If your passenger cancels too late or doesn't show up in time, they will be charged a £5 cancellation fee, and it will be automatically added to your next payment run (minus commission).
Standard ad-hoc and prebooked trips booked via the FREENOW app are all eligible for a cancellation fee on rides which meet the following criteria:
- The passenger cancels 2 minutes or more after you have accepted the booking
- You have driven 150 m towards the pickup point
- You cancelled the ride after waiting at the pick-up point for a minimum of 5 minutes
Every time the passenger cancels the trip and you are eligible for a cancellation fee, you will receive a notification on the navigation screen, whether you are inside the FREENOW app or not.
Important: Currently, business account bookings are not eligible for cancellation fees.