If your passenger cancels too late or doesn't show up in time, they will be charged a cancellation fee, and it will be automatically added to your next payment run (minus revenue share).
Standard ad-hoc and prebooked trips booked via the FREENOW app are all eligible for a cancellation fee on rides that meet the following criteria:
Driver Cancellation (Adhoc/Prebook):
- Driver arrives at the pickup location AND
- Driver waits at least 5 minutes after arrival AND
- Driver has called the passenger AND
- Passenger is not available (e.g. reason not listed and picked up another passenger excluded)
Passenger Cancellation (Adhoc/Prebook) where:
- Driver has arrived and passenger cancels after 5 minutes
- Driver is in approach and passenger cancels after 4 minutes
- Booking is in ACCEPTED, APPROACH or ARRIVAL state
Every time the passenger cancels the trip and you are eligible for a cancellation fee, you will receive a notification on the navigation screen, whether you are inside the FREENOW app.
How much are the cancellation fees?
-€5.10 for ad hoc/instant jobs - (€6 before revenue share)
-€8.50 for long prebooks (booked more than 2 hours in advance) - (€10 before the revenue share)
Important: Currently, business account bookings are not eligible for cancellation fees.
Driver must complete >=20 tours for the week to receive any payout.