In the event that a passenger damages or soils your vehicle, you can add an additional amount to the fare as compensation:
- London: TfL regulations state that you can charge a passenger up to £60 as a 'soilage fee' if the taxi has to be taken out of service for cleaning.
- Other regions: If you work outside London, check your local fare table to see what amount can be charged as a soilage fee.
Please, contact your car insurance company for their assistance. We advise that you take photos of any mess/damage caused prior to cleaning.
FREENOW responsibility
As FREENOW is a third-party service we don't take responsibility for any damages caused by a passenger.
However, we take these cases very seriously, so please, send full details of the incident to our Driver Support Team and we will take the action needed against the passenger. Also, if you wish to make a formal complaint to the authorities we will assist them in any way we can.