Understanding operator standards

Guests book Pickup because they trust every operator on it. These standards protect that trust. The full text is in the Operator Standards.

Verified business and identity

Keep your identity, company details, licences and insurance valid and on file. An expired licence or insurance policy suspends access automatically.

Qualified personnel

Only send chauffeurs, captains and crew who are verified on Your crew. For cars, the guest sees the assigned chauffeur's name, photo and plate the day before the trip. For boats and jets, the guest sees the crew by role. Never send someone who is not assigned in the app.

Reliable operations

• Keep your calendar accurate.
• Answer booking requests in time: within 12 hours of the request, or 2 hours before the start if that is sooner. Reply to messages on confirmed bookings promptly.
• Arrive on time, at the agreed pickup point.
• Avoid cancelling confirmed bookings.

Well maintained assets

Vehicles, vessels and aircraft must be clean, maintained and presented to a premium standard. They must match the photos on the listing.

Professional service

Your chauffeur or crew is the face of the trip. Expect courtesy, discretion, smart presentation and safe operation from the first message to arrival.

Tips

There is no tipping in the app. Your crew must never ask for a tip. They may accept a cash tip a guest offers unprompted, and a tip never changes how a guest is treated.

Safety

• Chauffeurs follow Lagos traffic law and the Lagos State Transport Sector Reform Law.
• Boats move in daylight only, and every passenger wears a life jacket at all times.
• Aircraft operate within your AOC and operations specifications.
• Security escorts are unarmed and provided only by NSCDC licensed companies.

How we measure it

Open Menu, then Performance and Charter Elite. It tracks your rating, response time, acceptance, completion, cancellation rate and trips, over the last 90 days or 12 months. Guests rate five details of each trip: punctuality, chauffeur, car, cleanliness and value on a car; crew, boat, safety, cleanliness and value on a boat; crew, aircraft, on time, cabin and value on a jet.

When standards slip

We may contact you, warn you, suspend a listing or, for serious or repeated breaches, remove you from Pickup. The steps are set out in the Operator Agreement.

Operators who consistently exceed these standards can earn Charter Elite.