Information about the cancellation fee for a FREENOW trip in Spain.

WHAT HAPPENS IF YOU CANCEL YOUR TRIP?

Get informed about the update in cancellation cost conditions, effective from September 18, 2023.

There might be instances when you need to cancel a trip. This can be done swiftly through our app. However, please be aware that cancellations may incur charges.

Remember that the fees may vary depending on the location where you use the app.

WHY?

Our drivers are eager to provide you with excellent service. If you cancel a trip, they might already be on their way to pick you up, incurring time, fuel, and potentially missing out on other trips. We aim to maintain a high level of service for you and keep our drivers happy.

WHAT HAPPENS IF YOU CANCEL?

If you cancel after we've assigned a driver to your trip, there may be a charge involved. This depends on the elapsed time and various other factors. We will provide you with information in the app before you proceed with the cancellation.

WHAT HAPPENS IF THE DRIVER CANCELS?

If your driver arrives at the pickup location and you're not there, they will wait and try to call you. Ultimately, if they can't reach you, the driver will cancel your trip. In this case, there may also be a cost associated with the cancellation.

IN WHAT SITUATION WILL I INCUR A CANCELLATION FEE?

You can cancel your trip at any time, but please be aware that you may incur a €5 cancellation fee as outlined below:

1. Cancellation Fee after the driver accepts your ride:

If you decide to cancel your ride after the driver has accepted it, and if two or more minutes have passed since the driver accepted the ride, and the driver has traveled a distance equal to or greater than 150 meters towards your pickup location after accepting it, you will be charged a €5 cancellation fee. The fee will also be charged if the driver is within 100 meters of the pickup point.

2. Cancellation Fee after the driver arrives at the pickup location:

If you are not at the agreed pickup location within 5 minutes of the driver's arrival, and the driver decides to cancel, a €5 cancellation fee will be charged.

3. Cancellation Fee if your only payment method in the App is cash:

If you have selected to pay with cash and incur a cancellation fee, the charge will automatically be made to your bank card. If for any reason the charge cannot be processed, your account may be suspended until you settle the outstanding payments.

WHAT IF I HAVE A VALID REASON FOR CANCELLATION?

We understand that cancellations can sometimes be due to unforeseen circumstances. If you believe you have been unfairly charged a cancellation fee, you can contact us through this link.

HOW DO PASSENGERS GET NOTIFIED ABOUT THE CANCELLATION FEE?

Cancellations by Passengers:

Passengers are first presented with a message warning them about a potential cancellation fee that may be charged if they proceed to cancel their ride after the driver has arrived or is en route. The passenger can choose to either dismiss the cancellation or proceed with the cancellation and, consequently, accept the cancellation fee.

This warning will be displayed when a passenger cancels on a driver who has already arrived, traveled a certain distance, or is in close proximity to the pickup point. It also applies if more than two minutes have passed since the request was made. The details of the cancellation policy vary by country and can be found in the cancellation policy linked in our Terms and Conditions.

Driver Cancellations:

Passengers who do not show up at their pickup location, thus causing the driver to cancel, will be notified through the app notification after the cancellation has occurred. There is also a minimum wait time for driver cancellations (5 minutes in Spain), which varies by country and can be found in the cancellation policy linked in our Terms and Conditions.

HOW DOES THE PASSENGER KNOW IF THEY HAVE BEEN CHARGED THE CANCELLATION FEE?

The passenger will be notified through the app before the cancellation fee is charged. The cancellation fee amount will be deducted using any valid payment method linked to their FREENOW account.

HOW CAN THE PASSENGER DISPUTE A CANCELLATION FEE CHARGE ON THEIR ACCOUNT?

Sigue estos sencillos pasos:

Go to "Profile."
Click on "Trips."
Find the booking to which the cancellation fee has been applied.
Under "Help," find "Refund my cancellation fee."

Alternatively, you can go directly to the 'Help' section in your Profile and select 'Refund my cancellation fee.' Make sure to include the booking ID for which the cancellation fee was charged so our customer support team can assist you.

In any case, our team will review the request and, after verifying all the details of the booking, will confirm if the refund will be processed.

HOW WILL THE PASSENGER BE REFUNDED?

If the passenger is eligible for a refund, they will be refunded the exact amount of the cancellation fee in the form of FREENOW credits, which will be used on their next trip.

Important: FREENOW credits will only be applied to trips where App payment is selected.