Raising a damage claim

Claims against a guest for damage go through Pickup's dispute resolution process, as set out in the Operator Agreement. You do not settle them directly with the guest.

Raising a claim

1. Report the damage in the app. See Reporting guest caused damage.
2. In that case, tell Pickup you want to claim the cost from the guest, and how much.
3. Add your evidence: before and after photos, video, messages and receipts.
4. Add a repair or cleaning quote, or an invoice once the work is done. If you claim more than ₦250,000, the estimate or invoice must come from an independent business and be itemised.
5. Respond to any questions from Pickup promptly.

How it is reviewed

A claim must be raised within 72 hours of the trip end. The guest has 7 days to pay it in the app or dispute it. A disputed claim is decided by a person at Pickup, on the evidence and the trip record, with reasons given. The decision can't be more than the claim. You must show the damage, that it happened on the booking, and the amount. Fair wear and tear and earlier damage are never charged.

Outcomes depend on the facts of each case. Pickup does not guarantee that a claim will succeed, how much will be recovered, or how long review will take.

What makes a claim stronger

• Timestamped before and after evidence linked to the booking ID.
• A clear listing rule the guest broke, where relevant.
• Realistic, itemised repair costs.
• Quick reporting after the trip.

Keep it in the app

Never ask the guest for money outside the app, and never deduct amounts yourself. Any amount decided is paid by the guest in the app, and then owed to you in full.

If the loss is large

Pickup can collect up to ₦500,000 per booking from the guest through the app. Any amount above that is a matter between you and the guest, and Pickup gives you both the record. Where your policy applies, claim through your own insurer as well. See Claiming through your own insurer.

The full rules are in Dispute Resolution.