These Terms and Conditions apply to contractual relations between individuals who have registered with FREENOW to use the FREENOW mobile application (the “App”) (hereinafter referred to as “User” or “you”) and Transopco UK Ltd. Harling House. Great Suffolk Street. London SE1 0BS. United Kingdom with registration no. 1435887, (hereinafter also referred to as "FREENOW" or “we”) concerning the promotional campaign titled ‘AIRPORT PREBOOK PROMISE’, which is a voucher applied automatically for Users who experience a negative outcome/experience (in specific circumstances described further at section 1 below) when pre-booked/pre-arranged journeys to selected airports do not meet certain specific satisfaction criteria (hereinafter referred to as “AIRPORT PREBOOK PROMISE”).
The use of AIRPORT PREBOOK PROMISE is subject to these Terms and Conditions and also the FREENOW General Terms and Conditions for Users (“GTCs”) and Privacy Policy, which are expressly incorporated herein. Defined terms used herein shall have the meaning given to them in the GTCs unless otherwise defined or indicated. If there is a conflict in the interpretation between these Terms and Conditions and the GTCs these Terms and Conditions shall take precedence.
FREENOW provides you with access to the App, through which you may obtain Transportation Services specified in these Terms and Conditions which are provided by the Transport Operators (the “Services”). Discounts offered under AIRPORT PREBOOK PROMISE are offered by FREENOW on a "scenario" basis (i.e. are only available on pre-booked trips to select airports).
The voucher does not affect or determine the price of the Transportation Services. The Transport Operator cooperating with FREENOW in the provision of the Transportation Service will receive their full entitlement, undiscounted (i.e. the cost of the voucher is borne by FREENOW only).
1. AIRPORT PREBOOK PROMISE
The AIRPORT PREBOOK PROMISE is a voucher which may be redeemed by a User in the FREENOW App and will only be provided in circumstances where a User pre-books a trip (to one of the designated Relevant Airports (as defined at section 2.3 below) through the App and one of the following events occurs in respect of that pre-booked trip:
i. No Transport Operator found: If FREENOW is unable to find you a Transport Operator before the requested pick-up time, we will automatically provide you with two (2) 30 (thirty) pound (£) vouchers;
ii. Transport Operator cancellation: If the assigned Transport Operator cancels a trip after the scheduled pickup time, we will automatically provide you with 2 (two) 30 (thirty) pound (£) vouchers;
iii. FREENOW cancellation: If FREENOW cancels the booking for technical reasons, we will automatically provide you with 2 (two) 30 (thirty) pound (£) vouchers;
iv. Passenger cancellation: If you cancel the booking 5 (five) minutes or more after the requested pick-up time and the Transport Operator has not yet arrived, we will automatically provide you with 2 (two) 30 (thirty) pound (£) vouchers;; or
v. Late pick-up: For prebooked trips to Relevant Airports where the Transport Operator picks you up more than 10 (ten) minutes later than the scheduled pick-up time, we will automatically provide you with two (2) 15 (fifteen) pound (£) vouchers.
Upon the occurrence of any of the above events in respect of a pre-booked trip to a Relevant Airport, FREENOW will send you a notification to the email address associated with your account to notify you that a voucher has been automatically applied to your account.
The voucher value is limited to the amounts outlined in section 1, the amount of which will be notified to you when the respective voucher is issued. If the costs incurred for a ride exceeds the value of your respective voucher, the difference must be paid by you. The voucher will not cover the fees that FREENOW may charge from time to time.
2. Scope, Eligibility and Geographical limitation of AIRPORT PREBOOK PROMISE
2.1 Scope
Within the scope of these Terms and Conditions, FREENOW gives each User, who is eligible according to section 2.2 below, the opportunity to avail of AIRPORT PREBOOK PROMISE subject to the following conditions:
i. The conditions set out in section 1 are met;
ii. the User has an active FREENOW passenger account to avail of AIRPORT PREBOOK PROMISE;
iii. the voucher must be used only on taxi rides and within the specified validity period, being one (1) month after the voucher issuance; and
iv. the voucher may be used only as part of cashless payment through the App.
2.2 Eligibility
Vouchers issued as part of the AIRPORT PREBOOK PROMISE can only be redeemed on the App. Vouchers are not redeemable for cash and may not be transferred by the User, exchanged or resold.
The User who redeemed the voucher will automatically benefit from the offer on the next trip booked to which the voucher applies and without the need to take any action (i.e. the discount will be automatically applied via the App). Vouchers are useable against trips that are billed per minute or trip distance in kilometres and may also be used against trips that are charged at a flat rate.
The use of the voucher obtained as part of the AIRPORT PREBOOK PROMISE may not be combined with other promotions, discounts, or offers unless such combination is expressly permitted.
Any natural person of the age of 18 or older is entitled to participate in the AIRPORT PREBOOK PROMISE and use the voucher.
Authorised Users of our Business Account Holders, who have been given the authorisation to use the App for the payment of business trips, are eligible to participate in AIRPORT PREBOOK PROMISE. Any voucher given by FREENOW as a result of AIRPORT PREBOOK PROMISE will be applied against the Authorised Users personal trips booked through the App via their private profile.
Business Account Holders undertake to procure that the Authorised Users will comply with these Terms and Conditions at all times.
The personal data of the User processed as part of the use of AIRPORT PREBOOK PROMISE shall be governed by our Privacy Policy, available here: https://www.free-now.com/ie/passenger-privacy-policy/.
2.3 Geographical limitation
2.3.1 AIRPORT PREBOOK PROMISE will only apply in relation to pre-booked trips to:
Heathrow Airport
Gatwick Airport
Luton Airport
Stansted Airport
London City Airport
2.3.2 AIRPORT PREBOOK PROMISE will only apply where the User has selected one of the Relevant Airports from the list of airports under the ‘airports’ tab under the dropoff box (denoted by an aeroplane symbol). Destinations typed into the dropoff box will not qualify for AIRPORT PREBOOK PROMISE.
3. Liability
FREENOW acts solely as an intermediary and is not the provider of the Transportation Services. The Transportation Services are provided by the Transport Operator.
FREENOW is not liable for any damages caused by the Transport Operator in the provision of the Transportation Services, including any delays, cancellations, missed flights and misrepresentations.
FREENOW issues the AIRPORT PREBOOK PROMISE only as a goodwill gesture for the bad experience that the User might have had when pre-booking a trip to the airport.
FREENOW shall not be held liable for any loss, damage, injury or claim arising from the provision of the Transportation Service by the Transport Operator. Any issues, complaints, or disputes concerning the Transportation Services must be directed exclusively to the Transport Operator.
4. Changes to AIRPORT PREBOOK PROMISE, Changes to these Terms and Conditions
FREENOW reserves the right to change the terms of AIRPORT PREBOOK PROMISE (or any specific offer under it) at any time at its sole discretion, in particular to adjust the nominal value of the voucher, or to no longer offer AIRPORT PREBOOK PROMISE. FREENOW reserves the right to modify these Terms and Conditions at any time, with any such modification applying to any vouchers issued as a result of the application of AIRPORT PREBOOK PROMISE after the date the modified Terms and Conditions are issued via the App. FREENOW will inform the User in a timely manner regarding any such modifications.
5. Applicable Law, Forum
These Terms and Conditions shall be governed by and construed in accordance with law of England and Wales. The British courts shall have exclusive jurisdiction to hear, determine and settle any dispute arising out of or in connection with these Terms and Conditions and the parties submit to the jurisdiction of the British courts for that purpose.
FREENOW is not obligated to participate in any alternative dispute resolution scheme. Other processes are also available to you in the UK. In order to contact FREENOW regarding any consumer law-related complaints, please email notify FREENOW within the Help Centre section of the App or Third Party Platform or via email using this form.
Valid from 22nd January 2025
