Cancellation & Refund

Bookings involving premium vehicles (Mercedes-Benz S-Class, V-Class, Rolls-Royce) or large group vehicles (Sprinter, minibus) require extended notice. Free cancellation applies up to 48 hours before departure. Between 24 and 48 hours, a 50% fee applies. Within 24 hours — full billing. These terms are displayed clearly at booking confirmation.

For intercity transfers exceeding 3 hours (Paris–Bordeaux, Paris–Lyon, Paris–Côte d'Azur) or cross-border missions, free cancellation applies up to 72 hours before departure. This extended window reflects the logistical commitment required to assign and brief a driver for long-haul missions.

• Airport pick-ups: 45 minutes of complimentary waiting time from the moment your flight lands — in line with Booking.com and industry standards. The driver monitors your flight in real time via ESUS.
• Station & hotel pick-ups: 15 minutes of complimentary waiting from the confirmed pickup time.
• Beyond free waiting: Additional waiting time is billed at the applicable rate (€0.80/min). After 30 additional minutes without contact, the mission is classified as a no-show and full billing applies plus waiting and parking costs.
• 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 your flight or train is delayed, our ESUS platform tracks your journey in real time and automatically adjusts your driver's arrival. No cancellation or waiting fee applies for delays caused by air or rail carriers. Your driver is notified immediately and will be present when you arrive. This service is included in all bookings at no additional cost.

Event bookings (weddings, galas, corporate roadshows, VIP evenings) involve dedicated fleet allocation and advance driver briefing. Custom cancellation terms — typically 7 days notice for full refund, declining to 50% between 3 and 7 days, full billing within 72 hours — are communicated at booking and confirmed in writing. These terms follow the standard applied by premium event operators across Europe.

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.

Date or time changes are accepted free of charge up to 4 hours before the original pickup time, subject to driver availability. Route modifications requested during the journey (additional stops, change of destination) are accommodated and adjusted on the final invoice. Modifications within 4 hours are treated as a new booking.

Eligible refunds are processed within 5 to 10 business days to the original payment method. Stripe card payments follow Stripe's standard processing timeline. D&B Wallet credits are applied immediately and carry over to future bookings with no expiry. To request a refund, contact contact@driverandbutler.com with your booking reference number.

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.