Payments, Pricing & Fees

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

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

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

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

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

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

The final price you've paid depends on the type of trip you booked with FREE NOW. The price you pay is itemised in the trip section of your app, and on your booking invoice, which you'll receive vi... View full article

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

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 passe... View full article

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

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, here. If you're wo... View full article

If you've received communication from FREE NOW relating to a failed payment, here's what may have happened. Why did my payment fail? There are several reasons why your payment can fail however in t... View full article

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

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

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