In short, FREE NOW drivers are required to accept service animals however, taking non-service animals are at the driver's discretion.
Are you travelling with a non-service animal?
If you plan to travel with a non-service animal, it's at the driver's discretion to accept or reject the trip. With this in mind, we strongly suggest you contact the FREE NOW driver as soon as they have accepted your trip request.
Cancellation fees may apply if a FREE NOW driver is forced to cancel a trip at the pick-up point due to a customer travelling with a non-service animal.
Are you travelling with a service animal?
It's a requirement within the terms of a TFL Private Hire Licence that drivers are required to carry a passenger and their service animal. Failure to accept a passenger and their service animal is not only a serious breach of these license terms but also illegal. Unless the driver is exempt from carrying animals due to medical reasons, failure to adhere to this licensing condition can result in a permanent suspension of the driver’s PHV licence.
If you've experienced a FREE NOW driver refusing to accept a service animal, please contact our Passenger Care Team directly. They'll be happy to help!