Contents
- 1. At a glance
- 2. Free cancellation
- 3. Cancellation between 48 and 24 hours
- 4. Late cancellation and no-show
- 5. Costs already committed for the service
- 6. Changing a booking
- 7. If the delay or cancellation comes from us
- 8. How to cancel
- 9. How refunds are paid
- 10. Right of withdrawal
- 11. Special conditions
- 12. Complaints
This page brings together, in one place, the cancellation and refund conditions that apply to any booking with SERVICE VTC REIMS. It restates article 4 of our Terms and Conditions, which remain the governing contractual document.
1. At a glance
| Cancellation received | Amount due | Refund |
|---|---|---|
| More than 48 hours before pick-up | 0% | Full refund |
| Between 48 and 24 hours before | 50% | The balance is refunded |
| Less than 24 hours before, or no-show | 100% | None |
2. Free cancellation
Any cancellation received more than 48 hours before the agreed pick-up time entitles you to a full refund of all sums paid.
3. Cancellation between 48 and 24 hours
50% of the amount of the service remains due. Any balance already paid is refunded to you.
4. Late cancellation and no-show
For a cancellation received less than 24 hours before the agreed time, or in the event of a no-show, the full amount (100%) is due and no refund is made.
A no-show is recorded 60 minutes after the agreed pick-up time: your chauffeur waits a full hour at the agreed place and tries to reach you by phone and WhatsApp. A no-show is only recorded if neither you nor any of your passengers has shown up, been in touch, or answered calls or WhatsApp messages from the chauffeur. For an airport pick-up, a no-show is recorded 90 minutes after the scheduled landing time without the flight tracking option, or 2 hours after the actual landing time with it. Waiting beyond 15 minutes (excluding airports) is billed at the hourly rate in force (article 5.3 of the Terms and Conditions).
For an airport pick-up without the flight tracking option, your chauffeur is there at the scheduled landing time and 30 minutes of waiting are included from that time; beyond that, waiting is billed at the hourly rate in force. With the flight tracking option (price stated on the quote), waiting is counted from the actual landing time and 2 hours are included.
5. Costs already committed for the service
Costs already committed by us for the service (such as a guide) and canceled less than 24 hours beforehand are billed in full, separately from the transport portion. Visits, tastings and meals booked in your name are paid by you directly to the houses and restaurants, which apply their own cancellation conditions.
6. Changing a booking
A booking can be changed rather than canceled. A change of date or time requested more than 48 hours before pick-up is free of charge, subject to availability. In all other cases, the service actually provided is billed, with the initially agreed flat rate as a minimum. Any change of route, timing or number of passengers may lead to a revised price.
7. If the delay or cancellation comes from us
If we cancel the booking or are unable to perform the service, we first offer you a chauffeur-driven vehicle of the same or a higher category at no extra cost. If you decline, or if no such vehicle is available, all sums paid are refunded to you in full, without prejudice to your rights. If a delay is attributable to us, you are informed without delay. If no alternative that you accept can be arranged, the part of the service not performed is refunded to you, without prejudice to your right to compensation under general law. We are not liable for delays caused by force majeure within the meaning of article 1218 of the French Civil Code.
8. How to cancel
Cancellations are preferably made in writing, so that the time of receipt is on record: by email to [email protected], or by WhatsApp or phone at +33 6 51 49 90 81. The time at which we receive your request is what determines which bracket applies.
9. How refunds are paid
Refunds are issued to the payment method used for the original payment: back to the card for an online payment, by bank transfer for a payment made by transfer. The refund is initiated as soon as the cancellation is confirmed in writing. How quickly it then appears on your statement depends on your bank, usually a few business days for a card.
10. Right of withdrawal
Under article L221-2, 9° of the French Consumer Code, the 14-day right of withdrawal does not apply to contracts for passenger transport services. The cancellation conditions above therefore apply, including to a booking made online.
11. Special conditions
In high season, or for a service involving a large number of vehicles, specific cancellation conditions may appear on the quote. They are given to you before any confirmation and then prevail over the standard schedule above.
12. Complaints
We invite you to send us any complaint about the performance of a service or about its invoicing within 30 days of the service, by email to [email protected] or by mail to our registered office, with supporting documents, so that we can check the facts. This period does not limit your statutory rights. If no amicable solution is found, you may use a consumer mediator free of charge, under the conditions set out in our Terms and Conditions.