We understand that it is frustrating when a passenger cancels a ride when you are already on your way to pick them up, or if you are waiting at the pickup point and the passenger isn't there.
We charge passengers a £5 cancellation fee whenever they cancel too late or they don't show up in time. These cancellation fees are paid in your twice-weekly payment.
Here's everything you need to know about cancellation fees:
Q. How long do I have to wait for a rider to get a cancellation fee?
A. You must wait 8 minutes before cancelling but don't worry, if your rider is just running late, the waiting time clock will make sure you're paid for your time.
Q. If I'm on my way to the pickup point and the ride cancels, do I get a cancellation fee?
A. If you drive more than 2 minutes to the rider, you will automatically get a cancellation fee.
Q. Are all rides eligible for a cancellation fee?
A. Yes, though cancellation fees for business accounts will be adjusted manually.
Q. Where can I see all the cancellation fees?
A. You can find your cancellation fees on your FREE NOW overview invoice under "Total value of cancellation fees".
Q. Will I be charged commission on cancellation fees?
A. Yes, FREE NOW commission will be charged on cancellation fees as a service charge.