• What should I do if a passenger forgot something in my car?
    If a passenger has left something inside your vehicle, they'll be able to contact you through the app, up to 7 days after the trip ends: Please note that this phone service is anonymised, so the p... View full article
  • How can I raise a complaint about a passenger?
    We take the conduct of our passengers, and the safety and security of FREE NOW drivers extremely seriously. There are a few things you can do to inform us of any passenger misconduct. Rate your pas... View full article
  • When can I refuse service to a passenger?
    You should always complete the trip if possible, however, we appreciate that there may be some circumstances when you may need to refuse service.  A job should only be cancelled for a valid reason,... View full article
  • What should I do if a passenger wants to bring an animal?
    It is a FREE NOW policy and the law that you must always allow service dogs to accompany passengers for a trip. Refusing to do so is a serious offence that risks prosecution and the possible loss o... View full article
  • I have been in a dangerous situation with a passenger
    Your safety comes first so we encourage you to cancel a trip if you ever feel at any risk. If it is too late for that, because, for example, the customer is aggressive and you feel that you are in ... View full article
  • What should I do if a passenger has issues paying/left the vehicle without paying?
    Passengers can choose between two different payment methods; App or Cash. If the payment method is showing as 'App Payment', then the passenger will be charged via their FREE NOW account. If the pa... View full article
  • What should I do if a passenger spills food or drink in my car?
    In the event that a passenger causes any mess in your vehicle, you can add an additional amount to the fare as compensation. As FREE NOW is a third party service and we don't take responsibility fo... View full article
  • What should I do if a passenger vomits in my car?
    In the event that a passenger causes any mess in your vehicle, you can add an additional amount to the fare as compensation. As FREE NOW is a third party service and we don't take responsibility fo... View full article
  • Can I drive with Passengers under the age of 18?
    The short answer is yes! There is no age limit for passengers taking a trip in a taxi. It's common for taxis to be used for trips such as school runs.  View full article
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