Nondiscrimination Policy

Version 3.0. Effective 2 November 2026.

In short

• Nobody on Pickup may refuse, cancel, charge more or treat someone worse because of who they are.
• That covers ethnic group, tribe, place of origin, nationality, sex, religion, political opinion, disability, HIV status, the circumstances of a person's birth, age, marital or family status, pregnancy and language.
• Safety rules, certified capacity and aviation and waterway law can still limit who travels. Those limits apply equally to everyone and only as far as needed.
• Operators make reasonable adjustments for guests with disabilities, and carry assistance animals.
• Report discrimination in the app. A person investigates, gives reasons and tells you how to appeal. We can suspend or remove anyone who breaks this policy.

This summary is for convenience only. The numbered clauses below are the binding terms and govern if there is any difference.

1. About this policy

1.1 This Nondiscrimination Policy ("Policy") is issued by Pickup Technology Limited, RC 9548096, Lekki Phase 1, Lagos State, Nigeria, trading as Pickup Charter ("Pickup", "we", "us").

1.2 It forms part of the Community Standards, the Guest Terms, the Operator Agreement and the Crew Terms. Our Terms of Use, the umbrella agreement for using Pickup, also apply. Words with capital letters have the meaning given in those terms.

1.3 It applies to every user of the Platform: Guests, Bookers, Travellers, Operators and their staff, crew and business users, and to Pickup's own staff.

2. The law and our standard

2.1 The law. Section 42 of the Constitution of the Federal Republic of Nigeria 1999 protects every citizen from discrimination because of their community, ethnic group, place of origin, sex, religion, political opinion or the circumstances of their birth. The Discrimination Against Persons with Disabilities (Prohibition) Act 2018 prohibits discrimination against persons with disabilities, including in access to transport. The HIV and AIDS (Anti-Discrimination) Act 2014 prohibits discrimination because of a person's HIV status. Guests outside Nigeria may have further protections under the law of their home country.

2.2 Our standard. Our standard goes further than the minimum. On Pickup, nobody may be treated less favourably because of any of these "Protected Characteristics": ethnic group, community, tribe or place of origin; nationality; sex; religion or belief; political opinion; disability; HIV status or other health status; the circumstances of a person's birth; age; marital or family status; pregnancy; and the language a person speaks. Every user of the Platform must meet this standard as a term of their agreement with Pickup, whether or not a particular law applies to them or to the trip.

2.3 What counts. Discrimination includes direct less favourable treatment, applying a rule that puts people with a Protected Characteristic at a particular disadvantage without a lawful safety reason, harassment related to a Protected Characteristic, and treating someone worse because they complained of discrimination or helped someone else to.

3. What Operators and crew must not do

3.1 An Operator or a member of its crew must not, because of a Protected Characteristic:

(a) decline, ignore or delay a Booking request, or cancel a confirmed Booking;

(b) charge a different price, add conditions or offer a different service or standard;

(c) set Listing rules that exclude or discourage people with a Protected Characteristic;

(d) refuse to carry a Traveller, or treat them worse on the trip;

(e) make comments, jokes or gestures that demean a person; or

(f) raise a private flag about a Guest, write a review of a Guest, or post a reply to a review, that refers to a Protected Characteristic.

3.2 Reasonable adjustments. Operators must make reasonable adjustments for Travellers with disabilities where they can do so safely, including carrying assistance animals under the Service Animal Policy, allowing time to board and leave, helping with boarding where it is safe, and stowing mobility aids where there is space. If a Vehicle, Vessel or Aircraft cannot safely meet a need the Guest notified in advance, the Operator must say so before accepting the Booking.

3.3 Crew assignment. An Operator must assign crew on merit and availability, and must not exclude any crew member from trips because of a Protected Characteristic.

4. What Guests must not do

4.1 A Guest, Booker or Traveller must not, because of a Protected Characteristic:

(a) refuse an assigned chauffeur, captain, crew member or pilot, or ask for a replacement;

(b) make demeaning comments, or harass crew; or

(c) leave a review or rating that refers to a Protected Characteristic.

4.2 A Guest may raise a genuine concern about safety or conduct. A concern based on a Protected Characteristic is not a safety concern.

5. Lawful exceptions

5.1 These are not discrimination, provided they are applied equally and only as far as necessary:

(a) safety: a decision by the crew under the Passenger Acknowledgement and Assumption of Risk, for example declining to carry a Traveller who is unfit to travel or whose condition needs a medical clearance for a flight;

(b) certified capacity and physical limits: the certified passenger capacity of a Vessel, the seating, weight and balance limits of an Aircraft, or a Vehicle that cannot physically take a particular wheelchair;

(c) the law: age rules for alcohol, the rule that children travel only with a responsible adult, aviation security, identity and manifest rules, waterway rules, and the licensing requirements for chauffeurs, captains and pilots;

(d) verification: the identity and document checks every user must complete, as the Verification clause of the Guest Terms and the Verification and Compliance page describe;

(e) sanctions and financial crime: screening the law requires, applied to everyone; and

(f) a Guest's own request: the Platform has no option to choose a chauffeur's or crew member's gender. A Guest may ask the Operator by message, and the Operator may accommodate a request where it can. Pickup is neutral: it does not require, encourage or record such requests. A chauffeur or crew member must never be penalised or treated less favourably for not being chosen, and an Operator must not otherwise discriminate when assigning crew.

5.2 Where an exception is relied on, the Operator or crew must explain the reason to the Guest in the app, and the Guest may report it under clause 6 if they think it was not genuine.

6. Reporting and what we do

6.1 How to report. Report discrimination through Report a problem on the Booking, through Report this listing, or at support@pickupcharter.com. You can also report a review or reply that breaks this Policy.

6.2 Investigation. A person in our trust and safety team reviews every report, under the process in the Community Standards. We may ask both sides for their account and look at the Booking record, messages and the patterns of decisions on the accounts concerned (such as unexplained declines or cancellations).

6.3 Outcome. Where we find a breach, we may give a warning, remove a review, reply or Listing, refund the Guest, require training through the Operator, restrict, suspend or remove an Account, or remove an Operator from the Platform, depending on how serious it was. A breach by crew is treated as a breach by the Operator. We give reasons, and anyone affected may appeal within 30 days. A person who was not involved in the first decision decides the appeal, with reasons, within 14 days.

6.4 No retaliation. We do not tolerate retaliation against anyone who reports discrimination in good faith or gives evidence.

6.5 Our own systems. Pickup's search ranking and pricing tools do not use any Protected Characteristic of a Guest. Where we use automated tools to help detect patterns, a person makes every decision.

6.6 Outside routes. Anyone may also complain to the National Commission for Persons with Disabilities, the Federal Competition and Consumer Protection Commission, or another body with authority, at any time. See Dispute Resolution.

7. Changes, law and contact

7.1 We may update this Policy. We give at least 30 days' notice of a material change by email or in the app, unless a change is needed sooner by law, when it takes effect at once. Continuing to use the Platform after the change takes effect means you accept it; you may close your Account instead.

7.2 This Policy is governed by the laws of the Federal Republic of Nigeria. Nothing in it limits any right under the laws in clause 2.1. Disputes are resolved as the dispute terms that apply to you provide: Complaints and disputes in the Guest Terms, Disputes and governing law in the Operator Agreement, or Disputes and governing law in the Crew Terms.

7.3 Contact: in app support, or support@pickupcharter.com. Legal notices: by email to legal@pickupltd.com, effective on receipt.