Community standards

AUPAIRE COMMUNITY STANDARDS

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

These Community Standards ("Standards") establish the expected standards of conduct for all persons using or participating in the Aupaire Platform.

Aupaire is designed to connect Customers with Service Professionals and facilitate Services in a manner that promotes:

• respect;
• dignity;
• safety;
• professionalism;
• trust;
• fairness;
• privacy; and
• responsible use of the Platform.

These Standards apply to interactions between:

• Customers;
• Service Professionals;
• Aupaire personnel;
• authorised representatives; and
• other persons participating in Platform activities.

2. RELATIONSHIP WITH OTHER AUPAIRE POLICIES

These Standards shall be read together with:

• Customer Terms & Conditions;
• Service Professional Agreement;
• Trust & Safety Policy;
• Acceptable Use Policy;
• Privacy Policy;
• Complaint Handling Procedure;
• Incident Reporting & Response Procedure;
• Booking, Cancellation & Refund Policy;
• Professional Verification & Credential Policy;
• Professional Payments & Payout Policy; and
• other applicable Platform Policies.

Where conduct creates an immediate safety concern, the Trust & Safety Policy and Incident Reporting & Response Procedure shall apply.

3. WHO THESE STANDARDS APPLY TO

These Standards apply to all Platform Users, including:

• Customers;
• Service Professionals;
• parents or guardians using the Platform on behalf of another person;
• persons receiving Services;
• authorised representatives; and
• other persons whose conduct directly affects Platform activities.

4. BASIC COMMUNITY PRINCIPLES

All Users are expected to:

4.1 Treat Others With Respect

Users must treat other people with dignity and respect.

4.2 Communicate Honestly

Users should provide accurate and truthful information relevant to their use of the Platform.

4.3 Respect Personal Boundaries

Users must respect reasonable physical, professional and personal boundaries.

4.4 Protect Privacy

Users must respect the privacy and confidentiality of other Users.

4.5 Follow Professional Boundaries

Professionals must maintain appropriate professional boundaries with Customers and persons receiving Services.

4.6 Prioritise Safety

Users should act in a manner that does not unnecessarily place another person at risk.

5. RESPECTFUL COMMUNICATION

Users must communicate in a reasonably respectful manner.

Prohibited conduct includes:

• abusive language;
• repeated insults;
• threatening messages;
• intimidation;
• humiliation;
• degrading comments;
• targeted harassment; and
• deliberately hostile behaviour.

A disagreement or negative review does not, by itself, constitute prohibited conduct.

6. HARASSMENT

Aupaire does not permit harassment through the Platform.

Harassment may include:

• repeated unwanted contact;
• intimidation;
• targeted insults;
• sexual harassment;
• threatening behaviour;
• stalking;
• unwanted personal comments;
• repeated contact after a person has reasonably requested that communication stop; or
• other conduct that creates an unreasonable hostile environment.

7. DISCRIMINATION

Users must not discriminate against another person on a prohibited basis under Applicable Law.

This includes discriminatory treatment relating to, where legally protected:

• race;
• colour;
• nationality;
• ethnicity;
• religion;
• sex;
• disability;
• age;
• or other legally protected characteristics.

Aupaire may take appropriate action where discriminatory conduct violates Applicable Law or Platform Policies.

8. SEXUAL HARASSMENT AND SEXUAL MISCONDUCT

The following conduct is prohibited:

• unwanted sexual comments;
• unwanted sexual advances;
• sexual harassment;
• unwanted touching;
• requests for sexual activity in connection with Services;
• sexualised communications that are unwelcome;
• sexual exploitation; and
• other sexual misconduct.

Professional Services must remain within their agreed and lawful professional scope.

9. PHYSICAL BOUNDARIES

Users must respect the physical boundaries of others.

No User may:

• intentionally cause physical harm;
• engage in unwanted physical contact;
• threaten physical violence;
• restrain another person without lawful justification; or
• otherwise engage in unsafe physical conduct.

10. THREATS AND VIOLENCE

Threats of violence, physical assault or serious harm are prohibited.

Aupaire may take immediate protective action where there is a credible safety concern, including:

• cancelling a Booking;
• restricting an Account;
• suspending access;
• activating relevant safety procedures; and
• referring the matter to competent authorities where appropriate.

11. SAFEGUARDING CHILDREN

Where Services involve children, Users must maintain appropriate safeguarding standards.

Prohibited conduct includes:

• abuse;
• exploitation;
• sexual misconduct;
• inappropriate physical contact;
• grooming;
• neglect;
• abandonment;
• threatening behaviour; or
• other conduct placing a child at unreasonable risk.

Child-safeguarding concerns shall be handled under the Trust & Safety Policy and Incident Reporting Procedure.

12. ELDERLY AND VULNERABLE PERSONS

Users providing or receiving Services involving elderly persons or Vulnerable Adults must maintain appropriate standards of:

• dignity;
• respect;
• safety;
• privacy;
• care; and
• professional boundaries.

Abuse, neglect, exploitation, coercion or inappropriate treatment is prohibited.

13. PATIENT AND HEALTHCARE PROFESSIONAL CONDUCT

Professionals providing nursing or healthcare-related Services must:

• act within their verified professional scope;
• maintain appropriate professional boundaries;
• protect Patient confidentiality;
• follow applicable professional requirements;
• treat Patients with dignity; and
• report serious safety concerns.

A Professional must not represent themselves as qualified to perform a healthcare activity where they lack the required qualification or licence.

14. PROFESSIONAL BOUNDARIES

Professionals must maintain appropriate boundaries with Customers and persons receiving Services.

Professionals must not use a Service relationship to:

• exploit a Customer;
• solicit inappropriate personal relationships;
• pressure a Customer for money;
• request inappropriate personal information;
• engage in sexual misconduct;
• manipulate a vulnerable person; or
• otherwise abuse the professional relationship.

15. CUSTOMER BOUNDARIES

Customers must also respect the professional boundaries of Service Professionals.

Customers must not:

• demand services outside the agreed scope;
• pressure Professionals to perform unlawful activities;
• request inappropriate personal services;
• engage in harassment;
• request sexual services;
• threaten Professionals; or
• require Professionals to violate Platform Policies or Applicable Law.

16. HONEST REPRESENTATION

Users must provide accurate information relevant to:

• identity;
• Booking;
• Service requirements;
• professional qualifications;
• Service location;
• payment information;
• health or safety information where reasonably necessary; and
• other material Platform information.

Users must not intentionally provide materially false information to obtain an unfair advantage.

17. PROFESSIONAL QUALIFICATIONS

Professionals must accurately represent:

• qualifications;
• licences;
• certifications;
• experience;
• professional status;
• Service Categories; and
• other credentials.

Misrepresenting professional qualifications may result in immediate verification review or Account restriction.

18. IDENTITY AND IMPERSONATION

Users must use their own authorised Accounts.

Prohibited conduct includes:

• impersonation;
• identity fraud;
• use of another person's Account;
• use of another Professional's credentials;
• allowing another person to perform Services under one's Account; and
• deliberately concealing identity for fraudulent purposes.

19. ACCOUNT SHARING

Accounts are generally personal to the registered User.

Users must not allow another person to:

• access their Account;
• accept Bookings;
• communicate with other Users;
• provide Services;
• receive payments; or
• otherwise operate through their Account

unless expressly authorised by Aupaire.

20. PRIVACY AND CONFIDENTIALITY

Users must respect the confidentiality of information obtained through the Platform.

Users must not improperly:

• collect;
• record;
• copy;
• publish;
• sell;
• disclose;
• distribute; or
• otherwise misuse

another person's Personal Data.

21. PHOTOGRAPHS AND RECORDINGS

Users must not photograph, record, publish or distribute another person's image, voice, communications or private information in violation of:

• Applicable Law;
• Privacy Policy;
• consent requirements; or
• reasonable privacy expectations.

Additional restrictions may apply in healthcare, childcare and vulnerable-person settings.

22. MEDICAL AND HEALTH INFORMATION

Users must treat health-related information as confidential.

Professionals must not disclose Patient information except where:

• authorised;
• legally required;
• necessary for legitimate professional purposes; or
• otherwise permitted by Applicable Law.

Customers must not publicly disclose a Professional's private health or personal information.

23. PLATFORM COMMUNICATIONS

Users should use Aupaire's approved communication channels for Platform-related communications where available.

Users must not use Platform communications to:

• threaten;
• harass;
• solicit prohibited activities;
• distribute malicious content;
• commit fraud;
• distribute spam; or
• otherwise abuse the Platform.

24. OFF-PLATFORM CONDUCT

Conduct occurring outside the Platform may still be relevant where it:

• arises from a Platform relationship;
• concerns a Booking;
• creates a safety risk;
• involves fraud;
• involves harassment;
• involves professional misconduct; or
• materially affects the safety or integrity of the Aupaire community.

Aupaire may take appropriate action where permitted by its agreements and Applicable Law.

25. PERSONAL RELATIONSHIPS

Aupaire does not generally regulate consensual personal relationships between adults.

However, a personal relationship does not justify:

• harassment;
• coercion;
• exploitation;
• abuse;
• professional misconduct;
• manipulation; or
• misuse of Platform information.

Professionals must maintain appropriate boundaries where a professional relationship exists.

26. FINANCIAL CONDUCT

Users must not:

• steal;
• defraud;
• manipulate payments;
• manipulate refunds;
• misuse another person's payment information;
• create fraudulent transactions;
• manipulate payouts; or
• engage in financial exploitation.

27. DIRECT PAYMENTS

Users should follow the payment arrangements established by Aupaire.

Users must not deliberately circumvent Platform payment mechanisms for the purpose of:

• avoiding applicable Platform fees;
• manipulating refunds;
• concealing transactions;
• committing fraud; or
• otherwise circumventing contractual obligations.

28. BRIBES AND IMPROPER PAYMENTS

Users must not request, offer or accept improper payments or benefits in connection with Platform Services.

This includes payments intended to:

• influence a decision;
• obtain preferential treatment;
• conceal misconduct;
• bypass verification; or
• avoid Platform rules.

29. GIFTS AND PERSONAL BENEFITS

Reasonable and lawful gifts may be permitted where they do not create:

• coercion;
• exploitation;
• conflict of interest;
• inappropriate professional influence; or
• a safeguarding concern.

Professionals should exercise particular caution when receiving gifts from:

• children;
• elderly persons;
• Vulnerable Adults;
• Patients; or
• persons dependent on their Services.

30. PROHIBITED GOODS AND SERVICES

Users must not use Aupaire to request, provide, facilitate or promote Services that are:

• unlawful;
• prohibited under Platform Policies;
• outside the approved Service Category;
• outside a Professional's lawful scope;
• dangerous; or
• otherwise prohibited by Applicable Law.

31. DRUGS AND CONTROLLED SUBSTANCES

Users must not use the Platform to:

• sell;
• distribute;
• purchase;
• facilitate;
• transport unlawfully; or
• promote

illegal drugs or controlled substances.

Professionals must not provide medication-related Services outside their lawful professional scope.

32. WEAPONS AND DANGEROUS ITEMS

Users must not use the Platform to facilitate unlawful possession, sale, transfer or use of weapons or dangerous items.

33. EXPLOITATION AND TRAFFICKING

Aupaire prohibits:

• human trafficking;
• forced labour;
• sexual exploitation;
• exploitation of vulnerable persons;
• coercive labour arrangements; and
• other forms of exploitation.

Any credible indication of such conduct may be escalated immediately under the Trust & Safety and Incident Reporting Procedures.

34. CHILD LABOUR

The Platform must not be used to facilitate unlawful child labour or exploitation.

Where a Service involves a child, the Service must comply with applicable safeguarding and legal requirements.

35. ANIMAL WELFARE

Where Services involve animals, Users should treat animals humanely and must not request or perform unlawful or abusive conduct.

36. PROPERTY AND BELONGINGS

Users must respect the property of others.

Users must not:

• steal;
• intentionally damage;
• misuse;
• conceal; or
• unlawfully retain

another person's property.

37. ACCESS TO PRIVATE RESIDENCES

Where a Professional enters a Customer's home or private location, the Professional must:

• respect privacy;
• remain within the agreed Service scope;
• avoid unnecessary access to private areas;
• protect property;
• maintain professional conduct; and
• follow reasonable safety requirements.

Customers must provide Professionals with a reasonably safe working environment.

38. SAFE WORKING ENVIRONMENT

Customers should not knowingly require Professionals to work in conditions presenting an unreasonable safety risk.

A Professional may decline or report a Service where there is a serious safety concern.

39. PROFESSIONAL SAFETY

Professionals should report:

• unsafe premises;
• threats;
• violence;
• hazardous conditions;
• serious harassment;
• suspected exploitation; or
• other material safety concerns.

40. REVIEWS AND RATINGS

Users may provide honest ratings and reviews based on genuine experiences.

Reviews must not be used to:

• threaten;
• extort;
• harass;
• discriminate;
• publish private information;
• fabricate experiences;
• manipulate ratings;
• retaliate against another User; or
• obtain an improper benefit.

41. REVIEW MANIPULATION

Users must not:

• create fake Accounts to submit reviews;
• pay for positive reviews;
• offer benefits in exchange for favourable reviews;
• threaten negative reviews to obtain refunds;
• submit reviews for Services they did not receive; or
• coordinate fraudulent review activity.

42. CONTENT SHARED ON THE PLATFORM

Content submitted to Aupaire should be:

• relevant;
• lawful;
• respectful;
• accurate where factual;
• non-threatening; and
• consistent with Platform Policies.

43. PROHIBITED CONTENT

Users must not submit or distribute content that:

• promotes violence;
• facilitates crime;
• contains serious threats;
• exploits children;
• promotes trafficking;
• contains non-consensual intimate material;
• exposes another person's private information;
• contains malware;
• facilitates fraud; or
• otherwise violates Applicable Law or Platform Policies.

44. SPAM AND UNWANTED SOLICITATION

Users must not use the Platform to send:

• spam;
• mass unsolicited messages;
• fraudulent promotions;
• misleading advertisements; or
• repeated unwanted commercial communications.

45. COMMERCIAL SOLICITATION

Professionals must not use Customer information obtained through Aupaire to solicit Customers for unrelated services unless:

• expressly permitted by Aupaire;
• the Customer has appropriately agreed; and
• Applicable Law permits it.

46. PLATFORM MANIPULATION

Users must not manipulate:

• Booking systems;
• rankings;
• reviews;
• referral systems;
• payments;
• verification;
• promotions;
• availability;
• ratings; or
• other Platform mechanisms.

47. FRAUD

Fraud includes conduct such as:

• false identity;
• fake credentials;
• fraudulent payments;
• refund fraud;
• fake Bookings;
• account manipulation;
• chargeback abuse;
• false complaints;
• forged documents; or
• other deliberate deception.

48. CYBERSECURITY

Users must not:

• hack;
• attempt unauthorised access;
• introduce malware;
• interfere with Platform systems;
• scrape restricted data;
• bypass security controls;
• steal credentials; or
• intentionally disrupt Platform operations.

49. AI USE

Users must comply with Aupaire's AI Transparency & Responsible Use Policy.

AI must not be used to:

• impersonate another person;
• fabricate professional credentials;
• create fraudulent evidence;
• manipulate reviews;
• expose Personal Data;
• create unsafe medical instructions;
• bypass verification; or
• otherwise violate Platform Policies.

50. PROFESSIONAL RESPONSIBILITY

Professionals are expected to:

• provide Services professionally;
• arrive reasonably on time;
• follow Booking requirements;
• maintain required credentials;
• remain within professional scope;
• protect Customer information;
• report material Incidents; and
• comply with applicable Professional Policies.

51. CUSTOMER RESPONSIBILITY

Customers are expected to:

• provide accurate Booking information;
• provide reasonable access;
• treat Professionals respectfully;
• comply with payment requirements;
• respect professional boundaries;
• report serious issues honestly; and
• avoid requesting unlawful or unsafe Services.

52. COOPERATION WITH INVESTIGATIONS

Users may be asked to cooperate with legitimate:

• complaints;
• safety investigations;
• verification reviews;
• payment investigations;
• fraud investigations; or
• other Platform reviews.

Users must not intentionally:

• destroy evidence;
• manipulate records;
• intimidate witnesses;
• obstruct an investigation; or
• provide knowingly false information.

53. NO RETALIATION

Aupaire prohibits retaliation against a person who in good faith:

• submits a complaint;
• reports an Incident;
• raises a safety concern;
• participates in an investigation; or
• exercises a lawful right.

54. REPORTING COMMUNITY VIOLATIONS

Users should report serious violations through Aupaire's official channels.

Reports may concern:

• safety;
• harassment;
• abuse;
• discrimination;
• fraud;
• privacy;
• professional misconduct;
• safeguarding; or
• other serious violations.

55. GOOD-FAITH REPORTING

A good-faith report shall not be treated as a violation merely because:

• the report cannot be substantiated;
• the investigation reaches a different conclusion; or
• the reported conduct is not ultimately found to violate Platform Policies.

56. FALSE REPORTING

Knowingly false or malicious reports may violate these Standards.

Aupaire may take action where a User deliberately uses the reporting system to:

• harass;
• retaliate;
• manipulate refunds;
• damage another User;
• manipulate an Account; or
• obtain an unfair advantage.

57. ENFORCEMENT

Where a User violates these Standards, Aupaire may take proportionate action.

Depending on the seriousness and circumstances, action may include:

• warning;
• educational notice;
• content removal;
• Booking cancellation;
• refund or adjustment;
• additional verification;
• temporary restriction;
• suspension;
• removal from a Service Category;
• payout hold;
• termination of Account; or
• referral to a competent authority.

58. SERIOUS VIOLATIONS

Aupaire may take immediate action where conduct involves:

• violence;
• credible threats;
• child abuse;
• sexual misconduct;
• trafficking;
• serious exploitation;
• serious patient-safety concerns;
• serious fraud;
• identity fraud;
• major privacy violations;
• serious cybersecurity conduct; or
• other conduct presenting significant risk.

59. PROPORTIONAL ENFORCEMENT

Enforcement may consider:

• seriousness;
• actual or potential harm;
• frequency;
• intent;
• evidence;
• previous violations;
• cooperation;
• vulnerability of affected persons;
• applicable law; and
• relevant circumstances.

60. EMERGENCY PROTECTIVE ACTION

Aupaire may take immediate protective measures without completing the full investigation first where necessary to protect:

• life;
• physical safety;
• children;
• elderly persons;
• Vulnerable Adults;
• Patients;
• Personal Data; or
• Platform security.

61. APPEALS

Where an appeal mechanism is available, a User may request review of an enforcement decision.

Where Aupaire’s decision suspends or terminates a Service Professional’s Platform access under the Service Professional Onboarding & Platform Participation Agreement, Clause 16.4 of that Agreement applies: the Service Professional may submit a written appeal within fourteen (14) calendar days of notification. This contractual period applies to those suspension or termination decisions; it is not a general deadline for every complaint or verification review.

An appeal should identify:

• relevant Account;
• decision;
• reason for appeal;
• relevant evidence; and
• requested outcome.

62. PRIVACY LIMITATIONS

Aupaire may not disclose confidential information concerning another User merely because an enforcement decision has been taken.

Information may be withheld where disclosure could:

• violate privacy rights;
• compromise safety;
• compromise an investigation;
• reveal confidential information; or
• violate Applicable Law.

63. EXTERNAL AUTHORITIES

Nothing in these Standards prevents a person from contacting:

• police;
• emergency services;
• courts;
• regulators;
• professional authorities; or
• other competent governmental authorities.

Aupaire may cooperate with competent authorities where required or permitted by Applicable Law.

64. NO GUARANTEE OF COMMUNITY SAFETY

Aupaire takes reasonable measures to promote safety and appropriate conduct but cannot guarantee that every User will comply with these Standards.

Users should exercise reasonable caution and report serious concerns promptly.

65. CHANGES TO THE STANDARDS

Aupaire may update these Standards to reflect:

• changes in Platform Services;
• new Service Categories;
• safety developments;
• legal or regulatory requirements;
• User feedback;
• emerging risks; or
• operational improvements.

The updated version shall state its effective date.

66. GOVERNING LAW

These Standards shall be governed by and interpreted in accordance with the laws of the Arab Republic of Egypt and other Applicable Law governing the relevant activity.

Nothing in these Standards shall exclude mandatory legal rights or obligations.

67. CONTACT

For Community Standards concerns:

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

Fifth Settlement, New Cairo
Cairo Governorate
Arab Republic of Egypt

General Contact: info@myaupaire.com

Customer Support: customercare@myaupaire.com

Professional Support: customercare@myaupaire.com

Safety Reporting: customercare@myaupaire.com

Complaints: feedback@myaupaire.com

Privacy contact: legal@myaupaire.com

68. FINAL PROVISION

These Community Standards form part of Aupaire's Platform Policies and shall be incorporated by reference into the Customer Terms & Conditions and Service Professional Agreement where applicable.

These Standards establish behavioural expectations for participation in the Aupaire community. They do not replace the detailed requirements contained in Aupaire's Trust & Safety Policy, Acceptable Use Policy, Incident Reporting Procedure or other specialised Platform Policies.

Where a conflict exists between these Standards and Applicable Law, Applicable Law shall prevail.

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.