At FREENOW, passenger safety is our top priority. To maintain high standards, there are circumstances where we may suspend or block a driver’s account. Here’s what you need to know:
Why is my account suspended?
A suspension means your account is temporarily disabled while we conduct an investigation. This can happen immediately if there’s an allegation or issue involving serious concerns, such as:
- A report or notice from the police regarding a criminal offence, whether or not it occurred while driving with FREENOW.
- Evidence or suspicion that your account was shared with someone else, even if they have a valid Hackney Carriage Licence.
- Completing trips using a vehicle other than the one registered on your account, even if it’s validated on our platform.
- Allegations of actions that seriously risked the safety of passengers or the public.
- Breaching conditions of your taxi licence.
Why is my account blocked?
If your account is blocked, you’ll see a banner on the app’s main screen explaining the specific reason. While blocked, you can still access the app, but:
- You won’t receive booking offers.
- Any pre-booked trips will be cancelled.
If you have questions or need assistance regarding your account status, please contact us.