The Parties have agreed as follows:
Order Board
Effective Date: January 16, 2026
1. Definitions and Interpretation
1.1. In this Agreement, the following terms shall have the meanings assigned to them below:
● “Transfers” – passenger transport services (including airport and other transfers)
and related services provided by the Supplier or the Agent.
● “Client” – any natural or legal person who makes a booking for a Transfer through
the Platform.
● “Platform” – the GetAlps online platform operated by the Agent for the publication of
transport offers, booking and management of orders.
● “Start Date” – the date and time of commencement of a specific Transfer as stated
in the confirmed booking.
● “Agreement” – this contract between the Agent and the Supplier, including all
annexes, amendments, operational rules of the Platform, and any written
modifications agreed between the Parties.
1.2. The expressions “including”, “for example”, and similar terms are used for illustrative
purposes only and shall not limit the general scope of any provision.
1.3. “Written form” includes electronic correspondence between authorised e-mail addresses
of the Parties. Any notice sent to the last notified e-mail address shall be deemed received.
2. Term and Termination of General Relationship
2.1. This Agreement enters into force upon signature by both Parties and shall remain valid
for an indefinite period, until terminated in accordance with this Agreement.
2.2. Either Party may terminate this Agreement without cause by giving the other Party at
least thirty (30) calendar days’ written notice prior to the intended termination date.
2.3. Either Party may terminate this Agreement with immediate effect upon written notice in
case of a material breach by the other Party, if:
● The breach cannot be remedied; or
● The breach could have been remedied but has not been remedied within fifteen (15)
calendar days following written notice requiring such remedy.
2.4. Termination of this Agreement shall not release the Parties from the performance of
obligations arising from confirmed and unfulfilled bookings made prior to the termination
date. Rights and obligations in respect of such bookings shall remain in effect until fully
performed.
3. Booking Process and Order Status
3.1. All bookings of Transfers shall be made by Clients through the GetAlps Platform. The
Supplier shall access orders via its personal account.
3.2. Each order passes through the following status stages on the Platform:
● “Available” – the order is published on the Platform and may be accepted by any
registered Supplier;
● “Requested” – after the Supplier selects an order, it is placed in “requested” status
and the Agent reviews the possibility of confirmation;
● “Confirmed” – once the Supplier is finally selected, the Agent confirms the booking.
From that moment, the Supplier’s service obligations arise.
3.3. The Supplier may withdraw from an order without penalty and without application of the
cancellation rules set out in Article 7, provided that such withdrawal occurs within thirty (30)
minutes after the order has been selected as “Requested” and before it is confirmed by the
Agent. Such withdrawal shall not constitute a cancellation of a confirmed booking.
3.4. Once the order is given “Confirmed” status, the Supplier must:
a) verify the booking details and notify the Agent of any inconsistencies;
b) assign a driver and provide the driver’s contact details;
c) ensure a 24/7 emergency contact line is available;
d) complete the Transfer on time and mark it as “completed” on the Platform.
3.5. The Agent shall notify the Supplier of all changes, cancellations and updates concerning
the Client. The Supplier must respond to such notifications without delay.
4. Supplier’s Obligations
4.1. Quality and Compliance of Services
The Supplier undertakes to provide high-quality transport services that comply with
professional standards, safety requirements, and all applicable laws and regulations of
France.
4.2. Licences and Authorisations
The Supplier warrants that both itself and its engaged drivers hold all necessary licences,
authorisations, and qualifications required by the Code des Transports to perform
commercial passenger transport services.
4.3. Vehicles (Condition and Compliance)
The Supplier shall be responsible for the technical condition, cleanliness, and appearance
of all vehicles used for the provision of services. Each vehicle must have a valid technical
inspection certificate and commercial passenger insurance.
4.4. Equipment Standards and Service Categories
The Supplier must provide the Client with a vehicle matching the category booked
(Standard / Economy / Premium / Minibus, etc.) and ensure that the vehicle is equipped with:
● air conditioning;
● seat belts for all seats;
● functional safety and navigation systems;
● sufficient luggage capacity as indicated by the Client.
4.5. Child Seats and Passenger Safety
Where the booking indicates that children are among the passengers, the Supplier shall
provide certified child restraint devices and/or child seats appropriate to the child’s age,
height, and weight, in accordance with applicable French safety standards (Décret n°2006-
1496 du 29 novembre 2006).
The Supplier is responsible for ensuring that such devices are properly installed before the
journey begins.
4.6. Drivers
The Supplier shall engage only drivers who:
● hold a valid driving licence of the appropriate category and authorisation for
commercial passenger transport;
● are familiar with the route and local area;
● maintain a neat appearance and professional behaviour;
● are able to communicate with the Client in French or English at a basic level.
The driver shall maintain politeness, respect, and confidentiality towards the Client at all
times.
4.7. Punctuality and Vehicle Presentation
The Supplier must present the vehicle at the designated pick-up point and time as stated in
the confirmed booking.
If the transfer relates to an arriving flight, the Supplier shall monitor the actual flight time
(flight tracking) and adjust the pick-up accordingly.
In case of anticipated delay, the Supplier shall immediately inform the Agent, state the
reason, and provide an estimated arrival time.
4.8. Vehicle Replacement
If circumstances arise preventing service performance (vehicle breakdown, accident, driver
unavailability, etc.), the Supplier shall:
● immediately notify the Agent;
● promptly provide a replacement vehicle of equal or higher category at no extra cost
to the Client;
● ensure that the replacement vehicle complies with this Agreement’s standards.
If the Supplier fails to provide a replacement and the Agent must arrange alternative
transport (taxi, other carrier, accommodation, etc.), the Supplier shall reimburse the Agent
for documented expenses within fourteen (14) working days.
4.9. Emergency Contact and Communication
The Supplier must:
● maintain a 24/7 emergency contact line available to both Agent and Client during the
performance of services;
● respond promptly to messages from the Agent (via e-mail or Platform);
● keep emergency contact information up to date.
Any notice sent by the Agent to the last provided e-mail address or emergency
number shall be deemed received at the time of dispatch.
4.10. Subcontracting (Delegated Performance)
The Supplier shall not subcontract the performance of a confirmed booking without the
Agent’s prior written consent.
In exceptional circumstances (vehicle failure, illness, road emergency), the Agent may
authorise the use of a subcontractor, provided that:
● the subcontractor holds valid licences and insurance;
● the service and safety standards are equivalent;
● the Supplier remains fully liable for the subcontractor’s acts and omissions as for its
own.
4.11. Quality Control and Suspension Rights
The Agent may:
● conduct random quality checks on services, vehicle condition, driver conduct, and
Client feedback;
● temporarily restrict or suspend the Supplier’s access to bookings if service quality
falls below standards, repeated client complaints occur, or there are systemic issues
of punctuality or safety.
The Supplier shall cooperate with the Agent and provide requested information during such
inspections.
4.12. Environmental and Regulatory Compliance
The Supplier shall ensure that all vehicles used comply with applicable environmental and
technical standards in France, including regulations concerning Low Emission Zones (Zones
à Faibles Émissions – ZFE), where relevant.
4.13. Completion Documentation
Upon completion of each journey, the Supplier shall:
● mark the trip as “completed” on the Platform;
● upload proof of performance if required by the Platform’s internal procedures (e.g.
client reception confirmation, driver signage photo);
● document any delays, incidents, or route deviations upon the Agent’s request.
4.14. Client “No Show” Procedure
If the Client fails to appear at the pick-up location at the agreed time and remains
unreachable until the end of the included waiting time (see Article 4.15 below), the Supplier
shall immediately notify the Agent.
The Agent shall attempt to contact the Client through all available means.
Only if contact cannot be established shall the trip be deemed a “No Show”.
In such case, the Supplier shall be entitled to 100% of the confirmed booking amount,
provided that:
● they arrived on time (GPS);
● they remained on site for the full included waiting time;
● they made reasonable attempts to contact the Client (calls, messages);
● they provided the Agent with evidence of such attempts.
4.15. Included Waiting Time
Booking Category Pick-up Location Included Waiting Time
Standard / Economy Non-airport 30 minutes
Standard / Economy Airport 60 minutes
Premium Non-airport 30 minutes
Premium Airport 80 minutes
After the included waiting time has elapsed, the Supplier may claim additional waiting
compensation under Article 7.5 of this Agreement.
4.16. Additional Waiting by the Client
If the Client arrives after the included waiting time, the Supplier may, with the Agent’s
approval, continue waiting. The Supplier shall be entitled to additional compensation of up to
thirty (30) euros per extra hour of waiting, as stated in Article 7.5.
4.17. Recording Waiting Times
The Supplier must record the actual arrival and departure times at the meeting point and
retain evidence of any Client delays, as necessary for the correct calculation of
compensation.5. Client Complaints and Claims
5.1. Notification
If a Client submits a complaint relating to a Transfer, the Agent shall promptly notify the
Supplier and decide whether to handle the complaint directly or request the Supplier to
contact the Client.
5.2. Complaint Handling
The Supplier authorises the Agent to handle complaints on its behalf if deemed appropriate.
The Agent shall not issue refunds or compensation without the Supplier’s consent, except in
urgent cases where immediate action is required to protect reputation or mitigate losses, in
which case the Agent shall promptly inform the Supplier.
5.3. Cooperation
The Supplier must cooperate with the Agent in handling complaints, providing all requested
information, explanations, and documentation in a timely manner, and taking steps to
resolve legitimate Client issues.
5.4. Reimbursement of Costs
The Supplier shall reimburse the Agent for documented expenses or compensation paid to
Clients resulting from the Supplier’s fault, within fourteen (14) working days of receiving the
Agent’s request.
5.5. Legal Claims
If the Agent receives legal claims or proceedings related to Transfers, the Supplier shall
provide all necessary information and assistance to protect the Agent’s interests.
6. Price, Payments and Taxation
6.1. Service Price
The price of each Transfer shall be determined through the Platform and shall include all
applicable taxes, tolls, airport fees and other charges, unless otherwise stated.
The Supplier shall be solely responsible for the payment and declaration of all mandatory
taxes, including Value Added Tax (VAT) applicable in France.
6.2. Agent’s Remuneration
The Agent acts as a commercial intermediary and is entitled to remuneration (commission)
for client acquisition, booking management and administrative handling.
The amount and structure of the Agent’s remuneration constitute confidential commercial
information and shall not be disclosed to the Supplier.
The Supplier shall only see on the Platform the net price at which it may accept or decline a
booking.
6.3. Invoicing and Payments
The Supplier shall issue a weekly invoice (every Monday) for Transfers actually completed
during the previous week at the agreed net rate.
The Agent shall verify the accuracy of the invoice and, if no discrepancies are found, shall
make payment within five (5) working days of receipt.
If any inaccuracy is detected, the Agent shall notify the Supplier within the same five (5)
days. Upon receipt of a corrected invoice, payment shall be made without further delay and
no later than one (1) working day thereafter.
6.4. Bank Details
All payments shall be made to a bank account held in the name of the Supplier’s legal
entity. The Supplier shall promptly notify the Agent of any change in banking details and
shall be solely responsible for their accuracy.
6.5. Set-off and Deductions
The Agent may withhold or offset any amounts owed to the Supplier against any sums due
from the Supplier to the Agent (including penalties, client compensation, or expenses for
alternative transport).
6.6. Disputed Amounts
In the event of a payment dispute, the Agent may withhold the disputed portion until final
resolution of the matter. No interest shall accrue during the retention period.7.
Cancellations, Delays, No-Shows and Idle Time
7.1. Cancellation by the Client
If the Client cancels a confirmed booking:
● up to forty-eight (48) hours before the scheduled pick-up time – no compensation is
payable to the Supplier;
● less than forty-eight (48) hours before the scheduled pick-up time – the Supplier is
entitled to 100% of the confirmed booking amount.
7.2. Cancellation by the Supplier
The Supplier must honour all confirmed bookings. In exceptional circumstances:
● if cancellation occurs more than forty-eight (48) hours before the pick-up time – no
compensation is due, but an administrative fee of fifty (50) euros shall be charged;
● if cancellation occurs between forty-eight (48) and twenty-four (24) hours before the
pick-up time – the Supplier shall reimburse the Agent 100% of the booking value;
● if cancellation occurs less than twenty-four (24) hours before the pick-up time – the
Supplier shall reimburse the Agent 100% of the booking value and all documented
additional costs (alternative transport, accommodation, etc.) within fourteen (14)
working days.
7.3. Right to Withdraw without Penalty (30-Minute Window)
The Supplier may withdraw from a booking without penalty and without application of the
above cancellation rules if such withdrawal is made within thirty (30) minutes after selecting
the order in “Requested” status and before it is confirmed by the Agent.
7.4. Supplier’s Delay
If the Supplier is late but the service is eventually performed:
● within sixty (60) minutes after the scheduled pick-up time – a penalty of one (1) euro
per minute of delay shall apply;
● between sixty (60) and one hundred and twenty (120) minutes – the Supplier shall
reimburse the Agent 50% of the confirmed booking value;
● beyond one hundred and twenty (120) minutes or if the service is not provided at all –
the Supplier shall reimburse the Agent 100% of the booking value.
If the delay causes additional expenses (alternative transfers, taxis, accommodation, etc.),
the Supplier shall reimburse such costs within fourteen (14) working days of notification by
the Agent.
7.5. Waiting Time beyond the Included Period
After the included waiting time (see Article 4.15) has elapsed, the Supplier shall be entitled
to additional waiting compensation of up to thirty (30) euros per extra hour, as provided in
this Agreement.
7.6. Supplier Inactivity
If the Supplier performs fewer than five (5) Transfers during three (3) consecutive calendar
months or repeatedly refuses confirmed bookings, the Agent may suspend access to the
Platform or terminate the Agreement with immediate effect.8. Liability and
Indemnification
8.1. The Supplier acknowledges that it alone is responsible to the Client for the performance
of the Transfer. The Agent acts solely as an intermediary and is not the actual carrier.
8.2. The Supplier shall be liable to the Agent and the Client for any loss arising from:
● late vehicle presentation;
● cancellation of a confirmed booking;
● failure to meet quality standards;
● breach of safety requirements;
● non-performance of obligations under this Agreement.
8.3. The Supplier shall indemnify and hold the Agent harmless against any losses, fines,
alternative transport expenses, compensation paid to Clients, legal fees, or other costs
incurred as a result of the Supplier’s actions or omissions, including those of its drivers or
subcontractors.
Reimbursement shall be made within fourteen (14) working days following the Agent’s
written demand.
8.4. Limitation of Liability
Neither Party shall be liable for indirect or consequential losses, loss of profit, or loss of
reputation, except in cases of wilful misconduct or gross negligence.
The Agent’s aggregate liability under this Agreement shall not exceed the total net amount
actually paid to the Supplier during the three (3) months preceding the event giving rise to
the claim.
8.5. Insurance
The Supplier shall maintain valid professional liability insurance covering damage to life,
health or property of passengers. A copy of the insurance certificate shall be provided to the
Agent upon request.
8.6. Survival
The Supplier’s indemnification obligations and all limitations of liability shall survive
termination of this Agreement.
9. Force Majeure
9.1. Neither Party shall be liable for any failure or delay in the performance of its obligations
under this Agreement if such failure or delay is caused by an event of force majeure, as
defined in Article 1218 of the French Civil Code, including but not limited to: natural
disasters, fires, floods, strikes, wars, acts of terrorism, epidemics, road blockages, airport
closures, actions of governmental authorities, or any other events reasonably beyond the
control of the affected Party.
9.2. The Party affected by a force majeure event shall promptly notify the other Party in
writing, specifying the nature of the event, its estimated duration, and its anticipated impact
on performance, and shall keep the other Party informed of any developments.
9.3. The performance of obligations affected by force majeure shall be suspended for the
duration of such event without penalty.
If the force majeure event continues for more than thirty (30) consecutive calendar days,
either Party may terminate this Agreement by written notice without liability for damages
resulting from such termination.
9.4. The affected Party shall take all reasonable measures to minimise the consequences
and resume performance of its obligations as soon as posible.
10. Termination
10.1. The Agent may terminate this Agreement without cause by giving at least thirty (30)
calendar days’ written notice to the Supplier.
10.2. Either Party may terminate this Agreement with immediate effect in the event of a
material breach by the other Party, if such breach:
● is not capable of remedy; or
● has not been remedied within fifteen (15) calendar days following receipt of written
notice requesting remedy.
10.3. Termination shall not affect confirmed bookings, which must be completed according to
the terms of this Agreement.
10.4. The Agent may suspend cooperation or terminate the Agreement with immediate effect
if:
● the Supplier repeatedly breaches quality standards (see Article 4);
● the Supplier cancels more than ten per cent (10%) of confirmed bookings during an
accounting period;
● the Supplier provides false information or fails to cooperate in resolving client
complaints.
10.5. The provisions relating to liability, indemnification, confidentiality, data protection, and
governing law shall survive termination of this Agreement.
11. Confidentiality and Data Protection
11.1. Confidentiality
The Parties shall keep strictly confidential the terms of this Agreement and all commercial,
operational, financial, and technical information, including tariffs, net prices, the Agent’s
remuneration structure, booking volumes, and client complaints.
Such information may only be disclosed:
● where required by law or an order of a competent authority; or
● with the prior written consent of the other Party.
11.2. Exceptions
The obligation of confidentiality shall not apply to information which:
● becomes publicly available through no fault of the receiving Party;
● was lawfully in the possession of the receiving Party prior to disclosure;
● must be disclosed pursuant to mandatory legal requirements or an administrative
decision.
11.3. Personal Data and GDPR
The Parties shall comply with Regulation (EU) 2016/679 (GDPR) and the French
Informatique et Libertés law.
The Agent acts as the data controller, and the Supplier acts as the data processor,
processing Clients’ personal data solely for the purpose of performing confirmed bookings
and strictly on the Agent’s instructions.
The Supplier shall:
● use Clients’ personal data only for booking performance;
● not disclose such data to third parties except to drivers or subcontractors approved
by the Agent;
● protect personal data against unauthorised access;
● immediately notify the Agent of any data breach, leak or security incident.
11.4. Return and Deletion of Data
Upon termination of this Agreement, the Supplier shall cease using any Client personal data
and, upon the Agent’s request, delete or return such data, unless retention is required by law
(e.g. for tax or insurance purposes).12. Governing Law and Jurisdiction
12.1. This Agreement shall be governed by and construed in accordance with the laws of the
French Republic.
Conflict-of-law and private international law rules shall not apply, to the extent permitted by
applicable law.
12.2. Any dispute arising out of or in connection with this Agreement shall first be subject to
amicable settlement between the Parties.
If no settlement is reached within thirty (30) calendar days from the date of the first written
notice of dispute, the matter shall be submitted to the competent courts of France (tribunal
compétent en France).
12.3. Should any provision of this Agreement be held invalid or unenforceable, it shall be
interpreted to the extent necessary to preserve its legal effect and meaning. The remaining
provisions shall continue in full force and effect.
13. Miscellaneous Provisions
13.1. Relationship Between the Parties
Nothing in this Agreement shall be deemed to create a partnership, joint venture,
employment or agency relationship other than that expressly stated herein. Each Party
remains an independent commercial entity, responsible solely for its own obligations.
13.2. Third-Party Rights
No person other than the Parties hereto, except expressly designated sub-agents of the
Agent, shall have any rights under this Agreement or be entitled to enforce any of its terms.
13.3. Waiver
The failure of either Party to exercise any right or enforce any provision of this Agreement
shall not constitute a waiver thereof. Any waiver must be in writing and signed by the
authorised representative of the waiving Party.
13.4. Amendments
Any modification or amendment of this Agreement shall be valid only if made in writing and
signed by both Parties.
Electronic signatures compliant with EU Regulation eIDAS (EU) No. 910/2014 shall have full
legal effect.
13.5. Entire Agreement
This Agreement constitutes the entire understanding between the Parties and supersedes
all prior negotiations, correspondence or agreements relating to its subject matter.
1.1. In this Agreement, the following terms shall have the meanings assigned to them below:
● “Transfers” – passenger transport services (including airport and other transfers)
and related services provided by the Supplier or the Agent.
● “Client” – any natural or legal person who makes a booking for a Transfer through
the Platform.
● “Platform” – the GetAlps online platform operated by the Agent for the publication of
transport offers, booking and management of orders.
● “Start Date” – the date and time of commencement of a specific Transfer as stated
in the confirmed booking.
● “Agreement” – this contract between the Agent and the Supplier, including all
annexes, amendments, operational rules of the Platform, and any written
modifications agreed between the Parties.
1.2. The expressions “including”, “for example”, and similar terms are used for illustrative
purposes only and shall not limit the general scope of any provision.
1.3. “Written form” includes electronic correspondence between authorised e-mail addresses
of the Parties. Any notice sent to the last notified e-mail address shall be deemed received.
2. Term and Termination of General Relationship
2.1. This Agreement enters into force upon signature by both Parties and shall remain valid
for an indefinite period, until terminated in accordance with this Agreement.
2.2. Either Party may terminate this Agreement without cause by giving the other Party at
least thirty (30) calendar days’ written notice prior to the intended termination date.
2.3. Either Party may terminate this Agreement with immediate effect upon written notice in
case of a material breach by the other Party, if:
● The breach cannot be remedied; or
● The breach could have been remedied but has not been remedied within fifteen (15)
calendar days following written notice requiring such remedy.
2.4. Termination of this Agreement shall not release the Parties from the performance of
obligations arising from confirmed and unfulfilled bookings made prior to the termination
date. Rights and obligations in respect of such bookings shall remain in effect until fully
performed.
3. Booking Process and Order Status
3.1. All bookings of Transfers shall be made by Clients through the GetAlps Platform. The
Supplier shall access orders via its personal account.
3.2. Each order passes through the following status stages on the Platform:
● “Available” – the order is published on the Platform and may be accepted by any
registered Supplier;
● “Requested” – after the Supplier selects an order, it is placed in “requested” status
and the Agent reviews the possibility of confirmation;
● “Confirmed” – once the Supplier is finally selected, the Agent confirms the booking.
From that moment, the Supplier’s service obligations arise.
3.3. The Supplier may withdraw from an order without penalty and without application of the
cancellation rules set out in Article 7, provided that such withdrawal occurs within thirty (30)
minutes after the order has been selected as “Requested” and before it is confirmed by the
Agent. Such withdrawal shall not constitute a cancellation of a confirmed booking.
3.4. Once the order is given “Confirmed” status, the Supplier must:
a) verify the booking details and notify the Agent of any inconsistencies;
b) assign a driver and provide the driver’s contact details;
c) ensure a 24/7 emergency contact line is available;
d) complete the Transfer on time and mark it as “completed” on the Platform.
3.5. The Agent shall notify the Supplier of all changes, cancellations and updates concerning
the Client. The Supplier must respond to such notifications without delay.
4. Supplier’s Obligations
4.1. Quality and Compliance of Services
The Supplier undertakes to provide high-quality transport services that comply with
professional standards, safety requirements, and all applicable laws and regulations of
France.
4.2. Licences and Authorisations
The Supplier warrants that both itself and its engaged drivers hold all necessary licences,
authorisations, and qualifications required by the Code des Transports to perform
commercial passenger transport services.
4.3. Vehicles (Condition and Compliance)
The Supplier shall be responsible for the technical condition, cleanliness, and appearance
of all vehicles used for the provision of services. Each vehicle must have a valid technical
inspection certificate and commercial passenger insurance.
4.4. Equipment Standards and Service Categories
The Supplier must provide the Client with a vehicle matching the category booked
(Standard / Economy / Premium / Minibus, etc.) and ensure that the vehicle is equipped with:
● air conditioning;
● seat belts for all seats;
● functional safety and navigation systems;
● sufficient luggage capacity as indicated by the Client.
4.5. Child Seats and Passenger Safety
Where the booking indicates that children are among the passengers, the Supplier shall
provide certified child restraint devices and/or child seats appropriate to the child’s age,
height, and weight, in accordance with applicable French safety standards (Décret n°2006-
1496 du 29 novembre 2006).
The Supplier is responsible for ensuring that such devices are properly installed before the
journey begins.
4.6. Drivers
The Supplier shall engage only drivers who:
● hold a valid driving licence of the appropriate category and authorisation for
commercial passenger transport;
● are familiar with the route and local area;
● maintain a neat appearance and professional behaviour;
● are able to communicate with the Client in French or English at a basic level.
The driver shall maintain politeness, respect, and confidentiality towards the Client at all
times.
4.7. Punctuality and Vehicle Presentation
The Supplier must present the vehicle at the designated pick-up point and time as stated in
the confirmed booking.
If the transfer relates to an arriving flight, the Supplier shall monitor the actual flight time
(flight tracking) and adjust the pick-up accordingly.
In case of anticipated delay, the Supplier shall immediately inform the Agent, state the
reason, and provide an estimated arrival time.
4.8. Vehicle Replacement
If circumstances arise preventing service performance (vehicle breakdown, accident, driver
unavailability, etc.), the Supplier shall:
● immediately notify the Agent;
● promptly provide a replacement vehicle of equal or higher category at no extra cost
to the Client;
● ensure that the replacement vehicle complies with this Agreement’s standards.
If the Supplier fails to provide a replacement and the Agent must arrange alternative
transport (taxi, other carrier, accommodation, etc.), the Supplier shall reimburse the Agent
for documented expenses within fourteen (14) working days.
4.9. Emergency Contact and Communication
The Supplier must:
● maintain a 24/7 emergency contact line available to both Agent and Client during the
performance of services;
● respond promptly to messages from the Agent (via e-mail or Platform);
● keep emergency contact information up to date.
Any notice sent by the Agent to the last provided e-mail address or emergency
number shall be deemed received at the time of dispatch.
4.10. Subcontracting (Delegated Performance)
The Supplier shall not subcontract the performance of a confirmed booking without the
Agent’s prior written consent.
In exceptional circumstances (vehicle failure, illness, road emergency), the Agent may
authorise the use of a subcontractor, provided that:
● the subcontractor holds valid licences and insurance;
● the service and safety standards are equivalent;
● the Supplier remains fully liable for the subcontractor’s acts and omissions as for its
own.
4.11. Quality Control and Suspension Rights
The Agent may:
● conduct random quality checks on services, vehicle condition, driver conduct, and
Client feedback;
● temporarily restrict or suspend the Supplier’s access to bookings if service quality
falls below standards, repeated client complaints occur, or there are systemic issues
of punctuality or safety.
The Supplier shall cooperate with the Agent and provide requested information during such
inspections.
4.12. Environmental and Regulatory Compliance
The Supplier shall ensure that all vehicles used comply with applicable environmental and
technical standards in France, including regulations concerning Low Emission Zones (Zones
à Faibles Émissions – ZFE), where relevant.
4.13. Completion Documentation
Upon completion of each journey, the Supplier shall:
● mark the trip as “completed” on the Platform;
● upload proof of performance if required by the Platform’s internal procedures (e.g.
client reception confirmation, driver signage photo);
● document any delays, incidents, or route deviations upon the Agent’s request.
4.14. Client “No Show” Procedure
If the Client fails to appear at the pick-up location at the agreed time and remains
unreachable until the end of the included waiting time (see Article 4.15 below), the Supplier
shall immediately notify the Agent.
The Agent shall attempt to contact the Client through all available means.
Only if contact cannot be established shall the trip be deemed a “No Show”.
In such case, the Supplier shall be entitled to 100% of the confirmed booking amount,
provided that:
● they arrived on time (GPS);
● they remained on site for the full included waiting time;
● they made reasonable attempts to contact the Client (calls, messages);
● they provided the Agent with evidence of such attempts.
4.15. Included Waiting Time
Booking Category Pick-up Location Included Waiting Time
Standard / Economy Non-airport 30 minutes
Standard / Economy Airport 60 minutes
Premium Non-airport 30 minutes
Premium Airport 80 minutes
After the included waiting time has elapsed, the Supplier may claim additional waiting
compensation under Article 7.5 of this Agreement.
4.16. Additional Waiting by the Client
If the Client arrives after the included waiting time, the Supplier may, with the Agent’s
approval, continue waiting. The Supplier shall be entitled to additional compensation of up to
thirty (30) euros per extra hour of waiting, as stated in Article 7.5.
4.17. Recording Waiting Times
The Supplier must record the actual arrival and departure times at the meeting point and
retain evidence of any Client delays, as necessary for the correct calculation of
compensation.5. Client Complaints and Claims
5.1. Notification
If a Client submits a complaint relating to a Transfer, the Agent shall promptly notify the
Supplier and decide whether to handle the complaint directly or request the Supplier to
contact the Client.
5.2. Complaint Handling
The Supplier authorises the Agent to handle complaints on its behalf if deemed appropriate.
The Agent shall not issue refunds or compensation without the Supplier’s consent, except in
urgent cases where immediate action is required to protect reputation or mitigate losses, in
which case the Agent shall promptly inform the Supplier.
5.3. Cooperation
The Supplier must cooperate with the Agent in handling complaints, providing all requested
information, explanations, and documentation in a timely manner, and taking steps to
resolve legitimate Client issues.
5.4. Reimbursement of Costs
The Supplier shall reimburse the Agent for documented expenses or compensation paid to
Clients resulting from the Supplier’s fault, within fourteen (14) working days of receiving the
Agent’s request.
5.5. Legal Claims
If the Agent receives legal claims or proceedings related to Transfers, the Supplier shall
provide all necessary information and assistance to protect the Agent’s interests.
6. Price, Payments and Taxation
6.1. Service Price
The price of each Transfer shall be determined through the Platform and shall include all
applicable taxes, tolls, airport fees and other charges, unless otherwise stated.
The Supplier shall be solely responsible for the payment and declaration of all mandatory
taxes, including Value Added Tax (VAT) applicable in France.
6.2. Agent’s Remuneration
The Agent acts as a commercial intermediary and is entitled to remuneration (commission)
for client acquisition, booking management and administrative handling.
The amount and structure of the Agent’s remuneration constitute confidential commercial
information and shall not be disclosed to the Supplier.
The Supplier shall only see on the Platform the net price at which it may accept or decline a
booking.
6.3. Invoicing and Payments
The Supplier shall issue a weekly invoice (every Monday) for Transfers actually completed
during the previous week at the agreed net rate.
The Agent shall verify the accuracy of the invoice and, if no discrepancies are found, shall
make payment within five (5) working days of receipt.
If any inaccuracy is detected, the Agent shall notify the Supplier within the same five (5)
days. Upon receipt of a corrected invoice, payment shall be made without further delay and
no later than one (1) working day thereafter.
6.4. Bank Details
All payments shall be made to a bank account held in the name of the Supplier’s legal
entity. The Supplier shall promptly notify the Agent of any change in banking details and
shall be solely responsible for their accuracy.
6.5. Set-off and Deductions
The Agent may withhold or offset any amounts owed to the Supplier against any sums due
from the Supplier to the Agent (including penalties, client compensation, or expenses for
alternative transport).
6.6. Disputed Amounts
In the event of a payment dispute, the Agent may withhold the disputed portion until final
resolution of the matter. No interest shall accrue during the retention period.7.
Cancellations, Delays, No-Shows and Idle Time
7.1. Cancellation by the Client
If the Client cancels a confirmed booking:
● up to forty-eight (48) hours before the scheduled pick-up time – no compensation is
payable to the Supplier;
● less than forty-eight (48) hours before the scheduled pick-up time – the Supplier is
entitled to 100% of the confirmed booking amount.
7.2. Cancellation by the Supplier
The Supplier must honour all confirmed bookings. In exceptional circumstances:
● if cancellation occurs more than forty-eight (48) hours before the pick-up time – no
compensation is due, but an administrative fee of fifty (50) euros shall be charged;
● if cancellation occurs between forty-eight (48) and twenty-four (24) hours before the
pick-up time – the Supplier shall reimburse the Agent 100% of the booking value;
● if cancellation occurs less than twenty-four (24) hours before the pick-up time – the
Supplier shall reimburse the Agent 100% of the booking value and all documented
additional costs (alternative transport, accommodation, etc.) within fourteen (14)
working days.
7.3. Right to Withdraw without Penalty (30-Minute Window)
The Supplier may withdraw from a booking without penalty and without application of the
above cancellation rules if such withdrawal is made within thirty (30) minutes after selecting
the order in “Requested” status and before it is confirmed by the Agent.
7.4. Supplier’s Delay
If the Supplier is late but the service is eventually performed:
● within sixty (60) minutes after the scheduled pick-up time – a penalty of one (1) euro
per minute of delay shall apply;
● between sixty (60) and one hundred and twenty (120) minutes – the Supplier shall
reimburse the Agent 50% of the confirmed booking value;
● beyond one hundred and twenty (120) minutes or if the service is not provided at all –
the Supplier shall reimburse the Agent 100% of the booking value.
If the delay causes additional expenses (alternative transfers, taxis, accommodation, etc.),
the Supplier shall reimburse such costs within fourteen (14) working days of notification by
the Agent.
7.5. Waiting Time beyond the Included Period
After the included waiting time (see Article 4.15) has elapsed, the Supplier shall be entitled
to additional waiting compensation of up to thirty (30) euros per extra hour, as provided in
this Agreement.
7.6. Supplier Inactivity
If the Supplier performs fewer than five (5) Transfers during three (3) consecutive calendar
months or repeatedly refuses confirmed bookings, the Agent may suspend access to the
Platform or terminate the Agreement with immediate effect.8. Liability and
Indemnification
8.1. The Supplier acknowledges that it alone is responsible to the Client for the performance
of the Transfer. The Agent acts solely as an intermediary and is not the actual carrier.
8.2. The Supplier shall be liable to the Agent and the Client for any loss arising from:
● late vehicle presentation;
● cancellation of a confirmed booking;
● failure to meet quality standards;
● breach of safety requirements;
● non-performance of obligations under this Agreement.
8.3. The Supplier shall indemnify and hold the Agent harmless against any losses, fines,
alternative transport expenses, compensation paid to Clients, legal fees, or other costs
incurred as a result of the Supplier’s actions or omissions, including those of its drivers or
subcontractors.
Reimbursement shall be made within fourteen (14) working days following the Agent’s
written demand.
8.4. Limitation of Liability
Neither Party shall be liable for indirect or consequential losses, loss of profit, or loss of
reputation, except in cases of wilful misconduct or gross negligence.
The Agent’s aggregate liability under this Agreement shall not exceed the total net amount
actually paid to the Supplier during the three (3) months preceding the event giving rise to
the claim.
8.5. Insurance
The Supplier shall maintain valid professional liability insurance covering damage to life,
health or property of passengers. A copy of the insurance certificate shall be provided to the
Agent upon request.
8.6. Survival
The Supplier’s indemnification obligations and all limitations of liability shall survive
termination of this Agreement.
9. Force Majeure
9.1. Neither Party shall be liable for any failure or delay in the performance of its obligations
under this Agreement if such failure or delay is caused by an event of force majeure, as
defined in Article 1218 of the French Civil Code, including but not limited to: natural
disasters, fires, floods, strikes, wars, acts of terrorism, epidemics, road blockages, airport
closures, actions of governmental authorities, or any other events reasonably beyond the
control of the affected Party.
9.2. The Party affected by a force majeure event shall promptly notify the other Party in
writing, specifying the nature of the event, its estimated duration, and its anticipated impact
on performance, and shall keep the other Party informed of any developments.
9.3. The performance of obligations affected by force majeure shall be suspended for the
duration of such event without penalty.
If the force majeure event continues for more than thirty (30) consecutive calendar days,
either Party may terminate this Agreement by written notice without liability for damages
resulting from such termination.
9.4. The affected Party shall take all reasonable measures to minimise the consequences
and resume performance of its obligations as soon as posible.
10. Termination
10.1. The Agent may terminate this Agreement without cause by giving at least thirty (30)
calendar days’ written notice to the Supplier.
10.2. Either Party may terminate this Agreement with immediate effect in the event of a
material breach by the other Party, if such breach:
● is not capable of remedy; or
● has not been remedied within fifteen (15) calendar days following receipt of written
notice requesting remedy.
10.3. Termination shall not affect confirmed bookings, which must be completed according to
the terms of this Agreement.
10.4. The Agent may suspend cooperation or terminate the Agreement with immediate effect
if:
● the Supplier repeatedly breaches quality standards (see Article 4);
● the Supplier cancels more than ten per cent (10%) of confirmed bookings during an
accounting period;
● the Supplier provides false information or fails to cooperate in resolving client
complaints.
10.5. The provisions relating to liability, indemnification, confidentiality, data protection, and
governing law shall survive termination of this Agreement.
11. Confidentiality and Data Protection
11.1. Confidentiality
The Parties shall keep strictly confidential the terms of this Agreement and all commercial,
operational, financial, and technical information, including tariffs, net prices, the Agent’s
remuneration structure, booking volumes, and client complaints.
Such information may only be disclosed:
● where required by law or an order of a competent authority; or
● with the prior written consent of the other Party.
11.2. Exceptions
The obligation of confidentiality shall not apply to information which:
● becomes publicly available through no fault of the receiving Party;
● was lawfully in the possession of the receiving Party prior to disclosure;
● must be disclosed pursuant to mandatory legal requirements or an administrative
decision.
11.3. Personal Data and GDPR
The Parties shall comply with Regulation (EU) 2016/679 (GDPR) and the French
Informatique et Libertés law.
The Agent acts as the data controller, and the Supplier acts as the data processor,
processing Clients’ personal data solely for the purpose of performing confirmed bookings
and strictly on the Agent’s instructions.
The Supplier shall:
● use Clients’ personal data only for booking performance;
● not disclose such data to third parties except to drivers or subcontractors approved
by the Agent;
● protect personal data against unauthorised access;
● immediately notify the Agent of any data breach, leak or security incident.
11.4. Return and Deletion of Data
Upon termination of this Agreement, the Supplier shall cease using any Client personal data
and, upon the Agent’s request, delete or return such data, unless retention is required by law
(e.g. for tax or insurance purposes).12. Governing Law and Jurisdiction
12.1. This Agreement shall be governed by and construed in accordance with the laws of the
French Republic.
Conflict-of-law and private international law rules shall not apply, to the extent permitted by
applicable law.
12.2. Any dispute arising out of or in connection with this Agreement shall first be subject to
amicable settlement between the Parties.
If no settlement is reached within thirty (30) calendar days from the date of the first written
notice of dispute, the matter shall be submitted to the competent courts of France (tribunal
compétent en France).
12.3. Should any provision of this Agreement be held invalid or unenforceable, it shall be
interpreted to the extent necessary to preserve its legal effect and meaning. The remaining
provisions shall continue in full force and effect.
13. Miscellaneous Provisions
13.1. Relationship Between the Parties
Nothing in this Agreement shall be deemed to create a partnership, joint venture,
employment or agency relationship other than that expressly stated herein. Each Party
remains an independent commercial entity, responsible solely for its own obligations.
13.2. Third-Party Rights
No person other than the Parties hereto, except expressly designated sub-agents of the
Agent, shall have any rights under this Agreement or be entitled to enforce any of its terms.
13.3. Waiver
The failure of either Party to exercise any right or enforce any provision of this Agreement
shall not constitute a waiver thereof. Any waiver must be in writing and signed by the
authorised representative of the waiving Party.
13.4. Amendments
Any modification or amendment of this Agreement shall be valid only if made in writing and
signed by both Parties.
Electronic signatures compliant with EU Regulation eIDAS (EU) No. 910/2014 shall have full
legal effect.
13.5. Entire Agreement
This Agreement constitutes the entire understanding between the Parties and supersedes
all prior negotiations, correspondence or agreements relating to its subject matter.