Customer schedules & annexes

SCHEDULES — CONTRACTUAL STATUS AND DISPUTE RESOLUTION

These Schedules form an integral part of the Aupaire Customer Terms & Conditions and apply only to the extent incorporated into, or expressly referenced by, those Terms. In the event of any inconsistency, the Customer Terms & Conditions prevail, except where a Schedule states that it governs a specific subject in greater detail. Any dispute relating to these Schedules shall be governed exclusively by the dispute-resolution provision in the Customer Terms & Conditions.

AUPAIRE PLATFORM

CUSTOMER TERMS & CONDITIONS

SCHEDULES

SCHEDULE A

PROHIBITED ACTIVITIES

This Schedule forms an integral part of the Aupaire Customer Terms and Conditions.

Customers shall not use the Platform, directly or indirectly, for any unlawful, fraudulent, abusive, misleading, unsafe, or unauthorized purpose.

Without limiting the generality of the foregoing, Customers are strictly prohibited from engaging in any of the following activities.

1. Identity Fraud

Customers shall not:

• create false identities;

• impersonate another individual;

• use forged identification documents;

• submit inaccurate verification information;

• create multiple Accounts for deceptive purposes;

• use another person's Account;

• assist another person in circumventing identity verification procedures.

2. Payment Abuse

Customers shall not:

• attempt to avoid Platform Fees;

• make off-platform payments for Bookings originating through the Platform;

• submit fraudulent payment disputes;

• intentionally misuse refund procedures;

• manipulate payment systems;

• use stolen payment methods;

• engage in money laundering;

• engage in terrorist financing;

• attempt unauthorized financial transactions.

3. Fraudulent Conduct

Customers shall not:

• submit false Bookings;

• knowingly provide inaccurate information;

• manipulate reviews or ratings;

• submit fabricated complaints;

• misuse promotional campaigns;

• obtain Services through deception;

• misrepresent medical conditions for financial benefit.

4. Abuse of Service Professionals

Customers shall not:

• threaten Service Professionals;

• harass Service Professionals;

• discriminate on the basis of race, religion, nationality, disability, gender, age or any protected characteristic;

• request illegal Services;

• request dangerous activities;

• physically abuse any Professional;

• verbally abuse any Professional;

• intimidate any Professional.

5. Abuse of Children or Vulnerable Adults

Customers shall not:

• request unlawful childcare;

• expose children to unsafe environments;

• engage in child exploitation;

• engage in child abuse;

• request Services contrary to child protection laws;

• exploit elderly persons;

• neglect vulnerable adults;

• request unlawful medical treatment.

6. Platform Abuse

Customers shall not:

• interfere with Platform operation;

• attempt unauthorized access;

• reverse engineer any Platform component;

• scrape Platform data;

• use automated bots;

• overload Platform systems;

• bypass security measures;

• interfere with Platform algorithms.

7. Artificial Intelligence Abuse

Customers shall not:

• manipulate AI systems;

• exploit automated recommendations;

• generate misleading information;

• interfere with fraud detection mechanisms;

• intentionally circumvent Platform safety systems.

8. Illegal Content

Customers shall not upload, publish or distribute content involving:

• violence;

• terrorism;

• weapons trafficking;

• illegal drugs;

• pornography involving minors;

• human trafficking;

• hate speech;

• incitement to violence;

• unlawful discrimination;

• criminal activity.

9. Privacy Violations

Customers shall not:

• publish another person's personal information;

• disclose confidential information;

• record Professionals without lawful authority;

• misuse health information;

• collect Platform data without authorization.

10. Healthcare Misuse

Customers shall not:

• request prescriptions;

• request diagnosis through the Platform;

• request illegal medication;

• pressure Professionals to exceed their qualifications;

• request unlawful nursing procedures;

• request controlled substances.

11. Investigations

Customers shall fully cooperate with Platform investigations.

Failure to cooperate may result in:

• suspension;

• permanent termination;

• reporting to competent authorities;

• legal action;

• civil claims;

• criminal complaints.

12. Enforcement

Aupaire reserves the right to:

• suspend any Account;

• terminate any Account;

• remove any content;

• refuse any Booking;

• delay any payment;

• reverse transactions where legally permitted;

• report unlawful conduct to competent authorities;

• preserve digital evidence;

• cooperate with law enforcement.

13. Reservation of Rights

The prohibited activities listed in this Schedule are illustrative only and shall not limit Aupaire's right to suspend, restrict, investigate, or terminate any activity that reasonably threatens the safety, security, integrity, legal compliance, or proper operation of the Platform, even if such activity is not expressly listed herein.

SCHEDULE B

REFUND & CANCELLATION POLICY

This Schedule forms an integral part of the Aupaire Customer Terms and Conditions. Capitalized terms used but not defined herein shall have the meanings assigned to them in the Terms and Conditions.

1. Purpose

This Schedule establishes the rules governing the cancellation of Bookings, eligibility for refunds, payment reversals, service credits, chargebacks, and related financial matters.

Refund decisions shall always be subject to the Customer Terms and Conditions, Applicable Law, payment processing requirements, consumer protection laws, and the operational procedures of the applicable Payment Service Provider.

2. Customer Cancellation

Customers may cancel a Booking through the Platform before the scheduled commencement of the Service.

Refund eligibility shall depend on factors including:

• the timing of cancellation;
• whether the Service Professional has accepted the Booking;
• whether preparation or travel has commenced;
• whether the Service has already been partially or fully performed;
• any non-refundable Platform Fees disclosed before confirmation;
• Applicable Law.

A cancellation request does not automatically entitle the Customer to a refund.

3. Cancellation by the Service Professional

Where a Service Professional cancels a confirmed Booking before commencement of the Service, Aupaire may, at its sole discretion:

• assist the Customer in locating another available Service Professional;
• reschedule the Booking;
• issue a full or partial refund;
• provide Platform credit;
• take any other reasonable action appropriate under the circumstances.

Repeated cancellations by a Service Professional may result in disciplinary action under the applicable Professional Agreement.

4. Cancellation by Aupaire

Aupaire reserves the right to suspend, postpone, refuse, or cancel any Booking where reasonably necessary for:

• fraud prevention;
• failed identity verification;
• payment verification issues;
• suspected unlawful activity;
• safety concerns;
• technical failures;
• force majeure;
• regulatory requirements;
• violation of the Customer Terms and Conditions;
• protection of Customers or Service Professionals.

Where payment has already been collected, Aupaire shall determine the appropriate refund in accordance with these Terms and Applicable Law.

5. Refund Eligibility

Refund requests shall be assessed on a case-by-case basis.

Factors considered may include:

• whether the Booking was cancelled before commencement;
• whether the Service was partially completed;
• whether the Customer prevented completion of the Service;
• whether the Service Professional failed to perform the agreed Service;
• evidence submitted by both parties;
• fraud investigations;
• payment disputes;
• Applicable Law.

Submission of a refund request does not guarantee approval.

6. Non-Refundable Fees

Unless otherwise required by Applicable Law, the following amounts may be non-refundable:

• Platform Service Fees;
• payment processing fees already incurred;
• governmental charges;
• third-party processing costs;
• verification fees already consumed;
• other fees expressly identified as non-refundable before payment.

7. Refund Processing

Approved refunds shall be processed through the original payment method whenever reasonably practicable.

Refund processing times may vary depending upon:

• banking institutions;
• card networks;
• payment service providers;
• public holidays;
• fraud investigations;
• operational processing times.

Aupaire does not guarantee the timeframe within which refunded funds become available to the Customer.

8. Partial Refunds

Where appropriate, Aupaire may approve a partial refund rather than a full refund.

Circumstances that may justify a partial refund include:

• partial completion of the Service;
• Customer-requested early termination;
• late cancellation;
• agreed modifications to the Booking;
• other equitable circumstances.

9. No Refund Situations

A refund will normally not be granted where:

• the Customer simply changes their mind after successful completion of the Service;
• dissatisfaction is based solely upon subjective preference without evidence of material non-performance;
• incorrect Booking information was provided by the Customer;
• the Customer failed to attend the scheduled Booking;
• the Customer prevented the Service Professional from completing the Service;
• the Customer violated the Terms and Conditions.

Nothing in this Section limits any mandatory consumer rights under Applicable Law.

10. Chargebacks

Customers should contact Aupaire before initiating any chargeback with their financial institution.

Where a Customer initiates a chargeback:

• Aupaire may suspend the relevant Account pending investigation;
• supporting evidence may be requested;
• Booking records may be reviewed;
• communication records may be examined;
• identity verification records may be considered;
• payment records may be submitted to the applicable Payment Service Provider or financial institution.

Fraudulent chargebacks may result in permanent Account termination and legal action.

11. Refund Fraud

Customers shall not:

• submit duplicate refund requests;
• submit false refund claims;
• manipulate refund procedures;
• intentionally misuse consumer protection mechanisms;
• submit fraudulent chargebacks.

Refund abuse constitutes a material breach of the Terms.

12. Promotional Credits

Promotional credits, vouchers, coupons, discounts, referral rewards, loyalty points, or other promotional benefits:

• have no cash value unless expressly stated otherwise;
• may expire;
• may be withdrawn where fraud is suspected;
• may be subject to additional terms.

13. Exceptional Circumstances

Aupaire may approve refunds outside this Schedule where exceptional circumstances exist, including:

• verified medical emergencies;
• serious safety incidents;
• force majeure events;
• fraud;
• technical failures that prevented delivery of the Service;
• other circumstances that Aupaire reasonably determines justify an exception.

Any exception shall not create a precedent for future refund decisions.

14. Evidence

When reviewing refund requests, Aupaire may consider:

• Booking records;
• payment records;
• identity verification records;
• customer support communications;
• photographs;
• videos;
• messages exchanged through the Platform;
• system logs;
• GPS or location records (where available and lawfully processed);
• any other relevant evidence.

Failure to provide reasonably requested supporting information may affect the outcome of the refund review.

15. Reservation of Rights

Nothing contained in this Schedule limits Aupaire's right to:

• investigate suspicious refund requests;
• refuse abusive claims;
• recover improperly refunded amounts;
• offset future payments where legally permitted;
• comply with court orders or regulatory requirements;
• amend this Schedule in accordance with the Customer Terms and Conditions and Applicable Law.

SCHEDULE C

IDENTITY VERIFICATION STANDARDS

This Schedule forms an integral part of the Aupaire Customer Terms and Conditions. Capitalized terms used but not defined herein shall have the meanings assigned to them in the Terms and Conditions.

1. Purpose

The purpose of this Schedule is to establish the identity verification standards applicable to all Customers using the Platform.

Identity verification is implemented to:

• protect Customers and Service Professionals;
• reduce fraud;
• prevent identity theft;
• maintain Platform integrity;
• comply with Applicable Law;
• support customer safety;
• reduce financial crime;
• facilitate secure transactions.

Identity verification is intended to improve Platform security but does not guarantee the identity, honesty, competence, future conduct, or suitability of any User.

2. Verification Requirement

Aupaire may require identity verification before allowing a Customer to:

• create an Account;
• activate an Account;
• make a Booking;
• receive certain Services;
• access restricted Platform features;
• complete certain payment transactions;
• continue using the Platform.

Verification requirements may vary depending on the nature of the requested Service, legal requirements, fraud risk, or operational considerations.

3. Verification Methods

Identity verification may include one or more of the following procedures:

• government-issued identification verification;
• document authenticity verification;
• identity document scanning;
• optical character recognition (OCR);
• facial recognition;
• biometric verification;
• liveness detection;
• duplicate identity detection;
• fraud screening;
• mobile number verification;
• email verification;
• sanctions screening where required by law;
• additional security verification reasonably required by Aupaire.

Aupaire reserves the right to introduce additional verification technologies where appropriate.

4. Independent Verification Providers

Identity verification services may be performed by one or more independent third-party identity verification providers appointed by Aupaire from time to time.

Such providers may process identity verification data solely for the purposes of:

• identity verification;
• fraud prevention;
• Platform security;
• regulatory compliance;
• customer protection.

The appointment, replacement, or removal of any verification provider shall not require amendment of these Terms.

5. Customer Obligations

Customers agree to:

• provide accurate identity information;
• submit genuine and valid identification documents;
• cooperate with verification requests;
• promptly complete requested verification procedures;
• refrain from attempting to circumvent verification systems;
• notify Aupaire if identity information changes.

Providing false or misleading information constitutes a material breach of the Terms.

6. Re-Verification

Aupaire may require additional verification at any time where reasonably necessary, including where:

• Customer information changes;
• suspicious activity is detected;
• fraud is suspected;
• payment irregularities occur;
• unusual Booking activity is identified;
• regulatory requirements change;
• security risks arise.

Failure to complete re-verification may result in suspension or termination of the Account.

7. Verification Outcomes

Following completion of verification, Aupaire may:

• approve the verification;
• request additional documentation;
• request a repeat verification;
• temporarily restrict access;
• refuse registration;
• suspend Platform access;
• terminate the Account where permitted by Applicable Law.

Verification outcomes shall be determined at Aupaire's reasonable discretion, taking into account security, fraud prevention, regulatory obligations, and Platform integrity.

8. Biometric Verification

Where biometric technologies are used, Customers acknowledge and agree that:

• biometric verification is used solely for identity verification, fraud prevention, and Platform security;
• biometric verification may include facial recognition, facial comparison, and liveness detection;
• biometric information shall be processed in accordance with Applicable Law and the Privacy Policy;
• Aupaire does not use biometric information for advertising or unrelated profiling purposes.

9. Identity Documents

Customers remain solely responsible for ensuring that all submitted identity documents are:

• authentic;
• valid;
• current;
• unaltered;
• lawfully obtained.

Submission of forged, altered, expired, stolen, or otherwise invalid documents may result in immediate suspension or permanent termination of the Account and may be reported to the competent authorities where required by law.

10. Fraud Prevention

Aupaire may use automated systems, manual review, or a combination of both to identify:

• identity fraud;
• document manipulation;
• duplicate Accounts;
• suspicious verification activity;
• impersonation;
• synthetic identities;
• unusual behavioural patterns.

Customers acknowledge that Aupaire is not required to disclose its fraud detection methodologies or security measures where disclosure could compromise Platform security.

11. Verification Records

Aupaire may retain records relating to identity verification, including verification status, verification timestamps, audit logs, and other information reasonably necessary to:

• demonstrate regulatory compliance;
• investigate fraud;
• resolve disputes;
• maintain Platform security;
• respond to lawful governmental requests.

Retention periods shall be determined in accordance with Applicable Law and the Privacy Policy.

12. Privacy

Identity verification information shall be processed in accordance with:

• the Customer Terms and Conditions;
• the Privacy Policy;
• Applicable Law;
• Aupaire's internal security procedures.

Where identity verification services are provided by an independent third-party provider, such provider shall process verification information in accordance with its contractual obligations and applicable legal requirements.

13. No Guarantee

Successful identity verification does not constitute a guarantee that a Customer:

• is trustworthy;
• will comply with the Terms;
• will behave lawfully;
• will perform contractual obligations;
• poses no future risk.

Identity verification represents only one component of Aupaire's overall safety framework.

14. Reservation of Rights

Aupaire reserves the right, at any time and without prior notice where reasonably necessary, to:

• modify verification procedures;
• introduce additional verification measures;
• suspend verification processes;
• request supplementary information;
• reject verification attempts;
• update this Schedule to comply with Applicable Law or improve Platform security.

SCHEDULE D

COMMUNITY STANDARDS

This Schedule forms an integral part of the Aupaire Customer Terms and Conditions. Capitalized terms used but not defined herein shall have the meanings assigned to them in the Terms and Conditions.

1. Purpose

Aupaire is committed to maintaining a safe, respectful, trustworthy, and professional marketplace for all Users.

These Community Standards establish the minimum behavioural expectations applicable to all Customers while using the Platform or interacting with Service Professionals.

Failure to comply with these Community Standards may result in warnings, suspension, termination of Accounts, cancellation of Bookings, or other actions deemed appropriate by Aupaire.

2. Respect and Professional Conduct

Customers shall treat all Service Professionals, Aupaire personnel, and other Users with courtesy, dignity, honesty, and respect at all times.

Customers shall not engage in:

• abusive behaviour;
• threatening language;
• harassment;
• intimidation;
• discrimination;
• bullying;
• offensive conduct;
• aggressive behaviour;
• retaliation against any User.

3. Safe Environment

Customers are responsible for ensuring that the location where the Service will be provided is reasonably safe and suitable for the requested Service.

Customers shall not knowingly expose any Service Professional to:

• unsafe premises;
• violence;
• criminal activity;
• dangerous animals without appropriate notice;
• hazardous materials;
• unsafe working conditions;
• illegal activities.

Where a Service Professional reasonably believes that the environment is unsafe, they may refuse to commence or continue the Service.

4. Honesty and Transparency

Customers shall provide truthful, complete, and accurate information regarding:

• the requested Service;
• the Service location;
• health-related information where relevant;
• childcare requirements;
• elderly care requirements;
• scheduling;
• emergency contact details;
• any circumstances that may reasonably affect the performance of the Service.

Knowingly providing false information constitutes a material breach of these Terms.

5. Respect for Children and Vulnerable Adults

Where Services involve children or vulnerable adults, Customers shall always act in their best interests.

Customers shall not request, encourage, or permit any conduct that may endanger, exploit, abuse, neglect, or otherwise harm any child or vulnerable adult.

Aupaire maintains a zero-tolerance policy towards any form of abuse, neglect, exploitation, trafficking, or unlawful conduct involving children or vulnerable persons.

6. Respect for Privacy

Customers shall respect the privacy and dignity of Service Professionals.

Customers shall not:

• secretly record Service Professionals;
• publish personal information;
• disclose confidential information;
• misuse photographs or videos;
• distribute personal information without lawful authority.

7. Appropriate Communications

Customers shall communicate with Service Professionals respectfully and only for legitimate purposes connected with the requested Service.

Customers shall not:

• send abusive messages;
• send sexually explicit communications;
• engage in harassment;
• repeatedly contact a Professional after completion of the Service without legitimate reason;
• misuse Platform communication tools.

8. Equality and Non-Discrimination

Aupaire is committed to equal treatment of all Users.

Customers shall not discriminate against any User based upon:

• race;
• colour;
• nationality;
• ethnic origin;
• religion;
• gender;
• gender identity;
• disability;
• age;
• marital status;
• pregnancy;
• or any other legally protected characteristic.

9. Health and Safety

Customers shall cooperate with all reasonable safety measures adopted by Aupaire and Service Professionals.

Customers shall immediately disclose any circumstance that may create a material health or safety risk during the delivery of the Service.

10. Reviews and Feedback

Customers are encouraged to submit honest and constructive feedback following completion of Services.

Reviews shall:

• reflect genuine experiences;
• avoid offensive language;
• avoid personal attacks;
• avoid defamatory statements;
• avoid misleading information.

Aupaire reserves the right to remove any review that violates these Community Standards.

11. Reporting Concerns

Customers are encouraged to promptly report:

• safety concerns;
• professional misconduct;
• fraud;
• inappropriate behaviour;
• discrimination;
• abuse;
• illegal activity;
• child protection concerns;
• threats to health or safety.

Reports should be submitted through the Platform's designated reporting channels.

12. Platform Integrity

Customers shall cooperate with all reasonable investigations conducted by Aupaire.

Customers shall provide accurate information where requested during investigations involving:

• fraud;
• payment disputes;
• identity verification;
• complaints;
• safety incidents;
• violations of these Community Standards.

Failure to cooperate may result in suspension or termination of the Account.

13. Enforcement

Where Aupaire reasonably determines that a Customer has violated these Community Standards, Aupaire may take one or more of the following actions:

• issue a warning;
• temporarily suspend the Account;
• permanently terminate the Account;
• remove content;
• cancel Bookings;
• restrict Platform access;
• delay payments where relevant;
• refer the matter to competent authorities where required by Applicable Law.

The action taken shall be proportionate to the nature and seriousness of the violation.

14. Appeals

Where a Customer believes that enforcement action has been taken in error, the Customer may submit a written appeal through the Platform within the timeframe specified by Aupaire.

Submission of an appeal does not automatically suspend the enforcement action.

Aupaire shall review appeals in accordance with its internal procedures and communicate the outcome within a reasonable period.

15. Amendments

Aupaire may amend these Community Standards from time to time where reasonably necessary to:

• improve User safety;
• comply with Applicable Law;
• address emerging risks;
• improve Platform integrity;
• reflect operational changes.

Updated Community Standards shall become effective in accordance with the Customer Terms and Conditions.

16. Reservation of Rights

The standards contained in this Schedule establish the minimum expected standards of conduct.

Nothing in this Schedule limits Aupaire's right to investigate, suspend, restrict, remove, or terminate any activity that reasonably threatens:

• User safety;
• Platform integrity;
• legal compliance;
• public safety;
• child protection;
• protection of vulnerable adults; or
• the legitimate interests of Aupaire and its Users.