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.
When does the cancellation fee apply?
Drivers can cancel and still qualify for a fee if:
- The driver has traveled more than 500m and has been in the 'Approach' state for over 10 minutes.
- The driver waited at least 5 minutes after arriving at the pickup point.
- The driver attempted to call the passenger.
- The passenger was unavailable or failed to appear.
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 earning screen for the cancellation fees added in the current week.
- 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.