Last updated: 25 September 2026

1. Purpose

These terms govern passenger transport services by chauffeur-driven car (VTC) booked with Trustline, a brand of La Conciergerie I Carré (LCIC), a SARL with share capital of €10,000, registered with the Bourg-en-Bresse Trade and Companies Register under number 950 894 790, 844 rue Saint-Exupéry, 01480 Jassans-Riottier, France. Any booking implies acceptance of these terms.

2. Booking

In accordance with French VTC regulations, all our services are provided exclusively on prior booking. Bookings can be made on the website, by phone, by email or by WhatsApp. A booking becomes firm upon receipt of our written confirmation (order form) by email, WhatsApp or text message, which sets out the date, time, addresses, vehicle, number of passengers and pieces of luggage, and the price.

Unless otherwise agreed, bookings must be made at least 12 hours before pick-up for requests made between 8 am and 10 pm, and at least 16 hours before for requests made between 10 pm and 8 am. Later requests are accepted subject to availability.

The customer undertakes to provide accurate and complete information: number of passengers and pieces of luggage, flight or train number, and any need for a child seat or special equipment.

3. Price

The price is set at the time of booking and stated in euros, all taxes included. It covers the transport service, the tolls and parking fees related to the journey, and the included waiting time defined in Article 4.

The following may be added when they are agreed at the time of booking or accepted by the customer: an extra stop, a child seat (€5), additional waiting time at the current rate, and a 20% surcharge on certain special dates (in particular the end-of-year holidays), stated at the time of booking. The name board, booster seat, carriage of a pet and special luggage are not charged.

4. Included waiting time

• Pick-up at an address or train station: 15 minutes from the scheduled time.
• Pick-up at the airport: 1 hour 10 minutes from the actual landing of the flight.

Beyond that, the customer is informed before any waiting time is charged. Any extension accepted by the customer is charged at the current rate.

5. Flight or train delays

We track the flight and train times provided at the time of booking. A delay of less than 3 hours incurs no extra charge. For a delay of 3 hours or more, the initial service remains payable and a new booking may be needed to provide pick-up at the new time.

6. Changes and cancellation

Any change or cancellation must be notified to us in writing (email, WhatsApp or text message). Any significant change is confirmed to the customer in writing.

• Cancellation or change made at least 24 hours before pick-up: free of charge.
• Simple change sent before the chauffeur is dispatched: taken into account where possible, with any extra costs charged.
• Last-minute cancellation or significant change when the chauffeur is already dispatched or on site: the full price of the service remains payable.

7. Customer no-show

If the customer does not show up at the meeting point by the end of the included waiting time and cannot be reached despite our attempts to contact them, the service is considered a no-show and the full price remains payable.

8. Address errors

An address error corrected by the customer before the chauffeur is dispatched is taken into account at no extra cost. If it is reported after the chauffeur has arrived at the first address, the initial service remains payable or a supplement is charged according to the extra distance and time required. An error on our part is corrected at no extra cost.

9. Payment

Payment is made on board at the end of the service, or on invoice for customers with a business account, under the agreed terms. Accepted payment methods: bank card (including American Express), cash and bank transfer. A receipt is given for any ride of €25 or more, and an invoice is issued on request.

10. Customer obligations

The customer undertakes to follow safety rules, in particular wearing a seat belt, not to smoke on board and to behave respectfully towards the chauffeur. The number of passengers and pieces of luggage may not exceed the capacity of the vehicle booked. Children travel with suitable equipment, requested at the time of booking.

11. Liability

We do our utmost to ensure our services are punctual. In the event of an unforeseen problem (breakdown, accident), we immediately look for a replacement solution. We cannot be held liable in cases of force majeure or events beyond our control (exceptional traffic conditions, bad weather, road closures). Items left in the vehicle are kept and returned on request.

12. Complaints and mediation

Any complaint may be sent to booking@trustline.fr.

If a dispute arises, the customer first sends a written complaint to our team. If no solution is found, or if no reply is received within two months, a consumer customer may refer the matter free of charge to the consumer mediator we belong to, in accordance with Articles L.611-1 et seq. of the French Consumer Code: CM2C – Centre de la Médiation de la Consommation de Conciliateurs de Justice, 49 rue de Ponthieu, 75008 Paris – +33 1 89 47 00 14 – www.cm2c.net. Mediation requests are made online on the mediator’s website or by post, no later than one year after the written complaint.

13. Personal data

Data collected during booking is processed in accordance with our privacy policy.

14. Governing law

These terms are governed by French law.

This English version is provided for convenience. In the event of any discrepancy, the French version prevails.