Cancellation & Refund
We understand that plans change. Our policy is designed to be fair to both clients and our chauffeur partners, with full transparency at every step.
Last updated: September 21, 2026 — ATOPUS SAS · SIRET 991 869 579
The scale above applies to every booking, whatever the vehicle (sedan, V-Class, van, minibus…), the distance and the occasion (transfer, long distance, event). The notice period is counted from the moment you cancel to the scheduled pickup time. The exact amount is shown to you before you confirm the cancellation.
If your booking is still “awaiting payment”, you can cancel it free of charge: nothing has been charged, so there is nothing to refund. Any Wallet amount set aside for this payment becomes available again.
- Airport pick-ups: 45 minutes of complimentary waiting from the actual landing of your flight (if you gave your flight number). Your flight is tracked and your driver is notified when it lands.
- Station, hotel or address pick-ups: 15 minutes of complimentary waiting from the confirmed pickup time.
- Beyond the free waiting time: if you think you will need more time, book the “Extended waiting time” option (20.00 € per 30-minute block). If we have no news from you at the end of the free waiting time, the driver may report a no-show; after review, 100% of the fare remains due, with no refund.
- How to avoid a no-show charge: Contact your driver or our dispatch directly if you are delayed. We will always accommodate genuine delays.
If you gave your flight number, our platform tracks your flight and notifies your driver when it lands. The free waiting time starts at the actual landing: a flight delay is not charged to you as waiting time. The pickup time is not changed automatically, however: if your arrival time changes significantly (long delay, rescheduled train), modify the ride from your account or contact us.
Bookings for a wedding, gala, roadshow or evening event follow the same scale as any other ride. For a specific need (several vehicles, a full-day chauffeur service), ask us for a quote before booking.
In the event of cancellation due to force majeure, severe weather, strikes, official travel restrictions, road closures or major incidents beyond either party's control, a full refund or Wallet credit is issued without penalty. Each case is assessed individually. Supporting documentation (weather reports, official notices, carrier confirmation) may be requested.
You can change the date and time of a ride from your account as long as the scheduled time has not been reached; the new time must be at least 60 minutes after your request. The first change to a ride is free if requested at least 72 h before the originally scheduled time; any other change costs €15.00. If the new slot is more expensive (night, weekend or public holiday surcharge), the fare difference is added; if it is cheaper, the price is not reduced.
The refund is credited immediately to your Driver & Butler Wallet as soon as the cancellation is confirmed, and can be used for your next bookings. It is not paid back to your card automatically: to request a refund to your original payment method, write to contact@driverandbutler.com with your booking reference; requests are handled case by case.
In accordance with Article L221-28 of the French Consumer Code, transport services provided on a specific date or time are not subject to the statutory 14-day right of withdrawal. All bookings are final upon confirmation. This exemption is standard across the VTC, taxi and private chauffeur sector and is applied consistently by operators including Booking.com Rides, Transferz and all major ground transport providers.