If your account is restricted or suspended

We may warn you, restrict your account, suspend it or close it if there is a serious problem. We act in proportion to the issue and give reasons.

Common reasons

• A breach of the Guest Terms or the Community Standards, for example abusive behaviour or a safety issue.
• A failed, reversed or disputed payment that has not been resolved.
• Suspected fraud, or misuse of promo codes or referral credit.
• Moving bookings or payments off Pickup.
• A legal or regulatory requirement.
• Repeated cancellation without good reason.

What restriction means

A restriction stops you making new bookings until an issue is resolved, for example an unpaid amount. Your upcoming trips, messages, help and safety tools all still work. Your Profile shows Your account is restricted. Tap it to see why and how to lift it.

Notice

We usually tell you why before we act. We may act first and tell you afterwards where safety requires it, and we may delay notice where telling you would break the law, put someone at risk or prejudice an investigation.

Asking for a review

1. Tap Ask for a review in the app, reply to our notice, or email support@pickupcharter.com, within 30 days of the decision.
2. Tell us why you think the decision was wrong and include any evidence.
3. A different person reviews the decision and gives you reasons.

If your account is closed

If your account is removed for a serious breach, you may not open a new one. Accounts unused for 24 months may be closed after we give notice.

The full rules are in Account Suspension and Removal.