These Terms and Conditions (hereinafter the "Terms") govern all private chauffeur transportation services offered by the company DRIVIGO (hereinafter the "Provider") to any client (hereinafter the "Client"), whether an individual or a business entity.
These Terms are available at all times on the website www.drivigo.fr and are communicated to the Client prior to any booking.
These Terms define the rights and obligations of the parties in the context of the sale of private chauffeur transportation services (VTC), in accordance with articles L. 3120-1 et seq. of the French Transport Code.
Any booking, regardless of the channel used, constitutes full and unconditional acceptance of these Terms in the version in force on the date of the booking.
The Provider reserves the right to amend these Terms. Amendments take effect upon publication on the website and apply to bookings made after such publication.
The service consists of providing a vehicle with a professional chauffeur holding a valid VTC professional card.
In accordance with applicable regulations:
all pickups require a prior booking;
kerb-crawling and spontaneous pickups on public roads are prohibited.
The Provider offers several vehicle categories:
Business (sedan)
Van Business (7-seat van)
Prestige (luxury vehicle)
The category is selected by the Client at the time of booking.
The Provider may, for the purpose of fulfilling the service, engage partner chauffeurs who meet the same qualification and insurance requirements, without this constituting a modification of the service.
Any booking request constitutes an offer by the Client subject to acceptance by the Provider. The contract is formed only upon express confirmation of the booking by the Provider; no service is guaranteed before such confirmation.
The booking is confirmed:
online after validation of payment or deposit;
upon quotation after acceptance and payment.
The Provider may refuse or decline to confirm a booking request on any legitimate ground (in particular unavailability, incomplete or incorrect information, non-payment, or a safety imperative). Such a refusal, occurring before confirmation, does not constitute a cancellation: it gives rise to no indemnity on either side, and any sum already paid by the Client is refunded in full.
4.3 — Quotation validity
Any quotation issued by the Provider is valid for 15 days from the date of issue, unless otherwise stated.
4.4 — Pre-contractual information
In accordance with article L. 221-5 of the French Consumer Code, the Client receives the necessary pre-contractual information prior to any booking.
Prices are expressed in euros inclusive of all taxes (TTC). The applicable VAT rate is 10% for transportation services (article 279 of the French General Tax Code) and 20% for hourly disposal services.
5.2 — Items included in the fare
Professional liability insurance
Fuel
Chauffeur remuneration
Vehicle maintenance
Kilometres and travel time as per the quotation
Luggage
Tolls
5.3 — Items not included
Paid parking
Access fees (VIP car parks, restricted areas)
Ferry / Eurotunnel (Flexiplus return: approximately 620 EUR)
Credit card (Visa, CB, Mastercard, American Express) and bank transfer.
7.2 — Payment timing
Payment is due at the time of booking, unless otherwise agreed between the parties.
7.3 — Deposit
A deposit of 50% inclusive of all taxes may be required at the time of booking. The balance is due before the service is performed.
7.4 — Late payment (business clients)
In the event of late payment, penalty interest shall be applied at the ECB rate plus 10 percentage points, together with a fixed compensation of 40 EUR for recovery costs.
7.5 — Late payment (consumers)
In the event of late payment, the statutory interest rate shall apply after a formal notice has remained unsuccessful for 8 days.
7.6 — Invoicing
The invoice is sent electronically after the service has been performed.
Article 8 — Amendment and cancellation — standard rides
8.1 — Amendment
Only a minor amendment is free, and only up to 6 hours before pickup (subject to availability). An amendment is minor when it has no impact whatsoever on the price of the service: pickup location within the same area, passenger contact details or identity, a slight time adjustment within the same slot, adding a service. Less than 6 hours before pickup, an amendment is satisfied only where it is materially feasible given the chauffeur's commitment already in place, and may incur a surcharge corresponding to the costs induced (repositioning, waiting time).
Any reduction of the service is a partial cancellation — decrease in duration or distance, fewer passengers or vehicles, downgrade to a lower category, removal of a trip or segment: the applicable cancellation schedule (Article 8.2, or Article 8.5 for long-distance services) applies to the removed portion. A date postponement, or a substantial change of time or route, is a cancellation (Article 8.2, or 8.5 for long-distance) followed by a new booking. No amendment may be used to circumvent the cancellation fees.
8.2 — Cancellation by the Client
Cancellation notice
Cancellation fee
More than 72 hours before
Free of charge (0%)
Between 72 h and 48 h before
20% of the total amount incl. taxes
Between 48 h and 24 h before
50% of the total amount incl. taxes
Between 24 h and 6 h before
75% of the total amount incl. taxes
Less than 6 h or chauffeur already dispatched
100% of the total amount incl. taxes
These fees constitute a lump-sum indemnity (a penalty clause within the meaning of Article 1231-5 of the French Civil Code) covering the immobilisation and resource-commitment costs already incurred by the Provider — in particular the remuneration of the chauffeur already assigned, then due. The parties acknowledge it as a reasonable, anticipated assessment of the prejudice; the Provider need not justify the detail thereof, without prejudice to the court's power of moderation provided for in Article 1231-5 of the French Civil Code.
8.3 — Cancellation procedure
Any cancellation must be notified in writing (email or SMS) to the Provider.
8.4 — Cancellation by the Provider
In the event the Provider is unable to perform the service, it undertakes to offer an equivalent replacement or, failing that, to issue a full refund within 14 days.
For the sake of balance, where the cancellation — or the reduction of the fleet — is attributable to the Provider (other than force majeure under Article 18) and occurs within a period in which an equivalent cancellation or reduction by the Client would have incurred fees, the Provider pays the Client an indemnity equal to those same fees (per the applicable schedule of Articles 8, 9 or 10), in addition to the full refund or the refund of the portion concerned, as compensation for the prejudice suffered. It applies only to a booking previously confirmed by the Provider (Article 4.2); the refusal of a request before confirmation does not constitute a cancellation and gives rise to no indemnity. Nor does this provision apply to force majeure, governed by Article 18.
8.5 — Long-distance services
For services exceeding 200 km or outside the Ile-de-France region, the chauffeur must observe a mandatory prior rest period (regulations on driving and rest times and road safety requirements). To this end, the chauffeur reserves the entire day before departure as well as the mission day(s) and remains unavailable for any other service. This immobilisation, which allows no reassignment, justifies the following specific schedule, assessed in relation to the scheduled departure time:
Cancellation notice (before departure)
Cancellation fee
More than 7 days before
0%
Between 7 days and 72 h before
30% of the total amount incl. taxes
Between 72 h and 48 h before
50% of the total amount incl. taxes
Less than 48 h before
100% of the total amount incl. taxes
A minimum charge of 500 EUR incl. taxes applies as soon as fees are due under the schedule above (from the 30% tier). Once the chauffeur is mobilised (preparatory rest, vehicle en route or waiting), the full amount inclusive of taxes is due. A 50% deposit, offset against any cancellation indemnity, may be required at booking for these services.
For these services, any substantial amendment (date, departure time, itinerary, category) is accepted free of charge up to 7 days before departure; within that timeframe it follows the schedule above, a reduction being treated as a partial cancellation. Where the cancellation is attributable to the Provider, the reciprocity principle of Article 8.4 applies to this schedule.
Event missions are defined as services linked to a specific event (trade show, conference, seminar, wedding, gala evening, film shoot, etc.) involving the coordinated deployment of one or more vehicles and chauffeurs over a defined period.
9.2 — Amendment and cancellation
Minor adjustments (a passenger's contact details, a pickup point within the same area, a time change that does not affect the size of the dispatched fleet) are accepted free of charge, subject to availability, up to 24 hours before the start of the mission.
Any substantial amendment (change of date, duration, number of vehicles or chauffeurs, locations or scope of the mission) is accepted free of charge up to 7 days before the start of the mission. Within that timeframe, and so that an amendment cannot be used to circumvent the cancellation fees, it follows the schedule below (and Article 9.3 for a fleet reduction), calculated on the original booking according to the notice before mission start. A date postponement is treated as a cancellation followed by a new booking, unless otherwise agreed in writing by the Provider.
Cancellation notice (before mission start)
Cancellation fee
More than 7 days before
Free of charge (0%)
Between 7 days and 72 h
30% of the total amount incl. taxes
Between 72 h and 24 h
60% of the total amount incl. taxes
Less than 24 h before the start of the mission
100% of the total amount incl. taxes
Mission started (chauffeur mobilised / vehicle immobilised)
100% of the entire service
These fees constitute a lump-sum indemnity (a penalty clause within the meaning of Article 1231-5 of the French Civil Code) covering the immobilisation and commitment costs of the dedicated fleet already incurred by the Provider — in particular the remuneration of the chauffeurs and the booking of resources, then due. The parties acknowledge it as a reasonable, anticipated assessment of the prejudice; the Provider need not justify the detail thereof, without prejudice to the court's power of moderation provided for in Article 1231-5 of the French Civil Code.
The cancellation notice is assessed by reference to the start of the mission — that is, the first pickup or the mobilisation of the dedicated fleet (vehicle(s) and chauffeur(s)) — and not by reference to each daily service taken in isolation. For a multi-day mission, the entire defined period constitutes a single and indivisible service.
Once the mission has begun, the fleet being reserved and immobilised for the entire agreed period, the full service is due (100% of the total amount incl. taxes), including the days or services not yet performed. The immobilisation of the vehicle(s) and the unavailability of the chauffeur(s) for the duration of the mission preclude any reassignment, which justifies full invoicing.
Where the cancellation — or the reduction of the fleet — is attributable to the Provider, the reciprocity principle of Article 8.4 applies to this schedule.
9.3 — Fleet reduction
In the event of a reduction in the number of vehicles or the duration of the mission after confirmation, the following fees apply:
Notice period
Fee on the reduced portion
More than 7 days before
0%
Between 7 days and 72 h
30%
Between 72 h and 24 h
60%
Less than 24 h
100%
9.4 — Institutional and diplomatic cases
For missions involving institutions, diplomatic delegations or official events, the cancellation and amendment terms may be subject to a specific agreement between the parties, formalised in writing prior to the mission.
International missions are defined as services involving travel outside French territory. The fare includes the chauffeur's travel, accommodation, meals and, if necessary, a prior route reconnaissance.
10.1 — Applicable law
International missions remain subject to French law. Any dispute falls within the jurisdiction of the courts of Paris.
10.2 — Currency
All fares are expressed and payable exclusively in euros.
10.3 — Payment terms
The full amount of the international mission must be paid before departure.
10.4 — Amendment
Minor adjustments (a passenger's contact details, a minor time change affecting neither the international itinerary nor the size of the dispatched fleet) are accepted free of charge, subject to availability, up to 72 hours before the start of the mission.
Any substantial amendment (change of date, duration, country or itinerary, number of vehicles or chauffeurs) is accepted free of charge up to 30 days before the start of the mission. Within that timeframe, and so that an amendment cannot be used to circumvent the cancellation fees, it follows the cancellation schedule of Article 10.5 (and Article 10.6 for a fleet reduction), calculated on the original booking according to the notice before mission start. Given the commitments made abroad (booking of resources, accommodation, chauffeur travel), a date postponement is treated as a cancellation followed by a new booking, unless otherwise agreed in writing by the Provider.
10.5 — Cancellation
Cancellation notice
Cancellation fee
More than 30 days before
0%
Between 30 days and 7 days
30% of the total amount incl. taxes
Between 7 days and 72 h
60% of the total amount incl. taxes
Less than 72 h
100% of the total amount incl. taxes
Mission started (chauffeur mobilised / travelling)
100% of the entire service
These fees constitute a lump-sum indemnity (a penalty clause within the meaning of Article 1231-5 of the French Civil Code) covering the immobilisation costs as well as the non-recoverable costs incurred specific to international missions (chauffeur travel and accommodation, booking of resources, immobilisation of the fleet abroad). The parties acknowledge it as a reasonable, anticipated assessment of the prejudice; the Provider need not justify the detail thereof, without prejudice to the court's power of moderation provided for in Article 1231-5 of the French Civil Code.
As with event missions, the cancellation notice is assessed by reference to the start of the mission (chauffeur departure, first pickup or mobilisation of the fleet), and not by reference to each day or service taken in isolation. A multi-day international mission constitutes a single and indivisible service.
Once the mission has begun — or the chauffeur is travelling to the mission location — the full service is due (100% of the total amount incl. taxes), including the days not yet performed. Given the non-recoverable costs incurred specific to international missions (chauffeur travel, accommodation, meals, route reconnaissance, immobilisation of the fleet abroad), no reassignment is possible, which justifies full invoicing.
Where the cancellation — or the reduction of the fleet — is attributable to the Provider, the reciprocity principle of Article 8.4 applies to this schedule.
10.6 — Fleet reduction
In the event of a reduction in the number of vehicles or the duration of the mission after confirmation:
Notice period
Fee on the reduced portion
More than 30 days before
0%
Between 30 days and 7 days
30%
Between 7 days and 72 h
60%
Less than 72 h
100%
10.7 — Force majeure and exceptional circumstances
In the event of force majeure (armed conflict, natural disaster, pandemic, border closure), the obligations of the parties are suspended. If the mission cannot be performed, the Client shall be refunded in full, less any costs already incurred and non-recoverable (flights, accommodation, etc.).
10.8 — Diplomatic and institutional cases
For missions involving diplomatic delegations, institutions or official events abroad, the cancellation and amendment terms may be subject to a specific agreement between the parties, formalised in writing.
10.9 — Insurance and liability
The Provider holds professional liability insurance covering international missions. The Client is advised to take out supplementary travel insurance. The Provider's liability is limited in accordance with Article 17 of these Terms.
The chauffeur arrives at the agreed time and location. In the event of a delay by the Client, the following rules apply:
Pickup location
Complimentary waiting
Surcharge
Maximum waiting time
Airport
60 minutes
Based on vehicle category (see Art. 6)
120 minutes
Train station
30 minutes
Based on vehicle category (see Art. 6)
90 minutes
Other location
15 minutes
Based on vehicle category (see Art. 6)
60 minutes
The waiting surcharge is calculated on the basis of the hourly excess rate for the booked vehicle category (see Article 6). Any partial unit (kilometre or hour) is charged in full.
The waiting surcharge is added to the ride fare.
Upon expiry of the maximum waiting time, and in the absence of contact from the Client, the ride is deemed completed and charged in full (see Article 12).
Waiting time is counted from the expiry of the complimentary allowance, the chauffeur's time of arrival at the agreed location being established by the timestamp generated by the Provider's geolocation and tracking application. In accordance with Article 22.4 and article 1366 of the French Civil Code, this timestamp shall constitute proof between the parties, unless evidence to the contrary is provided by the Client. The Provider informs the Client, by any means (call, SMS, notification), that chargeable waiting has begun; once such information has been attempted, the Client's failure to respond does not suspend the count.
In the event of a delayed flight or train, provided the Client has communicated the flight or train number at the time of booking, the chauffeur automatically adjusts the pickup time at no extra charge, up to a maximum delay of 120 minutes (airport) or 90 minutes (station) from the originally scheduled pickup time. Beyond these limits, the chauffeur is no longer required to perform the pickup and the service is due in full (Article 12). A new ride may be scheduled, subject to availability and at the applicable rate.
A no-show occurs when, upon expiry of the maximum waiting time set out in Article 11 for the relevant pickup location, the Client has not appeared and has not established any effective contact with the chauffeur or the Provider. The no-show is evidenced by the timestamp of the chauffeur's arrival and waiting (geolocation and tracking application), in accordance with Article 22.4; these records are made available to the Client upon request.
12.2 — Late notification and classification
A cancellation message sent before the chauffeur's arrival at the agreed location does not escape charges: it is classified as a cancellation and subject to the schedule of Article 8.2 according to the actual notice between the notification and the scheduled pickup time (in particular 75% between 24 h and 6 h, 100% less than 6 h). A message sent after the chauffeur's arrival, or the absence of any contact upon expiry of the waiting time, constitutes a no-show.
12.3 — Charging
In the event of a no-show, the full amount inclusive of taxes of the booked service is due. For services whose price is not a fixed package, the waiting surcharges actually incurred (Article 11) as well as the approach costs already incurred are added.
The following are strictly prohibited on board the vehicle:
smoking or vaping;
consuming alcohol or drugs;
damaging the vehicle or its equipment.
13.2 — Damage and soiling
In the event of damage or soiling found, the following fees shall be charged to the Client, independently of the ride fare:
Standard interior cleaning: 90 EUR incl. taxes
Major soiling requiring deep cleaning (vomiting, spilled liquids, significant stains): 150 EUR incl. taxes
Smoke or vaping odour (deep cleaning and deodorisation): 150 EUR incl. taxes
Replacement or cleaning of a child seat: 40 EUR incl. taxes
Any other damage: charged at the actual cost of repair or replacement
Immobilisation indemnity: where the soiling or damage renders the vehicle unavailable (deep cleaning or repair), an indemnity equal to the daily hourly-disposal rate of the category concerned is due per day of immobilisation, in respect of loss of operation.
These fees are added to the ride fare and are payable upon presentation of supporting evidence (photographs, cleaning or repair invoice).
13.3 — Right to refuse and to interrupt for reasons of safety or legality
The chauffeur, as the guarantor of on-board safety and bound to comply with the regulations, may refuse the pickup or interrupt the service in progress, after notifying the passenger(s) wherever circumstances permit, in the presence of one of the following objectively established grounds, attributable to the Client or their passengers: manifest state of intoxication from alcohol or drugs compromising safety; violent, threatening, abusive behaviour or behaviour endangering the chauffeur, the passengers or third parties; wilful damage to the vehicle; a request to perform an act contrary to the law or to road traffic regulations (speeding, transport of unlawful, dangerous or prohibited goods); refusal to comply with a mandatory safety rule (wearing of the seatbelt, child restraint device). Refusal or interruption based on one of these grounds does not constitute a breach by the Provider; where it results from fault by the Client or their passengers, the service is deemed performed and the amount inclusive of taxes remains due under the conditions of Article 8.2 according to the stage of progress of the ride.
13.4 — Number of passengers and wearing of the seatbelt
The number of passengers carried may not exceed the number of seats equipped with a seatbelt (for guidance: up to 4 passengers in Business and Prestige, up to 7 in Van Business). In accordance with articles R. 412-1 and R. 412-2 of the French Highway Code, the wearing of the seatbelt is mandatory for each occupant. The chauffeur is entitled to refuse any excess passenger or any passenger refusing to fasten their seatbelt, without such refusal engaging the Provider's liability or giving rise to any right to a refund: it is for the Client to book a capacity suited to the actual number of passengers. Upon request and subject to availability, one or more additional vehicles may be offered and charged in addition.
13.5 — Client's liability for the acts of its passengers
Where the Client books a service for the benefit of third parties (guests, employees, beneficiaries), the Client guarantees, within the meaning of article 1204 of the French Civil Code, that those passengers will comply with the rules of conduct on board. The Client remains, towards the Provider, the debtor of the costs actually incurred as a result of its passengers (damage, soiling and immobilisation indemnity set out in Article 13.2, on supporting evidence), as well as, where applicable, the no-show indemnity of Article 12.
13.6 — Recording and capture on board
Unless prior and explicit agreement of all persons present on board is obtained, no audio, photographic or video recording of the chauffeur, the other passengers or the conversations held on board may be made, distributed or published in any form whatsoever. This rule protects the privacy and image rights of each person (art. 9 of the French Civil Code; arts. 226-1 and 226-2 of the French Penal Code). In the event of manifest and persistent recording despite the chauffeur's request, the chauffeur may terminate the service on this ground, the interrupted service then being treated according to the schedule of Article 8 assessed at the time of interruption. For its part, the Provider makes no audio or video recording on board; the possible installation of a capture device for safety purposes would be the subject of prior notice.
Luggage transport is included in the service, up to a limit of 25 kg per passenger.
The Client is responsible for their luggage and personal belongings. The Provider declines all liability in the event of loss, theft or damage to luggage not reported to the chauffeur.
In the event of an item left in the vehicle, the Provider undertakes to make its best efforts to return it, without however being able to guarantee its recovery.
The transport of animals is permitted under the following conditions:
the animal must be transported in a suitable cage or carrier;
the prior agreement of the chauffeur is required;
the request must be made at the time of booking.
Exception — guide dogs and assistance dogs. By way of exception to the conditions above, guide dogs for the blind and assistance dogs accompanying a person with a disability are admitted free of charge on board, without a cage or carrier, without a muzzle, without the chauffeur's prior agreement and without any additional charge, in accordance with article L. 241-3 of the French Social Action and Families Code (Code de l'action sociale et des familles). The animal's status may be evidenced by the inclusive mobility card (carte de mobilite inclusion), the certificate from the accredited establishment or any equivalent supporting document.
The Client remains liable for any damage, soiling or staining caused by the animal (including a guide dog or assistance dog) to the vehicle or its equipment; the corresponding fees are charged in accordance with Article 13.2, upon presentation of supporting evidence.
The Provider holds professional liability insurance covering all of its passenger transportation activities.
17.2 — Limitation of liability
The Provider's liability is limited to the direct and foreseeable damage resulting from non-performance (Article 1231-3 of the French Civil Code), up to the amount of the service concerned. Indirect damage (loss of opportunity, loss of profit) is not compensated.
This limitation does not apply in the event of bodily injury, gross negligence, fraud, or breach by the Provider of its essential transport obligation.
The Provider shall not be held liable for:
delays due to traffic conditions, roadworks, accidents or unforeseeable events;
the loss or theft of personal items not reported to the chauffeur;
the Client's failure to comply with their own obligations (punctuality, conduct, information provided).
In accordance with article 1218 of the French Civil Code, force majeure is characterized by an event meeting the following three cumulative criteria:
Externality: the event is external to the debtor of the obligation and entirely beyond their control;
Unforeseeability: the event could not reasonably have been foreseen at the time the contract was concluded;
Irresistibility: the effects of the event materially prevent the performance of the obligation and cannot be avoided by appropriate measures.
18.2 — Events constituting force majeure
The following events shall be considered cases of force majeure, provided that they materially prevent the Service Provider from performing the booked service:
Natural disasters (storms, floods, earthquakes, major fires);
Officially recognized extreme weather conditions (Meteo-France red alert, heavy snowfall making circulation impossible, generalized icing);
National transport strikes or road blockades making travel physically impossible;
Demonstrations, terrorist attacks or public order disturbances preventing access to the pick-up location;
Decisions by public authorities (curfew, lockdown, administrative closure, state of emergency);
Pandemic recognized by health authorities resulting in travel restrictions;
Acts of terrorism, war or armed conflict.
18.3 — Events expressly excluded from force majeure
In accordance with established case law, the following events are expressly not considered as force majeure and remain subject to the cancellation fees set out in Article 8 (and where applicable Article 12 — no-show):
Cancellation, diversion, delay or suppression of a flight, train or any other means of transport used by the Client, regardless of the cause (technical failure, weather conditions affecting the carrier, carrier strike, carrier decisions, airport closure, etc.);
Illness, injury or medical impediment of the Client (except for hospitalization justified by a medical certificate and reported more than 6 hours before the pick-up);
Unforeseen professional, personal or family impediment of the Client;
Refusal by the Client to board the vehicle for any reason (vehicle appearance, driver identity, etc.);
Error by the Client in entering the date, time, address or any other booking information;
Traffic jams, slowdowns or partial strikes that do not physically block access to the pick-up location;
Loss of luggage or identity documents by the Client;
Financial, administrative or banking difficulties of the Client;
Unavailability of the Client due to a third party (employer, family, etc.).
Justification: in all of the above cases, the event does not prevent the Service Provider from performing the booked service. The driver has been mobilized, has travelled, and has reserved the time slot for the exclusive benefit of the Client. In accordance with the principle of article 1218 of the French Civil Code, non-performance must be materially impossible for the debtor of the obligation (the Service Provider), and not merely useless for the creditor (the Client).
18.4 — Effects of established force majeure
In the event of force majeure as defined in this article, the obligations of the parties are suspended for the duration of the event.
No cancellation fees shall apply to the Client and the Service Provider shall refund all sums already paid in full within 14 days, using the original payment method.
If the force majeure event continues beyond 30 days, either party may terminate the contract by operation of law, without indemnity on either side.
18.5 — Burden of proof
The party invoking force majeure bears the burden of proof and must provide written evidence (official authority declaration, certificate, press release, detailed attestation, etc.). Whether an event qualifies as force majeure is assessed against the criteria defined in article 18.1 and, in case of disagreement, is ultimately determined by the mediator or the competent court.
18.6 — Relationship with other articles
The provisions of this article 18 are exhaustive. Any event not expressly listed in paragraph 18.2 remains subject to the tariff and cancellation conditions set out in articles 8 (cancellation by the Client), 11 (delay and waiting time) and 12 (no-show), and no refund or commercial gesture may be claimed by the Client on this basis.
Any complaint must be submitted to the Provider within 8 days following the performance of the service. The Provider shall acknowledge receipt within 48 hours and undertakes to provide a response within 30 days.
19.2 — Mediation
In the event of a dispute not resolved amicably, the consumer Client may refer the matter to the following mediator:
MTV — Mediation Tourisme Voyage
BP 80 303 — 75823 Paris Cedex 17 www.mtv.travel
19.3 — Online dispute resolution
In accordance with European regulations, the Client may also submit a complaint via the online dispute resolution platform: https://ec.europa.eu/consumers/odr/
The data controller for personal data is the company DRIVIGO, whose contact details are set out in Article 1 of these Terms.
20.2 — Data collected and purposes
Performance of the contract (Art. 6.1.b GDPR): surname, first name, address, phone number, email, pickup and destination locations, transport preferences.
Legal obligation (Art. 6.1.c GDPR): billing data, retention of invoices in accordance with accounting obligations.
Legitimate interest (Art. 6.1.b GDPR): communications relating to bookings, service monitoring.
No data is used for commercial prospecting purposes without the prior and explicit consent of the Client.
20.3 — Retention periods
Booking data: 3 years from the last service
Billing data: 10 years (statutory accounting obligation)
Prospecting data: 3 years from the last contact
20.4 — Client rights
In accordance with Regulation (EU) 2016/679 (GDPR), the Client has the following rights:
The passenger transportation contract is excluded from the scope of the right of withdrawal. In accordance with article L. 221-2, 3° of the French Consumer Code, the provisions relating to the right of withdrawal applicable to contracts concluded at a distance and off-premises do not apply to passenger transport services, to which the services covered by these Terms belong.
Consequently, the consumer Client has no right of withdrawal in respect of the services booked. In accordance with article L. 221-5 of the same Code, the Client acknowledges being informed, prior to any booking, of this absence of a right of withdrawal. The applicable amendment and cancellation conditions are exclusively those set out in Articles 8 to 12 of these Terms.
These Terms constitute the entire agreement between the parties and supersede any prior agreement, written or oral, relating to the same subject matter.
22.2 — Partial invalidity
If any clause of these Terms is declared null or unenforceable, the remaining clauses shall retain their full force and effect.
22.3 — Non-waiver
The Provider's failure to enforce any of the Client's obligations shall not be construed as a waiver of the right to enforce such obligations at a later date.
22.4 — Evidence
The computerised records maintained in the Provider's systems under reasonable security conditions shall be considered as evidence of communications and transactions between the parties.
22.5 — Contractual hierarchy
Where a service is the subject of a specific quotation or contract signed by the parties (in particular event, international or bespoke missions), the particular stipulations of that signed document prevail over these Terms in the event of conflict. In the absence of any provision to the contrary, these Terms apply on a supplementary basis to any matter not governed by the particular document.
Business clients: any dispute relating to the interpretation or performance of these Terms falls within the exclusive jurisdiction of the Commercial Court of Paris (Tribunal de commerce de Paris).
Consumer clients: in accordance with the provisions of the French Consumer Code, the Client may bring proceedings before the court of their place of residence or the court of the Provider's registered office.
The Provider undertakes to observe the strictest discretion with regard to all information of which it becomes aware in connection with the service, in particular the identity of the passengers, the locations and times of pickup and destination, the routes taken, the nature and purpose of the journey, as well as any confidential information communicated by the Client. Such information is disclosed only to those persons strictly necessary for the performance of the service (the assigned chauffeur, operational coordination), who are bound by the same obligation. The Provider refrains from any other disclosure, save for any legal or regulatory obligation, or any request or injunction from a competent authority.
24.2 — Client's undertaking
The Client refrains from disclosing to third parties any information relating to the security and operational organisation of the service of which it may become aware. At the request of either party, a specific confidentiality undertaking (NDA) may be formalised in writing prior to a sensitive mission.
