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:
For Driver Cancellations:
- The driver cancels after arriving at the pick-up location (or within 300 meters) AND
- The driver waits for at least 5 minutes after arrival (or according to the prebooked pick-up time)
For Passenger Cancellations:
- The passenger cancels when the driver has arrived at the pick-up point OR
- The passenger cancels when the driver has travelled a considerable distance in the direction of the pick-up point
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.