As Freenow is a third-party service we don't take responsibility for any damages caused by a passenger.
Black Cab
If 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.
However, we take these cases very seriously, so please, send full details of the incident to our Support Team via chat and we will take the action needed against the passenger.
To chat with us, go to our 'Help' section in the app and open a new conversation. If you need help with a trip, make sure to select the relevant booking.
Also, if you wish to make a formal complaint to the authorities we will assist them in any way we can.
PHV
If a passenger damage or stains your vehicle report it to our Driver Care team immediately via chat with:
- Trip details and a description of the incident
- At least three photos: one close-up of the stain and one showing its location
- A cleaning receipt (after taking photos and cleaning the vehicle)
To chat with us, go to our 'Help' section in the app and open a new conversation. If you need help with a trip, make sure to select the relevant booking.
We'll investigate with the passenger and work toward a resolution. Freenow can compensates up to £60.
Important: We may not assist if you don’t provide photos or a receipt, or report the issue within 24 hours.