VIRTUO terms and conditions of membership and rental in France

These Virtuo terms and conditions (the “Terms and Conditions”) govern the relationship between Virtuo Technologies, a French simplified joint-stock company (société par actions simplifiée) with a share capital of 206.140 euros, which is registered on the Paris Trade and Companies Register under number 813 197 589 and whose registered office is located at 114 rue Cardinet - 75017 Paris - France (hereinafter “Virtuo” or “we” or “us”), and any registered person (the “User” or “you”) wishing to use the Virtuo application, which may be downloaded free-of-charge, in particular from the Apple appstore and the Android Playstore (the “Virtuo Application”).

Virtuo and the User are hereinafter referred to individually as a “Party” and collectively as the “Parties”.

Your membership allows you to take advantage of the services offered by Virtuo, a self-service vehicle rental platform available 7 days a week in France and other countries.

Table of contents

Your Membership

To benefit from the services offered by Virtuo: (i) you must be of legal adult age; (ii) you must have held a valid driving licence for at least three (3) years; (iii) you must not be registered on the CLARIS blacklist in France; and (iv) you must not have had more than two (2) accidents in the previous three (3) years.

Our company is a member of the Renters’ Division of the CNPA, France’s National Council of Automotive Professionals. We may pass on personal data that we hold on you, in connection with this rental agreement, for the mutual benefit of this Division’s members, allowing them to legitimately refuse any future rentals. If this is the case, you will be notified and you will have the right to object to the registration, access, rectification and/or deletion of your personal data (pursuant to CNIL Deliberation No. 2006-235 of November 9th, 2006) by contacting the Renters’ Division of the CNPA at 50 rue Rouget de Lisle, 92158 Suresnes, Cedex, France.

You must complete the membership form via the Virtuo Application and Virtuo websites by entering accurate and complete information in the fields. If incomplete or false statements are made, the User's account may be automatically terminated without prior notice or formal procedures, and the User undertakes to cover Virtuo against any consequences that may arise from such incomplete or false statements.

In order to receive confirmations of your bookings and information messages about your rentals, you will need to provide us with a valid email address and your mobile phone number.

When you register, you will be required to provide us with the following supporting documentation via the Virtuo Application:

A copy of your driving licence. You must maintain a driving licence that is valid within the European Union for the duration of your membership.

A copy of both sides of a currently valid identity document, such as a passport or national identity card.

Details of your bank card. (Prepaid and capped cards, such as Maestro and Electron cards, are not accepted.)

During your registration, and before your account is validated, we may ask you to authenticate your bank card a second time, and further authentication may be required each time you add a new bank card or credit card to your account. In these cases, we will ask you to email a photo of your card (front only) to cartes@govirtuo.com, ensuring that you cover the digits and only reveal the following information: the last 4 digits of the card number, the expiry date, and the cardholder’s first name and last name. Your email containing the photo will be deleted once we have received and processed it.

All supporting documentation that you provide to us must be valid at the time of each vehicle rental and for the duration of each rental period.

Your membership will not be confirmed until your identity has been verified via the Virtuo Application. If you fail to comply with this identity check and/or if Virtuo is unable to verify your identity, your membership will be suspended and will only be validated following verification of your identity by any other means proposed by Virtuo.

By becoming a member of the service offered by Virtuo, you acknowledge that you have read the Terms and Conditions and agree to comply with them. Each time you book a vehicle, you reconfirm your acceptance of the Terms and Conditions.

Once your membership has been confirmed, you can complete your profile by entering your personal details, including a profile photo. In so doing, you warrant that you hold all the necessary rights to use these details and/or images in connection with your profile and grant Virtuo the right to use, reproduce and represent this information in connection with your usage and the provision of the Virtuo Application, and in connection with any promotional activities relating to the services used by Virtuo (via internet, television and/or in paper form). This authorisation is valid for the duration of your Virtuo membership and applies to elements subject to intellectual property rights as well as to those relating to the protection of your privacy and your image rights.

Virtuo offers a ‘young driver’ membership for Users who have held their driving licence for more than one (1) year but less than three (3) years (“Young Driver”). At the account approval stage, if the User has held a driving licence for less than one (1) year, his/her account will be temporarily put on hold and will not be activated until the first (1st) anniversary of obtaining his/her licence :

The Young Driver will be permitted to rent a vehicle (as an exception to article 2.1) subject to paying a surcharge of twenty-five euros (€25) per rental day, in France and Belgium. It is not possible in United Kingdom.

This surcharge will be automatically applied to any booking which includes one or more Young Drivers. Failure to pay this surcharge will result in the cancellation of the corresponding booking.

Young Drivers cannot benefit from ‘Premium’ insurance cover.

The young drivers are not allowed to book or drive the new A-Class. Customers must have held a license for a minimum of 3 years to drive this car model.

Making a booking

You can book a vehicle via the Virtuo Application or on the website a(href="www.govirtuo.com")

You must book the vehicle before you can use it. When you book, you will be offered different ranges of vehicles, depending on their availability during the requested period and your chosen rental pickup location and return location. Virtuo cannot guarantee that you will be able to rent a specific vehicle (or particular vehicle model), but will provide an equivalent or better model than the one you booked (in terms of comfort, roominess and power).

You can book a vehicle up to six (6) months in advance, subject to a maximum of ten (10) simultaneous bookings. You cannot book (2) vehicles simultaneously in the same time slot.

Each rental must be prepaid when the booking is confirmed. This means that you must pay in advance for your rental and any optional services and insurance at the time of booking. This prepayment includes the daily rental charge for the vehicle, plus the cost of any services and optional extras you may have requested. The indicated amount will be debited from the bank card you selected at the time of booking. You will then receive a confirmation email containing a receipt. The prepaid amount will be shown on your final invoice and will be deducted from any outstanding amount payable. This amount excludes any additional charges that will be invoiced at the end of your rental period.

The bank card used to make the booking must be in the account holder’s name, which must match the name on the main driver’s licence. If you fail to use a card that is in your own name, we reserve the right to cancel your booking and charge your registered payment card for any losses incurred.

When confirming your booking, we use the 3D Secure system to ensure payments are processed securely. At the time of payment, you will be redirected to your bank’s site, where you will be asked to authenticate yourself by entering personal details previously registered with your bank. (Note that each bank has its own specific authentication methods.) Once these details are verified and we obtain authorisation from your bank, your payment will be completed and your booking will be confirmed. This authentication process is required to confirm your booking. If authentication is not performed, or if authentication fails, your booking will not be confirmed. Virtuo reserves the right to block an account after repeated failed attempts to complete 3D Secure authentication.

Each time you make a booking, you authorise Virtuo to verify the validity of your bank card (through a payment authorisation of €300) and to debit the amount of each rental from this card, together with any additional charges. You acknowledge that you have been informed and accept that the payment authorisation of €300 may affect the balance of the bank account associated with the bank card used and/or the debit limit for this card. The above mentioned amount would only be debited by Virtuo in the event of damage caused to the vehicle and/or in the event of a payment incident when processing your rental charge. You are informed and accept that Virtuo may be required to renew the payment authorisation for technical reasons, particularly relating to the duration of your booking.

If required, you can use the Virtuo Application to extend your booking, subject to certain conditions.

Each additional day will be charged at the maximum rate in effect at the time.

You will receive a confirmation of your booking by SMS on your mobile phone and/or by email.

Security deposit

Before your booking starts, Virtuo will request a payment pre-authorisation of €300 from your bank to cover the security deposit. Your bank card must therefore be valid on the scheduled end date of your booking and must have sufficient available funds. The security deposit must be charged to the same bank card as the one used to pay for the rental. The amount of the security deposit will be held against your bank card but will not be collected.

The security deposit enables us to reserve a sum of money in your bank account, although this amount will not actually be charged when your rental starts. Its purpose is to cover any additional costs and damages incurred during your rental. Depending on your bank, this amount may appear to have been deducted from your account, but this is not the case: the amount is simply ‘blocked’ until a final payment is made.

A few hours before your rental is due to start, Virtuo will request an authorisation against your bank card to cover the security deposit. If your bank approves the authorisation, your booking will be confirmed. If your bank rejects the authorisation, your booking will be put on hold. You will then have a few hours to contact your bank. You can ‘retry’ your deposit payment directly from the ‘My booking status’ screen in your app. If we have not heard back from you 2 hours before your rental is due to start, your booking will automatically be cancelled.

Changing or cancelling a booking

Subject to availability, you can change your booking at any time, either directly from the app or by contacting our customer service team. You may change all or part of your booking, i.e. pickup location, start and end dates, times, optional extras and insurance.

Any changes you make to your booking may result in a change in price, as the booking will be amended based on the rates in effect on the date of your changes.

If you benefited from a promotional offer or discount when you made your initial booking, and if your amended booking no longer meets the eligibility criteria for this offer or discount, then the promotion will no longer apply. You will not be entitled to any compensation in this case.

When confirming your amended booking, if the new cost of your booking is:
  • Higher than the amount you already paid, you must pay the corresponding difference;
  • Lower than the amount you already paid, the difference will be refunded to you.

You will receive an SMS and email confirmation of your amended booking, which will show your new booking details and the new total amount paid.

Once your rental has started, you can amend your booking directly from your app. After making your changes and completing the payment, you will receive an email containing your payment receipt. At this stage, you can only make two types of changes:
  • Increase your mileage allowance up to 400 km per day (and within a maximum of 3,000 km per booking), at a rate of €0.10 per km.
  • Extend your rental period, subject to availability and based on the rate in effect at the time of the extension.

You can cancel your booking free-of-charge no later than three (3) hours before your rental is due to start, if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport. If you cancel less after this time, you will be charged for the first day's rental.

Once your booking has started, the vehicle will be held for you for up to 23 hours from the scheduled start time of your rental. After this period, we will cancel your booking and charge you a no-show fee equivalent to the total amount of your rental (options and insurance included). The vehicle will be made available to other customers.

Picking up your vehicle

The vehicle will be delivered to your desired pickup location at your expense. The delivery cost will be included in your rental charge, subject to the following stipulations or any applicable offer.

If you choose to pick up your vehicle from a car park, Virtuo's responsibility will be limited to parking the vehicle in this car park on your behalf and at your expense. You will be responsible for paying any parking fees incurred, unless otherwise stated or unless an offer applies.

If required, we may enter into a delivery agreement with our partners, on your behalf, in order to transport the vehicle to the pickup location. This delivery cost will be included in your rental charge. Virtuo reserves the right, at any time, to charge you the full cost of this service.

For all intents and purposes, please remember that you are responsible for the vehicle from the time it is made available to you by Virtuo (or, where applicable, by our partner responsible for delivering the vehicle), and in accordance with article 10.15, until our inspector arrives.

Unlocking a vehicle using the Virtuo Application

You must use the Virtuo Application to unlock a vehicle that you have booked. Therefore, in order to rent a Virtuo vehicle, you need to have a functioning smartphone with mobile internet access and Bluetooth connectivity, and compatible with the Virtuo Application.

You will need to access the internet at least once during the three (3) hours preceding the start of your booking in order to download the key used to unlock the vehicle within the Virtuo Application. Failing this, Virtuo will be unable to send you this key and you will not be able to use the vehicle.

As from the key download and at the latest at the time of picking up the vehicle (if necessary to our partner responsible for the routing of the vehicle as provided by Article 6), you will receive your rental agreement by email and via through the Virtuo Application including rental dates, mileage of the vehicle and the amount of fuel in the vehicle.

You must not under any circumstances lend your smartphone or the Virtuo NFC badge to someone else or allow anyone else to use your application access codes with a view to driving a Virtuo vehicle. Any use of the service through your account in the Virtuo Application will be deemed to have been carried out by you.

In the event of loss or theft of your smartphone that may give rise to unauthorised use of your account via the Virtuo Application, you must immediately contact the Virtuo customer service team on +33 1 85 09 09 00 or at help@govirtuo.com so that your account can be suspended.

Before you can start the car, you must first carry out a vehicle inspection. If the vehicle has damage which is not already recorded in the Virtuo Application, you must report this damage by taking a photo of the damaged or missing vehicle part. Failing this, you will be held liable for these damages and you will be charged for any related costs (see article 8.2). These photographs will be stored in the Virtuo Application and will be used, once your booking has ended, to identify any damage that may have occurred while the vehicle was in your care, i.e. from the time the vehicle was made available to you by Virtuo (or, where applicable, by our partner responsible for delivering the vehicle as described in article 6).

You must also check that various documents and items are present in the vehicle, including the Virtuo badge, the vehicle documentation (copies or originals), the smartphone charging cable and any mandatory safety equipment.

Once your rental has started, you will receive your rental agreement by email and via the Virtuo Application, including the vehicle condition report, the rental dates, and the vehicle’s mileage and fuel level at the start of the booking. You must return the car with the same fuel level that you started out with. This report describes any damage caused to the vehicle prior to your booking, as well as any damage you have reported.

At any time during your booking, you can report new damage to the vehicle directly in the Virtuo Application by going to ‘My bookings’ and selecting ‘Damage report’. Any new damage reported will not affect the original report, which will prevail with regard to the vehicle’s condition at the start of the rental.

Early return/Cancellation

If you no longer require the vehicle, you can cancel your booking. To avoid being charged for the first day’s rental, you need to cancel at least three (3) hours before your booking is due to start if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport.

You can always return a vehicle early at no extra charge. You must return the vehicle to the Return Area agreed at the time of booking (in accordance with article 10.5). Returning a vehicle early does not entitle you to any full or partial refund of the total rental charge.

Terms and conditions of vehicle use

The User may add up to four (4) other drivers for the same vehicle under the same booking (“Additional Driver”).

Once the booking is confirmed, the User will be given the option to designate any Additional Drivers by selecting them from his/her smartphone contacts.

These Additional Drivers will receive SMS and email invitations to create their account on the Virtuo Application.

Once their account is approved, these Additional Drivers will be permitted to drive the rented vehicle. If the accounts of the Additional Drivers are rejected or are not approved at the start of the rental period, those Additional Drivers will not appear on the rental agreement and will not be permitted to drive the vehicle.

If any of the Additional Drivers is a Young Driver, the corresponding surcharge will be payable for that booking.

Any use of the vehicle and any damage sustained by the vehicle will be deemed to have been caused by the User who made the booking.

You must use the Virtuo Application to lock and unlock the vehicle during your rental. If you wish, you can also use the Virtuo badge located inside the vehicle to lock and unlock the car. This is only possible once you have transferred the virtual key to the Virtuo badge, as explained in the Virtuo Application.

By using the vehicle, you confirm that you still hold a valid driving licence and fulfil Virtuo's membership conditions.

You are liable for any penalties resulting from offences committed under the highway code (notably parking fines, bus lane fines, speeding fines, clamping fees and urban tolls/congestion charges) and any other charges you may incur while using the vehicle.

You must not smoke or allow anyone else to smoke in the vehicle.

No pets are allowed in the vehicle.

Remember that another Virtuo customer will use the vehicle after you, so keep it clean and tidy.

If damages are done to the vehicle, you are responsible, and you must let us know immediately if anything happens.

If the vehicle breaks down, or there is a fault with the vehicle, you must let us know immediately. Do not arrange for your own breakdown repair service or allow any other person to service or fix the vehicle without our express permission.

If the vehicle is involved in an accident, you must fill out an incident report form (found in the glove box), then (i) take a photograph of this form and send it via the chat function in the Virtuo Application, and (ii) send the original form by post to:

Virtuo Technologies


Service Dommage et Accidents


114 rue Cardinet


75017 Paris

If the vehicle is stolen or vandalised, please ensure that you: (i) report it to the police within a maximum of forty-eight (48) hours; and (ii) let us know immediately on +33 1 85 09 09 00.

You must not add any equipment or accessories to the vehicle, such as roof bars and racks, and towballs for trailers and caravans.

You may only drive Virtuo vehicles in France, Spain, Italy, Portugal, Germany, Switzerland, Luxembourg, Netherlands and Belgium. For any special requirements, contact the Virtuo Customer Relations Department.

You must only use the vehicle to carry passengers that do not exceed the permitted seating capacity.

You must not use the vehicle if you are under the influence of alcohol or any other substance which is prohibited and/or likely to affect your judgement, reduce your reaction times, impair your ability to drive and/or induce drowsiness.

Use of the vehicle is not allowed in the following cases: carrying passengers for remuneration; driving off-road or on roads which are unsuitable or in restricted areas; taking part in car races, rallies, trials or any other contests; sub-renting in any form; providing driver training; carrying out any illegal activities; towing any trailer or vehicle; transporting inflammable, corrosive, toxic, explosive, ionising or bulky objects or substances which may damage the vehicle.

Returning a vehicle

You must return the vehicle at the end of your rental period.

You must return the vehicle in a clean state reflecting ‘normal’ usage, and at least in the same condition in which you received it. If you return the vehicle in an unfit state, Virtuo reserves the right to charge you for any cleaning costs.

At the end of the rental, check the condition of the vehicle and use the Virtuo Application to report any damage that may have occurred to the vehicle during your rental. Each vehicle is equipped with an accelerometer that can determine the date and time when a collision may have occurred. You acknowledge and agree that Virtuo may use this information in the event that the vehicle is damaged while in your possession. If you fail to report any damage before the end of your rental period, we reserve the right to invoice additional charges to cover any damages and losses incurred by Virtuo in addition to the vehicle’s physical damage.

You must park the vehicle in the location agreed at the time of booking (the "Return Area").

You must use the Virtuo Application to indicate the exact location where you parked the vehicle (floor level, aisle and space number).

If you choose to drop off your vehicle in a car park, you will be responsible for paying any short-term parking fees incurred (unless otherwise stated or unless an offer applies) and Virtuo's responsibility will be limited to collecting the vehicle from this car park on your behalf and at your expense.

If required, we may enter into a delivery agreement with our partners, on your behalf, in order to return the vehicle to Virtuo's pickup location. This delivery cost will be included in your rental charge. Virtuo reserves the right, at any time, to charge you the full cost of this service.

Make sure the fuel tank level is at least as high as when you started your booking. This fuel level is indicated in the Virtuo Application.

Turn off the vehicle's lights.

Remember to leave the Virtuo badge inside the vehicle, as well as all documents and equipment provided to you at the start of your rental. Lock the vehicle using your Virtuo Application. If you fail to return the Virtuo badge or the car park badge (if the car park provides one), you will be charged a Penalty.

You must press the 'Return' button in the Virtuo Application to indicate that you have returned your vehicle.

Before the vehicle provided to you is rented to another user, Virtuo checks it and ensures that the User complied with the Terms and Conditions.

You remain responsible for the vehicle until our inspector arrives.

If the returned vehicle is parked outside the designated Return Area, you will be charged a Penalty.

If the vehicle is not returned by the scheduled end time of the booking, and if the booking has not been extended via the Virtuo Application, the User will be charged a Late Return Penalty, in addition to the applicable daily rental charge, until the car is returned. Virtuo also reserves the right to terminate a customer’s membership for this type of behaviour.

Furthermore, if the vehicle is not returned on the date shown in the rental agreement, and if Virtuo has not been contacted within twelve (12) hours from the scheduled drop-off time, Virtuo reserves the right to initiate any legal action against the offending User (including filing a complaint). In such cases, Virtuo reserves the right to charge you an additional day for each rental day, based on the applicable rental rate, plus a fixed charge of €150 (incl taxes) for each day that the vehicle was kept beyond the rental period, in addition to compensation for all damages and losses incurred by Virtuo (including fines, penalties and legal costs).

Financial terms and conditions

Vehicle rental charges

The charges for each rental will be calculated when you make the booking and will be displayed in the Virtuo Application on your smartphone or on the website before you confirm your booking. This calculation includes any additional charges applicable, such as the cost of delivering and collecting a vehicle in a car park.

The vehicle’s rental charge is calculated based on the requested start and end dates and times of the rental period, the day of the week, and the duration of your booking. Rental charges will be debited from your bank card at the time of booking, and any additional charges applicable will be invoiced at the end of your rental period.

Rental charges will be debited from your bank card at the time of booking, and any additional charges applicable will be invoiced at the end of your rental period.

The cost of your vehicle rental covers your selected rental period, together with an allocated mileage allowance. An additional charge may be made according to the actual mileage used and/or any extension to the rental period. If you exceed your allowance, you will be charged for any additional kilometres. The distance travelled is calculated by the GPS system installed in the vehicle.

If you book a vehicle in a country outside France, you will still be charged and debited in euros.

We request a payment pre-authorisation of €300 on your bank card when you make your booking. The booking will only be confirmed once the pre-authorisation has been accepted. We will notify you if the pre-authorisation is rejected by your bank.

Your rental is still considered to be in progress until: (i) you return the vehicle to its designated area; and (ii) you press the button in the Virtuo Application to terminate your rental. If this period exceeds the initially booked period, Virtuo will invoice additional charges based on the terms described in article 8.2.

Additional charges

If you expect to return the vehicle late, you must inform us by contacting our customer service team directly or via the relevant section in the Virtuo Application. You will be charged for the cost of your rental at the rate agreed when you made the booking, plus the cost of the extended period (at the rate currently in effect) and a late return surcharge, and a fixed late fee of €25 net per day.

You will be charged administration costs, of €15 net, for processing any penalties applied to the vehicle during your rental period, in addition to the amount of the corresponding fines.

In the event of damage caused to the vehicle, you will be charged the following:

  • all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if the total of these amounts is less than the deductible.
  • an amount equivalent to the deductible, if the repair costs, any compensation due for loss of use, and any towing costs and damage administration costs are higher than this excess deductible.
  • all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if you do not have the insurance cover specified in the Terms and Conditions.

In the event of damage caused to the car and reported by the User when carrying out the end-of-rental inspection, Virtuo will email you, as soon as possible, an estimate of the repair costs, any compensation due for loss of use, and any towing costs. These costs will be invoiced to you within a period of seven (7) days.

If a Virtuo operator identifies damage to the car which was not reported at the time of the end-of-rental inspection, Virtuo will email you a report on the damage identified, photographs of this damage, and an estimate of any repair costs, any compensation due for loss of use of the vehicle, and any towing costs in connection with repairing the damage identified, in addition to a damage administration charge (€45). The total of these amounts will be invoiced to you within a period of seven (7) days.

If the vehicle is not returned with at least as much fuel as it contained at the start of your rental, you will be charged for the difference, in addition to a surcharge of €15. The fuel price per litre is set according to the average fuel price (source: http://www.prix-carburants.gouv.fr/).

If you exceed the mileage allowance for your rental, you will be charged for your additional mileage. The amount of this additional charge will be twenty-five euro cents (€0.25) per additional kilometre.

If the vehicle is returned in an unclean state, you will be charged a flat fee to clean the vehicle.

If you leave behind any personal belongings in the vehicle and these items are recovered by Virtuo, we can arrange to deliver them to you for a net administration fee of ten euros (€10), plus any delivery costs incurred. Virtuo declines all responsibility for lost and found items and any item will be discarded and/or given to a charity 60 days after the end of the rental period.

All additional charges are specified on the invoice, which will be produced at the end of your rental period and the corresponding amount will be automatically debited together with the rental charge.

Invoicing

By booking a vehicle, you undertake to pay Virtuo all charges associated with your rental (including any surcharges) and to settle any costs relating to your use of the vehicle, such as fuel and tolls.

You must inform us of any changes in respect of your bank card. If you use an invalid bank card (e.g. expired or cancelled), you acknowledge and agree that Virtuo will be entitled to cancel all corresponding rental agreements immediately and without notice.

At the end of each rental, we will debit from your account the rental charges agreed at the time of booking and any additional charges, including, if applicable, the cost of delivering and collecting a vehicle in a car park as described in article 6, plus any extra charges mentioned in 10.2.

We will not be liable for any surcharges, fees or additional costs that your bank may charge you.

In the event that your bank rejects the payment authorisation or your rental charge payment, we reserve the right to suspend your membership and immediately cancel any vehicle bookings that you may have made.

You can view a summary of your invoices in the relevant section in the Virtuo Application.

By making a booking and providing us with your bank card details, you authorise Virtuo to debit all charges relating to your rental, including the insurance deductible in the event of damage.

Referrals

Once a User’s account is approved, he/she will receive a referral code. The value of this referral code is indicated in the Virtuo Application and in the account approval email sent to the User.

The User may refer any friend or family member who is not already registered as a User and has not yet made their first booking (“Referred Person”). Users are invited to share their referral code with their Referred Persons, allowing them to benefit from a fixed discount on their first rental (equivalent to the value of the referral code). Once the Referred Person’s rental has started, the referring User will have the equivalent amount credited to his/her Virtuo account and can apply this credit to his/her next rental.

The referral credit applies to rental charges, excluding optional extras and insurance.

This offer is limited to ten (10) referrals per User. The referral credit expires twelve (12) months from the date when the code is used by the Referred Person.

Disclosing and sharing the referral code on public forums is strictly prohibited, including postings on promotion code websites and social media.

Virtuo reserves the right to cancel the referral credits awarded to the Referred Person and to the referring User if the Terms and Conditions are breached.

Virtuo reserves the right to suspend this referral programme at any time.

Insurance and additional protection offered by Virtuo

Subject to complying with the Terms and Conditions, you will be covered by mandatory third-party car insurance, as well as vehicle damage and theft insurance.

When you join Virtuo as a customer, you automatically accept the additional protection provided against damage caused to the vehicle while you use it. This protection is included in your membership. Please refer to Appendix B for details on this protection and the relevant terms and conditions.

Subject to complying with the terms and conditions for membership and rental, you will only have to pay the deductible in the event that damage is caused to the vehicle (note that the excess/deductible applies per claim, so if you are involved in several accidents during your rental period, you will have to pay the excess/deductible for each of these accidents), its equipment or its accessories, as well as in the event of theft, attempted theft or vandalism. If the cost of the damages is less than the amount of the deductible, you will only have to pay for the cost of the repairs, any compensation due for loss of use, and any towing costs and damage administration costs. The amount of the deductible depends on any additional cover you may have taken out (see Appendix B).

If you fail to comply with the Terms and Conditions and/or if the loss, damage or theft are intentional or due to gross negligence, you will not benefit from any insurance or cover.

Terminating and suspending your membership

You can terminate your membership with Virtuo at any time. We will then close your account after terminating your membership. You will no longer be able to book any vehicles. If you have any booking(s) in progress when you terminate your membership, they will be cancelled in accordance with the terms in Article 5.

We can suspend your membership if you have not settled your invoices or if your bank card payment failed before or after the rental expired.

We can also suspend your membership if your driving licence does not fulfil the mandatory requirements for using our vehicles (e.g. if cancelled or suspended).

In case of non-compliance with the Terms and Conditions, communication of fraudulent documents and/or incident of payment, Virtuo reserves the right to deny you access to its services, including the case of creating a new user account.

Protection of personal data

Collecting of personnal data

In the course of its relationship with the User, Virtuo is required to process the User's personal data to perform its obligations under these Terms and Conditions and for its own purposes. This personal data is supplied to Virtuo by the User: (i) during the registration process, and (ii) subsequently via the Virtuo Application.

This information is necessary to allow the User to access the services offered by Virtuo. In addition, they are used by Virtuo to enable it to improve the services it offers.

Data whose communication to Virtuo is mandatory are identified as such at the time of registration of the User and/or reservation of vehicle(s). In particular, the collection of location data is necessary to enable you to use the services offered by Virtuo.

The User has previously consented to the treatments described in these Terms and Conditions, (i) when registering by clicking on the create an account" button, and/or (ii) when booking the vehicle by clicking on the "reserve" button.

Unless requested or expressly agreed by the User, in strict accordance with his/her instructions, Virtuo will not process any personal data other than those described in this clause 13.

Categories of personal data

When the User registers on the Virtuo Application and the Virtuo website, Virtuo collects the User’s identification data (e.g. surname, first name, email address, country of residence, telephone number, photograph of the identity card, photograph of the driver’s licence) as well as personal data relating to his means of payment (e.g. last four (4) numbers, expiry date of the User’s bank card).

When the User reserves the vehicle, Virtuo collects information relating to the transaction (transaction number, invoices issued via the Virtuo Application and/or the Virtuo website).

We have equipped our vehicles with a GPS device so that we can provide you with round-the-clock services (for vehicle access) and protect against theft or damage. Virtuo may use this device to monitor the vehicle’s status, performance and operation and/or track the vehicle’s movements and your movements and actions in the vehicle. This information may be used both during and after the rental period. Within this framework, geolocation data can be collected. By accepting the Terms and Conditions, you explicitly agree to the use of these electronic devices.

The User is informed that video surveillance systems are installed in vehicle parking locations. These systems are operated by the person in charge of managing the parking area. Virtuo is not responsible for the processing of these data. In this context, identification data of the User may be collected (e.g. image of the User).

More generally, Virtuo collects and processes data relating to the follow-up of its commercial relationship with the User (e.g. billing address, number of reservations made), to the organisation of contests and publicity lotteries or to the realisation of loyalty actions.

Finally, when the User accesses the Virtuo website, cookies may be stored in order to collect and process information relating to the User's navigation.

Purpose of the processing

Your personal data is collected by Virtuo:
  1. for use within the Virtuo Application in connection with vehicle rentals;
  2. to carry out transactions relating to its commercial relationship with you, i.e. concerning orders, deliveries, invoices, accounting, etc;
  3. to monitor "customer relations", such as conducting satisfaction surveys;
  4. to offer you partner offers based on your choices, provided that you have expressly consented;
  5. to keep you informed of the latest news about Virtuo, notably through push notifications within the Virtuo Application, by email or by SMS;
  6. to organise competitions and lotteries for advertising purposes (provided that you will only be contacted by email if you consent to receive such emails);
  7. to compile trade statistics;
  8. to carry out commercial solicitation operations;
  9. to broadcast advertising content via the Virtuo Application;
  10. any other uses which aim to enhance the functionality of the Virtuo Application and/or any other service provided by Virtuo;
  11. to manage requests for the exercise of the rights listed in section 13.5 below;
  12. if required by applicable law.

Retention period

The personal data of the User in connection with the registration of the User or a reservation on the Virtuo website and/or the Virtuo Application (e.g. name, first name(s), email address, delivery address, billing address) are kept for a period of three (3) years from their collection.

Audience measurement statistics shall not be retained for more than thirteen (13) months.

However, at the end of the aforementioned periods, including as necessary from the User's request for deletion, her/his personal data may be the subject of an intermediate archiving so that Virtuo can meet its legal obligations of conservation:

  1. the contract concluded within the framework of a commercial relationship shall be retained for five (5) years from its conclusion;
  2. the contract concluded by electronic means for an amount equal to or greater than 120 euros shall be kept for two (2) years from its conclusion;
  3. warranty documentation for goods or services provided to the consumer will be retained for two (2) years from the date of purchase;
  4. banking documents shall be retained for five (5) years from the date of disclosure;
  5. order management records will be retained for ten (10) years;
  6. billing management records will be retained for ten (10) years.

Certain data may be archived beyond the time limits provided for (i) in the event of contentious proceedings in order to establish the reality of the facts in dispute; and/or (ii) for the purposes of investigating, establishing and prosecuting criminal offences for the sole purpose of making such data available to the judicial authority as necessary.

Archiving implies that these data are anonymized and can no longer be consulted online but are extracted and stored on an autonomous and secure medium.

Users rights

You have the right to request access, rectification, opposition, limitation, portability and/or deletion any personal data that we hold about you as well as to define directives relating to the fate of the said data after your death. To exercise any of these rights, the User may simply use the account management tool provided to him/her, or write to the following address, indicating their full name and email address: Virtuo Technologies, 114 rue Cardinet - 75017 Paris - France. At any time, the User may access his/her personal data and update this information, or delete his/her account and any associated personal data using his/her ID and password.

Data recipients

The User also agrees that her/his data may be transmitted to and processed by any of the affiliated companies (the term "affiliated company" shall have the meaning defined in Article L 233-3 of the French Commercial Code) or any other entity if the transfer of such data is necessary for the performance of services by Virtuo.

Furthermore, the User agrees that her/his personal data may be transmitted and processed by the Virtuo partners identified in the table below.

Virtuo requires all its subcontractors and service providers to implement all necessary technical measures, on an ongoing basis, to keep the User's personal data secure and ensure the same high level of personal data protection as that required by Virtuo.

For this reason, when the entity concerned is located outside the European Union, or in a country that does not have adequate regulations within the meaning of the GDPR, Virtuo frames its contractual relationship with this entity by adopting an appropriate contractual mechanism.

In some specific circumstances, Virtuo may need to disclose your personal data, if this is required by the legal authorities. Note in particular clauses 2 and 8 of these Terms and Conditions which specifically contemplate us dealing with personal data to which you hereby consent.

Country of establishment of the recipient of the dataNature of the data providedPurpose of data communicationCategories of recipient of dataLevel of protection offered by the recipient of the data
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsGooglePrivacy shield
USAConnection data (e.g. IP address)Preparation of statisticsFacebookGeneral contract terms
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsLookerGeneral contract terms; privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsMicrosoftGeneral contract terms; privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsLogz.ioGeneral contract terms
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolAdjustPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolIntercomPrivacy shield
UEConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolBatchSubmitted to the GDPR
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).IdentificationJumioGeneral contract terms
UEIdentification data (e.g. surname, given names); financial data.PaymentStripeSubmitted to the GDPR; Privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).SMS APISinch ; TwilioPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolMailchimpPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Call centerAircallGeneral contract terms
UELocation dataGeolocalisationMercedesSubmitted to the GDPR
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Application development and management toolHeroku, AmazonPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Application development and management toolMLabGeneral contract terms

cookies

Virtuo website uses cookies to avoid the User from inputting her/his login and password on each visit. Each User remains free to refuse cookies by configuring its internet browser.

Virtuo also uses cookies for internet audience analysis to make easier to understand the Users’ behaviour on Virtuo Website. These tools gather information and provide reports on usage statistics of Virtuo website without the Users being systematically identified by the third party who provides the cookie (e.g., Google).

Besides providing reports on usage statistics of Virtuo Website, these audience analysis methods enable to, in combination with others advertising cookies (placed by websites and/or to third party content when the User accesses to it), display more relevant advertisements on Internet.

Each User may refuse cookies placed by the Website by configuring her/his browser.

  1. For Mozilla firefox : http://support.mozilla.org/fr/kb/activer-desactiver-cookies?redirectlocale=fr&redirectslug=Activer+et+d%C3%A9sactiver+les+cookies;
  2. For Microsoft Internet Explorer : http://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies;
  3. For Chrome : https://support.google.com/chrome/answer/95647?hl=fr&hlrm=en;
  4. For Safari: http://www.apple.com/support/?path=Safari/3.0/fr/9277.html;
  5. Opera™ : http://help.opera.com/Windows/12.10/fr/notrack.html;
  6. Edge™ : https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy.

Statistical use of anonymous database

As part of its business, Virtuo collects, processes and stores statistical data relating to the use of Virtuo website and the activities of Users.

These usage data, which may be transmitted to third parties, are anonymous and do not under any circumstances make it possible to identify Internet users, even indirectly.

Changes to the Terms and Conditions

Any changes to the Terms and Conditions, as well as to rental charges and other charges, will be available for viewing on the website www.govirtuo.com and via the Virtuo Application.

By making a booking, you acknowledge that you are aware of and agree to the charges and Terms and Conditions currently in effect.

Agreement on evidence – Applicable law – Disputes

Any disputes not settled amicably will be governed by French law and will be subject to the non-exclusive jurisdiction of the French courts. However, disputes with a User who is not deemed to be a consumer pursuant to the preliminary article of the French consumer code (code de la consommation) will be subject to the exclusive jurisdiction of the Paris courts.

Digital records will be maintained in Virtuo's information systems under reasonable security conditions and will be considered as evidence of transactions, orders and payments executed via the Virtuo Application or via email.


Additional charges - Appendix A

Additional chargesFor rentral in France in € (incl. taxes)
Booking cancelled less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport100% of the first day's rental will be charged
Booking changed less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport100% of the first day's rental will be charged
No show up to 24h after the planned pick-up time100% of the total rental amount will be charged (options and insurances included).
Vehicle returned in very dirty condition€45.00
Non respect of the prohibition of smoking in the car€150.00
Fee for Delay reported to Customer Service€25.00 per late day + rental charge
Fee for delay not reported to Customer Service€150.00 per late day + rental charge
Virtuo badge lost€10.00
Car park card lost€100.00
Total GR card lost€10.00
Vehicle returned to incorrect location€45.00
Processing of forgotten belongings€10.00 + shipping
Missing diesel fuel€1.63 per liter
Missing gasoline€1.80 per liter
Vehicle returned with less fuel than at start of rental (deviation of +/- 5% tolerated)€15.00 + per-litre fuel charge (based on price scale shown in Virtuo Application)
Flat fee for processing fines and penalties€15.00 + amount of fine
Mileage extra package€0.25 per km or miles

Additional cover - Appendix B

Limitations of liability

In the event of theft, vandalism or damage caused to the vehicle, you will be charged a deductible. If the cost of the damage is less than the amount of your deductible, you will be financially liable for the cost of the repairs, any compensation due for loss of use, and any towing costs and damage administration costs. Any damages that amount to more than your deductible will be covered by Virtuo.

We offer additional cover options which reduce or eliminate the deductible. This means that users who have taken out additional cover will see a reduction or a full waiver of the deductible that they would pay in the event of theft or damages that they are liable for:

InsuranceDescriptionTotal incl taxes
Basic

Third party insurance, collision and damages protection & theft protection. Excess: €1350

€0.00
Plus

Basic insurance + Windscreen, light and tires protection Excess reduced to €350

€13.00
Premium

Plus insurance + Windscreen, light and tires protection Excess reduced to €0

€26.00

The reasons for exclusion of application of the "Basic" protection, the "Plus" protection and the "Premium" protection

The "Basic" protection, the "Plus" protection and the "Premium" protection will be null and void (meaning you will not be able to benefit from the cover that they normally provide), in the event that one of the reasons for exclusion listed below occurs:

  1. non-compliance with one or more stipulations of the General Conditions;
  2. intentional or fraudulent misconduct in accordance with the provisions of Article L.113-1 of the French Insurance Code;
  3. serious misconduct committed by the User;
  4. gross negligence or carelessness of the User (e.g. window left open by the User);
  5. violation of the provisions of the applicable highway code;
  6. use of unsuitable fuel in the tank or any contamination of fuel;
  7. driving on an unsuitable road (e.g. driving on a beach);
  8. improper use of the vehicle (e.g. damage caused to a rim as a result of driving with a flat tyre).

Repair charges schedule - Appendix C

Exterior/InteriorZoneItemNature of damageTotal incl taxes
insideinsideBoot carpetdamaged€173.92
insideinsideCeiling trimdamaged€891.32
insideinsideCigarette lighterdamaged€22.00
insideinsideCigarette lightermissing€22.00
insideinsideDoor trimdamaged€945.35
insideinsideFront carpetdamaged€177.07
insideinsideFront floor carpetdamaged€67.13
insideinsideFront seat backdamaged€222.08
insideinsideFront seat cushiondamaged€223.92
insideinsideFront seat headrestdamaged€178.00
insideinsideJacket & alert trianglemissing€49.38
insideinsideKeyless Start Buttonmissing€25.15
insideinsideRear carpetdamaged€247.69
insideinsideRear seatdamaged€247.38
insideinsideRear seat backdamaged€158.31
insideinsideRear shelfdamaged€230.85
insideinsideRear shelfmissing€230.85
insideinsideRearview mirrordamaged€268.92
insideinsideSafety beltsdamaged€198.92
insideinsideSteering wheeldamaged€597.92
insideinsideSun visordamaged€55.85
insideinsideSun visormissing€55.85
insideinsideWindshield post trimdamaged€27.38
insideinsidecentral armrestdamaged€212.69
insideinsideinfotainment commandsdamaged€632.66
insideinsideinfotainment screendamaged€1,548.59
outsidefrontFront License Platedamaged€27.30
outsidefrontFront License Platereplacement€27.30
outsidefrontFront bumperdamaged€583.66
outsidefrontFront bumperreplacement€1,517.80
outsidefrontFront bumper with sensorsdamaged€583.66
outsidefrontFront bumper with sensorsreplacement€1,813.00
outsidefrontFront grilledamaged€587.46
outsidefrontFront grillereplacement€587.46
outsidefrontFront signdamaged€143.12
outsidefrontFront signreplacement€143.12
outsidefrontFront windshielddamaged€91.00
outsidefrontFront windshieldreplacement€552.74
outsidefrontHeadlightdamaged€1,236.65
outsidefrontHeadlightreplacement€1,236.65
outsidefrontHooddamaged€249.60
outsidefrontHoodreplacement€1,004.59
outsidefrontRadiator grilledamaged€79.12
outsidefrontRadiator grillereplacement€79.12
outsidefrontWindscreen wiperdamaged€52.23
outsidefrontWindscreen wiperreplacement€52.23
outsidefrontWindscreen wiper armdamaged€204.00
outsidefrontWindscreen wiper armreplacement€204.00
outsideleftDoor lockdamaged€355.08
outsideleftDoor lockreplacement€355.08
outsideleftElectrical side mirrordamaged€167.04
outsideleftElectrical side mirrorreplacement€777.40
outsideleftFront alloy wheeldamaged€150.00
outsideleftFront alloy wheelreplacement€467.00
outsideleftFront doordamaged€252.72
outsideleftFront doorreplacement€1,080.36
outsideleftFront door handledamaged€112.32
outsideleftFront door handlereplacement€128.56
outsideleftFront fenderdamaged€322.44
outsideleftFront fenderreplacement€524.36
outsideleftFront tiredamaged€294.84
outsideleftFront tirereplacement€294.84
outsideleftFront windowdamaged€119.06
outsideleftFront windowreplacement€119.06
outsideleftFuel filler doordamaged€17.30
outsideleftFuel filler doorreplacement€17.30
outsideleftGas flapdamaged€426.68
outsideleftGas flapreplacement€426.68
outsideleftRear alloy wheeldamaged€150.00
outsideleftRear alloy wheelreplacement€467.00
outsideleftRear doordamaged€368.46
outsideleftRear doorreplacement€848.04
outsideleftRear door handledamaged€112.32
outsideleftRear door handlereplacement€128.56
outsideleftRear fenderdamaged€425.84
outsideleftRear fenderreplacement€2,074.40
outsideleftRear tiredamaged€294.84
outsideleftRear tirereplacement€294.84
outsideleftRear window (big)damaged€149.22
outsideleftRear window (big)replacement€149.22
outsideleftRear window (small)damaged€190.00
outsideleftRear window (small)replacement€190.00
outsideleftSide skirtsdamaged€165.90
outsideleftSide skirtsreplacement€399.46
outsiderearRear Skirtdamaged€170.00
outsiderearRear Skirtreplacement€400.00
outsiderearRear bumperdamaged€563.38
outsiderearRear bumperreplacement€1,057.00
outsiderearRear bumper with sensorsdamaged€563.38
outsiderearRear bumper with sensorsreplacement€1,255.42
outsiderearRear hatch spoilerdamaged€224.64
outsiderearRear hatch spoilerreplacement€635.69
outsiderearRear license platedamaged€27.30
outsiderearRear license platereplacement€27.30
outsiderearRear lightdamaged€279.49
outsiderearRear lightreplacement€279.49
outsiderearRear signdamaged€143.12
outsiderearRear signreplacement€143.12
outsiderearRear window wiperdamaged€19.81
outsiderearRear window wiperreplacement€19.81
outsiderearRear windshielddamaged€455.72
outsiderearRear windshieldreplacement€455.72
outsiderearSTOP lampdamaged€113.33
outsiderearSTOP lampreplacement€113.33
outsiderearTrunkdamaged€257.45
outsiderearTrunkreplacement€1,496.86
outsiderightElectrical side mirrordamaged€167.04
outsiderightElectrical side mirrorreplacement€777.40
outsiderightFront alloy wheeldamaged€150.00
outsiderightFront alloy wheelreplacement€476.00
outsiderightFront doordamaged€252.72
outsiderightFront doorreplacement€1,080.36
outsiderightFront door handledamaged€112.32
outsiderightFront door handlereplacement€128.56
outsiderightFront fenderdamaged€322.44
outsiderightFront fenderreplacement€524.36
outsiderightFront tiredamaged€294.84
outsiderightFront tirereplacement€294.84
outsiderightFront windowdamaged€119.06
outsiderightFront windowreplacement€119.06
outsiderightRear alloy wheeldamaged€150.00
outsiderightRear alloy wheeldamaged€150.00
outsiderightRear alloy wheelreplacement€467.00
outsiderightRear doordamaged€368.46
outsiderightRear doorreplacement€848.04
outsiderightRear door handledamaged€112.32
outsiderightRear door handlereplacement€128.56
outsiderightRear fenderdamaged€425.84
outsiderightRear fenderreplacement€2,074.40
outsiderightRear tiredamaged€294.84
outsiderightRear tirereplacement€294.84
outsiderightRear window (big)damaged€149.22
outsiderightRear window (big)replacement€149.22
outsiderightRear window (small)damaged€190.00
outsiderightRear window (small)replacement€190.00
outsiderightSide skirtsdamaged€165.90
outsiderightSide skirtsreplacement€399.46
outsideRoofdamaged€526.10
outsideRoofreplacement€2,657.70
outsidevery dirty vehiclenoticed€45.00

VIRTUO terms and conditions of membership and rental in Belgium

These Virtuo terms and conditions (the "Terms and Conditions") govern the relationship between Virtuo Technologies, a French simplified joint-stock company (société par actions simplifiée) with a share capital of 206,140 euros, which is registered on the Paris Trade and Companies Register under number 813 197 589 and whose registered office is located at 114 rue Cardinet - 75017 Paris - France, and its Belgian subsidiary, Virtuo Technologies Belgium, a private limited liability company (société privée à responsabilité limitée), registered on the Belgian Trade Register (BCE) under number 0685.822.365 and whose registered office is located at Keyserlei 58-60 - 2018 Antwerpen - Belgium (hereinafter "Virtuo" or "we" or "us") and any registered person (the "User" or "you") wishing to use the Virtuo application, which may be downloaded free-of-charge, in particular from the Apple App Store and the Android Play Store (the « Virtuo Application »).

Virtuo and the User are hereinafter referred to individually as a “Party” and collectively as the “Parties”.

Your membership allows you to take advantage of the services offered by Virtuo, a self-service vehicle rental platform available 7 days a week in France and other countries.

Content

Your membership

To benefit from the services offered by Virtuo: (i) you must be of legal adult age; (ii) you must have held a valid driving licence for at least three (3) years; (iii) you must not be registered on the CLARIS blacklist; and (iv) you must not have had more than two (2) accidents in the previous three (3) years.

Our company is a member of the Renters’ Division of the CNPA, France’s National Council of Automotive Professionals. We may pass on personal data that we hold on you, in connection with this rental agreement, for the mutual benefit of this Division’s members, allowing them to legitimately refuse any future rentals. If this is the case, you will be notified and you will have the right to object to the registration, access, rectification and/or deletion of your personal data (pursuant to CNIL Deliberation No. 2006-235 of November 9th, 2006) by contacting the Renters’ Division of the CNPA at 50 rue Rouget de Lisle, 92158 Suresnes, Cedex, France.

You must complete the membership form via the Virtuo Application and Virtuo websites by entering accurate and complete information in the fields. If incomplete or false statements are made, the User's account may be automatically terminated without prior notice or formal procedures, and the User undertakes to cover Virtuo against any consequences that may arise from such incomplete or false statements.

In order to receive confirmations of your bookings and information messages about your rentals, you will need to provide us with a valid email address and your mobile phone number.

When you register, you will be required to provide us with the following supporting documentation via the Virtuo Application:

A copy of your driving licence. You must maintain a driving licence that is valid within the European Union for the duration of your membership.

A copy of both sides of a currently valid identity document, such as a passport or national identity card.

Details of your bank card. (Prepaid and capped cards, such as Maestro and Electron cards, are not accepted.)

During your registration, and before your account is validated, we may ask you to authenticate your bank card a second time, and further authentication may be required each time you add a new bank card or credit card to your account. In these cases, we will ask you to email a photo of your card (front only) to cartes@govirtuo.com, ensuring that you cover the digits and only reveal the following information: the last 4 digits of the card number, the expiry date, and the cardholder’s first name and last name. Your email containing the photo will be deleted once we have received and processed it.

All supporting documentation that you provide to us must be valid at the time of each vehicle rental and for the duration of each rental period.

Your membership will not be confirmed until your identity has been verified via the Virtuo Application. If you fail to comply with this identity check and/or if Virtuo is unable to verify your identity, your membership will be suspended and will only be validated following verification of your identity by any other means proposed by Virtuo.

By becoming a member of the service offered by Virtuo, you acknowledge that you have read the Terms and Conditions and agree to comply with them. Each time you book a vehicle, you reconfirm your acceptance of the Terms and Conditions.

Once your membership has been confirmed, you can complete your profile by entering your personal details, including a profile photo. In so doing, you warrant that you hold all the necessary rights to use these details and/or images in connection with your profile and grant Virtuo the right to use, reproduce and represent this information in connection with your usage and the provision of the Virtuo Application, and in connection with any promotional activities relating to the services used by Virtuo (via internet, television and/or in paper form). This authorisation is valid for the duration of your Virtuo membership and applies to elements subject to intellectual property rights as well as to those relating to the protection of your privacy and your image rights.

Virtuo offers a ‘young driver’ membership for Users who have held their driving licence for more than one (1) year but less than three (3) years (“Young Driver”). At the account approval stage, if the User has held a driving licence for less than one (1) year, his/her account will be temporarily put on hold and will not be activated until the first (1st) anniversary of obtaining his/her licence :

The Young Driver will be permitted to rent a vehicle (as an exception to article 2.1) subject to paying a surcharge of twenty-five euros (€25) per rental day.

This surcharge will be automatically applied to any booking which includes one or more Young Drivers. Failure to pay this surcharge will result in the cancellation of the corresponding booking.

Young Drivers cannot benefit from ‘Premium’ insurance cover.

The young drivers are not allowed to book or drive the new A-Class. Customers must have held a license for a minimum of 3 years to drive this car model.

Making a booking

You can book a vehicle via the Virtuo Application or on the website www.govirtuo.com.

You must book the vehicle before you can use it. When you book, you will be offered different ranges of vehicles, depending on their availability during the requested period and your chosen rental pickup location and return location. Virtuo cannot guarantee that you will be able to rent a specific vehicle (or particular vehicle model), but will provide an equivalent or better model than the one you booked (in terms of comfort, roominess and power).

You can book a vehicle up to six (6) months in advance, subject to a maximum of ten (10) simultaneous bookings. You cannot book (2) vehicles simultaneously in the same time slot.

When you make a booking through our Belgian subsidiary, Virtuo Technologies Belgium, you should be aware that the Belgian company is acting as an intermediary on behalf of Virtuo Technologies, which is responsible for providing vehicles to users.

Each rental must be prepaid when the booking is confirmed. This means that you must pay in advance for your rental and any optional services and insurance at the time of booking. This prepayment includes the daily rental charge for the vehicle, plus the cost of any services and optional extras you may have requested. The indicated amount will be debited from the bank card you selected at the time of booking. You will then receive a confirmation email containing a receipt. The prepaid amount will be shown on your final invoice and will be deducted from any outstanding amount payable. This amount excludes any additional charges that will be invoiced at the end of your rental period.

The bank card used to make the booking must be in the account holder’s name, which must match the name on the main driver’s licence. If you fail to use a card that is in your own name, we reserve the right to cancel your booking and charge your registered payment card for any losses incurred.

When confirming your booking, we use the 3D Secure system to ensure payments are processed securely. At the time of payment, you will be redirected to your bank’s site, where you will be asked to authenticate yourself by entering personal details previously registered with your bank. (Note that each bank has its own specific authentication methods.) Once these details are verified and we obtain authorisation from your bank, your payment will be completed and your booking will be confirmed. This authentication process is required to confirm your booking. If authentication is not performed, or if authentication fails, your booking will not be confirmed. Virtuo reserves the right to block an account after repeated failed attempts to complete 3D Secure authentication. !

Each time you make a booking, you authorise Virtuo to verify the validity of your bank card (through a payment authorisation of €300) and to debit the amount of each rental from this card, together with any additional charges. You acknowledge that you have been informed and accept that the payment authorisation of €300 may affect the balance of the bank account associated with the bank card used and/or the debit limit for this card. The above mentioned amount would only be debited by Virtuo in the event of damage caused to the vehicle and/or in the event of a payment incident when processing your rental charge. You are informed and accept that Virtuo may be required to renew the payment authorisation for technical reasons, particularly relating to the duration of your booking.

If required, you can use the Virtuo Application to extend your booking, subject to certain conditions.

Each additional day will be charged at the maximum rate in effect at the time.

You will receive a confirmation of your booking by SMS on your mobile phone and/or by email.

Security deposit

Before your booking starts, Virtuo will request a payment pre-authorisation of €300 from your bank to cover the security deposit. Your bank card must therefore be valid on the scheduled end date of your booking and must have sufficient available funds. The security deposit must be charged to the same bank card as the one used to pay for the rental. The amount of the security deposit will be held against your bank card but will not be debited immediately. We will only collect all or part of this amount in the event of damage caused to the vehicle and/or violation of the rental agreement and/or breach of these terms and conditions.

The security deposit enables us to reserve a sum of money in your bank account, although this amount will not actually be charged when your rental starts. Its purpose is to cover any additional costs and damages incurred during your rental. Depending on your bank, this amount may appear to have been deducted from your account, but this is not the case: the amount is simply ‘blocked’ until a final payment is made.

A few hours before your rental is due to start, Virtuo will request an authorisation against your bank card to cover the security deposit. If your bank approves the authorisation, your booking will be confirmed. If your bank rejects the authorisation, your booking will be put on hold. You will then have a few hours to contact your bank. You can ‘retry’ your deposit payment directly from the ‘My booking status’ screen in your app. If we have not heard back from you 2 hours before your rental is due to start, your booking will automatically be cancelled.

Changing or cancelling a booking

Subject to availability, you can change your booking at any time, either directly from the app or by contacting our customer service team. You may change all or part of your booking, i.e. pickup location, start and end dates, times, optional extras and insurance.

Any changes you make to your booking may result in a change in price, as the booking will be amended based on the rates in effect on the date of your changes.

If you benefited from a promotional offer or discount when you made your initial booking, and if your amended booking no longer meets the eligibility criteria for this offer or discount, then the promotion will no longer apply. You will not be entitled to any compensation in this case.

When confirming your amended booking, if the new cost of your booking is:

Higher than the amount you already paid, you must pay the corresponding difference;

Lower than the amount you already paid, the difference will be refunded to you.

You will receive an SMS and email confirmation of your amended booking, which will show your new booking details and the new total amount paid.

Once your rental has started, you can amend your booking directly from your app. After making your changes and completing the payment, you will receive an email containing your payment receipt. At this stage, you can only make two types of changes:

Increase your mileage allowance up to 400 km per day (and within a maximum of 3,000 km per booking), at a rate of €0.10 per km.

Extend your rental period, subject to availability and based on the rate in effect at the time of the extension.

You can cancel your booking free-of-charge no later than three (3) hours before your rental is due to start, if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport. If you cancel less after this time, you will be charged for the first day's rental.

Once your booking has started, the vehicle will be held for you for up to 23 hours from the scheduled start time of your rental. After this period, we will cancel your booking and charge you a no-show fee equivalent to the total amount of your rental (options and insurance included). The vehicle will be made available to other customers.

Unlocking a vehicle using the VIRTUO application

To unlock a vehicle that you have booked, you must use the Virtuo Application that you have previously downloaded. Therefore, in order to rent a Virtuo vehicle, you need to have a functioning smartphone with an active internet connection and Bluetooth enabled.

You will need to access the internet at least once during the three (3) hours preceding the start of your booking in order to download the key used to unlock the vehicle within the Virtuo Application. Failing this, Virtuo will be unable to send you this key and you will not be able to use the vehicle.

You must not under any circumstances lend your smartphone or the Virtuo NFC badge to someone else or allow anyone else to use your application access codes with a view to driving a Virtuo vehicle. Any use of the service through your account in the Virtuo Application will be deemed to have been carried out by you.

In the event of loss or theft of your smartphone that may give rise to unauthorized use of your account via the Virtuo Application, you must immediately contact the Virtuo customer service team on +33 1 85 09 09 00 or at help@govirtuo.com so that your account can be suspended.

Before you can start the vehicle, you must first carry out a vehicle inspection. if the vehicle has damage which is not already recorded in the Virtup app, you must report this damage by taking a photo of the damaged or missing vehicle part and submitting it. Failing this, you will be held liable for these damages and you will be charged for any related costs (see article 8.2). These photographs will be stored in the Virtuo Application and will be used, once your booking has ended, to identify any damage that may have occurred while the vehicle was in your care.

You must also check that various documents and items are present in the vehicle, including the Virtuo badge, the vehicle documentation (copies or originals), the smartphone charging cable and any mandatory safety equipment.

Once your rental has started, you will receive your rental agreement by email and via the Virtuo Application, including the vehicle condition report, the rental dates, and the vehicle’s mileage and fuel level at the start of the booking. You must return the car with the same fuel level that you started out with. This report describes any damage caused to the vehicle prior to your booking, as well as any damage you have reported.

At any time during your booking, you can report new damage to the vehicle directly in the Virtuo Application by going to ‘My bookings’ and selecting ‘Damage report’. Any new damage reported will not affect the original report, which will prevail with regard to the vehicle’s condition at the start of the rental.

Early return / Cancellation

If you no longer require the vehicle, you can cancel your booking. To avoid being charged for the first day’s rental, you need to cancel at least three (3) hours before your booking is due to start if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport.

You can always return a vehicle early at no extra charge. The vehicle must be returned to the Virtuo area selected at the time of booking. However, returning a vehicle early does not entitle you to any full or partial refund of the total rental charge.

Terms and conditions of vehicle use

The User may add up to four (4) other drivers for the same vehicle under the same booking (“Additional Driver”), provided that these Additional Drivers comply with the same terms and conditions applicable to the main driver, in particular those under article 2.

Once the booking is confirmed, the User will be given the option to designate any Additional Drivers by selecting them from his/her smartphone contacts.

These Additional Drivers will receive SMS and email invitations to create their account on the Virtuo Application.

Once their account is approved, these Additional Drivers will be permitted to drive the rented vehicle. If the accounts of the Additional Drivers are rejected or are not approved at the start of the rental period, those Additional Drivers will not appear on the rental agreement and will not be permitted to drive the vehicle.

If any of the Additional Drivers is a Young Driver, the corresponding surcharge will be payable for that booking.

Any use of the vehicle and any damage sustained by the vehicle will be deemed to have been caused by the User who made the booking.

You must use the Virtuo Application to lock and unlock the vehicle during your rental. If you wish, you can also use the Virtuo badge located inside the vehicle to lock and unlock the car. This is only possible once you have transferred the virtual key to the Virtuo badge, as explained in the Virtuo Application.

By using the vehicle, you confirm that you still hold a valid driving licence, entitling you to drive in the country where you are renting the vehicle, and that you fulfil Virtuo's membership conditions.

You are liable for any penalties resulting from offences committed under the highway code (notably parking fines, bus lane fines, speeding fines, clamping fees and urban tolls/congestion charges) and any other charges you may incur while using the vehicle.

Smoking in the vehicle is strictly prohibited for drivers as well as passengers.

No pets are allowed in the vehicle.

Remember that another Virtuo customer will use the vehicle after you, so keep it clean and tidy.

You are responsible for the vehicle throughout the rental period. If damage is done to the vehicle, you are liable, and you must let us know immediately if anything happens.

If the vehicle breaks down, or there is a fault with the vehicle, you must let us know immediately. Do not arrange for your own breakdown repair service or allow any other person to service or fix the vehicle without our express permission.

If the vehicle is involved in an accident, you must fill out an incident report form (found in the glove box), then (i) take a photograph of this form and send it via the chat function in the Virtuo Application, and (ii) send the original form by post to:

Virtuo Technologies


Service Dommage et Accidents


114 rue Cardinet


75017 Paris

Or to :

Virtuo Technologies
 Belgium


Keyserlei 58 -60


2018 Antwerpen

If the vehicle is stolen or vandalised, please ensure that you: (i) report it to the police within a maximum of forty-eight (48) hours; and (ii) let us know immediately on +33 1 85 09 09 00.

You must not add any equipment or accessories to the vehicle, such as roof bars and racks, and towballs for trailers and caravans.

You may only drive Virtuo vehicles in France, Spain, Italy, Portugal, Germany, Switzerland, Luxembourg, Netherlands and Belgium. For any special requirements, contact the Virtuo Customer Relations Department.

You must only use the vehicle to carry passengers that do not exceed the permitted seating capacity. This maximum number of passengers is determined by the number of seatbelts in the vehicle.

You cannot use the vehicle if you are under the influence of alcohol or any other substance which is prohibited and/or likely to affect your judgement, reduce your reaction times, impair your ability to drive and/or induce drowsiness. Operating the vehicle is strictly prohibited while you are impaired by alcohol or drugs. Any violation of this condition will automatically be considered as gross negligence and Virtuo may claim damages and interest in the event of an accident or offence.

Use of the vehicle is not allowed in the following cases: carrying passengers for remuneration; driving off-road or on roads which are unsuitable or in restricted areas; taking part in car races, rallies, trials or any other contests; sub-renting in any form; providing driver training; carrying out any illegal activities; towing any trailer or vehicle; transporting inflammable, corrosive, toxic, explosive, ionising or bulky objects or substances which may damage the vehicle. Any violation of this restriction may result in a claim for damages and interest.

Returning a vehicle

You must return the vehicle before the end of your rental period.

You must return the vehicle in a clean state reflecting ‘normal’ usage, and at least in the same condition in which you received it. If you return the vehicle in an unfit state, Virtuo reserves the right to charge you for any cleaning costs.

At the end of the rental, check the condition of the vehicle and use the Virtuo Application to report any damage that may have occurred during your rental. Each vehicle is equipped with an accelerometer that can determine the date and time when a collision may have occurred. You acknowledge and agree that Virtuo may use this information in the event that the vehicle is damaged while in your possession. If you fail to report any damage before the end of your rental period, we reserve the right to invoice additional charges to cover any damages incurred by Virtuo in addition to the vehicle’s physical damage.

You must park the vehicle in its dedicated space in station and city centre car parks as indicated in the application.

Make sure the fuel tank level is at least as high as when you started your booking. This fuel level is indicated in the Virtuo Application.

Turn off the vehicle's lights.

Remember to leave the Virtuo badge inside the vehicle, as well as all documents and equipments provided to you at the start of your rental. Lock the vehicle using your Virtuo Application. If you fail to return the Virtuo badge or the car park badge (if the car park provides one), you will be charged a Penalty.

You must terminate your rental by pressing the rental termination button in the Virtuo Application.

Before the vehicle provided to you is rented to another user, Virtuo checks it and ensures that the User complied with the Terms and Conditions.

If you fail to return your vehicle to a designated Virtuo area (in the case of station and city centre car parks), you will be charged a penalty to cover the cost of retrieving the vehicle.

If you fail to return your vehicle by the scheduled end time of your booking, and if you have not extended your booking via the app, you will be charged a fixed late Penalty fee, in addition to the applicable daily rental charge, until you return the car. Virtuo also reserves the right to terminate a customer’s membership for this type of behavior.

If you fail to return the vehicle on the date shown in the rental agreement, and if you have not contacted us within 12 hours regarding this delayed return, Virtuo will consider the vehicle to have been unlawfully appropriated and may report this incident to the relevant local authorities. In such cases, Virtuo reserves the right to charge you an additional day for each rental day, based on the applicable rental rate, plus a fixed charge of €150 net for each day that the vehicle was kept beyond the rental period, in addition to compensation for all damages and losses incurred by Virtuo: fines, penalties or sanctions incurred on the vehicle as a result of demands by public administrations for the purposes of identifying the perpetrator or clarifying the circumstances relating to a breach of contractual obligations or a criminal offence. Virtuo will also be entitled to start legal proceedings in order to demand the immediate return of the vehicle. In such cases, protections and additional contractual services would have no effect.

Financial terms and conditions

Vehicle rental charges

The charges for each rental (including any applicable extra charges) will be calculated when you make the booking and will be displayed in the Virtuo Application on your smartphone or on the website before you confirm your booking.

The vehicle’s rental charge is calculated based on the requested start and end dates and times of the rental period, the day of the week, and the duration of your booking.

Rental charges will be debited from your bank card at the time of booking, and any additional charges applicable will be invoiced at the end of your rental period.

The cost of your vehicle rental covers your selected rental period, together with an allocated mileage allowance. An additional charge may be made according to the actual mileage used and/or any extension to the rental period. If you exceed your allowance, you will be charged for any additional kilometres. The distance travelled is calculated by the GPS system installed in the vehicle.

If you book a vehicle in a country outside France, you will still be charged and debited in euros.

We request a payment pre-authorisation of €300 on your bank card when you make your booking. The booking will only be confirmed once the pre-authorisation has been accepted. We will notify you if the pre-authorisation is rejected by your bank.

Your rental is still considered to be in progress until: (i) you return the vehicle to its designated area; and (ii) you press the button in the Virtuo Application to terminate your rental. If this period exceeds the initially booked period, Virtuo will invoice additional charges based on the terms described in article 8.2.

Additional charges

If you expect to return the vehicle late, you must inform us by contacting our customer service team directly or via the relevant section in the Virtuo Application. You will be charged for the cost of your rental at the rate agreed when you made the booking, plus the cost of the extended period (at the rate currently in effect) and a fixed late fee of €25 net per day.

You will be charged administration costs of €15 net for processing any penalties applied to the vehicle during your rental period, in addition to the amount of the corresponding fines.

In the event of damage caused to the vehicle, you will be charged the following:

  • all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if the total of these amounts is less than the deductible.
  • an amount equivalent to the deductible, if the repair costs, any compensation due for loss of use, and any towing costs and damage administration costs are higher than this excess deductible.
  • all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if you do not have the insurance cover specified in the Terms and Conditions.

In the event of damage caused to the car and reported by the User when carrying out the end-of-rental inspection, Virtuo will email you, as soon as possible, an estimate of the repair costs, any compensation due for loss of use, and any towing costs. These costs will be invoiced to you within a period of seven (7) days.

If a Virtuo operator identifies damage to the car which was not reported at the time of the end-of-rental inspection, Virtuo will email you a report on the damage identified, photographs of this damage, and an estimate of any repair costs, any compensation due for loss of use of the vehicle, and any towing costs in connection with repairing the damage identified, in addition to a damage administration charge (€45). The total of these amounts will be invoiced to you within a period of seven (7) days.

If the vehicle is not returned with at least as much fuel as it contained at the start of your rental, you will be charged for the difference, in addition to a surcharge of €15. The Virtuo Application will inform you of the fuel price per litre under the section “how does it work”.

If you exceed the mileage allowance for your rental, you will be charged for your additional mileage. The amount of this additional charge will be twenty-five euro cents (€0.25) per additional kilometre.

If the vehicle is returned in an unclean state, you will be charged a flat fee to clean the vehicle.

If you leave behind any personal belongings in the vehicle and these items are recovered by Virtuo, we can arrange to deliver them to you for a net administration fee of ten euros (€10), plus any delivery costs incurred. Virtuo declines all responsibility for lost and found items and any item will be discarded and/or given to a charity 60 days after the end of the rental period.

All additional charges are specified on the invoice, which will be produced at the end of your rental period and the corresponding amount will be automatically debited together with the rental charge.

Invoicing

By booking a vehicle, you undertake to pay Virtuo all charges associated with your rental (including any surcharges) and to settle any costs relating to your use of the vehicle, such as fuel and tolls.

You must inform us of any changes in respect of your bank card. If you use an invalid bank card (e.g. expired or cancelled), you acknowledge and agree that Virtuo will be entitled to cancel all corresponding rental agreements immediately and without notice.

At the end of each rental, we will debit from your account the rental charges agreed at the time of booking and any additional charges referred to in section 10.2.

We will not be liable for any surcharges, fees or additional costs that your bank may charge you.

In the event that your bank rejects the payment authorisation or your rental charge payment, we reserve the right to suspend your membership and immediately cancel any vehicle bookings that you may have made.

You can view a summary of your invoices in the relevant section in the Virtuo Application.

By making a booking and providing us with your bank card details, you authorise Virtuo to debit all charges relating to your rental, including the insurance deductible in the event of damage.

Referrals

Once a User’s account is approved, he/she will receive a referral code. The value of this referral code is indicated in the Virtuo Application and in the account approval email sent to the User.

The User may refer any friend or family member who is not already registered as a User and has not yet made their first booking (“Referred Person”). Users are invited to share their referral code with their Referred Persons, allowing them to benefit from a fixed discount on their first rental (equivalent to the value of the referral code). Once the Referred Person’s rental has started, the referring User will have the equivalent amount credited to his/her Virtuo account and can apply this credit to his/her next rental.

The referral credit applies to rental charges, excluding optional extras and insurance.

This offer is limited to ten (10) referrals per User. The referral credit expires twelve (12) months from the date when the code is used by the Referred Person.

Disclosing and sharing the referral code on public forums is strictly prohibited, including postings on promotion code websites and social media.

Virtuo reserves the right to cancel the referral credits awarded to the Referred Person and to the referring User if the Terms and Conditions are breached.

Virtuo reserves the right to suspend this referral programme at any time.

Insurance and additional protection offered by VIRTUO

Subject to complying with the Terms and Conditions, you will be covered by mandatory third-party car insurance, as well as vehicle damage and theft insurance.

When you join Virtuo as a customer, you automatically accept the additional protection provided against damage caused to the vehicle while you use it. This protection is included in your membership. Please refer to Appendix B for details on this protection and the relevant terms and conditions.

Subject to complying with the terms and conditions for membership and rental, you will only have to pay the deductible in the event that damage is caused to the vehicle (note that the excess/deductible applies per claim, so if you are involved in several accidents during your rental period, you will have to pay the excess/deductible for each of these accidents), its equipment or its accessories, as well as in the event of theft, attempted theft or vandalism. If the cost of the damages is less than the amount of the deductible, you will only have to pay for the cost of the repairs, any compensation due for loss of use, and any towing costs and damage administration costs. The amount of the deductible depends on any additional cover you may have taken out (see Appendix B).

If you fail to comply with the Terms and Conditions and/or if the loss, damage or theft are intentional or due to gross negligence, you will not benefit from any insurance or cover.

Terminating and suspending your membership

You can terminate your membership with Virtuo at any time. We will then close your account after terminating your membership. You will no longer be able to book any vehicles. If you have any booking(s) in progress when you terminate your membership, they will be cancelled in accordance with the terms in Article 5.

We can suspend your membership if you have not settled your invoices or if your bank card payment failed before or after the rental expired.

We can also suspend your membership if your driving licence does not fulfil the mandatory requirements for using our vehicles (e.g. if cancelled or suspended).

If you breach the Terms and Conditions, submit fraudulent documents and/or fail to pay the amounts due, Virtuo reserves the right to deny you access to its services, including creation of a new User account.

Protection of personal data

Collecting of personnal data

In the course of its relationship with the User, Virtuo is required to process the User's personal data to perform its obligations under these Terms and Conditions and for its own purposes. This personal data is supplied to Virtuo by the User: (i) during the registration process, and (ii) subsequently via the Virtuo Application.

This information is necessary to allow the User to access the services offered by Virtuo. In addition, they are used by Virtuo to enable it to improve the services it offers.

Data whose communication to Virtuo is mandatory are identified as such at the time of registration of the User and/or reservation of vehicle(s). In particular, the collection of location data is necessary to enable you to use the services offered by Virtuo.

The User has previously consented to the treatments described in these Terms and Conditions, (i) when registering by clicking on the create an account" button, and/or (ii) when booking the vehicle by clicking on the "reserve" button.

Unless requested or expressly agreed by the User, in strict accordance with his/her instructions, Virtuo will not process any personal data other than those described in this clause 13.

Categories of personal data

When the User registers on the Virtuo Application and the Virtuo website, Virtuo collects the User’s identification data (e.g. surname, first name, email address, country of residence, telephone number, photograph of the identity card, photograph of the driver’s licence) as well as personal data relating to his means of payment (e.g. last four (4) numbers, expiry date of the User’s bank card).

When the User reserves the vehicle, Virtuo collects information relating to the transaction (transaction number, invoices issued via the Virtuo Application and/or the Virtuo website).

We have equipped our vehicles with a GPS device so that we can provide you with round-the-clock services (for vehicle access) and protect against theft or damage. Virtuo may use this device to monitor the vehicle’s status, performance and operation and/or track the vehicle’s movements and your movements and actions in the vehicle. This information may be used both during and after the rental period. Within this framework, geolocation data can be collected. By accepting the Terms and Conditions, you explicitly agree to the use of these electronic devices.

The User is informed that video surveillance systems are installed in vehicle parking locations. These systems are operated by the person in charge of managing the parking area. Virtuo is not responsible for the processing of these data. In this context, identification data of the User may be collected (e.g. image of the User).

More generally, Virtuo collects and processes data relating to the follow-up of its commercial relationship with the User (e.g. billing address, number of reservations made), to the organisation of contests and publicity lotteries or to the realisation of loyalty actions.

Finally, when the User accesses the Virtuo website, cookies may be stored in order to collect and process information relating to the User's navigation.

Purpose of the processing

Your personal data is collected by Virtuo:
  1. for use within the Virtuo Application in connection with vehicle rentals;
  2. to carry out transactions relating to its commercial relationship with you, i.e. concerning orders, deliveries, invoices, accounting, etc;
  3. to monitor "customer relations", such as conducting satisfaction surveys;
  4. to offer you partner offers based on your choices, provided that you have expressly consented;
  5. to keep you informed of the latest news about Virtuo, notably through push notifications within the Virtuo Application, by email or by SMS;
  6. to organise competitions and lotteries for advertising purposes (provided that you will only be contacted by email if you consent to receive such emails);
  7. to compile trade statistics;
  8. to carry out commercial solicitation operations;
  9. to broadcast advertising content via the Virtuo Application;
  10. any other uses which aim to enhance the functionality of the Virtuo Application and/or any other service provided by Virtuo;
  11. to manage requests for the exercise of the rights listed in section 13.5 below;
  12. if required by applicable law.

Retention period

The personal data of the User in connection with the registration of the User or a reservation on the Virtuo website and/or the Virtuo Application (e.g. name, first name(s), email address, delivery address, billing address) are kept for a period of three (3) years from their collection.

Audience measurement statistics shall not be retained for more than thirteen (13) months.

However, at the end of the aforementioned periods, including as necessary from the User's request for deletion, her/his personal data may be the subject of an intermediate archiving so that Virtuo can meet its legal obligations of conservation:

  1. the contract concluded within the framework of a commercial relationship shall be retained for five (5) years from its conclusion;
  2. the contract concluded by electronic means for an amount equal to or greater than 120 euros shall be kept for two (2) years from its conclusion;
  3. warranty documentation for goods or services provided to the consumer will be retained for two (2) years from the date of purchase;
  4. banking documents shall be retained for five (5) years from the date of disclosure;
  5. order management records will be retained for ten (10) years;
  6. billing management records will be retained for ten (10) years.

Certain data may be archived beyond the time limits provided for (i) in the event of contentious proceedings in order to establish the reality of the facts in dispute; and/or (ii) for the purposes of investigating, establishing and prosecuting criminal offences for the sole purpose of making such data available to the judicial authority as necessary.

Archiving implies that these data are anonymized and can no longer be consulted online but are extracted and stored on an autonomous and secure medium.

Users rights

You have the right to request access, rectification, opposition, limitation, portability and/or deletion any personal data that we hold about you as well as to define directives relating to the fate of the said data after your death. To exercise any of these rights, the User may simply use the account management tool provided to him/her, or write to the following address, indicating their full name and email address: Virtuo Technologies, 114 rue Cardinet - 75017 Paris - France. At any time, the User may access his/her personal data and update this information, or delete his/her account and any associated personal data using his/her ID and password.

Data recipients

The User also agrees that her/his data may be transmitted to and processed by any of the affiliated companies (the term "affiliated company" shall have the meaning defined in Article L 233-3 of the French Commercial Code) or any other entity if the transfer of such data is necessary for the performance of services by Virtuo.

Furthermore, the User agrees that her/his personal data may be transmitted and processed by the Virtuo partners identified in the table below.

Virtuo requires all its subcontractors and service providers to implement all necessary technical measures, on an ongoing basis, to keep the User's personal data secure and ensure the same high level of personal data protection as that required by Virtuo.

For this reason, when the entity concerned is located outside the European Union, or in a country that does not have adequate regulations within the meaning of the GDPR, Virtuo frames its contractual relationship with this entity by adopting an appropriate contractual mechanism.

In some specific circumstances, Virtuo may need to disclose your personal data, if this is required by the legal authorities. Note in particular clauses 2 and 8 of these Terms and Conditions which specifically contemplate us dealing with personal data to which you hereby consent.

Country of establishment of the recipient of the dataNature of the data providedPurpose of data communicationCategories of recipient of dataLevel of protection offered by the recipient of the data
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsGooglePrivacy shield
USAConnection data (e.g. IP address)Preparation of statisticsFacebookGeneral contract terms
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsLookerGeneral contract terms; privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsMicrosoftGeneral contract terms; privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsLogz.ioGeneral contract terms
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolAdjustPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolIntercomPrivacy shield
UEConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolBatchSubmitted to the GDPR
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).IdentificationJumioGeneral contract terms
UEIdentification data (e.g. surname, given names); financial data.PaymentStripeSubmitted to the GDPR; Privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).SMS APISinch ; TwilioPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolMailchimpPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Call centerAircallGeneral contract terms
UELocation dataGeolocalisationMercedesSubmitted to the GDPR
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Application development and management toolHeroku, AmazonPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Application development and management toolMLabGeneral contract terms

cookies

Virtuo website uses cookies to avoid the User from inputting her/his login and password on each visit. Each User remains free to refuse cookies by configuring its internet browser.

Virtuo also uses cookies for internet audience analysis to make easier to understand the Users’ behaviour on Virtuo Website. These tools gather information and provide reports on usage statistics of Virtuo website without the Users being systematically identified by the third party who provides the cookie (e.g., Google).

Besides providing reports on usage statistics of Virtuo Website, these audience analysis methods enable to, in combination with others advertising cookies (placed by websites and/or to third party content when the User accesses to it), display more relevant advertisements on Internet.

Each User may refuse cookies placed by the Website by configuring her/his browser.

  1. For Mozilla firefox : http://support.mozilla.org/fr/kb/activer-desactiver-cookies?redirectlocale=fr&redirectslug=Activer+et+d%C3%A9sactiver+les+cookies;
  2. For Microsoft Internet Explorer : http://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies;
  3. For Chrome : https://support.google.com/chrome/answer/95647?hl=fr&hlrm=en;
  4. For Safari: http://www.apple.com/support/?path=Safari/3.0/fr/9277.html;
  5. Opera™ : http://help.opera.com/Windows/12.10/fr/notrack.html;
  6. Edge™ : https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy.

Statistical use of anonymous database

As part of its business, Virtuo collects, processes and stores statistical data relating to the use of Virtuo website and the activities of Users.

These usage data, which may be transmitted to third parties, are anonymous and do not under any circumstances make it possible to identify Internet users, even indirectly.

Changes to the Terms and Conditions

Virtuo is committed to safeguarding the confidentiality of the personal data you provide and only uses this personal information for legally permissible purposes.

Any changes to the Terms and Conditions, as well as to rental charges and other charges, will be available for viewing on the website www.govirtuo.com and via the Virtuo Application.

By making a booking, you acknowledge that you are aware of and agree to the charges and Terms and Conditions currently in effect.

Agreementon evidence - Applicable law - Dispute

Any disputes not settled amicably will be governed by French law (or Belgian law if the rental occurs in Belgium) and will be subject to the non-exclusive jurisdiction of the French courts or Brussels courts (with proceedings in French). However, disputes with a User who is not deemed to be a consumer pursuant to the preliminary article of the French consumer code (code de la consommation) will be subject to the exclusive jurisdiction of the Paris courts.

Digital records will be maintained in Virtuo's information systems under reasonable security conditions and will be considered as evidence of transactions, orders and payments executed via the Virtuo Application or via email.

Additional charges - Appendix A

Additional chargesFor rentral in Belgium in € (incl. taxes)
Booking cancelled less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport100% of the first day's rental will be charged
Booking changed less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport100% of the first day's rental will be charged
No show up to 24h after the planned pick-up time100% of the total rental amount will be charged (options and insurances included).
Vehicle returned in very dirty condition€45.00
Non respect of the prohibition of smoking in the car€150.00
Fee for Delay reported to Customer Service€25.00 per late day + rental charge
Fee for delay not reported to Customer Service€150.00 per late day + rental charge
Virtuo badge lost€10.00
Car park card lost€100.00
Total GR card lost€10.00
Vehicle returned to incorrect location€45.00
Processing of forgotten belongings€10.00 + shipping
Missing diesel fuel€1.50 per liter
Missing gasoline€1.59 per liter
Vehicle returned with less fuel than at start of rental (deviation of +/- 5% tolerated)€15.00 + per-litre fuel charge (based on price scale shown in Virtuo Application)
Flat fee for processing fines and penalties€15.00 + amount of fine
Mileage extra package€0.25 per km or miles

Additional cover - Appendix B

Limitations of liability

In the event of theft, vandalism or damage caused to the vehicle, you will be charged a deductible. If the cost of the damage is less than the amount of your deductible, you will be financially liable for the cost of the repairs, any compensation due for loss of use, and any towing costs and damage administration costs. Any damages that amount to more than your deductible will be covered by Virtuo.

We offer additional cover options which reduce or eliminate the deductible. This means that users who have taken out additional cover will see a reduction or a full waiver of the deductible that they would pay in the event of theft or damages that they are liable for:

InsuranceDescriptionTotal incl taxes
Basic

Third party insurance, collision and damages protection & theft protection. Excess: €1350

€0.00
Plus

Basic insurance + Windscreen, light and tires protection Excess reduced to €350

€13.00
Premium

Plus insurance + Windscreen, light and tires protection Excess reduced to €0

€26.00

The reasons for exclusion of application of the "Basic" protection, the "Plus" protection and the "Premium" protection

The "Basic" protection, the "Plus" protection and the "Premium" protection will be null and void (meaning you will not be able to benefit from the cover that they normally provide), in the event that one of the reasons for exclusion listed below occurs:

  1. non-compliance with one or more stipulations of the General Conditions;
  2. intentional or fraudulent misconduct in accordance with the provisions of Article L.113-1 of the French Insurance Code;
  3. serious misconduct committed by the User;
  4. gross negligence or carelessness of the User (e.g. window left open by the User);
  5. violation of the provisions of the applicable highway code;
  6. use of unsuitable fuel in the tank or any contamination of fuel;
  7. driving on an unsuitable road (e.g. driving on a beach);
  8. improper use of the vehicle (e.g. damage caused to a rim as a result of driving with a flat tyre).

Repair charges schedule - Appendix C
Exterior/InteriorZoneItemNature of damageTotal incl taxes
insideinsideBoot carpetdamaged€173.92
insideinsideCeiling trimdamaged€891.32
insideinsideCigarette lighterdamaged€22.00
insideinsideCigarette lightermissing€22.00
insideinsideDoor trimdamaged€945.35
insideinsideFront carpetdamaged€177.07
insideinsideFront floor carpetdamaged€67.13
insideinsideFront seat backdamaged€222.08
insideinsideFront seat cushiondamaged€223.92
insideinsideFront seat headrestdamaged€178.00
insideinsideJacket & alert trianglemissing€49.38
insideinsideKeyless Start Buttonmissing€25.15
insideinsideRear carpetdamaged€247.69
insideinsideRear seatdamaged€247.38
insideinsideRear seat backdamaged€158.31
insideinsideRear shelfdamaged€230.85
insideinsideRear shelfmissing€230.85
insideinsideRearview mirrordamaged€268.92
insideinsideSafety beltsdamaged€198.92
insideinsideSteering wheeldamaged€597.92
insideinsideSun visordamaged€55.85
insideinsideSun visormissing€55.85
insideinsideWindshield post trimdamaged€27.38
insideinsidecentral armrestdamaged€212.69
insideinsideinfotainment commandsdamaged€632.66
insideinsideinfotainment screendamaged€1,548.59
outsidefrontFront License Platedamaged€27.30
outsidefrontFront License Platereplacement€27.30
outsidefrontFront bumperdamaged€583.66
outsidefrontFront bumperreplacement€1,517.80
outsidefrontFront bumper with sensorsdamaged€583.66
outsidefrontFront bumper with sensorsreplacement€1,813.00
outsidefrontFront grilledamaged€587.46
outsidefrontFront grillereplacement€587.46
outsidefrontFront signdamaged€143.12
outsidefrontFront signreplacement€143.12
outsidefrontFront windshielddamaged€91.00
outsidefrontFront windshieldreplacement€552.74
outsidefrontHeadlightdamaged€1,236.65
outsidefrontHeadlightreplacement€1,236.65
outsidefrontHooddamaged€249.60
outsidefrontHoodreplacement€1,004.59
outsidefrontRadiator grilledamaged€79.12
outsidefrontRadiator grillereplacement€79.12
outsidefrontWindscreen wiperdamaged€52.23
outsidefrontWindscreen wiperreplacement€52.23
outsidefrontWindscreen wiper armdamaged€204.00
outsidefrontWindscreen wiper armreplacement€204.00
outsideleftDoor lockdamaged€355.08
outsideleftDoor lockreplacement€355.08
outsideleftElectrical side mirrordamaged€167.04
outsideleftElectrical side mirrorreplacement€777.40
outsideleftFront alloy wheeldamaged€150.00
outsideleftFront alloy wheelreplacement€467.00
outsideleftFront doordamaged€252.72
outsideleftFront doorreplacement€1,080.36
outsideleftFront door handledamaged€112.32
outsideleftFront door handlereplacement€128.56
outsideleftFront fenderdamaged€322.44
outsideleftFront fenderreplacement€524.36
outsideleftFront tiredamaged€294.84
outsideleftFront tirereplacement€294.84
outsideleftFront windowdamaged€119.06
outsideleftFront windowreplacement€119.06
outsideleftFuel filler doordamaged€17.30
outsideleftFuel filler doorreplacement€17.30
outsideleftGas flapdamaged€426.68
outsideleftGas flapreplacement€426.68
outsideleftRear alloy wheeldamaged€150.00
outsideleftRear alloy wheelreplacement€467.00
outsideleftRear doordamaged€368.46
outsideleftRear doorreplacement€848.04
outsideleftRear door handledamaged€112.32
outsideleftRear door handlereplacement€128.56
outsideleftRear fenderdamaged€425.84
outsideleftRear fenderreplacement€2,074.40
outsideleftRear tiredamaged€294.84
outsideleftRear tirereplacement€294.84
outsideleftRear window (big)damaged€149.22
outsideleftRear window (big)replacement€149.22
outsideleftRear window (small)damaged€190.00
outsideleftRear window (small)replacement€190.00
outsideleftSide skirtsdamaged€165.90
outsideleftSide skirtsreplacement€399.46
outsiderearRear Skirtdamaged€170.00
outsiderearRear Skirtreplacement€400.00
outsiderearRear bumperdamaged€563.38
outsiderearRear bumperreplacement€1,057.00
outsiderearRear bumper with sensorsdamaged€563.38
outsiderearRear bumper with sensorsreplacement€1,255.42
outsiderearRear hatch spoilerdamaged€224.64
outsiderearRear hatch spoilerreplacement€635.69
outsiderearRear license platedamaged€27.30
outsiderearRear license platereplacement€27.30
outsiderearRear lightdamaged€279.49
outsiderearRear lightreplacement€279.49
outsiderearRear signdamaged€143.12
outsiderearRear signreplacement€143.12
outsiderearRear window wiperdamaged€19.81
outsiderearRear window wiperreplacement€19.81
outsiderearRear windshielddamaged€455.72
outsiderearRear windshieldreplacement€455.72
outsiderearSTOP lampdamaged€113.33
outsiderearSTOP lampreplacement€113.33
outsiderearTrunkdamaged€257.45
outsiderearTrunkreplacement€1,496.86
outsiderightElectrical side mirrordamaged€167.04
outsiderightElectrical side mirrorreplacement€777.40
outsiderightFront alloy wheeldamaged€150.00
outsiderightFront alloy wheelreplacement€476.00
outsiderightFront doordamaged€252.72
outsiderightFront doorreplacement€1,080.36
outsiderightFront door handledamaged€112.32
outsiderightFront door handlereplacement€128.56
outsiderightFront fenderdamaged€322.44
outsiderightFront fenderreplacement€524.36
outsiderightFront tiredamaged€294.84
outsiderightFront tirereplacement€294.84
outsiderightFront windowdamaged€119.06
outsiderightFront windowreplacement€119.06
outsiderightRear alloy wheeldamaged€150.00
outsiderightRear alloy wheeldamaged€150.00
outsiderightRear alloy wheelreplacement€467.00
outsiderightRear doordamaged€368.46
outsiderightRear doorreplacement€848.04
outsiderightRear door handledamaged€112.32
outsiderightRear door handlereplacement€128.56
outsiderightRear fenderdamaged€425.84
outsiderightRear fenderreplacement€2,074.40
outsiderightRear tiredamaged€294.84
outsiderightRear tirereplacement€294.84
outsiderightRear window (big)damaged€149.22
outsiderightRear window (big)replacement€149.22
outsiderightRear window (small)damaged€190.00
outsiderightRear window (small)replacement€190.00
outsiderightSide skirtsdamaged€165.90
outsiderightSide skirtsreplacement€399.46
outsideRoofdamaged€526.10
outsideRoofreplacement€2,657.70
outsidevery dirty vehiclenoticed€45.00

VIRTUO terms and conditions of membership and rental in United Kingdom

These Virtuo terms and conditions (the “Terms and Conditions”) govern the relationship between Virtuo Technologies Limited, a company registered in England and Wales with company number 11075250 and whose registered office is at Colingham House, 6-12 Gladstone Road, Wimbledon, London, United Kingdom, SW19 1QT (hereinafter “Virtuo” or “we” or “us”), and any registered person (the “User” or “you”) wishing to use the Virtuo application (and rent Vehicles from us), which may be downloaded free-of-charge, in particular from the Apple appstore and the Android Playstore (the “Virtuo Application”).

Virtuo and the User are hereinafter referred to individually as a “Party” and collectively as the “Parties”.

Table of contents

Contents

These Terms and Conditions are made between you and us and set out Virtuo’s responsibilities to User and your responsibilities to us when you use the Virtuo Application. Becoming a Virtuo member allows you to take advantage of the services offered by Virtuo through the Virtuo Application, a self-service vehicle rental platform available in mainland United Kingdom and Northern Ireland. Clause 2 below details how you can become a Virtuo member.

Your Membership

To benefit from the services offered by Virtuo through the Virtuo Application you must: (i) be not less than eighteen years of age; (ii) have a full valid driving licence (see further below under clause 2.2); and (iii) acknowledge and recognize that you have not had more than two (2) accidents in the three (3) years prior to the commencement of each particular vehicle rental by you from us hereunder.

Differing vehicle rental conditions apply depending on which type of driving licence you hold.

If you hold a full valid UK driving licence (a "UK Licence Holder"), you must have held it for at least three (3) years prior to the date of the commencement of your membership with us. You must satisfy also our policy with regard to endorsement restrictions. In this period, you must have had no more than 2 offences and 6 points on your license. Each time you as a UK Licence Holder rent a vehicle from us under these Terms and Conditions, you will be required to validate your driving record for us using the DVLA online service, "Share Driving Licence" (see www.gov.uk/view-driving-licence for details (you will need to have your driving licence number, home postcode and national insurance number to hand to use this service). This service enables you to create a passcode, valid for up to 21 days from the time of issue which you will need to provide to us before we can rent you a vehicle.

If you hold a full valid non-UK driving licence (a “Non-UK Licence Holder”), you must have held it for at least three (3) years prior to the date of the commencement of your membership with us. Your licence must be readily identifiable as a full valid driving licence or else we will require you to produce an international driving licence instead. An international driving licence will also be required if you have a licence issued outside the UK which is only valid in the country of issue.

We are a member of the British Vehicle Leasing and Rental Association (“BVRLA”). In accordance with the law, we may pass on personal data that we hold on you, in connection with these Terms and Conditions, for inclusion in the BVRLA’s RISC database, for the mutual benefit of the BVRLA’s members, allowing them to legitimately assess risk and potentially refuse any future rentals. RISC is subject to the law on data protection and you are entitled to exercise your rights of access, rectification, opposition, limitation, and/or define guidelines regarding the fate of your data after your death by sending a request in writing to them to the following address : contact@govirtuo.com. If you believe the data included in the RISC database to be inaccurate, you have the right to appeal to be removed from the system by contacting the rental company that added details about you directly. Further details about the RISC any your rights in relation to it may be found here: https://www.bvrla.co.uk/RISC.

You must complete the membership form via the Virtuo Application and Virtuo websites by entering accurate and complete information in the fields. If incomplete or false statements are made, your account may be automatically terminated without notice, and in such event you undertake and agree to indemnify and keep indemnified Virtuo against all losses liabilities and costs which Virtuo incurs as a result of such incomplete or false statements.

In order to receive confirmations of your bookings and information messages about your rentals, you will need to provide us with a valid email address and your mobile phone number.

When you register, you will be required to provide us with the following supporting documentation via the Virtuo Application:

  • A copy of your full driving licence (in compliance with the requirements speficied in clause 2.2 above) You must maintain a driving licence which is recognised as valid within the UK for the duration of your membership.
  • A copy of both sides of a currently valid identity document, such as a passport or national identity card..
  • Details of your bank card (or credit card). (Prepaid and capped cards, such as Maestro and Electron cards, are not accepted.)

During your registration, and before your account is validated, we may ask you to authenticate your bank card a second time, and further authentication may be required each time you add a new bank card to your account. In these cases, we will ask you to email a photo of your card (front only) to security@govirtuo.com, ensuring that you cover the digits and only reveal the following information: the last 4 digits of the card number, the expiry date, and the cardholder’s first name and last name. Your email containing the photo will be deleted once we have received and processed it.

All supporting documentation that you provide to us must be valid at the time of each vehicle rental and for the duration of each rental period. All these elements must be personal to you and show your identity as entered when creating your User account.

Your membership will not be confirmed until your identity has been verified via the Virtuo Application. If you fail to comply with this identity check and/or if Virtuo is unable to verify your identity, your membership will be suspended and will only be validated following verification of your identity by any other means proposed by Virtuo.

By becoming a member of the service offered by Virtuo through the Virtuo Application, you acknowledge that you have read these Terms and Conditions and agree to comply with them. Each time you book a vehicle with us, you reconfirm your acceptance of these Terms and Conditions.

Once your membership has been confirmed, you can complete your profile by entering your personal details, including a profile photo. In so doing, you warrant that you hold all the necessary rights to use these details and/or images in connection with your profile and grant Virtuo the right to use, reproduce and represent this information in connection with your usage and the provision of the Virtuo Application, and in connection with any promotional activities relating to the services used by Virtuo (via internet, television and/or in paper form). This authorisation is valid for the duration of your Virtuo membership and applies to elements subject to intellectual property rights as well as to those relating to the protection of your privacy and your image rights.

The young drivers are not allowed to book or drive the new A-Class. Customers must have held a license for a minimum of 3 years to drive this car model.

Making a booking

You can book a vehicle via the Virtuo Application or on the website a(href="www.govirtuo.com")

You must book the vehicle before you can use it. When you book, you will be offered different ranges of vehicles, depending on their availability during the requested period and your chosen rental pickup location and return location. Virtuo cannot guarantee that you will be able to rent a specific vehicle (or particular vehicle model), but will provide an equivalent or better model than the one you booked (in terms of comfort, roominess and power).

You can book a vehicle up to six (6) months in advance, subject to a maximum of ten (10) simultaneous bookings. You cannot book (2) vehicles simultaneously in the same time slot.

Each rental you wish to make must be prepaid when the booking is confirmed. This means that you must pay in advance for your rental and any optional services and insurance at the time of booking. This prepayment includes the daily rental charge for the vehicle, plus the cost of any services and optional extras you may have requested. This amount excludes any additional charges that will be invoiced at the end of your rental period. The prepayment amount will be debited from the bank card you selected at the time of booking. You will then receive a confirmation email containing a receipt for your prepayment. The prepaid amount will be shown on your final invoice and will be deducted from any outstanding amount payable by you at the conclusion of your vehicle rental.

All payments under these Terms and Conditions are exclusive of VAT and insurance premium tax at the rate from time to time applicable unless specified to the contrary.

When confirming your booking, we use the 3D Secure system to ensure payments are processed securely. At the time of payment, you will be redirected to your bank’s site, where you will be asked to authenticate yourself by entering personal details previously registered with your bank. (Note that each bank has its own specific authentication methods.) Once these details are verified and we obtain authorisation from your bank, your payment will be completed, and your booking will be confirmed. This authentication process is required to confirm your booking. If authentication is not performed, or if authentication fails, your booking will not be confirmed. Virtuo reserves the right to block an account after repeated failed attempts to complete 3D Secure authentication.

Each time you make a booking, you authorise Virtuo to verify the validity of your bank card (through a payment authorisation of three hundred pounds (£300) and to debit the amount of each rental you make from this card, together with any additional charges in respect thereof. You acknowledge that you have been informed and accept that the payment authorisation of three hundred pounds (£300) may affect the balance of the bank account associated with the bank card used and/or the debit limit for this card. The above mentioned amount will only be debited by Virtuo in the event of damage caused to the vehicle and/or in the event of a payment failure when processing payments due from you to us under these Terms and Conditions. You are informed and accept that Virtuo may be required to renew the payment authorisation for technical reasons, particularly relating to the duration of your booking.

If required, you can use the Virtuo Application to extend your booking, subject to certain conditions.

Each additional day of vehicle rental will be charged at the maximum rate in effect at the time

You will receive a confirmation of your booking by SMS on your mobile phone and/or by email.

Security deposit

Before your booking starts, Virtuo will request a payment pre-authorisation of three hundred pounds (£300) from your bank to cover the security deposit. Your bank card must therefore be valid on the scheduled end date of your booking and must have sufficient available funds. The security deposit must be charged to the same bank card as the one used to pay for the rental. The amount of the security deposit will be held against your bank card but will not be collected.

The security deposit enables us to reserve a sum of money in your bank account, although this amount will not actually be charged when your rental starts. Its purpose is to cover any additional costs and damage incurred during your rental. Depending on your bank, this amount may appear to have been deducted from your account, but this is not actually the case: the amount is simply ‘blocked’ until a final payment is made.

A few hours before your rental is due to start, Virtuo will request an authorisation against your bank card to cover the security deposit. If your bank approves the authorisation, your booking will be confirmed. If your bank rejects the authorisation, your booking will be put on hold. You will then have a few hours to contact your bank to arrange for the authorisation to be made. You can ‘retry’ your deposit payment directly from the ‘My booking status’ screen in your app. If payment of the security deposit has not been made at least two hours before your rental is due to start, your booking will automatically be cancelled.

Changing or cancelling a booking

Subject to availability, you can change your booking at any time, either directly from the Virtuo Application or by contacting our customer service team. You may change all or part of your booking, i.e. pickup location, start and end dates, times, optional extras and insurance.

Any changes you make to your booking may result in a change in price, as the booking will be amended based on the rates in effect on the date of your changes.

If you benefited from a promotional offer or discount when you made your initial booking, and if your amended booking no longer meets the eligibility criteria for that offer or discount, then the promotion will no longer apply. You will not be entitled to any compensation for loss of the promotion or offer in such case.

When confirming your amended booking, if the new cost of your booking is higher than the amount you have already paid, you must pay the corresponding difference. If it is lower than the amount you have already paid, the difference will be refunded to you.

You will receive an SMS and email confirmation of your amended booking, which will show your new booking details and the new total amount paid.

Once your rental has started, you can amend your booking directly from your Virtuo Application. After making your changes and making any additional payment required, you will receive an email containing your payment receipt. At this stage, you can only make two types of changes. You can:

  • Modify your pick-up and return location, subject to availability and based on the rate in effect at the time of the modification; and
  • Modify your start and return dates, subject to availability and based on the rate in effect at the time of the modification; and
  • Modify the car model you have booked, subject to availability and based on the rate in effect at the time of the modification; and
  • increase your mileage allowance up to four hundred (400) miles per day (and within a maximum of two thousand and four hundred (2,400) miles per booking), at a rate of ten cents (£0.10) per km; and
  • Change your insurance coverage, based on the rate in effect at the time of the modification; and
  • extend your rental period, subject to availability and based on the rate in effect at the time of the extension.

You can cancel your booking free-of-charge by notifying us no later than three (3) hours before your rental is due to start, if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport. If you cancel on less notice, you will be charged for the first day's rental, unless you are not responsible for failure to comply with this deadline.

Once your booking has started, the vehicle will be held for you for collection (see clause 6 below) for up to 23 hours from the scheduled start time of your rental. After this period, we will cancel your booking and charge you a no-show fee equivalent to the total amount of your rental (options and insurance included) if you have not collected the vehicle inside this timeframe and thereafter the vehicle will be made available to other customers.

Unlocking a vehicle using the Virtuo Application

You must use the Virtuo Application to unlock a vehicle that you have booked. In order to rent a Virtuo vehicle, you need to have a functioning smartphone with mobile internet access and Bluetooth connectivity which is compatible with the Virtuo Application.

You will need to access the internet at least once during the three (3) hours preceding the start of your booking in order to download the key used to unlock the vehicle within the Virtuo Application. Failing this, Virtuo will be unable to send you this key, you will not be able to use the vehicle and we will charge you a no-show fee equivalent to the total amount of your rental (options and insurance included).

You must not under any circumstances lend your smartphone or the Virtuo NFC badge to someone else or allow anyone else to use your application access codes with a view to driving a Virtuo vehicle. Any use of the service through your account in the Virtuo Application will be deemed to have been carried out by you.

In the event of loss or theft of your smartphone that may give rise to unauthorized use of your account via the Virtuo Application, you must immediately contact the Virtuo customer service team on +44 20 3514 1815 or at help@govirtuo.com so that your account can be suspended.

Before you can start the vehicle, you must first carry out a vehicle inspection. if the vehicle has a damage which is not already recorded in the Virtuo Application, you must report this damage by taking a photo of the damaged or missing vehicle part and submitting it to us through the Virtuo Application. Failing this, you will be held liable for any damage and you will be charged for any related costs (see clause 8.2). These photographs will be stored in the Virtuo Application and will be used, once your booking has ended, to identify any damage that may have occurred while the vehicle was in your care.

You must also check that various documents and items are present in the vehicle, including the Virtuo badge, the vehicle documentation (copies or originals), the smartphone charging cable and any mandatory safety equipment.

Once your rental has started, you will receive your rental agreement by email and via the Virtuo Application, including the vehicle condition report, the rental dates, and the vehicle’s mileage and fuel level at the start of the booking. This report describes any damage caused to the vehicle prior to your booking, as well as any damage you have reported.

At the end of your rental, you must return the car with the same fuel level that you started out with.

At any time during your booking, you can report new damage to the vehicle directly in the Virtuo Application by going to ‘My bookings’ and selecting ‘Damage report’. Any new damage reported will not affect the original report, which will prevail with regard to the vehicle’s condition at the start of the rental.

Early return/Cancellation

If you no longer require a vehicle you have booked, you can cancel your booking. To avoid being charged for the first day’s rental, you need to cancel at least three (3) hours before your booking is due to start if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport.

You can always return a vehicle early once a booking has commenced at no extra charge. The vehicle must be returned to the Virtuo area selected at the time of booking. Returning a vehicle early does not entitle you to any full or partial refund of the total rental charge.

Terms and conditions of vehicle use

The User may add up to four (4) other drivers for the same vehicle under the same booking (“Additional Driver”).

Once the booking is confirmed, the User will be given the option to designate any Additional Drivers by selecting them from his/her smartphone contacts.

These Additional Drivers will receive SMS and email invitations to create their account on the Virtuo Application. All additional Drivers will need to fulfill the same membership and rental conditions which you had to satisfy to use the Virtuo Application and rent vehicles from us with the proviso that all conditions relating to payment for renting a vehicle will be fulfilled by you

Once their account is approved, these Additional Drivers will be permitted to drive the rented vehicle. If the accounts of the Additional Drivers are rejected or are not approved at the start of the rental period, those Additional Drivers will not appear on the rental agreement and will not be permitted to drive the vehicle.

Any use of the vehicle and any damage sustained by the vehicle will be deemed to have been caused by the User who made the booking including when the vehicle is used by a third party (i.e. a person other than an Additional Driver).

You must use the Virtuo Application to lock and unlock the vehicle during your rental. If you wish, you can also use the Virtuo badge located inside the vehicle to lock and unlock the car. This is only possible once you have transferred the virtual key to the Virtuo badge, as explained in the Virtuo Application (internet access required).

By using the vehicle, you confirm that you still hold a valid driving licence (in compliance with the requirements in clause 2.2 above) and fulfil Virtuo's other membership conditions.

You are liable for any fines or penalties resulting from offences committed under the highway code or applicable law (including but not limited to parking fines, bus lane fines, speeding fines, clamping and towing fees and urban tolls/congestion charges) and any other charges you may incur while using the vehicle (together “Penalties”). You consent to us notifying the appropriate legal authorities who may levy or administer such Penalties of your personal details so that they may deal with you directly with regard to your liability for such Penalties. We may charge you an administration fee if as a result of your renting a vehicle either any such Penalties are levied on us and we have to recover the same from you, or because we spend time dealing with relevant authorities in relation to fines and penalties incurred by you.

If we receive a notice of Penalty in respect of a vehicle which is attributable to you and your rental of that vehicle, we may in our sole discretion, pay that Penalty in order to mitigate the cost of it. If we do that, you will reimburse us for the payment we make and for the administration fee we will charge for dealing with such payment.

Wherever we make a payment of the type referred to in clause 8.5 above on your behalf, we will email you a copy of the Penalty notice, notify you that we have paid it and that we intend to collect payment by way of reimbursement for the amount of the Penalty from you together with our administration fee (including VAT) from your bank card within fourteen days of the date of our email. If you do not contact us within such fourteen day period or if you admit the validity of the Penalty, we will take the cost of the Penalty and our administration fee (including VAT) on the fifteenth day following the date of our email notifying you of the Penalty.

If you contact us before the expiry of that fourteen (14) day period to say that you dispute the validity of the Penalty on legitimate grounds, we will pass on your grounds of dispute to the issuing authority of the Penalty. If the issuing authority accepts your appeal, rescinds the Penalty, confirms that the original Penalty will not apply and refunds our Penalty payment, we will not charge you. If the issuing authority rejects your appeal against payment, then we will confirm that to you and we will take the cost of the Penalty and our administration fee (including VAT) on the date of our email notifying you of the refusal to allow the appeal.

You must not smoke or allow anyone else to smoke in the vehicle.

No pets or animals are allowed in the vehicle.

Remember that another Virtuo customer will use the vehicle after you, so keep it clean and tidy.

If damage is done to the vehicle, you are responsible, and you must let us know immediately if anything happens.

If the vehicle breaks down, or there is a fault with the vehicle, you must let us know immediately. Do not arrange for your own breakdown repair service or allow any other person to service or fix the vehicle without our express permission.

If the vehicle is involved in an accident, you must fill out an incident report form (found in the glove box), then (i) take a photograph of this form and send it via the chat function in the Virtuo Application, and (ii) send the original form by post to: Virtuo Technologies Limited Colingham House, 6-12 Gladstone Road, Wimbledon, London, United Kingdom, SW19 1QT Or via email to help@govirtuo.com

If the vehicle is stolen or vandalised, please ensure that you: (i) report it to the police within a maximum of forty-eight (48) hours; and (ii) let us know immediately on +44 20 3514 1815 or at help@govirtuo.com

You must not add any equipment or accessories to the vehicle, such as roof bars and racks, and towballs for trailers and caravans.

You may only drive Virtuo vehicles in mainland UK and Northern Ireland. For any special requirements, contact the Virtuo Customer Relations Department.

You must only use the vehicle to carry passengers that do not exceed the permitted seating capacity for that vehicle.

You must not use the vehicle if you are under the influence of alcohol or any other substance which is prohibited and/or likely to affect your judgement, reduce your reaction times, impair your ability to drive and/or induce drowsiness.

Use of the vehicle is not allowed in the following cases: carrying passengers for remuneration; driving off-road or on roads which are unsuitable or in restricted areas; taking part in car races, rallies, trials or any other contests; sub-renting in any form; providing driver training; carrying out any illegal activities; towing any trailer or vehicle; transporting inflammable, corrosive, toxic, explosive, ionising or bulky objects or substances which may damage the vehicle.

Returning a vehicle

You must return the vehicle at the end of your rental period.

You must return the vehicle in a clean state reflecting ‘normal’ usage, and at least in the same condition in which you received it. If you return the vehicle in an unfit state, Virtuo reserves the right to charge you for any cleaning costs.

At the end of the rental, check the condition of the vehicle and use the Virtuo Application to report any damage that may have occurred during your rental. Each vehicle is equipped with an accelerometer that can determine the date and time when a collision may have occurred. You acknowledge and agree that Virtuo may use this information in the event that the vehicle is damaged while in your possession. If you fail to report any damage before the end of your rental period, we reserve the right to invoice you for additional charges to cover any costs, liabilities and losses incurred by Virtuo in addition to the vehicle’s physical damage.

You must park the vehicle in its dedicated space in station and city centre car parks as indicated in the Virtuo Application.

Make sure the fuel tank level is at least as high as when you started your booking. This fuel level is indicated in the Virtuo Application.

Turn off the vehicle's lights.

Remember to leave the Virtuo badge inside the vehicle, as well as all documents and equipments provided to you at the start of your rental. Lock the vehicle using your Virtuo Application. If you fail to return the Virtuo badge or the car park badge (if the car park provides one), you will be charged a penalty fee.

You must terminate your rental by pressing the rental termination button in the Virtuo Application.

Before any vehicle rented and then returned by you is rented to another user, Virtuo checks it and ensures that you have complied with the Terms and Conditions.

If you fail to return your vehicle to a designated Virtuo area (in the case of station and city centre car parks), you will be charged a penalty to cover the cost of retrieving the vehicle.

If you fail to return your vehicle by the scheduled end time of your booking, and if you have not extended your booking via the Virtuo Application, you will be charged a fixed late penalty fee, in addition to the applicable daily rental charge which will apply until you return the car. Virtuo also reserves the right to terminate a customer’s membership for this type of behavior.

If you fail to return the vehicle on the date shown in the rental agreement, and if you have not contacted us within 12 hours regarding this delayed return, Virtuo will consider the vehicle to have been unlawfully appropriated and may report this incident to the relevant local authorities. In such cases, Virtuo reserves the right to charge you an additional day’s rental for each day (or part day) that we are without the vehicle, based on the applicable rental rate for such vehicle, plus a fixed charge of forty-five pounds (£45) including VAT (and any insurance premium tax) for each day (or part day) that the vehicle was kept beyond the rental period, in addition to compensation for all costs, liabilities and losses incurred by Virtuo (including but not limited to any fines, penalties or sanctions incurred on the vehicle as a result of the demands of public administrations for the purposes of identifying the perpetrator or clarifying the circumstances relating to a breach of contractual obligations or a criminal offence). Virtuo shall also be entitled to start legal proceedings in order to seek the immediate return of the vehicle in which event you may also incur a liability for damages at law as well as for interest and legal costs associated with those proceedings.

Financial terms and conditions

Vehicle rental charges

The charges for each rental (including any applicable extra charges) will be calculated when you make the booking and will be displayed in the Virtuo Application on your smartphone or on the website before you confirm your booking.

The vehicle’s rental charge is calculated based on the requested start and end dates and times of the rental period, the day of the week, and the duration of your booking.

Rental charges will be debited from your bank card at the time of booking, and any additional charges applicable will be invoiced at the end of your rental period.

The cost of your vehicle rental covers your selected rental period, together with an allocated mileage allowance. An additional charge may be made according to the actual mileage used and/or any extension to the rental period. If you exceed your allowance, you will be charged for any additional miles. The distance travelled is calculated by the GPS system installed in the vehicle.

If you book a vehicle in a country outside mainland UK and Northern Ireland, you will still be charged and debited in the local currency and the bank which issued your bank card may charge you currency and other exchange rate conversion charges if the normal transaction currency of that card is not pounds sterling.

We request a payment pre-authorization of three hundred (£300) on your bank card when you make your booking. The booking will only be confirmed once the pre-authorization has been accepted. We will notify you if the pre-authorization is rejected by your bank.

Your rental is still considered to be in progress until: (i) you return the vehicle to its designated area; and (ii) you press the button in the Virtuo Application to terminate your rental. If this period exceeds the initially booked period, Virtuo will invoice additional charges based on the terms described in clause 10.2.

Additional charges

If you expect to return the vehicle late, you must inform us by contacting our customer service team directly or via the relevant section in the Virtuo Application. You will be charged for the cost of your rental at the rate agreed when you made the booking, plus the cost of the extended period (at the rate currently in effect) and a fixed late fee of twenty-five pounds (£25) including VAT per day.

The administration fee for us dealing with Penalties as referred to in clauses 8.4, 8.5, 8.6 and 8.7 is fifteen pounds (£15) including VAT (in addition to the amount of the corresponding Penalties).

In the event of damage caused to the vehicle, you will be charged the following:

  • all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if the total of these amounts is less than the deductible.
  • an amount equivalent to the deductible, if the repair costs, any compensation due for loss of use, and any towing costs and damage administration costs are higher than this excess deductible.
  • all repair costs, all compensation due for loss of use, and all towing costs and damage administration costs, if you do not have the insurance cover specified in the Terms and Conditions.

In the event of damage caused to the car and reported by the User when carrying out the end-of-rental inspection, Virtuo will email you, as soon as possible, an estimate of the repair costs, any compensation due for loss of use, and any towing costs. These costs will be invoiced to you within a period of seven (7) days.

Virtuo reserves the right to change the « REPAIR CHARGES SCHEDULE - APPENDIX C » rates to the actual rate when billing.

If a Virtuo operator identifies damage to the car which was not reported at the time of the end-of-rental inspection, Virtuo will email you a report on the damage identified, photographs of this damage, and an estimate of any repair costs, any compensation due for loss of use of the vehicle, and any towing costs in connection with repairing the damage identified, in addition to a damage administration charge (forty-five pounds (£45) including VAT). The total of these amounts will be invoiced to you within a period of seven (7) days.

If the vehicle is not returned with at least as much fuel as it contained at the start of your rental, you will be charged for the difference, in addition to a surcharge of twenty-five (£25) including VAT. The Virtuo Application will inform you of the fuel price per litre under the section “how does it work”.

If you exceed the mileage allowance for your rental, you will be charged for your additional mileage. The amount of this additional charge will be thirty-five pence sterling (£0.35) per additional mile.

If the vehicle is returned in an unclean state, you will be charged a flat fee to clean the vehicle.

If you leave behind any personal belongings in the vehicle and these items are recovered by Virtuo, we can arrange to deliver them to you for a net administration fee of fifteen pounds sterling (£15 including VAT), plus any delivery costs incurred. Virtuo declines all responsibility for lost and found items and any item will be discarded and/or given to a charity 60 days after the end of the rental period.

All additional charges are specified on the invoice, which will be produced at the end of your rental period and the corresponding amount will be automatically debited together with the rental charge.

Invoicing

By booking a vehicle, you undertake to pay Virtuo all charges associated with your rental (including any surcharges) and to settle any costs relating to your use of the vehicle, such as fuel and tolls.

You must inform us of any changes in respect of your bank card. If you use an invalid bank card (e.g. expired or cancelled), you acknowledge and agree that Virtuo will be entitled to cancel all corresponding rental agreements immediately and without notice.

At the end of each rental, we will debit from your account the rental charges agreed at the time of booking and any additional charges referred to in section 10.2.

We will not be liable for any surcharges, fees or additional costs that your bank may charge you.

In the event that your bank rejects the payment authorisation or your rental charge payment, we reserve the right to suspend your membership and immediately cancel any vehicle bookings that you may have made.

You can view a summary of your invoices in the relevant section in the Virtuo Application.

By making a booking and providing us with your bank card details, you authorise Virtuo to debit all charges relating to your rental, including the insurance deductible in the event of damage.

Referrals

Once a User’s account is approved, he/she will receive a referral code. The value of this referral code is indicated in the Virtuo Application and in the account approval email sent to the User.

The User may refer any friend or family member who is not already registered as a User and has not yet made their first booking (“Referred Person”). Users are invited to share their referral code with their Referred Persons, allowing them to benefit from a fixed discount on their first rental (equivalent to the value of the referral code). Once the Referred Person’s rental has started, the referring User will have the equivalent amount credited to his/her Virtuo account and can apply this credit to his/her next rental.

The referral credit applies to rental charges, excluding optional extras and insurance.

This offer is limited to ten (10) referrals per User. The referral credit expires twelve (12) months from the date when the code is used by the Referred Person.

Disclosing and sharing the referral code on public forums is strictly prohibited, including postings on promotion code websites and social media.

Virtuo reserves the right to cancel the referral credits awarded to the Referred Person and to the referring User if the Terms and Conditions are breached.

Virtuo reserves the right to suspend this referral programme at any time.

Insurance and additional protection offered by Virtuo

Except in cases of exclusion specifically provided for, you will be covered by mandatory third-party car insurance, as well as vehicle damage and theft insurance.

When you join Virtuo as a customer, you automatically accept the additional protection provided against damage caused to the vehicle while you use it. This protection is included in your rental of a vehicle. Please refer to Appendix B for details on this protection and the relevant terms and conditions.

Except in cases of exclusion specifically provided for, you will only have to pay the deductible in the event that damage is caused to the vehicle (note that the excess/deductible applies per claim, so if you are involved in several accidents during your rental period, you will have to pay the excess/deductible for each of these accidents), its equipment or its accessories, as well as in the event of theft, attempted theft or vandalism. If the cost of the damage is less than the amount of the deductible, you will only have to pay for the cost of the repairs, any compensation due for loss of use, and any towing costs and damage administration costs. The amount of the deductible depends on any additional cover you may have taken out (see Appendix B).

If you fail to comply with the Terms and Conditions and/or if the loss, damage or theft are intentional or due to negligence, you may not benefit from any insurance or cover and any insurance policy which was in place may become void or invalid, in which event you will be personally responsible for any loss or damage incurred.

During the Rental Period (and any additional period until termination), you must not use the wrong fuel or you may not benefit from any insurance or cover and any insurance policy which was in place may become void or invalid, in which event you will be personally responsible for any loss or damage incurred.

Terminating and suspending your membership

You can terminate your membership with Virtuo at any time. We will then close your account after terminating your membership. You will no longer be able to book any vehicles. If you have any booking(s) in progress when you terminate your membership, they will be cancelled under the conditions laid down in Article 5.

We can suspend your membership if you have not settled your invoices or if your bank card payment failed before or after the rental expired.

We can also suspend your membership if your driving licence does not fulfil the mandatory requirements for using our vehicles (e.g. if cancelled or suspended).

if you breach the Terms and Conditions, submit fraudulent documents and/or fail to pay the amounts due, Virtuo reserves the right to deny you access to its services, including creation of a new User account.

Protection of personal data

Collecting of personnal data

In the course of its relationship with the User, Virtuo is required to process the User's personal data to perform its obligations under these Terms and Conditions and for its own purposes. This personal data is supplied to Virtuo by the User: (i) during the registration process, and (ii) subsequently via the Virtuo Application.

This information is necessary to allow the User to access the services offered by Virtuo. In addition, they are used by Virtuo to enable it to improve the services it offers.

Data whose communication to Virtuo is mandatory are identified as such at the time of registration of the User and/or reservation of vehicle(s). In particular, the collection of location data is necessary to enable you to use the services offered by Virtuo.

The User has previously consented to the treatments described in these Terms and Conditions, (i) when registering by clicking on the create an account" button, and/or (ii) when booking the vehicle by clicking on the "reserve" button.

Unless requested or expressly agreed by the User, in strict accordance with his/her instructions, Virtuo will not process any personal data other than those described in this clause 13.

Categories of personal data

When the User registers on the Virtuo Application and the Virtuo website, Virtuo collects the User’s identification data (e.g. surname, first name, email address, country of residence, telephone number, photograph of the identity card, photograph of the driver’s licence) as well as personal data relating to his means of payment (e.g. last four (4) numbers, expiry date of the User’s bank card).

When the User reserves the vehicle, Virtuo collects information relating to the transaction (transaction number, invoices issued via the Virtuo Application and/or the Virtuo website).

We have equipped our vehicles with a GPS device so that we can provide you with round-the-clock services (for vehicle access) and protect against theft or damage. Virtuo may use this device to monitor the vehicle’s status, performance and operation and/or track the vehicle’s movements and your movements and actions in the vehicle. This information may be used both during and after the rental period. Within this framework, geolocation data can be collected. By accepting the Terms and Conditions, you explicitly agree to the use of these electronic devices.

The User is informed that video surveillance systems are installed in vehicle parking locations. These systems are operated by the person in charge of managing the parking area. Virtuo is not responsible for the processing of these data. In this context, identification data of the User may be collected (e.g. image of the User).

More generally, Virtuo collects and processes data relating to the follow-up of its commercial relationship with the User (e.g. billing address, number of reservations made), to the organisation of contests and publicity lotteries or to the realisation of loyalty actions.

Finally, when the User accesses the Virtuo website, cookies may be stored in order to collect and process information relating to the User's navigation.

Purpose of the processing

Your personal data is collected by Virtuo:
  1. for use within the Virtuo Application in connection with vehicle rentals;
  2. to carry out transactions relating to its commercial relationship with you, i.e. concerning orders, deliveries, invoices, accounting, etc;
  3. to monitor "customer relations", such as conducting satisfaction surveys;
  4. to offer you partner offers based on your choices, provided that you have expressly consented;
  5. to keep you informed of the latest news about Virtuo, notably through push notifications within the Virtuo Application, by email or by SMS;
  6. to organise competitions and lotteries for advertising purposes (provided that you will only be contacted by email if you consent to receive such emails);
  7. to compile trade statistics;
  8. to carry out commercial solicitation operations;
  9. to broadcast advertising content via the Virtuo Application;
  10. any other uses which aim to enhance the functionality of the Virtuo Application and/or any other service provided by Virtuo;
  11. to manage requests for the exercise of the rights listed in section 13.5 below;
  12. if required by applicable law.

Retention period

The personal data of the User in connection with the registration of the User or a reservation on the Virtuo website and/or the Virtuo Application (e.g. name, first name(s), email address, delivery address, billing address) are kept for a period of three (3) years from their collection.

Audience measurement statistics shall not be retained for more than thirteen (13) months.

However, at the end of the aforementioned periods, including as necessary from the User's request for deletion, her/his personal data may be the subject of an intermediate archiving so that Virtuo can meet its legal obligations of conservation:

  1. the contract concluded within the framework of a commercial relationship shall be retained for five (5) years from its conclusion;
  2. the contract concluded by electronic means for an amount equal to or greater than 120 euros shall be kept for two (2) years from its conclusion;
  3. warranty documentation for goods or services provided to the consumer will be retained for two (2) years from the date of purchase;
  4. banking documents shall be retained for five (5) years from the date of disclosure;
  5. order management records will be retained for ten (10) years;
  6. billing management records will be retained for ten (10) years.

Certain data may be archived beyond the time limits provided for (i) in the event of contentious proceedings in order to establish the reality of the facts in dispute; and/or (ii) for the purposes of investigating, establishing and prosecuting criminal offences for the sole purpose of making such data available to the judicial authority as necessary.

Archiving implies that these data are anonymized and can no longer be consulted online but are extracted and stored on an autonomous and secure medium.

Users rights

You have the right to request access, rectification, opposition, limitation, portability and/or deletion any personal data that we hold about you as well as to define directives relating to the fate of the said data after your death. To exercise any of these rights, the User may simply use the account management tool provided to him/her, or write to the following address, indicating their full name and email address: Virtuo Technologies Limited, Colingham House, 6-12 Gladstone Road, Wimbledon, London, United Kingdom, SW19 1QT. At any time, the User may access his/her personal data and update this information, or delete his/her account and any associated personal data using his/her ID and password.

Data recipients

The User also agrees that her/his data may be transmitted to and processed by any of the affiliated companies (the term "affiliated company" shall have the meaning defined in Article L 233-3 of the French Commercial Code) or any other entity if the transfer of such data is necessary for the performance of services by Virtuo.

Furthermore, the User agrees that her/his personal data may be transmitted and processed by the Virtuo partners identified in the table below.

Virtuo requires all its subcontractors and service providers to implement all necessary technical measures, on an ongoing basis, to keep the User's personal data secure and ensure the same high level of personal data protection as that required by Virtuo.

For this reason, when the entity concerned is located outside the European Union, or in a country that does not have adequate regulations within the meaning of the GDPR, Virtuo frames its contractual relationship with this entity by adopting an appropriate contractual mechanism.

In some specific circumstances, Virtuo may need to disclose your personal data, if this is required by the legal authorities. Note in particular clauses 2 and 8 of these Terms and Conditions which specifically contemplate us dealing with personal data to which you hereby consent.
Country of establishment of the recipient of the dataNature of the data providedPurpose of data communicationCategories of recipient of dataLevel of protection offered by the recipient of the data
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsGooglePrivacy shield
USAConnection data (e.g. IP address)Preparation of statisticsFacebookGeneral contract terms
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsLookerGeneral contract terms; privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsMicrosoftGeneral contract terms; privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Preparation of statisticsLogz.ioGeneral contract terms
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolAdjustPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolIntercomPrivacy shield
UEConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolBatchSubmitted to the GDPR
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).IdentificationJumioGeneral contract terms
UEIdentification data (e.g. surname, given names); financial data.PaymentStripeSubmitted to the GDPR; Privacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).SMS APISinch ; TwilioPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Marketing toolMailchimpPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Call centerAircallGeneral contract terms
UELocation dataGeolocalisationMercedesSubmitted to the GDPR
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Application development and management toolHeroku, AmazonPrivacy shield
USAConnection data (e.g. IP address), identification data (e.g. email, telephone).Application development and management toolMLabGeneral contract terms

cookies

Virtuo website uses cookies to avoid the User from inputting her/his login and password on each visit. Each User remains free to refuse cookies by configuring its internet browser.

Virtuo also uses cookies for internet audience analysis to make easier to understand the Users’ behaviour on Virtuo Website. These tools gather information and provide reports on usage statistics of Virtuo website without the Users being systematically identified by the third party who provides the cookie (e.g., Google).

Besides providing reports on usage statistics of Virtuo Website, these audience analysis methods enable to, in combination with others advertising cookies (placed by websites and/or to third party content when the User accesses to it), display more relevant advertisements on Internet.

Each User may refuse cookies placed by the Website by configuring her/his browser.

  1. For Mozilla firefox : http://support.mozilla.org/fr/kb/activer-desactiver-cookies?redirectlocale=fr&redirectslug=Activer+et+d%C3%A9sactiver+les+cookies;
  2. For Microsoft Internet Explorer : http://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies;
  3. For Chrome : https://support.google.com/chrome/answer/95647?hl=fr&hlrm=en;
  4. For Safari: http://www.apple.com/support/?path=Safari/3.0/fr/9277.html;
  5. Opera™ : http://help.opera.com/Windows/12.10/fr/notrack.html;
  6. Edge™ : https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy.

Statistical use of anonymous database

As part of its business, Virtuo collects, processes and stores statistical data relating to the use of Virtuo website and the activities of Users.

These usage data, which may be transmitted to third parties, are anonymous and do not under any circumstances make it possible to identify Internet users, even indirectly.

Changes to the Terms and Conditions

Any changes to the Terms and Conditions, as well as to rental charges and other charges, will be available for viewing on the website www.govirtuo.com and via the Virtuo Application.

By making a booking, you acknowledge that you are aware of and agree to the charges and Terms and Conditions currently in effect.

Applicable law – complaints and disputes

We want to try and resolve any complaints with you amicably. If we are unable to, you have the right to appeal to the BVRLA which is approved by the UK Government to resolve consumer disputes relating to UK vehicle rentals. See www.BVRLA.co.uk for details.

Any disputes under these Terms and Conditions will be governed by English law and will be subject to the exclusive jurisdiction of the English courts.

Digital records will be maintained in Virtuo's information systems under reasonable security conditions and will be considered as evidence of transactions, orders and payments executed via the Virtuo Application or via email.

Additional charges - Appendix A

Additional chargesFor rentral in United Kingdom in £ (incl. taxes)
Booking cancelled less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport100% of the first day's rental will be charged
Booking changed less than 3 hours before start of rental if the pickup location is in a city centre or railway station; and up to twenty-four (24) hours before your rental is due to start, if the pickup location is in an airport100% of the first day's rental will be charged
No show up to 24h after the planned pick-up time100% of the total rental amount will be charged (options and insurances included).
Vehicle returned in very dirty condition£45.00
Non respect of the prohibition of smoking in the car£150.00
Fee for Delay reported to Customer Service£25.00 per late day + rental charge
Fee for delay not reported to Customer Service£45.00 per late day + rental charge
Virtuo badge lost£10.00
Car park card lost£100.00
Total GR card lost£50.00
Vehicle returned to incorrect location£45.00
Processing of forgotten belongings£15.00 + shipping
Missing diesel fuel£1.35 per liter
Missing gasoline£1.35 per liter
Vehicle returned with less fuel than at start of rental (deviation of +/- 5% tolerated)£15.00 + per-litre fuel charge (based on price scale shown in Virtuo Application)
Flat fee for processing fines and penalties£15.00 + amount of fine
Mileage extra package£0.35 per km or miles

Additional cover - Appendix B

Limitations of liability

In the event of theft, vandalism or damage caused to the vehicle, you will be charged a deductible. If the cost of the damage is less than the amount of your deductible, you will be financially liable for the cost of the repairs, any compensation due for loss of use, and any towing costs and damage administration costs. Any damages that amount to more than your deductible will be covered by Virtuo.

We offer additional cover options which reduce or eliminate the deductible. This means that users who have taken out additional cover will see a reduction or a full waiver of the deductible that they would pay in the event of theft or damages that they are liable for:

The reasons for exclusion of application of the "Basic" protection, the "Plus" protection and the "Premium" protection

The "Basic" protection, the "Plus" protection and the "Premium" protection will be null and void (meaning you will not be able to benefit from the cover that they normally provide), in the event that one of the reasons for exclusion listed below occurs:

  1. non-compliance with one or more stipulations of the General Conditions;
  2. intentional or fraudulent misconduct in accordance with the provisions of Article L.113-1 of the French Insurance Code;
  3. serious misconduct committed by the User;
  4. gross negligence or carelessness of the User (e.g. window left open by the User);
  5. violation of the provisions of the applicable highway code;
  6. use of unsuitable fuel in the tank or any contamination of fuel;
  7. driving on an unsuitable road (e.g. driving on a beach);
  8. improper use of the vehicle (e.g. damage caused to a rim as a result of driving with a flat tyre).

The reasons for exclusion of application of the "Basic" protection, the "Plus" protection and the "Premium" protection

The "Basic" protection, the "Plus" protection and the "Premium" protection will be null and void (meaning you will not be able to benefit from the cover that they normally provide), in the event that one of the reasons for exclusion listed below occurs:

  1. non-compliance with one or more stipulations of the General Conditions;
  2. intentional or fraudulent misconduct in accordance with the provisions of Article L.113-1 of the French Insurance Code;
  3. serious misconduct committed by the User;
  4. gross negligence or carelessness of the User (e.g. window left open by the User);
  5. violation of the provisions of the applicable highway code;
  6. use of unsuitable fuel in the tank or any contamination of fuel;
  7. driving on an unsuitable road (e.g. driving on a beach);
  8. improper use of the vehicle (e.g. damage caused to a rim as a result of driving with a flat tyre).

The reasons for exclusion of application of the "Basic" protection, the "Plus" protection and the "Premium" protection

The "Basic" protection, the "Plus" protection and the "Premium" protection will be null and void (meaning you will not be able to benefit from the cover that they normally provide), in the event that one of the reasons for exclusion listed below occurs:

  1. non-compliance with one or more stipulations of the General Conditions;
  2. intentional or fraudulent misconduct in accordance with the provisions of Article L.113-1 of the French Insurance Code;
  3. serious misconduct committed by the User;
  4. gross negligence or carelessness of the User (e.g. window left open by the User);
  5. violation of the provisions of the applicable highway code;
  6. use of unsuitable fuel in the tank or any contamination of fuel;
  7. driving on an unsuitable road (e.g. driving on a beach);
  8. improper use of the vehicle (e.g. damage caused to a rim as a result of driving with a flat tyre).
InsuranceDescriptionTotal incl taxes
Basic

Third party insurance, collision and damages protection & theft protection. Excess: £1200

£0.00
Plus

Basic insurance + Windscreen, light and tyre protection Excess reduced to £400

£13.00
Premium

Plus insurance + Windscreen, light and tyre protection Excess reduced to £0

£25.00

Repair charges schedule - Appendix C

Exterior/InteriorZoneItemNature of damageTotal incl taxes
insideinsideBoot carpetdamaged£173.92
insideinsideCeiling trimdamaged£891.32
insideinsideCigarette lighterdamaged£22.00
insideinsideCigarette lightermissing£22.00
insideinsideDoor trimdamaged£945.35
insideinsideFront carpetdamaged£177.07
insideinsideFront floor carpetdamaged£67.13
insideinsideFront seat backdamaged£222.08
insideinsideFront seat cushiondamaged£223.92
insideinsideFront seat headrestdamaged£178.00
insideinsideJacket & alert trianglemissing£49.38
insideinsideKeyless Start Buttonmissing£25.15
insideinsideRear carpetdamaged£247.69
insideinsideRear seatdamaged£247.38
insideinsideRear seat backdamaged£158.31
insideinsideRear shelfdamaged£230.85
insideinsideRear shelfmissing£230.85
insideinsideRearview mirrordamaged£268.92
insideinsideSafety beltsdamaged£198.92
insideinsideSteering wheeldamaged£597.92
insideinsideSun visordamaged£55.85
insideinsideSun visormissing£55.85
insideinsideWindshield post trimdamaged£27.38
insideinsidecentral armrestdamaged£212.69
insideinsideinfotainment commandsdamaged£632.66
insideinsideinfotainment screendamaged£1,548.59
outsidefrontFront License Platedamaged£27.30
outsidefrontFront License Platereplacement£27.30
outsidefrontFront bumperdamaged£583.66
outsidefrontFront bumperreplacement£1,517.80
outsidefrontFront bumper with sensorsdamaged£583.66
outsidefrontFront bumper with sensorsreplacement£1,813.00
outsidefrontFront grilledamaged£587.46
outsidefrontFront grillereplacement£587.46
outsidefrontFront signdamaged£143.12
outsidefrontFront signreplacement£143.12
outsidefrontFront windshielddamaged£91.00
outsidefrontFront windshieldreplacement£552.74
outsidefrontHeadlightdamaged£1,236.65
outsidefrontHeadlightreplacement£1,236.65
outsidefrontHooddamaged£249.60
outsidefrontHoodreplacement£1,004.59
outsidefrontRadiator grilledamaged£79.12
outsidefrontRadiator grillereplacement£79.12
outsidefrontWindscreen wiperdamaged£52.23
outsidefrontWindscreen wiperreplacement£52.23
outsidefrontWindscreen wiper armdamaged£204.00
outsidefrontWindscreen wiper armreplacement£204.00
outsideleftDoor lockdamaged£355.08
outsideleftDoor lockreplacement£355.08
outsideleftElectrical side mirrordamaged£167.04
outsideleftElectrical side mirrorreplacement£777.40
outsideleftFront alloy wheeldamaged£150.00
outsideleftFront alloy wheelreplacement£467.00
outsideleftFront doordamaged£252.72
outsideleftFront doorreplacement£1,080.36
outsideleftFront door handledamaged£112.32
outsideleftFront door handlereplacement£128.56
outsideleftFront fenderdamaged£322.44
outsideleftFront fenderreplacement£524.36
outsideleftFront tiredamaged£294.84
outsideleftFront tirereplacement£294.84
outsideleftFront windowdamaged£119.06
outsideleftFront windowreplacement£119.06
outsideleftFuel filler doordamaged£17.30
outsideleftFuel filler doorreplacement£17.30
outsideleftGas flapdamaged£426.68
outsideleftGas flapreplacement£426.68
outsideleftRear alloy wheeldamaged£150.00
outsideleftRear alloy wheelreplacement£467.00
outsideleftRear doordamaged£368.46
outsideleftRear doorreplacement£848.04
outsideleftRear door handledamaged£112.32
outsideleftRear door handlereplacement£128.56
outsideleftRear fenderdamaged£425.84
outsideleftRear fenderreplacement£2,074.40
outsideleftRear tiredamaged£294.84
outsideleftRear tirereplacement£294.84
outsideleftRear window (big)damaged£149.22
outsideleftRear window (big)replacement£149.22
outsideleftRear window (small)damaged£190.00
outsideleftRear window (small)replacement£190.00
outsideleftSide skirtsdamaged£165.90
outsideleftSide skirtsreplacement£399.46
outsiderearRear Skirtdamaged£170.00
outsiderearRear Skirtreplacement£400.00
outsiderearRear bumperdamaged£563.38
outsiderearRear bumperreplacement£1,057.00
outsiderearRear bumper with sensorsdamaged£563.38
outsiderearRear bumper with sensorsreplacement£1,255.42
outsiderearRear hatch spoilerdamaged£224.64
outsiderearRear hatch spoilerreplacement£635.69
outsiderearRear license platedamaged£27.30
outsiderearRear license platereplacement£27.30
outsiderearRear lightdamaged£279.49
outsiderearRear lightreplacement£279.49
outsiderearRear signdamaged£143.12
outsiderearRear signreplacement£143.12
outsiderearRear window wiperdamaged£19.81
outsiderearRear window wiperreplacement£19.81
outsiderearRear windshielddamaged£455.72
outsiderearRear windshieldreplacement£455.72
outsiderearSTOP lampdamaged£113.33
outsiderearSTOP lampreplacement£113.33
outsiderearTrunkdamaged£257.45
outsiderearTrunkreplacement£1,496.86
outsiderightElectrical side mirrordamaged£167.04
outsiderightElectrical side mirrorreplacement£777.40
outsiderightFront alloy wheeldamaged£150.00
outsiderightFront alloy wheelreplacement£476.00
outsiderightFront doordamaged£252.72
outsiderightFront doorreplacement£1,080.36
outsiderightFront door handledamaged£112.32
outsiderightFront door handlereplacement£128.56
outsiderightFront fenderdamaged£322.44
outsiderightFront fenderreplacement£524.36
outsiderightFront tiredamaged£294.84
outsiderightFront tirereplacement£294.84
outsiderightFront windowdamaged£119.06
outsiderightFront windowreplacement£119.06
outsiderightRear alloy wheeldamaged£150.00
outsiderightRear alloy wheeldamaged£150.00
outsiderightRear alloy wheelreplacement£467.00
outsiderightRear doordamaged£368.46
outsiderightRear doorreplacement£848.04
outsiderightRear door handledamaged£112.32
outsiderightRear door handlereplacement£128.56
outsiderightRear fenderdamaged£425.84
outsiderightRear fenderreplacement£2,074.40
outsiderightRear tiredamaged£294.84
outsiderightRear tirereplacement£294.84
outsiderightRear window (big)damaged£149.22
outsiderightRear window (big)replacement£149.22
outsiderightRear window (small)damaged£190.00
outsiderightRear window (small)replacement£190.00
outsiderightSide skirtsdamaged£165.90
outsiderightSide skirtsreplacement£399.46
outsideRoofdamaged£526.10
outsideRoofreplacement£2,657.70
outsidevery dirty vehiclenoticed£45.00

Condiciones generales de afiliación a Virtuo y alquiler en España

Las presentes condiciones generales de Virtuo (en lo sucesivo, las «Condiciones Generales») regulan la relación entre la sociedad Virtuo Technologies Spain S.L.U., constituida bajo las leyes españolas, con C.I.F. número B67394403,inscrita en el Registro Mercantil de Barcelona al tomo 46818, hoja B-531919 , folio 163 y con domicilio social en Paseo de Gracia ,101,4º-1ª, 08008 Barcelona, España (en lo sucesivo, «Virtuo» o «nosotros») y cualquier persona válidamente registrada (en lo sucesivo, el «Usuario» o «usted») que desea utilizar la aplicación Virtuo, la cual se puede descargar gratuitamente en el App Store de Apple y en el Play Store de Android (en lo sucesivo, la «Aplicación Virtuo»).

Virtuo y el Usuario se denominan en lo sucesivo de manera individual como una «Parte» y, de manera colectiva, como las «Partes».

La afiliación del Usuario a Virtuo permite al primero disfrutar de un servicio de alquiler de vehículos en autoservicio, disponible los siete (7) días de la semana en España y en el extranjero.

Tabla de contenido

Condiciones de afiliación del Usuario

Para disfrutar de los servicios que ofrece Virtuo, el Usuario debe obligatoriamente (i) ser mayor de 21 años de edad; (ii) disponer de un permiso de conducir válido obtenido hace al menos un (1) año para ser considerado como “Conductor” en los términos de las presentes Condiciones Generales; (iii) no haber tenido más de dos (2) accidentes en los últimos tres (3) años.

El Usuario debe completar el formulario de afiliación a través de la Aplicación Virtuo y de los sitios de Virtuo rellenando los campos con datos completos y exactos. En caso de declaración incompleta o errónea, Virtuo podrá cerrare la cuenta del Usuario, de pleno derecho, sin previo aviso y sin formalidad previa. El Usuario será responsable de todas las consecuencias que puedan derivarse de esta declaración incompleta o errónea.

Para recibir las confirmaciones de sus reservas y mensajes de información relativos a sus alquileres, deberá proporcionarnos una dirección de correo electrónico y un número de teléfono móvil válidos.

En el momento de registrarse, Virtuo le pedirá al Usuario que envíe, mediante la Aplicación Virtuo, los documentos siguientes:

Copia de su permiso de conducir vigente. Deberá poseer un permiso de conducir válido en la Unión Europea (incluidos Suiza y a los países miembros del Espacio Económico Europeo durante todo el período de afiliación. “Los permisos de conducir expedidos fuera de la Unión Europea (en su caso EEE y Suiza), sólo se aceptarán si van acompañados de un Permiso Internacional de Conducir o de una traducción jurada al español del Permiso de conducir nacional.”.

Copia por ambas caras de un documento de identidad válido (por ejemplo, documento nacional de identidad, pasaporte, NIE).

Información relativa a su tarjeta bancaria (no se aceptan tarjetas de prepago o con límite, como es el caso con algunas tarjetas Maestro y Electrón).

En el momento de su registro y antes de la validación de su cuenta, se le puede pedir una segunda autenticación de su tarjeta bancaria, y también cada vez que agregue una nueva tarjeta bancaria o de crédito a su cuenta. A este respecto, se le pedirá que envíe por correo electrónico a cartes@govirtuo.com una fotografía de su tarjeta bancaria (solo el anverso), ocultando los números y mostrando sólo los datos siguientes: las 4 últimas cifras de la tarjeta, la fecha de expiración y el nombre y apellidos del titular de la tarjeta. Una vez recibida y procesada, se eliminará el correo electrónico con su fotografía.

Todos los documentos justificativos que nos proporcione el Usuario deben ser válidos en el momento de cada alquiler de vehículo y para toda la duración del alquiler. Todos estos elementos deben ser personales y mostrar su identidad tal y como se indica durante la creación de su cuenta de Usuario. El Usuario debe mantener actualizados los datos personales que ha introducido en la cuenta de usuario Virtuo en cada momento. Esto será aplicable concretamente a la dirección, correo electrónico, número de teléfono móvil, información sobre el permiso de conducir y datos bancarios y/o información de la tarjeta de débito/crédito del Usuario. Si puede demostrarse que los datos no están actualizados (por ejemplo, si no puede entregarse un correo electrónico, o el número de teléfono móvil no es el actual), Virtuo se reserva el derecho a bloquear temporalmente la cuenta de ese Usuario.

La validación de su afiliación sólo será efectiva tras la verificación de su identidad a través de la Aplicación Virtuo. Si no participara en esta verificación de identidad y/o si Virtuo no se encuentra en condiciones de verificar su identidad, su afiliación quedaría suspendida hasta confirmación de su identidad por cualquier otro medio que proponga Virtuo.

Afiliándose al servicio que ofrece Virtuo, estará reconociendo haber leído las Condiciones Generales y aceptarlas. Cada nuevo alquiler de un vehículo conllevará una reiteración de su aceptación de los términos de las Condiciones Generales. Estas condiciones se aplicarán a todos los contratos de prestación de servicios y excluirán otros términos y condiciones. La aceptación verbal de los servicios o la firma de cualquiera de los acuerdos se considerará como prueba concluyente de que el Usuario acepta estas condiciones. Virtuo podrá modificar sus términos en cualquier momento, por lo que le aconsejamos que consulte la Web o Aplicación Virtuo para informarse de cualquier cambio que pueda aplicarse a su reserva. A este respecto, usted reconoce y acepta que, en caso de incumplimiento de ciertas disposiciones de las Condiciones Generales, Virtuo puede aplicarle una penalización, cuyos importes figuran en el Anexo A («Penalización»).

Una vez validada su afiliación, podrá completar su perfil de usuario con información adicional, en especial, con una fotografía de perfil. A este respecto, usted garantiza que posee todos los derechos necesarios para subir esta información y/o imágenes a su perfil y concede a Virtuo un derecho de uso, reproducción y representación en el marco de su utilización y de la puesta a disposición de la Aplicación Virtuo, así como un derecho de comunicación pública, en el marco de cualquier acción de promoción de los servicios utilizados por Virtuo (por Internet, televisión y/o en papel). Esta autorización es gratuita y válida durante todo el periodo de su afiliación a Virtuo y cubre tanto los elementos sujetos a derechos de propiedad intelectual como los relativos a la protección de su privacidad y derechos de imagen.

Virtuo ofrece su servicio a Conductores Jóvenes para los Usuarios que sean titulares de un permiso de conducir válido desde hace un (1) año cómo mínimo y sean menores de (25) años de edad (en lo sucesivo, un «Conductor Joven»). Durante la validación de su cuenta, si el Usuario es titular de un permiso de conducir desde hace menos de un (1) año, su cuenta quedará rechazada temporalmente, para activarse sólo a partir del primer aniversario de obtención de su permiso de conducir.

El Conductor Joven está autorizado a alquilar un vehículo, siempre y cuando cumpla con los requisitos expuestos en el artículo 2.1 de las presentes Condiciones generales en España, Francia y Bélgica mediante el abono de un suplemento de veinticinco euros (25 €) por día de alquiler. El Conductor Joven no está autorizado a alquilar un vehículo y/o circular en Reino Unido.

Este suplemento se aplicará automáticamente a cualquier alquiler que concierna a uno o varios Conductores Jóvenes. Si no se abonara este suplemento, se cancelará la reserva correspondiente.

El Conductor Joven no puede disfrutar del seguro Premium

A los Conductores Jóvenes no se les permite reservar o conducir ciertos modelos de vehículos . Los Usuarios deben necesariamente ser titulares de un permiso de conducir válido desde hace al menos 1 años, conforme a los requisitos establecidos en el artículo 2.4 de las presentes Condiciones generales, para poder alquilar algunos modelos de coche.

Realizar una reserva

Para poder realizar una reserva, el Usuario deberá necesariamente estar registrado en la Aplicación Virtuo, habiendo sido previamente validado por Virtuo su permiso de conducir. El Usuario puede reservar un vehículo mediante la Aplicación Virtuo o a través de la página web www.govirtuo.com.

Debe reservar el vehículo antes de poder utilizarlo. Durante la reserva, se le ofrecerán diferentes gamas de vehículos, en función de la disponibilidad con respecto al período seleccionado, el lugar de alquiler y el lugar de regreso. Virtuo no garantiza al Usuario el alquiler de un vehículo específico (o de un modelo de vehículo en particular), pero le proporcionará un modelo al menos equivalente (confort, habitabilidad, potencia) al que ha reservado.

Puede reservar el vehículo hasta con seis (6) meses de antelación y con un máximo de diez (10) reservas simultáneas. No puede reservar dos (2) vehículos simultáneamente en las mismas franjas horarias de alquiler.

El pago del alquiler se realiza por adelantado, es decir, en el momento de confirmación de la reserva. Este pago anticipado cubre el importe de su alquiler (en función del número de días deseados y del modelo elegido), los servicios opcionales y los seguros. No están incluidos los costes adicionales que puedan surgir durante el periodo de alquiler. Se le cargará el importe indicado en la tarjeta bancaria que haya seleccionado en el momento de realización de la reserva. A continuación, recibirá un correo electrónico de confirmación de la reserva, incluyendo un recibo. Además, el importe pagado previamente se mencionará en la factura final y se deducirá del importe total que pueda faltar por pagar una vez finalizado el alquiler.

La tarjeta bancaria utilizada para hacer la reserva debe estar a nombre del titular de la cuenta y debe coincidir con el nombre que figura en el permiso de conducir. Si el Usuario utiliza una tarjeta que no está en su nombre, Virtuo se reserva el derecho de cancelar su reserva y facturar a su tarjeta de pago registrada cualquier pérdida incurrida.

Por motivos de seguridad, en el momento de confirmación de la reserva validaremos el pago mediante el sistema 3D Secure. Así, siempre que su banco tenga a disposición el protocolo 3D Secure, en el momento del pago, se le redirigirá a la página de su banco donde se le pedirá que se autentifique utilizando los datos personales previamente definidos con su banco (cada banco tiene su propio método de autenticación). Tras la validación de estos datos y la aprobación de su banco, el pago se validará y su reserva quedará confirmada. Esta autenticación es obligatoria para confirmar su reserva. A falta de una autenticación o en caso de error, su reserva podrá no figurar como confirmada. Virtuo se reserva el derecho de bloquear una cuenta tras varios intentos fallidos de autenticación en 3D Secure.

En el momento de cada reserva, el Usuario autoriza a Virtuo a verificar la validez de su tarjeta bancaria (mediante una autorización de pago por un importe de trescientos euros - 300 €) y a cobrarle el importe de cada uno de los alquileres, así como de los posibles gastos adicionales. El Usuario reconoce que se le ha informado y acepta que la autorización de pago de trescientos euros (300 €) puede figurar retenida en el saldo de la cuenta correspondiente a tarjeta bancaria y/o en el límite de crédito. Virtuo sólo cobrará el importe en cuestión en caso de daños en el vehículo y/o en caso de incidencias de pago relacionados con su alquiler. El Usuario queda informado y acepta que, por motivos técnicos, en especial, aquellos relacionados con la duración de su reserva, Virtuo puede tener que renovar la autorización de pago.

Puede utilizar la Aplicación Virtuo si desea prorrogar su contrato de alquiler, no obstante, esta prórroga estará sujeta a condiciones y disponibilidad.

Cada día de prórroga se facturará a la tarifa máxima vigente.

Recibirá una confirmación de su reserva por SMS en su teléfono móvil y/o por correo electrónico.

Fianza

Antes del inicio del periodo de alquiler, Virtuo solicitará una autorización bancaria de trescientos euros (300€), en concepto de fianza, y conforme se estipula en el artículo 3.7 anterior. Por lo tanto, es necesario que la tarjeta bancaria del Usuario sea válida en el momento de realización de la reserva y hasta la fecha prevista de fin del alquiler, y que disponga de fondos suficientes. El depósito de garantía debe hacerse con la misma tarjeta bancaria que la utilizada para el pago del alquiler. El importe de la fianza se retiene en la tarjeta bancaria del Usuario pero no se carga a la cuenta, salvo si su tarjeta es de débito.

La fianza permite congelar, al principio del período de alquiler, una cantidad de dinero en su cuenta bancaria. Este depósito tiene como fin cubrir los posibles gastos adicionales y los posibles daños incurridos durante su alquiler. Dependiendo de su entidad bancaria, este importe puede aparecer deducido de su cuenta, pero en la práctica se trata simplemente de una congelación de fondos hasta que se realice un pago final.

Unas horas antes del inicio de su periodo de alquiler, Virtuo procederá a la autorización bancaria para retener el importe de la fianza en su tarjeta bancaria. Si su banco acepta la autorización, su reserva estará confirmada. En caso de rechazo por parte de su banco, su reserva quedará pendiente. Así, dispondrá de unas horas para ponerse en contacto con su banco. Desde la Applicacón Virtuo podrá intentar de nueva la operación de bloqueo de fianza en el apartado «Estado de mi reserva». Si no se ha regularizado ni autorizado la transacción dos (2) horas antes del inicio previsto de su alquiler, éste se cancelará automáticamente.

Modificación / cancelación de una reserva

Puede modificar una reserva hasta tres (3) horas antes del inicio previsto del alquiler, sujeto a disponibilidad, ya sea directamente en la aplicación o poniéndose en contacto con el Servicio de Atención al Cliente. La modificación puede referirse a toda o parte de la reserva, en concreto, al punto de salida, las fechas de inicio y fin, los horarios, las opciones y los seguros.

Cualquier modificación de su reserva puede dar lugar a una modificación del precio, ya que la reserva se modificará en función de los precios vigentes en la fecha de modificación.

Si disfruta de una oferta promocional o de un descuento durante su reserva inicial y su modificación ya no cumple con los criterios que dan derecho a esta oferta o descuento, la promoción ya no se aplicará. En este caso, no podrá solicitarse indemnización alguna.

En el momento de confirmar la modificación de su reserva, si el nuevo importe de su reserva es:

Superior a la cantidad que ya ha pagado, tendrá que pagar el saldo correspondiente;

Inferior a la cantidad que ya ha pagado, se le reembolsará la diferencia.

Recibirá una confirmación de la modificación de su reserva por SMS y por correo electrónico, especificando las nuevas modalidades de su reserva, así como el nuevo importe total pagado.

Puede modificar su alquiler, una vez que éste haya comenzado, directamente desde la Aplicación Virtuo, para aumentar su kilometraje, hasta un máximo de quinientos kilómetros (500 km) por día y tres mil kilómetros (3.000 km) para todo el periodo de alquiler, a una tarifa de diez céntimos de euro (0,10€) por kilómetro; y/o ampliar la duración de su alquiler, según la disponibilidad y precios en vigor en el momento de la ampliación. Una vez efectuada la modificación y realizado el pago, se le enviará un correo electrónico con el recibo del pago.

Podrá cancelar su reserva de manera gratuita en los siguientes casos:

hasta tres (3) horas antes del inicio de su alquiler si éste tiene lugar en una estación Virtuo o una estación de tren de la ciudad, y

hasta veinticuatro (24) horas antes del inicio de su alquiler si éste tiene lugar en un aeropuerto.

En caso de cancelación fuera de estos plazos, se le cobrará el primer día de alquiler a menos que usted no sea responsable del incumplimiento de este plazo límite y así lo pruebe.

Virtuo dejará a la disposición del Usuario el vehículo objeto de alquiler durante las veintitrés (23) horas siguientes a la hora de inicio prevista para recoger su vehículo. Una vez finalizado este plazo, su alquiler se cancelará y se le facturarán todos los gastos incurridos por su no personación, esto es el importe total de su alquiler, inclusive cualquier opción que hubiese contratado. Asimismo, tras finalizar el citado plazo de veintitrés (23) horas, el vehículo objeto de alquiler se pondrá a disposición de otros clientes.

Puesta a disposición del vehículo

El vehículo estará a disposición del Usuario en la hora y lugar de aparcamiento elegidos por él durante el proceso de reserva. Los gastos de puesta a disposición del vehículo están incluidos en el precio del alquiler, de acuerdo con las lo expuesto a continuación o, en su caso, a ofertas comerciales.

Cuando el Usuario decida recoger el vehículo en un aparcamiento de pago, Virtuo sólo y únicamente se hará cargo de aparcar el vehículo en dicho aparcamiento. A menos que se especifique lo contrario o, en su caso, de ofertas comerciales aplicables, le corresponderá siempre al Usuario pagar todos los gastos y tarifas de estacionamiento para la puesta disposición del vehículo alquilado.

Si así lo solicitase el Usuario, Virtuo podrá contratar a sus socios transportistas para entregarle el vehículo en un punto de recogida concreto. El coste de la prestación de transporte correrá por entero a cargo del Usuario, sujeto a las siguientes estipulaciones o, en su caso, las ofertas comerciales.

A todos los efectos, le recordamos que usted es responsable del vehículo desde el momento en que Virtuo lo pone a su disposición (en su caso, desde la entrega a nuestro socio encargado del transporte del vehículo) y de conformidad con el artículo 10.13 de las presentes Condiciones generales, hasta la devolución del vehículo y comprobación de su estado por nuestro inspector.

Apertura del vehículo gracias a la Aplicación Virtuo

La apertura del vehículo reservado se realiza a través de la aplicación Virtuo. Así, es imprescindible disponer de un smartphone en funcionamiento y compatible con la Aplicación Virtuo, con conexión a Internet y dotado de la funcionalidad Bluetooth para poder alquilar un vehículo Virtuo.

El Usuario debe descargar la lleve de desbloqueo del vehículo entrando en la Aplicación Virtuo en el transcurro de las tres (3) horas previas a la hora acordada de inicio del alquiler. Para ello, necesita conexión a Internet. En su defecto, Virtuo no podrá hacerle llegar esta llave de desbloqueo y el Usuario no podrá utilizar el vehículo.

A partir de la descarga de la llave y a más tardar en el momento de recogida del vehículo (en su caso a nuestro transportista asociado y encargado del transporte del vehículo según las modalidades previstas en el artículo 6 de las presentes Condiciones generales), el Usuario recibirá su contrato de alquiler por correo electrónico y a través de la Aplicación Virtuo, incluyendo las fechas de alquiler, el kilometraje del vehículo y la cantidad de combustible en el vehículo.

Bajo ningún concepto debe el Usuario prestar su smartphone, la tarjeta NFC o permitir que un tercero utilice sus códigos de acceso a la aplicación con el fin de conducir un vehículo Virtuo. Cualquier uso a través de su cuenta en la Aplicación Virtuo se considerará como hecho por el propio Usuario y asumirá el mismo todas las responsabilidades que puedan derivarse de este uso por terceros. Queda asimismo terminantemente prohibido que el Usuario permita a terceros conducir vehículos de Virtuo si no han sido previamente registrados como “Conductores Adicionales” de conformidad con lo dispuesto en el artículo 9 de las presentes Condiciones generales, aun cuando estos terceros sean Usuarios. Por cada caso de incumplimiento, el Usuario deberá pagar una penalización contractual por importe de mil euros (1.000 €), sin perjuicio del derecho a reclamar daños adicionales. En este caso, la penalización contractual se deducirá de los daños adicionales.

En caso de pérdida o robo de su smartphone, susceptible de dar lugar a un uso no autorizado de su cuenta en la Aplicación Virtuo, debe ponerse en contacto inmediatamente con el Servicio de Atención al Cliente de Virtuo llamando al +34 902 84 88 39 o mediante correo electrónico escribiendo a help@govirtuo.com para que podamos suspender su cuenta sin demora.

Antes de poder arrancar el vehículo, primero debe realizar la inspección del vehículo. Si este presentara daños que no se hubieran indicado en la Aplicación Virtuo, debe declarar estos daños, haciendo una fotografía de la parte dañada o faltante del vehículo. De lo contrario, se le considerará responsable de estos daños y se le facturarán los posibles gastos correspondientes (véase el artículo 8.2 de las presentes Condiciones generales). Las fotografías realizadas se almacenan en la Aplicación Virtuo y se utilizarán, al final del periodo de alquiler, para determinar los daños que se produjeron mientras el vehículo estaba bajo su custodia, es decir, desde el momento de su puesta a disposición por parte de Virtuo (o de nuestro transportista asociado encargado del transporte del vehículo según las modalidades previstas en el artículo 6 de las presentes Condiciones generales).

También debe verificar la presencia y el buen estado de los documentos y los elementos del vehículo, la tarjeta NFC de Virtuo, los documentos del vehículo (copias u originales), el cable de carga del smartphone y el equipo de seguridad obligatorio.

Una vez finalizadas estas comprobaciones y verificaciones, el Usuario recibirá por correo electrónico y a través de la Aplicación Virtuo su contrato de alquiler que incluirá el reporte de inspección con los daños ya reportados, así como los eventuales daños que éste haya declarado.

Usted puede, en cualquier momento durante el periodo de alquiler, añadir los nuevos daños que puedan haber ocurrido en el vehículo, directamente en la Aplicación Virtuo desde el menú «Mis reservas» y, a continuación, seleccionando «Estado de situación». La indicación de estos nuevos daños no tendrá ningún efecto en el reporte de inspección original, el cual sólo tiene como objetivo demostrar el estado del vehículo al comienzo del período de alquiler.

Retorno anticipado / cancelación

Si el Usuario decide que ya no necesita el vehículo, puede cancelar su reserva. Para evitar que se le cobre el primer día de alquiler, tendrá que cancelar su reserva con al menos tres (3) horas de antelación si el alquiler tiene lugar en una de las estaciones de Virtuo o estaciones de tren situadas en ciudades, y al menos con veinticuatro (24) horas de antelación a la hora prevista de inicio de su alquiler si éste tiene lugar en un aeropuerto.

Siempre es posible devolver el vehículo de manera anticipada sin coste alguno. Esta devolución debe realizarse en la Zona de Devolución Virtuo acordada en el momento de la reserva (de conformidad con el artículo 11.2). Esta devolución anticipada no dará lugar a ningún reembolso o reintegro, total o parcial, del importe total del alquiler, aunque no generará al Usuario un coste suplementario.

Condiciones de uso del vehículo

El Usuario podrá añadir hasta cuatro (4) conductores más en el mismo vehículo en el marco de la misma reserva (un «Conductor Adicional»).

Una vez confirmada la reserva, el Usuario puede invitar mediante la Aplicación Virtuo a Conductores Adicionales entre los contactos de su teléfono.

Se invitará a estos conductores adicionales, por SMS y correo electrónico, a crear su cuenta en la aplicación Virtuo.

Para ser Conductor Adicional, será necesario registrarse y ser debidamente afiliado en la Aplicación Virtuo A partir de la validación de su cuenta, los Conductores Adicionales estarán autorizados a conducir el vehículo alquilado por el Usuario. Si la cuenta de los Conductores Adicionales no se ha validado o se ha rechazado al comienzo del período de alquiler, estos no aparecerán en el contrato de alquiler y no se les permitirá conducir el vehículo. En el supuesto de que condujeran Conductores Adicionales no autorizados, el Usuario asumirá todas las responsabilidades que puedan derivarse de este uso. Por cada caso de incumplimiento, será de aplicación la penalización contractual por importe de mil euros (1.000 €) prevista en el artículo 7.4 de las presentes Condiciones generales.

Si uno de los Conductores Adicionales es un Conductor Joven, se aplicará el suplemento correspondiente a la reserva en cuestión según consta en el artículo 2.9.1 de las presentes Condiciones generales.

Cualquier uso del vehículo y cualquier daño al vehículo se considerará como realizado por el Usuario que hizo la reserva, incluso cuando el vehículo haya sido utilizado por un tercero (es decir, una persona que no sea un conductor adicional).

Debe utilizar la Aplicación Virtuo para cerrar y abrir el vehículo durante el alquiler. Si lo desea, también puede utilizar la tarjeta NFC de Virtuo que se encuentra a bordo del vehículo para cerrar y abrir el coche. Esto solo es posible si se transfiere la llave virtual a la tarjeta de Virtuo tal mediante su smartphone y como viene explicado en la Aplicación Virtuo.

Utilizando el vehículo, el Usuario confirma que es titular en todo momento de un permiso de conducir válido y que cumple con las condiciones de afiliación a Virtuo. Asimismo, se compromete a llevar consigo el original de su permiso de conducir valido en todo momento durante el periodo de alquiler del vehículo.

Usted es responsable de cualquier violación por infracción del Código de Circulación español o extranjero (en especial, por estacionamiento prohibido, circulación por los carriles de autobuses, exceso de velocidad, gastos de inmovilización, tarifas de congestión) y cualquier otro gasto incurrido mientras utilizaba el vehículo.

No debe fumar ni dejar que nadie fume en el vehículo.

No se permiten mascotas en el vehículo.

Recuerde que otro cliente de Virtuo utilizará el vehículo después de usted y que, por lo tanto, debe mantenerlo limpio y ordenado. Si el vehículo se entregará en mal estado de limpieza y desordenado en el momento de su devolución, se le cobrará el gasto adicional previsto en el artículo 11.2.7 de las presentes Condiciones generales.

Si el vehículo sufre daños, usted será el responsable y deberá notificarnos inmediatamente en caso de incidente, por teléfono al +34 902 84 88 39.o mediante correo electrónico damage-es@govirtuo.com.

Si el vehículo se avería o presenta alguna anomalía, infórmenos inmediatamente. No llame a un servicio de asistencia independiente ni permita que nadie trabaje o repare el vehículo sin nuestro consentimiento expreso. La intervención en el vehículo por un tercero que no haya sido previamente autorizado por Virtuo será responsabilidad del Usuario quién deberá abonar todos los gastos generados y derivados de esta intervención.

Si el vehículo está involucrado en un accidente, debe realizar una declaración amistosa de accidente (encontrará el formulario en la guantera) y, a continuación, (i) haga una fotografía y envíela a través del chat de la Aplicación Virtuo; y (ii) envíe el original por correo a:

Virtuo Technologies SPAIN SL

Daños y Accidentes

Av. De la Catedral 6-8, 1º


 08002 Barcelona - ES

Si le robaran el vehículo o este fuera objeto de actos de vandalismo, el Usuario deberá (i) denunciarlo a la policía en un plazo máximo de cuarenta y ocho (48) horas; e (ii) informar inmediatamente a Virtuo llamando al +34 902 84 88 39. Si la policía se negara a registrar los detalles de un accidente, el Usuario informará a Virtuo este sentido por teléfono sin demora indebida y facilitará las pruebas correspondientes, en su caso. En tal circunstancia, el Usuario consultará a Virtuo sobre el modo de proceder y seguirá las instrucciones que reciba por parte de Virtuo. Esto resultará aplicable con independencia de que el accidente haya sido causado por el Usuario o por un tercero o. El Cliente solo podrá dejar el lugar del accidente unaque : (a) haya finalizado el registro de los datos del accidente por parte de la policía (o, cuando esto no sea posible, una vez que Virtuo haya sido informado al respecto de conformidad con este apartado 9.11, y (b) se hayan tomado medidas para conservar las pruebas y mitigar los daños en coordinación con Virtuo, y (c) el vehículo se haya entregado a una empresa de servicios de grúa, se haya depositado de forma segura en coordinación con Virtuo o haya sido retirado por el Usuario.

No debe añadir ningún equipamiento o accesorio al vehículo (barras para el techo, baca, bola para tirar de un remolque/caravana, etc.).

Solo está autorizado a conducir con los vehículos Virtuo en de España, en los Estados miembros de la Unión Europea, del Espacio Económico Europeo y en el Estado de la Ciudad del Vaticano, San Marino, Mónaco, Liechtenstein y Andorra, así como en todos los países en los que es válida la Carta Internacional de Seguros denominada «Carta Verde» (países cuya mención no se suprime). Para cualquier solicitud especial, póngase en contacto con el Servicio de Atención al Cliente de Virtuo.

Puede utilizar el vehículo para transportar pasajeros si no exceden el número de asientos autorizados.

No debe usar el vehículo si está bajo los efectos del alcohol o de cualquier otra sustancia prohibida y/o que pueda afectar a su juicio, disminuir sus reflejos y su capacidad de conducir y/o provocar un estado de somnolencia.

El uso del vehículo está prohibido en los casos siguientes: para el transporte de pasajeros a título oneroso; fuera de las carreteras o de las vías adaptadas a vehículos o zonas prohibidas al público; para participar en carreras automovilísticas, ralis, pruebas o cualquier otra competición; para cualquier subalquiler; para aprender a conducir; para cometer delitos y en general para cualquier fin ilícito; para remolcar cualquier remolque o vehículo; para el transporte de objetos o sustancias inflamables, corrosivas, tóxicas, explosivas, ionizantes o voluminosas que puedan dañar el vehículo. A petición de Virtuo, el Usuario deberá indicar la ubicación exacta del vehículo en cualquier momento y permitir la inspección del vehículo. Si existiera causa justificada (por ejemplo, en caso de sospecha de fraude), Virtuo podrá impedir el uso del vehículo (por ejemplo, deshabilitando a distancia el vehículo aparcado). Los vehículos deberán en todo momento aparcarse con seguridad y observancia de las condiciones del tráfico.

Devolución del vehículo

El Usuario debe devolver el vehículo a la hora acordada.

Debe devolver el vehículo en un estado de limpieza que se podría denominar como «normal» y, al menos, en el mismo estado en el que lo recibió. En caso de mal estado del vehículo en el momento de devolución, Virtuo se reserva el derecho de facturarle los gastos de limpieza conforme se establece en el artículo 11.2.7 de las presentes Condiciones generales.

En el momento de la devolución, usted debe comprobar el estado del vehículo y declarar mediante la Aplicación Virtuo, los daños sufridos por el vehículo durante el tiempo en el que lo tuvo a disposición. Cada uno de los vehículos está equipado con un acelerómetro capaz de determinar la fecha y la hora en que ocurrió un posible impacto. Virtuo estará capacitado para utilizar esta información en caso de daños en el vehículo mientras esté bajo su custodia, lo que usted reconoce y acepta. Si ústed no declarara los posibles daños al final del periodo de alquiler, Virtuo estará autorizado a facturarle un incremento para cubrir el perjuicio sufrido por Virtuo más allá de los daños materiales del vehículo.

Debe estacionar el vehículo en el lugar acordado en el momento de realización de la reserva (la «Zona de Devolución»).

Debe indicar mediante la Aplicación Virtuo el lugar exacto en el que ha estacionado el vehículo (planta/nivel, calle/pasillo y/o número de plaza).

Si el Usuario devuelve el vehículo dentro de un aparcamiento no acordado, los eventuales costes del estacionamiento correrán a su cargo, a menos que las Partes hayan previamente acordado lo contrario o, en su caso, de que conste así en las ofertas comerciales aplicables. Virtuo se limitará a recuperar el vehículo en dicho aparcamiento en su nombre y a su cargo.

En caso necesario, el Usuario puede contratar uno de nuestros transportistas asociados para llevar el vehículo al mismo lugar que donde Virtuo lo puso a su disposición. El coste de la prestación de transporte corre a cargo del Usuario, y está sujeto a las estipulaciones de las presentes Condiciones generales o, en su caso, a las ofertas comerciales aplicables.

Es obligación del Usuario devolver el vehículo con al menos al mismo nivel que el que tenía al principio de su reserva. Este nivel de combustible deberá indicarse en la Aplicación Virtuo. Si no lo hiciera, se aplicará lo previsto en el artículo 11.2.5 de las presentes Condiciones generales.

Apague las luces del vehículo.

No olvide dejar la tarjeta NFC de Virtuo en el vehículo, así como todos los documentos y equipos que se pusieron a su disposición al inicio del alquiler, y de cerrar el vehículo a través de su Aplicación Virtuo. En caso de que no devuelva la tarjeta NFC de Virtuo o la tarjeta del aparcamiento (únicamente los aparcamientos donde se proporcione esta tarjeta), se aplicará una penalización por importe de diez euros (10€) para la tarjeta NFC y cien euros (100€) para la tarjeta de parking. También debe asegurarse de poner el freno de mano, que todas las puertas y ventanas están totalmente cerradas y todas las luces apagadas.

Debe pulsar el botón de «Devolución» a través de la Aplicación Virtuo para indicar la devolución de su alquiler.

Antes de que el vehículo que usted haya usado se alquile a otro usuario, Virtuo verifica su estado general para asegurarse de que ha cumplido usted con todos los términos de las presentes Condiciones Generales.

El Usuario seguirá siendo responsable del vehículo hasta que el mismo haya sido inspeccionado por Virtuo.

En caso de devolución del vehículo fuera de una Zona de Devolución, se aplicará una penalización por importe de cuarenta y cinco euros (45€)

En caso de retraso en la devolución del vehículo tras finalizar el plazo de alquiler acordado por las Partes, y sin prórroga del alquiler realizado por usted a través de la Aplicación Virtuo, se aplicarán al Usuario penalizaciones por devolución tardía, además de la tarifa de alquiler en vigor hasta la devolución del vehículo. Virtuo también se reserva el derecho de excluir del servicio a un cliente por este tipo de comportamiento.

Además, si el vehículo no se devuelve en la fecha indicada en el contrato de alquiler y si no se ha puesto en contacto con Virtuo en un plazo de doce (12) horas a partir de la hora prevista de devolución, Virtuo se reserva el derecho de emprender acciones legales contra el Usuario infractor (incluida la presentación de una denuncia). En este caso, Virtuo se reserva el derecho de reclamarle en concepto de indemnización, el doble del importe del alquiler máximo vigente por cada día de alquiler, , el pago de una cantidad fija de ciento cincuenta euros (150€) impuestos incluidos por día que se haya retenido el vehículo más allá del período de alquiler en concepto de clausula penal, así como la indemnización de todos los daños y perjuicios sufridos por Virtuo, en especial las multas, penalizaciones y/o costes procesales.

Condiciones financieras

Gastos de alquiler del vehículo

Las tarifas de cada alquiler se calcularán en el momento de realización de la reserva (incluyendo cualquier suplemento aplicable, así como los gastos logísticos de puesta a disposición y devolución del vehículo en un aparcamiento específico) y se mostrarán a través de la Aplicación Virtuo o en el sitio web antes de la validación por su parte.

El precio del alquiler del vehículo se calcula en función de las fechas y horas de salida y retorno deseadas para el alquiler, del día de la semana y de la duración del alquiler. Los gastos de alquiler se cargarán en su tarjeta bancaria en el momento de realización de la reserva y los posibles gastos adicionales aplicables se facturarán al final del período de alquiler.

El precio de su alquiler incluye la duración prevista del alquiler con el kilometraje contratado Este precio se podrá ver incrementado según el número de kilómetros efectivamente recorridos por el Usuario cuando superen el kilometraje inicialmente contratado, y/o los gastos relacionados con cualquier prórroga del alquiler. En caso de exceso, se le facturará el número de kilómetros adicionales. La distancia recorrida se calcula en base al GPS instalado en el vehículo.

Cuando reserve un vehículo en un país que no sea en España, se le facturará y cargará en euros.

Virtuo efectúa una autorización previa de pago por un importe de trescientos euros (300€) en su tarjeta bancaria cuando hace su reserva (véase artículos 3 y 4 de las presentes Condiciones generales). La reserva sólo se confirmará cuando se haya aceptado la autorización previa. Le avisaremos si su banco rechaza la autorización previa.

El alquiler se considerará siempre en curso mientras el Usuario no haya : (i) devuelto del vehículo en la ubicación prevista y (ii) pulsado el botón en la Aplicación Virtuo para finalizar su alquiler.

Si este periodo fuera superior al periodo previsto inicialmente, Virtuo le facturará los gastos adicionales según las condiciones definidas en el artículo 11.2 de las presente Condiciones generales.

Gastos adicionales

Se le facturarán gastos administrativos por un importe de quince euros (15 €) con impuestos incluidos por la tramitación de cada infracción al vehículo en la que usted haya incurrido durante el periodo de alquiler, además del importe de las infracciones en cuestión.

En caso de daños provocados al vehículo se le facturará(n) :

  • los gastos de reparación, de la indemnización por inmovilización, de remolque, así como los posibles gastos de gestión del daño cuando la suma de estas cantidades sea inferior al importe de la franquicia.
  • el importe de la franquicia cuando los gastos de reparación, de la indemnización por inmovilización, de remolque, así como los posibles gastos de gestión del daño sean superiores a esta franquicia.
  • los gastos de reparación, de la indemnización por inmovilización de remolque, así como los posibles gastos de gestión del daño cuando no disfrute del seguro previsto por las Condiciones Generales.

En caso de daños provocados al vehículo y declarados por el Usuario en el estado de situación de fin del periodo de alquiler, Virtuo le enviará lo antes posible, por correo electrónico, una estimación de los eventuales gastos de reparación, indemnización por inmovilización y gastos de remolque, los cuales se le facturarán en un plazo de siete (7) días a contar desde la recepción de la declaración. Virtuo tiene derecho a recibir la indemnización que sea satisfecha con relación a los daños ocasionados al vehículo. Si el Usuario hubiera percibido dicho importe, deberá transferir a Virtuo sin necesidad de ser nuevamente requerido para ello.

Si un operador de Virtuo detecta daños en el vehículo que no se han declarado en la aplicación al finalizar el alquiler. Virtuo le enviará por correo electrónico una declaración de los daños observados, fotografías de estos daños, así como una estimación de los costes de reparación, los costes de inmovilización del vehículo y los posibles gastos de remolque relacionados con la reparación de los daños constatados, así como los costes de gestión de los daños (45 €). La suma de estos importes se le facturará en un plazo de siete (7) días a contar desde la recepción de la declaración.

Si el vehículo no se devuelve con al menos la misma cantidad de combustible que al inicio del periodo de alquiler, se le facturará la diferencia, así como la penalización correspondiente (véase Anexo A de las presentes Condiciones generales). El precio por litro del combustible se le comunicará a través de la Aplicación Virtuo, en la sección «¿Cómo funciona? ».

Si se supera la distancia incluida en el marco de su alquiler, se le facturará la distancia adicional recorrida. El importe del coste adicional será de veinticinco céntimos (0,25 €) por kilómetro adicional.

Si el vehículo se devuelve en mal estado de limpieza, se le facturará un importe fijo correspondiente a la limpieza de dicho vehículo.

En el caso de que se olviden objetos personales en el vehículo y si Virtuo los recupera, podrán reenviárselos a su domicilio por una tasa administrativa de diez euros (10 €) netos, con impuestos incluidos, además de los gastos de envío. Virtuo rechaza cualquier responsabilidad por los objetos encontrados y cualquiera de estos se descartará y/o donará a una asociación 60 días tras el final del período de alquiler.

Todos los gastos adicionales se mencionan en la factura que se emitirá al final del período de alquiler y el importe correspondiente se deducirá automáticamente con el precio del alquiler.

Facturación

Reservando un vehículo, se estará comprometiendo a pagar a Virtuo todos los gastos relacionados con el alquiler (incluyendo cualquier posible gasto adicional) y a asumir todos los costes relacionados con su uso del vehículo (por ejemplo, combustible, peajes).

Deberá informarnos de cualquier cambio relativo a su tarjeta bancaria. En caso de uso de una tarjeta bancaria no válida (por ejemplo, expirada, cancelada), usted reconoce y acepta que Virtuo es libre de cancelar inmediatamente y sin previo aviso todos los contratos de alquiler correspondientes.

Al fin de cada periodo de alquiler, cargaremos en su cuenta los gastos de alquiler acordados en el momento de realización de la reserva, los suplementos aplicables, incluidos, en su caso, gastos de puesta a disposición, devolución o transporte a un aparcamiento de conformidad con las modalidades previstas en el artículo 6 de las presentes Condiciones generales, así como los posibles gastos adicionales que figuran en el punto 10.2.

No seremos responsables de los recargos, gastos o costes adicionales que su entidad bancaria pueda cobrarle.

En caso de rechazo por parte de su banco de la autorización de pago, o impago del importe del alquiler, nos reservamos la posibilidad de suspender su afiliación y cancelar inmediatamente cualquier reserva de vehículo que haya realizado.

Puede consultar un resumen de sus facturas en el apartado de la Aplicación Virtuo previsto a tal efecto.

Realizando una reserva y comunicándonos la información relativa a su tarjeta bancaria, estará autorizando a Virtuo a cobrarle todos los gastos relacionados con su alquiler, incluyendo la franquicia del seguro en caso de siniestro.

Recomendar la Aplicación Virtuo e invitar amigos

Una vez validada la cuenta de usuario, éste obtendrá un código para invitar a otros usuarios a unirse a Virtuo. El valor de este código de invitación se especifica en la Aplicación Virtuo y en el correo electrónico de validación de cuenta recibido por el nuevo Usuario.

El Usuario podrá recomendar la Aplicación Virtuo e invitar a cualquier persona de su entorno que todavía no sea Usuario y que aún no haya realizado un primer alquiler (un «Amigo»). Se invita al Usuario a compartir su código de invitación con sus amigos para que puedan disfrutar de un descuento fijo, equivalente al importe del código de invitación, para su primer alquiler. Una vez el nuevo Usuario inicie un alquiler con la Aplicación Virtuo por haber sido recomendado por el Usuario habitual, este último recibirá el mismo importe en su cuenta de Virtuo, del que podrá disfrutar en su próximo alquiler.

El crédito obtenido a través de un código se aplica exclusivamente a las tarifas de alquiler, excluyendo las opciones y los seguros.

Esta oferta está limitada a diez (10) patrocinios por Usuario. El crédito obtenido a través de un patrocinio expira en un plazo de doce (12) meses a partir del uso del código por parte del Ahijado.

Queda estrictamente prohibido distribuir su código de patrocinio poniéndolo a disposición del público, incluido a través de sitios de referenciación de códigos promocionales y de las redes sociales.

Virtuo se reserva el derecho de cancelar el importe del patrocinio del Ahijado y el crédito del Usuario que lo patrocinó en caso de incumplimiento de los términos de las Condiciones Generales.

Virtuo se reserva el derecho de suspender este programa en todo momento.

Seguros y protecciones adicionales que ofrece Virtuo

Excepto en los casos de exclusión específicamente previstos, usted disfrutará del seguro automovilístico de responsabilidad civil obligatorio y de una cobertura por robo, así como por daños al vehículo. Sólo un Usuario autorizado puede beneficiarse de la cobertura de tales seguros.

Cuando se convierta en cliente de Virtuo, usted acepta automáticamente la protección adicional para los daños causados al vehículo durante su uso. Esta cobertura está incluida en su afiliación. Consulte el Anexo B para obtener más detalles y las condiciones de las protecciones.

Salvo en los casos de exclusión específicamente previstos, solo tendrá que pagar la franquicia (aplicable por siniestro, de modo que, si tienen lugar varios accidentes durante el período de alquiler, usted será responsable del importe de la franquicia tantas veces como el número de accidentes) en caso de daños ocasionados al vehículo, a su equipamiento o a sus accesorios, así como en caso de robo, tentativa de robo o vandalismo. Si los daños fueran inferiores al importe de la franquicia, usted solo tendrá que pagar el importe de la reparación, una indemnización por inmovilización, los posibles gastos de remolque y los gastos de gestión de los daños. El importe de la franquicia depende de la protección adicional que usted haya contratado (véase Anexo B).

En caso de incumplimiento de alguna de las estipulaciones de las presentes Condiciones Generales y/o si la pérdida, daño o robo fueran de naturaleza intencional, se ocasionasen de forma deliberada o se debieran a una negligencia grave, usted no disfrutará de ningún seguro o cobertura. Para obtener más información sobre las exclusiones, véase el Anexo B.

En caso de que el daño sea causado por negligencia grave, el Usuario será responsable frente a Virtuo de conformidad con la Ley de Contrato de Seguro. En caso de daños a un vehículo, la responsabilidad del Usuario se limita a la cantidad de la franquicia acordada si el vehículo se ha utilizado de acuerdo con el contrato y el daño se ha notificado sin demora injustificada. La limitación de responsabilidad a la cantidad de la franquicia acordada no se aplicará cuando el Usuario cause un daño mecánico debido a un fallo de manejo (por ejemplo, un daño en el motor como consecuencia del uso de combustible inadecuado, etc.), por negligencia grave o intencionadamente, o en caso de incumplimiento de sus obligaciones y prohibiciones.

Rescisión y suspensión de su afiliación

Si desea rescindir su afiliación a Virtuo, puede hacerlo en cualquier momento. A petición del usuario, rescindiremos su afiliación y cerraremos su cuenta. Ya no será posible hacer otras reservas de vehículos. En el caso de una o varias reservas en curso en el momento de rescisión, estas se cancelarán según las condiciones definidas en el artículo 5 de las presentes Condiciones generales.

Virtuo puede suspender su afiliación en cualquier momento en caso de que no haya pagado sus facturas o si se ha denegado el pago a través de su tarjeta bancaria antes o después del alquiler.

También pueda Virtuo suspender su afiliación si su permiso de conducir ya no cumple con las condiciones requeridas para el uso de nuestros vehículos (p. ej. cancelación, suspensión).

En caso de incumplimiento de las presentes Condiciones Generales, comunicación de documentos fraudulentos y/o incidentes de pago, Virtuo se reserva la posibilidad de denegar al Usuario el acceso a sus servicios, incluido en caso de creación de una nueva cuenta de Usuario.

Protección de los datos personales

Recopilación de los datos personales

De conformidad con la legislación española y europea en materia de protección de datos de carácter personal, en particular el Reglamento (UE) 2016/679 del Parlamento Europeo y del Consejo, de 27 de abril de 2016, relativo a la protección de las personas físicas en lo que respecta al tratamiento de datos personales y a la libre circulación de estos datos, Virtuo, en sus relaciones con el Usuario, está obligado a tratar, por su propia cuenta, los datos personales del Usuario, que (i) le fueron comunicados por éste en el momento de registro o (ii) posteriormente a través de la Aplicación Virtuo.

Esta información es necesaria para que el Usuario pueda acceder a los servicios que ofrece Virtuo. Además, Virtuo los utiliza para permitirle mejorar los servicios que ofrece.

Los datos que deben comunicarse obligatoriamente a Virtuo se identifican como tales en el momento de registro del Usuario y/o durante la reserva de vehículos. En especial, la recopilación de datos de localización es necesaria para permitirle utilizar los servicios que ofrece Virtuo.

El Usuario ha consentido previamente los tratamientos descritos en las Condiciones Generales, (i) durante su registro haciendo clic en el botón «Crear una cuenta», y/o (ii) en el momento de la reserva del vehículo haciendo clic en el botón «Reservar».

Salvo previa solicitud o con el consentimiento expreso del Usuario y en estricto cumplimiento de sus directivas, Virtuo no tratará ningún otro dato personal distinto de los descritos en este artículo 14.

Categorías de datos personales

Durante el registro del Usuario en la Aplicación Virtuo y en el sitio web de Virtuo, Virtuo recopila datos de identificación del Usuario (por ejemplo, nombre, apellidos, dirección de correo electrónico, país de residencia, número de teléfono, fotografía del carné de identidad, fotografía del permiso de conducir), así como datos personales relativos a sus métodos de pago (por ejemplo, los últimos cuatro (4) números y fecha de expiración de la tarjeta bancaria del Usuario).

Durante la reserva del vehículo por parte del Usuario, Virtuo recopila información relativa a la transacción realizada (número de transacción, facturas emitidas a través de la Aplicación Virtuo y/o del sitio web de Virtuo).

Todos los vehículos que Virtuo ofrece en alquiler están equipados con un dispositivo de geolocalización para proporcionarle servicios las veinticuatro (24) horas del día, los siete (7) días de la semana (acceso al vehículo) y para la lucha contra el robo. Así, Virtuo puede utilizar este dispositivo para supervisar el estado, el rendimiento y el funcionamiento del vehículo y/o seguir los movimientos del vehículo. Esta información puede utilizarse tanto durante como después del final del período de alquiler. En este marco, se pueden recopilar datos de geolocalización. Aceptando las Condiciones Generales, el Usuario reconoce expresamente haber dado su consentimiento explícito para el uso de estos dispositivos electrónicos.

En los lugares de estacionamiento de vehículos, se informa al Usuario de la implementación de sistemas de videoprotección operados por la persona a cargo de la gestión del aparcamiento. Virtuo no es el responsable del tratamiento de estos datos. En este marco, se podrán recopilar datos de identificación del Usuario (por ejemplo, la imagen del Usuario).

Con carácter más general, Virtuo recopila y trata datos relativos al seguimiento de su relación comercial con el Usuario (por ejemplo, dirección de facturación, número de reservas realizadas), a la organización de concursos y sorteos o incluso a la realización de acciones de fidelización.

Por último, cuando el Usuario accede al sitio web de Virtuo, pueden almacenarse cookies para recopilar y tratar información relativa a la navegación del Usuario.

Finalidad del tratamiento

Virtuo recopila los siguientes datos que le conciernen:

  1. para el uso de la Aplicación Virtuo y en el marco del alquiler de vehículos;
  2. para llevar a cabo operaciones de relación comercial con usted, es decir, relativas a pedidos, entregas, facturas, contabilidad, etc.;
  3. para realizar un seguimiento de la «relación con el cliente», como la realización de encuestas de satisfacción;
  4. para ofrecerle ofertas de socios, siempre y cuando usted haya dado su consentimiento expreso;
  5. para mantenerle informado de las últimas noticias sobre Virtuo, en especial, a través de notificaciones push en la Aplicación Virtuo, por correo electrónico o por SMS;
  6. para elaborar estadísticas comerciales;
  7. para la organización de concursos y sorteos publicitarios;
  8. para la difusión de contenidos publicitarios a través de la aplicación Virtuo;
  9. para cualquier otro uso que permita mejorar el funcionamiento de la Aplicación Virtuo y/o cualquier otro servicio proporcionado por Virtuo;
  10. para gestionar las solicitudes de ejercicio de los derechos enumerados en el artículo 13.5 a continuación;
  11. para gestionar los impagos y los litigios.

Duración de la conservación

Los datos personales del Usuario en relación con el registro o una reserva en el sitio web de Virtuo y/o en la Aplicación Virtuo (por ejemplo, nombre, apellido(s), dirección de correo electrónico, dirección de entrega, dirección de facturación) se conservan durante un período de tres (3) años a partir de la fecha de su recopilación.

Las estadísticas de medición de audiencias no se conservarán durante más de trece (13) meses.

No obstante, una vez transcurridos los plazos mencionados anteriormente, incluyendo, en su caso, haber tenido en cuenta la solicitud de supresión del Usuario, sus datos personales podrán ser objeto de un archivado intermedio para que Virtuo pueda cumplir con sus obligaciones legales de conservación:

  1. el contrato celebrado en el marco de una relación comercial se conservará durante cinco (5) años a partir de su celebración;
  2. el contrato celebrado electrónicamente por un importe igual o superior a ciento veinte euros (120€) se conservará durante dos (2) años a partir de su celebración;
  3. los documentos relativos a la garantía de los bienes o los servicios suministrados al consumidor se conservarán durante dos (2) años a partir de la fecha de su suscripción;
  4. los documentos bancarios se conservarán durante cinco (5) años a partir de la fecha de su comunicación;
  5. los documentos relativos a la gestión de pedidos se conservarán durante diez (10) años;
  6. los documentos relativos a la gestión de la facturación se conservarán durante diez (10) años.

En caso de procedimiento contencioso, toda la información, documentos y archivos que contengan los datos personales del Usuario que puedan demostrar los hechos litigiosos podrán conservarse durante todo el procedimiento, incluso durante un período superior al indicado anteriormente.

Algunos datos pueden archivarse más allá de los periodos previstos a efectos de investigación, constatación y enjuiciamiento de delitos penales con el único fin de permitir, en su caso, la puesta a disposición de estos datos a la autoridad judicial.

El archivado implica que estos datos sean anonimizados y que ya no puedan consultarse en línea, sino que se extraen y almacenan en un soporte autónomo y seguro.

Derechos de los Usuarios

Usted dispone de un derecho de acceso, rectificación, limitación, portabilidad y/o supresión de los datos personales que le conciernen en nuestro poder, así como de definir las directivas relativas al destino de dichos datos tras su fallecimiento. Para ejercer uno de sus derechos, el Usuario tan solo tiene que utilizar la herramienta de gestión de la cuenta que se le ofrece o escribir a la dirección siguiente Virtuo Technologies Spain S.L. – Av. De la Catedral 6/8, 08002 Barcelona (España), indicando su nombre y apellidos y su dirección de correo electrónico. En cualquier momento, el Usuario podrá acceder a sus datos personales y actualizarlos, o suprimir su cuenta y la información personal adjunta mediante su nombre de usuario y contraseña.

Destinatarios de los datos

El Usuario también acepta que sus datos puedan transmitirse y tratarse por cualquier tercero si la transferencia de estos datos fuera necesaria para que Virtuo pueda prestar los servicios. Estos terceros serán considerados encargados del tratamiento, por ello, los datos de los Usuarios serán tratados bajo instrucciones estrictas únicamente con el objetivo de cumplir los servicios contratados. En ningún momento dichas compañías tomarán posesión de los datos personales de los Usuarios, no estando autorizadas para usarlos para sus propios fines. En todo caso, sus datos serán tratados siempre dentro de la Unión Europea.

Además, el Usuario acepta que sus datos personales puedan transmitirse a y tratarse por los colaboradores de Virtuo identificados en la tabla siguiente.

Virtuo exige a todos sus subcontratistas y proveedores de servicios que implementen las medidas técnicas necesarias, de forma continuada, para almacenar los datos personales del Usuario de manera segura y para garantizar el mismo alto nivel de protección de los datos personales que el que exige Virtuo.

A este respecto, cuando la entidad en cuestión se encuentre situada fuera de la Unión Europea o en un país que no disponga de una normativa adecuada según el GDPR, Virtuo enmarcará su relación contractual con esta entidad mediante la adopción de un acuerdo contractual apropiado.

País de establecimiento del destinatario de los datosNaturaleza de los datos comunicadosFinalidad de la comunicación de los datosCategorías de destinatarios de los datosNivel de protección proporcionado por el destinatario de los datos
USADatos de conexión (p. ej., dirección IP). datos de identificación (p. ej., correo electrónico, teléfono).Realización de estadísticasGooglePrivacy shield
USADatos de conexión (p. ej., dirección IP).Realización de estadísticasFacebookClauses contractuelles standard
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Realización de estadísticasLookerCláusulas contractuales tipo ; privacy shield
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Realización de estadísticasMicrosoftCláusulas contractuales tipo ; privacy shield
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Realización de estadísticasLogz.ioCondiciones generales de contratación
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Herramienta de marketingAdjustPrivacy shield
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Herramienta de marketingIntercomPrivacy shield
UEDatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Herramienta de marketingBatchSujeto al GDPR
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).IdentificaciónJumioCláusulas contractuales tipo
UEDatos de identificación (p. ej., apellidos, nombres); datos financierospagoStripeSujeto al GDPR ; Privacy shield
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).SMS APISinch ; TwilioPrivacy shield
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Herramienta de marketingMailchimpPrivacy shield
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Centro de llamadasAircallCondiciones generales de contratación
UEDatos de localizaciónGeolocalizaciónMercedesSujeto al GDPR
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Herramienta de desarrollo y gestión de la aplicaciónHeroku, AmazonPrivacy shield
USADatos de identificación (p. ej., apellidos, nombres); Datos de conexión (p. ej., dirección IP).Herramienta de desarrollo y gestión de la aplicaciónMLabCondiciones generales de contratación

Cookies

El sitio web de Virtuo utiliza cookies para evitar que los Usuarios tenga que introducir su nombre de usuario y contraseña en cada visita y para facilitar los intercambios.

Virtuo también utiliza cookies de análisis de audiencia de Internet que le permiten comprender mejor el comportamiento de sus usuarios. Estas herramientas recopilan información y generan informes sobre las estadísticas de uso del sitio web de Virtuo sin que se identifique necesariamente de manera personal a cada uno de los usuarios por el tercero que proporciona esta cookie (por ejemplo, Google).

Además de generar informes sobre las estadísticas de uso del sitio web de Virtuo, estas cookies de análisis de audiencia también permiten, en combinación con otras cookies publicitarias determinadas (colocadas por sitios y/o contenidos de terceros cuando el Usuario accede a ellos), mostrar anuncios más relevantes en la web.

Cada usuario tiene la posibilidad de rechazar las cookies configurando su navegador web:

  1. Internet Explorer™ : http://windows.microsoft.com/fr-fr/internet-explorer/use-tracking-protection#ie=ie-11
  2. Safari™ : http://support.apple.com/kb/PH11952 ;
  3. Chrome™: https://support.google.com/chrome/answer/114836? ;
  4. Firefox™: https://support.mozilla.org/fr/kb/comment-activer-option-ne-pas-pister ;
  5. Opera™: http://help.opera.com/Windows/12.10/fr/notrack.html ;
  6. Edge™: https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy.

Uso estadístico de datos anónimos

En el marco de su actividad, Virtuo recopila, trata y almacena datos estadísticos relativos al uso del sitio de Virtuo y relativos a las actividades de los Usuarios.

Estos datos de uso, los cuales pueden transmitirse a terceros, son anónimos y no permiten en ningún caso identificar a los usuarios de Internet, ni siquiera de manera indirecta.

Modificaciones de las Condiciones Generales

Cualquier modificación de las presentes Condiciones Generales, así como de las tarifas de alquiler y otros gastos, estará disponible en www.govirtuo.com y a través de la Aplicación Virtuo.

Realizando una reserva, usted reconoce haber consultado las tarifas vigentes y las Condiciones Generales aplicables en dicho momento y aceptarlas.

Acuerdo de prueba - Legislación aplicable - Litigios

Cualquier litigio que no se haya resuelto de forma amistosa se regirá por la legislación española vigente durante el periodo del alquiler y estará sujeto a la jurisdicción no exclusiva de los tribunales de Barcelona.

Los registros informatizados se almacenarán en los sistemas informáticos de Virtuo bajo condiciones razonables de seguridad y se considerarán como las pruebas de los intercambios, de los pedidos y de los pagos realizados en la Aplicación Virtuo o por correo electrónico.

Gastos adicionales - Anexo A

Gastos adicionalesPara los alquileres en España en € (impuestos incluidos)
Reserva cancelada menos de 3 horas antes de la salidaFacturación del 100 % del primer día de alquiler
Modificación menos de 3 horas antes de la salidaFacturación del 100 % del primer día de alquiler
No personarse para la recogida del vehículo hasta 24 horas después de la hora prevista de alquilerFacturación del primer día de alquiler
Vehicle returned in very dirty condition€25.00
Non respect of the prohibition of smoking in the car€50.00
Fee for Delay reported to Customer Service€25.00 per late day + rental charge
Fee for delay not reported to Customer Service€50.00 per late day + rental charge
Virtuo badge lost€10.00
Car park card lost€10.00
Total GR card lost€10.00
Vehicle returned to incorrect location€45.00
Processing of forgotten belongings€10.00 + shipping
Missing diesel fuel€1.50 per liter
Missing gasoline€1.60 per liter
Vehicle returned with less fuel than at start of rental (deviation of +/- 5% tolerated)€15.00 + per-litre fuel charge (based on price scale shown in Virtuo Application)
Flat fee for processing fines and penalties€15.00 + amount of fine
Mileage extra package€0.25 per km or miles

Protección adicional - Anexo B

Limitaciones de responsabilidad

En caso de robo, vandalismo o daños al vehículo, se le facturará una franquicia por cada siniestro. Si los daños fueran inferiores al importe de la franquicia, usted será responsable económicamente del importe de la reparación, de una indemnización de inmovilización, de los posibles gastos de remolque, así como de los gastos de gestión de los daños. Virtuo se hará cargo de cualquier daño superior a la franquicia.

Nuestra oferta de protección adicional consiste en un reembolso parcial o total de la franquicia. En esencia, aquellos suscritos al suplemento «protección adicional», verán su nivel de franquicia reducido de manera parcial o total en caso de daño responsable o robo:

SeguroDescripción del seguro€ con impuestos incl. Por día de alquiler
Basic

Third party insurance, collision and damages protection & theft protection. Excess: €1000

€0.00
Plus

Basic insurance + Windscreen, light and tires protection Excess reduced to €350

€13.00
Premium

Plus insurance + Windscreen, light and tires protection Excess reduced to €0

€26.00

Motivos de exclusión de la aplicación de la protección «Básica», de la protección «Plus» y de la protección «Premium»

La protección «Básica», la protección «Plus» y la protección «Premium» serán nulas y carentes de valor (por lo que no podrá disfrutar de las coberturas que éstas ofrecen normalmente en caso de uno de las siguientes situaciones de exclusión):

  1. el incumplimiento de una o varias disposiciones de las Condiciones Generales;
  2. falta grave por parte del Usuario;
  3. negligencia o imprudencia del Usuario (por ejemplo, ventana dejada abierta por el Usuario);
  4. uso de combustible inadecuado en el depósito o contaminación del combustible de cualquier forma;
  5. conducir por una carretera inadecuada (por ejemplo, por una playa);
  6. uso indebido del vehículo (por ejemplo, daños en una llanta como resultado de la conducción con un neumático desinflado;
  7. los daños causados intencionadamente por el Tomador/Conductor salvo los que se hayan ocasionado en estado de necesidad. Es decir, cuando se haya causado el siniestro para evitar un perjuicio igual o mayor propio o de un tercero;
  8. Cuando el Conductor se encuentre en estado de embriaguez o bajo la influencia de drogas, tóxicos o estupefacientes. O cuando la prueba de alcoholemia practicada después de un siniestro indique una tasa superior a la permitida para cada tipo de vehículo.
  9. Cuando el conductor carezca del correspondiente permiso de conducir o haya quebrantado la sanción de anulación o retirada del mismo
  10. Cuando conductor hubiese infringido las disposiciones reglamentarias en cuanto a requisitos y número de personas transportadas, peso o medida de la carga, y la infracción haya sido la causa determinante del accidente.
  11. La participación del vehículo en carreras, manifestaciones deportivas, entrenamientos, autorizados o no.

Baremo de reparaciones - Anexo C

Exterior/interiorZonaElementoTipo de daño€ con impuestos
insideinsideBoot carpetdamaged€173.92
insideinsideCeiling trimdamaged€891.32
insideinsideCigarette lighterdamaged€22.00
insideinsideCigarette lightermissing€22.00
insideinsideDoor trimdamaged€945.35
insideinsideFront carpetdamaged€177.07
insideinsideFront floor carpetdamaged€67.13
insideinsideFront seat backdamaged€222.08
insideinsideFront seat cushiondamaged€223.92
insideinsideFront seat headrestdamaged€178.00
insideinsideJacket & alert trianglemissing€49.38
insideinsideKeyless Start Buttonmissing€25.15
insideinsideRear carpetdamaged€247.69
insideinsideRear seatdamaged€247.38
insideinsideRear seat backdamaged€158.31
insideinsideRear shelfdamaged€230.85
insideinsideRear shelfmissing€230.85
insideinsideRearview mirrordamaged€268.92
insideinsideSafety beltsdamaged€198.92
insideinsideSteering wheeldamaged€597.92
insideinsideSun visordamaged€55.85
insideinsideSun visormissing€55.85
insideinsideWindshield post trimdamaged€27.38
insideinsidecentral armrestdamaged€212.69
insideinsideinfotainment commandsdamaged€632.66
insideinsideinfotainment screendamaged€1,548.59
outsidefrontFront License Platedamaged€27.30
outsidefrontFront License Platereplacement€27.30
outsidefrontFront bumperdamaged€583.66
outsidefrontFront bumperreplacement€1,517.80
outsidefrontFront bumper with sensorsdamaged€583.66
outsidefrontFront bumper with sensorsreplacement€1,813.00
outsidefrontFront grilledamaged€587.46
outsidefrontFront grillereplacement€587.46
outsidefrontFront signdamaged€143.12
outsidefrontFront signreplacement€143.12
outsidefrontFront windshielddamaged€91.00
outsidefrontFront windshieldreplacement€552.74
outsidefrontHeadlightdamaged€1,236.65
outsidefrontHeadlightreplacement€1,236.65
outsidefrontHooddamaged€249.60
outsidefrontHoodreplacement€1,004.59
outsidefrontRadiator grilledamaged€79.12
outsidefrontRadiator grillereplacement€79.12
outsidefrontWindscreen wiperdamaged€52.23
outsidefrontWindscreen wiperreplacement€52.23
outsidefrontWindscreen wiper armdamaged€204.00
outsidefrontWindscreen wiper armreplacement€204.00
outsideleftDoor lockdamaged€355.08
outsideleftDoor lockreplacement€355.08
outsideleftElectrical side mirrordamaged€167.04
outsideleftElectrical side mirrorreplacement€777.40
outsideleftFront alloy wheeldamaged€150.00
outsideleftFront alloy wheelreplacement€467.00
outsideleftFront doordamaged€252.72
outsideleftFront doorreplacement€1,080.36
outsideleftFront door handledamaged€112.32
outsideleftFront door handlereplacement€128.56
outsideleftFront fenderdamaged€322.44
outsideleftFront fenderreplacement€524.36
outsideleftFront tiredamaged€294.84
outsideleftFront tirereplacement€294.84
outsideleftFront windowdamaged€119.06
outsideleftFront windowreplacement€119.06
outsideleftFuel filler doordamaged€17.30
outsideleftFuel filler doorreplacement€17.30
outsideleftGas flapdamaged€426.68
outsideleftGas flapreplacement€426.68
outsideleftRear alloy wheeldamaged€150.00
outsideleftRear alloy wheelreplacement€467.00
outsideleftRear doordamaged€368.46
outsideleftRear doorreplacement€848.04
outsideleftRear door handledamaged€112.32
outsideleftRear door handlereplacement€128.56
outsideleftRear fenderdamaged€425.84
outsideleftRear fenderreplacement€2,074.40
outsideleftRear tiredamaged€294.84
outsideleftRear tirereplacement€294.84
outsideleftRear window (big)damaged€149.22
outsideleftRear window (big)replacement€149.22
outsideleftRear window (small)damaged€190.00
outsideleftRear window (small)replacement€190.00
outsideleftSide skirtsdamaged€165.90
outsideleftSide skirtsreplacement€399.46
outsiderearRear Skirtdamaged€170.00
outsiderearRear Skirtreplacement€400.00
outsiderearRear bumperdamaged€563.38
outsiderearRear bumperreplacement€1,057.00
outsiderearRear bumper with sensorsdamaged€563.38
outsiderearRear bumper with sensorsreplacement€1,255.42
outsiderearRear hatch spoilerdamaged€224.64
outsiderearRear hatch spoilerreplacement€635.69
outsiderearRear license platedamaged€27.30
outsiderearRear license platereplacement€27.30
outsiderearRear lightdamaged€279.49
outsiderearRear lightreplacement€279.49
outsiderearRear signdamaged€143.12
outsiderearRear signreplacement€143.12
outsiderearRear window wiperdamaged€19.81
outsiderearRear window wiperreplacement€19.81
outsiderearRear windshielddamaged€455.72
outsiderearRear windshieldreplacement€455.72
outsiderearSTOP lampdamaged€113.33
outsiderearSTOP lampreplacement€113.33
outsiderearTrunkdamaged€257.45
outsiderearTrunkreplacement€1,496.86
outsiderightElectrical side mirrordamaged€167.04
outsiderightElectrical side mirrorreplacement€777.40
outsiderightFront alloy wheeldamaged€150.00
outsiderightFront alloy wheelreplacement€476.00
outsiderightFront doordamaged€252.72
outsiderightFront doorreplacement€1,080.36
outsiderightFront door handledamaged€112.32
outsiderightFront door handlereplacement€128.56
outsiderightFront fenderdamaged€322.44
outsiderightFront fenderreplacement€524.36
outsiderightFront tiredamaged€294.84
outsiderightFront tirereplacement€294.84
outsiderightFront windowdamaged€119.06
outsiderightFront windowreplacement€119.06
outsiderightRear alloy wheeldamaged€150.00
outsiderightRear alloy wheeldamaged€150.00
outsiderightRear alloy wheelreplacement€467.00
outsiderightRear doordamaged€368.46
outsiderightRear doorreplacement€848.04
outsiderightRear door handledamaged€112.32
outsiderightRear door handlereplacement€128.56
outsiderightRear fenderdamaged€425.84
outsiderightRear fenderreplacement€2,074.40
outsiderightRear tiredamaged€294.84
outsiderightRear tirereplacement€294.84
outsiderightRear window (big)damaged€149.22
outsiderightRear window (big)replacement€149.22
outsiderightRear window (small)damaged€190.00
outsiderightRear window (small)replacement€190.00
outsiderightSide skirtsdamaged€165.90
outsiderightSide skirtsreplacement€399.46
outsideRoofdamaged€526.10
outsideRoofreplacement€2,657.70
outsidevery dirty vehiclenoticed€45.00