Customer Terms & Conditions

AUPAIRE PLATFORM

CUSTOMER TERMS & CONDITIONS

INTRODUCTION

1. Welcome to Aupaire

Welcome to Aupaire, a technology-enabled digital marketplace designed to connect Customers with independent Service Professionals offering childcare, home care, elderly care, home nursing, home healthcare support, and other related services made available through the Platform.

These Customer Terms and Conditions ("Terms") constitute a legally binding agreement between you ("Customer", "User", "you" or "your") and Aupaire for Technology and Artificial Intelligence J.S.C. ("Aupaire", "Platform", "Company", "we", "our", or "us").

These Terms govern your access to and use of the Platform, including our website, mobile applications, software, customer support services, payment features, communication tools, identity verification processes, artificial intelligence functionalities, booking system, and all related digital services.

By accessing, registering with, browsing, or using the Platform in any manner, you acknowledge that you have read, understood, and agreed to be legally bound by these Terms, our Privacy Policy, and any additional policies referenced herein.

If you do not agree to these Terms, you must immediately discontinue using the Platform.

2. Nature of the Platform

Aupaire operates exclusively as an independent technology marketplace that facilitates the introduction of Customers to independent Service Professionals.

The Platform provides digital tools designed to enable Customers to search for Service Professionals, submit booking requests, communicate through approved channels, complete identity verification procedures, make payments through authorized third-party payment providers, receive booking confirmations, submit reviews, and access customer support services.

Aupaire does not itself provide childcare services, nursing services, healthcare services, elderly care, transportation, employment services, recruitment services, staffing services, agency services, or any professional services advertised through the Platform.

Each Service Professional operates independently and remains solely responsible for providing Services in accordance with applicable professional standards, licensing requirements, and Applicable Law.

3. Acceptance of these Terms

By creating an Account, making a Booking, using any feature of the Platform, or otherwise accessing any Service, you confirm and represent that:

you have reached the legal age required to enter into binding contracts under Applicable Law;
you possess full legal capacity to accept these Terms;
all information submitted to Aupaire is complete, accurate, and current;
you will comply with all Applicable Laws while using the Platform;
you will comply with all Platform Policies, Community Standards, Safety Rules, and Booking Requirements published by Aupaire from time to time.

Electronic acceptance of these Terms shall have the same legal effect as a handwritten signature.

4. Modifications to these Terms

Aupaire reserves the right to amend, modify, replace, supplement, or update these Terms at any time where reasonably necessary to:

comply with Applicable Law;
comply with regulatory requirements;
improve Platform security;
introduce new products or services;
enhance Customer protection;
prevent fraud or abuse;
improve Platform functionality; or
reflect operational or commercial changes.

Where required by Applicable Law, Customers shall be notified of material amendments before such amendments become effective.

Continued use of the Platform after the effective date of any amendment constitutes acceptance of the updated Terms.

5. Definitions

For the purposes of these Terms, the following definitions shall apply unless the context otherwise requires:

Account means the registered Customer account created to access and use the Platform.

Applicable Law means all laws, regulations, governmental decisions, professional regulations, judicial decisions, regulatory requirements, and legally binding rules applicable within the Arab Republic of Egypt or any other applicable jurisdiction.

Booking means any request submitted through the Platform by a Customer seeking to obtain Services from a Service Professional.

Customer means any natural person using the Platform to search for, request, purchase, receive, review, or otherwise interact with Services.

Identity Verification Provider means any independent third-party service provider appointed by Aupaire from time to time to perform identity verification, document authentication, biometric verification, facial recognition, liveness detection, fraud prevention, or related verification services.

Payment Service Provider means any licensed third-party payment processor, payment gateway, acquiring bank, payment institution, financial technology provider, or similar regulated payment intermediary designated by Aupaire for processing payments.

Payment Hold means the temporary withholding of Customer payments pending completion of the relevant Booking, settlement processing, fraud review, refund assessment, dispute resolution, chargeback investigation, regulatory compliance, or any other legitimate operational purpose.

Platform means the Aupaire website, mobile applications, APIs, software, technology infrastructure, customer support systems, communication tools, administrative systems, and all associated digital services.

Service Professional means any independent individual who offers Services through the Platform and who is solely responsible for performing those Services.

Services means childcare, home care, elderly care, home nursing support, home healthcare support, and any additional services lawfully made available through the Platform.

Settlement means the payment settlement process conducted by the applicable Payment Service Provider in accordance with its operational procedures and Applicable Law.

Wallet means the internal accounting and settlement record maintained by the Platform solely for bookkeeping purposes. The Wallet does not constitute a bank account, payment account, deposit account, electronic money account, investment account, or stored-value facility.

6. Eligibility

To create and maintain an Account on the Platform, each Customer represents, warrants, and agrees that they:

a. are at least eighteen (18) years of age, or such higher age as may be required under Applicable Law;

b. possess full legal capacity to enter into legally binding agreements;

c. are not prohibited by Applicable Law from using the Platform or receiving the Services;

d. will use the Platform solely for lawful purposes and in accordance with these Terms;

e. will not create an Account on behalf of another individual unless expressly authorized to do so by Applicable Law; and

f. have not previously been permanently suspended or removed from the Platform unless expressly authorized in writing by Aupaire.

Aupaire reserves the right to request additional documentation or information at any time to verify a Customer's eligibility.

7. Account Registration

Customers must create a personal Account before accessing certain features of the Platform.

During registration, Customers may be required to provide accurate and complete information, including but not limited to:

Full legal name;
Mobile phone number;
Email address;
Residential address;
National identification information;
Date of birth;
Emergency contact information (where applicable); and
Any additional information reasonably requested by Aupaire.

Customers represent and warrant that all information submitted to the Platform is true, accurate, complete, and kept up to date at all times.

Customers remain solely responsible for ensuring that their Account information remains current throughout the duration of their use of the Platform.

8. Identity Verification

To promote the safety, integrity, and security of the Platform, Aupaire may require Customers to successfully complete one or more identity verification procedures before permitting registration, account activation, access to certain Platform features, Bookings, payments, withdrawals, or continued use of the Platform.

Identity verification may be conducted directly by Aupaire or through one or more independent third-party identity verification service providers designated by Aupaire from time to time.

Verification procedures may include, without limitation:

Identity document authentication;
National identification verification;
Facial recognition;
Biometric verification;
Liveness detection;
Fraud screening;
Duplicate account detection;
Sanctions or legally required screening;
Contact information verification; and
Any additional verification reasonably required for regulatory compliance, fraud prevention, Platform security, or Customer protection.

Customers acknowledge and agree that failure to complete any required verification process may result in delayed registration, restricted Platform functionality, refusal of access, cancellation of Bookings, temporary suspension, or permanent termination of the Account.

Successful identity verification does not constitute a guarantee of a Customer's identity, conduct, trustworthiness, future behavior, or suitability for any Service.

9. Re-Verification

Aupaire may require Customers to undergo additional identity verification at any time, including where:

personal information has changed;
suspicious activity has been detected;
unusual payment activity has occurred;
fraud prevention measures require additional verification;
Applicable Law or regulatory requirements change;
security concerns arise; or
Aupaire reasonably considers additional verification necessary to protect the Platform or its Users.

Failure to complete any requested re-verification within the specified timeframe may result in temporary or permanent restrictions on the Customer's Account.

10. Account Security

Customers are solely responsible for maintaining the confidentiality of their login credentials, passwords, verification codes, authentication methods, and any devices used to access the Platform.

Customers agree to:

maintain secure passwords;
immediately notify Aupaire of any suspected unauthorized access;
log out from shared devices;
prevent unauthorized use of their Account;
cooperate with any security investigation conducted by Aupaire.

Customers remain responsible for all activities conducted through their Account unless unauthorized access resulted solely from Aupaire's negligence or willful misconduct.

11. Account Suspension and Termination

Aupaire may, without prior notice where reasonably necessary, suspend, restrict, deactivate, or permanently terminate any Customer Account where:

false or misleading information has been provided;
identity verification cannot be completed;
fraudulent activity is suspected;
unauthorized payment activity is detected;
abuse of the Platform occurs;
illegal activity is suspected;
repeated complaints indicate a serious safety concern;
the Customer violates these Terms;
continued access may expose other Users or the Platform to legal, financial, operational, or reputational risk; or
suspension is required by Applicable Law or a competent governmental authority.

Where reasonably practicable, Aupaire shall notify the Customer of the suspension and may provide an opportunity to respond before taking permanent action.

Nothing in these Terms shall require Aupaire to maintain any Customer Account where continued access would compromise Platform security, legal compliance, or User safety.

12. Electronic Communications

By creating an Account, Customers consent to receive electronic communications from Aupaire, including:

account notifications;
booking confirmations;
payment notifications;
verification requests;
security alerts;
legal notices;
policy updates;
customer support communications; and
other operational communications reasonably necessary for the provision of the Platform.

Electronic communications shall satisfy any legal requirement that such communications be made in writing, to the extent permitted by Applicable Law.

13. Booking Requests

Customers may submit Booking requests through the Platform for Services made available by independent Service Professionals.

Submission of a Booking request does not guarantee that a Service Professional will accept, confirm, or complete the requested Service.

A Booking shall only become confirmed once:

the Booking has been accepted by the Service Professional;
any required identity verification has been completed;
payment authorization has been successfully completed where applicable;

any additional Platform requirements have been satisfied.

Aupaire reserves the right to refuse, suspend, delay, or cancel any Booking where reasonably necessary for legal, operational, security, fraud prevention, payment verification, or customer safety purposes.

14. Service Availability

The availability of any Service displayed on the Platform does not constitute a guarantee that such Service will remain available at any particular date, time, or location.

Service availability depends entirely upon the independent Service Professional, geographic location, customer eligibility, verification status, operational capacity, and other factors beyond Aupaire's reasonable control.

Aupaire makes no representation or warranty that any requested Booking will be accepted or completed.

15. Independent Service Professionals

All Services available through the Platform are independently offered and performed by Service Professionals acting in their own professional capacity.

Service Professionals are not employees, agents, partners, representatives, contractors, joint venturers, franchisees, or legal representatives of Aupaire.

Nothing contained in these Terms shall be interpreted as creating any employment, partnership, agency, fiduciary, or similar legal relationship between Aupaire and any Service Professional.

Each Service Professional remains solely responsible for:

performing Services safely and professionally;
complying with all applicable laws and professional regulations;
maintaining any licenses, permits, certifications, or professional registrations required under Applicable Law;
determining the appropriate manner of performing the requested Service;
complying with all health, safety, and ethical obligations applicable to their profession.

16. Customer Responsibilities

Customers agree to:

provide accurate Booking information;
provide complete and truthful information regarding the requested Service;
ensure that the Service location is safe and reasonably accessible;
treat all Service Professionals with dignity, courtesy, and respect;
comply with all reasonable safety instructions;
cooperate during identity verification procedures where applicable;
refrain from requesting Services that are unlawful, dangerous, abusive, discriminatory, or inconsistent with Applicable Law;
immediately report any safety concerns through the Platform.

Customers shall remain responsible for all information submitted during the Booking process.

17. Customer Conduct

Customers shall not:

use the Platform for unlawful purposes;
provide false identity information;
impersonate another person;
submit fraudulent Bookings;
harass, threaten, intimidate, abuse, or discriminate against any User;
request Services prohibited by Applicable Law;
attempt to circumvent Platform payment systems;
encourage Service Professionals to complete transactions outside the Platform;
interfere with Platform security or technical systems;
introduce malware, viruses, bots, or automated scripts;
violate any intellectual property rights;
misuse customer reviews or ratings;
attempt to manipulate search rankings or Platform algorithms.

Violation of this Section may result in immediate suspension or permanent termination of the Customer's Account.

18. Off-Platform Transactions

To protect Customers, Service Professionals, and the integrity of the Platform, Customers shall not encourage, request, or induce any Service Professional to accept payment or perform Services outside the Platform where such transaction originated through the Platform.

Aupaire shall not be responsible for any agreement, payment, dispute, injury, loss, damage, fraud, or claim arising from any transaction conducted outside the Platform.

Where a Customer repeatedly attempts to bypass the Platform, Aupaire may suspend or permanently terminate the Customer's Account.

19. Communications Through the Platform

Customers are encouraged to communicate with Service Professionals through the communication tools made available by the Platform.

Aupaire may monitor, retain, review, or disclose communications where reasonably necessary to:

investigate complaints;
prevent fraud;
comply with Applicable Law;
protect User safety;
enforce these Terms;
respond to lawful requests from governmental authorities.

Nothing in this Section obligates Aupaire to actively monitor all communications.

20. Reviews and Ratings

Customers may submit reviews, ratings, and feedback regarding completed Services.

Reviews must:

be truthful;
be based upon actual experiences;
not contain defamatory, abusive, discriminatory, misleading, false, or unlawful content;
not include confidential or personal information of another individual.

Aupaire reserves the right to remove, edit, restrict, or refuse publication of any review that violates these Terms or Applicable Law.

Publication of a review does not constitute endorsement by Aupaire.

21. Complaints and Service Issues

Customers are encouraged to report any complaint, concern, safety issue, or dissatisfaction through the Platform as soon as reasonably practicable.

Where appropriate, Aupaire may facilitate communication between the Customer and the Service Professional in an effort to resolve the matter.

Aupaire reserves the right to investigate complaints, request supporting information, suspend Accounts, delay payments, or take any other reasonable action necessary to protect Users, maintain Platform integrity, or comply with Applicable Law.

Nothing in this Section shall obligate Aupaire to determine liability between Customers and Service Professionals.

22. Emergencies

The Platform is not an emergency response service.

Customers shall not rely upon the Platform to obtain urgent medical care, emergency healthcare services, emergency childcare, police assistance, fire services, ambulance services, or any other emergency response.

In the event of an emergency, Customers should immediately contact the appropriate governmental emergency services.

23. Payment Processing

All payments made through the Platform shall be processed exclusively through one or more independent licensed Payment Service Providers designated by Aupaire from time to time.

Aupaire does not directly process, receive, issue, hold, or store payment card information and does not operate as a bank, financial institution, electronic money issuer, payment institution, money transfer service, or regulated payment service provider.

Customers acknowledge that payment processing is performed independently by the applicable Payment Service Provider in accordance with its own operational procedures, security standards, contractual terms, and Applicable Law.

24. Payment Authorization

By placing a Booking, the Customer authorizes Aupaire and the applicable Payment Service Provider to:

process payment for the requested Services;
verify payment information;
perform fraud prevention procedures;
obtain payment authorization;
place temporary payment authorizations where applicable;
complete settlement upon satisfaction of the applicable Booking requirements.

Failure to obtain successful payment authorization may result in automatic cancellation or rejection of the Booking.

25. Payment Hold

To protect Customers, Service Professionals, and the integrity of the Platform, customer payments may be temporarily held before settlement where reasonably necessary for:

completion of the Booking;
fraud prevention;
identity verification;
payment verification;
refund assessment;
dispute investigation;
chargeback review;
compliance with Applicable Law;
compliance with regulatory requirements;
protection of Users;
any other legitimate operational purpose.

Customers acknowledge and agree that temporary payment holds do not constitute deposits, savings accounts, investment products, or electronic money.

26. Settlement

Payments shall be settled in accordance with the settlement procedures established by the applicable Payment Service Provider.

Settlement timing may vary depending upon:

payment method;
banking procedures;
fraud prevention reviews;
disputes;
regulatory requirements;
public holidays;
operational processing times.

Aupaire does not guarantee immediate settlement or immediate release of funds.

27. Platform Wallet

Where the Platform provides a Wallet or balance feature, such feature exists solely as an internal accounting and settlement mechanism.

The Wallet:

is not a bank account;
is not an electronic wallet;
is not electronic money;
is not a deposit account;
is not a payment account;
does not constitute stored value;
does not generate interest;
cannot be interpreted as a regulated financial product.

Wallet balances represent bookkeeping records maintained solely for Platform operational purposes.

28. Pricing

Service prices displayed on the Platform are determined in accordance with the applicable pricing model adopted by Aupaire.

Applicable prices may include:

Service Fees;
Platform Fees;
Booking Fees;
Processing Fees;
Taxes;
Governmental Charges;
Additional Charges disclosed before confirmation.

Customers remain responsible for reviewing all pricing information before confirming any Booking.

29. Refunds

Refund eligibility shall depend upon:

the applicable cancellation policy;
completion status of the Booking;
payment verification;
fraud investigations;
dispute resolution outcomes;
Applicable Law;
consumer protection requirements.

Refund requests shall be reviewed individually.

Approval of any refund shall remain subject to the outcome of the Platform's review procedures.

Refund processing times may depend upon the applicable Payment Service Provider and financial institutions involved.

30. Cancellations

Customers may cancel Bookings in accordance with the applicable cancellation policy displayed during the Booking process.

Cancellation charges may apply depending upon:

the timing of cancellation;
preparation already undertaken by the Service Professional;
operational costs;
administrative expenses;
Applicable Law.

Repeated abuse of cancellation rights may result in suspension of Platform privileges.

31. Chargebacks

Where a payment is reversed through:

a chargeback;
bank investigation;
payment dispute;
fraud investigation;
unauthorized transaction claim;
regulatory action; or
Payment Service Provider determination,

Aupaire reserves the right to:

suspend pending settlements;
reverse previously credited amounts where legally permitted;
recover outstanding amounts;
offset future payments;
suspend Customer Accounts;
suspend Bookings;
investigate the relevant transaction;
request supporting documentation;
take any other reasonable action necessary to protect the Platform.

Customers agree to cooperate fully in any chargeback investigation.

32. Failed Payments

Where any payment cannot be successfully processed, Aupaire may:

reject the Booking;
suspend the Booking;
request an alternative payment method;
delay confirmation;
suspend Customer access until payment issues are resolved.

33. Taxes

Customers remain responsible for any taxes, governmental fees, duties, or similar charges applicable to their use of the Platform where required by Applicable Law.

Where legally required, applicable taxes shall be included within the total amount payable or separately disclosed before payment confirmation.

34. Fraud Prevention

To protect all Users, Aupaire may delay, suspend, refuse, investigate, or reverse any payment where reasonably necessary to investigate:

suspected fraud;
money laundering risks;
identity concerns;
suspicious transactions;
duplicate payments;
unusual Booking activity;
security threats;
compliance with Applicable Law.

Customers agree to provide any information reasonably requested during such investigations.

35. Payment Provider Rules

Customers acknowledge that payment transactions remain subject to the independent operational procedures, security requirements, fraud prevention measures, settlement rules, chargeback procedures, and regulatory obligations of the applicable Payment Service Provider.

Aupaire shall not be responsible for delays, interruptions, or operational issues arising solely from the systems or procedures of any independent Payment Service Provider.

36. Currency

Unless otherwise stated, all prices displayed on the Platform are quoted in the applicable local currency.

Where currency conversion is required, exchange rates and conversion fees may be determined by the applicable financial institution or Payment Service Provider.

Aupaire shall not be responsible for exchange rate fluctuations or banking conversion fees.

37. Nature of the Services

The Platform enables Customers to identify, book, and communicate with independent Service Professionals offering childcare, elderly care, home care, home nursing support, home healthcare support, and other related services.

All Services are independently provided by the relevant Service Professional.

Aupaire solely provides the technological infrastructure that facilitates communication, booking management, payment processing, customer support, and other Platform functions.

Nothing contained in these Terms shall be interpreted as creating a healthcare provider-patient relationship, employer-employee relationship, agency relationship, partnership, or joint venture between Aupaire and any Service Professional.

38. No Medical Provider Relationship

Aupaire is not a hospital, clinic, healthcare facility, nursing agency, medical practice, physician group, or licensed healthcare provider.

Aupaire does not:

diagnose illnesses;
prescribe medication;
recommend treatment plans;
supervise medical procedures;
provide nursing care;
employ healthcare professionals;
determine the medical suitability of any Service.

All healthcare-related decisions remain exclusively between the Customer and the relevant licensed healthcare professional.

39. Independent Professional Responsibility

Each Service Professional remains solely responsible for:

determining whether to accept a Booking;
assessing the Customer's needs;
determining whether the requested Service falls within their professional qualifications;
performing Services safely and competently;
complying with Applicable Law;
maintaining all licenses, registrations, certifications, permits, and professional qualifications required for the lawful performance of the Services.

Aupaire shall not supervise or direct the professional judgment exercised by any Service Professional.

40. Customer Responsibilities Regarding Healthcare Services

Customers agree to provide complete, accurate, and truthful information regarding any health condition, medical history, allergies, mobility limitations, disabilities, medications, risks, or other circumstances that may reasonably affect the safe performance of the requested Service.

Customers remain responsible for ensuring that all information provided to the Service Professional is accurate and updated.

Failure to disclose relevant information may affect the safe delivery of Services.

41. Childcare Services

Where Services involve children, the Customer agrees to:

provide accurate information regarding the child's age, medical conditions, allergies, medications, behavioral needs, emergency contacts, and special care requirements;
ensure that the Service Professional has access to any information reasonably necessary to safeguard the child;
provide a safe environment for the delivery of the Service.

Parents or legal guardians remain solely responsible for all decisions relating to the care, welfare, education, health, supervision, and wellbeing of the child.

Nothing contained in these Terms transfers parental responsibility to Aupaire.

42. Elderly Care Services

Where Services involve elderly individuals, Customers agree to provide all information reasonably necessary to enable the Service Professional to safely perform the requested Services.

Customers acknowledge that elderly care requirements vary depending upon the individual's physical, medical, cognitive, and emotional condition.

Aupaire does not assess the medical suitability of any requested Service.

43. Emergency Situations

The Platform is not designed to provide emergency medical assistance or emergency response services.

In any medical emergency or life-threatening situation, Customers must immediately contact the appropriate emergency services or seek immediate medical assistance.

Customers acknowledge that the Platform shall not be relied upon for emergency medical treatment, urgent nursing intervention, ambulance services, or crisis response.

44. Professional Licenses

Where Applicable Law requires professional licenses, certifications, permits, or registrations for the lawful performance of any Service, the relevant Service Professional remains solely responsible for maintaining such qualifications throughout the provision of Services.

Aupaire may request evidence of such qualifications during onboarding or at any time thereafter but does not guarantee their continued validity or compliance unless otherwise expressly stated.

45. No Guarantee of Professional Performance

Although Aupaire may conduct identity verification and onboarding procedures, Aupaire does not guarantee:

the competence of any Service Professional;
future conduct;
professional performance;
clinical judgment;
treatment outcomes;
customer satisfaction;
continuous availability;
suitability for any particular Customer.

Customers remain solely responsible for determining whether a particular Service Professional meets their individual needs.

46. Health Information

Customers acknowledge that certain health-related information may be collected where reasonably necessary to facilitate requested Services.

Customers represent that they have lawful authority to provide such information.

Health information shall be processed in accordance with Applicable Law and the Platform's Privacy Policy.

Customers should avoid providing information that is not reasonably necessary for the requested Service.

47. Safety Reporting

Customers are encouraged to immediately report through the Platform any incident involving:

unsafe conduct;
professional misconduct;
abuse;
neglect;
violence;
discrimination;
fraud;
inappropriate behaviour;
criminal activity;
threats to health or safety.

Aupaire reserves the right to investigate any reported incident and to take any action reasonably necessary to protect Users and maintain Platform safety.

48. Platform Safety Measures

To promote the safety of all Users, Aupaire may implement reasonable measures including:

identity verification;
account monitoring;
fraud detection;
complaint investigations;
temporary account restrictions;
permanent account suspension;
document verification;
safety reviews;
customer support investigations.

Such measures are intended solely to improve Platform safety and do not constitute a guarantee that all risks can be eliminated.

49. Customer Acknowledgement

By using the Platform, Customers acknowledge and agree that:

all Services are independently provided by Service Professionals;
Aupaire is not responsible for professional judgment exercised during the delivery of Services;
identity verification does not constitute a guarantee of competence or future conduct;
no technology platform can eliminate all operational, medical, professional, or personal risks;
Customers remain responsible for exercising reasonable judgment when selecting Service Professionals.

50. Limitation Regarding Professional Advice

Information made available through the Platform, including descriptions, profiles, ratings, reviews, educational materials, frequently asked questions, AI-generated recommendations, or customer support communications, is provided solely for general informational purposes.

Nothing contained on the Platform constitutes medical advice, nursing advice, childcare advice, legal advice, financial advice, or professional advice.

Customers should seek independent professional advice whenever appropriate.

51. Personal Information

In order to provide the Services and operate the Platform, Aupaire may collect, receive, generate, use, store, process, and disclose certain personal information relating to Customers.

Such information may include, where applicable:

full name;
contact information;
identification information;
date of birth;
profile information;
Booking history;
payment-related information;
communication records;
customer support records;
device information;
location information;
verification information; and
any other information reasonably necessary for the operation of the Platform.

All personal information shall be processed in accordance with Applicable Law and the Aupaire Privacy Policy.

52. Identity Verification Data

Where identity verification is required, Customers acknowledge and agree that Aupaire may engage one or more independent third-party identity verification providers to verify identity and protect the security and integrity of the Platform.

Verification activities may include:

identity document authentication;
facial recognition;
biometric verification;
liveness detection;
fraud prevention;
duplicate account detection;
verification of identity information; and
other reasonable verification procedures required for security or legal compliance.

Customers must complete required verification to access the relevant Platform features. Where Applicable Law requires consent for verification or associated Personal Data processing, Aupaire shall obtain that consent separately through a specific, informed and affirmative consent process. Acceptance of these Terms does not itself constitute that consent.

53. Biometric Information

Where biometric verification technologies are used, Customers acknowledge that biometric information may be processed solely for identity verification, fraud prevention, Platform security, regulatory compliance, and protection of Users.

Aupaire shall not use biometric information for marketing, advertising, profiling unrelated to Platform security, or any purpose prohibited by Applicable Law.

Where biometric verification is performed by an independent third-party provider, such processing shall be governed by the applicable contractual arrangements and the provider's legal obligations in addition to these Terms.

54. Health Information

Where a Customer voluntarily provides health-related information for the purpose of receiving Services, such information shall be processed only to the extent reasonably necessary to facilitate the requested Services.

Customers acknowledge that certain health information may constitute sensitive personal data under Applicable Law.

Customers remain responsible for ensuring the accuracy of information voluntarily provided through the Platform.

55. Artificial Intelligence

The Platform may use artificial intelligence, machine learning, automated technologies, or algorithmic systems to support Platform operations.

Such technologies may be used for purposes including:

Service matching;
search optimisation;
recommendation systems;
fraud detection;
identity verification support;
booking recommendations;
customer support;
content moderation;
operational analytics;
Platform security.

Artificial intelligence assists Platform operations but does not replace independent human judgment where human review is reasonably appropriate.

56. Automated Decision-Making

Certain operational decisions may be supported by automated technologies.

Where reasonably appropriate, Aupaire may conduct human review before making significant decisions affecting Customer Accounts, access to Services, or Platform participation.

Nothing in these Terms requires Aupaire to disclose fraud detection methodologies, security algorithms, or proprietary decision-making systems where disclosure could compromise Platform security.

57. Third-Party Technology Providers

The Platform relies upon independent third-party technology providers for certain operational functions including, without limitation:

payment processing;
identity verification;
cloud hosting;
customer communications;
analytics;
mapping services;
fraud prevention;
cybersecurity;
artificial intelligence;
technical infrastructure.

Aupaire may replace, appoint, or remove such providers at any time without prior notice where reasonably necessary for operational, commercial, legal, or security reasons.

58. International Processing

Where permitted by Applicable Law, Customer information may be processed, stored, transmitted, or accessed in jurisdictions outside the Customer's country of residence where reasonably necessary for the provision of Platform services.

Where international processing occurs, Aupaire shall implement reasonable contractual, technical, and organisational safeguards designed to protect personal information.

59. Data Retention

Customer information shall be retained only for as long as reasonably necessary to:

provide the Services;
comply with Applicable Law;
resolve disputes;
investigate fraud;
enforce these Terms;
satisfy legal or regulatory obligations;
maintain appropriate business records.

Following expiry of applicable retention periods, personal information may be deleted, anonymised, or securely destroyed in accordance with Applicable Law and Aupaire's internal policies.

60. Security Measures

Aupaire implements reasonable administrative, technical, and organisational safeguards designed to protect Customer information against unauthorised access, accidental loss, misuse, unlawful disclosure, alteration, or destruction.

No electronic system can guarantee absolute security.

Accordingly, Customers acknowledge that the transmission and storage of electronic information involves inherent risks.

61. Customer Responsibilities Regarding Personal Data

Customers agree that they shall:

submit only accurate information;
provide only information necessary for the requested Services;
avoid uploading unlawful or misleading information;
obtain any legally required consent before providing information relating to another individual;
promptly update inaccurate information.

Customers remain responsible for the legality of information submitted through their Accounts.

62. Privacy Policy

The Aupaire Privacy Policy forms an integral part of these Terms.

By using the Platform, Customers acknowledge that they have read, understood, and accepted the Privacy Policy, together with any amendments published from time to time.

Where any conflict arises between these Terms and the Privacy Policy regarding the processing of personal information, the Privacy Policy shall prevail to the extent of that conflict.

63. Platform Disclaimer

The Platform is provided on an "as is" and "as available" basis.

To the fullest extent permitted by Applicable Law, Aupaire makes no representation, warranty, or guarantee, whether express, implied, statutory, or otherwise, regarding:

uninterrupted availability of the Platform;
continuous operation of the Services;
compatibility with all devices;
absence of technical errors;
absence of interruptions;
absence of security incidents;
suitability of any Service Professional;
quality of any Service;
availability of any Booking;
accuracy of Customer-generated content; or
accuracy of third-party information.

Customers use the Platform entirely at their own discretion and risk.

64. No Guarantee of Services

Aupaire does not guarantee that:

any Booking will be accepted;
any Service Professional will remain available;
any Customer will receive a requested Service;
any Service will satisfy individual expectations;
any Service will achieve any desired outcome.

Each Service remains subject to the independent decisions and availability of the relevant Service Professional.

65. Third-Party Services Disclaimer

The Platform integrates with independent third-party services for payment processing, identity verification, cloud hosting, mapping, communications, analytics, artificial intelligence, cybersecurity, and other operational functions.

Aupaire does not own, operate, or control such independent services.

Accordingly, Aupaire shall not be responsible for interruptions, outages, delays, technical failures, security incidents, payment failures, verification delays, or operational disruptions arising solely from such independent third-party services.

66. Healthcare Disclaimer

Nothing contained within the Platform constitutes:

medical advice;
nursing advice;
diagnosis;
treatment;
prescription;
clinical assessment;
healthcare recommendation;
emergency medical assistance.

Customers remain solely responsible for obtaining appropriate professional healthcare advice whenever required.

67. No Employment Relationship

Customers acknowledge that Service Professionals operate independently.

Nothing contained within these Terms shall create:

employment;
agency;
partnership;
joint venture;
franchise;
representative authority;
fiduciary relationship

between Aupaire and any Service Professional.

68. Customer Assumption of Risk

Customers acknowledge that certain Services available through the Platform may involve inherent risks, including but not limited to:

childcare;
elderly care;
home nursing;
home healthcare support;
in-home visits;
interaction with independent individuals.

Customers voluntarily assume all ordinary risks associated with requesting and receiving such Services.

69. Limitation of Liability

To the maximum extent permitted by Applicable Law, Aupaire shall not be liable for any indirect, incidental, consequential, exemplary, special, punitive, or economic damages arising out of or relating to:

use of the Platform;
inability to access the Platform;
cancellation of Bookings;
acts or omissions of Service Professionals;
acts or omissions of Customers;
payment delays;
verification delays;
technical failures;
cyber incidents;
data loss;
force majeure events;
interruptions of third-party services.

70. Liability Cap

To the fullest extent permitted by Applicable Law, the aggregate liability of Aupaire arising out of or relating to these Terms or the Customer's use of the Platform shall not exceed the total Platform Fees actually paid by the Customer to Aupaire during the six (6) months immediately preceding the event giving rise to the relevant claim.

Nothing in this Section shall exclude or limit liability where such limitation is prohibited under Applicable Law.

71. Customer Indemnity

Customers agree to defend, indemnify, and hold harmless Aupaire, its affiliates, directors, officers, employees, consultants, shareholders, contractors, licensors, technology providers, successors, and assigns from and against any claims, liabilities, damages, losses, judgments, penalties, fines, costs, expenses, and reasonable legal fees arising out of or relating to:

violation of these Terms;
unlawful conduct;
fraud;
misuse of the Platform;
infringement of third-party rights;
inaccurate information submitted by the Customer;
violation of Applicable Law;
negligent or intentional misconduct.

72. Force Majeure

Aupaire shall not be liable for any failure or delay in performing its obligations where such failure results from circumstances beyond its reasonable control, including but not limited to:

natural disasters;
epidemics or pandemics;
governmental actions;
armed conflicts;
terrorism;
civil unrest;
internet outages;
telecommunications failures;
cyberattacks;
failures of third-party infrastructure;
banking system disruptions;
utility failures.

Performance shall resume as soon as reasonably practicable following cessation of the relevant event.

73. Regulatory Changes

Where changes in Applicable Law, governmental regulations, licensing requirements, judicial decisions, or regulatory guidance affect the operation of the Platform, Aupaire reserves the right to:

modify Services;
suspend certain features;
introduce additional verification requirements;
amend operational procedures;
restrict access to certain Services; or
update these Terms as reasonably necessary to maintain legal compliance.

74. Survival

The following provisions shall survive termination of these Terms:

payment obligations;
dispute resolution;
confidentiality;
intellectual property;
limitation of liability;
indemnification;
governing law;
records retention;
fraud investigations;
regulatory compliance;
any other provisions which by their nature are intended to survive termination.

75. Intellectual Property

All intellectual property rights relating to the Platform, including but not limited to:

software;
source code;
object code;
databases;
algorithms;
artificial intelligence systems;
website content;
mobile applications;
Platform design;
graphics;
logos;
trademarks;
service marks;
trade names;
business methods;
documentation;
user interfaces;
audiovisual content;
text;
images;
know-how;
confidential information;
proprietary technology;

shall remain the exclusive property of Aupaire or its licensors.

Nothing contained in these Terms transfers ownership of any intellectual property rights to any Customer.

76. Limited License

Subject to continued compliance with these Terms, Aupaire grants Customers a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Platform solely for personal, lawful, and non-commercial purposes.

Customers shall not:

copy;
reproduce;
modify;
distribute;
reverse engineer;
decompile;
disassemble;
create derivative works;
exploit commercially;
scrape;
data mine;
automate access to;
interfere with

any portion of the Platform except as expressly permitted by Applicable Law.

77. Confidentiality

Customers shall keep confidential any non-public information obtained through the Platform that reasonably appears confidential, including information relating to Service Professionals, business operations, pricing structures, technical systems, security procedures, and Platform functionality.

This obligation shall survive termination of these Terms where permitted by Applicable Law.

78. Suspension and Termination by Aupaire

Without limiting any other rights available under these Terms or Applicable Law, Aupaire may suspend, restrict, deactivate, or permanently terminate any Account where:

these Terms are violated;
fraud is suspected;
abuse is identified;
payment obligations remain outstanding;
regulatory compliance requires suspension;
customer behaviour threatens Platform integrity or User safety;
continued access may expose Aupaire to legal, financial, operational, or reputational risk.

Termination shall not affect any accrued rights or obligations existing prior to termination.

79. Termination by the Customer

Customers may discontinue use of the Platform and request closure of their Account at any time, subject to:

completion of outstanding Bookings;
payment of outstanding fees;
resolution of pending disputes;
compliance with Applicable Law;
completion of any required investigations.

Termination shall not affect obligations arising before termination.

80. Governing Law

These Terms shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt, without regard to conflict of law principles.

81. Dispute Resolution

To the fullest extent permitted by applicable law, any dispute, controversy or claim arising out of or in connection with these Terms, 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 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.

82. Electronic Records

Customers acknowledge that:

electronic records;
electronic communications;
electronic signatures;
electronic confirmations;
electronic payment records;
electronic verification records;
Platform logs;
audit logs;
electronic receipts;
digital evidence;

may be maintained by Aupaire and may be relied upon as evidence to the fullest extent permitted by Applicable Law.

83. Assignment

Customers may not assign, transfer, delegate, or otherwise dispose of any rights or obligations arising under these Terms without the prior written consent of Aupaire.

Aupaire may assign these Terms or any rights arising hereunder to any affiliate, successor, purchaser, merger entity, financing institution, or other lawful transferee without Customer consent, provided that Customer rights are not materially reduced.

84. Severability

If any provision of these Terms is held to be unlawful, invalid, or unenforceable, the remaining provisions shall remain in full force and effect.

The invalid provision shall, where reasonably possible, be interpreted or replaced so as to achieve the original commercial intent.

85. Waiver

Failure by Aupaire to enforce any provision of these Terms shall not constitute a waiver of any right or remedy.

Any waiver shall only be effective if made expressly in writing by an authorized representative of Aupaire.

86. Entire Agreement

These Terms, together with the Privacy Policy, Refund Policy, Community Guidelines, Safety Standards, and any additional policies expressly incorporated by reference, constitute the entire agreement between Aupaire and the Customer regarding use of the Platform.

They supersede all prior discussions, negotiations, understandings, and agreements relating to the same subject matter.

87. Language

These Terms may be made available in multiple languages.

In the event of any inconsistency between different language versions, the English version shall prevail unless otherwise required by Applicable Law.

88. Contact Information

Questions, complaints, legal notices, or requests relating to these Terms may be submitted through the contact details published on the Platform or by contacting:

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

Contact address: Capital Mall, Office E, Fifth Settlement, New Cairo, Cairo, Egypt.

Legal enquiries: legal@myaupaire.com

Telephone: +20 1044559944

Website: https://myaupaire.com

Schedules incorporated into these terms

The customer schedules linked below form part of these Terms.

Customer terms & conditions

AUPAIRE PLATFORM