How to raise a dispute

Most issues are settled quickly by messaging your operator. When they are not, you can raise a dispute with Pickup. It is part of every booking paid through the app.

What you can dispute

A trip that was not delivered as booked, for example a different vehicle, a shortened trip or a missed pickup.
A charge you do not recognise or believe is wrong.
A refund you think should have been paid under the Cancellation and Refund Policy.
A damage claim raised against you. See How to dispute a damage claim.

What comes straight to Pickup

Some things should never wait for the operator. Contact Pickup straight away for:

a safety issue, an injury or an accident (in an emergency, call 112 first)
an operator or chauffeur who did not turn up
a car, boat, aircraft or crew that does not match the app
suspected fraud, or a charge you did not authorise

Step 1: talk to your operator

For a service issue, such as a late start or a missing extra, start with your operator.

Go to Profile > Help > Your cases and tap Start a request.
Choose the trip and what went wrong, tell us what happened, add photos, and say what would put it right.
The operator has 24 hours to reply. They can offer a refund, and you can accept it or decline it.

You can also message them on the trip. Keep the conversation in Messages so there is a record.

Step 2: escalate to Pickup

If the operator has not resolved it within 24 hours, tap Ask Pickup to step in on your case. A person in our team looks at your photos and the operator's reply, and decides. Or email support@pickupcharter.com with your booking reference, what happened and what outcome you are asking for.

Deadlines

What happened	Raise it
The operator did not turn up	Within 24 hours of the booked start
The trip was not as described, or another trip problem	Within 72 hours of the trip ending
A charge you did not authorise	Within 60 days

These deadlines do not shorten any legal or card chargeback rights you have.

How we review it

We aim to confirm we have your case, with a reference, on the same day during support hours. An open case holds the whole payout for that booking until it is decided. If the operator has already been paid, any refund due is recovered from the operator's future payouts. We ask you and the operator for evidence within 72 hours, and look at the booking record, messages and trip tracking as well.

Late or no arrival, a trip not as described, or a refund request: we aim to decide within 3 business days.
Conduct, safety or a chauffeur who does not match the app: we act as quickly as we can where safety requires it, and aim to investigate within 7 days.
If you disagree with the outcome: tap Ask for a review within 30 days. Someone who was not involved decides within 14 days.

We tell you the outcome and the reasons. If you are owed money, we refund it. If it is still not resolved, the Guest Terms set out mediation, and Pickup pays the mediator's fees for consumers. Full details are in Dispute Resolution.

Pickup can only review what happened on the platform. Payments and arrangements made outside the app cannot be reviewed. See Why you should always pay through Pickup.

Pickup is a marketplace, not the carrier. The contract of carriage is between you and the operator. Our role is to review fairly under the Guest Terms and the Cancellation and Refund Policy.