Terms and Conditions of Sale

These General Terms and Conditions of Sale and Service Provision (“GTC”) govern the contractual relationship between VTCBORDEAUX, operating the VTC Bordeaux service, and any individual or legal entity making a reservation (“the Customer”). Any reservation constitutes full and unconditional acceptance of these GTC.

1. Purpose and Scope

The purpose of these Terms and Conditions is to define the terms and conditions for booking, providing, and paying for the services of passenger transportation with a driver (private chauffeur service) offered by VTCBORDEAUX, as defined in Articles L. 3122-1 et seq. of the French Transport Code.

These terms and conditions apply to all services booked through the vtc-bordeaux-chauffeur.com website, by phone, WhatsApp, or email, to the exclusion of any other document. The applicable version is the one in effect on the date of booking, which can be viewed at any time on this page.

2. Service Provider Information

3. Services Offered

VTCBORDEAUX offers, 24 hours a day, 7 days a week, including holidays:

• airport transfers (Bordeaux-Mérignac and other airports) and train station transfers (Bordeaux Saint-Jean, in particular);
• trips within Bordeaux Métropole and the Gironde department;
• long-distance trips (Biarritz, San Sebastián, Toulouse, Paris, etc.);
• wine tours (wine tours in Saint-Émilion, Médoc, Graves…) and chauffeur hire by the day ;
• event services (weddings, parties, corporate events, and seminars).

Four vehicle categories are available: Eco, Sedan, Eco Van, and Mercedes Van (up to 7 passengers). Some trips may be assigned to professional partner drivers who hold a valid French professional chauffeur licence, without any change to the price or these terms and conditions.

4. Reservation and Confirmation

Reservations can be made through the online form on the "Book" page, by phone, WhatsApp, or email. The Customer must provide accurate and complete information: date, time, departure and arrival addresses, number of passengers and pieces of luggage, and flight or train number, if applicable.

• Recommended lead time: 24 hours before departure to ensure the selected vehicle is available. Last-minute requests are processed on a first-come, first-served basis starting 2 hours before departure, subject to availability.
• High season (July–August, grape harvest, trade shows): We strongly recommend making reservations 48 to 72 hours in advance.
• Long-distance and wine tours: 48 hours minimum.

The reservation becomes firm and final upon receipt of written confirmation (email) summarizing the trip: date, time, addresses, vehicle category, and guaranteed total price. Reservations on behalf of a third party are permitted: please provide the passenger’s name and phone number.

5. Prices, Surcharges, and Options

The price is fixed, listed in euros including tax, and disclosed before booking: no meter, no surprises upon arrival. It is guaranteed in writing in the confirmation.

The price includes: highway tolls, standard baggage, waiting time allowance (40 minutes at the airport, 15 minutes at the train station), and approach fees within the Bordeaux Métropole area (no approach fees).

Rate Surcharges: A surcharge (approximately 30%) applies at night (7:00 p.m. – 6:00 a.m.), on weekends, and on holidays. It is calculated automatically and included in the price quoted at the time of booking; it is never added later.

Paid options (please specify when booking):

Price Adjustments During the Ride — The confirmed price may only be adjusted in the following cases: if the Customer is late beyond the applicable waiting allowance (Article 9), if an additional stop is requested, if the ride is extended, or if the wait exceeds the included allowances. Any surcharge must be announced by the driver at the time of the change, never afterward. Waiting time exceeding the included allowances is billed at the hourly rate for the reserved category in effect on the day of the reservation: Eco €55/hr, Sedan €65/hr, Eco Van €70/hr, Mercedes Van €80/hr. The current rate schedule is available on the Services page.

6. Payment Terms

The Customer may choose from two payment methods:

• Online, via the secure payment link sent automatically upon confirmation—credit card (Visa, Mastercard, American Express), Apple Pay, or Google Pay;
• On board, directly to the driver on the day of the journey, in cash or by credit card.

Trips departing from Bordeaux Métropole: No advance payment or deposit is required; use of the online payment link is optional.

Long-distance trips not departing from Bordeaux (e.g., return trip from San Sebastián to Bordeaux): Full payment is required 12 hours before departure via the secure link to ensure the driver’s availability.

Professionals and business accounts: Payment by bank transfer and deferred billing are available upon agreement. An invoice is issued via email for any ride upon request.

7. Changes, Cancellations, and No-Shows

Changes to the date, time, or address are accepted at no charge up to 12 hours before departure, subject to availability. After that time, changes will be processed based on availability; if unavailable, the cancellation policy below applies depending on the notice period.

Cancellation policy applicable to the total fare:

If multiple situations apply, the highest rate applies.

A no-show occurs when the Customer is absent from the meeting location after the applicable waiting period has elapsed, and could not be reached at the provided phone number.

8. Right of Withdrawal

In accordance with Article L. 221-2 of the French Consumer Code, passenger transportation services are excluded from the scope of the provisions governing distance contracts. The 14-day right of withdrawal provided for in Article L. 221-18 of the same code therefore does not apply to services booked through VTCBORDEAUX.

However, the Customer is entitled to the more flexible cancellation and modification terms set forth in Article 7: free cancellation up to 12 hours before departure.

9. Pickup, Waiting, and Delays

About 30 minutes before the agreed-upon time, the Customer receives a text message saying, “Your driver is on the way,” along with a tracking link. The driver arrives at the agreed-upon meeting point.

• Airport: The flight is tracked in real time; the pickup time automatically adjusts to the actual landing time. A 40-minute wait is included starting from the time of landing.
• Train station: Train tracking and a 15-minute wait included, starting from the actual arrival time.
• Other services: A 15-minute waiting period is included starting from the agreed-upon time.

Delays beyond the Customer’s control (such as a delayed flight or train) do not result in any penalty. Beyond the grace periods, the wait time is billed at the hourly rate for the reserved category (Article 5). In the event of a delay exceeding 2 hours, the Customer is asked to contact the service provider to reschedule the ride.

VTCBORDEAUX takes every measure to ensure punctuality (real-time traffic monitoring, early departure). If the pickup cannot be provided, the Customer will receive a full refund of the amounts paid.

10. Customer Obligations

• Provide accurate and complete information when making a reservation and remain reachable at the number provided.
• Arrive on time at the agreed-upon meeting place.
• Wear a seat belt—for any child under 10 years of age or shorter than 135 cm, an appropriate car seat is required (please specify your choice when booking: infant car seat, child car seat, or booster seat).
• Please notify us at the time of booking if you will be bringing pets (cats must be in a carrier or cage) or bulky luggage, so we can select an appropriate vehicle.
• Do not exceed the capacity of the reserved vehicle, and treat the driver and the vehicle with respect. Smoking and vaping are prohibited on board.

Any exceptional damage or soiling attributable to the Customer will result in the Customer being billed for the actual costs of repairing or specially cleaning the vehicle.

11. Liability and Insurance

VTCBORDEAUX is covered by a Professional Liability insurance policy issued by Pacifica (Crédit Agricole Assurances Group), which includes operational liability coverage and coverage for bodily injury to passengers.

Transportation schedules are subject to an obligation of means: the service provider shall not be held liable for delays resulting from force majeure (Article 1218 of the Civil Code), exceptional and unforeseeable traffic conditions, or the Customer’s actions. The Customer remains solely responsible for choosing a pickup time that accommodates their connecting trips; it is always recommended to allow for a safety margin when making a reservation.

Every effort will be made to return items left on board: please contact the service provider as soon as possible.

12. Personal Information

Personal data collected during the reservation process (identity, contact information, pickup and drop-off addresses) is processed in accordance with the GDPR and the French Data Protection Act, solely for the purposes of service delivery, billing, and customer relations.

The full details regarding data processing, retention periods, and the exercise of your rights (access, correction, erasure, objection, etc.) are set forth in the Privacy Policy and the Cookie Policy.

13. Claims, Mediation, and Governing Law

All complaints must be submitted in writing to contact@vtc-bordeaux-chauffeur.fr or by mail to the company's headquarters. The service provider will endeavor to respond within 2 business days.

If no satisfactory response is received within two months, the consumer may, free of charge, refer the matter to the appropriate consumer ombudsman within one year of submitting the written complaint:

Appointed Mediator

Tourism and Travel Mediation (MTV)

Address

P.O. Box 80 303 — 75823 Paris Cedex 17

Website

mtv.travel

These Terms and Conditions are governed by French law. Any dispute shall be subject, for Consumer Customers, to the competent courts under the terms of general law (including the court of their place of residence); for Customers acting in a commercial capacity, to the Commercial Court of Bordeaux (Article 48 of the Code of Civil Procedure).

If any provision of these Terms and Conditions is deemed invalid, the remaining provisions shall remain in full force and effect. VTCBORDEAUX may amend these Terms and Conditions; the version binding on the Customer is the one in effect on the date of the reservation. The French version shall prevail.