Are you traveling with a non-service animal?
If you plan to travel with a non-service animal, it is 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 he/she has accepted your trip request. For further instructions regarding contacting a FREE NOW driver please click here.
Please note that cancellation fees may apply if a FREE NOW driver is forced to cancel a trip at the pick-up point due to a customer traveling with a non-service animal.
Are you traveling with a service animal?
For passengers traveling with a service animal, it is 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 license.
If you have experienced a FREE NOW driver refusing to accept a service animal, please contact our 24/7 Passenger Care Team at +44 (0) 203 966 6933 or submit a request below.