, add, modify, suspend, or remove features or functionalities of the Services at any time, without liability, provided that Users are given reasonable notice where required by law.
  • No Partnership/Agency: Nothing in these Terms creates a partnership, agency, franchise, or joint venture between Aupaire and any User.

3. Eligibility & Accounts

  • Age & Capacity: Users must be 18+ and legally capable of contracting under Egyptian law.
  • Accurate Information: Provide true, current, and complete details and keep them updated.
  • One Account Policy: One User = one active account. Fraudulent, duplicate, or impersonated accounts may be deactivated.
  • Security: You are responsible for safeguarding credentials and notifying Aupaire of unauthorized access.
  • Electronic Consent: You consent to electronic communications and e-signatures consistent with Egyptian law.

4. Professional Verification & Important Disclaimer

  • Verification Measures: Aupaire may conduct ID verification, criminal checks (where lawful), health screenings, credential reviews, and interviews via authorized partners.
  • Limitations: Verification reduces risk but cannot guarantee character or future conduct. Customers should exercise judgment when selecting Professionals.
  • Customer Responsibilities: Review profiles/ratings; communicate needs clearly; supervise services as appropriate.
  • Professional Responsibilities: Provide accurate information; comply with licensing, health, immigration, and other legal requirements; deliver services competently and lawfully.

5. Code of Conduct

All Users must:

  • Treat others with respect and professionalism; avoid harassment.
  • Refrain from discrimination based on religion, gender, race, nationality, disability, or social background.
  • Respect cultural and religious sensitivities in Egypt and any other operating region.
  • Act honestly and in good faith; do not misuse the Platform.
  • Community Integrity: Users must not engage in conduct that undermines trust in the Aupaire community, such as creating fake profiles, spamming, or misleading promotions.

6. Use of the Services

  • Bookings: Initiate and confirm through the Platform only.
  • In-App Communication: For safety and support, communications should remain in-app; certain calls/chats/video may be recorded or retained as permitted by law and our Privacy Policy.
  • Payments: Customers authorize payment collection via secure third-party processors for services and applicable platform fees.
  • Taxes: Professionals are responsible for their own tax obligations.
  • No Off-Platform Deals: Do not solicit, accept, or arrange payments or services outside Aupaire for connections made through the Platform.
  • User Content: Reviews and other content must be truthful, respectful, and lawful; Aupaire may remove content that violates these Terms or law.
  • Monitoring & Evidence: Users acknowledge that Aupaire may retain records of Bookings, communications, location signals, OTPs, and metadata, and such records may be used as evidence in disputes or arbitration.

7. Prohibited Conduct

Users shall not:

  • Violate any law (including child/elder protection, privacy, and labor laws).
  • Request or provide illegal, unsafe, or unlicensed services.
  • Possess weapons, narcotics, or hazardous substances during a Booking.
  • Harass, abuse, defraud, threaten, or engage in hate speech.
  • Misrepresent identity/qualifications or upload forged documents.
  • Interfere with the Platform (hacking, bots, scraping, reverse engineering).
  • Manipulate or coerce ratings/reviews or outcomes.
  • Use the Platform for commercial exploitation, such as recruiting Professionals for off-platform agencies or competing services.

8. Zero-Tolerance Policy (Immediate Action)

Aupaire enforces zero tolerance for:

  • Violence, threats, sexual misconduct/harassment, child or elder endangerment.
  • Discrimination or hate-motivated conduct.
  • Fraud, identity theft, forged documents, payment abuse, or circumvention schemes.
  • Theft, property damage, or intentional safety violations.
    Measures: Immediate suspension or termination, withholding of payouts during investigation, and—where appropriate—referral to competent authorities.

9. Safety, Incidents & Reporting

  • Emergencies: Contact local law enforcement/emergency services immediately in cases of danger or suspected criminal activity.
  • Reporting to Aupaire: Report unsafe conduct or policy breaches via in-app support. Aupaire may suspend accounts, withhold payments, request information, and cooperate with authorities.
  • Emergency Stop: Either party may end a service immediately if safety is at risk.
  • Not Law Enforcement: Aupaire cannot file police reports on behalf of Users.
  • Child & Elder Safeguarding: Aupaire prioritizes the protection of children, elders, and vulnerable persons. Any substantiated abuse, neglect, or exploitation results in immediate termination of the User account and referral to law enforcement.

10. Customer Premises & Safety Obligations

  • Safe Environment: Customers must ensure a safe, hazard-free environment and disclose known risks (e.g., aggressive pets, unsafe stairs, electrical faults).
  • House Rules: Professionals must respect reasonable house rules communicated in advance.
  • Shared Duty: Customers and Professionals share responsibility for a safe and respectful service setting.

11. Health & Safety; Scope of Services

  • Professional Health & Hygiene: Professionals must comply with applicable public-health laws, maintain hygiene, and refrain from providing services beyond their qualifications or licenses (e.g., no unlicensed medical services).
  • Non-Emergency Role: Aupaire does not provide emergency medical care, law enforcement, legal guarantees, or guardianship services.

12. Performance Standards & Reviews (Professionals)

To preserve quality and trust, Professionals agree to maintain reasonable performance standards, which may include, without limitation:

  • Punctuality & Reliability (on-time arrival; low cancellation rate).
  • Responsiveness (replying to inquiries/requests within timeframes indicated in-app).
  • Service Quality & Professionalism (courteous, competent conduct; adherence to agreed scope).
  • Customer Feedback (maintaining acceptable ratings and addressing substantiated complaints).
  • Policy Compliance (no repeated breaches of these Terms).

Reviews & Actions: Aupaire may conduct periodic performance reviews (using platform data, feedback, dispute history). Where warranted, Aupaire may issue reminders, provide guidance, temporarily reduce visibility, suspend features, or suspend/terminate the account for persistent low performance or repeated substantiated complaints—always acting reasonably and proportionately.

Re-Application Restriction: Professionals whose accounts are terminated for misconduct or repeated low performance may not reapply or create new accounts under a different identity without Aupaire’s prior written consent.

13. Ranking, Badges & Visibility

Aupaire may, at its discretion, adjust how Professionals are displayed (e.g., order, badges, highlights) based on dynamic signals such as performance, reliability, responsiveness, recency, and policy compliance. Aupaire does not guarantee visibility, ranking, demand, income, or any minimum volume of Bookings.

14. Non-Circumvention & Non-Solicitation

To protect the integrity of the Platform and its marketplace:

  • Users agree not to solicit or accept services or payments outside the Platform with any User introduced through Aupaire, offline engagement is violating the platform usage policy and shall lead to permanent accounts suspension.
  • Aupaire may assess reasonable administrative fees or take corrective measures for confirmed circumvention, including account action and recovery of related losses.

15. Confidentiality & Privacy

  • Professional Duty: Professionals must keep family, personal, or health information strictly confidential and use it only to perform the Booking.
  • Customer Duty: Customers must respect the privacy of Professionals and not misuse their personal data.
  • Breach: Violations may result in termination and potential legal action. Processing of personal data is further detailed in the Privacy Policy.

16. Payments, Fees, Refunds; Withholding & Set-Off

  • Platform Fees: Aupaire may charge service, subscription, processing, or other fees as displayed in-app; fees may be updated with notice.
  • Refunds: At Aupaire’s discretion, case-by-case, subject to applicable law and in-app policies; approved refunds are processed to the original payment method.
  • Payouts: Professional earnings are processed per the payout schedule; delays may occur due to chargebacks, compliance checks, banking delays, or investigations.
  • Chargebacks: Aupaire may provide necessary evidence to processors and set off related losses from Professional payouts.
  • Withholding & Set-Off: Aupaire may temporarily withhold payouts or set off amounts owed to Aupaire (e.g., refunds, chargebacks, fees, verified damages) against amounts otherwise payable to the Professional, acting reasonably and in accordance with law.
  • Currency & Exchange Clarification: Where amounts are shown in other currencies, the governing legal currency for all purposes is Egyptian Pounds (EGP).

17. Intellectual Property

  • Aupaire’s Rights: The Platform, software, trademarks, and content are owned by Aupaire or licensors. Users receive a limited, revocable license to use the Services lawfully.
  • Professional Content: Professionals retain ownership of original materials they create (e.g., training/lesson plans). Customers may use such materials for personal, non-commercial purposes unless otherwise agreed in writing.
  • User Content License: By submitting reviews or media, Users grant Aupaire a non-exclusive, worldwide, royalty-free license to use, reproduce, and display such content to operate, secure, and improve the Services.
  • Restrictions: Users may not copy, modify, reverse-engineer, decompile, resell, sublicense, or exploit any part of the Platform’s technology, branding, or content without express written permission.
  • Brand & Trademark Use: Users may not use Aupaire’s name, logo, or trademarks for commercial purposes or representation without prior written approval, except for factual references (e.g., “booked via Aupaire”).
  • User-Generated Content Responsibility: Users remain solely responsible for the content they submit (e.g., reviews, photos, comments). Aupaire is not obliged to pre-screen all such content, but may remove or edit material that violates law or policy.

18. Ratings & Reviews

  • Reviews reflect individual opinions. Aupaire does not guarantee accuracy and is not liable for user-generated statements.
  • Paying for, coercing, or manipulating reviews is prohibited.
  • Aupaire may moderate or remove defamatory, discriminatory, or unlawful content, acting reasonably.

19. Data, Location & Communications (Cross-Reference)

By using the Services, Users acknowledge that Aupaire may collect and process personal data—including approximate location signals and call/chat metadata—for safety, support, fraud prevention, and service delivery, in accordance with the Privacy Policy. Users consent to receiving service, security, and account communications via in-app messages, email, and/or SMS. Marketing communications are subject to opt-out controls as described in the Privacy Policy.

20. Anti-Bribery & Anti-Corruption

Users must comply with applicable anti-bribery and anti-corruption laws. Offering, giving, requesting, or accepting bribes, kickbacks, or improper advantages in connection with the Services is strictly prohibited.

21. Disclaimers

  • Platform Limitation: Aupaire is not a service provider, healthcare institution, or staffing agency.
  • No Warranties: The Services are provided “as is” and “as available,” without warranties (express or implied) regarding quality, fitness, or uninterrupted availability.
  • Vetting Limits: Screening and verification reduce risk but cannot guarantee behavior or performance.
  • No Continuous Access Guarantee: Aupaire does not guarantee uninterrupted or error-free operation of the Platform; temporary outages, maintenance, or external failures may occur without liability.
  • Automated Features: Certain features may rely on algorithms or automated tools. While designed for fairness and transparency, Aupaire does not guarantee specific outcomes from automated decisions (e.g., recommendations, rankings, or AutoMatch).

22. Limitation of Liability

To the fullest extent permitted under Egyptian law:

  •  Aupaire is not liable for indirect, incidental, or consequential damages, including lost profits, goodwill, or data.
  • Aupaire is not liable for property damage, theft, or injury arising from services performed by Professionals.
  • Total liability is limited to amounts paid by a Customer to Aupaire, or by Aupaire to a Professional, in the three (3) months preceding the relevant incident.

23. Indemnification

Users agree to defend, indemnify, and hold harmless Aupaire, its officers, employees, and affiliates from claims, damages, liabilities, and expenses (including reasonable legal fees) arising from:

  • Use of the Services;
  • Breach of these Terms;
  • Violation of law or third-party rights;
  • Disputes between Customers and Professionals.
  • Failure to comply with applicable Egyptian Consumer Protection Law No. 181/2018, Data Protection Law No. 151/2020, or other relevant regulations.

24. Ongoing Suitability; Re-verification; Right to Refuse Service

To protect the community, Aupaire may, acting reasonably, conduct periodic re-verification, request updated documents, or refuse/suspend/terminate access where ongoing suitability concerns arise (e.g., substantiated complaints, policy breaches, safety risks, or legal prohibitions). Users must cooperate promptly with such requests.

  • Non-Cooperation Consequence: Failure to cooperate with lawful investigations, document requests, or verification checks may itself constitute a breach of these Terms and result in suspension or termination.

25. Suspension & Termination

  • By Aupaire: Accounts may be suspended or terminated for breaches, fraud, unsafe behavior, non-payment, circumvention, or persistent low performance after reasonable opportunities to improve.
  • Immediate Suspension: For zero-tolerance offenses (Section 8), Aupaire may suspend/terminate immediately and notify authorities where appropriate.
  • Legal/Regulatory Suspension: Aupaire may suspend or restrict accounts if required by law, regulatory directive, or court order.
  • Notice of Suspension: Where practicable, Aupaire will notify Users of suspension or termination and provide reasons, except where immediate action is required for safety, fraud prevention, or compliance with law/regulators.
  • By Users: Users may close accounts at any time; certain obligations survive termination (Section 30).

26. Dispute Resolution & Governing Law

  • Initial Resolution: Please contact support for prompt, informal resolution.
  • Jurisdiction: These Terms are governed by the laws of the Arab Republic of Egypt; the courts of Cairo have exclusive jurisdiction.
  • Arbitration : By mutual written agreement, disputes may be referred to binding arbitration under CRCICA rules; Users waive participation in class/representative actions in arbitration.
  • International Users: By accessing or using the Services outside Egypt, you confirm your agreement that Egyptian law applies exclusively and that Cairo courts (or CRCICA arbitration where agreed) are the sole forum for disputes.
  • Class Action Waiver (Expanded): All disputes must be pursued on an individual basis only, not as part of a class, collective, or representative action, whether in court or arbitration.
  • Claim Deadline: Any claim must be filed within one week (1) week of the event; later claims are barred.
    • Injunctive Relief: Either party may seek urgent court relief to prevent irreparable harm (e.g., IP misuse, data breaches).
    • Choice of Law for Non-Contractual Claims: These Terms, and any non-contractual obligations arising out of or in connection with them, are governed by Egyptian law.

27. Insurance Disclaimer

Aupaire does not provide liability, property, health, or professional indemnity insurance. Customers and Professionals are solely responsible for arranging any coverage they require.

28. Third-Party Services

The Services may integrate with third-party providers (e.g., payments, maps, identity verification) governed by their own terms and policies. Aupaire is not responsible for their acts or omissions.

  • Liability for Third Parties: Users agree to comply with the terms of integrated third-party services (e.g., payments, maps, SMS). Aupaire is not liable for downtime, errors, or acts/omissions of such third parties.

29. Amendments

Aupaire may revise these Terms periodically. Material changes will be communicated via in-app notification or email with at least 30 days’ notice. Continued use after the effective date constitutes acceptance.

30. Miscellaneous

  • No Waiver: Failure to enforce any provision is not a waiver.
  • Severability (Blue Pencil): If any provision is invalid or unenforceable, the remainder remains in effect, and the invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.
  • Precedence: In case of conflict between these Terms and any other in-app policies, FAQs, or marketing materials, these Terms shall prevail.
  • Headings & Interpretation: Headings are for convenience only and do not affect interpretation. In case of ambiguity, the version most consistent with Egyptian law shall prevail.
  • Assignment & Delegation: Users may not transfer, assign, delegate, or sublicense any rights or obligations under these Terms without Aupaire’s prior written consent; any attempted transfer without consent is void. Aupaire may assign these Terms as part of a merger, acquisition, or restructuring.
  • Force Majeure: Aupaire is not liable for delays beyond reasonable control, including natural disasters, governmental actions, internet failures, or pandemics.
  • Export Controls & Sanctions: Users may not use the Services if they are subject to trade sanctions, export control restrictions, or are located in a country under international embargoes.
  • Cumulative Rights: Rights and remedies under these Terms are cumulative and in addition to any rights available at law or in equity.
    • Survival: The following survive termination: Confidentiality & Privacy (15) (for five (5) years), Payments/Fees/Refunds & Set-Off (16), IP (17), Reviews (18), Data/Location & Communications (19), Anti-Bribery (20), Disclaimers (21), Limitation (22), Indemnification (23), Dispute Resolution (26), and this Survival clause.
  • Language Clause: Both English and Arabic versions of these Terms are legally valid. In case of conflict, the Arabic version shall prevail under Egyptian law.
  • Entire Agreement: These Terms and the Privacy Policy constitute the entire agreement between Users and Aupaire.

31. Notices & Communication

Aupaire may provide notices via in-app notifications, email, or registered mail to the contact details Users supply. Email notices are deemed received on the day of transmission; registered mail is deemed received within five (5) business days of dispatch; in-app notices are deemed received at the time of posting. Electronic delivery satisfies legal requirements for written notice.

  • Consumer Protection Path: Users may submit complaints directly through the in-app Help Center. Customers also retain their rights to escalate complaints to Egyptian consumer protection authorities as provided under Law No. 181/2018.

32. Contact Us

Aupaire JSC
Address: Capital Mall, Office E, Fifth Settlement, New Cairo, Cairo, Egypt.
Email: support@myaupaire.com