To maintain high standards, there are circumstances where we may block or suspend a driver’s account, meaning that you won’t receive booking offers and any pre-booked trips will be cancelled.
Account blocked
If your account is blocked, you’ll see a banner on the app’s main screen explaining the specific reason.
Account suspension due to serious concerns
This can happen if there’s an allegation or issue involving serious concerns, such as:
- A report or notice from the police regarding a criminal offense, whether or not it occurred while driving with Freenow.
- Evidence or suspicion that your account was shared with someone else, even if they have a valid Hackney Carriage Licence.
- Completing trips using a vehicle other than the one registered on your account, even if it’s validated on our platform.
- Allegations of actions that seriously risked the safety of passengers or the public.
- Breaching conditions of your taxi licence.
- Notification from Transport for London (TfL) that your licence has been suspended.
- Breach of the Terms and Conditions of Use of the application
- Breach of the Freenow Anti-Fraud Policy
While we conduct an investigation, we’ll notify you in writing and report the situation to TfL, as we’re obliged to do as a licensed taxi operator.
Prebooking suspension due to cancellation
Pre-books are important for passengers who rely on you to be on time. Every successfully completed pre-booking not only earns you a fare but also helps build reliability, leading to more future opportunities and steady income.
To maintain a reliable experience for passengers, we operate a monitoring system that identifies drivers who repeatedly cancel or fail to complete pre-booked trips. Each time you are automatically blocked from pre-books within the driver app counts as one instance.
How to protect your access to pre-bookings:
Go online: Open the app and go online 30 minutes before pickup.
Activate on time: Activate the trip as soon as the app notifies you.
Drive promptly: Timely arrivals lead to better service and higher ratings.
Don’t cancel last minute: Please cancel at least 30 minutes before the pickup time to avoid a block.
Cancelling a pre-booking may result in a 24-hour restriction from accepting pre-bookings. Your access will be automatically restored once the restriction period has passed. Please note that this block cannot be manually removed.
If the Prebook Policy is repeatedly breached within a short period, progressively longer restrictions may apply.
We strongly advice to review the Prebook Policy in the Prebook section of the driver app.
Account suspension due to documentation
If any documents are missing or have expired, your account will be suspended until they are updated.
To do this, upload your required documents via the Freenow Portal. Once the update has been made, the verification process can take up to 24 hours.
You can consult the documentation checklist to see exactly what you need to submit: