1. Get urgent help first
If someone faces immediate danger, call the appropriate emergency service in Egypt: Ambulance 123; Police 122. For concerns about a child, contact the National Council for Childhood and Motherhood Child Helpline on 16000. Do not wait for Aupaire support or an in-app response before seeking urgent help. Use the emergency services where the person is located if outside Egypt.
2. Tell Aupaire about the concern
Use the reporting or support option available in your app, or contact customercare@myaupaire.com and identify the message as a safety concern. Where known, include the booking reference, when and where it happened, the people involved, the immediate risk and a safe way to contact you. Missing details must not prevent you from raising an urgent concern. This general contact is not an emergency line.
3. What you can report
Report abuse, neglect, harassment, exploitation, unsafe care, identity fraud, professional misconduct, serious privacy violations or a concern about a child or vulnerable adult. Report a suspicion in good faith even if you do not have complete evidence. An anonymous report may be considered, but limited information can restrict the investigation and the updates we can provide.
4. Preserve information safely
Keep relevant booking references, messages and factual notes without altering them. Do not confront a suspected abuser, repeatedly question a child, publish allegations or forward intimate images. Provide sensitive evidence only through a secure route requested by an authorised team. Do not promise secrecy that would prevent necessary protection or lawful reporting.
5. How a report is handled
Safety concerns are assessed by urgency and relevant risk. Protective restrictions may be applied while the matter is reviewed. Relevant information may be requested and shared with competent authorities where required or permitted by law. Updates may be limited by another person’s privacy or an investigation. Reporting does not guarantee a particular finding, refund or outcome.
6. Your rights remain protected
Good-faith reporting must not lead to threats or retaliation. Ask for communication assistance or request a review if you disagree with an outcome. You may contact competent authorities directly. No app complaint process, confidentiality provision or contractual dispute clause removes a mandatory reporting duty or a legal right that cannot be waived.