My payments differ from the fares I saw on the app
I think my payment was incorrect
I've received a negative adjustment. What does this mean?
My payments differ from the fares I saw on the app
This is because the fare you see is what is charged to the passenger, and we deduct our service fee from the fare. So your payment will be less than the fare you see in the app.
The amount shown on your statement doesn't include our commission, which is 18%, but it does include the VAT that we pay.
You never pay commission on tips, bonuses and airport parking fees.
While we have no plans to change our commission model, you can be sure that any changes to your earnings will always be communicated in advance.
I think my payment was incorrect
If you think your total weekly payment is incorrect, please let us know via chat.
To chat with us, go to our 'Help' section in the app and open a new conversation. If you need help with a trip, make sure to select the relevant booking.
Bear in mind that:
- You can be paid anytime up to midnight on the payment day
- We are paying out your total earnings from app payments plus any credits or fees applicable
- Any cash jobs that have been completed will be deducted from your total earnings as this has been paid to you directly by the passenger
I haven’t received my payment
Driver payments are now processed once a week, every Tuesday. This will include all work completed the week prior (Monday-Sunday). Find the driver calendar payment here.
If you haven't received a payout, please ensure the following:
The bank account information linked to your driver account is accurate. If there are any errors, please correct them.
Your balance remained positive by the end of the week.
Commission from cash trips may impact the total balance of your earnings.
The processing of payments can be delayed due to bank holidays. If there are any changes to the payment time, we'll notify you beforehand if possible.
You can be paid anytime up to midnight on payment day.
I've received a negative adjustment. What does this mean?
This may happen due to:
- Deducting an overcharged amount if a fare has been entered incorrectly
- Removing a fare where the trip didn't happen
- Adjustment of double payments
- Adjustment of compensation (i.e.: incorrect but paid cancellation fees)
- Application of the Freenow commission over cash payments*
You can view a breakdown of any adjustments on your weekly payment invoice.
*Suppose cash payments for services exceed app payments in a week. In that case, you'll have a negative balance, representing the commission on cash trips that Freenow couldn't deduct because that money wasn't available. This amount will be deducted from your next invoice.