What happens if my account, a vehicle or a crew member is suspended?

Pickup can suspend an operator, a listed vehicle, vessel or aircraft, or a crew member. Suspension while we investigate is not a finding that you did anything wrong.

Why suspensions happen

• An expired document. An expired licence or insurance policy suspends access automatically. A listing is paused and its upcoming bookings are cancelled. A crew member with expired papers can't be assigned to new trips. It clears once a valid renewal is checked. This is a compliance step, not a disciplinary one.
• A safety concern. A credible safety report leads to suspension while we investigate.
• A suspected breach or fraud, or a requirement from a regulator.

What you are told

We tell you why, unless the law prevents it or it would harm a criminal investigation. You see the evidence we rely on and can respond before any permanent decision.

Timelines

Trust and safety investigations aim to finish within 7 days. Escalation reviews aim to finish within 14 days.

Asking for a review

If your account is suspended, Menu shows Account suspended. Tap Ask for a review within 30 days, say why the decision was wrong and add any evidence. A person who did not make the original decision reviews it and gives reasons.

Other decisions have their own windows:

• A cancellation that counts against you: Challenge this within 7 days.
• Charter Elite: within 14 days of the notice.
• A rejected application: within 14 days.

If the decision stands

Serious or repeated breaches can lead to termination. If you are removed for breach, you, your directors and your authorised crew may not open a new operator account without our written consent.

The full process is in the Operator Agreement and the Account Suspension and Removal policy.