What can I do about an intoxicated or disruptive guest?

Your chauffeur, captain or pilot has the final say on safety. If a guest is too intoxicated, abusive or unsafe to carry, the crew may refuse to start, or may end the trip at a safe place.

On the day

1. Stay calm and avoid confrontation.
2. Explain the concern and what you will do.
3. If you must end the trip, stop only at a safe, lit, public place, never on an expressway shoulder. On water, return to the jetty. In the air, follow the pilot in command's procedures.
4. In an emergency, call 112.
5. Report it in the app straight away, from the booking's help icon or under Menu, then Safety, with times, what was said and done, and any photos.

Refunds

If you refuse a trip before it starts, cancel with The guest broke the rules, or The guest brought a prohibited item. A guest breach follows the guest's own cancellation option. For a prohibited item, only the road levy comes back. Either way a case opens and holds your payout until Pickup checks. If the trip has already started, report it and Pickup decides. A person in our trust and safety team reviews every report, under the Community Standards.

Damage or cleaning

If the guest damaged or soiled the vehicle, report it from the booking within 24 hours of the trip. See Cleaning charges and Raising a damage claim.

Protect yourself

Never respond with force except in lawful self defence. Keep messages in the app. If a guest makes you feel unsafe, you can block them. See Reporting and blocking guests.