With Hailo you will always get five minutes free waiting time, and the driver will not start the meter until you get in the cab, or until the free five minutes waiting time has passed. When the meter is started, it will show the standard charge as advised by the local regulatory body. If your driver has been waiting for longer than five minutes, or you requested to be picked up from a different location to the one you booked, you may see more on the meter. However, if you still think the meter was showing an excessive charge when you boarded, ask the driver why the meter was started. Alternatively, please give us all the details including the job reference number located at the bottom of your email receipt.