Ad-hoc/instant and pre-book trips booked via the FREENOW app may be eligible for a Cancellation Fee if the following criteria are met:
When the Driver cancels
- The Driver arrives at the pickup location (or within 200 metres) AND
- The Driver waits at least 5 minutes after arrival (for prebooks, the pick-up time applies) AND
- The Driver attempts to phone the customer AND
- The passenger is not available. Note - ‘Reason not listed’ or ‘Picked up another passenger’ are not eligible criteria for Scrubs
When the Passenger cancels
- The Driver has arrived, is within 200 metres of the pickup location and the passenger cancels after 5 minutes OR
- The Driver has travelled at least 10 minutes or 5 km when the passenger cancels OR
- The passenger cancels a prebook within 30 minutes of the prebook pick-up time and the Driver is already on their way (provided the Driver accepted the prebook at least 30 minutes in advance)