View current Fee Policy valid until 11th December 2024.

Valid from 12th December 2024

Cancellation Fee

• If the passenger decides to cancel the order 2 or more minutes after the Driver has accepted the request for transportation services, a £6.00 Cancellation Fee for a PHV Trip or a £5.80 Cancellation Fee for a Taxi Trip will apply. This does not apply to pre-booked trips. This cancellation fee will not apply if a driver has not moved towards he pickup point.
• For pre-booked trips, if the passenger decides to cancel an accepted order less than 60 minutes before the scheduled pick-up time, a £10 Cancellation Fee will apply. 
• If the passenger does not arrive within 5 minutes of the PHV Driver’s arrival, and the PHV Driver cancels their order, a £6.00 Cancellation Fee will apply.
• If the passenger does not arrive within 5 minutes of the Taxi Driver’s arrival, and the Taxi Driver cancels their order, a £5.80 Cancellation Fee will apply.

Waiting Fee (only for PHV)

If a passenger is not at the pick-up address within 2 minutes of the PHV Driver’s arrival, a waiting fee may be charged for every minute after the first 2 minutes of delay to the commencement of the Journey. The Waiting Fee will be calculated per minute, after the first 2 minutes, at a value displayed in the FREENOW App. The passenger will always see the fee estimation upfront before they place their order, and also on their receipt.

Damage or Cleaning Fee

If during a Trip, a passenger causes damage to, or causes any part of the Driver’s vehicle to be soiled or dirtied in any way, the Driver may report this to us. Once verified by us, we reserve the right to facilitate payment for the reasonable cost of such repair or cleaning on behalf of that Driver.

Central London Fees (only for PHV)

PHV Drivers need to pay a Congestion Charge when they enter the Congestion Charge Zone (CCZ). A Central London Fee of £1.50 is applied to Trips starting or ending in the CCZ to support PHV Drivers in paying this charge.

Service Fee (only for Taxis)

FREENOW charges a service fee of £2.00 that goes towards making sure that we can continue to provide fast, safe and quality services. The passenger will always see the fee estimation upfront before placing an order, and also on their receipt.

High Demand Fee (only for Taxis)

During times/areas of high demand in London, FREENOW will add a fee to the fare.

By charging this fee, we can ensure that more Drivers will be available to accept requests during busy times within areas where demand exceeds supply. The passenger will always be shown an estimate of all fees (including the High Demand Fee) before they place their order, and also on their receipt. 

Long Range Fee

In any given area if we have situations where we have a very low number of drivers for a period of time, FREENOW will take action to increase the supply in that area to fulfil the rider’s request. Such actions may involve increasing the allocation radius, sending messages to drivers to notify them of such areas, or offering incentives to drivers for trips starting in such an area.

Reservation Fee

FREENOW charges a reservation fee when a passenger pre-books a trip at least twenty minutes in advance. The value of the Reservation Fee for a specific ride will vary and be influenced by several factors which may include which transportation method is ordered by the passenger, the time for which a passenger orders a ride, market conditions at the time of placing the order, and/or other factors. The amount of the Reservation Fee will always be visible to the passenger upfront, in advance of placing an order.

By charging the Reservation Fee, FREENOW aims to minimise the number of cancelled or unused reservations and maintain a fair and efficient ride-hailing service for both passengers and Drivers. This fee helps cover the costs associated with managing and maintaining the FREENOW platform, including allocating Drivers, securing a vehicle, and allocating resources in anticipation of a Trip, as well as providing customer support.

This fee is separate from the fare and is applicable to both PHV and Taxi Trips. When applicable, the passenger shall be informed of the Reservation Fee through the App or Third Party Platform.

Airport Fees

Should any airport feature in any part of a Trip, an airport fee may be payable. Airport parking fees are set by the respective airports, and as such may change from time to time and FREENOW has no influence on their value. Current rates are as follows:

Other fees 

Charges may also apply for road tolls, such as highway and bridge tolls that Drivers incur in relation to a Trip. 

Valid from 12th December 2024