Terms & Conditions

The General Conditions of Use and Sale come into force as soon as they are posted online and apply to all Parties. These are "versionable", only the latest version prevails. D&B acts as a simple intermediary between the Parties in accordance with Article L. 3122-1 of Law No. 2014-1104 of October 1, 2014.

"The publisher": DRIVER & BUTLER (D&B) is a property and registered trademark under INPI number 4615754 TN-2026-00481. "Platform": the entire IT infrastructure allowing the execution of a Service. "Website": www.driverandbutler.com and all associated applications. "End Customer": natural or legal person using the platform, considered the passenger. "Driver": professional providing transport with all required legal authorisations. "Operator": natural or legal person managing order intake for customers. "Visitor": user who downloads the application without creating an account. "Service": a service or set of services made available via the platform.

DRIVER & BUTLER requires and verifies that all partner drivers comply with the applicable VTC regulatory framework: Transport Code Articles L3120-1 to L3120-5, L3122-1 to L3122-9, R3120-1 to R3120-11, R3122-1 to R3122-15, Decree No. 2014-1725 of December 30, 2014, Orders of January 28, 2015, March 26, 2015, February 2, 2016, December 23, 2016, Order of April 6, 2017 and amendments. D&B does not operate with capacity-type professionals.

The DRIVER & BUTLER (D&B) brand is operated by ATOPUS SAS (SIREN 991 869 579), whose registered office is located at Rue Pauline Roland, 44200 Nantes, France. ATOPUS SAS is responsible for managing the technology infrastructure, selecting and monitoring partner professional drivers, and governing the quality standards associated with the brand.

Any booking made through the Platform constitutes a firm and binding order. The End Customer receives an email confirmation with the mission details, driver information, and an estimated price. The booking is only confirmed upon receipt of this confirmation email or in-app notification.

All fares displayed on the Platform are fixed and include VAT. They include the applicable fixed supplements (night, weekend, public holiday, airport/station), shown in the quote before payment, as well as waiting time as per the applicable policy. Tolls are not included: they are charged in addition, at the actual cost of the route, on a separate line. No other additional cost will be applied without prior notification, except in case of significant route changes requested by the passenger.

Payment is made in advance, online: by bank card via Stripe (Visa, Mastercard, American Express) or with your D&B Wallet balance (prepaid credit). Business accounts may be offered payment by invoice. Payment on board is not available. All card transactions are processed by Stripe, which is PCI-DSS Level 1 compliant.

Any cancellation made at least 48 hours before the pickup time is free of charge. Between 48 and 24 hours before, 10% of the ride price is retained; between 24 and 12 hours, 50%; less than 12 hours before, or in the event of a no-show, 100%. A payment fee of 4.5% is deducted from the refunded amount. Refunds for paid rides are credited immediately to the Client's D&B Wallet. An unpaid booking can be cancelled free of charge. The exact amount is shown before you confirm the cancellation; full details are on the Cancellation page.

The Driver undertakes to arrive at the designated location on time, in a clean and compliant vehicle, with appropriate professional attire. The Driver holds all required VTC licences, professional insurance, and medical certificates in valid standing.

The End Customer undertakes to be present at the agreed location at the confirmed time. The customer is responsible for providing accurate pick-up and drop-off addresses. Any additional stops or route changes must be communicated to the driver directly.

Standard waiting time included: 45 minutes for airport pick-ups (after landing), 15 minutes for station and hotel pick-ups. Beyond these thresholds, additional waiting time may be billed at the applicable rate displayed at booking.

Luggage capacity varies by vehicle category. The customer is responsible for selecting an appropriate vehicle. Oversized or hazardous items must be declared at booking. D&B cannot be held liable for damage to items not declared or inadequately packaged.

Bottled water, phone chargers, Wi-Fi, and refreshing wipes are standard in all vehicles. Additional preferences (temperature, music, beverages) should be noted in the booking comments and will be accommodated subject to availability.

The Chauffeur reserves the right to refuse transport for safety reasons, including passenger intoxication, aggressive behaviour, excess luggage, or exceeding the vehicle's passenger capacity. The fare remains due in these cases.

Smoking, vaping and the consumption of food are prohibited inside the vehicle unless agreed upon with the driver. Passengers must wear seatbelts in accordance with the Highway Code.

In accordance with Article L221-28 of the Consumer Code, transport services provided on a specific date are not subject to the right of withdrawal. All bookings are final upon confirmation.

End Customers are encouraged to rate the service after each mission. Formal complaints regarding a specific mission must be sent within 48 hours to D&B customer support for investigation.

D&B acts strictly as a business provider and intermediary platform. The transport contract is technically formed between the independent Driver and the End Customer upon acceptance of the mission.

D&B ensures the maintenance and security of the digital platform. However, D&B is not liable for temporary network outages or connectivity issues beyond its control that may affect the application.

In case of significant soiling or damage to the vehicle caused by the passenger, a cleaning fee ranging from €150 to €500 will be automatically billed to cover professional cleaning and vehicle downtime.

Neither D&B nor the Driver can be held responsible for personal items forgotten in the vehicle. Drivers will hold found items for 30 days before disposal or delivery to authorities.

Neither party is liable for delays caused by force majeure, including severe weather conditions, strikes, major road accidents, or unforeseen road closures.

D&B processes personal data in accordance with GDPR regulations. User data is collected solely for the purpose of mission execution, security, and billing. Full details in our Privacy Policy.

All content on the D&B platform, including logos, text, and algorithms, is the exclusive property of Driver & Butler. Any unauthorised reproduction is strictly prohibited.

In accordance with Articles L.612-1 et seq. of the French Consumer Code, a consumer Client may refer the matter free of charge to the consumer mediator to which D&B belongs, after first sending a written complaint to D&B (booking@driverandbutler.com) that has not received a satisfactory answer: ATLANTIQUE MÉDIATION CONSOMMATION, 5 mail du Front populaire, 44200 Nantes, France — consommation@atlantique-mediation.org — +33 6 70 98 12 17 — atlantique-mediation.org. The mediator must be contacted within one year of the written complaint.

These terms are governed by French law. In the event of a dispute, the Client may use a consumer mediator free of charge (Article 22). Failing an amicable settlement, a consumer Client may bring the matter before the court of the place where they resided when the contract was concluded or where the damage occurred; any dispute with a business customer falls under the exclusive jurisdiction of the courts of Nantes.

D&B is bound by an obligation of means regarding platform availability. The Chauffeur, as the transport operator, is bound by an obligation of result regarding the physical transport mission and the safety of passengers. D&B cannot be held liable for incidents occurring during transport where the Chauffeur's professional insurance is intended to apply.