• I think I've been charged twice
    If you're seeing more than one FREE NOW entry on your bank statement relating to a recent trip, rest assured it's unlikely you've been double charged. Instead, one of the entries is likely to be a ... View full article
  • I think I've been charged for a FREE NOW trip I didn't take
    We're sorry to hear you've been charged for a trip you didn't take. There could be a couple of reasons as to why this has happened. Please read through all cases, or jump straight to the situation ... View full article
  • When do cancellation fees apply?
    A cancellation fee will apply: If the passenger decides to cancel the order 2 or more minutes after the driver has accepted the transportation services’ request, the passenger will be charged a £6... View full article
  • How much is a cancellation fee?
    In an attempt to provide a fairer experience for drivers, we've introduced a £6 passenger cancellation fee for Ride tours and a £5 passenger cancellation fee for Taxi tours. We understand that pass... View full article
  • How does Fare Adjustment work?
    In the case of a PHV Journey, FREE NOW reserves the right to re-adjust the Fare where the actual distance for the PHV Journey exceeds the estimated distance by +30% or the duration of the PHV Journ... View full article
  • I paid for my trip with cash and card
    If you paid for your trip with cash and your bank card has also been charged please contact our Passenger Care Team. They'll be happy to help! Please make sure you attach proof of double purchase b... View full article
  • What are FREE NOW's additional fees?
    FREE NOW's Fees (not including cancellation fees)     Pick up Drop off Airport Heathrow £5.30 £5 Gatwick £5 £5 Stansted £10 £7 Luton £5 £5 London City £3.8... View full article
  • When do waiting fees apply?
    Waiting fees are a per-minute charge which starts 2 minutes after a driver has arrived at your pickup location. This fee helps compensate the driver's efforts and time spent waiting. You'll receive... View full article
  • I think I've been charged more than expected?
    The final price you've paid depends on the type of trip you booked with FREE NOW. The price you pay is itemized in the trip section of your app, and on your booking invoice, which you'll receive vi... View full article
  • Why are the charges on my bank account different to the booking fare?
    The entries you're seeing on your bank statement may not be charges, but in fact pre-authorisations. A pre-authorisation is a temporary hold of funds placed on your account when you order with FREE... View full article
  • Why did my payment fail?
    Before you can order a ride, you'll need to ensure that there is a valid payment method added to your FREE NOW passenger account. To add a payment method, follow our instructions on How can I add a... View full article
  • How do I settle an outstanding payment?
    If you've received communication from FREE NOW relating to a failed payment, here's what may have happened: Expired credit card Exceeding your monthly/weekly payment limit Insufficient funds in yo... View full article
  • What's surge pricing?
    You may notice surge pricing when the fare of your trip is higher than usual. Surge pricing is used when there is high demand in a specific area and there aren't enough drivers to fulfil this deman... View full article
  • What's a Service Fee?
    The Service Fee is applied to ‘Ride’ (Private Hire) orders in the UK to support us in continuously optimizing our app-based services and contribute to our investments in electric and inclusive mobi... View full article
  • What is the 'Taxi service fee'?
    The Service Fee is included on taxi orders in the UK. This amount is included in the fare estimate shown to you before placing your order.  A service fee is a standard fee among taxi apps (though s... View full article
  • My driver requested that I pay a toll
    Depending on the route taken for your journey you may incur a toll fee. An example of a toll fee is the Central London Fee. In an effort to reduce congestion and pollution in Central London, we add... View full article
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