Cancellation and Refund Policy

Version 3.0. Effective 2 November 2026.

In short

• Your cancellation option is fixed when you book. A trip under 24 hours uses the operator's short option, and a trip of 24 hours or more uses its long option. The option sets the notice window, and a later change to the listing does not affect it.
• Cancel before the notice window and you get everything back, less the actual card or bank cost the provider charged. Inside it, before the start, you get half back, less those costs, plus any road levy in full. After the start, or a no show, you get nothing but the levy on a car trip that did not take place.
• Jet deposit: if you have paid only the deposit and you cancel, or miss the balance deadline, inside the notice window, you lose the whole deposit. It covers positioning and lock-out costs.
• If the operator or Pickup cancels for a reason that is not your fault, or the car, boat, aircraft or crew does not match the app and you refuse it at pickup, you get a full refund, including processing costs. If you broke the rules, your own option applies. If you brought a prohibited item, only the road levy comes back.
• Refunds go back to your original payment method, in naira, within 5 business days of Pickup sending them. Your bank may take longer. Your refund never depends on us first recovering money from the operator.
• Operators: a confirmed booking is a promise. Part D sets out when a cancellation counts against you, what it costs you and how to challenge it.

This summary is for convenience only. The numbered clauses below govern.

1. About this policy

1.1 This Cancellation and Refund Policy is issued by Pickup Technology Limited, RC 9548096, Lekki Phase 1, Lagos State, Nigeria, trading as Pickup Charter ("Pickup", "we", "us"). It forms part of the Guest Terms and the Operator Agreement. Our Terms of Use, the umbrella agreement for using Pickup, also apply. Capitalised words have the meaning given in the Guest Terms and the Payments Terms.

1.2 The Charter Contract is between you and the Operator. The Operator chooses the cancellation options for its Listing, and the option that applies to your trip is a term of the Charter Contract. Pickup applies it, and handles any refund, as the Operator's limited payment collection agent for the Booking Value, and for its own account for the Service Fee.

1.3 The cancellation option for your trip is fixed when you book. A later change to the Listing does not affect it.

1.4 Nothing in this policy limits any right or remedy you have under the Federal Competition and Consumer Protection Act 2018 or other law that cannot be excluded.

Part A: Cancellation

2. What you get back, and when

Every Booking has the same two refund levels. Only the notice window changes from one option to another.

Processing Costs are the actual card and bank costs the Payment Provider charged on your payment (clause 14.1). The road levy on a car trip is refunded in full whenever the trip does not take place. No other cancellation charge may be made, by Pickup or by the Operator.

The jet deposit. The 20% deposit on a jet Booking is part of the Total Price, and it covers the Operator's aircraft positioning and lock-out costs. If you have paid only the deposit and you cancel inside the notice window, or your balance deadline passes inside it, you lose the whole deposit and nothing comes back. If you cancel, or the deadline passes, before the window starts, the deposit comes back, less Processing Costs. At checkout you must tick a required, unticked box that says so.

3. The four cancellation options

Each Operator chooses one option for trips under 24 hours, and may choose another for trips of 24 hours or more, including multi day Bookings. The Listing shows the option for the trip you choose before you pay, your Booking Confirmation repeats it, and it is fixed when you book. If a Listing shows no option, Flexible applies.

The refund levels in section 2 apply to every option, including the less Processing Costs and road levy rules.

4. If the Operator cancels

4.1 Refund first. If the Operator cancels a confirmed Booking, you receive a full refund of the Total Price straight away, including Processing Costs. We then show you up to two comparable Listings from other verified Operators for the same time, at a price no higher than you paid, which you can book at checkout if you wish.

4.2 Crew who do not turn up. If the Operator's chauffeur or crew does not turn up, report it in the app within 24 hours of the booked start. A person decides. We may move your Booking to another verified Operator at no extra cost, or refund you in full, including Processing Costs.

4.3 If Pickup moves your Booking. If Pickup moves your Booking to another Operator, you are never charged more, and you can cancel before the trip for a full refund.

4.4 If the Operator cancels because of you. If the Operator cancels because you or a Traveller broke the Guest Terms, the refund is the one your own cancellation option gives at that time. If it cancels because of a prohibited item, only the road levy comes back. Either way, a case opens and the Operator's money is held until Pickup has checked the reason. If Pickup finds the reason is not made out, it puts your refund right.

4.5 If Pickup cancels. If Pickup cancels a confirmed Booking for a reason that is not your breach, you receive a full refund, including Processing Costs. If Pickup cancels because of your serious breach of the Guest Terms, clause 4.4 applies.

4.6 Your other rights. This does not limit any claim you have against the Operator for loss caused by its cancellation.

5. Major disruptive events, weather and safety

5.1 If weather, water conditions, air traffic restrictions, a regulator's directive or another major disruptive event prevents the trip and the Operator cancels, or Pickup has declared a major disruptive event that covers your trip and either of you cancels, you receive a full refund of the Total Price, including Processing Costs, less only a proportionate amount for any part already delivered. Your refund never waits for any recovery from the Operator.

5.2 The Major Disruptive Events Policy explains which events qualify and how they are handled. Where it applies, it overrides the refund levels in section 2.

5.3 Boats. Boat trips run in daylight only: departure after sunrise and return before sunset. If the captain delays, shortens or cancels a trip because of weather, water conditions, daylight or a LASWA, NIWA or NIMASA directive, clause 5.1 applies. Where the Operator offers a new date instead, you may take the full refund. The captain's safety decision is final at the time it is made.

5.4 Aircraft. If a flight is prevented, delayed or diverted by weather, air traffic control, an airspace restriction, an NCAA directive or the pilot in command's safety decision, clause 5.1 applies.

6. No shows and trip start

6.1 Guest no show. If no Traveller is at the pickup point, the crew may record a no show and leave only after they have marked their arrival in the app and 60 minutes have passed since the booked start. A Guest no show is treated as a cancellation at the scheduled start, with no refund, except the road levy in full on a car trip.

6.2 Chauffeur or crew no show. If your chauffeur or crew does not arrive, report it in the app within 24 hours of the booked start. Clause 4.2 then applies.

6.3 Trip start. No code is used. A car or boat trip starts automatically at its booked start time, and a jet trip starts at wheels up. Reporting a problem does not stop the start.

7. Other situations

7.1 Mismatch. If the chauffeur, captain, crew, Vehicle, Vessel or Aircraft that arrives does not match the app, do not travel. You can refuse it in the app at pickup, from 1 hour before the booked start until 1 hour after it, and you get a full refund, including Processing Costs. A case opens so that Pickup can hear the Operator's side. Outside that time, report it under Dispute Resolution, and a person decides.

7.2 Suspension. If a Listing's required document expires between confirmation and your trip, the Listing is paused and your Booking is cancelled automatically, with a full refund, including Processing Costs. We then show you comparable Listings as clause 4.1 describes.

7.3 Trips that stop part way. If a multi day or multi segment Booking stops after it has started through no fault of yours, you are refunded for the days or segments not delivered. If the Operator cancels a car trip under way because of a breakdown, you get a full refund. If the crew end a trip because of a Guest's serious breach of the Community Standards, nothing is refunded for the undelivered part.

7.4 Changing instead of cancelling. You may ask to change a Booking instead of cancelling. The Operator may accept or decline. If it declines, your original Booking and its cancellation option stay in place. A change the Operator accepts keeps the cancellation option of the original Booking, unless the app shows otherwise before you confirm the change.

7.5 Crew changes. The Operator can change the crew. You are told in the app, and you do not need to do anything: on a car Booking, you see the new chauffeur's name and photo; on a boat or jet Booking, you are told by role (for example "Your captain has changed"). A change of crew alone does not give a right to cancel with a refund, but clause 7.1 still applies if who arrives does not match the app.

7.6 Replacement car, boat or aircraft. If the Operator offers another of its own cars, boats or aircraft at the same price, you can accept it, or refuse it and cancel for a full refund, including Processing Costs. You have 2 hours to answer, or until the scheduled start if that is sooner. If you do not answer in that time, your Booking is cancelled and you get a full refund, including Processing Costs. We never move you to a car, boat or aircraft you did not accept. If you accept it, a later cancellation follows section 2, and clause 7.1 still applies if what arrives does not match the app.

7.7 Verification and manifest not completed. You pay first and verify after booking, and checkout warns you of this rule before you pay. The deadline is 24 hours before the start for cars and boats (or the start itself if you book after that point) and, for jets, the Passenger Manifest deadline: 24 hours before departure for international flights and 6 hours for domestic flights. A jet booked after its deadline has 2 hours from booking, and never past wheels up. Most manual ID reviews finish within 24 hours; some take up to 3 working days. Reminders are sent 48, 24 and 2 hours before the deadline. If no identity check has been approved or submitted, or for a jet the Passenger Manifest has not been submitted, at the deadline, the Booking counts as your cancellation at the deadline, and the refund follows your cancellation option as if you had cancelled then. If you booked after the usual deadline and miss yours, it counts as cancelling just before the start, inside the notice window. If your check was submitted before the deadline and is still in review when it passes, you are not treated as cancelling, and the trip can start while we finish the review. A request the Operator has not accepted when the deadline passes is refunded in full, including Processing Costs.

7.8 Jet balance not paid. If the balance of a jet Booking is not received by its deadline, the Booking counts as your cancellation at that moment, and the refund follows your cancellation option as if you had cancelled then. Section 2 explains what happens to the deposit. The Payments Terms explain the jet payment rules.

7.9 Short notice jets. A jet booked less than 5 days ahead and within the card limit is charged in full at checkout. There is no card hold. If the Operator declines or the request lapses, you are refunded in full, including Processing Costs.

7.10 Missing jet passenger. A passenger who is not on the approved Passenger Manifest, or who does not arrive, cannot board. The flight goes ahead and there is no refund for that seat.

7.11 Payouts already made. No part of your payment goes to the Operator before the trip starts. If a refund is due to you after the Operator has been paid, it is still paid to you in full, and Pickup recovers it from the Operator.

7.12 Weapons and prohibited items. If the Operator cancels because you or someone in your party has a weapon or prohibited item under the Weapons and Prohibited Items Policy, only the road levy comes back, and clause 4.4 applies. If the trip has already started, the part not delivered is not refunded.

8. How to cancel

8.1 Cancel in the app from your Booking. Before you confirm, the app shows the cancellation option, the notice window and the exact amount you will get back.

8.2 The time recorded by the Platform, in Lagos time, is the time of cancellation. A reason is recorded.

8.3 A request that the Operator has not yet accepted can be withdrawn at any time, and you are refunded in full, including Processing Costs.

Part B: Refunds

9. When a refund is due

Where a row gives 100%, the refund includes the Service Fee, Taxes and Processing Costs. The road levy on a car trip is refunded in full whenever the trip does not take place, whichever row applies. The exact amount is shown before you confirm a cancellation.

10. Service not as described

10.1 Reporting. If the Charter Service was materially not as described (for example, a different class of Vehicle or a Vessel without the listed features), report it in the app during the trip or within 72 hours after it ends, with any photographs. We will still consider a later report where you could not reasonably have reported it sooner, for example because of illness or an incident on the trip.

10.2 Smaller issues. For a service issue that does not involve safety, such as lateness or cleanliness, start a request in the app. The Operator has 24 hours to reply. If it does not reply, or you do not accept its reply, ask us to step in. A no show, a mismatch, a safety issue or suspected fraud can come to us straight away.

10.3 How we decide. An open case holds the Operator's whole payout for that Booking until it is decided. If the Operator has already been paid, Pickup refunds you and recovers the amount from the Operator. We ask both sides for evidence within 72 hours, and decide with reasons against the Listing, the trip record and the evidence, within 3 Business Days of stepping in. We may award a partial or full refund of the Total Price.

10.4 What a refund is. A refund returns money you paid through the Platform. It is not compensation for other loss. Any claim for other loss, damage or injury is against the Operator and its insurer. Pickup does not sell insurance. It will share booking records to support a claim. See Insurance Information and the Dispute Resolution policy.

11. How refunds are paid

11.1 Original payment method. Refunds go back to the card or bank account you paid from. A bank transfer is refunded to the account it came from. A refund on a card in another person's name goes back to that card, if you used it with the cardholder's authority. If the original method is not possible (for example, a closed card or account), we will pay to another account in the Booker's name after verifying it. We make no other refund to a third party.

11.2 Currency. Refunds are in naira. We do not apply an exchange rate. If your card is in another currency, your bank converts the refund, and we are not responsible for exchange rate movements or for charges your bank makes.

11.3 Credit. The part of a payment made with wallet credit or a promo code is returned as credit, with its original expiry date, not as cash. See the Promotional Credit Terms. We never replace a money refund you are entitled to with credit unless you choose credit yourself in the app.

11.4 Company Accounts. A refund on a trip on a Company Account goes back to the payment method that paid for the trip, and a cancelled trip is left off the Company's monthly invoice, as the Corporate Terms describe.

11.5 Closed Accounts. Closing your Account does not cancel a refund already due. We pay it as this clause describes.

12. Timing

12.1 We send the refund promptly and in any event within 5 Business Days of your entitlement arising.

12.2 It goes back to your original payment method within 5 Business Days of Pickup sending it. Your bank may take longer, and this is outside our control. We give you the refund reference on request so your bank can trace it.

12.3 If a refund we sent has not reached you within 15 Business Days, tell us in the app. We will chase the Payment Provider and give you an update.

13. Your refund does not depend on the Operator

If you are entitled to a refund, we pay it whether or not we have recovered the money from the Operator, including where the Operator has already been paid. Recovering it from the Operator is our concern, not yours.

14. Deductions

14.1 Processing Costs. On a guest cancellation, Pickup keeps the actual card and bank cost the Payment Provider charged on your payment, and shows the amount on the refund. It is never a flat or estimated amount, and Operators get no share of it. Checkout tells you this before you pay. If the Operator or Pickup cancels for a reason that is not your fault, a major disruptive event prevents the trip, or a row in section 9 gives 100% of the Total Price, your refund is in full, including those costs. No other amount is deducted for processing, and no cancellation charge is made by Pickup or the Operator beyond your cancellation option.

14.2 Other deductions. We may deduct from a refund, with a notice showing the amounts, any referral or promotional credit wrongly obtained, a duplicate amount you recovered by Chargeback, or any amount you owe under the Guest Terms, such as an accepted or decided damage amount.

15. Chargebacks

15.1 Please contact us before raising a Chargeback. Most refund issues are resolved faster in the app.

15.2 If you raise a Chargeback for a trip that was delivered, we will give the trip record and related evidence to the Payment Provider and card scheme.

15.3 If you receive a refund and also succeed in a Chargeback for the same amount, you must repay the duplicate. A Chargeback raised in bad faith breaches the Acceptable Use Policy.

Part C: General

16. Repeated cancellation

Repeated cancellation without good reason, by a Guest or an Operator, may lead to a warning, a restriction or closure of the account under Account Suspension and Removal.

17. Disputes

If you disagree with a cancellation or refund decision, use the Dispute Resolution policy and the Complaints and disputes section of the Guest Terms. You may complain to the Federal Competition and Consumer Protection Commission (FCCPC) at any time.

18. Questions, changes and law

18.1 If you think a cancellation or refund has been handled wrongly, raise it through in app support from the Booking, or email support@pickupcharter.com.

18.2 We may update this policy with at least 30 days' notice in the app or by email of a material change. A change required by law or for safety takes effect immediately. You accept a new version as the Guest Terms or the Operator Agreement describe, or you may close your Account instead. A change never applies to a Booking already confirmed, and never reduces a refund already due.

18.3 Notices. Notices to Pickup are given by email to legal@pickupltd.com and take effect when received. Notices to you are given in the app or to the email address on your Account.

18.4 This policy is governed by the laws of the Federal Republic of Nigeria. Disputes are resolved as the Guest Terms or, for Operators, the Operator Agreement provide. Guests who live in the United Kingdom or the European Union keep their right to claim in their home courts and their mandatory consumer rights.

Part D: Operators

19. How this Part works

19.1 This Part is the operator side of this policy, and it forms part of the Operator Agreement. In this Part, "you" means the Operator. Parts A to C set out what the Guest receives, and the two are read together. Payouts follow section 14 of the Payments Terms.

19.2 Nothing in this Part limits a Guest's rights under the Federal Competition and Consumer Protection Act 2018 or any other consumer protection law, or a Guest's claim against you for loss caused by your cancellation.

20. When a Guest cancels

20.1 Your options. For each Listing you choose one cancellation option for trips under 24 hours, and you may choose another for trips of 24 hours or more. The Guest sees the option before paying, and it is repeated in the Booking Confirmation. The option is fixed for that Booking when the Guest books. A change to a Listing's options applies only to later Bookings.

20.2 What you receive. When a Guest cancels, the refund follows the Guest's option and Parts A and B. You receive your share of what the Guest does not get back, in the same proportion as your payout, 1 hour after the trip would have ended. You get no share of the road levy or the Processing Costs. This includes your share of a jet deposit the Guest loses under section 2.

20.3 Payouts already made. Nothing is paid to you before the trip starts. Where a refund is due to the Guest after you have been paid, it is recovered from your next payouts under the Payments Terms.

20.4 Verification, manifest and unpaid balances. If the Guest's identity check is not done by its deadline, a jet Passenger Manifest is not submitted by its deadline, or a jet balance is unpaid at its deadline, it counts as the Guest's cancellation under clauses 7.7 and 7.8. You receive what clause 20.2 gives you.

20.5 Guest no show. If no Traveller is at the pickup point, your crew may record a no show only after they have marked their arrival in the app and 60 minutes have passed since the booked start. It is treated as a Guest cancellation at the scheduled start. A false no show record is a serious breach of the Operator Agreement.

20.6 No other charge. No other charge may be made to a Guest for cancellation, by you or by anyone on your behalf.

21. When you cancel

21.1 Recognised reasons. A confirmed Booking is a promise. If you must cancel, do it in the app as soon as you know, and give your reason. These are the recognised reasons:

(a) safety: the trip cannot be performed safely, including weather, sea state, visibility, security conditions or a Guest's unsafe conduct;

(b) an authority: a lawful direction of an authority, the daylight only rule for boats, air traffic control, an airspace restriction, or an NCAA, LASWA, NIWA or NIMASA directive;

(c) a breakdown: sudden failure of the booked asset, or an aircraft found unserviceable by your engineers;

(d) force majeure: a Force Majeure Event as defined in the Guest Terms, including an event declared under the Major Disruptive Events Policy;

(e) guest breach: the Guest asks for something unlawful, exceeds capacity, refuses security screening, or breaches the Acceptable Use Policy; or

(f) a prohibited item: a weapon or other item the Weapons and Prohibited Items Policy forbids.

21.2 Evidence. Upload evidence for a recognised reason within 24 hours of cancelling, for example a photograph of the fault, a weather or water advisory, an authority's direction, or the messages showing the Guest's request. A public notice or report can support force majeure. If no evidence arrives in time, the cancellation counts against you.

21.3 Every other cancellation counts. You can cancel without a recognised reason, but it counts against you. Examples are a double booking, a better offer, staff unavailability, or a lapsed document or insurance.

21.4 Safety comes first. A cancellation for a safety reason is never penalised if the reason was genuine, even if it later turns out the trip could have gone ahead. The captain of a vessel and the pilot in command of an aircraft have final authority on safety, and Pickup never overrides them.

21.5 Delays and diversions. A boat trip delayed or shortened by the captain for weather, water conditions or to return before sunset, and a flight delayed or diverted by weather, air traffic control, an airspace restriction or an NCAA directive, is handled under section 5 and does not count against you.

21.6 Empty legs. You may cancel an empty leg Booking if the main flight it depends on moves or no longer operates. The Guest gets a full refund, and it does not count against you.

22. What the Guest receives when you cancel

22.1 Whatever the reason, the Guest receives a full refund, including Processing Costs, and sees comparable Listings as clause 4.1 describes. The only exceptions are guest breach and a prohibited item, where clause 4.4 applies: a case opens, and your share waits until Pickup has checked the reason.

22.2 If Pickup declares a major disruptive event, that policy overrides this Part for the Bookings it covers. The Guest receives a full refund, nothing is recovered from you, and the cancellation does not count against you.

23. What it costs you

23.1 Moves by Pickup. If you fail a Booking, or are about to, Pickup may move it to another operator or to other crew of yours. Your payout for that trip is forfeited, and anything already paid comes back from your next payouts. Any charge for this in your Fee Schedule also applies, unless you never accepted the request.

23.2 Recovery. A refund properly paid to a Guest is recovered as a deduction under the Payments Terms, even if you dispute the failure. If your challenge succeeds, we adjust the amount.

24. Your cancellation rate

24.1 How it is measured. Your cancellation rate is the cancellations that count, divided by the Bookings you accepted, over a rolling 90 days. It is shown in the operator dashboard.

24.2 Late notice. Cancelling close to the start causes the most harm. A cancellation within 24 hours of the scheduled start counts twice. An earlier one counts once.

24.3 Levels.

24.4 Charter Elite. Charter Elite requires a cancellation rate under 2%. See the Charter Elite Standards.

25. Challenging a cancellation

25.1 If you think a cancellation was wrongly counted, challenge it in the app within 7 days. A person who did not make the decision reviews the evidence and decides within 14 days. If it changes, your rate and any cost allocated to you are corrected.

25.2 We give at least 30 days' notice of a material change to this Part in the dashboard and by email. A change never applies to a Booking already confirmed. Questions: operator support in the dashboard. Legal notices: legal@pickupltd.com.