Guest Terms & Conditions

Version 3.0. Effective 2 November 2026.

In short

This plain language summary is for convenience only and does not form part of the binding terms. The numbered clauses below govern, and if this summary and a clause differ, the clause applies.

• Pickup is a booking platform, not a carrier. Independent licensed operators provide every trip, with their own crew, price and rules, and you never drive. Your contract for the trip is with the operator. Pickup collects your payment as the operator's limited payment collection agent, through Flutterwave, and pays the operator after the trip (clauses 3, 9.4 and 13).
• The price you see is the price you pay, in naira, with no surge. It includes the trip price, Pickup's service fee, VAT on that fee and any road levy. One card payment can be up to ₦5,000,000; above that, you pay by bank transfer. A jet booked 5 or more days ahead takes a 20% deposit, then the balance within 48 hours. A jet booked closer in is charged in full at checkout (clauses 13 and 14).
• Pay first, verify after. Your ID check is due 24 hours before a car or boat trip (before the start if you book later than that), and by the manifest cutoff for a jet. If it is not done in time, the booking counts as you cancelling (clause 7.3B).
• Cancelling. Before the listing's notice window: everything back, less the actual card or bank cost the provider charged. Inside it, before the start: half back, less those costs, plus any road levy in full. After the start, or a no show: nothing but the levy on a trip that did not take place. If you have paid only a jet deposit and cancel, or miss the balance deadline, inside the window, you lose the whole deposit. If the operator or Pickup cancels for a reason that is not your fault, or the car, boat, aircraft or crew does not match the app and you refuse it at pickup, you get everything back. If you broke the rules, your own cancellation option applies. If you brought a prohibited item, only the levy comes back (clauses 10.4, 12, 13.5A and 15).
• Safety and insurance. The crew have the final say on safety. Boat trips run in daylight only. Operators hold their own commercial insurance, and Pickup does not sell it. Claims for injury, loss or damage go first to the operator and its insurer. In-app safety features are secondary information tools and not an emergency service: in an emergency, call 112 (clauses 16, 17 and 25.4).
• You answer for your booking. If you book for others, you answer for them. An operator must prove damage with evidence, you can dispute it, and Pickup collects at most ₦500,000 for damage on any one booking (clauses 9.7 and 22).
• Our liability is limited. Except as below, it is capped at the greater of the service fees you paid Pickup in the 12 months before the claim, or ₦100,000, and we are not liable for loss of profit, missed connections, or indirect or consequential loss. These limits do not apply to death, personal injury, gross negligence, fraud, refunds we owe, or anything the Federal Competition and Consumer Protection Act 2018 does not allow us to exclude (clause 26).
• Disputes with Pickup go to Pickup support, then mediation at the Lagos Multi-Door Courthouse, then final arbitration at the Lagos Court of Arbitration, one claim at a time, with no class or group claims. You can opt out of arbitration by emailing legal@pickupltd.com within 30 days of first accepting these Terms. Guests in the UK and EU keep their right to claim in their home courts and their mandatory consumer rights. Everyone can use a small claims court or complain to the Federal Competition and Consumer Protection Commission (FCCPC) (clause 30).

1. Welcome to Pickup

1.1 Who we are. Pickup Charter is a trading name of Pickup Technology Limited, a private company limited by shares incorporated in Nigeria under the Companies and Allied Matters Act 2020, registration number RC 9548096, registered office Lekki Phase 1, Lagos State, Nigeria ("Pickup", "we", "us", "our"). Pickup Technology Limited is the party you contract with under these Terms and the Operator's limited payment collection agent under clause 13.6. It is the only Pickup company. Pickup Technology Limited is also written PICKUP TECHNOLOGY LTD.

1.2 What these terms are. These Guest Terms ("Terms") are a legally binding agreement between you and Pickup. They govern your access to and use of the Pickup website at pickupcharter.com, the Pickup mobile applications and every related service we provide (together, the "Platform") as a guest. They sit under the Terms of Use, which apply to everyone who uses the Platform and which you also accept when you accept these Terms. If these Terms and the Terms of Use conflict on Accounts, Bookings, payments or trips, these Terms prevail.

1.3 Acceptance. You accept these Terms only by an affirmative act: ticking an unticked box that states that you agree, with links to these Terms and to the documents in clause 1.6 shown beside it. At sign up the required box reads: "I am 18 or over and I agree to the Terms of Service, the Privacy Policy and the Dispute Resolution terms." A second required box reads: "I have read the Privacy Policy and understand how Pickup uses my personal data." A third box, for offers and news, is optional. In that wording, and anywhere in the app, "Terms of Service" means these Terms, and "Dispute Resolution terms" means clause 30 of these Terms and the Dispute Resolution policy. Browsing the Platform is not acceptance of these Terms. You cannot open an Account without accepting them. You accept a new version on the "We've updated our terms" screen when you next open the app (clause 29.1).

1.3A Acceptance at checkout. Above the Pay button, checkout shows: "By paying, you agree to the operator's cancellation policy and the Guest Terms. If you cancel, card processing costs are not refunded. Your ID check is required before the trip. If it isn't done in time, it counts as you cancelling." On a bank transfer it says bank processing costs, and on a jet deposit paid by card and transfer it says card and bank processing costs. For a jet Booking it adds: "Passenger details are due by" and the cutoff time for the Passenger Manifest. A jet deposit also needs the required, unticked box in clause 13.5A. Paying is your acceptance of those terms for that Booking. A visitor who browses without an Account is bound by the Terms of Use and the Acceptable Use Policy.

1.4 Record of acceptance. Each acceptance at sign up or on the updated terms screen is recorded electronically with your user ID, the document and its version number, the date and time, the app version, your IP address and the device used. Your payment, and the time you ticked any jet deposit box or boat or jet safety confirmation, are recorded on the Booking. We keep any arbitration opt out you send under clause 30.4. You agree that these records, and the other electronic records described in clause 29.14, may be relied on as evidence of your acceptance, and that you will not challenge these Terms only because they were concluded electronically. Under sections 84 and 93 of the Evidence Act 2011, an electronic record, and an electronic signature such as ticking a box, typing your name or pressing a button linked to your account, is admissible and may be relied on as proof of agreement. If you do not agree, do not use the Platform.

1.5 Acting for a business. If you accept these Terms for a company or other organisation, you confirm you have authority to bind it, and "you" includes that organisation. A Company Account is also governed by the Corporate Terms.

1.6 Documents that form part of these Terms. The following documents, as published on the Platform and amended under clause 29, form part of these Terms:

• Cancellation and Refund Policy
• Payments Terms
• Acceptable Use Policy
• Community Standards
• Reviews & Ratings Policy
• Off Platform Booking Policy
• Referral Terms, if you take part in the referral programme
• Promotional Credit Terms, if you use a promo code or wallet credit
• Major Disruptive Events Policy
• Assumption of Risk
• Nondiscrimination Policy
• Zero Tolerance Policy on drugs and alcohol
• Weapons and Prohibited Items Policy
• Content Policy
• Tips Policy
• Service Animal Policy
• Third Party Services Terms
• Account Suspension and Removal
• Dispute Resolution

The Privacy Policy and Cookie Policy explain how we handle personal data. Insurance Information, Regulatory Information and the Accessibility Statement are for information. If there is a conflict, these Terms prevail, except that the Privacy Policy prevails on personal data, the Payments Terms prevail on how a payment is processed, and a more specific rule in the Cancellation and Refund Policy prevails on the refund for a particular situation, provided it is not less favourable to you than these Terms.

1.7 Clauses to read carefully. Clauses 3 (our role), 7.3B (verification not completed in time), 7.5 (what verification means), 9.4 (your contract is with the Operator), 9.7 (booking for others), 12 (cancellations), 13.4 to 13.6 (how your payment is collected and paid), 13.5A (jet payments, deadlines and the deposit), 15 (refunds and processing costs), 16 (insurance and the order of claims), 17.2A (safety features and emergencies), 22 (damage), 23 (your content), 25 (disclaimers and inherent risk), 26 (liability, the cap and release), 27 (indemnity), 28 (suspension and closure), 29.1 (changes) and 30 (disputes, arbitration, no class claims and your right to opt out) affect your legal rights. We draw them to your attention now, and the checkout screen links to these Terms before you pay.

1.8 Language. Pickup is available in English. These Terms are in English. Any translation is for convenience only, and the English version prevails.

1.9 Versions. Each version of these Terms carries a version number and date. Earlier versions are kept, and we will send you the version that applied to any Booking on request. The version number and date appear at the top of this page. The version in force when a Booking is confirmed governs that Booking.

1.10 Where these Terms apply. These Terms are written for Bookings of Charter Services in Nigeria. Where Pickup offers Charter Services in another country, any additional terms that country's law requires are shown before you book there and form part of these Terms for those Bookings. They prevail over these Terms for those Bookings where they differ.

2. Words we use

2.1 Definitions. In these Terms:

2.2 Interpretation. Headings are for convenience only. "Including" means "including without limitation". A reference to a law includes it as amended or re enacted. "Writing" includes email and in app messages. The singular includes the plural. These Terms will not be read against us only because we drafted them.

3. Purpose and Scope

3.1 What Pickup does. Pickup operates a technology marketplace where you can discover, book and pay for chauffeur driven cars, crewed boats and yachts, and private jet charter supplied by independent licensed Operators. The services we provide, and for which the Service Fee is charged, are: operating the Platform; Verification; booking administration; arranging payment through a licensed payment provider; in app messaging; customer support; complaints and dispute resolution; and keeping the trip record.

3.2 What Pickup is not. Every other clause in these Terms is to be read consistently with this one.

• Pickup is not a carrier. We do not provide, perform or hold ourselves out as providing transport. We are not a transport operator, taxi operator, airline, air charterer, shipowner, travel agent or tour operator, and we do not sell seats. For car trips in Lagos: Pickup has applied for the Lagos State Service Entity Permit in the car rental (chauffeur hire) category. Pickup is not a ride hailing or e hailing service. Each car Operator must hold its own commercial transport and vehicle licences. Our licensing position is set out in Regulatory Information. The 2023 Lagos Regulation provides that a Service Entity does not control, direct or manage vehicles or drivers unless it expressly agrees to by written contract. Pickup makes no such agreement.
• Pickup owns and operates nothing. We do not own, lease, operate, crew, fuel, pilot or navigate any Vehicle, Vessel or Aircraft.
• Operators set their own terms. Each Operator sets its own price, its own rules for the trip (such as minimum hours, routes and what is allowed on board) and its own crew.
• Pickup employs no crew. Operators are independent businesses. They control hiring, pay, shifts and whether to accept trips. Chauffeurs, captains, crew and pilots are engaged and paid by Operators, never by Pickup, and one crew member may work for several Operators. No Operator or crew member is our employee, worker or agent, and we do not direct how they work.
• Pickup is not a party to the Charter Contract. The Charter Contract is between you and the Operator.
• Pickup is not your agent. We act as the Operator's limited agent only to conclude the Charter Contract on these Terms and to collect payment (clause 13.6). We are not your agent for any purpose.
• Pickup is not an insurer. We do not provide, sell or arrange insurance. See clause 16.
• Pickup is not a bank or payment institution. Flutterwave, a licensed payment provider, processes payments for Bookings. Pickup collects them as the Operator's limited payment collection agent (clause 13.6). The money stays in Pickup's balance with Flutterwave until it is paid to the Operator by transfer or refunded. Pickup is not a bank, deposit taker, e money issuer or escrow agent.
• Pickup does not endorse Operators. A Listing, verified badge, ranking position, Charter Elite status or review is not a recommendation, endorsement or guarantee of any Operator, Assigned Crew, Vehicle, Vessel or Aircraft. The only assurance we give about them is the Verification described in clause 7, with the limits in clause 7.5.
• Pickup is not a security provider. We do not provide guarding, escort or protection services. No armed escorts are arranged through Pickup, and we never offer police escorts (clauses 20.4 and 20.5).

3.3 You never drive. Every Booking comes with crew provided by the Operator. You may not drive, skipper or pilot any Vehicle, Vessel or Aircraft booked through the Platform, and no Listing offers that.

3.4 Where Pickup operates. Charter Services are available in the places the app shows. A Listing shows where its Charter Service is available, including its area of operation, routes and any limits on travel outside Lagos State. Guests of any nationality may book.

3.5 Platform availability. We use reasonable efforts to keep the Platform available but do not promise it will be uninterrupted. We may suspend it for maintenance, security or legal reasons. A confirmed Booking is not cancelled because the Platform is unavailable. If we withdraw the Platform permanently, we give at least 60 days' notice and every confirmed Booking is performed or refunded in full.

3.6 One account, two roles. If you also list as an Operator, or act for one, you may switch between guest mode and operator mode on the same login. Each mode is governed by its own terms: these Terms when you book, and the Operator Agreement when you act for an Operator. You may not book your own Listing or use one mode to gain an advantage in the other.

3.7 The help chat. The help chat in the app is an automated AI assistant, and it says so. It asks for your separate consent before your first message, and a person joins through "Talk to a person". Its answers are generated automatically and may be incomplete or wrong. They are information only, not advice and not a decision on your Booking. A person in our team decides every complaint, refund dispute and trust and safety matter. If an answer from the assistant conflicts with these Terms, these Terms apply. Its provider is named in Sub-processors.

4. Eligibility

4.1 Age and capacity. To hold an Account or make a Booking you must be at least 18 years old and legally able to enter a binding contract.

4.2 Children. A person under 18 may travel as a Traveller only on a Booking made by an adult and only with a responsible adult Traveller aboard for the whole trip. Unaccompanied minors are never carried, and an Operator or crew member may not agree to carry one. The Booker remains responsible for any child on the Booking. A child may not hold an Account, make a Booking or be named as Lead Traveller. Operators may apply stricter rules for boats and aircraft, which are shown on the Listing.

4.3 Restrictions. You may not use the Platform if you are subject to any sanction or legal restriction that prohibits it, or if we have previously closed an Account of yours for breach.

4.4 Our discretion. We may decline to open an Account or accept a Booking where we reasonably believe it would breach Applicable Law, these Terms or put anyone at risk.

5. Your Pickup Account

5.1 Registration. You must register with your full legal name as it appears on your identity document, a valid email address and a valid phone number. You sign in with a one time code sent to your email address, or with Sign in with Apple or Sign in with Google. Sign in and confirmation codes are sent by email only, never by text message, WhatsApp or phone call, and Pickup staff, Operators and crew will never ask you for one.

5.2 Accuracy. Everything you tell us must be true, accurate and current. Update it promptly if it changes.

5.3 One Account per person. You may hold one personal Account. You must not open an Account in a false name or someone else's name, share your Account, use someone else's Account, or open a new Account while one of yours is suspended.

5.4 Communications. You agree to receive service messages about your Account and Bookings by push notification, in app message or email. Marketing messages are sent only with your consent under the Privacy Policy, and you can withdraw it at any time.

5.5 Records. In app messages and support conversations are recorded and form part of the Booking record. You and the Operator may rely on that record in a dispute.

5.6 Dormant Accounts. If you have not signed in for 24 months, we may close your Account after giving you at least 30 days' notice by email. Any unused credit lapses on closure under the Promotional Credit Terms. You can open a new Account later unless your Account was closed under clause 28.

6. Account Security

6.1 Your responsibility. Keep your one time sign in codes confidential, and keep the email account, and any Apple or Google account, linked to your Account secure. Pickup never asks for your code. You are responsible for activity on your Account until you tell us it has been compromised.

6.2 Tell us straight away. If you think someone has accessed your Account without permission, contact us through the app or at support@pickupcharter.com. We will lock the Account while we re verify you.

6.3 Our responsibility. We are not responsible for loss caused by unauthorised use of your Account before you tell us, unless it resulted from our failure to keep reasonable security measures.

6.4 Security measures. We may require re verification, limit features or temporarily lock an Account where we see signs of compromise or fraud.

7. Verification

7.1 Verification of Operators, crew and fleet. Before a Listing goes live, we check the Operator and the Listing against our verification standard using licensed verification providers and official records:

• Every Operator: CAC registration, Tax Identification Number, director identity (including NIN and BVN) and in force insurance. Insurance is a hard gate.
• Cars: hackney carriage permit and commercial registration (or an exemption from the Motor Vehicle Administration Agency), the Operator's own commercial transport and vehicle licences, the Lagos permit, tracking device data, inspection logs and the vehicle tag, roadworthiness certificate, and commercial motor insurance (comprehensive for luxury tiers, and a hire and reward passenger endorsement for standard cars). Every chauffeur's NIN and selfie check, FRSC driving licence and the operator's confirmation.
• Boats and yachts: the operator's own licence from LASWA in Lagos and NIWA or NIMASA as applicable, vessel registration and survey, marine insurance with passenger liability and hull cover, and a licensed boat master and crew.
• Aircraft: an NCAA Air Operator's Certificate, the aircraft listed on the operator's operations specifications, aviation insurance that complies with the Montreal Convention, and licensed crew. Aircraft permitted only for private non commercial flight are never listed.
• Security add ons: only guard companies licensed by the NSCDC, unarmed.

7.2 Continuing checks. Every expiring document is tracked. When a required licence, insurance or other document expires, access is suspended automatically for the Listing, Vehicle, Vessel, Aircraft or crew member concerned, until a valid replacement is verified.

7.3 Your Verification. Verification applies to both sides. You pay first. After you book, the identity check is done by you as Booker or, on a car or boat Booking where you named a lead guest who is on Pickup, by that person. Do it as soon as you can after booking: it must be done by the Verification Deadline. The app shows the deadline and sends reminders 48, 24 and 2 hours before it. Being verified once covers later trips, unless clause 7.4 says otherwise. There are two routes:

• Automated check. You upload a government issued identity document (for example a passport, driver's licence or NIN slip, or for Guests from outside Nigeria a passport or national identity card) and take a live selfie. Dojah, our identity verification provider, compares them. That face matching is biometric, so it starts only if you tick a separate, unticked consent.
• Manual review. If you do not consent, or the automated check does not work for you, you can send two photos for review instead: one of your ID, and one of you holding your ID. Trained staff look at them. No face matching software runs on them and no face template is made. Choosing this route does not disadvantage your Booking. Most manual reviews finish within 24 hours and some take up to 3 working days. Bookings with a trip starting within 72 hours are reviewed first.

ID files are open only to Trust and Safety and Compliance staff, and every opening is logged. The Operator and crew are entitled to know who they are carrying, just as you are. We also verify identity to meet our obligations under the Money Laundering (Prevention and Prohibition) Act 2022 and the Payment Provider's rules. Your payment stays in Pickup's balance with Flutterwave while you are verified, and any refund goes only to the account or card it came from. Extra checks apply to high value Bookings (clause 13.5).

7.3A Jet Passenger Manifest. After you pay for a jet Booking, you must submit the Passenger Manifest in the app. Only the Booker can submit it, and the app can share a message asking your passengers to send you their details. Each Traveller needs a full name and date of birth as on their ID, and an ID number. Domestic flights take a NIN, passport or driver's licence. International flights need a passport, the Traveller's nationality, and a passport valid for at least 6 months after the flight: the app refuses a passport that expires within 183 days of departure. The cutoff is 24 hours before departure for international flights and 6 hours before departure for domestic flights. For a flight booked after its cutoff, you have 2 hours from booking, and never past wheels up. The Operator reviews and approves the manifest. Physical document checks happen at the terminal. A Traveller who is not on the approved manifest cannot board. The flight goes ahead and there is no refund for that seat, because a charter is priced for the aircraft, not per seat.

7.3B Not verified in time. If, at the Verification Deadline, no identity check has been approved or submitted, or a jet Passenger Manifest has not been submitted, the Booking counts as cancelled by you at that time. Checkout warns you of this before you pay. The refund is the one your Booking's cancellation option gives for a cancellation at that time (clause 12.2), with no extra charge. If you booked after the usual deadline and miss yours, it counts as cancelling just before the start, inside the notice window. If your check was submitted before the deadline and is still in review when the deadline passes, you are not treated as cancelling, and the trip can start while we finish the review. If the check is then refused before the trip starts, the Booking counts as cancelled by you at the deadline. A request the Operator has not accepted when the deadline passes is refunded in full, including Processing Costs.

7.4 Outcome. Your verified status stays on your Account unless your details change, your document expires, or we have reasonable grounds to think it is no longer accurate. A failed or inconclusive check is reviewed by a person, and you can provide more information. We may decline to verify you and may withhold reasons where giving them would prejudice the prevention or detection of crime.

7.5 What Verification means. Verification is a document and identity check carried out at a point in time. It means that, when checked, the documents presented were genuine on their face, matched the issuing record where one was available to us and met our standard, and that identity documents matched their holders. Between checks, we track expiry dates (clause 7.2) but we do not continuously inspect Vehicles, Vessels or Aircraft or supervise crew. We rely on official records and licensed verification providers, and we are not responsible for errors in those records unless we were negligent in using them.

Verification is not a warranty or guarantee that any Operator will perform, that any Assigned Crew is competent beyond holding the licences checked, that any Vehicle, Vessel or Aircraft is safe or fit for purpose after the check, or that any trip will be free of accident, delay or incident. No document check can guarantee those things and we do not claim it does. A "verified" badge means only that the relevant checks have been passed.

7.6 Your data. Identity documents and facial images are used only for verification and preventing fraud and financial crime, and are handled under the Privacy Policy, the Biometric Data Notice and the Nigeria Data Protection Act 2023. Face matching is biometric processing, done only with your explicit consent. You can withdraw that consent at Profile > Security > Identity check, through Profile > Help, or by emailing privacy@pickupltd.com, and use the manual review instead. Selfies and face templates are deleted 30 days after the identity decision, or 7 days after you withdraw consent. ID document records and anti money laundering records are kept for 5 years. Jet passport and manifest records are kept for as long as NCAA rules require. None of these is shared with Operators or crew, except that the Operator of a jet Booking receives the Passenger Manifest. The Operator receives your name and verified status, and the contact details in clause 10.3A.

8. Using Pickup

8.1 Licence to use. We grant you a personal, non exclusive, non transferable, revocable licence to use the Platform to discover, book and manage Charter Services under these Terms. Nothing else is licensed.

8.2 Listings are the Operator's. Each Listing is created by its Operator, who is responsible for its accuracy and lawfulness, including the description, photographs, price, availability and Extras.

8.3 Elements we control. Verification status, certified capacity and reviews are drawn from our records and cannot be changed by the Operator. The Operator chooses the cancellation options on its Listing. A change to them applies only to later Bookings (clause 12.2).

8.4 Search and ranking. Search shows only verified, currently compliant Listings that fit your search (location, date, duration, service type and number of Travellers) and any filters you choose. You can sort by price or rating. The recommended order uses a Listing's rating, its Charter Elite status and, in some searches, its number of completed trips. Ranking is not sold and there is no paid placement. Paid placement can be introduced only by a change to these Terms under clause 29.1, and would always be labelled.

8.5 Estimates. Distances, durations and arrival times from mapping data are estimates. They do not form part of the Charter Contract.

8.6 Acceptable use. You must use the Platform in line with the Acceptable Use Policy.

8.7 Report a Listing. If a Listing looks inaccurate, unsafe, unlawful or not what it claims to be, use "Report this listing" in the app. We review every report. A report does not oblige us to remove a Listing, and making false reports is a breach of these Terms.

8.8 Third party services. The Platform uses services supplied by others, including mapping and location services, Flutterwave, our identity verification provider and app stores. Their own terms apply to your use of them, and the Third Party Services Terms set out what that means, including the terms Apple and Google require for our apps. We are not responsible for a third party service we do not control, but this does not limit our own obligations under these Terms.

9. Bookings

9.1 How to book.

1. Choose a Listing, date, start time, duration and, where relevant, pickup point, route or area of operation, and any Extras.
2. The Platform shows the Total Price, itemised as trip price, any Extras and discount, Service Fee, VAT on the Service Fee, any road levy and any other government charge, with the cancellation option for your trip and any conditions specific to the Vessel or Aircraft.
3. You confirm the request and pay the amount due at checkout.
4. The Operator accepts or declines. If it declines or does not respond within the acceptance period (12 hours from your request, or 2 hours before the scheduled start if that is sooner; the deadline is shown in the app), the request lapses and you are refunded in full, including Processing Costs.
5. On acceptance, a Booking Confirmation is issued. The Operator then assigns verified crew in good time before the trip, and the app shows them when it does. For cars, you see your chauffeur's name and photo; for boats and jets, crew are shown by role (clause 10.2).

9.1A Instant Bookings. Some Listings are set to confirm instantly. On an Instant Booking, the Operator has accepted in advance, and the Booking Confirmation is issued as soon as your payment succeeds. The Operator must assign crew in good time before the trip. If it cannot perform an Instant Booking, that is an Operator cancellation under clause 12.3.

9.2 Information you give. Depending on the service, you may need to give pickup and drop off points, date and time, number of Travellers, luggage, flight details, special requests and passenger details. It must be accurate. You bear the consequences of inaccurate details you provide.

9.3 Nature of a Booking. Every Booking is pre arranged for a defined period or service. The Platform does not offer street hails or on demand point to point hailing. Unless a Listing says otherwise, the Booking Value is based on the period booked, not distance.

9.4 The Charter Contract. When a Booking Confirmation is issued, a Charter Contract is formed directly between you and the Operator. Its terms are: the Booking details as confirmed; the Booking Value; the cancellation option fixed when you booked; your conduct obligations under these Terms; the Operator's service and conduct obligations under the Operator Agreement, which the Operator owes for your benefit; and any conditions of carriage that lawfully apply. Pickup concludes the Charter Contract as the Operator's agent for that purpose only. Pickup is not a party to it and does not guarantee its performance. Nothing in these Terms limits your rights against the Operator, and the Operator cannot rely on these Terms to reduce your rights under Applicable Law.

9.5 Certified capacity. Every Vehicle, Vessel and Aircraft has a certified passenger capacity recorded from its own certificate. On boats and jets, everyone counts towards it, including children and infants, and the Platform will not accept a Booking above it. You must not ask for, and the Operator must not allow, more people than that capacity.

9.6 Trip start. No code is used. A car or boat trip starts automatically at the booked start time, and a jet trip starts at wheels up. Reporting a problem does not stop the start.

• Before you travel, check that the Assigned Crew and the Vehicle, Vessel or Aircraft match the details in your app (clause 10.4).
• The start time is recorded on the trip record and used for extensions, delay and payment.
• If the chauffeur, crew, Vehicle, Vessel or Aircraft does not match the app, do not travel, and refuse it in the app under clause 10.4. For any other problem at the start, report it in the app straight away.

9.7 Booking for others. You may book for someone else, add guests to your Booking, or share a Booking with other Travellers. If you do:

• you confirm you have their authority to book for them and to share their name, phone number and any other details you enter with Pickup and the Operator, and that you have told them about the Privacy Policy;
• you must pass on to them the conduct and safety rules in clauses 17 to 21 before the trip;
• you must share the Assumption of Risk statement with every Traveller on a boat or jet Booking;
• you remain responsible to Pickup and the Operator for the Total Price, for any change or extension you or your Lead Traveller approve, and for damage and cleaning charges under clause 22 caused by any Traveller on the Booking;
• each adult Traveller is also responsible for their own conduct, jointly with you; and
• if you will not travel, you must name an adult Lead Traveller in the app, who receives the trip details and may approve changes during the trip on your behalf.

Every Traveller travels subject to the Charter Contract and must follow clauses 18 and 21.

9.8 No binding Booking without confirmation. A request is not a Booking until a Booking Confirmation is issued.

10. Operator Services

10.1 The Operator is responsible for the trip. The Operator supplies the Vehicle, Vessel or Aircraft and the Assigned Crew, holds the licences and insurance required for its service, and is responsible for performing the Charter Service safely, lawfully and as described.

10.2 Knowing who is coming. Before a car trip, the app shows your assigned chauffeur's name, photo and verification status. For boats and jets, crew are shown by role (your captain, flight crew, cabin host or handler), not by name. The app also shows the registration or identifier of the Vehicle, Vessel or Aircraft. Check that what arrives matches.

10.3 Crew substitution. The Operator can change the Assigned Crew, before or during the trip, and must make the change in the app. The replacement is re verified before assignment. You are told, and you do not need to do anything:

• Boats and jets: you are told by role (for example "Your captain has changed").
• Cars: you are told the new chauffeur's name and photo.

A change of crew alone does not give a right to a refund, but clause 10.4 still applies if who arrives does not match the app.

An unrecorded substitution is a serious breach by the Operator.

10.3A Phone numbers. Your phone number and your chauffeur's or crew lead's phone number are hidden from each other until 1 hour before the trip starts, visible during the trip, and hidden again 1 hour after it ends. The Operator's business can see the phone number of the Booker or lead guest from confirmation, so that it can coordinate the Booking. Outside the crew window, use in app messages, and after the trip contact Pickup support.

10.4 If it does not match. If the car, boat, aircraft or crew that arrives does not match the app, do not travel. You can refuse it in the app at pickup, from 1 hour before the booked start until 1 hour after it, and you get a full refund, including Processing Costs. A case opens so that Pickup can hear the Operator's side. Outside that time, report it under clause 30, and a person decides. We are not responsible for a trip you choose to take with an unrecorded substitute.

10.5 Operator discretion on safety. Assigned Crew may, without breaching the Charter Contract, refuse any request that would exceed certified capacity, break the law, be unsafe, involve a prohibited item, or breach a licence or certificate, and may end a trip if safety requires it. Clause 15.6 applies to any part not delivered.

10.6 Operator terms. Some Operators have additional terms, such as waiting time, luggage limits or conditions of carriage. They are shown on the Listing before you book and form part of the Charter Contract. They cannot reduce your rights under these Terms or Applicable Law.

11. Changes to your booking

11.1 Changes before the trip. A change to date, time, pickup point or number of Travellers (within certified capacity) is a request to the Operator. It takes effect only when the Operator accepts it in the app. Any change in price is shown before you confirm. If the Operator declines, your original Booking and its cancellation terms stay in place.

11.2 Extensions during the trip. You can ask to extend an active trip by the hour, subject to the Operator's availability and, for boats, the daylight window. An extension is priced at the extension rate on the Listing. The extra amount is shown to you before the request is sent, and the extension takes effect only when the Operator accepts and you authorise the payment.

11.3 Changes by the Operator. If the Operator needs to change a material detail of your Booking (such as the Vehicle, Vessel or Aircraft, or the start time), it must do so in the app and you will be notified. If the change is material and you do not accept it, you may cancel with a full refund, including Processing Costs. If the Operator offers another of its own cars, boats or aircraft at the same price, you have 2 hours to answer, or until the scheduled start if that is sooner. If you do not answer in that time, your Booking is cancelled and you get a full refund, including Processing Costs. We never move you to a car, boat or aircraft you did not accept. If you accept it, a later cancellation follows clause 12.2, and clause 10.4 still applies if what arrives does not match the app. A change of chauffeur or crew is handled under clause 10.3.

11.4 Changes stay on the Platform. No change or extension may be agreed or paid for outside the Platform.

12. Cancellations

12.1 Shown before you pay. The cancellation option that applies is shown in plain language on the Listing and at checkout, and the exact refund is shown again before you confirm a cancellation. The full rules are in the Cancellation and Refund Policy.

12.2 If you cancel. There are only two refund levels. Apart from the Processing Costs in clause 15.8, no other cancellation charge may be made by Pickup or the Operator:

The notice window is set by the cancellation option the Operator chooses: Flexible (24 hours before the scheduled start), Standard (48 hours), Firm Long term (4 days) or Strict Long term (7 days). The Operator sets one option for trips under 24 hours, and may set another for trips of 24 hours or more. The option for your trip is fixed when you book, and is shown on the Listing, at checkout and in your Booking Confirmation. A later change to the Listing does not affect it. If no option is shown, Flexible applies. The same rules apply when a Booking counts as cancelled by you, for example under clauses 7.3B and 13.5A. If you have paid only a jet deposit, clause 13.5A explains why nothing comes back inside the window.

12.3 If the Operator cancels. If the Operator cancels a confirmed Booking, you receive a full refund straight away, including Processing Costs. We then show you up to two comparable Listings from other verified Operators for the same time, at a price no higher than you paid, which you can book at checkout if you wish. If the Operator's crew do not turn up, report it (clause 17.5). A person decides, and we may move your Booking to another verified Operator at no extra cost, or refund you in full. If Pickup moves your Booking to another Operator, you are never charged more, and you can cancel before the trip for a full refund. This does not limit any claim you have against the Operator for loss its cancellation causes.

12.3A If the Operator cancels because of you. If the Operator cancels because you or a Traveller broke these Terms, the refund is the one your own cancellation option gives at that time. If it cancels because of a prohibited item, only the road levy comes back. Either way, a case opens and the Operator's money is held until Pickup has checked the reason. If Pickup finds the reason is not made out, it puts your refund right. The same refund rules apply if Pickup cancels because of your serious breach.

12.4 Suspension before your trip. If a Listing's required document expires before your trip, the Listing is paused and your Booking is cancelled automatically, with a full refund, including Processing Costs. We then show you comparable Listings as clause 12.3 describes.

12.5 Force majeure and safety. If a Force Majeure Event, weather or a regulator's directive prevents the trip and the Operator cancels, or Pickup has declared a major disruptive event that covers your trip and either of you cancels, you receive a full refund of the Total Price, including Processing Costs. If part of the trip was already delivered, the refund covers the part not delivered. Your refund never waits for any recovery from the Operator. The Major Disruptive Events Policy explains which events qualify and how cancellations are handled, and overrides the ordinary cancellation terms where it applies.

12.6 Repeated cancellation. Repeated cancellation without good reason may lead to a warning, a temporary restriction or, in serious cases, closure of your Account.

12.7 Consumer rights. Nothing in this clause limits any right you have under the Federal Competition and Consumer Protection Act 2018 that cannot be excluded.

13. Payments

13.1 Payment through the Platform only. Every payment for a Booking must be made through the Platform. Cash is not accepted. Operators and crew are prohibited from asking for or accepting payment outside the Platform, including for waiting time, fuel, tolls or tips added as a condition of service. Refuse any such request and report it. There is no tipping in the app. Crew must not ask for a tip. A Traveller may choose to give an unsolicited cash tip; it is a personal gift to the crew member, not a payment for the Booking, and it is never required. Off platform payments are at your own risk and fall outside the refund and dispute process in these Terms. See the Off Platform Booking Policy.

13.2 Methods and provider. You can pay by card or bank transfer. Flutterwave processes every payment, in naira. The methods available are shown at checkout, and Flutterwave's own terms also apply to the payment. Card details are entered directly into Flutterwave's secure payment form and stored by it as a token. Pickup never receives or stores your full card number or security code. A trip must start at least 2 hours after you book, or later if the Listing needs more notice.

13.3 Payment authorisation. When you pay for a Booking, you authorise Pickup and Flutterwave to charge the amount shown to your chosen payment method. You also authorise them to charge any change or extension you or your Lead Traveller approve in the app. No other amount is charged without your specific approval in the app. Pickup never takes a damage or cleaning amount from your payment method: you pay it in the app under clause 22.4. You confirm you are entitled to use the payment method. If the Operator declines or does not accept in time, the full amount is refunded.

13.4 Where your money goes. You pay the Total Price when you book (for jets, as clause 13.5A sets out). Flutterwave, a licensed payment provider, processes the payment. Pickup collects it as the Operator's limited payment collection agent. The money stays in Pickup's balance with Flutterwave until it is paid to the Operator by transfer or refunded to you. The Operator's payout is sent 1 hour after your trip ends. For jets, it is sent 1 hour after landing, and nothing is paid for a flight that never left. Bookings of 7 days or more are paid weekly, as the Payments Terms explain. No part of your payment goes to the Operator before the trip starts. A payout may be later than these times, but never earlier: a flagged Booking or Operator can wait up to 72 hours after the trip, and an open case holds the whole payout for that Booking until it is decided.

• If you report a problem before a payout, the case holds the whole payout for that Booking until it is decided.
• Before a payout, any refund due under the Cancellation and Refund Policy, including for an Operator cancellation or no show, is returned to you from that balance.
• After a payout, any refund due to you is paid by Pickup and recovered from the Operator. Your refund does not depend on that recovery.
• While it is in the balance, your payment is not a trust, a deposit or a wallet. Pickup pays no interest on it.
• At each payout, Pickup pays the Operator's share by transfer to the Operator's verified Nigerian business account, in naira. Pickup keeps its Service Fee and commission.

13.5 Card limit and high value Bookings. A single card payment is capped at ₦5,000,000. A car or boat Booking above the cap is paid in full by bank transfer to a virtual account created for that Booking; a card cannot pay part of it. For a Booking paid above ₦5,000,000, we run extra checks: ID, sanctions, device and, where needed, source of funds. The Booking can be confirmed while they run. If we put a check on hold or ask for source of funds, the Operator's payout waits until it is cleared.

13.5A Jet payments. The checkout screen shows which of these applies before you pay.

• Card limit. The card cap in clause 13.5 applies. Anything a card cannot pay is paid by bank transfer to the virtual account created for your Booking.
• Flights 5 or more days away. You pay a 20% deposit by card at checkout, and the balance by bank transfer within 48 hours of booking. We send you an invoice with the amount and the deadline, and the account details are in the app. Where the deposit itself is above the card limit, you pay the part above the limit by bank transfer at checkout.
• Flights less than 5 days away, within the card limit. There is no card hold. Your card is charged the full Total Price at checkout. If the Operator declines or the request lapses, you are refunded in full. The refund goes back to your original payment method within 5 Business Days of Pickup sending it, and your bank may take longer.
• Flights less than 5 days away, above the card limit. You pay the full Total Price by instant bank transfer (NIP). Your request goes to the Operator once the transfer arrives. If it is not confirmed, you are refunded in full.
• Balance not paid in time. If a balance is not received by its deadline, the Booking counts as cancelled by you at that moment, under your cancellation option (clause 12.2). The deadline is on your invoice and in the app.
• The deposit. The deposit is part of the Total Price, and it covers the Operator's aircraft positioning and lock-out costs. If you have paid only the deposit and you cancel inside the notice window, or your balance deadline passes inside it, you lose the whole deposit and nothing comes back. If you cancel, or the deadline passes, before the window starts, the deposit comes back, less Processing Costs. At checkout you must tick a required, unticked box that reads: "I explicitly acknowledge and agree that this deposit is entirely non-refundable, to cover the aircraft positioning and operational lock-out costs the operator incurs, if I cancel or don't pay the final balance within the stated notice window."
• 3D Secure. Your card issuer's 3D Secure check applies to every jet card payment. It is your bank's check; Pickup itself never sends codes by text message.

The Payments Terms give the details.

13.6 Payment to Pickup discharges your debt. Pickup collects the Booking Value as the Operator's limited payment collection agent, through Flutterwave. Receipt of your payment by Pickup, or by Flutterwave for Pickup, is receipt by the Operator. When you pay the Total Price through the Platform, your obligation to pay the Operator is fully discharged to the extent of the Booking Value, and the Operator may not ask you for that amount again. The risk of Pickup failing to account to the Operator is the Operator's, not yours. Pickup collects the Service Fee for its own account.

13.7 Currency. You pay in naira, and receipts and refunds are in naira. The app can show a price in another currency for convenience, as an estimate. If your card is in another currency, your bank converts the naira amount and may add its own charges, which Pickup does not control. Exchange rate movements after you pay neither add to nor reduce your naira refund.

13.8 Failed, reversed and disputed payments. If a payment fails or is reversed, the Booking may be cancelled and your Account restricted until it is resolved. Please raise any problem with a payment with us first (clause 30); it is usually faster than a chargeback, and it does not affect your right to ask your bank for one. If you raise a chargeback for a trip that was delivered, you authorise us to provide the trip record to the Payment Provider and card scheme. Amounts properly owed, with reasonable recovery costs, are a debt you owe.

13.8A Payment Provider problems. The Payment Provider is an independent, licensed business and is not our agent. If it fails, delays a payment or refund, freezes funds, or reverses a payment on the instruction of a card scheme, bank, regulator or court, we will tell you, work with it to resolve the matter, and where needed offer another way to pay or be refunded. A refund that these Terms say you are entitled to remains owed to you by Pickup even if the Payment Provider fails to pay it. Otherwise, we are not liable for the Payment Provider's acts or omissions, except to the extent our own negligence or breach of these Terms caused the loss.

13.8B Screening. Pickup and the Payment Provider screen payments under anti money laundering, counter terrorist financing and sanctions laws. A payment may be delayed, declined, held or reversed, and a report made to the Nigerian Financial Intelligence Unit or another competent authority, where the law requires, without notice where the law prohibits notice (clause 21.3).

13.9 Wallet credit. Referral or promotional credit is a discount funded by Pickup, not money. It has no cash value, cannot be withdrawn or transferred, applies only to the Booking Value (not the Service Fee or Taxes), may cover up to 50% of the Booking Value of any one Booking unless a code's conditions say otherwise, and expires 12 months after it is issued. Using credit does not reduce what the Operator receives. Promo codes and wallet credit are governed by the Promotional Credit Terms, and referral credit also by the Referral Terms.

13.10 Full details. See the Payments Terms.

14. Pricing

14.1 Operators set prices. Each Operator sets its own price. The price can depend on the service type, Vehicle, Vessel or Aircraft, location, date, time, duration, route, journey requirements, Extras and applicable Taxes. Pickup does not set, recommend or mark up Operator prices.

14.2 No surge. Pickup does not apply surge, dynamic or demand based pricing. An Operator may set different rates for particular dates, such as public holidays or the festive season, provided they are set in advance and shown on the Listing before you book. Such rates are not surge pricing and do not change after you book.

14.3 Service Fee. You pay Pickup a Service Fee for the services in clause 3.1. It is calculated by the Platform and already included in the Total Price shown on the Listing and in search results. It is itemised at checkout and on your receipt as an amount, with VAT on the Service Fee as its own line, and both are inside the Total Price. Card and processing fees are never added to the price you pay. If you cancel, clause 15.8 applies. We may change how the Service Fee is calculated for future Bookings, but the Service Fee included in the price you book at is the one you pay for that Booking and it never changes after you book. The Service Fee is refunded with the Total Price where clause 12 or the Cancellation and Refund Policy says so.

14.4 Taxes and levies. Taxes, statutory levies and any other mandatory charge are included in the Total Price shown on the Listing and in search results, and are itemised at checkout and on your receipt. This includes the Lagos State road levy, collected on car trips only and shown as its own line as an amount, with no VAT on it. The levy is the Operator's charge under the 2023 Lagos Regulation, and Pickup collects and remits it as the Operator's agent. It is refunded to you in full if the trip does not take place, and is remitted only for trips that take place. Until it is remitted, it is held as a pass through amount and is not Pickup's revenue. For flights, any statutory charge on the charter price is included in the price, and the Air Operator's Certificate holder accounts for it to the NCAA. Any other government charge that applies is shown as its own line before you pay. Pickup charges VAT on its own Service Fee as the Nigeria Tax Act 2025 requires, and issues electronic receipts and invoices as the law requires. Where the Nigeria Revenue Service (NRS) designates Pickup as a collection agent, Pickup will collect and remit as directed. A levy is never added afterwards. Each Operator is responsible for its own taxes on the Booking Value. You are responsible for any tax that applies to you personally. If you believe a tax or levy was collected from you in error, tell us and we will review it. If the error was our own miscalculation, we put it right and refund you. Otherwise, where the amount has already been paid to a tax authority, your remedy for its return lies against that authority, and we will give you the records you need to claim it.

14.5 The price shown is the price charged. The amount charged at checkout is never higher than the Total Price shown on the Listing for the same trip details (date, time, duration, Travellers and the Extras you choose). Optional Extras are never preselected; you add them yourself. No charge is added after confirmation except a change or extension you accept in the app (clause 11), or an amount you expressly agree in the app afterwards, such as agreed damage (clause 22.4).

14.6 Errors. If a Listing shows an obvious pricing error, the Operator may decline the request before acceptance. Once a Booking is confirmed, the confirmed price stands.

15. Refunds

15.1 Rules. Refunds follow clause 12 and the Cancellation and Refund Policy.

15.2 Method. Refunds go back to the original payment method: to the card you paid with, or for a bank transfer to the account it came from. If that is no longer possible (for example, the card has expired or the account is closed), we refund to another account in your name after checking it is yours. Any wallet or promotional credit you used is returned to your wallet under the Promotional Credit Terms.

15.3 Timing. We send a refund promptly and in any event within 5 Business Days of your entitlement arising. It goes back to your original payment method within 5 Business Days of Pickup sending it, and your bank may take longer. We will give you the refund reference on request.

15.4 Mismatch and Operator failure. You receive a full refund, including Processing Costs, where clause 10.4 (mismatch refused at pickup), 11.3 (material change you do not accept, or a replacement you do not answer in time), 12.3 (Operator cancellation) or 12.4 (suspension) applies.

15.5 Your refund does not depend on the Operator. If you are entitled to a refund under these Terms, we will pay it whether or not we have recovered the money from the Operator.

15.6 Partial delivery. If a Booking stops after it has started through no fault of yours, you are refunded for the part not delivered (for a multi day or multi segment Booking, the days or segments not delivered), and for any Extra not supplied. If the crew end a trip because of a Traveller's serious breach of clause 21, nothing is refunded for the part not delivered.

15.7 Set off. We may deduct from a refund any credit wrongly obtained, or any amount you owe under these Terms, and will tell you the amount.

15.8 Processing costs when you cancel. If you cancel, or a Booking counts as cancelled by you, your refund does not include the Processing Costs. Pickup keeps only the actual card and bank cost the Payment Provider charged, and the amount is shown on the refund. It is never a flat or estimated amount, and Operators get no share of it. If the Operator or Pickup cancels for a reason that is not your fault, or clause 15.4 applies, your refund is in full, including those costs. Checkout tells you this before you pay (clause 1.3A).

16. Insurance

16.1 Pickup does not provide insurance. Pickup Charter is a booking platform. We are not an insurer, and we do not provide, sell or arrange insurance of any kind. No insurance is included in the Total Price or the Service Fee.

16.2 The Operator holds the insurance. Transport is provided by independent licensed Operators. Every Operator must hold its own commercial cover as a condition of listing (clause 7.1), and must keep it in force for every Booking. The minimums are comprehensive cover for luxury tiers, a hire and reward passenger endorsement for standard cars, passenger liability and hull cover for boats, and Montreal Convention compliance for jets. Pickup checks the documents. It does not sell insurance, name any insurer or state any limit of cover. A Listing whose insurance lapses is suspended (clause 7.2).

16.3 Ask before you travel. You may ask the Operator, through in app messaging, for details of its policy before the trip, including the insurer and what the policy covers for passengers. You can then decide whether to arrange your own travel or personal accident insurance.

16.4 Claims, and the order in which they are made. A claim for damage, loss or injury arising from a trip is made first against the Operator and its insurer, not against Pickup. You agree to pursue that route, with our help under clause 26.6, before bringing any claim against Pickup for the same loss. This does not apply to a claim that Pickup itself caused the loss, and it does not affect clause 26.1. On request, we will give you the Operator's business name and registration details, together with the booking and trip records we hold. After an injury or severe property damage, we give the claimant the Operator's insurance certificate details. We never share an Operator's identity documents or verification records. See Insurance Information and Dispute Resolution.

17. During your journey

17.1 Be ready. Be at the pickup point at the booked time. Any waiting time or grace period the Operator offers is stated on the Listing, and clause 17.5 sets when the crew may record a no show. Any waiting charge is part of the Booking Value and payable only through the Platform.

17.2 Tracking and sharing. Live location is shared from 1 hour before your trip starts, never earlier, and stops 1 hour after it ends. An active trip shows a live status in the app, and on supported devices in your notifications and lock screen. You can share a live trip link with anyone you choose. Anyone with the link can follow the trip until 1 hour after it ends, so share it only with people you trust.

17.2A Emergencies, check ins and emergency contacts. In an emergency, call 112. The live trip and Safety screens show "Emergency? Call 112", which dials Nigeria's police, fire and ambulance number. The live trip safety sheet also offers 767, the Lagos State emergency line. You can save up to 3 emergency contacts in Safety, and alert them with your live location from the safety sheet. If a live car or boat trip stops for 15 minutes away from a planned stop, the app asks "Are you OK?" These check ins are on unless you turn them off. If you do not answer within 5 minutes, it is logged for Pickup's safety team, and your contacts are emailed if you turned that on. "Get help" opens a safety report the team handles first. 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.

17.3 Communication. Keep communication with the Operator and Assigned Crew in the app, where it is recorded.

17.3A Cameras. An Operator may use cameras inside a Vehicle or Vessel only if the Listing says so and a visible notice is shown on board. Audio is never recorded without a separate notice. Footage is kept for 30 days unless it is needed for a case, claim or investigation, is never published, and is handled by the Operator as controller under the Nigeria Data Protection Act 2023.

17.4 Support. Support is available through in app messaging and the Help Centre. Urgent safety issues during an Active Trip are prioritised.

17.5 No show. If no Traveller is at the pickup point, the crew may record a no show and leave only after they have marked their arrival in the app and 60 minutes have passed since the booked start. A no show is treated as a cancellation at the scheduled start, with no refund, except the road levy in full on a car trip. If the crew went to the wrong place, it is treated as the Operator's failure (clause 12.3). If your chauffeur or crew does not arrive, report it in the app as a no show within 24 hours of the booked start. We deal with it under clause 12.3.

17.5A Cars.

• Every car trip is chauffeur driven by the chauffeur shown in your app. No Traveller may drive.
• Every Traveller must wear a seatbelt, and children must use a child seat or restraint where the National Road Traffic Regulations require it.
• The chauffeur must follow the road traffic laws, and the legal limits on driving time and rest. Long days are planned with breaks, and the chauffeur may stop for a rest when the law or safety requires it. A rest stop the law requires is not a breach of the Charter Contract.
• The chauffeur may refuse a route, stop or speed that is unlawful or unsafe, and may refuse to travel beyond the area of operation on the Listing. Checkout does not accept a pickup point outside the area the Listing serves.
• If the car breaks down or is in an accident, the Operator must arrange a replacement car or a safe onward journey as soon as reasonably possible. If the Operator cancels the trip because of the breakdown, you get a full refund.

17.6 Boats and yachts.

• Boat trips run in daylight only: departure after sunrise and return before sunset. This is Pickup's rule for every boat Booking, and Operators cannot switch it off. The Operator must also follow any restriction on night movement set by LASWA, NIWA or NIMASA. Your Booking must start and end within the daylight window shown in the app. No Operator may offer a night trip on Pickup, and you may not ask the crew to stay out after sunset.
• Everyone aboard, Travellers and crew alike, must wear a life jacket at all times while aboard, including on deck and in any tender. This is Pickup's rule and applies in addition to the life jacket rules of the waterways authorities. Tell the Operator in advance about any child, so a correctly sized life jacket is aboard, and about any Traveller who cannot swim.
• The number of people aboard, including children and infants, must never exceed the Vessel's certified capacity. The captain will refuse to sail if it would.
• Board and leave only at the jetty or berth in the Booking, unless the captain changes it for safety. Many jetties and marinas are run by third parties. Pickup does not control them and does not promise they are safe, so take care when boarding, and report a boarding point that looks unsafe to the captain and to us.
• Follow the captain's safety briefing.
• The captain has final authority on board on every matter of safety. The captain may delay departure, change the area of operation, return to berth early to stay within daylight hours, or decline to sail because of weather, water conditions, a directive of LASWA, NIWA or NIMASA, or any other safety reason. This is not a breach of the Charter Contract. If sailing is prevented entirely, clause 12.5 applies.
• Swimming from the Vessel, where offered, is at your own risk, only with the captain's express consent, and never after drinking alcohol.

17.7 Ending the trip. When the trip ends, it is closed in the app with the actual end time, you receive a receipt, and you are invited to review the trip (clause 23.1).

17.8 Lost property. Report items left behind in the app promptly, using the lost items option on the trip. The Operator holds any item found for 30 days, and Pickup helps arrange its return. The cost of return is paid by the owner. After 30 days, the Operator may donate or lawfully dispose of an unclaimed item, except that cash, identity documents and valuables are handed to the police. Pickup does not take custody of lost property.

18. Passenger responsibilities

18.1 Accurate passenger information. Give accurate details of the number of Travellers, their names where required, luggage and any needs relevant to safety.

18.2 Safety instructions. Every Traveller must follow the lawful safety instructions of the Assigned Crew, including seatbelts, life jackets and safety briefings.

18.3 Children. You are responsible for any child on your Booking, including telling the Operator in advance if a child seat or child life jacket is needed.

18.4 Documents. Travellers must carry any identification or travel documents the trip requires.

18.5 Luggage and items. Luggage must fit the limits on the Listing. No weapons, illegal drugs, or dangerous or hazardous items may be carried, unless disclosed to and accepted by the Operator in advance and lawful to carry. Clause 20.5 deals with on duty security personnel.

18.6 Suitability. You are responsible for judging whether a Charter Service is suitable for each Traveller, including anyone whose age, health or mobility is relevant.

18.7 Travellers are bound. Each Traveller who is not the account holder is bound by clauses 18, 21 and 22 by travelling.

19. Airport and flight bookings

19.1 Chauffeur airport transfers. For an airport pickup, give your flight number, arrival date and time and terminal. Your Operator may use the flight details to plan pickup time, but you remain responsible for updating the Booking in the app if your flight changes. Waiting time after landing is stated on the Listing. Any airport parking or access charge must be shown before you pay or agreed in the app; it may not be requested in cash.

19.2 Missed and delayed flights. If your flight is delayed and you did not update your Booking, the crew may record a no show under clause 17.5. If you update in time, the Operator will try to accommodate the change; any additional charge is shown for your approval first.

19.3 Private jet charter. For an Aircraft Booking:

• the flight is performed by the Operator under its Air Operator's Certificate, its operations specifications and NCAA regulations, which prevail over any request you make. Pickup is not the operator or carrier of the flight and does not sell seats. Pickup markets the flight and takes your Booking and payment as agent of the Operator that holds the Air Operator's Certificate, which the Listing names. That holder accounts for NCAA charges. Any statutory charge on the charter price is included in the price shown before you pay;
• manifest: the Booker must submit each Traveller's details in the app by the cutoff in clause 7.3A. Only people on the manifest approved by the Operator may board, and names must match their identity documents. A missing Traveller cannot board, and there is no refund for that seat;
• capacity: everyone aboard counts towards the aircraft's certified capacity, including infants;
• identity and travel documents: each Traveller must carry the identification the Operator and airport authorities require, and a valid passport and any visa for an international flight;
• baggage and weight: declare baggage accurately, including weight where the Operator asks. The Operator may weigh passengers' baggage, and may refuse or offload baggage that exceeds the aircraft's limits. Dangerous goods rules apply and must be followed;
• screening and conduct: Travellers and their baggage must submit to the security screening the airport, the authorities and the Operator require. NCAA and aviation security screening is absolute on every jet segment, including for on duty security personnel. Travellers must not board, or be carried, while intoxicated or behaving in a way that endangers the flight;
• prohibited items: weapons, dangerous goods and items the aviation security rules forbid are never carried except as aviation law allows (see the Weapons and Prohibited Items Policy);
• pilot in command: the pilot in command has final authority over boarding, carriage of any person or item, departure, routing, diversion and landing. Exercising it is not a breach of the Charter Contract;
• international flights: the Operator is responsible for landing, overflight and other flight permits. You are responsible for each Traveller's passport, visa, health and entry documents. A Traveller refused boarding or entry for missing or invalid documents is treated as a no show for that Traveller;
• a Traveller refused boarding for failing to meet these requirements is treated as a no show, unless the refusal was the Operator's fault;
• delays and diversions: departure and arrival times are planned, not guaranteed. The Operator must tell you about a delay as soon as it knows, through the app. If a flight is delayed, prevented or diverted by weather, air traffic control, airspace restrictions, a technical fault found on safety checks or a directive of the NCAA or another authority, the Operator will try to fly at the next safe opportunity or to arrange a comparable aircraft; if it cannot, or you do not accept the new time, clause 12.5 applies, and the Operator remains responsible under the Charter Contract for a delay or cancellation within its control; and
• any statutory passenger rights under the Civil Aviation Act 2022, the Nigeria Civil Aviation Regulations or applicable international conventions apply between you and the Operator, which is the carrier.

19.3A Empty Legs. An Empty Leg is a positioning flight the Operator would fly anyway, so it depends on the Operator's main charter.

• The Listing shows the route and a departure window. The exact departure time is confirmed by the Operator in the app within that window, and may move within it. A move within the window is not a material change under clause 11.3. If you cannot travel at a time within the window, the Listing's cancellation option applies.
• If the main charter is cancelled or changed so that the Empty Leg cannot fly as booked, the Operator may cancel the Empty Leg. You receive a full refund, including Processing Costs, and we will show you any comparable flight available.
• Apart from that refund, neither Pickup nor the Operator is liable for costs you incur because an Empty Leg is cancelled for that reason, such as hotels or other travel, so we suggest you book refundable arrangements.
• In every other respect, an Empty Leg is a Booking with the Operator like any other jet Booking, and clause 7.3A (manifest) and clause 13.5A (payment) apply.

19.4 Customs and immigration. You are responsible for complying with customs, immigration and health requirements for your trip.

20. Special requests and Extras

20.1 How to ask. You can add special requests when booking, such as accessibility needs, a child seat, specific luggage or on board preferences. Requests go to the Operator with your Booking.

20.2 Not guaranteed unless confirmed. A request is not part of your Booking unless the Operator confirms it in the app. If it carries a charge, the charge is shown before you pay.

20.3 Accessibility and assistance animals. Operators must accommodate reasonable assistance needs notified in advance and must not discriminate against any Traveller, in line with the Discrimination Against Persons with Disabilities (Prohibition) Act 2018. If a Vehicle, Vessel or Aircraft cannot safely meet a notified need, the Operator must decline before accepting. A failure at pickup is treated as the Operator's non performance.

20.4 Security add ons. Where a Listing offers a security add on, it is supplied only by a guard company licensed by the NSCDC, is unarmed, and is engaged by the Operator. Pickup does not supply, select or direct security personnel. No armed escorts are arranged through Pickup, and Pickup never offers police escorts. You must not ask an Operator or crew to arrange them.

20.5 Your own security personnel. You may travel with lawfully assigned, on duty security personnel (for example a government official's police detail) if the Operator consents. Tell the Operator by message before the trip. The Operator decides whether to carry them, on safety and regulatory grounds; Pickup does not decide this. On duty state security officials who are lawfully authorised to carry are an exception to the Weapons and Prohibited Items Policy. NCAA and aviation security screening stays absolute on every jet segment. If you gave advance notice and the Operator declines before the trip starts, your Booking is cancelled with a full refund. If you gave no notice and the Operator declines at pickup, the Booking is treated as cancelled by you inside the notice window.

20.6 Unlawful requests. Operators and crew will refuse any request that is unlawful or unsafe.

20.7 Extras. Extras are supplied by the Operator, not by Pickup, as part of the Charter Contract.

• You add Extras when you book, or afterwards by asking the Operator in the app for a quote and accepting it there. The price of each Extra is part of the Total Price, and is shown before you pay.
• Crew on the trip do not take orders or payment for Extras. They see the Extras on your Booking and supply them.
• Extras can be cancelled with the Booking, under the same cancellation option. An Extra cancelled on its own before the notice window is refunded in full; inside it, the Listing's cancellation option applies to that Extra.
• If an Extra you paid for is not supplied, you are refunded for it (clause 15.6) whatever the reason, unless you chose not to use it.
• Food and drink are the Operator's responsibility, including food safety and allergen information on request. Tell the Operator about allergies before the trip. Alcohol is never served to anyone under 18.
• Extra time is not an Extra. Ask for it during the trip under clause 11.2.

21. Guest Conduct & Responsibilities

21.1 Standards. You and every Traveller on your Booking must follow the Community Standards. In particular, you must:

• treat Assigned Crew, Operator staff, other guests and our staff with respect;
• not harass, threaten, abuse, discriminate against or be violent towards anyone (see the Nondiscrimination Policy);
• not smoke where prohibited, or do anything that affects safe operation;
• not board or remain aboard while intoxicated to a degree that endangers anyone;
• not bring any weapon, illegal drug or unlawful item aboard, except as clause 20.5 allows (see the Weapons and Prohibited Items Policy and the Zero Tolerance Policy);
• not ask for anything unlawful, including exceeding certified capacity or night boat movement; and
• not damage the Vehicle, Vessel or Aircraft.

21.2 Platform misuse. You must not misuse the Platform, including by fraud, scraping, interfering with security, false reviews or reports, or moving a Booking off the Platform. See the Acceptable Use Policy.

21.2A Non circumvention. If you met an Operator through the Platform, you must book and pay that Operator only through the Platform while you hold an Account, and for 12 months from your last contact or message with that Operator through Pickup. The Off Platform Booking Policy gives the details.

21.3 Sanctions and financial crime. You confirm, on a continuing basis, that you and your Travellers are not sanctioned persons and that funds used on the Platform are not the proceeds of crime. We screen transactions and may decline, suspend or reverse a transaction, restrict an Account and make any report the law requires, including to the Nigerian Financial Intelligence Unit, without notice where the law prohibits notice.

21.3A Anti bribery. You must not offer or give anything of value to any Pickup employee, Operator, crew member or public official to obtain or keep a Booking, a refund, a decision or any advantage on the Platform. A voluntary cash tip under clause 13.1 is not a breach of this clause. We may close an Account for a breach and report it as the law requires.

21.4 The crew's safety decisions. The Assigned Crew's decisions on safety during a trip are final at the time they are made, and every Traveller must follow them. That includes a chauffeur's decision to stop or reroute, a captain's decision under clause 17.6 and a pilot in command's decision under clause 19.3. If you think a decision was wrong, comply first and raise it afterwards under clause 30. Any refund consequence is then decided on the evidence.

21.5 Consequences. Breach of this clause may lead to the trip being ended by the Assigned Crew, suspension or closure of your Account, and liability for resulting loss.

22. Damage, Safety & Incidents

22.1 Your responsibility for damage. You are responsible to the Operator, under the Charter Contract, for loss of or damage to the Vehicle, Vessel or Aircraft or its equipment caused by you or a Traveller on your Booking, beyond fair wear and tear.

22.2 Cleaning. If a Traveller leaves the Vehicle, Vessel or Aircraft in a condition that needs cleaning beyond the normal cleaning after a trip (for example, vomit, spilled drinks or food, or smoke), the Operator may claim a cleaning charge. The charge is limited to the reasonable, evidenced cost of the cleaning and, where the asset cannot be used for a later booking while it is cleaned, the Operator's evidenced loss of that booking. There is no fixed cleaning fee. Every cleaning charge must be evidenced under clause 22.3.

22.3 Damage and cleaning reports. An Operator claiming damage or cleaning must submit a report in the app within 72 hours of the trip end. The report must include:

• time stamped photographs or video of the damage or condition, taken as soon as practicable after the trip;
• where available, the condition record or photographs from the start of the trip;
• an itemised repair or cleaning estimate or invoice from an independent business where the amount claimed exceeds ₦250,000; and
• an explanation of how the damage was caused on your Booking.

You will be notified and shown the evidence, and have at least 7 days to accept or dispute the report and submit your own evidence. The Operator must prove the damage or condition, that it was caused on your Booking, and the amount. Wear and tear and pre existing damage are never charged.

22.4 Decision and payment. A disputed report is decided by a person in our trust and safety team on the evidence and the trip record, applying clause 22.3. We give reasons. You may ask for a review within 30 days under the Dispute Resolution policy. If you accept a report, or it is decided against you, you pay the agreed or decided amount in the app, by card or bank transfer. Pickup does not take it from your payment method, and it collects at most ₦500,000 for any one Booking. Any amount above that is a matter between you and the Operator, and we will give both of you the record. An amount you do not pay remains owed to the Operator. Our decision is not a court judgment. It does not stop you or the Operator taking the matter to the forums in clause 30, and if a court or arbitrator decides differently, we will adjust or refund the amount collected. No damage or cleaning amount is collected without your acceptance or a decision you have had the chance to challenge.

22.5 Reporting incidents. Report any incident affecting anyone's safety, security or wellbeing through in app support from the Booking. In an emergency, call 112 first.

22.6 Our response. Safety incidents and identity mismatches are escalated to our trust and safety team as a priority. We may suspend an Operator or crew member while we investigate. A criminal allegation leads to immediate suspension of the person and Operator concerned pending investigation, and we cooperate with the Nigeria Police Force and other competent authorities. Our safety team is not an emergency service (clause 17.2A).

22.7 Records and disclosure. We keep a full record of every Booking, including Operator, Vehicle, Vessel or Aircraft, crew, times, trip start and location events, route, payments and messages. We do not disclose your location, messages or passport details to law enforcement without a court order or warrant, unless there is an immediate, verifiable risk to life, or a statute compels it. Each request logs the officer's identity and badge number, the legal instrument, the justification and the two staff who approved it. We do not disclose data on an informal or bulk basis. See the Privacy Policy and Law Enforcement Requests.

22.8 Regulatory reporting. For car trips in Lagos, the 2023 Lagos Regulation requires a Service Entity holding the permit to give the Lagos State Ministry of Transportation weekly and monthly reports of driver and trip data, and of accidents during active trips. Pickup makes those reports from the date its permit is granted. The driver data it lists is the driver's name, phone number, email address, driver's licence, vehicle licence and NIN. Reports hold only what the Regulation requires, on the lawful basis of compliance with a legal obligation, as the Privacy Policy describes. They contain no guest trip histories.

23. Reviews and content

23.1 Reviews. After a trip, you and the Operator can each review the other. Both reviews stay hidden until both are in, or the review window closes, and then appear at the same moment. Your review is shown on the Operator and the Listing. You can read the Operator's review of you and reply to it, and Operators you book can see your average rating from operators and your number of completed trips. Reviews must be honest, first hand and about the Booking. We run two way reviews on the basis of our legitimate interest in the safety and quality of the Platform. An Operator can also raise a concern about a Guest with Pickup privately. The Reviews & Ratings Policy applies.

23.2 Your content. You keep ownership of content you submit, such as reviews, photos and messages. You grant Pickup a worldwide, non exclusive, royalty free, transferable and sublicensable licence to host, store, reproduce, translate, adapt for display, publish and distribute it, in any media now known or later developed, to operate, secure, improve and promote the Platform and Pickup. The licence lasts for as long as the content remains on the Platform and for a reasonable period afterwards to remove it from backups and from promotional material already published. You confirm (warrant) that your content is honest and accurate, that you own it or have permission to submit it, that anyone shown in it has agreed, that it does not infringe anyone's rights or break the law, and that it follows the Content Policy. You are responsible for your content, and clause 27 applies if it breaks these promises.

23.3 Moderation. We may decline, restrict or remove content that breaches these Terms, the Content Policy or the law. We have no general duty to monitor content. Pickup is not the author of Listings, reviews, replies or messages: they are written by Operators, Guests and crew, we do not adopt them, and we are not responsible for them. An Operator may reply publicly to a review of its Listing; replies follow the same rules.

23.4 Notice and takedown. Anyone can report content they believe is unlawful, infringing or against the Content Policy, using Report in the app or by writing to legal@pickupltd.com. We review each report, remove or restrict content that breaks the rules or the law, tell the person who posted it why (unless the law or someone's safety prevents it), and tell the reporter the outcome. The person who posted it can ask for a review of the decision under the Content Policy, which also sets out how quickly we act on reports.

24. Intellectual property

24.1 Ours. The Platform, its software, design, text, graphics, data and trade marks (including Pickup, Pickup Charter and Charter Elite) belong to Pickup or its licensors. No right is granted except the licence in clause 8.1.

24.2 Feedback. We may use feedback you give us without restriction or payment.

24.3 Infringement. To report infringing content, write to legal@pickupltd.com. See Intellectual Property.

25. Disclaimers

25.1 Platform. To the extent Applicable Law allows, the Platform is provided "as is" and "as available". We do not warrant that it will be uninterrupted, secure or error free, or that maps, arrival estimates or third party content on it are accurate.

25.2 Charter Services. Apart from Verification as described in clause 7 (with the limits in clause 7.5) and the commitments we make in these Terms, we give no warranty, representation or guarantee about any Operator, Assigned Crew, Vehicle, Vessel, Aircraft, security provider, Listing or review, or about the performance, safety or quality of any Charter Service. Listing content is the Operator's statement, not ours.

25.3 Implied terms. To the extent Applicable Law allows, we exclude all warranties, conditions and terms implied by statute, common law or custom about the Platform or any Charter Service. We do not exclude any guarantee, warranty or right that the Federal Competition and Consumer Protection Act 2018, or any other law, gives a Consumer and does not allow to be excluded.

25.4 Inherent risk. Travel by road, water and air carries inherent risks, including accident, injury, delay and diversion, which no verification, licensing or insurance can remove. You accept those inherent risks when you book, as explained in the Assumption of Risk statement, which applies in particular to boat and aircraft Bookings. Responsibility for the safe performance of each trip rests with the Operator and its Assigned Crew. This does not affect your rights against the Operator, its insurer or under Applicable Law, or the liabilities preserved in clause 26.1.

25.5 Third party content. Listings, reviews and messages are written by Operators and other users, not by us. Maps and arrival estimates come from third party services. We do not check or adopt that content and do not promise it is accurate, except where these Terms say otherwise.

26. Our liability to you

IMPORTANT: THIS CLAUSE LIMITS PICKUP'S LIABILITY TO YOU. PLEASE READ IT CAREFULLY.

26.1 What we never exclude. Nothing in these Terms excludes or limits:

• liability for death or personal injury;
• liability for fraud or fraudulent misrepresentation;
• liability for our gross negligence or wilful misconduct;
• anything the Federal Competition and Consumer Protection Act 2018 does not allow Pickup to exclude, any right, remedy or guarantee it gives you as a Consumer, and any other liability that cannot lawfully be excluded or limited;
• our obligation to make the refunds these Terms provide for; or
• your rights against an Operator, its insurer or under Applicable Law.

Where the Federal Competition and Consumer Protection Act 2018, or a mandatory consumer law that applies to you under clause 30.8, gives you a right or remedy as a Consumer, these Terms are read subject to it.

26.2 Liability for the trip. The Charter Service is supplied by the Operator. Liability for its performance, non performance or defective performance, including delay, loss of or damage to property, and death or injury arising from the operation of the Vehicle, Vessel or Aircraft, rests with the Operator (and, where the law provides, its insurer), not with Pickup. Pickup is not liable for the acts or omissions of any Operator, Assigned Crew or security provider, none of whom is our employee or agent. This does not exclude liability for our own negligence or breach of these Terms.

26.3 Losses we are not liable for. Subject to clause 26.1, Pickup is not liable, in contract, tort (including negligence), breach of statutory duty or otherwise, for:

• loss of profit, revenue, business, contract, opportunity or anticipated savings;
• loss of enjoyment, or costs such as missed flights, connections, events or accommodation;
• loss that was not reasonably foreseeable to both you and us when the Booking was made; or
• any indirect or consequential loss.

26.4 Aggregate cap. Subject to clause 26.1, Pickup's total aggregate liability to you for all claims, however caused, is limited to the greater of:

• the Service Fees you paid Pickup in the 12 months before the claim arose; and
• ₦100,000.

Refunds we are obliged to make under these Terms, and amounts a court or arbitrator orders us to return because we collected them in error, do not count towards this cap.

26.5 Why the limits are reasonable. Pickup charges a Service Fee for running the marketplace, not a price for carrying you. The Operator, which is paid for the trip, is responsible for it and must hold insurance for it. These limits reflect that allocation of risk.

26.6 Helping you claim against the Operator. On reasonable request in connection with a genuine claim against an Operator, we will give you the trip record and the Operator's verified business name and registered details, and after an injury or severe property damage, its insurance certificate details, as the Dispute Resolution policy explains.

26.7 Release for the acts of others. To the extent the law allows, and subject always to clause 26.1, you release Pickup from claims arising out of the direct operational execution, navigation and physical conduct of the trip by the Operator and its Assigned Crew, and out of the conduct of security providers, other guests and Travellers, and other users of the Platform. This release does not cover Pickup's own negligence or breach of these Terms, including any failure to carry out the Verification we promise in clause 7, and if you are a Consumer it does not cover any right the Federal Competition and Consumer Protection Act 2018 gives you that cannot be excluded.

27. Your indemnity

27.1 You agree to indemnify Pickup and its directors, officers and employees against losses, liabilities, fines and reasonable costs (including legal costs) arising from: your breach of clauses 9.7, 18, 21 or 22; content you submit in breach of clause 23; a claim by a Traveller on your Booking arising from your act or omission; your fraudulent or unlawful act; or a chargeback you raise in bad faith for a trip that was delivered.

27.2 This indemnity does not apply to loss caused by our own breach, negligence or wilful misconduct. If you are a Consumer, it applies only to loss caused by your breach, fraud or unlawful act, and only to loss that was reasonably foreseeable.

28. Suspension, restriction and closure

28.1 Our rights. We may suspend or restrict your Account, decline or cancel a Booking, withhold credit or close your Account where we reasonably conclude that: you have materially breached these Terms; your Account or payment method has been compromised or used fraudulently; your conduct puts anyone at risk; Verification cannot be completed or a document is false; or the law, a regulator, a court or a payment scheme requires it. We use the least restrictive measure that is reasonably sufficient. Suspension pending investigation is not a finding of breach. The Account Suspension and Removal page explains how this works.

28.2 Notice and review. We will tell you what we have done and why, unless the law prohibits it or telling you would compromise someone's safety, an investigation, or the prevention or detection of crime. You may ask for a review within 30 days, in the app or by writing to support@pickupcharter.com. A person who was not involved in the original decision reviews it and gives you a decision with reasons within 14 days. Refunds properly due are paid regardless.

28.3 Deleting your Account. You can delete your Account in the app at Profile > Security > Delete my account. It needs the code we email you and typing DELETE. It takes effect at once and cannot be undone. It erases your name, phone, date of birth, photo, home address, marketing data and sign in links, and any copies left go within 30 days. Financial, booking, tax and anti money laundering records stay for 5 years. Wallet credit is lost. You cannot delete your Account while you have an active Booking, a crew trip or an open case you opened. If you also act as an Operator, close the operator account first; if you are also crew, close the crew record first; then delete the guest account. The Privacy Policy gives the details.

28.3A No new Account after removal. If we close your Account under clause 28.1, you must not open a new Account, use another person's Account or book through someone else to get around the closure, unless we agree in writing. We may close any Account we reasonably believe has been opened for that purpose.

28.4 Survival. The following survive closure of your Account and termination of these Terms, together with any clause meant by its nature to survive: clauses 1.4 and 1.9 (records and versions), 2 (definitions), 9.4 and 9.7 (the Charter Contract and responsibility for others, for Bookings already made), 13.6 to 13.8B (payment, discharge, chargebacks, Payment Providers and screening), 15 (refunds due), 16.4 (order of claims), 21.3 and 21.3A (financial crime and anti bribery), 22 (damage, incidents and records), 23.2 (licence of your content), 24 to 27 (intellectual property, disclaimers, liability, release and indemnity), 28.3A, 28.4, 29 (general terms) and 30 (disputes).

29. Changes & General Terms

29.1 Changes to these Terms. We may change these Terms and the documents in clause 1.6 for a valid reason, such as a change in the law, a regulator's requirement, a change to how the Platform works or to the Payment Provider, or to make them clearer or fairer. For a material change, we give you at least 30 days' notice in the app and by email, stating the effective date and summarising the change. A change required by law or a regulator, or made for safety, takes effect immediately or when the law requires, and we tell you about it as soon as we reasonably can. You accept a new version on the "We've updated our terms" screen when you next open the app. If you do not accept a change, you may close your Account instead, before or after it takes effect, at no cost. A change never applies to a Booking already confirmed.

29.2 Changes to the Platform. We may change Platform features, provided we do not materially reduce your rights for a confirmed Booking.

29.3 Entire agreement. These Terms and the documents in clause 1.6 are the entire agreement between you and Pickup about the Platform. You have not relied on any statement not set out in them. This does not exclude liability for fraudulent misrepresentation.

29.4 Assignment. You may not transfer your rights or obligations under these Terms without our written consent. We may transfer ours to a successor in a merger, acquisition or reorganisation, provided your rights are not reduced. We will give you at least 30 days' notice, and you may close your Account before the transfer takes effect.

29.5 Severability. If any provision is found invalid or unenforceable, it is modified to the minimum extent needed to make it enforceable, or removed, and the rest continue in force.

29.6 No waiver. A delay or failure to enforce a right is not a waiver of it.

29.7 Relationship. Nothing in these Terms creates a partnership, joint venture or employment relationship between you and Pickup. Save as stated in clauses 9.4 and 13.6, it creates no agency.

29.8 Third parties. Pickup accepts the promises you make in clauses 9.4, 9.7, 13.6 and 22 for itself and as agent for the Operator, and the promises in clauses 10.5, 17.5A, 17.6, 19.3 and 21 also as agent for the Assigned Crew, so that they may rely on them to the extent the law allows. Otherwise, no one who is not a party may enforce these Terms. We and you may change or end these Terms without anyone else's consent.

29.9 Force majeure. Neither party is liable for delay or failure caused by a Force Majeure Event, provided it notifies the other where a Booking is affected and takes reasonable steps to limit the effect. Clause 12.5 governs affected Bookings.

29.10 Set off. We may set off amounts you owe us under these Terms against amounts we owe you, on notice identifying them.

29.11 Notices. Notices to Pickup are given by email to legal@pickupltd.com (for privacy matters, privacy@pickupltd.com) and take effect on receipt. Notices to you are given in the app or by email to the address on your Account, and take effect when sent unless we know delivery failed. Formal court process is served under clause 30.9. See Contact Legal.

29.12 Governing law. These Terms, and any non contractual obligation connected with them, are governed by the laws of the Federal Republic of Nigeria, subject to clause 30.8.

29.13 Jurisdiction. Subject to clause 30, the courts of Lagos State have jurisdiction, without affecting any non waivable right you have to bring proceedings elsewhere.

29.14 Electronic records and evidence. Bookings, acceptances, trip start events, messages, payment records and the trip record are created and kept electronically in the ordinary course of operating the Platform. You agree that they may be produced in evidence in any proceedings, and that a copy produced by our systems, with any certificate required by section 84 of the Evidence Act 2011, is evidence of their contents. You may challenge their accuracy. You may not challenge their admissibility only because they are electronic.

29.15 Accessibility. We aim to make the Platform usable by everyone, including people with disabilities. If you need these Terms or any document in another format, or help to book, contact support@pickupcharter.com with the subject "Accessibility". See the Accessibility Statement.

29.16 Termination. You may end these Terms at any time by closing your Account under clause 28.3. We may end them by closing your Account under clause 28.1, or for another valid reason on at least 30 days' notice, in which case every confirmed Booking is performed or refunded in full. Ending these Terms does not affect rights and obligations already accrued, or clause 28.4.

30. Complaints and disputes

30.0 Service issues: the Operator first. For a service issue that does not involve safety, such as lateness, the standard or cleanliness of the Vehicle, Vessel or Aircraft, or minor damage to your belongings, first message the Operator in the app so it can put things right. If it is not resolved within 24 hours, you can escalate it to Pickup in the app. Safety issues, injury, emergencies, no shows and suspected fraud come straight to Pickup, without contacting the Operator first. In an emergency, call 112 first.

30.0A What happens when you escalate. An open case holds the Operator's whole payout for that Booking until it is decided. If the Operator has already been paid, Pickup may recover any refund from its future payouts. We ask you and the Operator for evidence within 72 hours and decide with reasons. Where we decide a refund is due, it is paid to you, and Pickup recovers it from the Operator. An Operator that does not cooperate may be suspended or removed. Escalating does not affect your rights under clauses 26.1, 30.6 and 30.7.

30.1 Step 1: internal process. The Dispute Resolution policy sets out the channels and timelines. Raise any complaint first through in app support, so it can be handled on the Booking record. Our target times are:

The Operator is heard before any permanent consequence is applied to it. Every outcome is recorded with reasons.

30.2 Step 2: mediation. If a dispute between you and Pickup is not resolved within 30 days of first being raised under clause 30.1, either of us may refer it to mediation at the Lagos Multi-Door Courthouse, in English, before a single mediator agreed by us or, failing agreement within 14 days, appointed by the Lagos Multi-Door Courthouse. Mediation is confidential and without prejudice. Each side pays its own costs. If you are a Consumer, Pickup pays the mediator's fees and the Lagos Multi-Door Courthouse fees in full. Otherwise those fees are shared equally unless agreed otherwise.

30.3 Step 3: final individual arbitration. Any dispute between you and Pickup arising out of or in connection with these Terms, the Platform or a Booking, including any question about their existence, validity or ending, that is not resolved within 45 days of the mediator's appointment (or within 45 days of a request for mediation that the other side does not take up) will be finally resolved by arbitration under the Arbitration and Mediation Act 2023, administered by the Lagos Court of Arbitration under the Lagos Court of Arbitration rules in force when the arbitration starts. The seat is Lagos, the language is English, and the tribunal is a sole arbitrator agreed by us or, failing agreement within 21 days, appointed by the Lagos Court of Arbitration. The arbitration, and every document, submission and award in it, is confidential, except where disclosure is needed to enforce or challenge an award, is required by law or a regulator, or is made to professional advisers or insurers under a duty of confidence. The award is final and binding, subject to the rights of challenge the Arbitration and Mediation Act 2023 gives. If you are a Consumer, Pickup pays the Lagos Court of Arbitration's fees and the arbitrator's fees; each side pays its own lawyers unless the arbitrator decides otherwise. Hearings may be held by video, and a Consumer may choose an in person hearing in Lagos or a decision on documents only. This clause covers disputes between you and Pickup only. It does not cover your claims against an Operator (clause 30.7).

30.4 Your right to opt out of arbitration. If you are a Consumer, you may opt out of clause 30.3 by emailing legal@pickupltd.com within 30 days of the date you first accept a version of these Terms that contains it. Send it from the email address on your Account, with your full name and the words "I opt out of arbitration". We monitor that address. You do not have to give a reason. We confirm your opt out by email and keep a record of it. If you opt out, mediation under clause 30.2 is voluntary for you, and either of us may bring a dispute before the courts of Lagos State, or the courts of the place where you live if clause 30.8 gives you that right. Opting out changes nothing else in these Terms or your Bookings, and an opt out stays in force for later versions of these Terms. Business Users cannot opt out (see the Corporate Terms).

30.5 No class or representative claims. You and Pickup each bring claims against the other only on an individual basis, and not as a claimant or class member in any class, group, collective or representative proceeding. The arbitrator may not join or consolidate claims of different people, or hear a class or representative arbitration, unless you and Pickup agree in writing. If this clause 30.5 is found unenforceable for a particular claim, that claim goes to the courts of Lagos State, and not to a class or representative arbitration. This clause applies only as far as the law allows. It does not stop a regulator, including the Federal Competition and Consumer Protection Commission, acting under its own powers.

30.6 Small claims and the Multi-Door Courthouse. Either of us may, instead of arbitration, bring an individual claim that falls within the jurisdiction of a small claims court or procedure, including the small claims procedure of the Lagos State Magistrates' Courts, after the claim has been raised under clause 30.1. A Consumer may also take a dispute to the Lagos Multi-Door Courthouse instead of arbitration.

30.7 Preserved rights. Nothing in this clause prevents: a complaint at any time to the Federal Competition and Consumer Protection Commission, the Nigeria Data Protection Commission, the Lagos State Ministry of Transportation or another regulator, or that regulator acting under its own powers; a claim against an Operator in any competent forum; or an application to court for urgent interim relief. The internal process does not pause limitation periods.

30.8 If you live outside Nigeria. If you are a Consumer who lives in the United Kingdom or the European Union, you keep your right to bring a claim in the courts of the place where you live, and your mandatory consumer rights, whether or not you opted out of arbitration. If you live in another country whose law gives consumers rights that cannot be excluded by agreement, you keep those rights too. Nothing in these Terms, including the choice of Nigerian law in clause 29.12 and this clause 30, removes them. Where the law of your place of residence does not allow a particular disclaimer or limitation in clauses 25 and 26, it does not apply to you to that extent.

30.9 Service of court process. Formal court process, such as an originating process, is served on Pickup as the rules of court require, at Pickup's registered office, whose address is on the public register kept by the Corporate Affairs Commission. Every other notice is given by email under clause 29.11.

31. Your privacy

31.1 Pickup processes personal data as a data controller under the Nigeria Data Protection Act 2023 and is registered with the Nigeria Data Protection Commission. The Privacy Policy explains what we collect, why, the lawful basis, who we share it with (including Operators, payment and verification providers, and competent authorities where the law requires), how long we keep it, international transfers and your rights, including the right to complain to the Nigeria Data Protection Commission.

31.2 Pickup and each Operator are independent controllers of the personal data each processes. The Operator receives only the data it needs to perform your Booking (such as your name, verified status, contact details under clause 10.3A, pickup details, and for jets the Passenger Manifest) and must use it only for that Booking and its legal obligations, keep it secure, and not use it to market to you or contact you off the Platform. Name, photo and contact details are shared to coordinate a Booking.

31.3 Live trip tracking uses location data only from 1 hour before the trip starts until 1 hour after it ends, as described in the Privacy Policy. Raw location is kept for 30 days after the trip, unless an open case or legal hold needs it. Crew phone numbers are shown only in the window in clause 10.3A.

31.4 Biometric data used in Verification is processed only with your explicit consent (clause 7.6). Data is stored outside Nigeria with Supabase and Vercel, and transferred only on a basis the Nigeria Data Protection Act 2023 allows, such as standard contractual clauses or adequate protection. The providers are listed in Sub-processors. Pickup is appointing a UK and EU data protection representative, and privacy@pickupltd.com takes requests in the meantime. We do not train models on ID images, selfies, face templates, message content or precise location; we use de identified and aggregated booking and trip data to improve search and fraud checks. No decision that significantly affects you, such as refusing Verification or closing your Account, is made by automated means alone: a person reviews it (clauses 3.7 and 7.4).

31.5 If a personal data breach is likely to put your rights at risk, we notify the Nigeria Data Protection Commission within 72 hours of becoming aware of it, and tell you without undue delay where the risk to you is high. Operators must tell Pickup of a breach affecting guest data within 24 hours. Pickup has a Data Protection Officer, whom you can contact at privacy@pickupltd.com.

31.6 Analytics asks for your consent at first launch. Marketing is off unless you opt in. Pickup Tag discovery is off unless you opt in.

32. Contact Us

If you have a question about these Terms, contact us through in app support or:

• Support: support@pickupcharter.com
• General enquiries: hello@pickupcharter.com
• Privacy and data protection: privacy@pickupltd.com
• Legal notices: legal@pickupltd.com

Support is provided through in app messaging and the Help Centre. Urgent safety issues during an Active Trip are prioritised. In an emergency, call 112 first. Clause 17.2A explains what the in-app safety features do and do not do.