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 past.
- 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 FREENOW 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 contact our Passenger Care Team via chat.
To access the chat open the app and go to Account > Help > Chat.
Remember to select the booking in question so we can help quickly!