If it's been more than 7 days since you completed your trip, or you're unable to contact your driver by the app, please complete our Lost Item Report Form with details of your item and trip.
Once the lost property form has been completed, our passenger care team will reach out to the driver using the details provided. You will be automatically updated via email on the progress of the investigation. There is no need to reach out again.
Please ensure that when submitting details into the lost property form, you use the credentials associated with the account that booked the trip. Our team will be unable to support if the incorrect credentials are used.
Additionally, for Black Cab trips you can contact TfL's Lost Property Enquiry service to see if your driver handed the item in, you can also check with your local police station.
Although FREENOW is committed to doing our best to help facilitate the return of any lost property, we have to make you aware that FREENOW can not accept liability in the event we are not successful in retrieving lost property, nor for any costs associated with retrieving lost property. Also, we cannot guarantee that your driver has your item or that they can deliver it to you immediately.
FREENOW cannot be held responsible in the event that we are unsuccessful in recovering lost property, nor for any associated delays or expenses.