Frequently asked questions

You have several ways to book:

• Mobile app : Download our app on iOS or Android, create your account and book in a few clicks
• Website : Log in to your customer area and make your booking
• Phone : Call us on +33 6 67 25 84 26 for assisted booking

For immediate rides, a driver will be assigned within minutes. For advance bookings, you will receive a confirmation by email.

Yes, you can book up to 30 days in advance. This is especially recommended for:

• Airport transfers
• Business events
• Important appointments
• Busy periods (holidays, weekends)

You will receive a confirmation email immediately, then a reminder 1 hour before your ride with your driver's contact details.

We offer 3 vehicle ranges to meet all your needs:

• Standard : Comfortable sedans (Peugeot 508, Toyota Camry) - Ideal for everyday journeys (1-4 passengers)
• Premium : High-end vehicles (Mercedes E-Class, BMW 5 Series) - For business trips and events
• Van : Spacious vehicles (Mercedes V-Class) - Perfect for groups (5-7 passengers) or bulky luggage

All our vehicles are recent, air-conditioned and perfectly maintained.

To change your booking, log in to your customer area or contact us by phone. Changes are free if made more than 1 hour before departure.

To cancel :

• Cancellation free up to 1 hour before departure
• Cancellation late (less than 1 hour): charges may apply according to the terms
• Cancellation after the driver has set off: approach charges invoiced
• rides long distance on a quote with a deposit: deposit refundable up to 48 hours before departure, retained after that

Both are passenger transport services with a professional driver, but they work differently:

• Booking : a private-hire car is booked in advance (app, website, phone) — no street hailing or taxi ranks
• Price : fixed and known BEFORE the ride, regardless of traffic — a taxi charges by the meter, which keeps running in traffic jams
• Transparency : you know the driver, the vehicle and its registration plate before departure
• Legal framework : private-hire vehicles are regulated by the Thévenoud Act (professional card, passenger transport insurance)

Try it: estimate your journey, the price displayed is the price you pay.

Arrival time depends on the pick-up point, traffic and available drivers. Accepting a ride does not mean the driver is already on site.

Our ONLY VTC Observatory publishes the acceptance time for broadcast rides along with its sample; approach time remains suspended. Immediate-request waiting time is published only when measurement thresholds are met. For a precise time, opt for advance booking.

Yes, this is actually very common (parent, client, employee):

• Individuals : turn on "I am booking for someone else" when booking and enter the passenger's name and phone number — the driver has their details, the passenger receives the ride information
• Business : full beneficiary management (employees, clients, patients) with SMS/email notification and breakdown by cost centre

The passenger can follow the driver's arrival via a tracking link, without having the app.

Our core area is Lyon and its metropolitan area, with drivers based well beyond:

• Eastern Lyon area : Saint-Priest, Bron, Vénissieux, Meyzieu, Décines
• Around Lyon : Villefranche-sur-Saône, L'Arbresle, Givors, Vienne, Bourgoin-Jallieu, Bourg-en-Bresse
• Transfers : Lyon-Saint-Exupéry airport 24/7, stations Part-Dieu and Perrache
• Long distance : Genève, Alpine resorts, other cities by reservation

The app does not offer a choice of driver ride by ride, but for your regular journeys (commuting, school, rehabilitation), we set up recurring rides provided, as far as possible, by the same driver — a real plus for children and older people.

Contact us on +33 6 67 25 84 26 or at contact@onlyvtc.fr to arrange your recurring journeys.

Our fares are calculated in a transparent way :

• Fixed price : You know the exact fare before booking, based on distance and estimated duration
• No surprises : The price displayed is the final price (unless you change the route)
• VAT included : All our prices include tax

The fare varies according to the vehicle range chosen and may be higher at peak times or for specific services (airport transfers, chauffeur hire).

We accept several payment methods for your convenience:

• Credit card : Visa, Mastercard, American Express (secure payment via Stripe)
• Cash : Payment to the driver at the end of the ride
• Company account : Monthly invoicing for professionals

Businesses can open a professional account to benefit from deferred invoicing and expense tracking.

An invoice is automatically sent by email at the end of each ride. It contains:

• Journey details (addresses, date, time)
• The amount excluding and including tax
• The applicable VAT
• Our company's legal information

You can also find your invoice history in your customer area. Businesses receive a monthly summary invoice.

The price displayed when booking is generally the final price. However, charges may be added in certain cases:

• Waiting time : Beyond 10 minutes of free waiting (15 minutes at airports)
• Route change : If you add stops or change destination
• Tolls : Generally included, unless stated otherwise
• Special luggage : Bulky equipment (skis, bike) subject to availability

The price of the same journey can vary because it depends on:

• The estimated duration at departure time : Lyon to the airport at 7:30 a.m. on a Monday does not take the same time as at 2 p.m.
• The period : day, night or Sunday rate
• The vehicle range : Standard, Premium or Van

However, once your booking is confirmed, the price is locked : it no longer changes, even if the journey takes 20 minutes longer because of a traffic jam. Compare your times on the estimator.

For a card payment, we place a pre-authorisation before the ride (the amount is reserved, not charged):

• Cancellation under the free conditions (more than 1 hour before): the pre-authorisation is simply released, with no charge
• Amount charged to be refunded : credited back to your card within a few working days, depending on your bank

A question about a charge? Write to us at contact@onlyvtc.fr with the ride reference: we check directly in our payment system.

Our drivers are rigorously selected according to several criteria:

• Professional VTC card mandatory and verified
• Criminal record clean
• Experience minimum professional driving
• Training in customer care and premium service
• Ongoing evaluation based on customer reviews

All our drivers are independent or employed professionals, never private individuals.

For airport transfers, we track your flight in real time:

• If your flight is delayed, we automatically adjust the pick-up time
• No additional charge for flight delays
• Your driver waits for you with a sign bearing your name
• 15 minutes of free waiting after landing (time to collect your luggage)

Remember to enter your flight number when booking to activate automatic tracking.

Yes, children are welcome! Regarding car seats:

• Babies and children < 10 ans : Car seat mandatory (French regulations)
• Car seat option : Available on request when booking (specify the child's age)
• Your own seat : You can bring your own if you prefer

State the number and ages of the children in the booking information so that we can prepare a suitable vehicle.

At the end of each ride, you can rate your experience:

• In the app : A notification invites you to rate your ride
• By email : Rating link included in your summary
• Rating from 1 to 5 stars + optional comment

Your ratings help us maintain a high level of quality. Drivers with insufficient ratings receive special follow-up.

• Sedan (Standard/Premium) : 3 suitcases in the boot + cabin bags, comfortably
• Van : groups of up to 7 passengers, bulky luggage, equipment (skis, bike, double pushchair)

If in doubt, list your luggage in the booking comment: we will arrange the right vehicle rather than discover the problem at departure — especially important for airport transfers.

• Guide and assistance dogs : always accepted, in accordance with the law
• Small animals : welcome in a bag or carrier
• Medium/large animals : mention it when booking, we will confirm with a suitable driver

Contact us as soon as possible:

• 📞 +33 6 67 25 84 26
• ✉️ contact@onlyvtc.fr — state the ride date and route

We will contact your driver immediately. Return is arranged by handing over in person or during a future ride, depending on the case.

Yes, and this is continuously verified:

• Professional VTC card valid
• Professional liability insurance specifically covering paid passenger transport
• Automatic document tracking on the platform: an expired document suspends access to rides until it is updated

As soon as a driver is on the way:

• In the app : their position appears on the map in real time, with the estimated arrival time
• Shareable tracking link : send it to a loved one so they can follow the ride without having the app — handy when you book for someone else

To understand how it works behind the scenes, read our article Tracking your driver in real time.

Yes: a driver and vehicle remain at your disposal by the hour or by the day :

• Weddings and family events
• Seminars and corporate events (multi-vehicle shuttles available)
• Rounds of business or medical appointments

Service on a quote basis: write to us at contact@onlyvtc.fr with the date, duration and number of passengers.

Creating an account is quick and easy:

• Click on "Create an account" on our website or in the app
• Enter your email, name and phone number
• Create a secure password
• Confirm your email using the link you receive

You can also sign in with your Google account for even faster registration.

Don't panic! Here is the procedure:

• Go to the password reset page
• Enter the email address linked to your account
• You will receive an email with a secure link
• Click the link and create your new password

The link is valid for 24 hours. If you do not receive the email, check your spam folder or contact us.

Our app is available on the two main platforms:

• iOS : iPhone and iPad (iOS 13 or later)
• Android : Smartphones and tablets (Android 8 or later)

Search for "ONLY VTC" on the App Store or Google Play Store. The app is free and lets you book in seconds, track your driver in real time and manage your rides.

Yes, we have solutions tailored to professionals:

• Company account : Centralised monthly invoicing
• Multi-user management : Add your employees and beneficiaries
• Detailed reporting : Expense tracking by department, project or user
• Negotiated rates : Discounts based on ride volume
• Dedicated contact : An account manager at your service

All use cases — recurring rides, events, premium welcome — are detailed on our page Business. Contact us at contact@onlyvtc.fr to discuss your needs.

Business invoicing simplifies the management of your travel:

• Monthly invoicing : A single invoice covering all the month's rides
• Payment terms : 30 days end of month
• Accounting export : Files compatible with your management tools
• Custom references : Add your project codes or cost centres

Access to the business account requires prior validation, including a check of legal information (SIRET number, etc.).

If your assistance provider (car insurance, 0 km breakdown cover, travel assistance) appoints ONLY VTC, you have nothing to pay upfront :

• The mission is sent to us directly by the assistance provider
• A driver is dispatched to the agreed location: garage, home, motorway rest area, hospital
• You are informed by SMS of the driver's identity and arrival
• Invoicing takes place directly between us and the assistance provider

Our entire service is presented on the page Assistance & repatriation. For the full process, read Assistance: how cover works and Broken down on the A43: your rights.

Yes. Some insurance contracts include taking children to school when a parent is incapacitated (accident, hospitalisation):

• Transport organised with the parents' agreement
• Driver identified in advance and agreed route
• Parents informed of pick-up and drop-off

We explain this little-known arrangement in our article Your insurance may pay for school transport.