1. A clear route to be heard
Clients, professionals and authorised representatives can raise concerns about a booking, conduct, payment, verification, privacy or the platform. For danger, abuse or a child-protection concern, use the safety reporting guidance first; a standard complaint must not delay urgent help.
2. Submit your complaint
Use the support channel available in the app or email feedback@myaupaire.com. Where available, include the booking or transaction reference, dates, a factual description, the result you seek and a safe contact method. Missing details must not prevent an urgent report. Provide only necessary evidence; request a secure channel for sensitive documents. Never send passwords, payment-card security codes or unnecessary identity or medical records.
3. Assessment and response
The complaint is classified and reviewed against the booking, relevant evidence and applicable policies. We may ask for clarification and allow the people concerned to respond where appropriate. Serious safety, privacy or regulated-care matters may need a separate specialist review. We aim to communicate the outcome and the reasons that can lawfully be shared. Unless circumstances require otherwise, the operational targets are acknowledgement within 2 business days where contact details are available, initial classification within 3 business days, resolution of general complaints within 10 business days and complex complaints within 20 business days, with updates if more time is needed. These are targets, not guaranteed outcomes or limits on statutory rights. Urgent safety and safeguarding concerns receive immediate escalation and priority handling; legally required deadlines take precedence.
4. Outcomes and financial matters
An outcome may include an explanation, correction, additional review, account action or a payment adjustment where justified. A complaint does not automatically establish fault or entitlement to a refund. Refunds, deductions and payment-provider disputes follow the applicable booking and payment rules, subject to mandatory consumer rights. No policy limits a remedy that the law requires.
5. Request a review
If you disagree with the outcome, reply through the complaint channel with the reference, reasons and any new relevant evidence, and ask for review. Where practicable, a person not responsible for the original decision should review it. Do not repeat a complaint solely to harass another person. A good-faith complaint or appeal must not lead to retaliation. If Aupaire suspends or terminates your Professional access, you may submit a written appeal within 14 calendar days of notification under Agreement section 16.4. This period applies to those decisions, not every complaint; protective restrictions may remain during review.
6. External rights and privacy
You can approach the competent consumer, data-protection, professional or other authority as applicable, without waiting where the law allows or requires direct reporting. The Aupaire process does not waive statutory rights, stop legal time limits or prevent urgent court relief. Complaint information is shared only where necessary and lawful; privacy may limit what can be disclosed about another person.