Legal

Terms of Service

Last updated: 4 June 2026  ·  Effective immediately

1. Parties & Definitions

These Terms of Service ("Terms") govern the contractual relationship between Nantes Airport Transfers ("the Company", "we", "us"), a private hire operator based in Nantes, France, and any person ("Client", "you") who makes a booking through our website, by phone, email or WhatsApp.

• "Transfer" — a point-to-point private hire journey carried out by one of our vehicles
• "Booking" — a confirmed reservation for a Transfer, acknowledged by email or message
• "Driver" — a professional chauffeur contracted by the Company

2. Booking & Confirmation

A Booking is considered confirmed only when:

1. The Client has completed the online booking form or communicated all required details (pickup, drop-off, date, time, passenger count), and
2. The Company has sent a written confirmation by email or WhatsApp message

Verbal agreements are not binding until confirmed in writing. The Company reserves the right to decline a Booking at its discretion, in which case any payment collected will be refunded in full within 5 business days.

3. Pricing & Fixed Fares

• Prices are quoted in Euros (€) inclusive of all applicable taxes
• The quoted fare applies to the route confirmed at booking. Significant route changes requested en route may incur an adjusted fare, agreed verbally with the Driver and confirmed in writing
• Waiting time beyond the complimentary period (see Section 5) is charged at €0.50 per minute
• Return journeys are priced and confirmed independently at the time of booking

4. Payment

• Payment is processed securely via Stripe. The Company does not store card details
• Full payment is due at the time of booking unless a corporate account or alternative arrangement has been agreed in writing
• An invoice is issued automatically upon payment and sent to the email address provided
• In the event of a chargeback initiated without prior dispute resolution, the Company reserves the right to pursue recovery of the full fare plus administrative costs

5. Airport Pickup — Free Waiting Time

• The Driver monitors your flight and adjusts arrival accordingly — no need to notify us of delays
• For non-airport pickups (hotels, addresses), complimentary waiting time is 15 minutes from the agreed pickup time
• After the free period, waiting time is charged at €0.50/minute, billed at journey end
• If the Client cannot be reached after the free waiting period and does not respond within 10 minutes of the Driver's notification, the booking may be treated as a no-show (see Section 6)

6. Cancellation Policy

• More than 24 hours before pickup: Full refund — no cancellation fee
• Between 12 and 24 hours before pickup: 50% of the fare is charged as a cancellation fee
• Less than 12 hours before pickup: 100% of the fare is retained — no refund
• No-show (Client not present and unreachable after the free waiting period): 100% of the fare is retained

Cancellations must be communicated in writing via email to contact@nantes-airport-transfer.com or by WhatsApp to +33 7 66 66 62 60. The timestamp of the written message determines the applicable cancellation tier.

Refunds are processed to the original payment method within 5–10 business days.

7. Vehicle Capacity & Luggage

• Clients must accurately declare the number of passengers and items of luggage at the time of booking
• The Driver is entitled to refuse to carry passengers or luggage that exceed the confirmed vehicle's capacity, without refund obligation
• Oversized items (bicycles, surfboards, ski bags, musical instruments) must be declared at booking — extra capacity or a larger vehicle will be arranged where possible

Vehicle capacities:

• Sedan / Tesla (Eco): max 3 passengers, 3 standard bags
• Minivan: max 7 passengers, 6 bags
• Minibus: max 8 passengers, 10 bags

8. Client Conduct & Damage / Cleaning Fees

Clients are responsible for the behaviour of all passengers travelling on their Booking. The following fees apply in the event of damage or soiling caused by passengers:

• Interior cleaning (minor soiling): €80
• Interior deep clean (vomiting, significant soiling): €200
• Damage to upholstery, screens or fittings: assessed at cost of repair, minimum €150
• Smoking inside any vehicle is strictly prohibited. A cleaning surcharge of €200 will be applied

The Driver will document any damage with photographs. The Company will notify the Client within 24 hours and charge the applicable fee to the original payment method or invoice the Client directly.

9. Force Majeure

The Company shall not be liable for failure to perform its obligations where such failure results from circumstances beyond its reasonable control, including but not limited to:

• Transport strikes (rail, air traffic control, fuel supply)
• Severe weather conditions (ice, flooding, storm)
• Road closures, accidents or police operations blocking the route
• Pandemic-related travel restrictions or government-mandated lockdowns
• Airport closures or extended flight diversions

In such events, the Company will make every reasonable effort to find an alternative solution or reschedule the journey. If no alternative is possible, a full refund will be issued.

10. Liability

• The Company holds full public liability and professional indemnity insurance as required by French law for private hire operators
• The Company's liability for any claim arising from a Transfer is limited to the value of the fare paid for that specific journey
• The Company is not liable for indirect or consequential losses (missed flights, missed events, hotel no-shows) resulting from delays caused by circumstances outside its control
• Clients are advised to maintain their own travel insurance for such risks

11. Child Seats

Child and booster seats are available on request at no extra charge. Clients must declare the requirement at the time of booking and specify the child's age and weight range. The Company will fit the appropriate seat. French law (Article R.412-2 Code de la Route) requires children under 10 to be secured in an approved restraint system.

12. Data Protection

Personal data collected in connection with a Booking is processed in accordance with our Privacy Policy and applicable GDPR regulations.

13. Complaints

Any complaint relating to a Transfer must be submitted in writing within 7 days of the journey date to contact@nantes-airport-transfer.com. The Company will acknowledge receipt within 48 hours and aim to resolve the matter within 14 days.

14. Governing Law & Jurisdiction

These Terms are governed by French law. Any dispute not resolved amicably shall be submitted to the competent courts of Nantes, France. For consumer disputes, the Client may also refer the matter to a certified mediator under the EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

15. Modifications

The Company reserves the right to update these Terms at any time. The version in force at the time of Booking confirmation applies to that Booking. Continued use of our services after updated Terms are published constitutes acceptance.