Cancellation fee guidelines: How they work and when they apply

👉 What are cancellation fees?

👉 How much is a cancellation fee?

👉 When does the cancellation fee apply?

👉 How long should I wait before cancelling a trip?

👉 How can I view my cancellation fees?

👉 When will I be paid for cancellation fees?

What are cancellation fees?

Cancellation fees are applied to ensure fair compensation for drivers when passengers cancel their trips too late or fail to show up on time. These fees are automatically added to the driver’s next payment run, minus the revenue share.

How much is a cancellation fee?

The cancellation fees for FREENOW trips are as follows:

• €5.10 for ad-hoc or instant bookings (€6 before revenue share).
• €8.50 for prebooked trips scheduled more than 2 hours in advance (€10 before revenue share).

Note: Business account bookings are currently not eligible for cancellation fees. Additionally, drivers must complete at least 20 trips in a week to receive any payouts.

When does the cancellation fee apply?

Cancellation fees are applied to both ad-hoc and prebooked trips under the following conditions:

For Driver Cancellations

Drivers can cancel and still qualify for a fee if:

1. The driver arrives at the pick-up location.
2. The driver waits at least 5 minutes after arrival.
3. The driver attempts to call the passenger.
4. The passenger is not available, such as failing to show up.

For Passenger Cancellations

Passengers will be charged a cancellation fee in the following scenarios:

1. Driver has arrived: If the passenger cancels more than 5 minutes after the driver arrives at the pick-up location.
2. Driver is in approach: If the passenger cancels more than 4 minutes after the driver has started approaching the pick-up location.
3. The booking is in an ACCEPTED, APPROACH, or ARRIVAL state.

How long should I wait before cancelling a trip?

When waiting for a passenger at the pick-up location, drivers must:

• Wait a minimum of 5 minutes from the moment they arrive.
• Comply with all necessary protocols (e.g., attempting to contact the passenger).

If the passenger does not show up after 5 minutes, the driver may cancel the trip and receive a cancellation fee. The compensation will be included in the next invoice summary.

How can I view my cancellation fees?

• Each eligible fee will appear on your navigation screen or as a banner notification.
• Check your job list (trip overview) for eligible cancellation fees linked to specific bookings.
• Your weekly invoice summary will include all eligible cancellation fees.

When are cancellation fees paid?

Cancellation fees are processed and paid out weekly, alongside your earnings from completed trips. These payments occur once a week and are included in your regular payout schedule. You can check the payment schedule here.