Major Disruptive Events Policy

Version 3.0. Effective 2 November 2026.

In short

• Some events are bigger than any one trip: severe weather or flooding, a security incident, a fuel shortage, a closed airport, airspace or waterway, a strike, a pandemic, or a government order such as a curfew or movement restriction.
• If one of these events stops a confirmed trip from going ahead safely or lawfully, you or the operator may cancel without the usual cancellation consequence, or agree a new date.
• Before the trip: you get a full refund of the Total Price, including processing costs. During the trip: you get a refund for the part not delivered.
• Operators are paid for what they delivered, 1 hour after the trip (1 hour after landing for jets, and weekly for Bookings of 7 days or more). Nothing is paid to them before the trip, and it has no effect on their cancellation rate.
• Ordinary inconvenience does not count: normal traffic, a change of plans, a price rise, or a forecast of light rain.
• This policy is not insurance. It changes how cancellation works for affected bookings. It does not pay compensation.

This summary is for convenience only. The numbered clauses below are the binding terms and govern if there is any difference.

1. About this policy

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

1.2 It forms part of the Guest Terms and the Operator Agreement. Our Terms of Use also apply. Words with capital letters have the meaning given in those terms.

1.3 It applies to every Booking made on the Platform, for chauffeur driven cars, crewed boats and yachts, and private jet charter.

1.4 Where this Policy applies to a Booking, it takes priority over the cancellation option locked when the Guest booked and over the Cancellation and Refund Policy. In every other case that policy applies as normal.

1.5 Pickup is a booking platform, not the carrier. The Operator remains responsible for deciding whether a trip can run safely, and the captain or pilot in command has the final say on board.

2. What counts as a Major Disruptive Event

2.1 A "Major Disruptive Event" is an event that:

(a) happens, or is first announced, after the Booking is confirmed; (b) is outside the reasonable control of the Guest, the Operator and Pickup; and (c) prevents the trip, or an essential part of it, from taking place safely or lawfully at the booked time and place, and cannot reasonably be worked around, for example by another route or a short delay within the booked time.

2.2 The events in the table are Major Disruptive Events when they meet clause 2.1.

3. What does not count

3.1 These are not Major Disruptive Events:

(a) normal traffic, congestion, roadworks or a closed road where another reasonable route exists; (b) a change of plans, illness or personal circumstances of a Guest or Traveller (the Cancellation and Refund Policy applies); (c) a weather forecast that does not amount to a warning or make the trip unsafe; (d) a fault with a Vehicle, Vessel or Aircraft, the unavailability of crew, or industrial action by the Operator's own staff (the Operator's obligations under the Cancellation and Refund Policy apply); (e) a rise in the price of fuel or other costs, where fuel or supplies can still be obtained; (f) an event that was announced or reasonably foreseeable when the Booking was made; and (g) an event that affects only part of a trip where the rest can reasonably go ahead, unless the part affected is essential to the trip, such as the flight on a jet Booking.

3.2 Routine safety calls are dealt with by the safety and weather provisions of the Cancellation and Refund Policy. That includes the daylight rule for boats, a captain's or pilot's decision on conditions on the day, and aviation weather limits. Where a routine safety call is made because of a Major Disruptive Event, this Policy applies.

4. How this Policy is applied

4.1 Declared events. Where an event is widely known and clearly affects an area and time, we may declare it in the app and apply this Policy to every Booking it affects, without asking for evidence. We tell affected Guests and Operators in the app and by email.

4.2 Individual requests. For any other Booking, the Guest or the Operator asks a person for this Policy to apply, through Talk to a person in Help or at support@pickupcharter.com, giving the reason and any evidence it has. Our staff then declare the event for that Booking. We may ask for reasonable evidence, such as the items in the table in clause 2.2.

4.3 Our decision. A person in our team decides, on the evidence available, whether this Policy applies, and gives reasons. Where the Guest and the Operator disagree, the complaints and disputes route in the Guest Terms or the Operator Agreement applies, as Dispute Resolution explains.

4.4 Acting early. A Guest or Operator who learns of an event should tell the other side in the app as soon as possible, so a change can be agreed before the trip.

5. What happens to an affected Booking

5.1 Change instead of cancelling. The Guest and the Operator may agree in the app to move the Booking to another time or place. The changed Booking keeps the payment already made. If the price for the change is higher, the Guest pays the difference at checkout; if it is lower, the difference is refunded. The changed Booking keeps the cancellation option locked when the Guest booked, and the payout follows clause 7.1 for the changed trip.

5.2 Cancel. If the Booking is not changed, the Guest or the Operator may cancel it in the app without the usual consequence. No cancellation deduction applies, and the cancellation does not count towards anyone's cancellation rate, ranking or Charter Elite status.

5.3 Trips already under way. If a Major Disruptive Event happens during an Active Trip, the chauffeur, captain or pilot in command decides how to end the trip safely, including returning to a safe place, a berth or the nearest suitable airport. 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.

6. Refunds

6.1 Cancelled before the trip starts. The Guest receives a full refund of the Total Price: the trip price, the service fee, VAT inside the service fee and any road levy, including card and bank processing costs, whoever cancels. For a jet Booking, this includes the deposit and any balance paid.

6.2 Stopped during the trip. The Guest receives a refund of the Total Price less a proportionate amount for the part of the trip already delivered. For a car Booking, delivered time is counted in the booked units. For a boat Booking, it is counted by time on the water against the booked time. For a jet Booking, it is counted by completed legs. A leg diverted to another airport counts as delivered only if the Operator completes the journey to the booked destination, by air or by other transport the Guest agrees to, or the Guest chooses to end the trip at the diversion airport. The Operator's duties as carrier to get passengers to their destination, or to give the care the law requires, apply between the Guest and the Operator.

6.3 How refunds are paid. Refunds go back to the original payment method, in naira, and wallet credit used is returned with its original expiry date. We send the refund promptly and in any event within 5 Business Days of the cancellation. It goes back to the original payment method within 5 Business Days of Pickup sending it, and your bank may take longer, as the Cancellation and Refund Policy describes. We pay the refund whether or not we have yet recovered any amount from the Operator.

6.4 Long bookings. For a Booking of 7 days or more, the days delivered are paid for and the days not delivered are refunded under clause 6.2.

7. Operator payouts

7.1 The rule. The Operator is paid for what it delivered, and nothing for what it did not. Payout timing follows the Payments Terms: one payment 1 hour after the trip is complete (for jets, 1 hour after landing, and nothing for a flight that never left), and nothing before the trip. A Booking of 7 days or more pays weekly for the days delivered. A flagged Booking waits up to 72 hours, and an open case holds the whole payout for that Booking until it is decided. It applies as below.

7.2 Amounts paid in error. If a payout already sent covers a trip, or part of a trip, that did not take place because of a Major Disruptive Event, the excess is recovered by deduction from the Operator's future payouts. We tell the Operator the amount first. No penalty, interest or fee is added. If future payouts do not clear it within 60 days, the balance is due on written demand, and the Operator may ask us for a reasonable repayment plan.

7.3 Changed Bookings. Where a Booking is moved under clause 5.1, nothing is released before the changed trip, and the payout follows clause 7.1.

7.4 Operator's own costs. Costs the Operator incurred before the event, such as fuel, crew or positioning, are not recovered from the Guest under this Policy. The Operator may claim them under its own insurance or contracts.

7.5 Fees and levies. Pickup does not keep its service fee or commission on any amount refunded under this Policy. Pickup collects and remits the road levy as the Operator's agent, as a separate statutory line, only for car trips that take place. It is refunded to the Guest in full for a car trip that does not.

8. This is not insurance

8.1 This Policy changes how cancellation works for affected Bookings. It is not insurance, a guarantee or a promise to pay compensation. It does not cover costs outside the Platform, such as hotel bookings, flights with other carriers or event tickets.

8.2 Pickup is a booking platform and does not provide, sell or arrange insurance. Independent licensed Operators hold their own commercial insurance. See Insurance Information.

9. Misuse

9.1 A request under this Policy that relies on a false or exaggerated reason is decided under the ordinary cancellation rules. Repeated or deliberate misuse may lead to suspension under the Terms of Use.

10. Liability and your other rights

10.1 Neither the Guest, the Operator nor Pickup is liable to the others for a delay or failure caused by a Major Disruptive Event, provided it tells the others promptly where a Booking is affected and takes reasonable steps to limit the effect. This clause does not reduce any refund due under clause 6, and does not apply to death, personal injury, gross negligence, fraud, or anything the Federal Competition and Consumer Protection Act 2018 does not allow Pickup to exclude.

10.2 Nothing in this Policy limits any right a Consumer has under the Federal Competition and Consumer Protection Act 2018, any passenger right under the Civil Aviation Act 2022 or the Nigeria Civil Aviation Regulations as they apply between a passenger and the carrier, or any other right that cannot be excluded by law.

11. Changes, law and contact

11.1 We may update this Policy. A material change is notified at least 30 days in advance in the app and by email, or at once where the law, a regulator or safety requires it, and never applies to a Booking already confirmed unless the law or a regulator requires it. For Operators, notice of a change follows the Operator Agreement.

11.2 This Policy is governed by the laws of the Federal Republic of Nigeria. Disputes are resolved under the complaints and disputes clause of the Guest Terms or the disputes clause of the Operator Agreement, as applies.

11.3 Questions about this Policy: in app support, or support@pickupcharter.com. Legal notices: by email to legal@pickupltd.com, effective when received.