Help CenterComplaints and Conflict Resolution

How AuPair.com Handles Complaints and Conflict Resolution

 

AuPair.com Safety and Complaint Handling Protocol

How to use this fallback: Open the role that applies to you, then open the matching issue category, then open the exact case. This version is designed to remain functional even when WordPress strips or breaks JavaScript.
Au Pair Open this branch if the complaint is made by or affects the Au Pair.
Sexual harassment Sexual comments, requests, explicit photos, sexual pressure, or related misconduct.
Before the stay During matching, selection, or stay preparation.
Au Pair or Host Family Sexual harassment Before the stay

Sexual harassment before the stay

Misconduct during matching, selection, or stay preparation.

Definition / Scope

  • Applies to behavior related to the sexual sphere before the stay or during the exchange/stay.
  • Examples listed by AuPair.com include body-objectifying comments, requests for body photos, sexual attention, sexual solicitations, requests to perform sexual acts, and being forced to perform sexual acts.

Evidence / Required Input

  • Screenshots of the conversation.
  • Screenshots proving receipt of inappropriate photos or sexual messages.
  • The victim states whether identity may be disclosed if clarification is requested.

Protocol Steps

Step 1
AuPair.com asks the victim for evidence and more details.
Step 2
The victim submits screenshots and the privacy preference.
Step 3
Once evidence is received, AuPair.com blocks the offender’s profile.
Step 4
AuPair.com informs the offender about the reason for the block.
Step 5
AuPair.com informs the victim according to the chosen privacy setting.
Step 6
AuPair.com informs all other users who were in contact with the offender that the profile was blocked.

Likely Outcome

  • Profile blocked.
  • Victim informed.
  • Other contacted users warned.

Important Note

  • Identity disclosure depends on the victim’s consent.
During the stay → evidence exists + placement ended Evidence is available and the placement has already ended.
Au Pair or Host Family Sexual harassment During the stay

Sexual harassment during the stay — evidence available, placement ended

Evidence exists and the placement has already ended.

Evidence / Required Input

  • Screenshots or other supporting proof.
  • Privacy preference on whether identity may be disclosed.

Protocol Steps

Step 1
AuPair.com asks for evidence and privacy preference.
Step 2
Because evidence exists and the placement has ended, AuPair.com can block the offender immediately.
Step 3
The offender is informed according to the victim’s privacy wishes.
Step 4
If the offender believes the accusation is unjustified, they may contact the authorities.

Likely Outcome

  • Immediate block after evidence review.
During the stay → evidence exists + placement ongoing Evidence is available and the stay is still ongoing.
Au Pair or Host Family Sexual harassment During the stay

Sexual harassment during the stay — evidence available, placement ongoing

Evidence exists and the victim is still in the placement.

Evidence / Required Input

  • Screenshots or other supporting proof.
  • Information on whether the victim still lives in the same household.

Protocol Steps

Step 1
AuPair.com advises the victim to go to the police and file a complaint.
Step 2
AuPair.com offers support while trying to find a solution within two weeks.
Step 3
AuPair.com notes that two weeks may not be enough to find new accommodation or replacement care.
Step 4
The victim does not need to comply with the two-week notice period in the standard contract.
Step 5
As soon as the placement ends, AuPair.com may block the offender’s profile.

Likely Outcome

  • Police complaint recommended.
  • Support offered during transition.
  • Possible block once the placement ends.

Important Note

  • AuPair.com cannot guarantee a replacement solution within two weeks.
During the stay → no evidence + placement ended No direct evidence is available, but the placement has ended.
Au Pair or Host Family Sexual harassment During the stay

Sexual harassment during the stay — no evidence, placement ended

The placement ended but no direct evidence is available.

Evidence / Required Input

  • No direct evidence available.

Protocol Steps

Step 1
AuPair.com advises the victim to go to the police and file a complaint.
Step 2
In the meantime, AuPair.com blocks the defendant’s profile as a preventive measure and informs the defendant.
Step 3
The defendant is asked to provide their side of the story.
Step 4
If the defendant gives a different explanation, AuPair.com must unblock the profile and mark it as having received such a complaint.
Step 5
The victim is informed of the action taken.

Likely Outcome

  • Preventive block possible.
  • Possible unblocking after defendant response.
  • Profile may remain marked.
During the stay → no evidence + placement ongoing No evidence is available and the placement is still ongoing.
Au Pair or Host Family Sexual harassment During the stay

Sexual harassment during the stay — no evidence, placement ongoing

No evidence is available and the victim is still in the placement.

Evidence / Required Input

  • No direct evidence available.
  • An official police complaint is needed for stronger action during the ongoing placement.

Protocol Steps

Step 1
AuPair.com says it needs an official complaint to the police to take action while the placement is still ongoing.
Step 2
Alternatively, if the victim agrees, AuPair.com can contact the defendant and ask for their side of the story.
Step 3
AuPair.com can block the defendant once the victim goes to the police and ends the placement, then follow the preventive-block path.
Step 4
If the victim does not want to report because of lack of evidence, AuPair.com will flag the defendant’s profile and inform them of the complaint once the placement ends.

Likely Outcome

  • Police complaint required for stronger in-stay action.
  • Alternative contact with defendant possible.
  • If not reported, profile may be flagged later.

Important Note

  • Action is limited without both evidence and a police complaint.
Scammer profile / money / non-payment Fraudulent requests before the stay or non-payment during the stay.
Before the stay → host family asked me for money Fraudulent payment request before arrival.
Au Pair Scammer profile Before the stay

Scammer profile before the stay — host family requests money

The candidate reports a money request from a host family.

Evidence / Required Input

  • AuPair.com may request a screenshot of the money request.

Protocol Steps

Step 1
AuPair.com checks the defendant’s profile.
Step 2
AuPair.com may ask the candidate for a screenshot of the request.
Step 3
AuPair.com reviews the profile and the messages sent by the family.
Step 4
As soon as the screenshot showing the fraudulent request is received, AuPair.com blocks the family’s profile.
Step 5
AuPair.com notifies all candidates who were in contact with that profile and tells them to stop communication.

Likely Outcome

  • Family profile blocked.
  • Other candidates warned.
During the stay → host family did not pay and refuses to settle Non-payment or default complaint during the placement.
Au Pair Scammer profile During the stay

Scammer profile during the stay — host family does not pay and refuses to settle

The applicant says the family did not pay and refuses to settle the debt.

Evidence / Required Input

  • Complaint describing non-payment and refusal to settle the financial agreement.

Protocol Steps

Step 1
AuPair.com contacts the host family and asks for an explanation.
Step 2
AuPair.com determines whether the family is in default and owes payment to the applicant.
Step 3
If the family still refuses to pay, AuPair.com blocks the family’s profile.

Likely Outcome

  • Possible block of the family profile.

Important Note

  • AuPair.com first determines whether the family is actually in default.
Misconduct / duties / accommodation / rude behavior Offensive behavior, chores, private-room issues, or serious anger problems.
Before the stay → offensive / racist / abusive / inappropriate messages Pre-stay communication misconduct.
Au Pair or Host Family Misconduct Before the stay

Misconduct before the stay — offensive, racist, discriminatory, abusive, or inappropriate behavior

Covers offensive or rule-breaking conduct before the stay.

Definition / Scope

  • Misconduct includes anything offensive, inappropriate, or not in accordance with AuPair.com rules and/or the Au Pair program.
  • This includes discriminatory, racist, and abusive language or behavior.

Evidence / Required Input

  • One or more screenshots of the messages that caused the complaint.

Protocol Steps

Step 1
The offended party submits a complaint and screenshots.
Step 2
AuPair.com reviews the evidence.
Step 3
After internal discussion, AuPair.com decides which action to take.
Step 4
Depending on the situation, AuPair.com may mediate, send a warning, or permanently block the defendant’s profile.

Likely Outcome

  • Possible mediation.
  • Possible warning.
  • Possible permanent block.

Important Note

  • AuPair.com explicitly states that it will tolerate no form of racist behavior.
During the stay → agreements on housework or duties are not respected Tasks do not match the agreed schedule or Au Pair duties.
Au Pair Misconduct During the stay

Misconduct during the stay — agreements on housework or duties are not respected

The host family assigns tasks that do not match the agreed schedule or Au Pair duties.

Evidence / Required Input

  • Weekly schedule showing the agreed tasks.
  • A message from the family asking for tasks that do not correspond to that schedule.

Protocol Steps

Step 1
AuPair.com says it needs evidence before taking action.
Step 2
The Au Pair sends the weekly schedule plus the relevant message.
Step 3
If the Au Pair is still with the family, AuPair.com can contact the family and mediate.
Step 4
If the Au Pair already left, AuPair.com informs the family that a complaint was received and flags the family’s profile.
Step 5
If the family believes the allegation is unfounded, it can contact AuPair.com and explain its side.

Likely Outcome

  • Possible mediation while the stay is ongoing.
  • Possible profile flag if the Au Pair already left.
During the stay → not enough accommodation space / no proper private room Accommodation complaint under the same misconduct handling track.
Au Pair or Host Family Misconduct During the stay

Misconduct during the stay — not enough accommodation space / no proper private room

Special accommodation-space complaint under the same misconduct handling track.

Evidence / Required Input

  • If accused, the family can send a video of the home.
  • The video must clearly show that the candidate’s room is a private room.
  • The video should show the other rooms in the home as well.
  • The person filming should also show their own face.

Protocol Steps

Step 1
AuPair.com follows the same procedure used for housework or duty complaints.
Step 2
If the Au Pair is still in the family, AuPair.com may contact the family and mediate.
Step 3
If the Au Pair already left, AuPair.com informs the family and flags the profile.
Step 4
The family may respond and present its side, including the requested video.

Likely Outcome

  • Possible mediation.
  • Possible profile flag.
  • Family may counter the allegation with a home video.
During the stay → rude, disrespectful, or serious anger problems Behavioral safety issue during the stay.
Au Pair or Host Family Misconduct During the stay

Misconduct during the stay — one party is rude, disrespectful, or has serious anger problems

Behavioral safety issue during the stay.

Evidence / Required Input

  • AuPair.com does not define a separate evidence package here and refers to the same behavior logic as sexual-harassment complaints during the stay.

Protocol Steps

Step 1
AuPair.com explains that it cannot physically intervene.
Step 2
The victim is asked to go to the authorities.
Step 3
The victim should follow the same behavior guidance described for sexual-harassment complaints during the stay.
Step 4
AuPair.com also offers support as described in that same in-stay harassment protocol.

Likely Outcome

  • Authorities should be contacted.
  • The same support logic as in-stay sexual-harassment cases applies.
Host Family Open this branch if the complaint is made by or affects the Host Family.
Sexual harassment / abuse Includes the special child-protection case involving a minor.
Before the stay Use the same pre-stay sexual-harassment protocol.

Use the same case as: Au Pair → Sexual harassment → Before the stay

During the stay → evidence exists + placement ended Use the same stay-time evidence-ended protocol.

Use the same case as: Au Pair → Sexual harassment → During the stay → evidence exists + placement ended

During the stay → evidence exists + placement ongoing Use the same stay-time evidence-ongoing protocol.

Use the same case as: Au Pair → Sexual harassment → During the stay → evidence exists + placement ongoing

During the stay → no evidence + placement ended Use the same no-evidence-ended protocol.

Use the same case as: Au Pair → Sexual harassment → During the stay → no evidence + placement ended

During the stay → no evidence + placement ongoing Use the same no-evidence-ongoing protocol.

Use the same case as: Au Pair → Sexual harassment → During the stay → no evidence + placement ongoing

Against a minor / host child Special child-protection process.
Host Family / Child protection case Sexual harassment Against a minor

Sexual abuse complaint against a minor

Special child-protection case where sexual abuse is directed against a minor.

Evidence / Required Input

  • Police report or judicial letter from the adults responsible for the child.

Protocol Steps

Step 1
AuPair.com blocks the defendant immediately.
Step 2
AuPair.com asks the responsible adults for the police report or judicial letter.
Step 3
Once these documents are received, AuPair.com emails all families who were in contact with the defendant.
Step 4
Those families are informed that the user has been permanently banned and asked to stop all contact.

Likely Outcome

  • Immediate block.
  • Permanent ban after official documents are received.
  • All contacted families warned.
Scammer profile / theft / disappearance Travel-cost scam before the stay or theft accusation during the stay.
Before the stay → we paid travel costs and the candidate disappeared No-show after travel payment.
Host Family Scammer profile Before the stay

Scammer profile before the stay — travel costs paid, candidate disappears

The family paid travel expenses and the candidate broke contact and never arrived.

Evidence / Required Input

  • Family reports that travel expenses were paid and the candidate then stopped contact and did not arrive.

Protocol Steps

Step 1
If the host family paid travel expenses and the candidate breaks off contact and does not show up, AuPair.com immediately blocks the candidate’s profile.

Likely Outcome

  • Immediate block of the candidate’s profile.
During the stay → applicant accused of stealing money or property Official complaint to authorities required.
Host Family Scammer profile During the stay

Scammer profile during the stay — applicant accused of theft

The family accuses the applicant of stealing money or property.

Evidence / Required Input

  • Proof by email that the family filed an official complaint with the authorities.

Protocol Steps

Step 1
AuPair.com receives proof that the family filed an official complaint with the authorities.
Step 2
AuPair.com immediately blocks the defendant’s profile.

Likely Outcome

  • Immediate block after official complaint proof.
Misconduct / offensive or unsafe behavior Offensive conduct before the stay or rude/unsafe behavior during the stay.
Before the stay → offensive / racist / abusive / inappropriate behavior Use the same misconduct-before protocol.

Use the same case as: Au Pair → Misconduct → Before the stay → offensive / racist / abusive / inappropriate messages

During the stay → rude, disrespectful, or serious anger problems Use the same rude/anger misconduct protocol.

Use the same case as: Au Pair → Misconduct → During the stay → rude, disrespectful, or serious anger problems

General protocol note: AuPair.com states that complaints are handled confidentially, fairly, impartially, and as promptly as possible; users are presumed innocent until proven guilty; legal matters should be reported to the relevant authorities directly; and depending on the evidence, profiles may be blocked or flagged.