Charter Elite Standards

Version 3.0. Effective 2 November 2026.

In short

• Charter Elite recognises operators who get it right, every time. It cannot be bought, and it does not change your commission or your payout timing.
• You earn it on your record over the last 12 months: ratings, reliability, quick responses, a clean safety record and documents always in date, after at least 6 months on Pickup.
• We review it every quarter and show you where you stand in Operator Mode. Staff decide status and record the reasons.
• You can lose it at a quarterly review. You lose it at once if your cancellation rate passes 10% or you have 2 upheld no shows in 90 days, and we can pause it during an investigation. A forged document ends it permanently.
• You can challenge a decision within 14 days of the notice.
• It is recognition of your record, not a Pickup guarantee.

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

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1. Status

1.1 These Standards are issued by Pickup Technology Limited, RC 9548096, Lekki Phase 1, Lagos State, Nigeria ("Pickup"), under the Charter Elite clause of the Operator Agreement. Capitalised words have the meaning given in the Operator Agreement and the Cancellation and Refund Policy. Our Terms of Use also apply.

1.2 There are two levels:

1.3 Charter Elite recognises an Operator's record on the Platform. It is not an endorsement, certification or guarantee by Pickup of the Operator's services, and does not mean Pickup has inspected the Operator's assets beyond Verification. Operators must not describe it as an endorsement or guarantee. Where Charter Elite is shown to Guests, it is described as recognition of the Operator's record on Pickup against these published criteria.

2. Criteria

2.1 The criteria are measured at the review date, over the 12 months before it (the "Review Period"):

2.2 An Operator must have been listed on the Platform for at least 6 months before its first Charter Elite review.

2.3 An "upheld" safety complaint or dispute means one decided for the Guest, in whole or in part, or where our trust and safety investigation found the Operator or its Assigned Crew responsible, after the Operator was heard under the review process in the Operator Agreement.

2.4 Declining a request for a genuine safety reason, cancelling for a Recognised Reason under the Cancellation and Refund Policy, a boat trip delayed or shortened for weather or daylight, and a flight delayed or diverted for weather, air traffic control or a regulator's directive never count against the acceptance, completion or cancellation criteria.

2.5 Reviews left in breach of the Reviews & Ratings Policy, and removed for that reason, do not count towards the rating.

3. Reviews

3.1 Status is assessed four times a year, on the first business day of January, April, July and October, on the Platform record. Pickup staff decide each award or removal, and tell the Operator the outcome. A new status normally starts within 7 days after the review date.

3.2 Each Operator can see its progress against every criterion in Operator Mode at any time. If an Operator holding Charter Elite falls below a criterion during a quarter, we may mark its status at risk and tell it in the app, so it has the rest of the quarter to recover.

3.3 Status is not for sale. No payment, Commission level or commercial arrangement affects it. Staff may award status when a measured criterion is not met only with a written reason on the record, and never for a payment or commercial arrangement.

4. What Charter Elite unlocks

4.1 The Charter Elite badge on the Operator's listings and profile.

4.2 Greater prominence in search, as one of the ranking factors in the Operator Agreement.

4.3 Priority when company accounts, partners and higher value Bookings ask for Charter Elite Operators.

4.4 A priority queue for operator support.

4.5 With the Operator's written consent, a chance to be featured in Pickup's marketing, including social channels. Pickup never features a Guest, a Traveller or Guest data in that marketing.

4.6 Charter Elite carries no change to Commission or to payout timing. Commission is set only by the Operator's Fee Schedule, and payout timing only by the Operator Agreement and the Payments Terms.

5. Losing status

5.1 Status may be lost at any quarterly review if a criterion in clause 2 is not met.

5.2 Status is removed automatically and at once if the Operator's cancellation rate over a rolling 90 days passes 10%, or it has 2 or more upheld no shows in that time. The Operator is told, and a review opens.

5.3 Status may be paused immediately if the Operator is suspended for a safety concern or is under investigation for document falsity, Mismatch, unrecorded substitution, off platform payment or misuse of Guest data. It is restored at once if the Operator is cleared.

5.4 Status is removed immediately and permanently if an Operator is found to have submitted a forged or altered document.

5.5 Status ends when the Operator's admission to the Platform ends.

5.6 An Operator that loses status under clause 5.1, 5.2 or 5.3 may qualify again at any later quarterly review where it meets the criteria.

6. Challenging a decision

6.1 Challenge a decision through operator support within 14 days of the notice. A person who was not involved in the decision reviews it on the record and decides within 14 days. If the decision is reversed, status is restored from the date it was lost.

7. Changes, governing law and contact

7.1 We may change these criteria with at least 30 days' notice in the app and by email to your account email address. A change never removes status between reviews. It is first applied at the next quarterly review that falls at least 30 days after the notice.

7.2 These Standards are governed by the laws of the Federal Republic of Nigeria. Disputes are resolved under the Disputes and governing law clause of the Operator Agreement.

7.3 Questions: operator support in Operator Mode. Legal notices: by email to legal@pickupltd.com, effective on receipt.