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At MultiKultur, we help young people and anyone interested in living abroad to broaden their horizons and discover life beyond their own borders. We offer Au Pair programs in Germany that foster cultural exchange and build strong intercultural skills.

MultiKultur brings together people from different cultures who live and work side by side. Participants not only experience the everyday life of their host country, but also gain insights into many other cultures. This creates meaningful global connections, lifelong friendships, and opportunities to learn new languages—valuable experiences that enrich personal growth. By immersing themselves in new cultures, our participants learn to look at the world through different perspectives, strengthening openness, tolerance, and intercultural understanding.

We are committed to helping everyone find the right program and destination. With personalized guidance and support, we make the planning and stay abroad as smooth, safe, and enjoyable as possible.

Welcome to the HeyAuPairs Support Center! This page is designed exclusively for current au pairs placed with host families worldwide who are using our app for experience sharing, meeting, and connecting with other au pairs. We are here to help you make the most of your au pair journey!

❓ Frequently Asked Questions (FAQ)

1. Account & Profile

Q: How do I change my profile information (e.g., location, hobbies)?
A: Go to the "Profile" tab (usually represented by an icon of a person or a gear) and select "Edit Profile." Remember to save your changes before exiting!

Q: I forgot my password. How do I reset it?
A: On the login screen, click "Forgot Password." Enter the email associated with your account. We will send you a link to securely reset your password.

Q: Can I use this app if I am no longer an au pair?
A: No. HeyAuPairs is a community dedicated exclusively to current Au Pairs placed with host families. Accounts will be verified periodically and may be deactivated if the user is no longer actively working as an Au Pair.

2. Connecting, Groups & Events

Q: How does the "Meet" feature work?
A: The "Meet" feature uses your current location (based on permissions) to show you other active Au Pairs in your immediate vicinity. You can use the filters to narrow down connections by language, age, or interests.

Q: How can I create or join a Group?
A: Every user is able to create new Groups based on interests, location, or topics. You can find the option to "Create Group" in the Groups tab. To join an existing group, simply search for it or select it from the list and tap "Join."

Q: How can I create or participate in an Event?
A: Every user is able to create Events for meetups or activities. Use the "Events" tab to create a new event, suggest a time and place, and invite others. You can view all public events and choose to participate by selecting the event and tapping "Attend."

Q: Why can't I see any au pairs near me?
A: This usually means there are very few active au pair users in your immediate area. Try increasing your distance radius in the search filters, or check back later!

3. Safety & Reporting

Q: What do I do if I encounter inappropriate behavior?
A: If someone violates our community standards, please use the Report button located on their profile or in the chat thread.

Q: How do I report a Group or an Event?
A: Any user can report a Group or an Event if they believe it violates our Terms and Conditions or Community Guidelines (e.g., hate speech, illegal activities, or promotion of harmful content). Navigate to the Group or Event page, find the Report option, and submit your concern for review by our moderation team.

Q: Where can I find the official Child Safety Standards?
A: Our full Child Safety Standards are available on our main website. HeyAuPairs strictly prohibits Child Sexual Abuse & Exploitation (CSAE).

📧 Contact Our Support Team

If your question is not answered in the FAQ, or you need technical assistance, please reach out to our dedicated support team.

Support Email: support@heyaupairs.app

Please include your username, the device you are using (e.g., iPhone 15, Samsung Galaxy S23), and a detailed description of the issue so we can help you quickly.

📝 Submit a Question (Contact Form)

You can also submit your question directly using the form below. We aim to respond to all inquiries within 24-48 hours.

Protecting children is our highest priority. HeyAuPairs is committed to providing a safe, positive, and secure environment for all users and strictly enforces a zero-tolerance policy against Child Sexual Abuse and Exploitation (CSAE).

🚨 Our Foundational Commitment

HeyAuPairs strictly prohibits Child Sexual Abuse & Exploitation (CSAE). We are dedicated to preventing, detecting, and reporting this illegal and horrific material.

🌐 Compliance with Global Child Safety Laws

HeyAuPairs operates in full compliance with global and national child safety laws and regulations, including but not limited to the U.S. Stop Enabling Sex Traffickers Act (SESTA), the Fight Online Sex Trafficking Act (FOSTA), and relevant EU directives. We are legally and morally obligated to report any content suggestive of CSAE to the appropriate law enforcement authorities, including the National Center for Missing & Explored Children (NCMEC) and the relevant local police agencies.

⚙️ Our Moderation Process: Detection and Removal

We employ a multi-layered approach to proactively detect and swiftly remove prohibited content:

1. Proactive Detection (Automated Tools):

• We utilize industry-standard content matching technologies to automatically scan user-generated content (e.g., images, videos, text) uploaded to our platform.
• These tools use hashes/digital fingerprints provided by recognized child safety organizations to identify and flag known CSAE material before it is viewed by others.
• Automated filters also monitor for keywords, phrases, and behavioral patterns associated with grooming or solicitation.

2. User Reporting (Reactive Detection):

We provide a clear and easily accessible reporting mechanism within the app for users to flag content or accounts they believe violate our safety policies (see Reporting Steps below).

3. Immediate Action:

Once content is flagged—either automatically or by a user—it is immediately restricted from public view pending review by our moderation team.

🛑 Reporting Steps for Users

If you encounter content on the HeyAuPairs platform that you suspect involves CSAE, child endangerment, or illegal activity, please follow these steps immediately:

1. Do NOT engage with the content or user.
2. Use the in-app reporting function: Locate the Report button/icon on the profile or message in question.
3. Select the appropriate category: Choose "Child Safety/CSAE" or the most relevant option.
4. Provide context: Briefly describe your concern in the text field (e.g., "Inappropriate image" or "Requesting harmful contact").
5. Submit the report.

This process ensures the content is quickly secured and sent to our specialist moderation team for review.

🧑‍💻 How Our Moderation Team Reviews and Acts

Our dedicated, trained safety team handles all reports related to child safety with the utmost urgency and seriousness.

• Expert Review: Every flagged piece of content is manually reviewed by a trained moderator who specializes in identifying and handling illegal content, including CSAE.
• Action on Violations: If the content is confirmed to violate our CSAE policy, the following actions are taken immediately:
  • Content Removal: The harmful content is permanently deleted from our servers.
  • Account Termination: The user account responsible for the violation is permanently banned and the user is prevented from creating new accounts.
  • Mandatory Reporting: We compile a comprehensive report, including all relevant data (content, user information, technical metadata), and submit it directly to NCMEC and/or relevant law enforcement, as legally required.
• Non-Violation Cases: If the content is deemed not to be a violation, it is released, and the report is logged for review of future patterns.

📧 Dedicated Child Safety Contact

If you are a user, law enforcement, or a member of a child safety organization and need to report an urgent child safety concern related to the HeyAuPairs platform, please contact our dedicated email:

safety@heyaupairs.app

Please note that this email is only for urgent child safety reports and not for general support or account inquiries.

The HeyAuPairs community is built on trust, respect, and safety. We are committed to maintaining a positive and supportive environment for all current au pairs. If you encounter any user, message, group, or event that makes you feel uncomfortable or violates our Terms of Service, please use the tools below.

1. How to Block a User

Blocking a user is the fastest way to stop them from contacting you or seeing your profile activity.

Step	Action	Outcome
1.	Navigate to the user's Profile page or open the Chat thread with that user.	Displays the user's information and interaction options.
2.	Look for the "Block User" button.	This option is usually located in the top-right corner of the profile or chat screen.
3.	Confirm the action when prompted.	The blocked user will be immediately unable to send you messages, view your profile updates, or find you in proximity features.

Important:

Blocking a user is a private action. The blocked user will not receive a notification that they have been blocked.

2. How to Report Harmful Behavior

Reporting is crucial for the safety of our entire community. We treat all reports seriously and with confidentiality.

What to Report:

• Harassment or Bullying: Repeated, aggressive, or insulting communication.
• Hate Speech: Content that attacks or demeans groups based on race, gender, religion, national origin, etc.
• Inappropriate Content: Sharing of explicit material, promotion of illegal acts, or anything that violates our Child Safety Standards.
• Scams/Spam: Suspicious requests for money, unauthorized advertising, or fraudulent behavior.
• Terms & Conditions Violations: Any content (including Group/Event titles or descriptions) that breaches the app’s rules.

How to Report:

• Direct Report: In a Chat thread, Group, Event, or on a User's Profile, look for the "Report User" button or icon.
• Select Category: Choose the category that best describes the violation (e.g., "Harassment," "Inappropriate").
• Add Details (Crucial): Provide a brief but detailed explanation of what happened, when it happened, and why you are reporting it. This speeds up the review process.
• Submit: Tap "Submit Report." The incident is instantly sent to our Moderation Team.

3. What Moderators Do After a Report

Our Moderation Team reviews every report submitted by our users.

• Review and Investigation: A moderator will thoroughly review the reported content, user activity, and contextual evidence based on the violation category you selected. This is done confidentially.
• Action Taken: Based on the severity and nature of the violation, our team will take one of the following disciplinary actions:
  • Warning: The user is sent a formal warning detailing the violation and the consequences of future breaches.
  • Temporary Suspension: The user's account access is temporarily revoked for a set period (e.g., 24 hours to 7 days).
  • Permanent Ban: For severe or repeated violations, the user's account is permanently deactivated and banned from the HeyAuPairs platform.
  • Content Removal: Harmful content, groups, or events are immediately removed or deactivated.
• Confidentiality: The identity of the person who filed the report is never disclosed to the reported user. We prioritize the safety and privacy of our reporting users.
• Final Notification: In most cases, you will receive a notification confirming that action has been taken based on your report.

Remember:

If you feel a situation poses an immediate threat to your safety or the safety of others, please contact your local law enforcement or emergency services first.

The HeyAuPairs app utilizes location services solely to help you connect with other current au pairs nearby, organize meetups, and build your local community. Your safety and privacy are our highest priority, and we ensure you have complete control over your location data at all times.

1. Transparency on Location Permission

We believe in full transparency regarding your data.

• Location Permission Request: When you first attempt to use a feature that relies on proximity (such as the "Meet" function), your device will present a mandatory system prompt asking for permission to access your location. We request this permission only to facilitate connections with other au pairs in your local area.
• Users Can Decline: You are free to decline this permission request. If you choose "Don't Allow," you will still be able to use the core functions of the HeyAuPairs app, including messaging, profile editing, and joining groups, but you will not be able to use location-based features like viewing nearby au pairs or local events.

2. User Control and Activation

Your location is never shared without your explicit action.

• No Automatic Check-In: HeyAuPairs does NOT automatically check-in, track, or share your live location upon opening the app or when the app is running in the background. Your location data is not automatically broadcast.
• Manual Activation Required Each Time: Location-based services are manually activated by you. Each time you wish to refresh the list of nearby au pairs, you must actively navigate to and select the proximity-based feature (e.g., refreshing the "Meet" tab). Your location is only queried and shared temporarily during that specific interaction.

3. Map Visibility Guidelines (Your Privacy is Protected)

To ensure your physical safety and privacy, we take steps to prevent the precise sharing of your home address:

• Approximate Location Display: When showing other au pairs where you are, we use approximate, rounded coordinates to define your general area (e.g., a neighborhood or district).
• No Precise Home Address: We never display your exact, precise location (such as your host family's address) to other users on any map within the app. The visibility is intentionally blurred to a safe distance, typically several hundred meters or more, to indicate general proximity without revealing your private residence.
• Controlling Distance Filters: You can control the distance radius (e.g., 5 km, 10 km) in your settings to manage how far away other au pairs need to be for you to see them.

Welcome to HeyAuPairs! Our community is a safe, supportive, and positive space for current au pairs worldwide. By using our app, you agree to adhere to these guidelines to ensure a welcoming experience for everyone.

1. Be Respectful and Kind

• Zero Tolerance for Harassment: Treat every user with respect. Do not engage in bullying, stalking, threats, or intimidation directed at any individual or group.
• No Hate Speech: Do not post content that promotes violence, incites hatred, or disparages others based on race, ethnicity, religion, sexual orientation, gender identity, age, or disability.
• Mind Your Language: Keep all communication, profiles, and event descriptions generally friendly and appropriate. Profanity, obscenity, and overly aggressive language are prohibited.

2. Protect Your Safety and Privacy

• Protect Personal Information: Never share your private, sensitive information (e.g., exact home address, full visa details, financial information, host family details) in public chats or with strangers. Be cautious when sharing any details in private messages.
• Safe Meetups: If you decide to meet in person, always choose a public, well-lit place for the first meeting. Inform a trusted friend or family member about your plans.
• Respect Others' Privacy: Do not share screenshots of private conversations or private user profiles with anyone outside the app without explicit permission.

3. Maintain Authenticity

• Be a Current Au Pair: Our community is exclusively for individuals currently working as au pairs. Do not misrepresent yourself or your current status.
• Accurate Profile: Ensure your profile information (name, location, interests) is truthful and accurately reflects who you are. Do not impersonate other individuals.
• No Commercial Use: The app is designed for community building, not commercial gain. Do not use the app to promote external businesses, sell goods or services, solicit donations, or spam other users.

4. Appropriate Content and Behavior

• Child Safety: We strictly enforce laws and guidelines protecting minors. Any content involving the exploitation or abuse of children, or that violates our Child Safety Standards, will result in an immediate and permanent ban.
• No Illegal Activity: Do not use the app to promote, discuss, or engage in any illegal activities or violence.
• Report, Don't Engage: If you encounter behavior that violates these guidelines, use the Report function instead of trying to handle the situation yourself. Engaging with harmful users often escalates the situation.

5. Consequences of Violations

We reserve the right to remove any content or user profile that violates these guidelines without notice.

• Minor Violations: May result in a formal warning and temporary content removal.
• Serious or Repeated Violations: Will result in a temporary account suspension or, for severe cases (e.g., harassment, hate speech, illegal activity), permanent account termination/ban.

By using HeyAuPairs, you agree to abide by these rules. Thank you for helping us make this a wonderful community for au pairs!

Developer: MultiKultur e.K.

MultiKultur e.K.
International Exchange Programs
Helmholtzstr. 50
50825 Köln

Tel: +49 221 - 921 30 41
General Email: info@heyaupairs.app
Dedicated Child Safety Email: safety@heyaupairs.app