๐ Why have I been charged a temporary hold fee for my rental?
๐ How to claim a charge for my rental?
๐ What to do if I have been charged a fine for my rental?
Why have I been charged a temporary hold fee for my rental?
When you rent any of our mobility services, for security reasons, a temporary hold hold is placed on your payment method, whether the rental is completed or not. A temporary hold is not a charge, but an amount temporarily reserved on your card.
This hold may appear as a pending transaction on your account ("Freenow*Temporary Auth", "FRN*Hold.Free-Now", "Pre -Auth"). Once you complete your trip, the hold will become an actual charge.
If your rental is cancelled without charge, FREENOW will immediately reverse this temporary hold. However, the transaction may take up to 7 days depending on your bank. We recommend you contact your bank directly to inquire about any specific movement on your statement.
For more information, check out our Temporary hold/pending transaction FAQs.
How to claim a charge for my rental?
The final price of your rental includes the minutes driven, the unlock fee, and the parking fee. Always double-check this info breaking down the price in your app and in the invoice sent.
In case you find any inconsistency or error with your payment, or you think you were overcharged, please, contact us.
In your request, indicate to us the ID of the booking, the minutes you rode, and the time you started/finished the rental.
Remember to write us from the email address associated with your FREENOW account.
What to do if I have been charged a fine for my rental?
Fines are the responsibility of the user and should be settled via FREENOW as per your bike rental agreement. Sometimes, in accordance with our extra fees regulations, we can apply an additional processing fee. The total amount will be charged to your FREENOW account payment method.
In case you want to claim a fine, please, contact our Support Team via chat indicating the ID of the rental.
To access the chat:
- Open the app.
- Go to Account > Help > Chats.
- Make sure to choose the booking you need help with.