Accessibility Statement

Version 3.0. Effective 2 November 2026.

In short

We want everyone to be able to book with us. Our target for the website and app is WCAG 2.2 level AA. Some parts fall short today, and this page says which, including the main button in the app, which is below the contrast ratio AA asks for. If something gets in your way, tell us and we help you complete your booking another way.

This summary is for convenience only. The numbered clauses below govern.

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1. Scope

1.1 This statement covers the Pickup Charter website at pickupcharter.com and the Pickup Charter app for iOS and Android, operated by Pickup Technology Limited, RC 9548096 ("Pickup").

1.2 It covers the Platform. The accessibility of vehicles, vessels and aircraft, which are provided by independent Operators, is dealt with in clause 6.

2. Our target

2.1 Our target is conformance with the Web Content Accessibility Guidelines (WCAG) 2.2, level AA, on the website and in the app.

2.2 We follow the Discrimination Against Persons with Disabilities (Prohibition) Act 2018, and, for Guests in the countries we serve, the accessibility and equality laws that apply to us there, including the Equality Act 2010 in the United Kingdom.

2.3 This statement describes a target and our current status. It is not a statement that the Platform fully conforms to WCAG 2.2 AA or any other standard.

3. Conformance status

3.1 Partially conformant. Some parts of the Platform fall short of WCAG 2.2 AA. Clause 4 lists them.

3.2 This assessment is based on our own testing. We aim to complete an independent WCAG 2.2 AA audit of the website and app by 30 June 2027, and to publish its date and main findings on this page within 30 days of the report.

4. Known limitations

These are the limitations we know of. We update this list as we test and fix issues, and we fix those with a date below by that date.

4.1 Identity verification. The live facial check is provided by our identity verification provider, Dojah. It needs a camera and may be hard to complete for some people with visual or motor impairments. The manual review also needs two photos, including one of you holding your ID. If you cannot complete either, contact us and we help you find another way. Most ID reviews finish within 24 hours. Some take up to 3 working days.

4.2 Sign in codes. Sign in uses a code sent by email, which you copy into the app. A code expires after a short time. If you need more time, tap Resend for a new code, or sign in with Apple or Google, which can use your device's own accessibility features.

4.3 Maps and live tracking. Maps are visual. The trip screen also shows status in text, but map content itself is not fully available to screen readers.

4.4 Payment screens. Some checkout steps, such as 3D Secure checks, are provided by Flutterwave or your bank and may not fully meet our target.

4.5 Colour contrast. The cream label on the main orange button in the app has a contrast ratio of 2.65:1, and tertiary text on white is 3.73:1. Both are below the 4.5:1 that AA asks for. The app has a light theme only. On the website, the main button passes at 4.52:1. We have not yet set a date to fix the app. Higher contrast in Profile > App settings darkens text and borders. If you cannot read something, tell us under clause 7 and we help.

4.6 Photographs. Some listing photographs supplied by Operators do not have meaningful text alternatives.

4.7 PDF documents. Some downloadable documents, such as receipts and statements, may not be fully tagged for assistive technology.

4.8 Video. Some brand films lack captions and audio description, and the voiceover on our Help Centre video guides is uncaptioned. Each video guide shows every step as text on screen and sits on a page that explains the same steps in writing. We aim to add captions to every video by 31 March 2027, and to publish every new video with captions.

4.9 Language. Pickup is available in English only, and messages are not translated.

4.10 Large text. The app follows your phone's text size up to 1.6 times the normal size, and goes no larger. At the largest sizes, some prices may break across lines.

5. What we do

5.1 On the website, we build with semantic structure and headings, keyboard navigation and visible focus.

5.2 In the app, we design for screen readers (VoiceOver and TalkBack) and for system text size. Profile > App settings has Use my phone's text size, Reduce motion and Higher contrast.

5.3 We design touch targets and form labels to WCAG 2.2 requirements.

5.4 We include accessibility checks in design review and before each release.

5.5 Our legal documents and Help Centre articles are web pages, not PDFs, so they work with assistive technology and can be resized.

These are our working methods. Where a page or screen falls short, clause 7 explains how to tell us.

6. Accessible trips

6.1 You can record an assistance need in Profile > Personal details, under Accessibility needs, such as wheelchair access or help with luggage. We share it with the Operator when you book. Also message the Operator in the app when you book and ask it to confirm, so nothing is missed.

6.2 Our Operator Standards require Operators to accommodate reasonable assistance needs notified in advance, and to decline before acceptance if the asset cannot safely meet them, so you are not left stranded. Refusing or mistreating a Traveller because of disability breaks our Nondiscrimination Policy.

6.3 Listings show accessibility features where the Operator describes them. We do not independently check these features, so confirm what you need with the Operator in the app before you book. If a feature described on a listing is not available on the day, report it in the app and we deal with it under the Cancellation and Refund Policy and our dispute process.

6.4 Safety rules still apply. On boats and aircraft, the captain decides on safety, and some vessels and aircraft cannot carry certain mobility equipment. Life jackets are worn by everyone aboard a boat, including crew, at all times while aboard and in any tender. An Operator must explain any such limit before it accepts your Booking.

6.5 Assistance animals. Tell the Operator about an assistance animal when you book, and confirm in the app before the trip. Operators must carry a trained assistance animal travelling with a disabled Traveller unless there is a genuine safety reason, or a legal or regulatory restriction (for example on some aircraft or vessels), which they must explain before accepting the Booking. The Service Animal Policy sets out the full rules.

7. Feedback and help

7.1 If you meet a barrier, or need information in another format, contact us:

• In the app: Profile > Help, then Still need help?, then Chat in the app. Operators: the menu, then Help.
• Email: support@pickupcharter.com, subject "Accessibility".
• All contact routes: Contact.

7.2 Tell us the page or screen, what you were trying to do, and the assistive technology you use, if any.

7.3 We acknowledge within 2 business days and respond in full within 10 business days. If you need to book urgently, say so and we help you complete it another way.

7.4 In an emergency, call 112.

8. If you are not happy with our response

8.1 If you are not satisfied with how we handled your feedback, you can ask for it to be reviewed by a senior member of our team by replying to our response. We reply within 10 business days. Dispute Resolution explains the full process.

8.2 You may also contact the National Commission for Persons with Disabilities, which oversees the Discrimination Against Persons with Disabilities (Prohibition) Act 2018, or the Federal Competition and Consumer Protection Commission. Nothing in this statement limits your rights under the law.

9. Review

9.1 We review this statement at least once a year and after significant changes to the Platform.