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1. Why does FREE NOW introduce the Cancellation and Waiting Time Fee?
We understand that passengers sometimes have to cancel bookings due to unforeseen circumstances. However, last-minute cancellations have a direct negative impact on our service. This is not only only for other passengers who may have to wait longer for their pick-up or don’t even get a ride, but especially for drivers who up until this point have not received any compensation for costs incurred by a late cancellation.
In order to reduce late cancellations and to further improve the experience of our service for passengers and drivers, we are introducing the Cancellation and Waiting Time Fee for passengers. The fees are passed on to the drivers via the company for which they work.
2. For what kind of cancellations will a Cancellation Fee be charged?
A Cancellation Fee is only charged under certain conditions and not as a general rule for every booking that is canceled. Furthermore, we make a distinction between whether the cancellation was made by a passenger or a driver.
2.1 Passenger cancellation
A passenger will only be charged a Cancellation Fee, if the cancellation fits the following criteria.
2.2 Driver cancellation
A passenger will only be charged a Cancellation Fee for a driver cancellation, if a driver has already waited five minutes or more at the pick-up address. After five minutes the driver is requested via the FREE NOW app to call the passenger and inform them that they are already waiting at the pick-up address.
*Update for April 1st, 2023 onwards.*
A passenger will only be charged a Cancellation Fee for a driver cancellation, if a driver has already waited 2 minutes or more at the pick-up address. After arriving at the pick up address the driver is prompted to call the passenger via the FREENOW app, should the passenger not show up immediately.
If the passenger does not answer the call or wishes to cancel the trip, the driver can then cancel the trip via the FREENOW driver app.
A passenger should therefore inform the driver in advance, if they could be late at the pick-up address. The driver will be happy to wait so that the trip can take place.
Further information on the Cancellation Fee can be found in the FREE NOW Fee Policy.
3. When will a Waiting Time Fee be charged?
Waiting Time Fees are a compensation for the otherwise uncompensated time, effort and possible missed tour offers, when the driver has to wait for a passenger longer.
Waiting Time Fees only apply to FREENOW Ride (Private Hire / PHV) bookings and only under the following conditions.
3.1 Waiting Time Fee for Ride and Ride Screen
3.2 Waiting Time Fee for Ride XL
3.1 Waiting Time Fee for Ride Comfort
You can find more information about the Waiting Time Fee in the FREE NOW Fee Policy.
*Update for April 1st, 2023 onwards.*
3. When will a Waiting Time Fee be charged?
Waiting Time Fees are a compensation for the otherwise uncompensated time, effort and possible missed tour offers, when a driver has to wait for a passenger longer.
3.1 Waiting Time Fee for Ride
The Waiting Time Fee for Ride is charged after the 2 minutes of the driver's arrival at the pick-up address. The amount of the Waiting Time Fee can always be checked prior to the booking and before the dispatch of the booking to the drivers via the booking overview in the app.
3.2 Waiting Time Fee for taxi
The Waiting Time Fee for taxi is subject to local taxi regulations. Following its assignment to FREENOW, FREENOW may collect the fee in its own name.
4.1 Passenger cancellation
If a passenger cancels a booking, the passenger gets notified via the app that a fee will be charged for the cancellation. The passenger can then decide whether to cancel the booking or to withdraw the cancellation.
This message is only displayed if a fee will actually be incurred for the cancellation.
4.2 Driver cancellation
A passenger that doesn’t show up at the pick-up address after 5 minutes and doesn’t answer the driver's call, will not receive an additional warning about being charged a Cancellation Fee. Immediately after the cancellation the passengers will receive a message via the app informing them of the chargeable cancellation.
*Update for April 1st, 2023 onwards.*
A passenger that doesn’t show up at the pick-up address after 2 minutes or more and doesn’t answer the driver's call, will not receive an additional warning about being charged a Cancellation Fee. Immediately after the cancellation the passengers will receive a message via the app informing them of the chargeable cancellation.
5. Are there any exceptions where there is no charge for a late cancellation?
For new customers who are just getting to know our service, late cancellations are initially not subject to a fee. The Waiting Time Fee is not charged for B2B trips.
*Update for April 1st, 2023 onwards.*
For new customers who are just getting to know our service, late cancellations are initially not subject to a fee.
6. How are passengers being informed about being charged a Cancellation or Waiting Time Fee?
The passenger receives feedback on a chargeable cancellation or Waiting Time Fees directly via the app. If a Cancellation Fee is charged, the passenger will also receive an email informing them of the cost of their cancellation. If a Waiting Time Fee is charged, it will be explicitly shown in the receipt for the trip sent to them via email.
7. How are Cancellation and Waiting Time Fees charged from the passenger?
The fees are collected via a cashless payment method that the passenger has added to his FREE NOW account, for example a credit card.
8. How can passengers object to the payment of a cancellation or waiting time fee?
Passengers can contact us directly via the Helpcenter in the app.
9. How do passengers get a refund for a Cancellation or Waiting Time Fee?
If, after checking the facts, a refund of Cancellation and Waiting Time Fees is accepted as fair and justified, the passenger will be credited the corresponding amount via a payment method added to his FREE NOW account (e.g. credit card refund).
Service Fee
1. What exactly is the Service Fee for passengers?
FREE NOW charges a Service Fee of €1.50 per trip for taxi rides booked via the FREE NOW app. The Service Fee is not charged for B2B trips.
*Update for April 1st, 2023 onwards.*
FREENOW charges an additional Service Fee on Taxi and Ride trips. The amount of the Service Fee for a particular booking is affected by a number of factors, including the method of transportation booked by the passenger, the time for which a passenger books a ride, market conditions at the time of the order and/or other factors.
2. Will the Service Fee also be charged for Ride, e-Scooters or other services?
The Service Fee is only charged for taxi rides.
*Update for April 1st, 2023 onwards.*
2. Will the Service Fee also be for e-Scooters, Carsharing or other services?
The Service Fee is only charged on Taxi and Ride.
3. What is the Service Fee used for?
The Service Fee supports us in continuously improving the app and promoting innovaitons like reaching our goal of Net Zero Emission in 2030.
4. Does the Service Fee also benefit drivers?
Drivers don't benefit from the fee in a direct way. But of course, the drivers will benefit from improved services as well as continous technical updates and support in the app.
5. Can passengers object to a Service that has been paid?
Passengers can object to a paid Service Fee via the FREE NOW Helpcenter. If an objection is accepted after checking the facts, the passenger will receive a refund.
