👉 When does the cancellation fee apply?
👉 How long should I wait before cancelling a trip?
👉 How can I view my cancellation fees?
👉 When will I be paid for cancellation fees?
What are cancellation fees?
Cancellation fees are applied to ensure fair compensation for drivers when passengers cancel their trips too late or fail to show up on time. These fees are automatically added to the driver’s next payment run, minus commission.
- For standard Taxis (Black Cab) ad-hoc trips: £5,80
- For Rides (PHV, private hire car) ad-hoc trips: £6
- For pre-booked trips: £10 (before commission)
When does the cancellation fee apply?
Drivers can receive cancellation fees in the following scenarios:
Ad-Hoc Trips
- The driver cancels after arriving at the pick-up location (or within 300 meters).
- The driver waits for at least 5 minutes after arrival.
Pre-Booked Trips
- The trip is cancelled by the passenger less than 60 minutes before the scheduled time.
- The driver begins approaching the pick-up location more than 10 minutes before the scheduled time.
- The driver marks "arrive" at the pick-up location before the scheduled time and waits 5 minutes after arrival (counted from the scheduled time).
If the passenger requests a trip less than 60 minutes before pick-up, a 5-minute grace period applies during which:
- The passenger will not be charged.
- The driver will not receive a fee.
Every time a passenger cancels a trip and the driver is eligible for a cancellation fee, the driver will receive a notification on their navigation screen or as a banner notification (if not inside the FREENOW app).
How long should I wait before cancelling a trip?
Drivers must wait at least 5 minutes after arriving at the pick-up point to be eligible for a cancellation fee.
If the passenger runs late, start the meter 2.5 minutes after arrival. If no passenger arrives after 5 minutes, you may cancel the trip and receive compensation.
How can I view my cancellation fees?
- Each eligible fee will appear on your navigation screen or as a banner notification.
- Check your job list (trip overview) for eligible cancellation fees linked to specific bookings.
- Your weekly invoice summary will include all eligible cancellation fees.
When will I be paid for the cancellation fees?
Cancellation fees are processed alongside your weekly payments for completed jobs. Payments are issued once a week and include both completed trip earnings and cancellation compensations.
You can check the payment calendar here.