How does it show up on my bank statement?
Why do I see both a hold and a charge for the same ride?
When will the temporary hold on my account funds be released?
What’s a temporary hold?
When you book a ride on Freenow, your bank may place a temporary hold on your card to check that it’s working and has enough funds. This hold isn’t an actual charge—it’s just a "pre-authorization" to make sure the payment can go through once your ride is done.
How does it show up on my bank statement?
The hold will show as "Pending" and may look something like "FRN*hold.free-now.com." Although it’s not a charge, it will temporarily reduce your available balance.
Why do I see both a hold and a charge for the same ride?
Don’t worry, you’re not being charged twice! Once the ride is complete (or if you cancel), Freenow charges the actual fare and asks your bank to remove the hold.
When will the temporary hold on my account funds be released?
Freenow will automatically request the payment operator to release the temporary hold within 30 minutes for completed trips and 15 minutes for cancelled trips. However, the release of the amount may take up to 7 business days, depending on the bank and associated payment processors (Visa, Mastercard, PayPal, etc.).
If the amount is still not available in your account after this time, please contact your bank for more information.
How much money will be held?
The temporary hold is based on your trip and takes into account the vehicle/mobility type and the covered distance.
For ride-hailing, the held amount is usually the estimated fare amount. For other vehicle types (eBikes), the hold can be higher than the cost of the service. Where this is the case, the actual charge will reflect the lower fare, and the temporary hold will be released.
Important!
If you update the drop-off address, we will pre-authorize your payment method again based on the new trip price. In some cases, both the initial and updated temporary holds may appear on your bank statement. Rest assured, these holds will be automatically released once your trip is complete, and you will only be charged the final amount.