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).
For pre-booked trips, you will receive £10 (before commission).
Standard ad-hoc and pre-booked trips booked via the FREENOW app are all eligible for a cancellation fee on rides that meet the following criteria:
For Driver Cancellations (ad-hoc):
- 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
Pre-booked trips:
- The trip is cancelled by the passenger less than 60 minutes before the scheduled time
- The driver starts 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
- The driver waits 5 minutes after arrival (counted from the scheduled time)
If the request is made 60 minutes before the pick-up time, there is a 5-minute grace period during which the passenger is not charged and the driver does not receive a fee.
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.