FREENOW fee policy

(As of 01.06.2025)

In addition to this fee policy, the statutory provisions apply, in particular the regulations on transport charges of the various local authorities. The fees stated in this policy apply only insofar as they are permitted in addition to the statutory provisions.


1. Cancellation fees*

1.1 Cancellation fees for taxi orders

If a passenger cancels a taxi order after the transport company or driver has accepted the journey, a cancellation fee of 5.00 € will be charged. If a taxi pre-order is cancelled within 60 minutes of the agreed pick-up time, the aforementioned fee will be 10.00 €. FREENOW will charge this fee on behalf of the transport company.

1.2 Cancellation fees for ride orders

If a passenger cancels a ride order five minutes or more after the transport company has accepted the journey, a cancellation fee of 5.00 € will be charged. If a ride order is cancelled within 60 minutes of the agreed pick-up time, the aforementioned fee shall be 10.00 €. FREENOW shall charge this fee on behalf of the transport company.


2. Waiting time fees*

2.1 Waiting time fees for taxi orders

In accordance with local taxi fare regulations, the driver or the transport company for which the driver works will charge a waiting time fee if the driver has arrived at the pick-up address. After the transport company or the driver has assigned the claim for payment of the waiting time fee to FREENOW, FREENOW will claim this fee.

2.2 Waiting time fees for ride orders

If, in the case of a ride order, a driver has arrived at the pick-up address and confirmed his arrival to the passenger via the FREENOW app, the transport company for which the driver works will charge a waiting time fee after a waiting period of two minutes. No waiting time fee will be charged for the first two minutes. After the transport provider has assigned the claim for payment of the waiting time fee to FREENOW, FREENOW will charge this fee.

The calculation of the waiting time fee is visible to passengers before the final booking and before the start of the booking process in the booking view.

If the passenger still appears at the pick-up address and the journey is carried out, the passenger will be charged the fare plus the waiting time fee incurred.

If, after the free two-minute waiting period has expired, the passenger has not appeared at the pick-up address, the driver will be asked via the FREENOW driver app to call the passenger. If the passenger wishes to cancel the journey during the call, the driver or the transport company for which the driver works will then cancel the journey via the FREENOW driver app. A cancellation fee will be charged in accordance with section 1.2, but the waiting time fee incurred will not be charged additionally.

If the passenger does not answer the call, the driver or the transport company for which the driver works may decide to cancel the journey. In this case, a cancellation fee will be charged in accordance with section 1.2 above, whereby the waiting time fee incurred will not be charged additionally.

If the driver decides to continue waiting and the journey is carried out, the waiting time fee will be charged and added to the fare.

If the driver decides to continue waiting and, after a further waiting period, cancels the journey, a corresponding cancellation fee will be charged in accordance with section 1.2 above, whereby the waiting time fee incurred will not be charged additionally.

 


3. FREENOW fees*

FREENOW charges the following fees for arranged journeys. The specific amount of the respective FREENOW fee is displayed in the booking view before the final booking and before the start of the arrangement.

3.1 Service fee (for taxi rides, ride rides and other mobility services) 

FREENOW charges a service fee. The service fee for a specific order for taxi and ride rides is calculated based on the selection of the means of transport and the location of the ride. The specific amount of the service fee is displayed before booking.  

The service fee for a specific order for other mobility services is 5% of the rental price (maximum 1.00 €). The fee will be indicated before the start of the journey. The specific amount of the service fee will be displayed after the journey.

3.2 High demand fee (for taxi rides)

FREENOW charges a fee during periods of high demand. The service fee for a specific order is calculated based on supply and demand at the time of booking. The specific amount of the high demand fee is displayed before the booking is made.

3.3 Reservation fee (for taxi rides and ride rides)

FREENOW charges a reservation fee if a passenger books a trip at least 20 minutes in advance. The reservation fee for a specific order is calculated based on the selection of the means of transport, the time of the reservation and the time of the booked pick-up.

3.4 Billing process

FREENOW fees are automatically collected by FREENOW after a successfully arranged and completed journey when paying by cashless means. FREENOW fees are charged by FREENOW on its own account.

*The fees mentioned include taxes.