Customer terms of use

1. Purpose

These Terms of Use (hereinafter "Terms") define the terms and conditions for using the services offered by ONLY VTC (hereinafter "the Platform") to individual users (hereinafter "the Customer" or "the User").

ONLY VTC is a service connecting Customers wishing to travel with independent partner private-hire drivers.

2. Acceptance of the Terms

Registering for and using the Platform implies full acceptance of these Terms. By creating an account, the User acknowledges having read, understood and accepted all provisions of these Terms.

ONLY VTC reserves the right to change these Terms at any time. Changes take effect when published on the Platform. The User will be informed of any substantial change.

3. Registration and User Account

3.1 Registration requirements

To use the Platform's services, the User must:

• Be an adult natural person (at least 18 years old) or a minor accompanied by a legal representative
• Provide accurate, complete and up-to-date information
• Have a valid email address
• Accept these Terms and the Privacy Policy

3.2 Login credentials

The User is solely responsible for keeping their login credentials confidential. Any use of their account is deemed to be made by them. In the event of loss, theft or fraudulent use of their credentials, the User must inform ONLY VTC immediately.

3.3 Truthfulness of information

The User undertakes to provide truthful information and keep it up to date. ONLY VTC reserves the right to suspend or delete any account containing false or misleading information.

4. Description of Services

4.1 Booking rides

The Platform allows the User to:

• Book a private-hire ride in advance or immediately
• Obtain a price estimate before confirmation
• Track the driver's arrival and the ride in real time
• Communicate with the driver via the built-in messaging
• Rate the service after each ride

4.2 Types of service

ONLY VTC offers different vehicle categories (Standard, Premium, Van) with suitable fares. Availability may vary by geographical area and time.

5. Booking and Cancellation

5.1 Booking process

Any booking made via the Platform constitutes a firm commitment by the User. A confirmation is sent by email and push notification.

5.2 Cancellation by the Customer

The User may cancel a booking under the following conditions:

• Free cancellation : up to 1 hour before the pick-up time
• Cancellation fees : fees may apply for any late cancellation or absence ("no-show")

5.3 Long-distance rides and quote-based bookings

For long-distance rides or those subject to a personalised quote, ONLY VTC may make confirmation of the booking conditional on payment of a deposit (up to 50% of the agreed price). In this case, the following cancellation conditions apply and take precedence over Article 5.2:

• Cancellation more than 48 hours before the pick-up time: the deposit is refunded in full
• Cancellation less than 48 hours before the pick-up time: the deposit is retained by ONLY VTC
• Non-attendance ("no-show") : the full agreed price is due

These conditions are restated on the quote accepted by the Customer.

5.4 Cancellation by the driver or the Platform

In the event of unavailability or force majeure, ONLY VTC will endeavour to offer an alternative solution. No fees will be charged to the Customer in the event of cancellation on our part.

6. Pricing and Payment

6.1 Ride prices

Prices are calculated according to:

• The distance travelled
• The estimated journey time
• The vehicle category chosen
• Any supplements (luggage, waiting, tolls)

A price estimate is provided before confirmation. The final price may vary slightly depending on actual traffic conditions.

6.2 Payment methods

Payment may be made:

• By bank card saved in the application
• In cash to the driver (if authorised)
• By secure payment link or bank transfer, for the deposit or the whole of a quote-based ride
• By any other method offered on the Platform

6.3 Invoicing

An electronic invoice is automatically generated and available from the application or sent by email after each ride.

7. Liability

7.1 Liability of ONLY VTC

ONLY VTC acts as a technical intermediary between Customers and independent private-hire drivers. ONLY VTC undertakes to:

• Ensure the proper functioning of the Platform
• Check the documents and authorisations of partner drivers
• Process complaints within a reasonable time

7.2 Limitation of liability

ONLY VTC cannot be held liable for:

• Delays due to circumstances beyond its control (traffic jams, accidents, bad weather)
• Items forgotten or lost in vehicles
• Temporary unavailability of the Platform for maintenance

7.3 Liability of the User

The User undertakes to:

• Respect the driver and the vehicle
• Be at the pick-up point at the agreed time
• Not transport illicit or dangerous substances
• Report any incident or inappropriate behaviour

8. Personal Data

The processing of personal data is detailed in our Privacy policy. By using the Platform, the User consents to the processing of their data in accordance with this policy and the GDPR.

9. Intellectual Property

All elements of the Platform (trademarks, logos, texts, images, source code) are the exclusive property of ONLY VTC or its partners. Any unauthorised reproduction, representation or use is prohibited.

10. Modification and Termination

10.1 Modification of the Terms

ONLY VTC may change these Terms at any time. Users will be informed by notification in the application or by email. Continued use after modification constitutes acceptance of the new Terms.

10.2 Termination

The User may delete their account at any time from the application settings or by contacting support. ONLY VTC reserves the right to suspend or delete an account in the event of a breach of these Terms.

11. Complaints and Support

For any complaint or question, the User may contact ONLY VTC support:

12. Applicable Law and Disputes

These Terms are subject to French law. In the event of a dispute, the parties undertake to seek an amicable solution. Failing that, the French courts shall have sole jurisdiction.

In accordance with Articles L.612-1 et seq. of the French Consumer Code, the User may have recourse free of charge to a consumer mediator for the amicable resolution of any dispute with ONLY VTC, after a prior written complaint has proved unsuccessful. The prior complaint must be sent to contact@onlyvtc.fr ; the contact details of the competent mediator are provided when the complaint is handled and on simple request.