Effective 1 October 2026. This English version is provided for convenience; the French version prevails.
1. Scope
These terms apply to all chauffeur-driven passenger transport services (VTC) booked with Mistral VTC Provence through mistralvtc-provence.com, by phone, WhatsApp or email: transfers (stations, airports, addresses), day tours and hourly hire. Any confirmed booking implies acceptance of these terms.
2. Provider
Mistral VTC, SASU with a share capital of €500, SIREN 850 528 985 (Paris trade register), VAT FR27850528985, 149 avenue du Maine, 75014 Paris, France. Registered VTC operator, EVTC no. 091190346. Contact: +33 7 43 53 73 93 — contact@mistralvtc-provence.com. Rides may be carried out by a licensed and insured partner chauffeur.
3. Booking
Under French transport law, every VTC ride must be booked in advance. The customer sends a request (booking form, phone, WhatsApp or email) stating pick-up and drop-off locations, date and time, number of passengers and suitcases, and train or flight number where relevant. A request does not commit the customer. The contract is formed when Mistral VTC sends its written confirmation (email, text or WhatsApp) stating the price and vehicle. The customer checks the confirmation and reports any error without delay.
4. Prices
Prices are in euros, all taxes included, per vehicle and not per person. Prices shown on the website (price list) are indicative "from" prices; only the price in the confirmation is binding. It is a fixed price for the stated route, time, passengers and luggage. Any change requested by the customer (extra stop or detour, change of address, extended waiting not caused by a train or flight delay, extra passengers or luggage) may incur a supplement, which is communicated and agreed before being applied.
5. Payment
Payment is made as stated in the booking confirmation. An invoice is issued on request, and always for business customers.
6. Pick-up, delays and waiting
The chauffeur arrives at the agreed place and time. For train and flight arrivals, Mistral VTC follows the actual arrival time: waiting caused by a train or flight delay is free of charge. The customer informs us as early as possible of any change by calling or messaging +33 7 43 53 73 93. If the customer does not show up and cannot be reached, the ride is treated as a no-show (see section 7).
7. Changes and cancellation by the customer
The customer may change or cancel a booking in writing (email, text or WhatsApp). The applicable cancellation terms are stated in the booking confirmation. Failing that, cancellation is free up to 24 hours before pick-up; after that, or in the event of a no-show, all or part of the fare may be charged.
8. Cancellation by Mistral VTC
If we are prevented from performing the ride (breakdown, accident, severe weather, force majeure), we will try to provide a replacement vehicle and chauffeur. Failing that, any amount paid for the ride is refunded in full.
9. No right of withdrawal
Under Article L221-28 12° of the French Consumer Code, the right of withdrawal does not apply to passenger transport services provided on a specific date. The cancellation terms in section 7 apply.
10. Passenger obligations
- Seat belts must be worn by all passengers.
- Children travel in a suitable child restraint: please give their ages when booking so the seat can be provided.
- Smoking and vaping are not allowed in the vehicle.
- Pets are accepted on prior request, in a carrier or as instructed by the chauffeur.
- Significant damage or soiling caused by passengers may be charged to the customer (cleaning or repair costs, with supporting documents).
- The chauffeur may refuse to carry a passenger whose behaviour endangers safety.
11. Luggage
The number and size of suitcases must be stated when booking so the right vehicle is provided. Luggage remains in its owner's care; we recommend keeping valuables with you. Items left in the vehicle are kept and can be collected or sent back at the customer's expense.
12. Liability and insurance
Mistral VTC and its partner chauffeurs hold liability insurance covering paid passenger transport. Mistral VTC is not liable for delays or non-performance due to force majeure or external circumstances (exceptional traffic, road closures, severe weather, demonstrations). For connections (train, flight, appointments), the customer allows a reasonable safety margin.
13. Personal data
Data collected when booking is processed in accordance with our privacy policy.
14. Complaints and mediation
Complaints should be sent in writing to contact@mistralvtc-provence.com. If a dispute remains unresolved, consumers may refer it free of charge to the consumer mediator: Médiation de la Consommation & Patrimoine (MCP), 12 square Desnouettes, 75015 Paris, France — www.mcpmediation.org.
15. Governing law
These terms are governed by French law. Failing an amicable settlement, disputes are brought before the competent courts under ordinary rules.