Here are the steps to follow in case you've lost something during your FREE NOW ride.
The best way to arrange the return of your belongings is to contact your driver via the FREE NOW app. You can do it up to 7 days after your trip:
- Tap on the 'Profile' icon in the top right hand corner of the map screen
- Select 'Trips' in the profile section of the app.
- Click on the journey in question.
- Select the driver's name and tap on the phone icon in the top right-hand corner of your screen to call your driver.
Note: Your phone number will be hidden from the driver however it is important that you have Caller ID enabled on your phone, you can check this in your phone’s call settings.
If it's been more than 7 days since your trip, or you had been unable to contact your driver:
Black Cab (Taxi) rides
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. If you still haven't found your lost item, please contact our Passenger Care Team, and we will reach out to the driver to see if they can locate the item. Let us know if you are happy for us to share your contact details with the driver so that they can arrange the return. If you don't wish your contact details to be shared, we can ask the driver to drop the item at our Driver Centre for you to collect.
Private Hire Vehicle (RIDE) rides
Please contact out Passenger Care Team, and we will reach out to the driver to see if they can locate the item. Let us know if you are happy for us to share your contact details with the driver so that they can arrange the return. If you don't wish your contact details to be shared, we can ask the driver to drop the item at our Driver Centre for you to collect
Disclaimer
Although FREE NOW is committed to doing our best to help facilitate the return of any lost property, we have to make you aware that Drivers are self-employed and FREE NOW can only act as an intermediary between you and the Driver.
FREE NOW can therefore 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.