At FREENOW, passenger safety is our top priority. To maintain high standards, there are circumstances where we may suspend or block a driver’s account. Here’s what you need to know:
Why is my account suspended?
A suspension means your account is temporarily disabled while we conduct an investigation. This can happen immediately 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.
If your account is suspended, we will notify you in writing and report the matter to TfL in compliance with our obligations as a licensed taxi operator.
Why is my account blocked?
If your account is blocked, you’ll see a banner on the app’s main screen explaining the specific reason.
While blocked, you can still access the app, but:
- You won’t receive booking offers.
- Any pre-booked trips will be cancelled.