• How do I cancel a trip that has already started?
    Needing to cancel a trip request? No worries, follow our steps below to help you with this: Tap the trip information tab at the bottom of your screen (Image 1) Scroll to the bottom of the page and... View full article
  • When should I arrive for a prebooking?
    When a passenger makes a pre-booking, we'll advise them of a 10 minute pick-up window. This time starts from the time they placed the pre-booking for example if the booking is made for 1pm, the pic... View full article
  • How do I start the waiting time?
    When you're at the correct pick-up location and ready for the passenger to get into your car, start your waiting time by selecting 'Waiting for Customer.' You"re able to track your waiting time at ... View full article
  • What are pre-bookings?
    Great news! We've introduced prebookings to our PHV ‘Ride’ fleet. This allows riders to request a ride in the future using the prebook feature. How do prebookings work?  You’ll receive the ride off... View full article
  • How do I accept or reject a ride? And what happens if I reject a ride?
    When a ride pops up on your screen and you wish to accept it, press the 'Accept' button. When you get to the pick-up point, press the 'Arrived' button at the bottom of the screen. This will send th... View full article
  • How can I view my trip history?
    You can find your trip history in the FREE NOW app by following the steps below:  Open the FREE NOW driver app  Click on the menu button in the top right-hand side corner of the home screen.  Once... View full article
  • Where can I see and accept prebookings?
    Trip offers appear in the same way as a standard booking. However, they will be clearly marked with a black icon identifying the ride as a 'Prebook'. This icon will also show the pre-booking time. ... View full article
  • How do I go online/offline for accepting rides?
    Indicate when you’re available to accept jobs and when you’re busy by toggling the button at the top of your screen in the FREE NOW driver app. This will change your availability status and let us ... View full article
  • How can I view my payment history?
    You can view your payment history in the FREE NOW app by following the steps below:  Open the FREE NOW driver app Click on the menu button in the top right-hand side corner of the home screen.  On... View full article
  • What is FREE NOW's coverage area?
    For Private Hire Vehicles, our operating area is zones 1-6 within London (excluding the district of Epping Forest), and the area surrounding the following major airports: Gatwick Heathrow London C... View full article
  • How long can I drive for?
    Our number one priority at all times is the safety of our drivers, passengers, and the general public. To help protect public safety, the FREE NOW driver app will prompt you when it is time to take... View full article
  • How do driver ratings at FREE NOW work?
    We want the FREE NOW experience to be comfortable, safe, and enjoyable for everyone involved. Passengers will have the opportunity to leave a rating and a comment about their past trips. To jump st... View full article
  • How can I make a stop/change to the destination?
    A customer may wish to change their destination, make a detour, or stop during the course of their trip. They'll need to do this themselves via the passenger app.   What happens to the price of the... View full article
  • How do I rate a passenger?
    At the end of each trip you complete with FREE NOW you will have the opportunity to rate your passenger. This is not compulsory, you can skip this step if you do not wish to submit a rating. We hop... View full article
  • Can I use Waze instead of Google Maps on the driver app?
    A great feature of the FREE NOW driver app is that its navigation is included within the app. This means that you should have everything you need to drive all in one place. However, if you'd prefer... View full article
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