What should I do if a guest offers to pay me directly?

Politely decline and keep the payment in the app. Every payment for a Pickup booking, or anything linked to it, must go through Pickup.

What to say

Something like: "Thank you, but all bookings and payments go through the Pickup app. If you would like more time or an extra, you can request it in the app."

This includes

• Cash or transfers for the trip, waiting time, fuel, tolls, extensions or extras.
• A discount for booking directly next time.
• A guest asking for your personal number to book outside Pickup.

Tips are different

Your crew may accept an unsolicited cash tip, but must never ask for one. See Tips and gifts from guests.

If a guest keeps asking

Report it from the conversation: tap the details, then Report or block. Choose Scamming or spamming, then Off-platform payment request. Repeated requests to pay outside Pickup are a breach of the guest rules too.

Why it matters

A payment outside the app has no record and no dispute process. Taking one is a serious breach for you as an operator. See Can I take a guest booking directly instead of through Pickup?.

The rules are in the Operator Standards and the Off Platform Booking Policy.