If you have lost property in a FREE NOW taxi, depending on when your journey took place, there are two ways to proceed.
More than 7 days after your trip
If it has been more than 7 days since you completed your trip, please, fill in our Lost Item Report Form with all the details requested. We will investigate and provide you with an update.
Up to 7 days after your trip
The best way to check if your driver has found the item is to contact them directly via the app:
- Tap on the 'Profile' icon in the top right-hand corner of the main screen
- Select the 'Trips' tab
- Chose the relevant trip and select the 'Contact driver' option
To guarantee the privacy of both passengers and taxi drivers, FREE NOW uses a phone encryption system (you will see a fictitious number). So you can only call the taxi driver through the app and from the same line registered in your account. If you try to do this from your phone's call option, it won't work. Remember to have caller ID enabled.
If you're having difficulties contacting your FREE NOW driver, check out more on this article.
The trip was not requested through FREE NOW
If you have not requested a FREE NOW taxi/PHV, even if it has our stickers, the journey is outside our platform, and we cannot track it.
However, if you have a taxi licence or car registration, please contact us, and we will do our best to help you.
Although we promise to do our best to facilitate the return of any lost property, taxi drivers are self-employed and FREE NOW only acts as an intermediary between users of our platform. We cannot guarantee that the driver has your item or can deliver it immediately.
FREE NOW cannot be held responsible in the event that we are unsuccessful in recovering lost property, nor for any associated delays or expenses.