What to do if you are asked to pay outside Pickup

Every payment for a Pickup trip goes through the app. Operators, chauffeurs and crew are not allowed to ask for, or accept, payment outside Pickup. That includes cash for waiting time, fuel, tolls, extra hours or tips asked for as a condition of service.

Why it matters

When you pay through Pickup:

• the operator is paid only after your trip, on a fixed schedule, not when you pay;
• any change or extension is priced in the app before you confirm; and
• you can use the refund and dispute process if something goes wrong.

A payment made outside Pickup gets none of these, as set out in the Off Platform Booking Policy.

If you are asked to pay outside Pickup

1. Say no politely. You do not need to explain.
2. If you need more time or another stop, ask in the app. See How to extend a booking.
3. Open Profile > Help, choose your trip under YOUR TRIP and tap I was asked to pay outside Pickup. You can also report a message by pressing and holding it. Include any messages.

If you feel pressured or unsafe, move to a safe place and call 112 first.

Booking directly with an operator later

If an operator you met on Pickup offers to deal with you directly to avoid Pickup, the same applies: you lose refunds and dispute support, and the operator breaks its terms. This restriction runs for 12 months from your last contact or message through Pickup. Please report it.

Tips

There is no tipping in the app, and crew must not ask for a tip. See Can I tip my chauffeur or crew?