TAXYMATCH GENERAL TERMS AND CONDITIONS OF SALE - TAXYMATCH FRANCE

ARTICLE 1 - SCOPE OF THE GENERAL TERMS AND CONDITIONS OF SALE

These general terms and conditions of sale apply to all bookings made through the TaxyMatch app or the website www.taxymatch.com. The website www.taxymatch.com and the TaxyMatch app offer Customers the option to book entire vehicles or seats in a shared vehicle with a professional driver (taxi or private hire vehicle) for the purpose of completing a journey. Any booking made on the website www.taxymatch.com or the TaxyMatch app implies acceptance of these general terms and conditions of sale and the Customer's agreement to all of their provisions, including those of its partner drivers. TaxyMatch reserves the right to adapt or modify these general terms and conditions of sale at any time.

 

In this case, only the general terms and conditions of sale in effect at the time of booking will apply. TaxyMatch advises the Client to save and/or print these general terms and conditions of sale for safe and permanent storage, so that they can be referred to at any time during the performance of the contract if necessary. Throughout these terms and conditions, the Client shall be understood to be the person with whom the purchase-sale relationship is established and who will be invoiced for the booking.

ARTICLE 2 - PRICES

2.1. All prices for products and services offered for sale on the website www.taxymatch.com and the TaxyMatch application are inclusive of all taxes.

2.2. TaxyMatch France reserves the right to modify its prices at any time but undertakes to apply the rates in effect at the time of booking, subject to driver availability on that date.

 

ARTICLE 3 - BOOKING - BOOKING CONFIRMATION

 

3.1. Bookings are made on the website www.taxymatch.com and its redirecting sites, or via the TaxyMatch application.

3.2. Contractual information is presented in French and English.

3.3. To make a booking: via the website www.taxymatch.com or the TaxyMatch application, the Customer follows the various booking steps indicated on the website or mobile application. Prior acceptance of these Terms and Conditions is mandatory to proceed with the booking process on the mobile application and the online booking platform.

3.4. TaxyMatch is not responsible for any incorrect data entered by the Customer. The Customer's booking is confirmed after entering their bank details, if these have not already been entered in their account.

 

Unless proven otherwise, the data recorded by TaxyMatch online constitutes proof of all transactions between the company and its Clients. Contractual information relating to the booking will be confirmed by email in a timely manner and at the latest at the time of service. A digital receipt is made available to the Client in the "History" section once the trip has been completed.

3.5. The information provided by the Client during the booking process (telephone number, name, and address) is binding upon them. Therefore, TaxyMatch or TaxyMatch France cannot be held liable in any way if an error during the booking process prevents or delays the provision of the service.

3.6. TaxyMatch reserves the right to refuse any booking from a customer with whom there is or has been a dispute regarding payment or misconduct during a ride with a driver or other passengers, in a previous booking made with TaxyMatch and its partners.

3.7. The Customer declares that they have the full legal capacity to enter into this agreement under these terms and conditions.

 

ARTICLE 4 - ANTI-FRAUD CONTROL

In order to strengthen the security of financial transactions carried out on our website and the TaxyMatch application, and to protect TaxyMatch France and its customers against potential identity theft or fraud attempts, the data collected by TaxyMatch from its customers during the booking process may be shared with its partner Stripe for analysis and to assess the level of trust associated with each booking. As part of these procedures, TaxyMatch, or any person authorized by it, also reserves the right to request from the Customer the documents necessary to complete the booking: the Customer's official identification. These requests will be made by telephone and/or email.

 

Furthermore, the occurrence of a payment default due to fraudulent use of a payment method will result in the registration of the contact details related to the reservation associated with this default in a payment incident file implemented by Stripe. Any irregular declaration or anomaly may also be subject to specific processing. In accordance with French Law No. 78-17 of January 6, 1978, as amended, concerning information technology, data files and civil liberties, you have the right to access, rectify, or object to your personal data at any time. You may exercise these rights at any time by contacting TaxyMatch, in its capacity as data controller, at the email address "team@taxymatch.com" or at the following postal address: TaxyMatch – 8 bis rue Abel – 75012 PARIS, France.

ARTICLE 5 - AVAILABILITY

5.1. Service and price offers are valid as long as they are visible on the mobile application, subject to driver availability.

5.2. If the driver is unavailable after booking, the Client will be reimbursed in full if their bank account has been debited, within 14 days of the booking cancellation, in accordance with Article L. 216-3 of the French Consumer Code.

ARTICLE 6 - PAYMENT

Payment is due in full on the day of booking. Payment is made by credit card bearing one of the following logos: CB, Visa, or Mastercard. The booking will only be considered accepted by TaxyMatch France once the relevant banking payment centers have given their approval and TaxyMatch France has validated the booking according to its risk acceptance criteria. If the application is accepted by the payment center and TaxyMatch France, the Client will be notified by email with a booking confirmation. If the application is rejected, the booking will be automatically cancelled, and the client will also be notified by email.

 

ARTICLE 7 - LIABILITY AND PERFORMANCE OF SERVICES BY TAYMATCH FRANCE

7.1. The liability of TaxyMatch France, holder of an operating license issued by TaxyMatch, is limited to finding a driver at the address provided by the Client and forwarding this ride offer to the driver. TaxyMatch France will make every effort to find an available driver for the Client. In accordance with Article L 3142-3 of the French Transport Code, TaxyMatch France remains liable to the Client for the proper performance of the obligations arising from the contract entered into with the Client.

 

However, TaxyMatch France cannot be held liable if the search for a driver is unsuccessful, if the performance or improper performance of the contract is attributable either to the Client, to an unforeseeable and insurmountable event caused by a third party unrelated to the provision of the service, or to a case of force majeure, and more generally in the following cases preventing the performance of the contract under normal and expected conditions: computer and/or telecommunications network failure or malfunction preventing the availability of online services, strike, terrorist attack, demonstration, severe weather, traffic accident disrupting traffic, unusually large traffic jam, mechanical failure on the vehicle of the driver assigned to the trip, or driver unavailability. Upon acceptance by the driver of the Client's ride request as transmitted by TaxyMatch France, the driver is directly obligated to the Client to fulfill all legal and regulatory obligations concerning the transportation of passengers for hire.

 

The driver contracts directly with the Client they are transporting and assumes responsibility for the transport. They ensure the completion of the ride provided by TaxyMatch France. It should be noted that the execution of the transport services, from the moment the Client enters the vehicle until they exit, is carried out under the full responsibility of the taxi or private hire vehicle (PHV) driver, who assumes complete control of the transport operation. In the event of a delay caused by the driver who accepted the ride, or if the driver fails to perform or performs the ride poorly, TaxyMatch or TaxyMatch France cannot be held liable, particularly if the Client misses an appointment, flight, or train. However, in such cases, the Client may request a refund of any amounts charged, but only for the booking of a TaxyMatch driver. This refund must be processed within 14 days of receiving the refund notification, in accordance with Article L. 216-3 of the French Consumer Code.

7.2. In the event of a no-show (no-show) when the driver arrives at the pickup address provided by the customer during booking on our website and/or the TaxyMatch app, the driver will contact the customer by phone call, SMS message, or WhatsApp message/call to the mobile phone number provided during booking to notify them of their arrival. If there is no response and/or the customer does not arrive at the vehicle within five (5) minutes, the driver may leave the location, without the customer being entitled to any refund or compensation. For train station and airport transfers, this three-minute period is extended to thirty (30) minutes.

7.3 If motorway tolls are incurred along the route, except for journeys to and from Paris-Beauvais Airport, these tolls remain the responsibility of the passenger and are in addition to the fare.

 

7.4 Shared ride booking times may be brought forward by up to 30 minutes or pushed back by up to 20 minutes without any entitlement to compensation for the passenger. If the customer refuses the modified time, this will be considered a no-show without the right to a refund.

7.5 Force Majeure and Pick-up/Drop-off

In the event of force majeure, the pick-up or drop-off locations may differ from the originally planned addresses, without any entitlement to compensation, price reduction, or refund. This may include weather events, road closures, particularly in the context of cultural or sporting events. The driver will make every effort to reach the planned locations, prioritizing passenger safety and compliance with traffic regulations.

 

ARTICLE 8 – ON-BOARD SAFETY

8.1. The Client must comply with local laws and regulations. In accordance with the French Highway Code, the Client must wear a seatbelt at all times while in the vehicle.

8.2. The driver reserves the right to refuse service to any Client deemed unfit to travel, for example, in cases of aggressive behavior or excessive intoxication, without this list being exhaustive. When, at the driver's request, the Client must leave the vehicle or when the driver refuses to allow the Client to enter the vehicle, the Client will not be entitled to any refund, and TaxyMatch France will not be liable for any additional costs incurred by the Client.

8.3. In the Client's interest, the vehicle may contain a dashcam with continuous recording and monitoring, which may be used in the event of behavior falling under criminal law, solely for the purpose of protecting the victim, Client and/or driver.

 

8.4. In the event of damage to the vehicle caused by the passenger who made the reservation or by their companions, the passenger who made the reservation will be charged a minimum of €100 (including VAT) for cleaning and/or repairs, which is expressly accepted by the passenger.

 

ARTICLE 9 – RIGHT OF WITHDRAWAL - CANCELLATION - MODIFICATIONS

9.1. Principle

 

In accordance with Articles L.221-18 et seq. of the French Consumer Code, the Customer has a period of 14 calendar days from the conclusion of the contract to exercise their right of withdrawal without having to justify their decision or incur any other costs.

9.2. Procedures for exercising the right of withdrawal

To exercise their right of withdrawal, the Customer must inform TaxyMatch France of their decision to withdraw by sending an unambiguous statement expressing their intention to withdraw, before the expiry of the aforementioned 14-day period, by mail to the following address: "Customer Service TaxyMatch France", 14 rue Pasteur, 97400 SAINT-DENIS, France. The Customer may also contact TaxyMatch France by email at the following address: team@taxymatch.com. TaxyMatch France will acknowledge receipt of the Customer's cancellation by email without delay.

9.3. Exceptions

 

In accordance with the provisions of Article L.221-28 of the French Consumer Code, the right of withdrawal cannot be exercised for services fully performed before the end of the withdrawal period and whose performance began after the Customer's express agreement and express waiver of their right of withdrawal.

Refund Policy

Advance Bookings

A fee of 20% of the fare may be retained if a driver accepts the ride, regardless of the time elapsed between the cancellation and the scheduled departure.

For shared rides, the customer will receive a 100% refund for any booking canceled at least 12 hours before the start of the trip. No refund will be issued for cancellations made less than 12 hours before the start of the trip, unless a driver accepts the ride.

 

For whole vehicle bookings, TaxyMatch France will issue a 100% refund if the cancellation occurs at least 120 minutes before the start of the trip, unless a driver has already accepted the ride.

A fee of 50% of the fare will be retained, with a minimum of €30, if the trip is canceled between 120 and 30 minutes before the start of the trip.

For cancellations made less than 30 minutes before the start of the trip, no refund will be issued.

A full refund will be issued without penalty if no driver is available to pick up the passenger after the scheduled departure time.

Driver Waiting Time

Trips outside of train stations and airports

A 5-minute waiting period is included in the fare. The driver can wait for the passenger for up to 5 minutes after the scheduled pick-up time (plus or minus 15 minutes for shared rides). If this waiting time is exceeded, the ride will be cancelled and considered a "no-show," with no refund available to the passenger.

Train Station and Airport Transfers

A 30-minute waiting period is included in the fare. The driver can wait for the passenger for up to 30 minutes after the scheduled pick-up time, plus any train or flight delays, if applicable, and only if the passenger provided their train or flight number when booking. If this waiting time is exceeded, the ride will be cancelled and considered a "no-show," with no refund available to the passenger, even if the delay is due to waiting for luggage or any other reason. The driver, if available, may offer the passenger the option to pay an additional €1 or local currency equivalent per minute of waiting time, with a minimum of €15 or local currency equivalent. This payment will be made directly between the passenger and the driver.

​​

Flight/Train Delay, Strike, Diversion or Cancellation

In the event of a train or flight delay, the pickup time will be adjusted accordingly, and the 30-minute free waiting period will still apply.

Flights diverted or canceled for any reason, such as bad weather or strikes, are eligible for a refund if the above cancellation deadlines are met.

Immediate Departures

For shared rides, if the customer cancels before the driver accepts the ride, the customer will receive a full refund.

If the customer cancels their booking after the driver has accepted the ride, no refund will be issued to avoid inconveniencing other passengers.

For entire vehicle bookings, if the customer cancels before the driver accepts the ride, the customer will receive a full refund.

 

If the customer cancels their order after the driver has accepted the ride but has not yet arrived at the pickup location, 20% of the fare will be due, with a minimum of €25.

If the customer cancels their order after the driver has accepted the ride and arrived at the pickup location, no refund will be issued.

9.4. Changes

Changes to ride times are possible free of charge.

ARTICLE 10 - CUSTOMER SERVICE

For any questions, information, or complaints, Customer Service is available to the customer:

 

by email at "solution@taxymatch.com";

by mail to the following address: TaxyMatch.com Customer Service, 14 rue Pasteur, 97400 SAINT-DENIS, France.

 

ARTICLE 11 - APPLICABLE LAW, DISPUTES AND MEDIATION

11.1 Applicable Law These general terms and conditions of sale and the online sales contract are governed by French law.

11.2 Disputes and Mediation In the event of a dispute or complaint, the Customer is advised to contact Customer Service to seek an amicable solution. For any contact information, please refer to Article 10 above.

In the event of a dispute between the professional and the consumer, they will endeavor to find an amicable solution.

If no amicable agreement can be reached, the consumer has the option of contacting the consumer mediator responsible for the professional, namely the Association of European Mediators (AME CONSO), free of charge, within one year of the written complaint being sent to the professional.

 

The consumer mediator must be contacted:

- either by completing the form provided for this purpose on the AME CONSO website: www.mediationconso-ame.com;

- or by mail addressed to AME CONSO, 197 Boulevard Saint-Germain - 75007 PARIS.

After you have first contacted them in writing, the Mediator Service can be contacted for any consumer dispute that has not been resolved. In addition, the European Commission has established a dispute resolution platform to collect any consumer complaints following an online purchase and then forward them to the competent national mediators. If the parties cannot reach an amicable agreement, the dispute will be submitted to the High Court of Nanterre.

 

ARTICLE 12 - PERSONAL DATA

TaxyMatch and its partners do not use Customer data for statistical analysis, marketing, or to improve customer knowledge. TaxyMatch does not collect personal information through the use of cookies. TaxyMatch SASU, with a capital of €100,000, located at 8 bis rue Abel, 75012 Paris, France, with SIRET number 84059907000017 and VAT number FR49840599070, is responsible for processing your data for the purpose of managing your request. TaxyMatch France is responsible for customer relations and after-sales service. This processing is based on the contract between TaxyMatch France and the Customer. As a Customer of TaxyMatch France, you do not receive offers.

 

TaxyMatch France may, however, contact you via SMS, WhatsApp, and email for non-promotional purposes (sending invoices, satisfaction surveys, booking follow-up or after-sales service, submitting a review). Your personal data is intended for TaxyMatch and partners responsible for fulfilling the purposes described above. This data will be kept for two years from the end of the business relationship. Regarding the customer's bank details, including the credit card number, this information is not known to TaxyMatch, its partners, or Stripe (financial partner), whose technology prevents hacking by immediately converting credit card numbers into tokens, digital assets that can be traded on a blockchain.

 

TaxyMatch and its subsidiaries do not have access to this data at any time. You can exercise all your rights under the French Data Protection Act (access, rectification, erasure of data, restriction of processing of this data, objection to the use of this data, data portability, instructions regarding the fate of this data after your death) by writing to the address above or by sending an email to team@taxymatch.com. You also have the right to lodge a complaint with the CNIL (French Data Protection Authority).