Always double-check the payment method selected in the app before collecting any funds from the passenger.
App Payment: Do not accept cash or external card payment. Freenow processes the payment automatically through the app. Collecting cash for an app payment will cause the passenger to be charged twice.
If you've charged a passenger twice, please let us know as soon as possible via the in-app chat so we can process the refund.
Non-app Payment: Collect the total fare directly from the passenger via cash or your external card terminal (POS).
Step-by-Step Instructions
Arrive at the destination: Tap Take app payment or Non-app payment on your screen.
Confirm the fare amount: For fixed-price trips, the fare appears automatically. For meter trips, manually enter the total fare and tap Continue.
Handle the payment:
App Payment: Tap Take app payment. Freenow processes the transaction automatically, so the passenger can exit immediately.
Non-app Payment (Cash/POS Terminal): Tap Non-app payment. Collect the fare from the passenger, provide a receipt, and tap Payment received.
Switching Payment Methods: If the trip was originally set to app payment but the passenger wishes to pay in person, tap Change (located below the fare amount) before completing the trip.
Complete the trip: Rate the passenger and add any optional comments.
Important Notes
Switching to App Payment: If you switch a cash trip to app payment, ensure the passenger slides the confirmation bar in their app to approve the change before they leave your vehicle. Passengers can't switch payment methods themselves.
Unable to Switch Payment Method: If the option to change the payment method is disabled or grayed out, this means that specific fleet type does not permit payment method switching.
Fare Limits (£250 Max): The maximum fare processed through the app is £250. If the total exceeds £250, collect the remaining balance directly from the passenger using cash or an external card terminal.
What if I entered an incorrect fare?
If you entered an incorrect fare, please contact us as soon as possible via the in-app chat.
Include the following details:
- Trip date and time
- Pick-up address
- Correct fare amount
We will review your request promptly and correct the payment retroactively if applicable.