This information is for the United Kingdom, 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. Any other animals are at the discretion of the driver.
- Are you travelling with a service animal?
By law, drivers must accept passengers with service animal accreditation at no additional cost unless the driver is exempt from carrying 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.
- Are you travelling with a non-service animal?
The carriage of non-service animals is at the discretion of the driver and the animal must always travel in a carrier or with a prescribed restraint.
If you don't inform this and the driver has to cancel the trip at the pick-up point, a cancellation fee may apply. It's best to contact the driver to confirm or leave a message with your request.
Do you have wheelchair-accessible vehicles?
Yes! All of our Taxi or Black Cab fleet are wheelchair accessible.
The Ride fleet (PHV, private car) is not wheelchair accessible. If you are ordering a PHV and have a foldable wheelchair or other assistive devices, contact the Freenow driver to let them know you require assistance. To know how to do it, visit 'How can I contact my driver once I've booked my trip?'.
Do Freenow drivers provide a child/baby seat?
Freenow drivers are not required to provide baby seats. However, their vehicles are all equipped with the Isofix system, which allows you to easily install your own baby seat.
Our partner drivers are independent and responsible in the event of an incident or inspection. Therefore, they can refuse to drive you if you don't bring your baby seat.
Can I order a larger (XL) vehicle?
Yes! All vehicles in our 'EV Black Cab' and 'XL Black Cab' fleet will offer enough space for 6 passengers. The number of passengers that can fit in is displayed next to the vehicle type.
We don't currently offer larger vehicles in our 'Ride' (PHV, private vehicle) fleet.
Can Freenow transport larger objects/furniture?
When it comes to transporting large objects or furniture, the decision lies with the driver. While Freenow doesn't offer a specific service for oversized cargo transportation, drivers may still be willing to help.
To enhance your chances of finding a driver who can accommodate your needs, we recommend adding a message to your request (instructions here). This message serves as a heads-up to the driver, allowing them to make an informed decision before accepting your trip.
Important: Freenow doesn't offer courier services, and our drivers are under no obligation to transport unaccompanied items. If a driver does agree to transport an item, Freenow cannot be held responsible for any item damage or loss, nor can we provide compensation in such cases.