Cancellation fees apply to compensate drivers for their time and effort when a ride is cancelled under certain circumstances. These fees vary depending on the type of service.
A cancellation fee may be applied when:
- The driver cancels the ride after arriving at the pickup location and waiting for a specific period without tracing the passenger.
- The passenger cancels the ride after a driver has accepted the request and started approaching the pickup location, and a certain time has passed.
- A pre-booking is cancelled within a specific timeframe before the scheduled pickup time.
For detailed information about cancellation fees, including the specific amounts and timeframes, please refer to our Fee Policy.You can also check if a cancellation fee was added to your trip by looking in the 'Trips' section of the Freenow app.
If there is any issue with a cancellation fee on your trip, please get in touch with our Rider Care Team via chat.
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.