This information is for Germany, where your app is based. To check the policy for another country, visit our Help Centre in your browser and tap the ‘globe icon.
Can someone under 18 travel alone?
Can I travel in a Freenow vehicle with my pet or service animal?
Do you have wheelchair-accessible vehicles?
Do Freenow drivers provide a child/baby seat?
Can I order a larger (XL) vehicle?
Can Freenow transport larger objects/furniture?
Can someone under 18 travel alone?
To take a trip with Freenow, you must be at least 18 years old, or be accompanied by an adult, or have the permission of your legal guardians. Otherwise, drivers may refuse to take you.
The adult in charge of the minor is entirely responsible for any use the minor makes of the App and the services offered by our platform.
Can I travel in a Freenow vehicle with my pet or service animal?
By law, drivers must accept passengers with service animal accreditation at no additional cost, unless the driver is exempt from transporting animals for medical reasons.
If a Freenow driver refuses to take your service animal, please contact us.
To chat with us, go to our 'Help' section in the app and open a new conversation. If you need help with a ride, make sure to select the relevant booking.
- Traveling with a non-service animal
The transportation of animals that are not pets is at the discretion of the driver, and the animal must always travel in a transport container or with a prescribed restraint device.
If you do not inform the driver and the driver has to cancel the trip at the pickup location, a cancellation fee may apply.
To correctly submit your travel request, please follow these steps:
- Sign in to your app and enter your starting and destination address. Then you will see the different available vehicle types
- Choose the desired type of service and click on it. Activate the "Small animal" option
- Return to the previous screen to confirm your request*
- Once a driver has been assigned to you, we recommend you to contact them to confirm your order
*Note: Not many drivers accept pets, so your request may take longer.
Do you have wheelchair-accessible vehicles?
So far, Freenow only has partially wheelchair-accessible vehicles.
If you order a taxi/ride and have a foldable wheelchair, walking aid, or other assistive device, contact the driver to ensure they have enough space and to inform them if you need assistance.
Do Freenow drivers provide a child/baby seat?
Freenow drivers cannot provide child seats. However, their vehicles are all equipped with the Isofix system, which allows you to easily install your own child seat.
Our partner drivers are independent and responsible in case of an incident or inspection. Therefore, they may refuse to drive you if you do not bring a child seat.
Can I order a larger (XL) vehicle?
Yes! All vehicles in our Taxi XL/Ride XL fleet can accommodate up to 8 passengers.
Next to the vehicle type, you will find the maximum number of passengers that can fit inside. If you wish, you can specify how many people will be traveling.
Can Freenow transport larger objects/furniture?
When it comes to transporting large items or furniture, the decision lies with the driver. Freenow does not offer a specific service for transporting oversized goods, but drivers may still be willing to help you.
To increase your chances of finding a driver who meets your needs, we recommend adding a message to your request (instructions here).
Important! Freenow does not offer courier services, and our drivers are not obligated to transport unaccompanied shipments. If a driver agrees to transport an item, Freenow cannot be held responsible for any damage or loss of the item, and we cannot provide compensation in such cases.