Terms & Conditions — Booking a Private Driver in Lyon

Version 1.0 — in force as of 13 June 2026. The latest version published on the website prevails. Lyon VTC is a booking platform operated by WHEVO SAS, société par actions simplifiée. This English page is provided for the convenience of international travellers; the French-language terms remain the legally binding reference and prevail in the event of any discrepancy.

About Lyon VTC: a booking platform, not a fleet

Lyon VTC connects you with a network of vetted, fully licensed partner chauffeurs operating in Lyon, the Rhône-Alpes region and on long-distance routes (airport transfers, ski resorts, Geneva, Paris and more). When you book through Lyon VTC, you are matched with an independent professional driver who carries the ride out. WHEVO does not own a vehicle fleet and is not a transport operator — it provides the booking and matching service that brings you and your chauffeur together.

1. Definitions

“Platform”: the Lyon VTC website and booking tools operated by WHEVO.
“Partner Chauffeur” (the “Partner”): an independent, professionally licensed VTC driver — holding a valid VTC professional card, registered on the official French VTC operators’ register, covered by current professional liability insurance and driving a compliant vehicle — matched with you through the Platform.
“Ride”: the passenger transport service performed by a Partner Chauffeur for the Customer.
“Transport Contract”: the contract entered into directly between the Customer and the Partner Chauffeur for the Ride.
“Booking Service”: the intermediation (matching) service provided by WHEVO.
“Service Fee”: the commission earned by WHEVO for the Booking Service.
“Customer” (“you”): any person — consumer or business — booking a Ride through the Platform.

2. What you are booking

2.1 Lyon VTC matches you with an independent chauffeur

WHEVO provides a booking and matching service between Customers and independent Partner Chauffeurs. WHEVO is not the transport operator and does not perform the Ride itself.

2.2 Who your contract is with

Important. The Transport Contract is formed directly between you and the Partner Chauffeur. The Partner Chauffeur is the transport provider and the party that receives payment for the Ride. WHEVO is not a party to the Transport Contract.

2.3 Booking platform liability

Consumer protection. Because it operates a booking service, WHEVO is subject to Article L3142-3 of the French Transport Code, which imposes a statutory liability towards consumer Customers for the proper performance of the Transport Contract, even where the Ride is carried out by a Partner Chauffeur. This protection is mandatory and cannot be waived for consumers. Article 9 below sets out its scope and limits within the legal framework.

3. Key information before you book

Before confirming any booking, you are clearly informed of:

the intermediated nature of the service (Lyon VTC matches you with a chauffeur);
the identity of the transport provider (your Partner Chauffeur), shared no later than ride confirmation;
the essential details of the Ride (pick-up point, destination, date and time, vehicle category, number of passengers);
the total price of the Ride, all taxes included, and any Service Fee;
payment, confirmation, cancellation and complaint procedures;
the absence of a withdrawal (cooling-off) right as set out in Article 7.

4. How a booking works

4.1 Simple matching

You submit a ride request through the Platform. WHEVO forwards it to one or more Partner Chauffeurs. A request is not a confirmed booking until a Partner has accepted it and the Ride has been confirmed to you.

4.2 Quote, acceptance and online payment

You publish a request specifying the details of your Ride.
One or more Partner Chauffeurs propose a price for the Ride.
You accept an offer. Acceptance forms the Transport Contract between you and the chosen Partner Chauffeur.
You pay online via our payment provider (Article 6). A booking confirmation is sent to you electronically, summarising the Ride details and the Partner Chauffeur’s identity.

4.3 When each contract is formed

The Booking Service between WHEVO and you is concluded once your request is submitted. The Transport Contract between you and the Partner Chauffeur is formed once the offer is confirmed/accepted.

5. Pricing

5.1 The chauffeur sets the price

Important. The price of the Ride is set by the Partner Chauffeur, who is solely responsible for it. WHEVO does not impose transport prices and does not guarantee any rate.

Any prices shown on the Platform are indicative and presented as a “from …” starting price in euros (€). The final price is confirmed before the ride, all taxes included, and must be accepted by you before the Transport Contract is formed. It may include the Lyon VTC Service Fee, as disclosed to you.

5.2 Lyon VTC Service Fee

WHEVO is paid for the Booking Service through a Service Fee. Where it is payable by you, its amount or method of calculation is disclosed before you accept the Ride. The Service Fee charged to a business Customer is subject to VAT at the applicable rate (20%).

5.3 Extras

Any extras (waiting time, tolls, route changes requested by you, cleaning charges in case of soiling, etc.) are set by the Partner Chauffeur and disclosed to you.

6. Payment (online via Stripe Connect — direct charge)

6.1 Payment provider

Online payments are processed by Stripe (Stripe Payments Europe, Ltd. and Stripe group entities), a licensed payment service provider, using Stripe Connect in a direct charge configuration. Acceptance of Stripe’s terms of service may be required to complete payment.

6.2 The chauffeur is paid directly — Lyon VTC does not hold your funds

Important (money flows). The price of the Ride is collected directly by the Partner Chauffeur, who is the sole recipient of the funds and the merchant of record under Stripe Connect: the transaction is charged directly to the Partner’s Stripe account. WHEVO does not collect, receive, hold or handle the funds corresponding to the price of the Ride at any time. WHEVO only receives its Service Fee (application fee), automatically deducted and settled by Stripe during the transaction.

WHEVO does not act as a payment institution, payment service agent or collection agent for the Partner or the Customer: it carries out no payment operation, no clearing and no holding of funds for third parties. All payment flows are operated exclusively by Stripe, a licensed provider, between you and the Partner Chauffeur.

6.3 Secure payment and authentication (PSD2 / SCA)

Payments are subject to applicable security requirements, including Strong Customer Authentication (SCA) under Directive (EU) 2015/2366 (PSD2). You may be asked to validate the transaction with your bank (3-D Secure or equivalent). WHEVO never has access to your full card details, which are processed and secured exclusively by Stripe (PCI-DSS compliant).

6.4 Failed or declined payment

If a payment fails, is declined or rejected by your bank or by Stripe, the booking is not confirmed and the Transport Contract is not formed. WHEVO is not liable for a payment refusal attributable to your bank, to Stripe or to you.

6.5 Invoicing

The invoice for the Ride is issued by the Partner Chauffeur, the sole transport provider and recipient of the price. WHEVO issues, where relevant, an invoice for its Service Fee only.

7. No withdrawal (cooling-off) right

Mandatory pre-contractual information (Article L221-28 of the French Consumer Code). The right of withdrawal does not apply to passenger transport services or to services to be provided on a specific date or period.

Accordingly, you do not have a 14-day cooling-off right when booking a Ride. The booking is firm from confirmation, subject to the cancellation terms in Article 8. This is made clear to you before any booking is finalised.

8. Cancellation, changes, delays, no-shows and refunds

8.1 Cancellation by you

You may cancel a booked Ride on the following terms, disclosed to you before booking:

More than 24 hours before the agreed pick-up time: cancellation is free and the price actually paid is refunded in full, as set out in Article 8.5;
Less than 24 hours before the agreed pick-up time: a cancellation fee payable to the Partner Chauffeur may apply. Its amount or calculation method is set by the Partner Chauffeur and disclosed to you before booking, in the schedule available on the Platform.

Unless the Partner Chauffeur communicates more favourable terms, these timeframes apply. A Partner’s cancellation terms can never deprive a consumer Customer of any mandatory right. You can cancel directly from the Platform.

8.2 No-show (Customer absent)

If you are not present at the pick-up point at the agreed time, after a reasonable waiting period, the Partner Chauffeur may treat the Ride as performed and billable on the terms disclosed before booking. The price collected then remains due to the Partner Chauffeur.

8.3 Cancellation by the chauffeur

If a cancellation is attributable to the Partner Chauffeur, WHEVO will use reasonable efforts (best-efforts obligation) to re-assign the Ride to another available Partner Chauffeur on equivalent terms. If re-assignment is not possible, you are refunded the price of the Ride as set out in Article 8.5, without prejudice to the liability regime in Article 9.

8.4 Changes

Any change to the Ride (time, route, number of passengers) is subject to the Partner Chauffeur’s agreement and may lead to a price adjustment, disclosed to you.

8.5 Refunds

Important (direct charge). Because the price of the Ride was collected directly by the Partner Chauffeur (Article 6.2), any refund is issued from the Partner’s account, via Stripe, to the payment method you originally used. As WHEVO does not hold the funds, it does not itself refund the price of the Ride.

The Lyon VTC Service Fee is treated as follows:

if the cancellation is attributable to the Partner Chauffeur, or the Ride is not performed due to the Partner, the Service Fee is refunded to you or is not due;
if there is a late cancellation by you or a no-show, the Service Fee — corresponding to a service already rendered — may remain due to WHEVO, within the limits of mandatory consumer protection rules.

Refund timeframes depend on the payment provider and the banks involved and are outside WHEVO’s control. WHEVO provides reasonable assistance to help the Partner Chauffeur process the refund.

8.6 Payment disputes (chargebacks)

Any payment dispute or chargeback you raise with your bank is handled at the Partner Chauffeur’s Stripe account level, as the party that received the transaction. The Partner Chauffeur bears the consequences and the burden of proving the Ride was performed. WHEVO, which does not collect the price of the Ride, is not a party to that banking procedure; it may, where relevant, share the booking records it holds. Abusive or bad-faith chargebacks engage your liability.

9. Liability

9.1 Lyon VTC’s liability for the Booking Service

WHEVO owes a best-efforts obligation for the Booking Service. It uses reasonable diligence to match you with eligible Partner Chauffeurs and verifies, in line with its legal obligations, that Partners hold valid professional liability insurance.

9.2 Statutory liability of the booking platform

Under Article L3142-3 of the French Transport Code, WHEVO, as a booking platform, is liable as of right, towards the Customer, for the proper performance of the Transport Contract, whether concluded remotely or not and whether the obligations are performed by WHEVO or by the Partner Chauffeur.

WHEVO may be released from all or part of this liability by proving that the non-performance or improper performance is attributable to:

the Customer; or
an unforeseeable and insurmountable act of a third party unconnected with the provision of the service; or
an event of force majeure.

In all cases, WHEVO retains a full right of recourse against the Partner Chauffeur for the consequences of any non-performance or improper performance attributable to that Partner.

9.3 The chauffeur’s liability

The Partner Chauffeur is solely responsible for the physical performance of the Ride, compliance with the regulations applicable to VTC transport, the condition and safety of the vehicle, the validity of the professional card and insurance, and conduct during the Ride.

9.4 Limitations for business Customers

In dealings with a business Customer, and without prejudice to mandatory rules, WHEVO’s liability for all losses combined is capped at the amount of the Service Fee actually received by WHEVO for the Ride concerned. Indirect losses (loss of profit, loss of opportunity, commercial or reputational harm) are excluded.

9.5 Mandatory protection

Nothing in these terms limits or excludes WHEVO’s liability for personal injury, gross negligence or wilful misconduct, or removes any mandatory right of a consumer Customer. Any clause found to be unfair is deemed unwritten, without affecting the validity of the remaining provisions.

10. Your obligations

You agree to:

provide accurate information (pick-up point, destination, time, number of passengers);
be present at the agreed time and place;
behave respectfully towards the Partner Chauffeur and respect the vehicle;
comply with applicable rules (seatbelt use, permitted number of passengers, etc.);
pay the price of the Ride and any extras due.

You are responsible for any damage you cause to the Partner Chauffeur’s vehicle.

11. Complaints

11.1 How and when to complain

Any complaint about a Ride or the service must be sent to WHEVO through the booking platform, within eight (8) days of the Ride or of the event giving rise to the complaint. The complaint should state the booking reference, its subject and any relevant supporting documents.

11.2 How complaints are handled

WHEVO acknowledges receipt within forty-eight (48) business hours and endeavours to provide a reasoned reply within a maximum of thirty (30) days. As part of its best-efforts intermediary role, WHEVO facilitates dialogue between you and the Partner Chauffeur towards an amicable resolution.

11.3 Roles (platform vs. chauffeur)

Complaints about the physical performance of the Ride (conduct, vehicle condition, delay, route) fall under the responsibility of the Partner Chauffeur, the sole transport provider, without prejudice to: (i) WHEVO’s statutory liability under Article 9.2 towards consumer Customers, and (ii) WHEVO’s full right of recourse against the Partner. Complaints about the Booking Service (Platform operation, Service Fee, booking process) are handled directly by WHEVO.

12. Consumer mediation

Under Articles L611-1, L612-1 et seq. of the French Consumer Code, a consumer Customer has the right to use a consumer mediator free of charge to seek an amicable resolution of a dispute with WHEVO.

Mediation requires that a prior written complaint has been sent to WHEVO (Article 11) and has remained unresolved or without a satisfactory reply within two (2) months. A mediation request must be made within one (1) year of the written complaint.

The competent consumer mediator details are: [to be completed: name and contact of the approved mediator]. Consumers may also use the European Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr.

13. Personal data

Your personal data is processed in accordance with our Privacy Policy. For the purposes of the Ride, certain data (identity, pick-up point, destination, contact details) is shared with the Partner Chauffeur, who acts as a data controller for performing the transport.

14. Force majeure

Neither party is liable for non-performance caused by an event of force majeure under Article 1218 of the French Civil Code.

15. Severability

If any provision of these terms is held void, unenforceable or unwritten, the remaining provisions stay in force.

16. Changes to these terms

WHEVO may amend these terms. The terms applicable to a Ride are those accepted by you at the time of booking. No later change applies to a booking already confirmed.

17. Governing law and jurisdiction

17.1 Governing law

These terms are governed by French law.

17.2 Dispute resolution

Before any legal action, you are invited to file a complaint (Article 11) and, if you are a consumer, to use mediation (Article 12).

17.3 Jurisdiction

For disputes with a business Customer, exclusive jurisdiction lies with the courts of the place of WHEVO’s registered office (Paris). A consumer Customer may bring proceedings before any court that is territorially competent under the French Code of Civil Procedure, or before the court of the place where they resided when the contract was concluded or when the harmful event occurred.

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These terms were drafted in French, the language that prevails over any translation.