Cancellation fees apply to compensate drivers for their time and effort when a ride is cancelled under certain circumstances. These fees vary depending on the type of service.
A cancellation fee may be applied when:
- The driver cancels the ride after arriving at the pickup location and waiting for a specific period.
- The passenger cancels the ride after a driver has accepted the request and started approaching the pickup location, and a certain time has passed.
- A pre-booking is cancelled within a specific timeframe before the scheduled pickup time.
For detailed information about cancellation fees, including the specific amounts and timeframes, please refer to our Fee Policy. You can also check if a cancellation fee was added to your trip by looking in the 'Trips' section of the FREENOW app.
If there is any issue with a cancellation fee on your trip, please get in touch with our Passenger Care Team via chat.
To access the chat open the app and go to Account > Help > Chat.
Remember to select the right booking in question so we can help quickly!