Community Standards

Version 3.0. Effective 2 November 2026.

In short

• These Standards apply to everyone: guests, everyone travelling in their party, operators, operator staff and crew. No harassment, no discrimination, no violence. Sexual misconduct of any kind is never tolerated.
• Safety comes first. Seat belts in cars. No smoking or vaping in cars or on jets. Boats run in daylight only, and everyone aboard, crew included, wears a life jacket at all times. On a boat the captain, and on a jet the pilot in command, has the final word on safety. Follow the crew first, raise any disagreement afterwards.
• No weapons, no illegal drugs, no illegal activity, and no one impaired by alcohol or drugs at the controls. The only weapons exception is lawfully authorised, on duty security officials the Operator agrees to carry, and aviation security screening still applies on every jet. Children travel only with a responsible adult. Unaccompanied minors are never carried.
• Do not film or photograph people without their consent, except to record an incident for safety or evidence.
• In an emergency, call 112. The app has emergency contact alerts and "Are you OK?" check-ins, but they are not an emergency service and we do not guarantee continuous monitoring. Report everything else in the app.
• We investigate every report. A person decides, gives reasons and tells you how to appeal. Consequences follow a ladder: warning, restriction, suspension, removal. The most serious conduct leads straight to suspension and, if upheld, removal.

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

1. About these Standards

1.1 Who issues them. These Community Standards ("Standards") are issued by Pickup Technology Limited, RC 9548096, Lekki Phase 1, Lagos State, Nigeria, trading as Pickup Charter ("Pickup", "we", "us").

1.2 Who they apply to. They apply to every person who uses Pickup Charter or travels on a Booking made on it, in person, in messages and on calls, from the first contact about a Booking until 1 hour after the trip ends, and afterwards to anything that arises from a Booking (such as a review, a report or contact after the trip). That includes:

(a) Guests: Bookers, Lead Travellers and company bookers;

(b) Travellers: everyone who travels on a Booking, including members of a Guest's party and children;

(c) Operators and their directors, staff and agents; and

(d) Crew: the chauffeurs, captains, coxswains, deckhands, cabin hosts, pilots and other crew an Operator assigns to a Booking (in the Operator Agreement, "Authorised Crew"; in the Guest Terms, "Assigned Crew").

1.3 How they bind you. These Standards form part of the Terms of Use, the Guest Terms, the Operator Agreement, the Crew Terms and the Corporate Terms. A Traveller who does not hold an Account is bound by them by travelling, and the Booker must make sure each Traveller knows them. If these Standards and the terms that apply to you conflict, those terms prevail. Words with capital letters have the meaning given in the Guest Terms.

1.4 Related policies. These policies form part of these Standards and set out the detail on their topics: the Zero Tolerance Policy (drugs and alcohol), the Weapons and Prohibited Items Policy, the Nondiscrimination Policy, the Service Animal Policy, the Reviews & Ratings Policy, the Off Platform Booking Policy, the Content Policy, the Passenger Acknowledgement and Assumption of Risk and the Account Suspension and Removal policy.

1.5 The law comes first. These Standards add to the law. They never require or permit anyone to break it. Where the law, a regulator's directive or an Operator's licence conditions are stricter than these Standards, the stricter rule applies.

1.6 Pickup's role. Pickup is a booking platform. It does not own, operate, crew, fuel, pilot or navigate any Vehicle, Vessel or Aircraft, and crew are not Pickup's employees or agents. Operators control hiring, pay, shifts and whether to accept trips, and the Operator is responsible for the safe conduct of every trip. These Standards set the rules for using the Platform. They do not make Pickup a carrier or give Pickup control over how a trip is operated.

2. Respect and harassment

2.1 Respect. Treat everyone with courtesy: other Travellers, crew, Operator staff, our staff and members of the public. No insults, threats, intimidation, shouting down, or abusive or degrading language or gestures, in person, in messages or on calls.

2.2 Harassment. No one may harass anyone. Harassment includes unwanted conduct that violates a person's dignity or creates an intimidating, hostile, degrading or humiliating environment, repeated unwanted contact, stalking, following or waiting for a person after a trip, and cyberstalking or online abuse. Some of this conduct is also a criminal offence, including under the Cybercrimes (Prohibition, Prevention, etc.) Act 2015, as amended in 2024.

2.3 Contact after the trip. Guests and Crew see each other's phone numbers only from 1 hour before a trip until 1 hour after it ends. Operators see the Guest's phone number once a Booking is confirmed, to coordinate the trip. Crew and Operators must never use a Guest's details, or anything learned on a trip, to contact the Guest for a personal reason, and Guests must not seek out crew outside a Booking for a personal reason. Contact about lost property or a report goes through the app.

2.4 Violence. Physical violence, or the threat of it, is never acceptable, whoever starts it. Reasonable force used only to protect yourself or someone else from immediate harm is not a breach of this clause, but we review it.

3. Sexual misconduct: zero tolerance

3.1 The rule. Sexual misconduct of any kind, by anyone, towards anyone, is prohibited on every trip and in every contact arising from a Booking.

3.2 What it covers. Sexual misconduct includes:

(a) sexual assault: any sexual contact or attempted sexual contact without clear, freely given consent, including with a person who cannot consent because of intoxication, sleep, unconsciousness or age;

(b) non consensual touching of a sexual or intimate nature, including kissing or touching over clothing;

(c) sexual harassment: sexual comments, jokes, gestures or questions, comments about a person's body or appearance, flirting with or asking a Guest or crew member for a date or contact details, and offering or requesting sexual activity, whether or not money is involved;

(d) indecent exposure and sexual acts in the presence of crew or other Travellers; and

(e) image based abuse: taking, sharing or threatening to share sexual or intimate images of anyone without consent, and showing anyone sexual material.

3.3 Crew and Operators. Crew are at work. A crew member must never engage in any sexual or romantic conduct with a Guest or Traveller during a Booking or because of one, even if the Guest appears to invite it.

3.4 Consequences. A credible report of sexual assault or non consensual touching leads to immediate suspension of the person reported (and, where the person is crew, review of the Operator) while we investigate. If it is upheld, the person is removed from the Platform permanently, with no warning step. Other sexual misconduct leads to suspension or removal depending on its seriousness. Clause 13 applies.

3.5 Support. If you have experienced sexual misconduct, you may report it to us in the app, and you may report it to the Nigeria Police Force. We do not require you to report to the police before we act. On your request, or on a valid request by the police, we provide the trip record to support a criminal complaint, as clause 14 describes. Laws that protect you include the criminal law of the State where the incident happened (in Lagos, the Criminal Law of Lagos State 2011) and, in the Federal Capital Territory and the States that have adopted it, the Violence Against Persons (Prohibition) Act 2015.

3.6 Confidentiality of findings. We tell only the people involved, the Operator concerned and, where the law requires, the authorities about a finding of sexual misconduct. We do not publish it or tell other users why an Account was removed.

4. Discrimination

4.1 No one may be refused, cancelled on, charged more, served worse, harassed or abused because of a Protected Characteristic: ethnic group, community, tribe or place of origin; nationality; sex; religion or belief; political opinion; disability; HIV status; the circumstances of a person's birth; age; marital or family status; pregnancy; or the language a person speaks.

4.2 The Nondiscrimination Policy sets out the full rules, the lawful safety exceptions (certified capacity, weight and balance, fitness to travel, licensing and age rules) and how we handle reports. It reflects section 42 of the Constitution of the Federal Republic of Nigeria 1999, the Discrimination Against Persons with Disabilities (Prohibition) Act 2018 and the HIV and AIDS (Anti-Discrimination) Act 2014.

4.3 Assistance animals travel with the person they support, as the Service Animal Policy sets out.

5. Safety on board

5.1 For every trip.

(a) Follow the lawful safety instructions of the crew, including briefings, seating and where to stand, sit or walk.

(b) Never exceed the certified capacity of the Vehicle, Vessel or Aircraft. Children count towards it, and on boats and jets infants count too. Crew must refuse to carry more people than it allows.

(c) Do not distract, obstruct or interfere with the person driving, steering or flying, or touch any control or equipment unless the crew asks you to.

(d) Do not ask crew to break the law, drive or navigate unsafely, speed, skip rest, go somewhere restricted, or take a route or area the Operator is not permitted to use.

(e) Tell the Operator in advance, through the app, about anything relevant to safety: children, anyone who cannot swim, medical conditions that may affect travel, reduced mobility, assistance animals and unusual luggage. The Passenger Acknowledgement and Assumption of Risk explains fitness to travel.

5.2 Cars.

(a) Every Traveller wears a seat belt for the whole journey, in every seat where one is fitted. One person per seat belt.

(b) A child too small for an adult seat belt to fit safely travels in a child seat or booster suited to their age and size. The Guest adds a child seat as an Extra when booking, or brings their own. A chauffeur must not start the trip with a child unrestrained.

(c) No one smokes or vapes in a Vehicle, whatever the Listing says, consistent with the National Tobacco Control Act 2015.

(d) Chauffeurs drive within the National Road Traffic Regulations, the Federal Road Safety Commission (Establishment) Act 2007 and Lagos State road traffic law, including speed limits, and never use a handheld phone while driving.

(e) Chauffeurs plan breaks and stay within the legal limits on driving time. A Guest must not ask a chauffeur to keep driving beyond them.

(f) Every car on Pickup is chauffeur driven. Only the verified chauffeur assigned in the app drives the Vehicle.

5.3 Boats and yachts.

(a) Daylight only. Boat trips depart after sunrise and return before sunset. No Operator may offer or agree to a night trip, and no Operator can switch this rule off.

(b) Life jackets for everyone. Every person aboard, including every Traveller, every child and every crew member, wears a correctly sized life jacket at all times while aboard and in any tender. The Operator must carry enough life jackets, in the right sizes, for everyone aboard.

(c) Safety briefing. The captain or crew gives a safety briefing before departure. Every Traveller attends it.

(d) Captain's authority. The captain has final authority on board on every matter of safety, including whether to sail, where to go, when to return, who may board, whether alcohol may be served, and whether swimming is allowed. The captain may delay, change the area, return early or decline to sail because of weather, water conditions, a directive of the Lagos State Waterways Authority (LASWA), the National Inland Waterways Authority (NIWA) or the Nigerian Maritime Administration and Safety Agency (NIMASA), or any other safety reason.

(e) Boarding and swimming. Board and leave only at the jetty or berth in the Booking unless the captain changes it for safety. Jetties and marinas belong to third parties. Pickup does not control them and does not promise they are safe, so take care and follow the captain's instructions when boarding. Swimming from the Vessel is allowed only with the captain's express consent, and never after drinking alcohol.

(f) Smoking. Smoking and vaping are allowed only on an open deck, where the Listing allows it and the captain agrees, and never near fuel, the engine or a child. Smoking is never allowed in an enclosed cabin.

(g) Crew licensing. Operators use only captains and crew who hold the certificates, and Vessels that hold the registration and survey, that NIMASA, NIWA and LASWA require.

5.4 Private jets.

(a) Pilot in command. The pilot in command has final authority over boarding, the carriage of any person or item, departure, routing, diversion and landing, as Nigerian aviation law provides. Their decisions are not negotiable during the flight.

(b) Cabin rules. Every Traveller follows the crew's safety briefing and instructions; wears a seat belt during taxi, take-off, landing, turbulence and whenever the seat belt sign is on or the crew asks; uses electronic devices only as the crew allows; and never smokes or vapes on the aircraft.

(c) Screening and documents. Every Traveller submits to security screening, carries the identity and travel documents the flight requires, and appears on the passenger manifest approved by the Operator. Baggage must be declared accurately and must fit the aircraft's weight and balance limits.

(d) Unruly behaviour. Interfering with crew, refusing a crew instruction, or behaving in a way that endangers the aircraft or anyone aboard is a breach of these Standards and can be a criminal offence under the Civil Aviation Act 2022 and the Nigeria Civil Aviation Regulations. The pilot in command may refuse boarding, restrain a Traveller as aviation law allows, divert, and hand a Traveller to the police or airport authorities on landing.

(e) Operator licensing. Flights are operated only by holders of a Nigeria Civil Aviation Authority (NCAA) Air Operator's Certificate, with the Aircraft on their operations specifications, under the Civil Aviation Act 2022 and the Nigeria Civil Aviation Regulations.

5.5 Comply first. The crew's safety decisions are final at the time they are made. If you think one was wrong, follow it, then raise it afterwards in the app. Any refund consequence is decided on the evidence under the Cancellation and Refund Policy.

6. Alcohol, drugs and intoxication

6.1 Crew. Crew must be completely free of the effects of alcohol, illegal drugs and impairing medicines from arrival for a Booking until it ends. The Zero Tolerance Policy applies.

6.2 Travellers. Do not board, or remain aboard, so affected by alcohol or drugs that you endanger yourself or others, cannot follow safety instructions, or behave in breach of these Standards. Drink responsibly where alcohol is allowed.

6.3 Who decides. Alcohol may be brought or served only where the Operator allows it on the Listing. The crew may stop service, refuse boarding or end a trip where a Traveller's condition puts anyone at risk.

6.4 Under 18s. Alcohol is never served or given to anyone under 18.

6.5 Illegal drugs. No one may carry, use, offer or supply illegal drugs, or controlled medicines without a lawful prescription, on any trip.

7. Weapons and prohibited items

7.1 Weapons. No one may carry or use a weapon on a trip. That includes firearms, ammunition, replica firearms, explosives, knives carried as weapons, stun devices and pepper spray. Possessing a firearm without a licence is an offence under the Firearms Act (Cap F28, Laws of the Federation of Nigeria 2004), and a personal firearm licence does not give anyone the right to carry a weapon on a Pickup trip.

7.2 The only exception. A lawfully assigned, on duty state security official lawfully authorised to carry a weapon may travel only if the Operator agrees in advance and the law allows it. NCAA and aviation security screening stays absolute on every jet segment, and the pilot in command may refuse. The Weapons and Prohibited Items Policy sets out the process.

7.3 Security add ons. Pickup never offers or arranges police escorts, armed escorts or armed security. Any security add on is unarmed personnel from a guard company licensed by the Nigeria Security and Civil Defence Corps (NSCDC), supplied by the Operator.

7.4 Dangerous goods. Aircraft: dangerous goods only as aviation law and the Operator's procedures allow, and nothing the crew have not cleared. Boats: no fuel containers, fireworks, flares (other than the Vessel's own safety equipment), open flames or other dangerous items without the captain's consent. Cars: nothing that endangers the Vehicle or its occupants.

7.5 Drones. Do not fly a drone from or near a Vessel or Aircraft, or near an airport, without the captain's or pilot in command's consent and any permission Nigerian aviation law requires.

8. Illegal activity

8.1 No one may use a trip, or the Platform, for any unlawful purpose. In particular, no one may:

(a) carry stolen, counterfeit, smuggled or illegal goods, or protected wildlife or wildlife products;

(b) transport any person against their will, or take part in human trafficking or exploitation, which is an offence under the Trafficking in Persons (Prohibition) Enforcement and Administration Act 2015;

(c) arrange or solicit prostitution or any sexual service;

(d) use a Booking to move the proceeds of crime, evade sanctions or launder money;

(e) bribe or offer an inducement to any official, crew member or Pickup staff member;

(f) evade customs, immigration or airport and port security checks; or

(g) use false identity details, or travel as or for someone else to avoid a check.

8.2 Crew must refuse any request that is unlawful or unsafe, and report it in the app.

9. Recording, privacy and photos

9.1 People's consent. Do not photograph, film or record anyone, including crew and other Travellers, without their consent. This applies with special force to boat and jet crew, who are identified on Pickup by role only: never publish a crew member's name, image or details online without their consent.

9.2 Safety and evidence. You may record an incident that threatens your safety or anyone else's, or that you need as evidence for a report, a claim or the police. Use that recording only for that purpose, and share it only with Pickup, the Operator, an insurer handling a claim, your advisers or the authorities.

9.3 Your own trip. Guests may take photos and video of their own party and the views. Do not capture crew, other people or the cockpit, bridge or restricted airport and port areas without consent or where rules forbid it.

9.4 Operator cameras. An Operator may use a dashcam or other camera in or on a Vehicle or Vessel only where:

(a) the Listing states it before booking, including whether it records the interior;

(b) a visible notice is displayed where it records;

(c) it records no sound, unless the Listing states that it does and a separate notice saying that sound is recorded is displayed where it records;

(d) it is used for safety, security, incident evidence and legal compliance, and for no other purpose;

(e) the Operator handles the footage as an independent data controller under the Nigeria Data Protection Act 2023, keeps it secure, deletes it after 30 days unless it is needed for a report, claim or lawful request, and never publishes or sells it, or shares it except with Pickup for an investigation, with an insurer for a claim, or with an authority under a lawful request; and

(f) the Operator gives a copy of footage relevant to a report to Pickup when asked, and preserves it while a report or claim is open.

On Aircraft, only the recording equipment that aviation law requires or allows is fitted, under the Operator's procedures. Pickup does not operate cameras in Vehicles, Vessels or Aircraft and does not record trips.

9.5 Crew and Guests' data. Crew and Operators use a Guest's details only to perform the trip. They must never photograph or record a Guest or their party without consent, copy or keep their details, or share them, as the Privacy Policy and the Operator Agreement require.

10. Children and unaccompanied minors

10.1 A person under 18 may travel only on a Booking made by an adult, with a responsible adult Traveller aboard for the whole trip. Unaccompanied minors are never carried. No Operator or crew member may agree to carry one, and crew must refuse to start a trip where a child would travel without a responsible adult.

10.2 The responsible adult supervises the child for the whole trip and makes sure the child wears a seat belt or uses the right child seat in a car, wears a correctly sized life jacket at all times on a boat, and follows the crew's instructions on an aircraft.

10.3 Tell the Operator in advance about every child on the Booking, including infants, so it can provide the right child seat or life jacket and count the child towards the certified capacity.

10.4 Everyone must act in the best interests of any child on a trip, as the Child's Rights Act 2003 and State child rights laws (in Lagos, the Child's Rights Law of Lagos State) require. Crew who believe a child is at risk of harm may refuse or end the trip, and must report it.

11. Damage, cleaning and lost property

11.1 Care. Treat the Vehicle, Vessel or Aircraft and its equipment with care.

11.2 Damage and cleaning. The Guest is responsible to the Operator for damage, and for cleaning beyond normal cleaning, caused by anyone in their party, beyond fair wear and tear. There is no fixed cleaning fee. An Operator must report damage or cleaning in the app within 72 hours of the trip ending, with time stamped evidence, and must prove the damage or condition, that it was caused on the Booking, and the amount. The Guest has at least 7 days to accept or dispute it. Nothing is collected without the Guest's agreement or a decision the Guest has had the chance to challenge. The Guest Terms and Dispute Resolution set out the full process.

11.3 Crew and Operator property. The same care applies to crew belongings and the Operator's equipment.

11.4 Lost property. Report items left behind as soon as you can, using the lost items option on the trip in the app. The report goes to the Operator.

(a) An Operator or crew member who finds an item must record it in the app, keep it safe and return it or make it available for collection. Crew must never keep, sell or open a found item beyond what is needed to identify its owner.

(b) The Operator keeps an unclaimed item safe for 30 days from the trip and uses the app to contact the Guest about it. After that, it may donate the item or dispose of it lawfully. Identity documents, passports, cash and items of significant value are never donated or disposed of: the Operator hands them to the police and records that in the app.

(c) Pickup helps arrange the return between the Guest and the Operator through the app. The owner pays the cost of return, such as a courier, unless the Operator agrees otherwise. No one may demand a payment for returning an item, other than an agreed courier cost paid through the Platform.

(d) Pickup does not take custody of lost property and is not responsible for it. Items left in airport or port areas are subject to the rules of the airport or port.

12. Emergencies

12.1 Call 112. In an emergency, call 112, Nigeria's number for police, fire and ambulance. The live trip screen in the app shows "Emergency? Call 112", which dials it, and in Lagos also offers the State's emergency line, 767. Profile > Safety > Emergency tools has a Call 112 button.

12.2 What the app does. On a live trip you can use Alert my emergency contacts, and up to 3 people you saved get your location by email, and in the app if they are on Pickup. On car and boat trips, if the trip has not moved for 15 minutes away from a planned stop, we ask "Are you OK?" in the app. If you do not answer within 5 minutes, our staff can see that, and your contacts get an email only if you turned that on. In-app safety features are secondary information tools and do not constitute an emergency response service. Pickup does not guarantee continuous, uninterrupted live monitoring, and automated prompts do not shift emergency response duties away from public authorities. In an emergency, call 112. Support in the app is not an emergency service.

12.3 Crew in an emergency. Crew follow their Operator's emergency procedures and the law, give priority to the safety of everyone aboard, contact the emergency services, and, on boats and aircraft, follow the captain's or pilot in command's commands. After any accident they make the reports the law requires: on the road, to the police and the Federal Road Safety Commission; on the water, to LASWA, NIWA or NIMASA as the waters require, and to the police; and for an aircraft, to the Nigerian Safety Investigation Bureau and the Nigeria Civil Aviation Authority. The Operator reports the accident to Pickup in the app within 24 hours.

12.4 Pickup's records. Pickup keeps the trip record of every accident reported to it and gives it to the competent authority on a lawful request. Pickup has applied for the Lagos State Service Entity Permit in the car rental (chauffeur hire) category.

12.5 Afterwards. When everyone is safe, report what happened in the app, so we can review it and keep the record.

13. Reporting and how we investigate

13.1 How to report. Use Report a problem on the Booking, message support in the app, or email support@pickupcharter.com. You can also report a Listing, a review, a reply or a message using Report. Crew can report through the crew app or their Operator, and may raise a concern about their own treatment in confidence at legal@pickupltd.com. Reports about a trip in progress that involve safety are prioritised.

13.2 Cases. Every report opens a case with a reference straight away, and a person picks it up as soon as they can. You can follow the case and add evidence in the app.

13.3 Interim measures. While we investigate, we may take a proportionate interim step to protect people, such as suspending crew access, pausing a Listing, restricting messaging, holding the payout for a Booking linked to the case, or reassigning a Booking. An interim step is not a finding against anyone.

13.4 Evidence. A person in our trust and safety team reviews the report against the evidence available, which may include: the trip record (times, crew, Vehicle, Vessel or Aircraft, location events, route), in app messages, payment records, the accounts of everyone involved, photos, video and recordings, Operator camera footage, witness statements, records from authorities, and the history of the accounts concerned. Everyone involved must preserve relevant evidence and cooperate honestly.

13.5 Both sides heard. We tell the person reported what the report is about and the evidence we rely on, and give them a fair chance to respond, before any permanent consequence. We may hold back the reporter's identity or details where that is needed to protect them, and we may delay telling the person reported where telling them would put someone at risk or prejudice an investigation by us or the authorities.

13.6 Standard and decision. We decide on the balance of probabilities: whether it is more likely than not that the conduct happened. Every decision is made by a person, not by an automated system alone. We decide as quickly as we fairly can, and conclude trust and safety investigations within 7 days unless we tell those concerned why we need longer and when we will decide, and we tell those concerned the outcome, the rule involved, the reasons and how to appeal, unless the law or someone's safety prevents it.

13.7 Appeals. Anyone affected by a decision may appeal within 30 days by replying to our decision or through support. A person who was not involved in the original decision considers the appeal and any new evidence and decides it, with reasons, within 14 days. The appeal decision is Pickup's final decision under these Standards. It does not stop you using the routes in Dispute Resolution or the dispute terms that apply to you.

13.8 False reports. Knowingly making a false or malicious report is a serious breach of these Standards. A report made in good faith that is not upheld is not a breach.

14. Law enforcement and the authorities

14.1 We cooperate with the Nigeria Police Force and other competent authorities. We disclose personal data to an authority only as the Law Enforcement Requests policy and the Privacy Policy describe. We do not disclose personal location, messages or passport details without a court order or warrant, unless there is an immediate, verifiable risk to life or a statute compels it. Every request is logged with the officer's identity and badge number, the legal instrument, the justification and the two staff who approved it.

14.2 We may refer conduct that appears to be a crime to the authorities. Where a criminal allegation is made against crew or an Operator, the person concerned is suspended immediately while the matter is investigated.

14.3 A victim or reporter may ask us for the trip record to support a complaint to the police or a claim, and we provide what the law allows.

14.4 Our investigation and decision are separate from any criminal process. We may reach our own decision whether or not the police act, and an outcome in a criminal process does not bind us, or stop us, either way.

15. No retaliation

15.1 No one may retaliate against a person for reporting a concern in good faith, giving evidence, refusing an unlawful or unsafe request, leaving an honest review, or making a complaint. Retaliation includes threats, cancelling or refusing future Bookings, a private flag raised to punish a review, a retaliatory review or reply, contacting the person off the Platform, and, for Operators, penalising crew.

15.2 Retaliation is treated as a serious breach in its own right.

16. Consequences

16.1 The ladder. Depending on how serious the conduct was, its effect on others, whether it was deliberate, and the person's history, we may apply one or more of these steps:

16.2 Starting point by seriousness.

(a) Lower level (for example lateness, poor presentation, a first discourteous remark): usually a warning first.

(b) Serious (for example abuse, harassment, discrimination, unsafe driving or navigation, a safety instruction ignored, intoxication, off platform payment, unrecorded crew substitution): restriction or suspension, and removal for repeated or aggravated conduct.

(c) Critical (for example violence, sexual assault or non consensual touching, carrying a weapon, crew impaired on duty, trafficking, carrying an unaccompanied minor, or any serious crime): immediate suspension and, if upheld, removal, with no warning step.

16.3 Operators answer for their crew. On the Platform, a breach by crew is treated as a breach by the Operator. An Operator that knew or should have known of a risk, or did not act on it, may itself face any step on the ladder.

16.4 Trips refused or ended. Crew may refuse to start, or end as soon as it is safe, a trip where a Traveller's conduct makes it unsafe or unlawful to continue, or seriously breaches these Standards, and must report it in the app immediately. A Guest may decline to travel, or end a trip, where the crew or Vehicle, Vessel or Aircraft does not match the app, or where they feel unsafe, and reports it in the app. Refunds follow the Cancellation and Refund Policy, depending on who was responsible. After a Guest's breach, the Guest's own cancellation option applies. Where a prohibited item is the reason, only the road levy comes back. Both open a case that holds the Operator's money until we check. If what arrives does not match the app and the Guest refuses it at pickup, from 1 hour before the start to 1 hour after it, the Guest gets a full refund and we open a case.

16.5 Other consequences. A breach may also lead to the loss of referral or promotional credit gained through it, removal of a review or Listing, recovery of loss caused, and referral to the authorities. The Account Suspension and Removal policy explains how account steps work.

17. Fairness

17.1 Our commitments. We apply these Standards consistently and proportionately to Guests, Operators and crew alike. We use the least restrictive step that is reasonably sufficient.

17.2 Notice and reasons. When we restrict, suspend or remove anyone, we tell them, by email to their Account address or in the app, what we did, the rule involved, the facts we relied on and how to appeal, unless the law, someone's safety or an investigation prevents it. If we delay, we tell them as soon as the reason ends.

17.3 Operators. For Operators, we also:

(a) give a statement of reasons before or at the time a restriction or suspension takes effect;

(b) give at least 30 days' notice (or any longer period the law of the Operator's country requires) before ending an Operator's use of the Platform for a reason other than those that allow immediate action under the Operator Agreement (such as a safety risk, serious breach, fraud, a lost licence or insurance, or a legal or regulatory requirement);

(c) let the Operator see the evidence we rely on and respond, and offer an internal complaint route with the timelines in Dispute Resolution;

(d) explain, in the Operator Agreement and the Charter Elite Standards, the main factors that affect search ranking and status, which no Operator can pay to change; and

(e) keep paying amounts due for trips the Operator delivered, subject to the Payments Terms. An open case holds the whole payout for that Booking until it is decided.

17.4 Crew. Crew are engaged by Operators, never by Pickup, and one crew account may be linked to several Operators. Operators control hiring, pay, shifts and whether to accept trips. Expired licences or insurance suspend access automatically. Removal ends a crew member's access to the Platform for every Operator it is linked to. It is a decision about use of the Platform only, not about their employment or engagement, which is a matter for each Operator. Nothing in these Standards affects the jurisdiction of the National Industrial Court over employment matters between crew and their Operator.

17.5 Records. We keep a record of each case and decision, with reasons, for the periods in the Privacy Policy.

18. Changes, law and contact

18.1 Changes. We may update these Standards. We give at least 30 days' notice of a material change by email to the Account address or in the app, to Operators under the Operator Agreement and to Guests and crew, unless a change is needed sooner for safety or by law, when it takes effect at once. Continuing to use the Platform after the change takes effect means you accept it; you may close your Account instead. The version in force when the conduct took place applies to it.

18.2 Governing law. These Standards are governed by the laws of the Federal Republic of Nigeria. Disputes are resolved as the dispute terms that apply to you provide: for Guests, Complaints and disputes in the Guest Terms; for Operators, Disputes and governing law in the Operator Agreement; for crew, Disputes and governing law in the Crew Terms.

18.3 Contact. Report a concern in the app, or email support@pickupcharter.com. Legal notices: by email to legal@pickupltd.com, effective on receipt. In an emergency, call 112.