Reviews & Ratings Policy

Version 3.0. Effective 2 November 2026.

In short

• Reviews are two way. After a completed trip, the guest who booked can rate and review the operator, and the operator can rate and review the guest. Neither side sees the other's review until both are in or the 14 day window closes.
• The guest's review includes a score for the chauffeur or crew, and crew see the rating from the trips they worked. Boat and jet crew are never named.
• Operators who deal with a guest can see that guest's average rating and comments. A guest can read what an operator wrote about them and post one reply. A report about a guest goes to Pickup, not to other operators.
• The operator can post one public reply to each review. Replies follow the same rules as reviews.
• Reviews are never bought, sold, incentivised or faked. We do not remove a review because an operator dislikes it.
• We remove reviews and replies that break this policy or the law, and we tell the people involved why.

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 forms part of the Guest Terms, the Operator Agreement, the Crew Terms and the Content Policy. Our Terms of Use, the umbrella agreement for using Pickup, also apply. Capitalised words have the meaning given in the Guest Terms. "Protected Characteristic" has the meaning in the Nondiscrimination Policy.

1.2 Its purpose is to give Guests and Operators honest information about each other, and to comply with the Federal Competition and Consumer Protection Act 2018, including its rules against false, misleading and deceptive representations. Fake, bought or manipulated reviews mislead consumers, and we treat them as a serious breach.

2. Who can review

2.1 Guests. After a Booking is completed, the Booker may rate and review the Operator's service on that Booking, once. The rating is a score from 1 to 5 stars, with scores for details such as the chauffeur or crew, the vehicle, vessel or aircraft, and cleanliness, and an optional written review, compliments and private feedback. The rating is shown on the Operator and the Listing. A crew member's own average, from the trips they worked, is shown to them and to the Operators they work for. A review must not name or identify a boat or jet crew member.

2.2 Operators. After a completed trip, the Operator may rate the Guest from 1 to 5 stars, with an optional comment of up to 300 characters, once for each Booking. Crew do not rate or review Guests. We process Guest reviews on the basis of our legitimate interest in keeping the Platform safe.

2.3 Only a completed Booking can be reviewed, with these exceptions. A Guest may review an Operator's no show, or an Operator's cancellation of a confirmed Booking. That review is limited to the no show or cancellation and how it was handled. An Operator cancellation made for a Recognised Reason under the Cancellation and Refund Policy, such as a regulator's directive or weather, is labelled as such next to the review. The Operator cannot review the Guest in these cases.

2.4 The review window is 14 days after the trip ends, or after the no show or cancellation in clause 2.3.

2.5 A reviewer may edit their review within 48 hours of submitting it, as long as it has not been released. A Guest may withdraw their review at any time. Otherwise a review can be removed only under clause 6.

3. Publication and replies

3.1 Double blind. Neither side can read the other's review, or learn whether one exists, until both reviews are in or the 14 day window closes. Both then come out at the same moment. A review of an Operator's no show or cancellation is published when its 48 hour editing period ends. Reviews are labelled as coming from a Guest who completed a Booking (or, under clause 2.3, a Guest whose Booking was cancelled or not performed by the Operator). We do not hold back, delay or reorder a review because it is negative. Staff may hold a release while they look into a report that a review breaks this policy.

3.2 Operator replies. After publication, the Operator may post one public reply to each review, and may edit it within 48 hours of posting. The reply is posted by the Operator's account holder or a person it authorises, and appears under the review with the Operator's business name. Crew do not reply.

3.3 Guest replies. Once reviews are released, a Guest can read what the Operator wrote about them and may post one reply.

3.4 Rules for replies. A reply must be factual, polite and about the Booking. It must meet the standards in clause 4 and must not:

• reveal the other person's surname, contact details, address, identity details, payment details or anything else they said in confidence;
• disclose details of a dispute, claim or refund beyond saying that it is being handled or has been resolved through Pickup;
• threaten, shame or retaliate against the other person, or discourage others from reviewing; or
• advertise, include links or invite contact outside the Platform.

3.5 A reply can be removed under clause 6 like a review. A reply does not change the rating. Replying is the only way to respond publicly to a review, and an Operator must not contact a Guest about a review outside the app.

4. Review standards

The Content Policy and the Nondiscrimination Policy also apply to reviews and replies. Reviews must be honest, first hand and about the Booking. They must not:

• be false or misleading, or state facts the reviewer knows are untrue;
• be written in exchange for payment, credit, a discount, an upgrade or any other benefit, or under pressure;
• be written by an Operator, its staff or crew, or anyone connected to them, about itself or a connected business, or by or for a competitor;
• contain threats, harassment, hate speech, sexual, discriminatory or obscene content, or refer to a Protected Characteristic;
• disclose personal data, such as phone numbers, addresses, registration numbers, identity details, or the name or image of boat or jet crew;
• contain advertising, links or solicitation, or invite off platform contact;
• be about matters unrelated to the Booking, or about Pickup's own policies rather than the trip (send those to support instead); or
• be defamatory, infringe anyone's rights, or otherwise be unlawful.

5. What is not allowed

5.1 Incentives. No one may offer or give any payment, discount, credit, upgrade, gift or other benefit in exchange for a review, for a particular rating, or for changing or removing a review. Pickup itself does not offer incentives for reviews. Where Pickup sends a reminder to review, it goes to every Guest with a completed Booking, whatever their experience.

5.2 Operators and crew must not ask for a particular rating, ask only satisfied Guests to review, review themselves through connected accounts, pressure a Guest to change a review, or retaliate against a Guest for a review, including through a review of the Guest or a report to punish it.

5.3 Guests must not threaten a bad review, or offer a good one, to obtain a refund, upgrade or other benefit.

5.4 Fake reviews. No one may buy, sell or trade reviews, write a review of a trip they did not take, use fake or multiple accounts to post reviews, or use any automated means to post them.

6. Moderation and removal

6.1 Grounds for removal. We may decline, restrict or remove a review or reply only where:

(a) it breaches clause 4 or 5;

(b) it is unlawful, or a court, regulator or other competent authority requires its removal;

(c) we reasonably believe it is fake, incentivised or posted through a fake or connected account;

(d) the Booking it relates to was fraudulent, or the review was posted by someone who did not travel on or make the Booking; or

(e) the reviewer withdraws it.

We do not remove a review because an Operator disagrees with it, because it is negative, or because a dispute about the trip is still open.

6.2 Redaction. Where only part of a review breaks the rules, such as a phone number or a crew member's name, we may remove that part and keep the rest. Contact details are masked automatically. We do not otherwise edit reviews.

6.3 Consistency. We apply this policy in the same way to every Operator and every Guest.

6.4 Not the author. We are not obliged to monitor every review and do not verify the accuracy of opinions. We use a mix of automated tools and human review to find reviews that may break this policy, but a person makes every removal decision. Pickup is not the author of reviews or replies and does not adopt them. A review or rating is the reviewer's opinion, not a statement or endorsement by Pickup. The person who wrote it is responsible for it and confirms it is honest and first hand. An Operator indemnifies Pickup against loss caused by a reply or review that breaks this policy or the law. A Guest who is a Consumer is responsible only for reasonably foreseeable loss caused by their own breach, as the Content Policy sets out.

6.5 Reporting. Anyone may report a review or a reply using Report in the app. Reports follow the notice and takedown process in the Content Policy: report, review by a person, and removal if it breaks the rules. A person reviews a reported review or reply within 72 hours. We act on a court order, or on a notice from an authorised government agency under the NITDA Code of Practice for Interactive Computer Service Platforms/Internet Intermediaries, within 24 hours of receiving it. Where we remove a review or reply, we tell the person who posted it why, unless the law or someone's safety prevents it. We tell the reporter the outcome.

6.6 Appeals. The person who posted a removed review or reply, or the person who reported one we kept, may ask for a review of our decision within 30 days through support. A person who was not involved in the first decision considers it and decides, with reasons, within 14 days.

6.7 Legal complaints. If you believe a review is defamatory or infringes your rights, write to legal@pickupltd.com with the details.

7. How ratings and reports are used

7.1 Operator ratings. An Operator's rating is the average of the star ratings in its published reviews, shown with the number of reviews. A removed review does not count. Ratings are one factor in search ranking and Charter Elite status, alongside compliance, response and dispute records, as the Operator Agreement and the Charter Elite Standards explain.

7.2 No Operator can pay to improve its rating, its reviews or its position, and ratings are never sold.

7.3 Guest ratings. A Guest's rating is the average of the star ratings in published Operator reviews of that Guest. Operators who receive a request or Booking from the Guest can see it, with recent comments and the name of the Operator that wrote them. Pickup staff also use it in a staff only record of the Guest. It never affects the price a Guest pays, and no action is taken against a Guest automatically because of it.

7.4 Reports about a Guest. If an Operator has a concern about a Guest's conduct, it uses Report a guest in the app. A crew member reports it in the app. A report must be factual, about conduct, and must not refer to a Protected Characteristic. Reports are not shown to other Operators, are never shown to the Guest as a rating, and never affect the price a Guest pays. The Guest is not told who made a report.

7.5 What a report can lead to. A person in our trust and safety team reviews each report that reaches them. No action is taken against a Guest automatically because of a report. Where the conduct reported may breach the Community Standards, we follow the investigation process in those Standards, including telling the Guest what the concern is and hearing them before any permanent consequence, and the Guest may appeal within 30 days to a person not involved in the first decision, who decides within 14 days.

7.6 Your data. Reviews and reports are personal data. We process them on the basis of our legitimate interest, and the Operator's, in the safety of crew and the prevention of misconduct, as the Privacy Policy describes. A Guest may ask for access to their personal data under Data Protection: Your Rights. We then give the Guest the substance of any report about them: the date, the Booking and the conduct described. We withhold the identity of the person who raised it, and anything that would reveal it, because the Nigeria Data Protection Act 2023 does not require us to disclose another person's personal data where that would adversely affect their rights.

8. Licence and display

Reviews and replies are licensed to Pickup under the reviews and content provisions of the Guest Terms and the intellectual property provisions of the Operator Agreement. Reviews of Operators are shown with the reviewer's first name and the initial of their surname, and Operator replies with the Operator's business name. Pickup may show reviews and ratings of Operators on the Platform and, without changing their words, in its own marketing.

9. Consequences

Breach of this policy may lead to removal of the review or reply, loss of Charter Elite status, and the steps on the consequences ladder in the Community Standards: warning, restriction, suspension or removal, under the Account Suspension and Removal policy. Posting or procuring fake or incentivised reviews is a serious breach.

10. Contact, changes and governing law

10.1 Questions about a review: in app support or support@pickupcharter.com. Legal complaints about a review: by email to legal@pickupltd.com, effective on receipt.

10.2 We may update this policy. We give at least 30 days' notice of a material change, to Guests in the app or by email and to Operators under the notice terms of the Operator Agreement, unless a change is needed sooner by law, when it takes effect at once. A change does not affect a review already published.

10.3 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.