Service Animal Policy

Version 3.0. Effective 2 November 2026.

In short

• An assistance animal travels with the person it supports, at no extra charge, on any Pickup trip where it can travel safely.
• Tell the operator in the app when you book, so they can prepare.
• Aviation and waterway safety rules can set limits, especially on small aircraft and boats. Where a limit applies, the operator must explain why. If it could have told you when you booked and did not, you get a full refund.
• Pets are different. Each operator decides whether to allow them, and may charge for them.

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 Service Animal 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, the Operator Agreement, the Crew Terms and the Community Standards, and supports our Accessibility Statement and Nondiscrimination Policy. Our Terms of Use, the umbrella agreement for using Pickup, also apply. Words with capital letters have the meaning given in those terms.

1.3 Pickup is a booking platform. The Operator carries the animal and decides on its safe carriage under this Policy and the law.

2. What is an assistance animal

2.1 An "Assistance Animal" is a dog or other animal individually trained to do work or perform tasks for a person with a disability, such as guiding a person who is blind or partially sighted, alerting a person who is deaf, or responding to a seizure or another medical condition.

2.2 An animal that only provides comfort or companionship is treated as a pet under clause 6, unless the law requires otherwise.

2.3 An Assistance Animal in training, accompanied by its trainer, is treated as an Assistance Animal where the Operator can carry it safely.

3. Guests travelling with an Assistance Animal

3.1 Tell the Operator in the app when you book, or as soon as possible after booking, that you will travel with an Assistance Animal. This lets the Operator prepare the Vehicle, Vessel or Aircraft and tell you about any limits before the trip.

3.2 You are responsible for the animal's behaviour and welfare. It must be under your control at all times, house trained, and in a harness or on a lead unless that would stop it doing its work.

3.3 The Operator may ask whether the animal is needed because of a disability and what task it is trained to perform. It may not ask about the nature of your disability, demand a demonstration, or require documents the law does not require.

3.4 For flights, and for trips that cross a border, you must carry the health, vaccination, identification and import or export documents the destination, the aviation authorities and the Nigeria Agricultural Quarantine Service require. The Operator may ask to see them before the flight. Meeting those rules is your responsibility.

4. What Operators must do

4.1 Operators must carry an Assistance Animal with the person it supports, at no extra charge, unless clause 5 applies. Refusing an Assistance Animal without a lawful safety reason is discrimination under the Nondiscrimination Policy.

4.2 A crew member's allergy or fear is not, on its own, a reason to refuse. The Operator must assign other crew where it can. Where it cannot, and no other safe arrangement is possible, the Operator must tell the Guest at once and the Guest may cancel for a full refund.

4.3 Operators may make a reasonable, evidenced cleaning or damage claim only for damage or mess beyond normal wear, under the damage and cleaning rules in the Guest Terms. There is no fixed fee.

5. Safety limits

5.1 An Operator may limit or decline carriage of an Assistance Animal only where it is necessary for safety or required by law, and only as far as necessary. For example:

(a) aircraft: the Civil Aviation Act 2022 and the Nigeria Civil Aviation Regulations, the Operator's procedures, the space in the cabin, or the entry rules of the destination may set conditions or prevent carriage. The pilot in command has final authority;

(b) boats: the size, layout or water conditions may make carriage unsafe. The captain decides on safety. The Listing says whether the Operator carries an animal flotation aid, the Guest may bring one, and an animal aboard wears one whenever one is available; and

(c) behaviour: an animal that is out of control, or threatens the safety of others, may be refused.

5.2 Where a limit applies, the Operator must explain why in the app. If the trip cannot go ahead because of a limit the Operator could have told you about when you booked, you receive a full refund. If it cannot go ahead because you did not tell the Operator about the animal, or do not have the documents clause 3.4 requires, the Cancellation and Refund Policy applies.

6. Pets

6.1 Pets are not Assistance Animals. Each Operator decides whether to allow pets and states this on its Listing, with any extra charge (included in the price shown before you pay) and conditions. Ask the Operator in the app before booking.

6.2 For private aviation, ask the Operator about carrying pets before booking.

7. Reporting and review

7.1 If an Assistance Animal is refused unfairly, report it through Report a problem on the Booking or at support@pickupcharter.com. A person in our trust and safety team reviews it under the process in the Community Standards, gives reasons, and tells you how to appeal within 30 days to a person not involved in the first decision, who decides within 14 days.

7.2 Where a refusal was unjustified, we may refund you and take action against the Operator under the Nondiscrimination Policy. You may also complain to the National Commission for Persons with Disabilities at any time.

8. Changes, law and contact

8.1 We may update this Policy. We give at least 30 days' notice of a material change by email or in the app, unless a change is needed sooner by law, when it takes effect at once. Continuing to use the Platform after the change takes effect means you accept it; you may close your Account instead.

8.2 This Policy is governed by the laws of the Federal Republic of Nigeria. Nothing in it limits any right under the Discrimination Against Persons with Disabilities (Prohibition) Act 2018 or any other law. Disputes are resolved as the dispute terms that apply to you provide: Complaints and disputes in the Guest Terms, or Disputes and governing law in the Operator Agreement.

8.3 Contact: in app support, or support@pickupcharter.com, subject "Accessibility". Legal notices: by email to legal@pickupltd.com, effective on receipt.