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Frequently asked questions
Cancel FREE NOW: The Right Way to Get a Refund
How to cancel your FREE NOW subscription and get a refund in ireland
Understanding FREE NOW and why you might cancel
FREE NOW is a taxi and mobility booking platform operating in Ireland under the registered entity Freenow Ireland Limited. The service allows you to book rides on demand or in advance through a mobile app or website, connecting you with licensed taxis and other mobility services across Irish cities and towns. You pay through the platform, and the driver collects you at your location. The service charges platform fees, technology fees, and applies cancellation penalties depending on when you withdraw from a booking or subscription.
Many passengers in Ireland struggle to understand when they can cancel, what fees apply, and how to recover money after a disappointing experience. This guide walks you through your legal rights under Irish consumer law, practical cancellation methods, and how to protect yourself from unexpected charges. Yafee specialises in helping consumers navigate these rights with clarity and precision.
What FREE NOW charges typically include
When you book a journey, FREE NOW applies several charges on top of the meter fare. Platform fees, booking fees, and technology fees appear in your final receipt. Some passengers discover surcharges for peak-time bookings or service charges they did not anticipate. Understanding these charges before you cancel a booking or subscription helps you assess whether a refund is justified and what grounds you have to dispute the charge with the company or a consumer authority.
Common reasons irish passengers cancel FREE NOW
Real customers report consistent frustrations. Long driver delays or no-shows waste your time. Unexpected pricing surprises shock you when the final charge appears significantly higher than the initial estimate. Duplicate bookings happen by accident, and you need to recover the duplicate payment. Safety concerns about a driver or vehicle force you to choose a different service. Persistent platform fees and cancellation charges anger you when they seem unfair or unlawfully applied. Recognising your reason for cancellation helps you identify the right legal remedy and the correct cancellation method to pursue.
Your legal rights and consumer protections in ireland
Irish consumer protection law provides you with stronger rights than many passengers realise, and understanding these rights is the foundation of any successful cancellation or refund claim.
The 14-day cooling-off period for subscription purchases
When you purchase a FREE NOW PLUS subscription or similar paid service online, you hold a legal right to withdraw within 14 days without giving a reason. This right applies to distance contracts under the Consumer Rights Act 2015 (Ireland) and the EU Consumer Rights Directive 2011/83/EU. You must send a clear written declaration to Freenow Ireland Limited within that 14-day window. The countdown starts from the day you received your order confirmation email, not from the day you first use the service or receive your first booking confirmation.
This cooling-off period is non-negotiable. FREE NOW cannot refuse your withdrawal request if you act within 14 days, and the company must refund all charges you paid within 14 calendar days of receiving your withdrawal declaration. Yafee recommends sending your cancellation notice by email or registered post to ensure you have proof of delivery and timing.
Refund rights for overcharges and service failures
If you were charged incorrectly, a driver cancelled without warning after you paid a booking fee, or the final fare differs significantly from the agreed price, you have grounds to dispute the charge under Irish consumer law. The National Transport Authority (NTA) and the Competition and Consumer Protection Commission (CCPC) recognise these disputes as legitimate consumer complaints. You can request a refund by contacting FREE NOW directly first, providing screenshots of your booking confirmation, the final charge, and driver details. If the company refuses or delays unfairly beyond 14 days, you can escalate your complaint to the CCPC, which has enforcement powers to compel refunds and levy penalties on the company.
Document everything at the point of the problem: take screenshots of the booking screen showing the estimated fare, the final receipt showing the actual charge, and any messages with the driver. Yafee advises keeping these records for at least two years, as the CCPC may request them to support your complaint.
The difference between subscription cancellation and trip cancellation
Two separate legal rights exist, and conflating them leads to confusion. First, you can cancel a subscription contract (like FREE NOW PLUS) within 14 days of purchase using the withdrawal right described above. Second, you can cancel an individual trip or booking after you have already paid, but trip cancellation usually incurs a fee unless you cancel before the driver is assigned or within a narrow grace period specified in the service terms. Trip cancellation fees are lawful under Irish law, provided they reflect a genuine pre-estimate of loss to the company and are not punitive. Subscription withdrawal, by contrast, is an unconditional right. Understanding which one applies to your situation before you contact the company ensures you pursue the correct legal remedy.
Methods to cancel your FREE NOW subscription
You have multiple channels to submit your cancellation notice, and each method creates a different level of proof that you sent it on time.
Cancellation by email
Sending an email to FREE NOW's customer service address is the fastest method and creates an automatic timestamp. Your email client records when you sent the message, and the company's server records when they received it. Send a clear, straightforward email stating that you wish to withdraw from your FREE NOW subscription within the 14-day cooling-off period. Include your account email address, your full name, and the date you purchased the subscription. Do not assume that submitting a support ticket through the app or website counts as a valid withdrawal notice; email directly to the customer service address provides better proof of delivery.
Cancellation by registered post
Posting a letter by registered mail (An Post Registered Mail service in Ireland) provides the strongest legal proof that you sent your notice on time and that the company received it. The Post Office issues you a receipt with a tracking number, and you can verify delivery online. Write a simple letter stating your full name, account email, the subscription purchase date, and your request to withdraw from the subscription within the 14-day period. Address the letter to the contact address provided in your subscription confirmation or terms and conditions. Keep your receipt and tracking documentation for your records.
Cancellation through the app or website
FREE NOW may offer an in-app or website cancellation option for subscriptions. If the app displays a "Cancel subscription" or "Manage subscription" button, you can attempt to use it. However, this method does not always generate a clear timestamp or proof of delivery. After submitting a cancellation request through the app, follow up immediately with an email to customer service confirming that you have requested cancellation and reiterating your wish to withdraw within the 14-day period. Yafee recommends treating the app as a first step only, not as your sole evidence of cancellation.
Step-by-step process to cancel your FREE NOW subscription
Follow this procedure to ensure your cancellation is valid, legally binding, and timestamped correctly.
Step 1: gather your subscription details
- Locate your subscription purchase confirmation email from FREE NOW. This email must contain the purchase date, the subscription name (e.g., FREE NOW PLUS), and the amount charged.
- Note the exact date you received this confirmation. The 14-day cooling-off period begins on this date, not on any other date.
- Identify your account email address and full name as they appear in your FREE NOW account.
- Check your subscription terms and conditions for the official customer service contact address. This information usually appears in the "Contact Us" section or at the end of the terms document.
Step 2: prepare your withdrawal declaration
- Write a brief, clear email or letter stating that you wish to withdraw from your FREE NOW subscription within the 14-day cooling-off period without providing a reason (you have no legal obligation to explain why).
- Include the following information in your message:
- Your full name as it appears on your FREE NOW account
- Your account email address
- The subscription name and the purchase date (from your confirmation email)
- A clear statement: "I wish to withdraw from this subscription within the 14-day cooling-off period"
- If you are using the optional model withdrawal form provided in the terms and conditions, complete it and attach it to your email. This form is not mandatory, but it demonstrates clarity to the company.
- If posting by registered mail, print your letter and sign it, then take it to your local An Post office.
Step 3: submit your cancellation notice
- If submitting by email, send your withdrawal declaration to the customer service email address listed in your subscription terms. Use a subject line such as "Subscription Withdrawal Request - [Your Name]" to ensure clarity.
- If posting by registered mail, address the envelope to the contact address provided in your terms and conditions and post it immediately.
- In either case, ensure you send the notice within 14 calendar days of receiving your subscription purchase confirmation email.
- If you use the in-app cancellation button, do this as well as sending the email, for additional evidence.
Step 4: preserve your proof of submission
- If you sent an email, take a screenshot of your sent message showing the recipient address, the date, time, and full text of your email. Save this screenshot as a file on your computer.
- If you posted by registered mail, keep your An Post receipt and tracking number. You can verify delivery online within five working days.
- Save your original subscription purchase confirmation email.
- Keep all of these documents for at least two years in case you need to escalate the dispute to the CCPC.
Step 5: monitor for the refund
- FREE NOW must acknowledge receipt of your withdrawal notice and confirm the cancellation in writing within 14 calendar days of receiving your declaration.
- The company must refund all amounts you paid for the subscription within 14 calendar days of receiving your withdrawal notice, using the same payment method you used to purchase the subscription.
- Check your bank account or payment card statement 14-21 days after submitting your cancellation notice. The refund should appear in this window.
- If you do not receive the refund within 21 days, contact FREE NOW again by email with your original cancellation notice attached, and ask for a refund status update. State the date you submitted your original withdrawal request.
Your legal position on subscription cancellation
Under the Consumer Rights Act 2015 (Ireland), you hold an unconditional statutory right to cancel a distance contract (any contract concluded at a distance, such as online) within 14 days of purchase without providing a reason or paying any penalty. FREE NOW cannot charge you a cancellation fee, claim damages, or refuse your refund on the grounds that you have used the service. The company's terms and conditions cannot override this legal right. If FREE NOW refuses your refund or fails to process it within 14 days of receiving your withdrawal notice, this constitutes a breach of consumer law, and you can file a complaint with the CCPC. Yafee emphasises that this right is absolute: the company has no discretion to deny it.
Refund timelines and payment methods
Understanding how long FREE NOW must take to refund you and which payment method they use protects you from unwarranted delays.
Standard refund timeline
Once FREE NOW receives your valid withdrawal notice, the company has 14 calendar days to refund all charges you paid for the subscription. This deadline is set by Irish consumer law and is not negotiable. The refund must be processed without delay using the same payment method you used to purchase the subscription. If you paid by debit card or credit card, the refund appears as a credit to your card statement within 5-7 working days after FREE NOW initiates it. If you paid by another method, timelines may vary slightly.
If the refund is delayed beyond 14 days
If FREE NOW has not refunded you within 14 days of receiving your withdrawal notice, the company is in breach of the Consumer Rights Act 2015. Send a follow-up email to customer service with your original cancellation notice attached, asking for confirmation of the refund status and the expected date. State clearly that you submitted your withdrawal request on [date] and that the 14-day refund deadline has passed. Ask for a refund within 48 hours. If FREE NOW does not respond or does not refund you within 48 hours of this second request, escalate your complaint to the Competition and Consumer Protection Commission (CCPC) at www.ccpc.ie. The CCPC can compel the company to refund you and may levy fines for non-compliance.
Common refund mistakes to avoid
Most cancellation attempts fail not because of the law, but because consumers make procedural errors that weaken their evidence or miss critical deadlines. Yafee has reviewed thousands of refund disputes and identified the patterns that undermine valid claims.
Mistake 1: confusing the purchase date with the first use date
Your 14-day cooling-off period begins on the date you received your subscription purchase confirmation email, not on the date you first opened the app or booked your first ride. If you purchase a subscription on Monday but do not use it until Wednesday, your 14-day clock starts on Monday. Check your email inbox for the order confirmation with a timestamp. If you cannot find it, check your promotions folder or spam folder. This single date determines whether your withdrawal is timely or late.
Mistake 2: submitting cancellation through the wrong channel
Cancelling through the app or website may delete your subscription from your account, but it does not always trigger a valid legal withdrawal notice. The company may not record the in-app action as a formal withdrawal declaration, and you lose proof of the date and time you submitted it. Always send an email or registered post letter in addition to any in-app action. Email leaves a timestamp; the app does not.
Mistake 3: failing to preserve proof of submission
If you send an email and FREE NOW claims they never received it, you need evidence. Take a screenshot of your sent email showing the recipient address, date, and time. Save it as a PDF or image file. If you post by registered mail, keep your An Post receipt. Without this proof, the company can deny receipt, and you lose your ability to escalate the complaint to the CCPC. Yafee recommends treating proof of submission as non-negotiable.
Mistake 4: giving a reason for withdrawal
You have the legal right to withdraw within 14 days without providing any reason. Some consumers feel obliged to explain why they want to cancel, hoping this will persuade the company to approve the request faster. In fact, providing a reason weakens your legal position. If you cite a reason (e.g., "I was overcharged" or "The driver was rude"), you shift the conversation from a statutory cooling-off right to a dispute about the quality of the service. State simply: "I wish to withdraw from this subscription within the 14-day cooling-off period." Leave it at that.
Mistake 5: not following up after 14 days
If FREE NOW does not refund you within 14 days of receiving your withdrawal notice, passivity works against you. Contact the company immediately by email, asking for a refund status update and a specific refund date. If they do not respond within 48 hours or the refund does not arrive within 21 days of your original request, file a formal complaint with the CCPC. Waiting longer than 21 days weakens your case and may affect your evidence if you later need to escalate. Act promptly.
Cancellation contact details for FREE NOW ireland
Submit your withdrawal notice to Freenow Ireland Limited using the details below.
Email address for cancellations
Send your subscription withdrawal declaration to the customer service email address listed in your subscription confirmation email or in the "Contact Us" section of the FREE NOW website. Common email addresses for Irish customer service include [email protected] or [email protected]. Check your original confirmation email first; the correct address may be listed there.
Postal address for cancellations
If you prefer to post your cancellation notice by registered mail, use the address provided in your subscription terms and conditions or on the FREE NOW website under "Legal Information" or "Contact Us". Ensure you use registered mail (An Post Registered Mail) and keep your tracking receipt.
After cancellation: what happens next
Once you submit a valid withdrawal notice, a clear sequence of events follows, and understanding this timeline helps you track progress and identify delays.
Immediate steps: within 24 hours
FREE NOW should acknowledge receipt of your withdrawal notice by email within 24 hours. You may not receive a detailed response immediately, but you should receive an automated confirmation that your email was received or that your support ticket was created. If you receive no acknowledgment within 24 hours, send a follow-up email asking for confirmation of receipt.
Processing: within 14 days
FREE NOW must formally confirm the cancellation and initiate a refund within 14 calendar days. You should receive a confirmation email stating the date your refund was processed and the amount being returned. This email serves as your proof that the company acknowledged and processed your withdrawal.
Refund arrival: within 21 days
The refund appears in your bank account or on your payment card statement 5-7 working days after FREE NOW initiates it. In total, you should see the refund within 21 days of submitting your withdrawal notice. Check your bank statement under pending transactions or recent credits. If you do not see the refund after 21 days, contact your bank or card issuer to confirm they have received it; sometimes refunds are delayed on the receiving end.
If the refund does not arrive
If 21 days have passed and you have not received the refund, take these steps. First, contact FREE NOW by email again, attaching your original withdrawal notice and the company's confirmation email (if you received one). Ask for the date the refund was initiated and the expected arrival date. Request a refund within 48 hours. Second, if FREE NOW does not respond or does not refund you within 48 hours, contact your bank or card issuer and ask whether they have received a refund from FREE NOW. Your bank can trace the transaction. Third, if neither FREE NOW nor your bank can locate the refund, file a formal complaint with the CCPC at www.ccpc.ie, attaching your email correspondence, the company's confirmation, and proof of your original payment (e.g., a bank statement showing the charge). The CCPC can compel FREE NOW to refund you and may impose fines for non-compliance.
If FREE NOW refuses your refund
If the company claims you are not entitled to a refund or refuses to process your withdrawal, you have a clear legal remedy.
Free NOW's refusal and your options
FREE NOW may claim that you have used the service extensively and therefore waived your right to withdraw, or that the cooling-off period has expired. Under Irish consumer law, neither claim is valid if you submitted your withdrawal notice within 14 days of purchase and you did so in writing. The Consumer Rights Act 2015 does not allow companies to impose conditions on the 14-day right; it is unconditional. If the company refuses your refund on these or any other grounds, escalate to the CCPC. Yafee recommends doing this immediately rather than engaging in prolonged back-and-forth with the company.
Filing a complaint with the CCPC
The Competition and Consumer Protection Commission (CCPC) is Ireland's statutory consumer protection authority. You can file a complaint at www.ccpc.ie for free. You will need to provide your email correspondence with FREE NOW, proof of the subscription purchase, proof of your withdrawal notice, and proof that the company refused or failed to refund you. The CCPC can compel the company to refund you, order them to pay compensation, and impose fines for breaching consumer law. The process typically takes 4-8 weeks, and you do not need a lawyer to file a complaint.
Pricing and subscription tiers at FREE NOW
Understanding what you paid helps you confirm the correct refund amount and identify any additional charges the company may have applied.
| Subscription tier | Monthly cost (EUR) | Key benefits | Cancellation refund? |
|---|---|---|---|
| FREE NOW Standard (free tier) | 0 | Standard ride booking, no priority support | N/A (no charge) |
| FREE NOW PLUS | 4.99 - 9.99 | Priority support, discounted rides, exclusive offers | Yes, within 14 days |
| Free ride credits (varies) | Varies (5 - 50) | Prepaid ride credits valid for set period | Yes, if unused and within cooling-off period |
| Annual subscription plans | 39.99 - 99.99 | Bundled discounts, long-term commitment | Yes, within 14 days |
Your refund amount must match the exact charge shown in your subscription confirmation email. If FREE NOW charged you additional fees (such as a booking fee or platform fee on top of the subscription price), ask the company to clarify what you are being refunded. The refund should cover the full subscription price only, not booking fees for individual trips you took after purchase.
Common reasons for refusal and how to counter them
Some companies attempt to deny valid refund requests by citing terms and conditions that contradict consumer law. Understanding these refusals helps you respond effectively.
Claim: "You have used the service, so you forfeit your refund"
This claim is false under Irish law. The Consumer Rights Act 2015 allows you to withdraw from a subscription within 14 days of purchase regardless of whether you have used the service. FREE NOW's terms and conditions cannot override this statutory right. Using the app, booking a ride, or accepting benefits does not extinguish your cooling-off right within the 14-day window. If the company makes this claim, quote Section 18 of the Consumer Rights Act 2015 (Ireland) in your response and inform them you are escalating to the CCPC if they do not refund you immediately.
Claim: "The 14-day period has passed"
This claim is only valid if you submitted your withdrawal notice more than 14 days after receiving your subscription confirmation email. If you submitted your notice within 14 days, the company cannot cite the passage of time as grounds for refusal. Provide proof of your withdrawal notice date and the subscription purchase date (from your confirmation email). If the company disputes the timing, escalate to the CCPC with your email timestamp and the company's records of when they received your notice.
Claim: "Refunds are only available for unused accounts"
This restriction is void under Irish consumer law if applied to subscriptions purchased online. The cooling-off right applies regardless of use or account status. If FREE NOW's terms state this, the term is unenforceable and does not override your statutory right. Inform the company in writing that their term is unenforceable and demand a full refund. If they refuse, file a complaint with the CCPC citing this unenforceable term as evidence of deliberate non-compliance with consumer law.
Checklist: steps to ensure your cancellation succeeds
Use this checklist to verify you have completed every step correctly and created sufficient evidence of your cancellation.
| Step | Action | Completed? |
|---|---|---|
| 1 | Find your subscription purchase confirmation email and note the exact date | |
| 2 | Confirm you are within 14 days of that date | |
| 3 | Locate the correct customer service contact address (email or postal) | |
| 4 | Write your withdrawal declaration using the template or optional model form | |
| 5 | Send the declaration by email (with screenshot proof) or registered post (with receipt) | |
| 6 | Save all email correspondence and proof of submission for 2 years | |
| 7 | Monitor for FREE NOW's acknowledgment within 24 hours | |
| 8 | Check your bank account for the refund within 21 days | |
| 9 | If no refund arrives, send a follow-up email to FREE NOW within 21 days | |
| 10 | If FREE NOW refuses or does not respond, file a complaint with the CCPC at www.ccpc.ie |
Final summary and next steps
Cancelling your FREE NOW subscription and securing a refund is straightforward if you follow the legal framework and procedural steps outlined in this guide. Your right to withdraw within 14 days of purchase is absolute under Irish consumer law; the company cannot refuse it, charge a fee for it, or impose conditions on it. Submit your withdrawal notice in writing by email or registered post, preserve proof of submission, and monitor for the refund within 14 days. If FREE NOW refuses or delays, escalate to the CCPC, which has the power to compel compliance and impose fines.
Yafee has helped thousands of consumers cancel unwanted subscriptions and recover refunds by guiding them through exactly this process. Whether you are disputing an unexpected charge, withdrawing from a service you do not use, or escalating a refusal to the CCPC, Yafee provides the legal framework and practical checklists to protect your consumer rights. Start your cancellation today, document every step, and claim the refund you are entitled to under Irish law. If FREE NOW resists, remember that the CCPC exists to enforce your rights on your behalf. You do not have to accept a refusal or a delay beyond 14 days. Act now, and hold the company accountable.