• What should I do if a passenger forgot something in my car?
    You found an item In the event that you find a lost item in your taxi, we will try to help you return it to the passenger. To do this: Go to the 'Trips' section on the menu of your app  Locate the... 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 on a trip. Refusing to do so is a serious offence that risks prosecution and the possible loss of... 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 p... View full article
  • What should I do if a passenger damages my car?
    As FREE NOW is a third-party service and we don't take responsibility for any damages caused by a passenger. It is part of our General Terms and Conditions Taxi Drivers that we can not pay for dama... 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
  • How can I block a passenger?
    If you have an unpleasant experience with a passenger, you can block them on the app. This will mean that you will not receive any requests from that passenger again.  To block a passenger on the F... 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
Still need help? Contact us