Off Platform Booking Policy

Version 3.0. Effective 2 November 2026.

In short

• If you met through Pickup, you book, message and pay through Pickup.
• Off platform trips have no verification, no payment through Pickup, no trip record and no support. We cannot refund or trace them.
• Operators and crew must never ask for cash or a transfer. If asked, refuse and report it.
• The rule protects only introductions made through Pickup, for 12 months from your last contact or message through Pickup. It does not stop operators working elsewhere.
• The app masks contact details and common requests to pay outside it. Repeated attempts go to a person in our team.
• Breaking the rule can lead to a warning, suspension or removal, and an operator can be made to pay the commission we prove we lost.

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 policy is issued by Pickup Technology Limited, RC 9548096, Lekki Phase 1, Lagos State, Nigeria, trading as Pickup Charter ("Pickup", "we", "us"). It applies to Guests, company accounts, Operators and the chauffeurs, captains, crew and pilots an Operator engages ("crew"). It forms part of the Guest Terms, Operator Agreement, Crew Terms, Corporate Terms and the Community Standards. Our Terms of Use, the umbrella agreement for using Pickup, also apply. Capitalised words have the meaning given in the Guest Terms.

1.2 Why it matters. Pickup's safeguards depend on the trip being on the Platform. Verification, the verified crew shown in your app, payment through Flutterwave with Pickup collecting as the Operator's limited payment collection agent and paying the Operator 1 hour after the trip, the app's safety features, the trip record, support, the cancellation and refund rules and dispute resolution apply only to Bookings made and paid on the Platform. The trip record is also what an Operator's insurer and the authorities rely on after an incident.

2. What must stay on the Platform

The following must be made through the Platform when the Guest and the Operator (or its crew) were introduced through Pickup:

2.1 every Booking, including repeat Bookings, amendments and extensions;

2.2 every payment for a Charter Service, Extra, waiting time, extension or change;

2.3 all communication about a Booking, including arrangements for the trip, except a phone call to coordinate the Booking in the way the app allows; and

2.4 any damage or cleaning claim, or refund, between Guest and Operator.

3. What is prohibited

3.1 For everyone. You must not arrange, agree or pay for a trip with someone you were introduced to through Pickup outside the Platform, or encourage anyone else to.

3.2 Operators and crew must not:

• ask for or accept cash, transfers, or any payment outside the Platform, including for waiting time, fuel, tolls, parking or extras;
• give Guests personal phone numbers, business cards, social media handles or payment details to arrange future trips off the Platform;
• ask Guests for their personal contact details for that purpose;
• offer a discount for booking directly; or
• use Guest data obtained through the Platform to contact Guests outside a Booking.

3.3 Guests and company accounts must not:

• ask an Operator or crew member to take a Booking or payment off the Platform; or
• contract directly with an Operator introduced through Pickup to avoid the Service Fee.

3.4 Tips. There is no tipping in the app. A crew member may accept a cash tip a Guest offers unprompted, but must never ask for one, suggest one or make the service depend on one. See the Tips Policy. An unprompted tip is not a breach of this policy.

4. Duration

This policy applies to any Guest and Operator introduced through the Platform while either holds an Account and for 12 months from their last contact or message through the Platform, whether that was a Booking, a Booking request or a message. After that period, they are free to deal with each other directly. The restriction is limited to the introductions Pickup makes and to that period, so that it goes no further than is reasonably needed to protect Pickup's legitimate interest in the introduction, consistent with the Federal Competition and Consumer Protection Act 2018.

5. Permitted exceptions

5.1 An Operator may serve, outside the Platform, a Guest it already served before either joined Pickup, if it can show that prior relationship. It may also serve a Guest who finds it independently through the Operator's own marketing, and anyone on another platform. Trips arranged through the Platform remain subject to this policy.

5.2 Nothing in this policy stops an Operator or crew member working through other platforms or channels, or restricts competition beyond protecting the introductions Pickup makes.

5.3 In an emergency, anyone may contact anyone by any means to keep people safe. Call 112 first.

5.4 Contact about lost property, or with an Operator's insurer about a claim, is not a breach, provided no Booking or payment is moved off the Platform.

5.5 Pickup may approve other exceptions in writing.

6. Message screening

6.1 To protect Guests from off platform payment requests and fraud, the app automatically masks phone numbers, long runs of digits such as bank account numbers, email addresses, links, social media handles, and common phrases that ask someone to pay or talk outside the Platform, in messages about a Booking. An Operator cannot send contact details at all until a Booking is confirmed. The sender can see that the detail was masked. Crew and Guests see each other's phone numbers in the app only from 1 hour before a trip until 1 hour after it ends. An Operator sees the Guest's number from confirmation, to coordinate the Booking.

6.2 We screen messages on the basis of our legitimate interest, and our users', in preventing fraud and keeping payments on the Platform, and to perform the Booking contract, as the Privacy Policy explains. Screening only masks content. Repeated attempts to take a payment or contact off the Platform open a case for our team. A person reviews the messages before any action is taken against an Account, and no Account is restricted, suspended or closed by an automated system. Masked messages are kept with the Booking record for the period in the Privacy Policy, and are not used to train machine learning models.

7. If you are asked to pay off the Platform

7.1 Refuse, and report it in the app. Reports go to our trust and safety team, under the process in the Community Standards.

7.2 Payments made off the Platform are at your own risk. We cannot refund them, trace them or treat them as part of a Booking, and the Operator's insurer may refuse a claim connected to a trip that was not booked through the Platform.

8. Consequences of breach

8.1 Operators. Soliciting or accepting off platform payment is a material breach of the Operator Agreement. The response is proportionate: a warning, restriction, suspension or termination, depending on seriousness and history. Pickup may also recover, as damages, the Commission it can show it would have earned on the trips taken off the Platform, at the Commission rate in the Operator's Fee Schedule on the price actually paid. No fixed sum, multiplier or penalty applies. Pickup claims lost Commission only for off platform trips it can prove, and only after the Operator has had the chance to respond under clause 8.4.

8.2 Crew. Breach may lead to suspension or removal from the Platform, and is treated as a breach by the Operator.

8.3 Guests. Breach may lead to a warning, restriction or account closure, and loss of referral or promotional credit.

8.4 Fair process. Any step follows the Account Suspension and Removal policy: we tell you the reasons and the evidence, you can respond before any permanent consequence, and you can appeal within 30 days to a person not involved in the first decision, who decides within 14 days.

9. Changes

We may update this policy. We give at least 30 days' notice of a material change, to Operators under the Operator Agreement and to Guests and crew in the app or by email, unless a change is needed sooner by law, when it takes effect at once.

10. Contact and governing law

10.1 Report an off platform request in the app, or email support@pickupcharter.com. Legal notices: by email to legal@pickupltd.com, effective on receipt.

10.2 This policy is governed by the laws of the Federal Republic of Nigeria. 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.