• A passenger forgot something in my vehicle. What should I do?
    If a passenger has left something inside your vehicle, then 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 ... View full article
  • When can I refuse service to a passenger?
    We expect you to cancel a ride under the following circumstances: A very drunk or aggressive passenger An unaccompanied minor (under the age of 18) - our terms and conditions require passengers to... View full article
  • How can I raise a complaint about a passenger?
    We're sorry to hear that you've had a bad experience with a passenger. We take the conduct of passengers, and the safety and security of drivers extremely seriously. Rate your Passengers via the FR... View full article
  • I have been in a dangerous situation with a passenger
    Your safety comes first, so we encourage you to cancel the trip and phone 999 if you ever feel at risk.  You can also use our 24/7 Driver Emergency line, which is only for reporting serious inciden... View full article
  • What should I do if a passenger damaged my vehicle?
    We are sorry to hear that a passenger has caused damage to your vehicle. Please send the full details of the incident to our Driver Care team.  We take these cases very seriously and we will inves... View full article
  • What should I do if a passenger has spilt food or drink in my vehicle?
    We encourage you to set the rules for your vehicle including a no food or drink policy to avoid customers making a mess. If passengers refuse to follow the rules of your car then you have every rig... View full article
  • What should I do if a passenger has vomited in my vehicle?
    If a passenger stains your vehicle because of vomiting or other bodily fluids then we'll work with the passenger to cover the costs of cleaning. You should report the incident immediately to our Dr... 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
  • How can I block a passenger?
    If you have an unpleasant experience with a passenger, you have the option to block them on the app. This will mean that you will not receive any requests from that passenger again.  To block a pas... View full article
  • Can I drive with passengers under the age of 18?
    Our T&C's state that the passenger must be 18 years of age or older to use FREE NOW. We expect you to refuse trips to those under the age of 18 who are not accompanied by an adult. View full article
  • How do FREE NOW support police investigations?
    We work closely with the Police to support their enquiries and will comply with any request for information from them. We would strongly recommend all of our users to report criminal activity to th... View full article
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