How damage claims are assessed

When an operator reports damage after your trip, Pickup does not take either side on trust. Every claim is assessed on evidence.

How a claim starts

1. The operator reports the damage in the app within 72 hours of the trip ending.
2. The report includes time stamped photos or video, any photos from the start of the trip, and an explanation of how the damage happened on your booking.
3. If the amount claimed is over ₦250,000, the report must include an itemised estimate or invoice from an independent business.
4. You are told, shown the evidence, and have at least 7 days to accept or dispute it.

The operator has to prove the damage, that it happened on your booking, and the amount. Wear and tear and damage that was already there are never charged.

What Pickup looks at

• The operator's report and photos, including when they were taken.
• The trip record: booking details, times and route.
• Messages between you and your operator in the app.
• Condition records from before your trip, such as listing photos or any photos you sent at boarding.
• Your response and any photos, receipts or witness details you provide.
• The cost evidence, checked against the damage shown.

What Pickup considers

• Whether the damage happened during your trip.
• Whether it was caused by a guest or their party.
• Whether it goes beyond normal wear and tear.
• Whether the amount claimed is supported and reasonable.

Outcomes

A person in our trust and safety team decides a disputed claim on the evidence and gives reasons. The claim may be upheld, reduced or rejected. You can ask for a review if you disagree. See clause 22 of the Guest Terms.

The review sits within Pickup's dispute resolution.

Your part

• Reply to the notification as soon as you can.
• Keep all communication in the app.
• Share anything that helps show what happened.