This information is for Spain, 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?
Freenow drivers must accept service animals. Carrying other animals is at the discretion of the driver.
- Traveling with a service animal
By law, taxi drivers must accept passengers with service animal accreditation at no additional cost, unless the driver is unable to do so for medical reasons.
If a Freenow driver refuses to accept your service animal, please contact us.
To chat with us, go to our 'Help' section in the app.
- Traveling with a non-service animal
The transportation of non-service animals is at the discretion of the driver and the animal must always travel in a carrier or with a restraint.
If you do not inform the driver and they have to cancel the trip at the pickup point, a cancellation fee may apply.
To submit your trip request correctly, follow these steps:
- Open the app and enter your pickup and destination points
- Select the type of service you want and tap on it. Activate the "Small pet" option
- Go back to the previous screen and request the service*
- Get in contact with the assigned driver to confirm your request
*Note: Not many drivers transport pets, so your request may take longer to be accepted.
Do you have wheelchair-accessible vehicles?
Yes! We have vehicles adapted for wheelchairs. Request one of them in two steps:
Enter origin and destination and swipe up the available service options
Select the "Accessibility" option and order your taxi
Keep in mind that there are different models of adapted vehicles, so if you need a particular one, we recommend that you indicate it in the "Message to the driver" section. To learn how to add a message to your trip request, check the section Adding additional information when requesting my taxi.
Do Freenow drivers provide a child/baby seat?
Not all Freenow drivers have baby seats, only some.
However, all vehicles are equipped with the Isofix system, which allows you to easily install your own child seat.
To request a taxi with a child seat, follow these steps:
Enter your origin and destination, access the booking options for the selected vehicle
In Message to the Driver, write that you need a baby seat and click 'Save'
Return to the main request screen and order your taxi
Important: The number of drivers with baby seats is limited and your request may take longer than usual to be accepted.
Our affiliated drivers are independent and responsible in case of an accident or inspection. Therefore, they may refuse to take you if you do not have a baby seat.
Can I order a larger (XL) vehicle?
Yes! All vehicles in our Taxi XL fleet offer enough space for up to 8 passengers. The maximum number of passengers that fit is displayed next to the vehicle type. You can specify how many people will be traveling if you prefer.
*Currently not available in Seville.
Can Freenow transport larger objects/furniture?
When it comes to transporting large items or furniture, the decision lies with the taxi driver. Although Freenow does not offer a specific service for transporting large loads, drivers may be willing to help.
To increase your chances of finding a driver that meets your needs, we recommend adding a message to your request (instructions here).
Important: Freenow does not offer courier services, and taxi drivers have no obligation to transport items not accompanied by the passenger. If a driver agrees to transport an item, Freenow is not responsible for any damages or losses the item may suffer, nor can offer compensation in such cases.