What to expect from your chauffeur

Every chauffeur driven car on Pickup is provided by an independent licensed operator. Your chauffeur works for that operator, not for Pickup. Operators control hiring, pay, shifts and whether to accept trips, and every operator agrees to the same standards before a listing goes live.

Before your trip

• Your chauffeur holds a valid FRSC driving licence and has passed an ID check before they can be assigned.
• You see the assigned chauffeur's name, photo and plate in your trip details before pickup.
• If the operator changes your chauffeur, the change is made in the app, the new chauffeur is verified, and you are told.

During your trip

Your chauffeur is expected to:

• Arrive at the agreed pickup point at the agreed time.
• Present professionally and greet you by name.
• Drive safely and within the law at all times.
• Follow the route you agreed, or explain any change.
• Keep the vehicle clean and in the condition shown on the listing.
• Respect your privacy. No calls about your trip to anyone other than you and the operator.
• Never ask for cash, extra payment or a trip outside the app.

If the person who arrives is not your chauffeur

Do not get in. Check the name, photo and plate in your trip. If they do not match, report it from the trip for a full refund. See If the wrong car or chauffeur arrives.

Reporting a problem

1. Open the trip in Trips.
2. Tap Leave a review to review the trip.
3. For anything more serious, tap Report a problem with this trip so it can be reviewed.

If you ever feel unsafe, ask your chauffeur to stop in a safe, public place. In an emergency, call 112.