Cancellation Fee

In order to improve the efficiency of our service, we introduced a cancellation fee. A passenger can still cancel a trip at any time. However, the passenger may be charged a fee in line with the preconditions set out below:

• If the passenger decides to cancel the order 2 or more minutes after the taxi driver has accepted the transportation services’ request, the passenger will be charged a €5.00 Cancellation Fee.

• If the passenger does not arrive within 3 minutes of the taxi driver’s arrival, and the taxi driver cancels the order, the passenger will be charged a €5.00 Cancellation Fee.

• If the passenger decides to cancel the order 2 or more minutes after the Premium driver has accepted the transportation services’ request, the passenger will be charged a €5.00 Cancellation Fee.

• If the passenger does not arrive within 10 minutes of the Reserve Fleet driver’s arrival, and the Reserve driver cancels the order, the passenger will be charged a €5.00 Cancellation Fee.

If a passenger is a cash-only user and has incurred a Cancellation Fee subject to the preconditions set forth in this Fee Policy, FREENOW reserves the right to block the passenger after 1 cancellation until the passenger pays all Cancellation Fees due from him/her. This may require the passenger to register another payment method to be able to pay the debt. FREENOW also reserves the right to automatically take payment of the Cancellation Fee through another payment method registered by the passenger.

Technology Fee 

FREENOW charges a technology fee which will always be visible to the passenger upfront, in advance of placing an order, and also on the passenger’s receipt, that goes towards making sure that we can continue to invest in technology improvements allowing the extension of FREENOW’s product offering for passengers and in return for the successful use of the FREENOW services (the “Technology Fee”). 

The value of the Technology Fee for a specific ride will vary and be influenced by a number of factors which may include which transportation method is ordered by the passenger, the time for which a passenger orders a ride, market conditions at the time of placing the order and/or other factors. 

Valid as of: 1 December 2023

© FREENOW Ireland Limited 

Since the introduction of the technology fee over 8 months ago we have seen an improvement of 10% in service levels within the FREENOW app. The technology fee has allowed the company to spend over 100 million in incentives to date encourage and support drivers to work at peak times, with peak timings remaining on weekend nights from midnight to 4am as the most challenging across the public transport network in Ireland. 

Please note that for Business Account Holders, the fees that apply to passengers shall be paid by the Business Account Holder subject to the terms of its contract with FREENOW. Where a passenger books a trip outside of the scope of its agreement with the Business Account Holder, it shall be responsible for paying those fees to FREENOW. In addition, passengers may pay for trips using their own payment methods.  

FREENOW Ireland Ltd.

Address and registered office: 7-12 Baggot Court, Dublin 2

CRO no. 510447