Terms and Conditions

1. About LilleCab

LilleCab is the trading name used by AH VTC LILLE, a French simplified joint-stock company with a single shareholder (SASU), with share capital of €1,500.

Registered office: 32 rue de la Brasserie, 59790 Ronchin, France.
SIREN: 821 179 652
SIRET: 821 179 652 00010
VAT number: FR92821179652
RCS: Lille Métropole
VTC registration: EVTC059164981, valid until 22 April 2031
President: El Hassan ALAHYANE

These Terms and Conditions apply to passenger transport and chauffeur services booked directly with LilleCab through its website, online booking system, personalised quotation, email, telephone or another booking channel accepted by LilleCab.

2. Scope of Service

LilleCab provides pre-booked private chauffeur and passenger transport services. These may include point-to-point transfers, railway station transfers, airport transfers, cross-border journeys and other pre-arranged private transport services.

Waiting time, chauffeur-at-disposal services, journeys involving several appointments or stops, and special transport requirements may be available through a personalised quotation.

LilleCab operates as a pre-booked VTC service. Journeys must therefore be arranged in advance and are not street-hail taxi services.

3. Booking

Customers are responsible for providing accurate information when making a booking or requesting a quotation. This includes, where applicable, the passenger name, contact details, pickup and destination addresses, date and time, number of passengers, luggage requirements and train, flight or ferry information.

A request submitted through a contact or quotation form is not necessarily a confirmed booking. Where a personalised quotation is required, the journey is confirmed only after LilleCab has accepted the request and the customer has accepted the applicable booking conditions.

For journeys available through the online booking system, the booking details and any online payment are recorded through that system. A definitive confirmation is sent by email with the relevant booking information.

Customers should check their confirmation carefully and inform LilleCab promptly if any journey information is incorrect.

4. Prices

Standard journeys may be offered at a fixed price displayed or confirmed before the booking is completed. Once confirmed, the agreed fixed price is not increased because of ordinary traffic conditions, roadworks, diversions or a longer-than-expected driving time.

Services that fall outside the confirmed journey, including additional stops, substantial itinerary changes, extended waiting time or chauffeur-at-disposal services, may require a personalised quotation or an additional amount agreed with the customer before the additional service is provided.

The customer is not required to accept an additional paid service that has not been disclosed and agreed.

5. Payment

Depending on the booking, LilleCab accepts the following payment methods:

• online payment by bank card through Stripe;
• bank card payment on board the vehicle;
• bank transfer where agreed with LilleCab;
• cash payment on board where applicable.

For online card payments, payment processing is provided through Stripe. LilleCab does not require customers to send their full payment-card details by email or through the general contact form.

The price and payment arrangements shown in the confirmed booking or accepted quotation apply to the relevant journey.

6. Cancellation by the Customer

Unless specific cancellation conditions have been expressly agreed for a personalised service, the following LilleCab cancellation policy applies to standard bookings:

Where a personalised quotation contains specific cancellation conditions, the conditions expressly stated in the accepted quotation apply to that service.

7. Right of Withdrawal

Passenger transport services booked for a specific date or period are not subject to the ordinary 14-day withdrawal right applicable to many distance contracts.

Cancellation of a LilleCab transport booking is therefore governed by the cancellation conditions applicable to the booking, without affecting any mandatory rights that may apply under French law.

8. Pickup, Waiting Time and Transport Delays

Customers must provide the correct pickup information and should be ready at the agreed meeting point. A reachable telephone number should be provided when booking.

For railway station and airport pickups, customers should provide their train or flight number so that LilleCab can monitor the relevant arrival where tracking information is available.

Where a valid train or flight number has been supplied, delays attributable to that train or flight are taken into account using the actual arrival information available to LilleCab. The complimentary waiting period is then calculated from the actual arrival rather than the originally scheduled arrival.

If no valid transport reference has been supplied, LilleCab may be unable to monitor the delay.

Waiting beyond the complimentary period, extended waiting or chauffeur-at-disposal services may require a personalised quotation or prior agreement.

9. Passengers, Vehicles and Luggage

Customers must provide accurate passenger and luggage information when booking so that a suitable vehicle can be allocated.

LilleCab's standard fleet includes premium vehicles for individual travellers, families and groups. Vehicle allocation depends on passenger numbers, luggage requirements, journey type and availability.

Premium sedan bookings are generally suitable for up to 3 passengers and up to 2 large suitcases plus 1 small suitcase. Mercedes V-Class bookings may accommodate up to 7 passengers and up to 6 pieces of luggage, subject to the actual size and configuration of the luggage.

If the number of passengers or the quantity of luggage exceeds the information provided when booking, LilleCab cannot guarantee that the originally allocated vehicle will be able to perform the journey.

Child seats are available on request and should be requested when the booking is made.

10. Passenger Conduct and Safety

Passengers must comply with reasonable safety instructions given by the chauffeur and must not request any journey, passenger arrangement, luggage arrangement or activity that would make the transport unlawful or unsafe.

LilleCab may refuse to begin or continue a service where there is a serious safety, legal or operational risk. Any such decision will be made according to the circumstances and does not remove any mandatory consumer rights.

11. Changes Requested by the Customer

Requests to change the pickup time, date, route, destination, passenger count, vehicle requirement or another material booking detail are subject to availability.

If the requested change affects the service or price, LilleCab will communicate the revised conditions before confirming the change.

A booking is not considered amended until the change has been accepted by LilleCab.

12. Changes or Inability to Perform by LilleCab

If LilleCab becomes unable to provide a confirmed service, reasonable steps will be taken to inform the customer as soon as possible and seek an appropriate solution.

Nothing in these Terms excludes or restricts any customer right that cannot legally be excluded under applicable French consumer law.

13. Events Outside Our Reasonable Control

LilleCab cannot be held responsible for a failure or delay caused by an event genuinely outside its reasonable control where the effects of that event could not reasonably have been prevented or avoided.

This provision does not remove any refund, reimbursement or other mandatory right that may apply under French law.

14. Complaints

Customers wishing to make a complaint about a booking or transport service should contact LilleCab directly and provide sufficient information to identify the booking and explain the issue.

Complaints may be sent to:

AH VTC LILLE — LilleCab
32 rue de la Brasserie
59790 Ronchin, France
Email: [email protected]
Telephone: +33 6 27 33 37 69

15. Applicable Law

These Terms and Conditions are governed by French law.

Nothing in these Terms deprives a consumer of any mandatory protection available under applicable consumer law.

Customers are encouraged to contact LilleCab directly first in the event of a dispute so that an appropriate solution can be sought.

16. Personal Data

Personal data provided in connection with quotations, bookings, payments and transport services is handled in accordance with LilleCab's Privacy Policy.

Further information about LilleCab, personal data and privacy is available on the Legal Notice, Privacy & Cookie Policy.

17. Changes to These Terms

LilleCab may update these Terms and Conditions when its services, operating procedures or applicable legal requirements change.

For an existing booking, the contractual conditions applicable when the booking was confirmed remain relevant, together with any specific conditions subsequently agreed between LilleCab and the customer.

18. Contact