What can a damage claim cover, and are there limits?

A damage claim through Pickup can recover the reasonable, evidenced cost of damage a traveller caused, within the limits below.

What you must prove

• That the damage happened during the booking.
• That a traveller caused it.
• The cost of putting it right.

Evidence

Report in the app within 24 hours of the trip, and claim within 72 hours of the trip end, with time stamped photos, before and after trip evidence, and an itemised repair estimate or invoice. Where the amount claimed is above ₦250,000, the estimate or invoice must come from an independent business.

Limits

The amount Pickup collects from a guest through the platform for damage or cleaning on one booking is capped at ₦500,000. For larger losses, claim through your own insurer, and Pickup shares the booking records to support the claim. See Claiming through your own insurer.

What happens next

The guest has 7 days to pay or dispute it. If they dispute the claim, a person at Pickup decides, with reasons. The decision can't be more than the claim. Repeated unfounded claims count against your performance.

The rules are in the Guest Terms and Dispute Resolution.