Account Suspension and Removal

Version 3.0. Effective 2 November 2026.

In short

• We may warn, restrict, suspend or remove an account that breaks our terms, puts people at risk, or is involved in fraud. For less serious issues, we usually warn first. For safety, fraud or legal reasons, we may act straight away.
• Some steps are automatic: an expired licence or insurance suspends access, and an operator's cancellation rate can trigger a warning or remove Charter Elite status.
• We tell you what we did, the rule involved and why, unless the law or someone's safety prevents it.
• You can appeal a suspension, restriction or removal within 30 days. A second reviewer, who did not make the decision, looks at it and gives reasons within 14 days. Some decisions have shorter windows (clause 6.4).
• Operators get at least 30 days' notice before we end their use of Pickup, except where the Operator Agreement allows immediate action. Someone whose account was removed may not open a new one.
• Accounts unused for 24 months may be closed, after we give 30 days' notice.

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

1. About this policy

1.1 This policy is issued by Pickup Technology Limited, RC 9548096, Lekki Phase 1, Lagos State, Nigeria, trading as Pickup Charter ("Pickup", "we", "us").

1.2 It explains in more detail how we use our rights of suspension, restriction and closure under the Guest Terms, the Operator Agreement, the Crew Terms and the Corporate Terms. It forms part of the Terms of Use. If there is a conflict, those terms apply. Words with capital letters have the meaning given in those terms.

1.3 It applies to Guest Accounts, Operator Accounts (including the Operator Mode of an Account), crew access and Company Accounts.

2. What we may do

2.1 We use a ladder of steps, as the Community Standards describe. Depending on the seriousness of the issue, we may:

(a) give a warning;

(b) restrict features, for example instant booking, messaging, the use of wallet credit, a Listing, or Charter Elite status;

(c) hide or pause a Listing;

(d) suspend an Account or crew access temporarily, for a stated period, until a stated condition is met, or while we investigate; or

(e) remove an Account or crew access permanently.

2.2 We use the least restrictive step that is reasonably sufficient. Suspension while we investigate is not a finding of breach.

3. Reasons

3.1 We may take action where we reasonably conclude that:

(a) a user has broken the Guest Terms, the Operator Agreement, the Crew Terms or a policy that forms part of them, including the Community Standards;

(b) a user's conduct puts the safety of anyone at risk, including breaches of the Zero Tolerance Policy or the Weapons and Prohibited Items Policy;

(c) an Account, payment method or document is fraudulent, false or compromised;

(d) Verification cannot be completed, or a licence, permit, certificate or insurance policy has expired or been withdrawn;

(e) a user has tried to take Bookings or payments off the Platform, in breach of the Off Platform Booking Policy;

(f) a user has discriminated against, harassed or abused someone, or committed sexual misconduct;

(g) a user has posted or procured fake or incentivised reviews, or knowingly made a false report;

(h) a user has repeatedly cancelled without good reason, or has a pattern of upheld complaints or disputes;

(i) a user is subject to sanctions, or a transaction appears connected to money laundering, terrorism financing or other financial crime; or

(j) the law, a court, a regulator or a payment provider requires it.

4. Warnings and immediate action

4.1 For a first, less serious breach, we usually give a warning and a chance to put things right before restricting or suspending an Account.

4.2 We may act immediately, without a warning, where there is a risk to anyone's safety, a credible allegation of a crime, suspected fraud or financial crime, a serious breach, a legal or regulatory requirement, or an expired document.

4.3 Expired documents. Expired licences or insurance suspend access automatically: where a document an Operator, asset or crew member needs has expired, the affected Listing or crew access is suspended until a valid renewal is verified. This is not a disciplinary step, and the Listing or access comes back as soon as the renewal is verified.

4.4 Ending an Account without a breach. Pickup may also close any Account, or end an Operator's or crew member's use of the Platform, for a reason that is not a breach, such as withdrawing a service or a market, on at least 30 days' notice by email or in the app. We act immediately only for breach, fraud, safety or legal reasons. Confirmed Bookings that cannot then go ahead are refunded in full.

5. Telling you

5.1 We tell you, by email to the address on your Account or in the app, what action we have taken, the rule involved, the main facts we relied on, how long it lasts or what you must do to lift it, and how to appeal.

5.2 We may delay or withhold notice, or give fewer details, where telling you would break the law, put someone at risk, or prejudice an investigation by us or the authorities. We tell you as soon as the reason for delay ends.

5.3 Operators. We give an Operator a statement of reasons before or at the time a restriction or suspension takes effect. We give at least 30 days' notice before ending an Operator's use of the Platform, except where the Operator Agreement allows immediate termination (such as a safety risk, a serious breach, fraud, insolvency, a lost licence or insurance, or a legal or regulatory requirement). During the notice period the Operator may respond, and we consider what it says before the termination takes effect. Where the law of the Operator's country requires a longer notice period, that period applies.

5.4 Decisions by a person, and automatic steps. Our systems may flag an account for review, for example for fraud patterns. A person decides every restriction, suspension and removal, with two exceptions that apply automatically: the document suspension in clause 4.3, and an Operator's cancellation rate. A cancellation rate above 5% brings an automatic warning. A rate above 10%, or 2 upheld no shows in 90 days, opens a review and removes Charter Elite status at once. A person then carries out the review.

6. Appeals

6.1 You may appeal a suspension, restriction or removal within 30 days by replying to our notice or writing to support@pickupcharter.com. Tell us why you think the decision was wrong and include any evidence.

6.2 A person who was not involved in the original decision considers the appeal and decides it, with reasons, within 14 days.

6.3 Operators and crew see the evidence we rely on and are heard before any permanent consequence is applied, unless the law or someone's safety prevents it.

6.4 Some decisions have shorter windows. An Operator may challenge a cancellation that counts against it within 7 days, a refused application within 14 days of the decision, and a Charter Elite decision within 14 days of the notice.

6.5 The appeal decision is Pickup's final internal decision. It does not stop you using the routes in the Dispute Resolution policy or the dispute terms that apply to you.

7. Money during and after action

7.1 Refunds properly due to a Guest are paid whatever the outcome.

7.2 Money due to an Operator for trips it delivered is paid under the Operator Agreement and the Payments Terms, less any amount we are entitled to set off or keep. An open case holds the whole payout for the Booking it concerns until it is decided. An open chargeback holds its disputed amount. A suspected fraud or a legal requirement may also hold a payout until it is resolved. Flutterwave, our payment provider, may also hold or freeze funds under its own rules or the law, and we tell you if it does, where we are allowed to.

7.3 Wallet credit gained through a breach, such as referral or promotional credit obtained by fraud, may be cancelled under the Promotional Credit Terms.

8. After removal

8.1 A person or business whose Account has been removed permanently, and, for Operators, its directors and crew, may not open a new Account, use someone else's Account, or act through another person or associated business to use the Platform, unless we agree in writing. We may close any Account we reasonably believe has been opened to get around a removal.

8.2 Bookings already confirmed may be cancelled. Where we cancel a Booking because of action against an Operator, the Guest receives a full refund or is moved to another Operator, under the Cancellation and Refund Policy.

8.3 Crew are engaged by Operators, never by Pickup, and one crew account may be linked to several Operators. Removal ends the crew member's access for every linked Operator. It affects only their use of the Platform and is not a decision about their employment or engagement, which is a matter for each Operator. Matters within the jurisdiction of the National Industrial Court are not affected.

8.4 We keep the records the law requires, and the case record, as described in the Privacy Policy. Clauses that are meant to survive the end of the terms that apply to you, such as amounts owed, liability, indemnity and disputes, continue to apply.

9. Dormant accounts

9.1 If an Account has no Bookings and no sign in for 24 months, we may close it. We email you at least 30 days before closing it, and you can keep it open by signing in.

9.2 Unused wallet credit follows its own expiry rules in the Promotional Credit Terms.

10. Closing your own Account

10.1 Guests. You can delete your Account in Profile > Security > Delete my account. It needs the emailed code and typing DELETE. It takes effect at once and cannot be undone, and any wallet credit is lost. You cannot delete it while you have an active booking, a crew trip, or an open case you opened. See Delete your account and the Privacy Policy, which explain what is erased and what is kept.

10.2 Operators. Close your operator account in the app first, once every Booking is finished and every payout and balance is settled. It closes at once, and your guest account stays open. You can then delete your guest account under clause 10.1.

10.3 Crew. Close your crew record in the app first, once every trip is finished. Your guest account stays open. You can then delete it under clause 10.1.

11. Changes, law and contact

11.1 We may update this policy. We give at least 30 days' notice of a material change by email or in the app, unless a change is needed sooner for safety or by law, when it takes effect at once.

11.2 This policy is governed by the laws of the Federal Republic of Nigeria. Disputes are resolved as the dispute terms that apply to you provide: Complaints and disputes in the Guest Terms, Disputes and governing law in the Operator Agreement, or Disputes and governing law in the Crew Terms.

11.3 Contact: support@pickupcharter.com. Legal notices: by email to legal@pickupltd.com, effective on receipt. We send notices to you in the app or at the email address on your Account.