Trust & safety

AUPAIRE TRUST & SAFETY POLICY

Operator:
شركة أوبير للتكنولوجيا والذكاء الاصطناعي
Aupaire for Technology and Artificial Intelligence J.S.C.

Commercial Brand: Aupaire
Commercial Registration No.: 268791
Tax Registration No.: 374-227-775
Registered Office: Fifth Settlement, New Cairo, Cairo Governorate, Arab Republic of Egypt
Email: info@myaupaire.com

1. PURPOSE

This Trust & Safety Policy ("Policy") establishes Aupaire's framework for maintaining a safe, respectful, secure and legally compliant Platform for Customers, Service Professionals and other persons affected by Platform activities.

The Policy applies to safety risks arising from:

• Services;
• Bookings;
• interactions between Customers and Service Professionals;
• childcare;
• elderly care;
• nursing and healthcare-related Services;
• vulnerable persons;
• Platform communications;
• identity and credential misuse;
• fraud;
• harassment;
• violence;
• abuse;
• neglect;
• exploitation;
• unsafe conduct;
• serious policy violations; and
• other conduct presenting an actual or potential safety risk.

Aupaire's existing Community Standards establish that the purpose of its safety framework is to promote a safe, respectful, secure and legally compliant environment for all Platform users.

2. SCOPE

This Policy applies to:

a. Customers;
b. Service Professionals;
c. Professional applicants;
d. Parents and legal guardians;
e. Children and other persons receiving Services;
f. Elderly persons;
g. Vulnerable Adults;
h. Patients;
i. Platform visitors and account holders;
j. Aupaire personnel and authorised representatives, where applicable; and
k. Third parties affected by Platform Services.

The Policy applies whether conduct occurs:

• through the Platform;
• during a Booking;
• before or after a Booking where the conduct is connected to the Platform;
• through Platform communications;
• at a service location;
• in connection with Customer or Professional information obtained through the Platform; or
• in circumstances reasonably connected to a Platform relationship.

3. RELATIONSHIP WITH OTHER AUPAIRE DOCUMENTS

This Policy shall be read together with:

• Customer Terms & Conditions;
• Service Professional Agreement;
• Privacy Policy;
• Acceptable Use Policy;
• Community Standards;
• Child Safeguarding Standards;
• Healthcare Scope of Practice;
• Professional Code of Conduct;
• Booking, Cancellation & Refund Policy;
• Complaint Handling Procedure;
• Incident Reporting Procedure; and
• other applicable Platform Policies.

The Professional Agreement expressly identifies Trust & Safety Policy, Complaint Handling Procedure, Incident Reporting Procedure, AI Transparency Policy, Community Standards, Professional Code of Conduct and Child Safeguarding Standards as Platform Policies.

Where another Platform document establishes a more specific requirement for a particular matter, that specific requirement shall apply to the extent legally permissible.

4. DEFINITIONS

4.1 Child

A person under eighteen (18) years of age.

4.2 Vulnerable Adult

A person who may require enhanced protection due to age, illness, disability, dependency, cognitive limitation, medical condition, care needs or similar circumstances.

4.3 Patient

A person receiving nursing or healthcare-related Services through the Platform.

4.4 Safeguarding Concern

Any allegation, suspicion, report, observation, complaint, indicator or event suggesting possible harm, abuse, neglect, exploitation or inappropriate conduct.

4.5 Safety Incident

Any event, allegation, complaint or concern involving actual or potential:

• harm;
• abuse;
• neglect;
• exploitation;
• harassment;
• violence;
• threats;
• misconduct;
• fraud;
• unsafe conduct;
• child-safeguarding concerns;
• elder-protection concerns;
• patient-safety concerns; or
• serious Platform policy violations.

These definitions reflect the terminology already used in Aupaire's existing Child Safeguarding, Vulnerable Persons, Patient Safety, Trust & Safety and Protection Policy.

4.6 Emergency Stop

Any Platform feature, support process, urgent report or service-interruption mechanism used to address an immediate or serious safety concern.

5. AUPAIRE'S SAFETY PRINCIPLES

Aupaire's safety framework is based on the following principles:

5.1 Safety First

Protection of children, elderly persons, vulnerable adults, patients, Customers and Service Professionals is a priority.

5.2 Prevention

Aupaire seeks to identify and reduce foreseeable safety risks before they result in harm.

5.3 Proportionate Response

Aupaire may apply measures proportionate to the seriousness, urgency and credibility of a safety concern.

5.4 Zero Tolerance for Serious Abuse

Aupaire does not tolerate serious abuse, exploitation, violence, sexual misconduct, trafficking, child abuse, serious neglect or other conduct presenting serious risk.

5.5 Confidentiality

Safety reports and investigations shall be handled confidentially to the extent reasonably possible and permitted by law.

5.6 No Retaliation

A person who makes a genuine safety report in good faith should not be subjected to retaliation for making that report.

5.7 Due Process

Safety measures may be taken immediately where necessary to protect persons, without prejudging the final outcome of an investigation.

5.8 Cooperation

Aupaire may cooperate with competent authorities where legally required or reasonably necessary for safety, law enforcement or protection of persons.

6. ZERO-TOLERANCE CONDUCT

Aupaire prohibits conduct involving serious or material safety risks, including:

• child abuse or exploitation;
• sexual abuse or sexual exploitation;
• sexual misconduct;
• trafficking;
• violence;
• credible threats of violence;
• serious harassment;
• stalking;
• coercion;
• exploitation;
• serious neglect;
• abandonment of a person receiving care;
• serious patient-safety violations;
• unlicensed professional practice;
• deliberate identity fraud;
• fraudulent professional credentials;
• theft;
• financial exploitation;
• intentional misuse of Customer or Professional Personal Data;
• serious privacy violations;
• weapons-related threats or violence;
• serious criminal conduct; and
• deliberate conduct creating a serious and foreseeable risk of harm.

The existing Customer Terms establish a zero-tolerance framework and provide for measures including warnings, suspension, removal, Booking cancellation and reporting to competent authorities where required by Applicable Law.

7. CHILD SAFEGUARDING

Aupaire treats child safeguarding as a priority.

All Customers and Service Professionals interacting with children must:

• treat children with dignity and respect;
• maintain appropriate professional boundaries;
• comply with lawful guardian instructions;
• avoid unnecessary physical contact;
• avoid inappropriate communication;
• report suspected abuse or neglect;
• immediately escalate serious safety concerns; and
• comply with Aupaire's Child Safeguarding Standards.

Service Professionals providing childcare Services shall comply with all applicable professional, safeguarding and legal requirements.

A Service Professional must not:

• abuse or exploit a child;
• threaten or intimidate a child;
• engage in sexualised conduct;
• engage in inappropriate physical contact;
• communicate with a child outside authorised Platform arrangements where prohibited;
• photograph or record a child without lawful authorisation;
• expose a child to dangerous conditions;
• abandon a child;
• administer medication unless legally authorised and appropriately instructed; or
• engage in conduct inconsistent with the child's safety or welfare.

8. PROTECTION OF ELDERLY AND VULNERABLE PERSONS

Aupaire recognises that elderly persons and Vulnerable Adults may require enhanced protection.

Service Professionals providing Elderly Care or related Services must:

• treat the person with dignity;
• respect reasonable instructions;
• maintain professional boundaries;
• protect privacy;
• report safety concerns promptly;
• report suspected abuse, neglect, exploitation or abandonment;
• contact emergency authorities where urgent intervention is required; and
• remain within their lawful professional scope.

The existing Service Professional materials specifically require Elderly Care Companions to report suspected abuse, neglect, exploitation, abandonment, coercion and unsafe care.

9. PATIENT SAFETY AND NURSING SERVICES

Aupaire may facilitate nursing and healthcare-related Services only within the lawful scope applicable to the relevant Professional.

A Nurse must:

• hold the required professional qualifications and licence;
• perform only activities within lawful scope;
• comply with applicable healthcare requirements;
• maintain professional competence;
• protect patient confidentiality;
• follow lawful and appropriate instructions;
• report patient-safety concerns;
• report medication errors or suspected errors;
• report unsafe conditions; and
• cooperate with safety investigations.

Activities such as medication administration, medication reminders, injections, wound care, vital-sign monitoring, post-operative care, chronic-care support and patient monitoring may only be performed where lawful and within the Professional's scope.

Aupaire does not replace the Nurse's professional clinical judgment and does not itself supervise or assume responsibility for clinical decisions.

10. NO UNLICENSED MEDICAL PRACTICE

A Service Professional must not:

• diagnose a medical condition;
• prescribe medication;
• represent themselves as a physician when they are not;
• provide healthcare services outside their lawful scope;
• perform procedures requiring a licence they do not hold;
• misrepresent qualifications;
• use another person's professional credentials; or
• provide nursing or healthcare services without the qualifications and authorisations required by Applicable Law.

A suspected violation may result in immediate safety measures, suspension, investigation, removal from the relevant Service Category, termination and, where appropriate, referral to competent authorities.

11. PROFESSIONAL BOUNDARIES

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

Professionals must not:

• exploit a Customer's dependency;
• manipulate or coerce a Customer;
• request inappropriate personal or financial benefits;
• solicit loans;
• request access to bank accounts;
• request payment outside approved Platform mechanisms;
• request property transfers;
• request powers of attorney;
• request signatures on legal or financial documents for personal benefit;
• seek inheritance benefits;
• establish inappropriate personal relationships with vulnerable persons; or
• otherwise exploit the trust arising from the Service relationship.

The existing Professional materials expressly prohibit financial exploitation and similar conduct involving elderly and vulnerable persons.

12. HARASSMENT AND DISCRIMINATION

Aupaire prohibits harassment and abusive conduct, including:

• threats;
• intimidation;
• bullying;
• stalking;
• unwanted sexual conduct;
• sexual harassment;
• repeated abusive communications;
• discriminatory harassment;
• humiliating or degrading treatment; and
• targeted abusive behaviour.

Users are expected to communicate respectfully.

Aupaire may take action against conduct that creates a hostile, unsafe or abusive Platform environment.

13. VIOLENCE AND THREATS

Users must not:

• threaten violence;
• engage in physical violence;
• encourage violence;
• threaten another person with a weapon;
• intentionally create a dangerous environment;
• threaten a Customer, Professional or child;
• use coercion to obtain compliance; or
• engage in conduct creating an immediate risk of physical harm.

Where there is an immediate danger, Users should prioritise personal safety and contact the competent emergency authorities where appropriate.

14. SEXUAL MISCONDUCT

Aupaire prohibits:

• sexual assault;
• sexual exploitation;
• sexual harassment;
• sexualised communication involving children;
• unwanted sexual contact;
• sexual coercion;
• exchange of sexual services;
• sexual exploitation of vulnerable persons; and
• use of the Platform to facilitate sexual exploitation.

Any allegation involving a child shall be treated as a safeguarding matter and may trigger immediate protective measures.

15. HUMAN TRAFFICKING AND EXPLOITATION

The Platform must not be used to facilitate:

• human trafficking;
• forced labour;
• sexual exploitation;
• domestic servitude;
• coercive control;
• exploitation of vulnerable persons; or
• other forms of unlawful exploitation.

Aupaire may suspend Accounts and cooperate with competent authorities where there are credible concerns.

16. FINANCIAL EXPLOITATION AND THEFT

Users must not exploit another person's access, trust or dependency to obtain:

• money;
• bank information;
• card information;
• account credentials;
• property;
• valuables;
• loans;
• transfers;
• inheritance;
• powers of attorney; or
• other financial benefits.

Service Professionals must not request or accept unauthorised financial benefits from Customers.

Suspected theft or financial exploitation may result in immediate investigation and protective measures.

17. PRIVACY AND INFORMATION SAFETY

Users must respect the privacy of other Users.

Prohibited conduct includes:

• publishing another person's ID;
• publishing biometric information;
• publishing health information;
• publishing payment information;
• recording private communications without lawful authority;
• sharing private photographs;
• collecting unnecessary Personal Data;
• creating unauthorised databases;
• selling Platform data;
• using Platform information for marketing without authorisation;
• doxxing;
• attempting to obtain passwords or credentials; and
• using Personal Data for harassment or exploitation.

These requirements are consistent with Aupaire's existing AUP, which expressly restricts misuse, collection, sale and disclosure of Customer and Professional information.

18. OFF-PLATFORM SAFETY RISKS

Aupaire may take safety-related action where conduct occurs outside the Platform if:

• the conduct arose from a Platform relationship;
• Platform information was used;
• a Customer or Professional was introduced through Aupaire;
• the conduct creates a material safety risk;
• the conduct involves safeguarding;
• the conduct involves fraud or serious misconduct; or
• the conduct materially affects Platform safety.

This does not mean that Aupaire assumes responsibility for all conduct occurring outside the Platform.

19. IDENTITY AND CREDENTIAL FRAUD

Users must provide accurate information.

Prohibited conduct includes:

• creating fake identities;
• using another person's identity;
• submitting forged documents;
• submitting altered credentials;
• manipulating biometric verification;
• impersonating a Professional;
• misrepresenting qualifications;
• using expired or invalid professional credentials without disclosure; or
• intentionally providing materially false information.

Aupaire may require re-verification where reasonably necessary.

20. SAFE BOOKING PRACTICES

Customers and Professionals should use the Platform's approved Booking and communication mechanisms.

Users should:

• verify Booking details;
• confirm service location;
• follow safety instructions;
• maintain accurate contact information;
• use approved payment channels;
• report significant changes;
• avoid unsafe meeting conditions; and
• use Emergency Stop or reporting mechanisms where available.

Users must not intentionally circumvent Platform safety systems.

21. EMERGENCY STOP

Where the Platform provides an Emergency Stop function, it may be used where an immediate or serious safety concern exists.

Emergency Stop may:

• interrupt or stop a Booking;
• restrict communication;
• trigger Aupaire support intervention;
• preserve relevant evidence;
• initiate a safety investigation; or
• trigger other protective measures.

Emergency Stop does not itself determine fault or establish liability.

The existing Aupaire safety framework expressly provides that Emergency Stop may interrupt a Booking, trigger investigation, preserve evidence, restrict communication and trigger support intervention.

Where immediate physical danger exists, Users should prioritise contacting the competent emergency authorities.

22. REPORTING SAFETY CONCERNS

Any User may report a safety concern concerning:

• themselves;
• another User;
• a child;
• an elderly person;
• a Vulnerable Adult;
• a Patient;
• a Service Professional;
• a Customer; or
• another person affected by Platform Services.

Reports may concern:

• abuse;
• neglect;
• exploitation;
• harassment;
• violence;
• threats;
• unsafe care;
• professional misconduct;
• fraud;
• identity misuse;
• privacy violations;
• safeguarding concerns; or
• other serious risks.

Aupaire shall provide reporting channels through the Platform and/or designated support channels.

23. GOOD-FAITH REPORTING

Aupaire encourages good-faith reporting.

A person making a genuine report should provide, where reasonably available:

• what happened;
• when it happened;
• where it happened;
• persons involved;
• relevant Booking information;
• relevant communications;
• photographs or other evidence where lawfully obtained; and
• any immediate safety concern.

A person does not need to prove a violation before reporting a genuine concern.

24. NO RETALIATION

Aupaire prohibits retaliation against a person for making a genuine safety report or cooperating with a safety investigation.

Retaliation may itself constitute a Platform violation.

Aupaire may take protective measures where there is a credible concern that a reporting person is being threatened, intimidated or otherwise subjected to retaliation.

25. SAFETY INVESTIGATIONS

Aupaire may investigate:

• child safeguarding concerns;
• elder-protection concerns;
• patient-safety concerns;
• fraud;
• harassment;
• violence;
• misconduct;
• identity misuse;
• privacy violations;
• serious complaints;
• professional misconduct; and
• other safety-related matters.

These investigation categories are already identified in Aupaire's existing Safety Policy.

An investigation may include:

• reviewing Platform records;
• reviewing Booking records;
• reviewing communications;
• reviewing verification records;
• reviewing complaints;
• reviewing ratings and reports;
• contacting involved parties;
• requesting supporting information;
• reviewing relevant evidence; and
• cooperating with competent authorities where appropriate.

26. CONFIDENTIALITY OF INVESTIGATIONS

Aupaire will seek to maintain confidentiality during safety investigations to the extent reasonably possible.

However, information may be disclosed where necessary to:

• protect a person;
• investigate an allegation;
• comply with law;
• respond to a court or governmental authority;
• obtain professional advice;
• protect Aupaire's legal rights; or
• prevent serious harm.

Aupaire does not guarantee absolute confidentiality where disclosure is legally or operationally necessary.

27. EVIDENCE PRESERVATION

Aupaire may preserve relevant information where reasonably necessary to:

• investigate a Safety Incident;
• protect Users;
• prevent fraud;
• establish facts;
• respond to legal claims;
• comply with law; or
• cooperate with competent authorities.

Preserved information may include:

• Booking records;
• communications;
• account records;
• verification records;
• payment records;
• complaint records;
• safety reports;
• technical logs; and
• other relevant evidence.

Retention remains subject to Aupaire's Privacy Policy and applicable retention requirements.

28. IMMEDIATE PROTECTIVE MEASURES

Where Aupaire reasonably believes that a person may face immediate or serious risk, Aupaire may take temporary protective measures, including:

• suspending an Account;
• cancelling a Booking;
• restricting communication;
• restricting access to certain Platform functions;
• removing a Professional from a Service Category;
• temporarily holding a payout where contractually permitted;
• requiring additional verification;
• requiring additional information;
• implementing Emergency Stop measures; or
• referring the matter to competent authorities.

Protective measures are precautionary and do not necessarily constitute a final finding of wrongdoing.

29. ENFORCEMENT ACTIONS

Depending on the nature and seriousness of a violation, Aupaire may apply:

• warning;
• educational notice;
• content removal;
• feature restriction;
• Booking restriction;
• temporary suspension;
• removal from a Service Category;
• permanent termination;
• cancellation of Bookings;
• payout hold where contractually permitted;
• additional verification;
• investigation;
• referral to competent authorities; or
• other proportionate measures permitted by Applicable Law and the relevant agreement.

Aupaire's existing Community Standards expressly contemplate warnings, suspension, permanent removal, Booking cancellation and reporting to competent authorities.

30. SERIOUS SAFETY VIOLATIONS

Aupaire may take immediate protective action for serious concerns involving:

• child abuse;
• sexual assault;
• sexual exploitation;
• trafficking;
• serious violence;
• credible threats;
• serious patient-safety risks;
• unlicensed healthcare practice;
• serious financial exploitation;
• deliberate identity fraud;
• serious privacy breaches;
• serious theft; or
• other conduct presenting an immediate or substantial risk.

31. PROFESSIONAL SAFETY

Service Professionals are entitled to a reasonably safe working environment.

Professionals may report:

• threats;
• harassment;
• unsafe conditions;
• violence;
• criminal activity;
• Customer misconduct; and
• other serious safety concerns.

The existing Safety Policy expressly recognises these categories and allows safety concerns to justify Emergency Stop activation.

32. CUSTOMER SAFETY

Customers are entitled to reasonable protection from:

• unsafe Professionals;
• abuse;
• harassment;
• exploitation;
• violence;
• serious misconduct;
• fraudulent credentials;
• unsafe healthcare practices; and
• other serious Platform safety risks.

Aupaire may suspend or restrict a Professional where credible safety concerns arise.

33. PROFESSIONAL VERIFICATION AND SAFETY

Aupaire may use verification processes as part of its safety framework, including:

• identity verification;
• professional credential verification;
• licence verification;
• experience verification;
• background checks where lawful;
• medical fitness checks where lawful; and
• periodic re-verification.

Verification does not guarantee that a Professional will never engage in misconduct.

Users should report safety concerns regardless of a Professional's verification status.

34. HEALTHCARE-SPECIFIC SAFETY ESCALATION

Where a concern involves nursing or healthcare-related Services, Aupaire may:

• immediately restrict the Professional from the relevant category;
• investigate the reported conduct;
• request additional documentation;
• request clarification concerning professional scope;
• review the relevant Booking;
• preserve relevant evidence;
• suspend payouts where contractually permitted;
• require re-verification; and
• cooperate with competent healthcare or regulatory authorities where appropriate.

35. SAFEGUARDING ESCALATION

Where a concern involves:

• a child;
• an elderly person;
• a Vulnerable Adult; or
• a Patient,

Aupaire may apply enhanced safety measures.

Such measures may include:

• immediate suspension;
• Booking interruption;
• restricted communication;
• emergency escalation;
• safeguarding investigation;
• evidence preservation;
• guardian notification where appropriate and lawful; and
• referral to competent authorities.

36. REPORTS INVOLVING CRIMINAL CONDUCT

Where a report reasonably indicates possible criminal conduct, Aupaire may cooperate with competent authorities as required or permitted by Applicable Law.

Aupaire may preserve and disclose relevant information where legally required.

Aupaire does not itself determine criminal liability.

37. FALSE REPORTS AND ABUSE OF THE REPORTING SYSTEM

Aupaire encourages good-faith reporting but prohibits deliberately false reports intended to:

• harass another person;
• obtain an unfair advantage;
• manipulate ratings;
• avoid payment;
• obtain an unauthorised refund;
• retaliate against another User; or
• cause an Account to be suspended without legitimate grounds.

A deliberate and materially false report may result in enforcement action.

A report made honestly but ultimately found to be unsubstantiated shall not automatically constitute a false report.

38. COOPERATION WITH AUTHORITIES

Aupaire may cooperate with:

• police;
• public prosecution authorities;
• courts;
• healthcare regulators;
• child-protection authorities;
• governmental bodies;
• competent investigative authorities; and
• other legally authorised authorities.

Such cooperation may include providing relevant information where legally required or permitted.

39. PRIVACY DURING SAFETY PROCESSES

Safety investigations involving Personal Data shall be conducted consistently with Aupaire's Privacy Policy and Applicable Data Protection Law.

Aupaire shall seek to limit access to relevant Personal Data to persons who reasonably require it for:

• safety;
• investigation;
• legal compliance;
• safeguarding;
• dispute resolution; or
• other authorised purposes.

Sensitive information shall receive appropriate protection.

40. RELATIONSHIP WITH THE COMPLAINT PROCEDURE

A general service complaint may be handled under the Complaint Handling Procedure.

However, where a complaint raises an immediate or serious safety concern, Aupaire may treat it as a Safety Incident and apply this Policy and the Incident Reporting Procedure.

Safety takes priority over ordinary customer-service resolution where immediate risk exists.

41. RELATIONSHIP WITH INCIDENT REPORTING

Safety Incidents shall be reported and handled according to Aupaire's Incident Reporting Procedure.

The Incident Reporting Procedure shall establish operational requirements concerning:

• reporting channels;
• response times;
• escalation;
• evidence;
• investigation;
• documentation;
• closure; and
• post-incident review.

This Policy establishes the substantive safety framework, while the Incident Reporting Procedure governs the operational reporting workflow.

42. SAFETY AWARENESS

Aupaire may provide Users with:

• safety instructions;
• safeguarding guidance;
• professional conduct requirements;
• emergency instructions;
• reporting information;
• verification requirements; and
• other safety communications.

Service Professionals may be required to acknowledge or complete relevant safety information before accessing certain Service Categories.

43. PLATFORM SAFETY MONITORING

Subject to the Privacy Policy and Applicable Law, Aupaire may monitor relevant Platform activity for:

• fraud;
• safety risks;
• safeguarding;
• identity misuse;
• serious misconduct;
• privacy violations;
• professional misconduct; and
• other serious Platform violations.

Monitoring shall be proportionate to legitimate safety and operational purposes.

44. NO GUARANTEE OF SAFETY

Aupaire implements safety and verification measures designed to reduce risk, but no marketplace or technology platform can eliminate all risks associated with Services or interactions between Users.

Verification, ratings, reviews, safety tools and monitoring do not constitute a guarantee that:

• a Professional will always act appropriately;
• a Customer will always act appropriately;
• a Service will be risk-free;
• a User's information is completely accurate; or
• a safety incident will never occur.

Users remain responsible for taking reasonable precautions and reporting safety concerns.

45. EMERGENCY SITUATIONS

Where an immediate threat to life or physical safety exists, Users should prioritise immediate safety and contact the competent emergency services or authorities.

Aupaire's Platform reporting mechanisms should not be treated as a replacement for emergency services.

Aupaire may provide support and implement Platform safety measures where possible.

46. POLICY ENFORCEMENT

Aupaire may enforce this Policy through the mechanisms established under:

• the Customer Terms & Conditions;
• Service Professional Agreement;
• Acceptable Use Policy;
• Community Standards;
• Complaint Handling Procedure;
• Incident Reporting Procedure; and
• other applicable Platform documents.

Where enforcement is required, Aupaire shall seek to apply proportionate measures consistent with the seriousness of the conduct and Applicable Law.

47. APPEALS AND REVIEW

Where a Platform agreement provides an appeal or review mechanism, an affected User may use that mechanism.

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.

Aupaire may review:

• the relevant report;
• evidence;
• investigation findings;
• enforcement action;
• new information; and
• other relevant circumstances.

An appeal does not automatically suspend an immediate protective measure where continued risk exists.

48. POLICY CHANGES

Aupaire may update this Policy to reflect:

• changes in Platform operations;
• new Service Categories;
• new safety risks;
• changes in technology;
• regulatory developments;
• operational experience;
• changes in reporting systems; or
• improvements to safety procedures.

The updated version shall state its effective date.

Where legally or contractually required, Aupaire shall provide appropriate notice.

49. GOVERNING LAW

This Policy shall be interpreted in accordance with the laws of the Arab Republic of Egypt and other Applicable Law governing the relevant activity.

Nothing in this Policy shall exclude or limit mandatory legal rights or obligations.

50. CONTACT AND REPORTING

Safety concerns may be reported through the reporting channels made available by Aupaire through:

• the Platform;
• Customer Support;
• designated safety-reporting mechanisms;
• email; or
• other channels communicated by Aupaire.

General Contact:
info@myaupaire.com

Safety Contact: customercare@myaupaire.com. For immediate danger, contact the appropriate emergency service first.

Immediate danger: contact the appropriate emergency service. See the Report a Safety Concern page for emergency numbers and reporting guidance. Aupaire support is not emergency dispatch.

Privacy contact: legal@myaupaire.com

DISPUTE RESOLUTION

This Policy forms part of Aupaire's contractual and operational framework. Any dispute relating to this Policy shall be governed by the dispute-resolution provision in the applicable Customer Terms & Conditions or Service Professional Onboarding & Platform Participation Agreement. If no such contractual provision applies, the dispute shall be resolved in accordance with the arbitration clause set out below. Nothing in this Policy limits any mandatory right available under applicable law.

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

51. FINAL PROVISION

This Trust & Safety Policy forms part of Aupaire's broader Platform safety framework.

It shall be read together with the Customer Terms & Conditions, Service Professional Agreement, Privacy Policy, Acceptable Use Policy, Community Standards, Child Safeguarding Standards, Healthcare Scope of Practice, Professional Code of Conduct, Incident Reporting Procedure and other applicable Platform Policies.

Where a specific safeguarding, healthcare, privacy or incident-reporting document contains more detailed requirements, those requirements shall apply to the relevant matter.