Terms of service

1. About PickupLens

These terms govern your use of the PickupLens mobile app, website, customer account, private upload pages and related services. In these terms, PickupLens, we, us and our refer to the provider of these services, trading as PickupLens and operating from England, United Kingdom. Contact us at hello@pickuplens.app about the service, a purchase or a complaint.

Read these terms before creating an account, contributing evidence or purchasing a scan, particularly your responsibilities in section 2 and the liability limits and exceptions in section 11. When you purchase or start a scan through the checkout notice, you agree to these terms. The price and purchase details shown before payment form part of your purchase contract. Our privacy policy explains how we use personal information; agreement to these terms does not give permission for optional AI checks, location access or advertising measurement.

PickupLens guides you through recording the condition of a rental vehicle at collection and, if you choose, at return. It can help you capture evidence, check coverage, review possible damage and create a condition report for your records or to share.

PickupLens is an evidence-recording and review aid, independent from your rental company unless we clearly tell you otherwise. It is not insurance, a damage waiver, a professional vehicle inspection, legal advice or a guarantee against rental charges. It does not take over your rental agreement or your responsibility for the vehicle.

2. Your inspection and rental responsibilities

• Inspect the vehicle yourself at collection and return. Check for damage and missing items even when PickupLens shows no finding or says a check is complete. Add photos or notes for anything missing from the record.
• Report damage and concerns directly to the rental company using its required process and deadlines, and keep any acknowledgement. Creating a PickupLens report does not notify the rental company. Do not wait for an upload, analysis or report before taking a time-sensitive step.
• Review vehicle details, originals, suggested findings and the finished report for accuracy and completeness. You decide what to include and share; automated suggestions do not replace your judgement or inspection.
• Follow your rental agreement, including care of the vehicle, permitted use, fuel or charge, mileage, accessories and return requirements. You remain responsible for charges you lawfully owe under that agreement and for handling or disputing them with the rental company. PickupLens does not pay or insure those charges. Your separate rights if we breach our obligations are explained in section 11.
• Check that uploads have completed and keep independent copies of evidence needed for a claim or dispute. Take reasonable steps to avoid or reduce a loss.
• Get professional or legal advice when a dispute, safety concern or significant charge requires it.

3. Automated results and evidence

Optional AI checks suggest visible areas or possible damage for you to review. The provider is named before you allow image sharing, and you can turn checks off in Settings while continuing capture, backup and manual review. The privacy policy explains the information shared and your choices. A scan does not promise a particular model or provider.

Image checks may miss some or all damage, including damage visible in the photos you provide. We do not guarantee that any damage will be detected. Vehicle identification and capture guidance can be incorrect, and image checks can identify something that is not damage or place a highlight incorrectly. Lighting, angle, dirt, weather, distance, hidden surfaces, connectivity and device capabilities affect results. A completed check or absence of findings does not certify complete coverage, a damage-free vehicle or safety to drive.

Readings, notes and checklist entries, including mileage, fuel or charge, interior condition and accessories, are your records, not independently verified measurements. Review them yourself. Suggestions do not determine the cause, age or significance of damage, liability or repair cost.

Photos and videos remain your evidence; annotations and reports are separate versions. Imported videos keep their existing audio and metadata. Import or upload time is not proof of recording time, and device-reported time or location is not independent verification. Integrity checks do not establish who caused damage. PickupLens does not provide an independent trusted timestamp or guarantee acceptance by a rental company, insurer or court.

Collection and return are separate records. A difference between them does not by itself show that you caused damage. We do not automatically send your evidence to a rental company or decide your liability.

Share private upload links only with intended contributors and provide only footage you have the right to upload. Links allow contributions for one hour, not downloads of your original evidence.

4. Your account

Use your supported Apple or Google sign-in to return to your scans, or connect another supported sign-in in Settings. Separately created accounts, evidence and credits are not automatically merged.

Provide accurate information and keep your device and sign-in account secure. Contact hello@pickuplens.app promptly if you believe someone has accessed your PickupLens account without permission. We do not ask you to share your Apple or Google password with support.

You must be an adult, able to enter into a binding contract and legally entitled to record or take responsibility for the vehicle. If you invite someone to contribute through a private upload link, explain what the upload is for. Contributors must have the right to provide their footage and follow the safe and lawful use requirements in these terms.

5. Capture safely and lawfully

• Only record a vehicle or location where you are allowed to do so, and follow local laws, site rules and your rental agreement.
• Avoid recording people, personal information or unrelated property where reasonably possible, and review your evidence before sharing it.
• Stay aware of traffic, moving vehicles and other hazards while walking around the vehicle.
• Never capture or review a report while driving.

6. Purchases and used credits

The store shows the price and currency before you confirm payment. Checkout shows how many report credits you are purchasing: one credit or a pack of ten. Each report credit provides one collection scan and one optional return scan for the same rental at no additional charge. One credit is used when you start a collection scan; any remaining credits stay in your PickupLens account for future rentals. It is a one-time purchase, not a subscription. Mobile-data or connectivity charges are separate and depend on your network provider.

A scan credit belongs to your PickupLens account and is consumed when a collection scan starts. Checking vehicle details does not consume a credit. The optional included return becomes available after the collection report is completed.

Purchases are processed by the App Store or Google Play and verified before a credit is available. If payment appears to have completed but a credit is missing, use Check purchases in Settings or contact hello@pickuplens.app with the store receipt. Do not purchase again simply to retry verification.

We do not offer discretionary change-of-mind refunds for a consumed credit, including if you choose not to finish the report or use the included return. This does not remove statutory cancellation rights, remedies for faulty, misdescribed or inadequately supplied services or digital content, or rights under the applicable store policy. Contact hello@pickuplens.app about a service problem; you can also use the store’s refund process. That process does not replace our legal obligations.

Where a statutory cooling-off right applies, the usual UK period is 14 days starting the day after the contract is made. Cancel within the applicable period by emailing a clear statement to hello@pickuplens.app, with your account email and purchase reference; no special form is required. Any statutory cancellation refund is made within the legal deadline, normally 14 days after you notify us, through the original payment method unless you agree otherwise.

A statutory cancellation right ends on full performance of a service only where the required express request and acknowledgement have been obtained. Any charge for service supplied before cancellation also depends on the required advance information and request. For digital content, any earlier loss of cancellation rights requires the legally required express consent, acknowledgement and confirmation. Consuming a credit or accepting these terms alone does not waive those rights. The remedies in section 11 remain available after a credit is used.

A refunded or cancelled purchase may lose its unused credit. A completed report is not silently deleted because of a refund. Deleting your account does not submit a refund request.

7. Your content and our intellectual property

You keep any rights you hold in the photos, videos, evidence and notes you provide. You give PickupLens a non-exclusive permission to store, copy, process, display to you, and create report or analysis versions only as needed to provide, protect and support the service, including through the providers described in our privacy policy. Optional AI processing still requires the separate permission explained above. This permission does not allow us to sell your evidence or use it in advertising or a model-training programme. It ends when the relevant content is deleted, apart from any limited retention allowed by law and explained in our privacy policy.

You must have the right to provide the content you capture. PickupLens does not take ownership of your rental evidence simply because you use the service.

You may use the service and export or share your own reports for lawful purposes. Keep the report’s source and revision information intact when relying on it as evidence.

PickupLens and its licensors retain their rights in the software, designs, branding and other service materials. Your purchase gives you permission to use the service for its intended purpose; it does not transfer ownership of our technology or grant rights to reproduce or commercially exploit it. Do not copy, redistribute or reverse-engineer protected service materials except where applicable law or the relevant licence permits it. These restrictions do not prevent you from accessing or sharing your own evidence and reports.

8. Acceptable use

• Do not provide unlawful, deliberately false, harmful or infringing content.
• Do not try to bypass security, interfere with PickupLens, access another customer’s information or misuse the service.
• Do not use private upload links for unrelated uploads, bulk extraction, impersonation, harassment or infringement of another person’s privacy. Do not introduce malicious files or use the service to investigate people unrelated to a vehicle condition record.
• Do not present an edited image as an untouched original or use a report to deliberately mislead another person or organisation.

9. Saved evidence and report revisions

A photo or video saved on your device is not backed up until PickupLens confirms it has uploaded. Uploads and checks may pause if a connection is unavailable, the app is interrupted or the service needs to retry. Keep the source files until the upload is confirmed.

Review the evidence before finalising a report. A final report preserves its original evidence list and findings at that point. Later corrections use a new revision with an amendment history; they do not silently replace the earlier report.

Download copies of evidence you may need for a claim or dispute and before deleting your account. Evidence remains available while your account is open under the retention policy; this is not a permanent archival-storage service. Logging out or uninstalling does not delete your server account.

When you export or share a report, the recipient can keep a copy. Closing your account cannot withdraw files already downloaded or shared outside PickupLens.

10. Availability and changes

PickupLens depends on your device, camera permissions, connectivity and services provided by other organisations. We use reasonable care and skill in providing the service, but we cannot promise that every feature will always be available or that every upload or analysis will finish without interruption.

We may make changes to maintain security, meet legal requirements or improve the service. We will explain material changes that affect an existing purchase or your rights. Changes to these terms apply from the date stated with the change; we will not retrospectively remove rights attached to an earlier purchase. Where a change needs your agreement, we will ask for it. If we need to end a paid service, we will give reasonable notice where possible, provide an opportunity to export evidence and address any remedy due under consumer law.

11. Liability limits and your legal rights

PickupLens provides the recording and review service described in these terms. We do not assume your liability to a rental company, insure your vehicle or guarantee that any damage will be detected or any charge avoided. A missed finding, disputed report or rental charge does not by itself establish that we breached our obligations. We remain required to provide the service with reasonable care and skill and honour binding information about it.

We are not responsible for a loss that our breach did not cause, or a loss that was not reasonably foreseeable when the contract was made. A loss is foreseeable if it is an obvious possible consequence or both parties knew it could happen. Rental damage, excess, repair, fuel, cleaning, late-return and administration charges remain matters under your rental agreement; you can recover such a loss from us only where the applicable law makes us responsible for it, including where it was foreseeably caused by our breach. We do not control third parties’ decisions about evidence or disputes.

You must take reasonable steps to avoid or reduce loss, including inspecting the vehicle, reporting concerns on time and keeping evidence. Your failure to do so may reduce compensation to the extent allowed by law. It does not excuse our own breach or require you to pay our legal costs or indemnify us for our failures.

Exceptions to the cap: nothing in these terms excludes or limits liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. The cap does not restrict statutory cancellation, refunds, repeat performance, price reductions, mandatory remedies for faulty digital content, or rights to compensation under data-protection law. Our duties to use reasonable care and skill and honour binding information about the service remain. If consumer law entitles you to compensation above the cap, including for our breach of those duties, the cap does not limit that entitlement.

Subject to those exceptions, wherever legally enforceable, our total liability arising from a paid collection scan is capped at the amount you paid for the scan credit used for that collection scan, including any tax. This is one combined cap for the collection scan, its included return scan and their associated evidence, checks, reports and revisions, not a separate cap for each photo, finding or claim. It applies to claims under the contract, negligence or any other legal basis. A later refund does not reduce the price used to calculate the cap.

If a claim concerns more than one paid collection scan, the combined cap is the total price paid for the affected scan credits. The cap does not apply to unpaid use or to claims unrelated to a paid scan. It is not enforceable where it would be unfair under applicable consumer law; in that case your entitlement is determined by that law. Agreeing to these terms does not waive mandatory protections available in your country.

12. Restricting or closing an account

We may restrict access where reasonably necessary to protect customers or evidence, investigate serious misuse or comply with the law. Any restriction should be proportionate. We will explain the reason and how to ask for a review unless doing so would compromise security or a legal obligation. You can contact hello@pickuplens.app to challenge a restriction.

Request account deletion in the app’s Settings or the website’s Your reports page. If you cannot sign in, use the account-deletion page or email hello@pickuplens.app. We may verify your request. Access is blocked once accepted; deletion starts after a 24-hour delay so outstanding uploads can expire and may take longer if steps need retrying. Our privacy policy explains removal and separate retention.

Download anything you want to keep first. Account deletion removes access to reports, unused credits and the included return scan. It does not cancel your legal rights or automatically refund a purchase. Contact us before deleting if a missing purchase or an unresolved service problem needs investigation.

13. Contact, complaints and applicable rights

Email hello@pickuplens.app with a question or complaint. Include enough information for us to identify the scan or purchase, but do not send passwords, payment-card details or unrelated personal information. We will investigate and explain the outcome fairly and promptly.

These terms and disputes relating to them are governed by the law of England and Wales. If you are a consumer, this choice does not take away mandatory protections under the law of the country where you normally live. You may bring a claim in the courts available to you under those laws, including your home courts where applicable; these terms do not require you to bring every claim in England.

If part of these terms cannot be enforced, the remaining terms continue so far as the law allows. A delay in exercising a right does not waive it. No transfer of our service or contract to another provider will remove your consumer rights or reduce the protections promised for an existing purchase.

Last updated: 27 October 2026.