|Additional charges||For 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 airport||100% 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 airport||100% of the first day's rental will be charged|
|No show up to 24h after the planned pick-up time||100% of the total rental amount will be charged (options and insurances included).|
|Fee for delay not reported to Customer Service||€150.00 per late day + rental charge|
|Non respect of the prohibition of smoking in the car||€150.00|
|Virtuo badge lost||€10.00|
|Vehicle returned in very dirty condition||€45.00|
|Flat fee for processing fines and penalties||€15.00 + amount of fine|
|Fee for Delay reported to Customer Service||€25.00 per late day + rental charge|
|Missing gasoline||€1.80 per liter|
|Car park card lost||€100.00|
|Total GR card lost||€10.00|
|Processing of forgotten belongings||€10.00 + shipping|
|Mileage extra package||€0.25 per km or miles|
|Missing diesel fuel||€1.63 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)|
|Vehicle returned to incorrect location||€45.00|
|Prepaid fine processing fees||€25.00 + Amount of fine|
|TfL charge admin fee||€12.00|
|Electric vehicle returned with less than 10% charge||€15.00|
|Electric charging badge lost||€10.00|
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 300 359,11 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
- Article 1 Contents
- Article 2 Your membership
- Article 3 Making a booking
- Article 4 Security deposit
- Article 5 Changing or cancelling a booking
- Article 6 Picking up your vehicle
- Article 7 Unlocking a vehicle using the Virtuo
- Article 8 Early return/Cancellation
- Article 9 Terms and conditions of vehicle use
- Article 10 Returning a vehicle
- Article 11 Financial terms and conditions
- Article 12 Insurance and additional protections offered by Virtuo
- Article 13 Terminating and suspending your membership
- Article 14 Protection of personal data
- Article 15 Changes to the Terms and Conditions
- Article 16 Agreement on evidence – Applicable law – Disputes
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.
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. Virtuo reserves the right to limit the access of certain vehicle models to Young Drivers. Notably, the BMW X1 vehicle model cannot be rented by Young Drivers.
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.
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 full 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.
Booking duration can not exceed 28 days.
Before your booking starts, Virtuo will request a payment pre-authorisation from your bank to cover the security deposit. Tha amount of the security deposit depends on the chosen vehicle model. 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 500 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 firstname.lastname@example.org 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.
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) that gives details of the circumstances and third party involved and upload a photograph of this form as part of the in-app accident process (found in the Virtuo app) within two (2) hours from the accident. Failing to provide such details in time, Virtuo reserves the right to charge you for any damage to the vehicle, as listed in Appendix B.
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. A margin of thirty (30) minutes from your end of rental time is tolerated. Outside of this slot, restitution fees may apply.
You must return the vehicle in a clean state reflecting ‘normal’ usage. If you return the vehicle in an unfit state, Virtuo reserves the right to charge you for cleaning costs as detailed in Appendix A ('Additional Charges').
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.
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.
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.
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.
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 our mandatory Third-Party Liability car insurance, including a cover for vehicle damage, theft and fire, as well as a personal protection for the driver and all passengers, for the whole duration of your rental. In case of damages caused to the vehicle or of the theft of the vehicle during your rental period, you will be liable for the amount of repair costs, up to the excess level set depending on the chosen vehicle model.
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.
The excess set depending on the chosen vehicle model corresponds to the maximum amount of repair costs which will remain at your expense, in case of damage incurred to the vehicle, its equipments and accessories, as well as in case of theft or vandalism. This excess applies per damage, so if you are involved in several accidents during your rental period, you will have to pay the excess for each of these accidents. Subject to complying with the terms and conditions for membership and rental, you will only have to pay the excess in the event that damage is caused to the vehicle. If the cost of the damages is less than the amount of the excess, 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 excess depends on any optional protection cover you may have taken out (see 12.5). The amount of excess applicable to your rental is indicated in your rental contract.
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 beyond the compulsory Third Party Liability, and will be liable for all amounts of damage repair costs to the vehicle. For detailed information regarding exclusions conditions, please refer to Appendix B.
The optional covers Plus Protection, Tyre Protection and Premium Protection offer the possibility to reduce the amount remaining at your expense in case of damage (the excess): The purchase of Plus Protection reduces the maximum amount of damage repair costs at your expense per claim. The reduced amount of Plus Protection depends on the chosen vehicle model and is indicated in your rental contract if you have selected this option ; The purchase of Tyre Protection reduces the maximum amount of damage repair costs at your expense to 0€ for damages affecting tyres / alloys only (including kerbing, puncture and pot hole damage) ; The purchase of Premium Protection reduces the maximum amount of damage repair costs at your expense to 0€ per claim. The Premium Protection includes the Tyre Protection.
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:
- for use within the Virtuo Application in connection with vehicle rentals;
- to carry out transactions relating to its commercial relationship with you, i.e. concerning orders, deliveries, invoices, accounting, etc;
- to monitor "customer relations", such as conducting satisfaction surveys;
- to offer you partner offers based on your choices, provided that you have expressly consented;
- to keep you informed of the latest news about Virtuo, notably through push notifications within the Virtuo Application, by email or by SMS;
- to organise competitions and lotteries for advertising purposes (provided that you will only be contacted by email if you consent to receive such emails);
- to compile trade statistics;
- to carry out commercial solicitation operations;
- to broadcast advertising content via the Virtuo Application;
- any other uses which aim to enhance the functionality of the Virtuo Application and/or any other service provided by Virtuo;
- to manage requests for the exercise of the rights listed in section 13.5 below;
- if required by applicable law.
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:
- the contract concluded within the framework of a commercial relationship shall be retained for five (5) years from its conclusion;
- 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;
- warranty documentation for goods or services provided to the consumer will be retained for two (2) years from the date of purchase;
- banking documents shall be retained for five (5) years from the date of disclosure;
- order management records will be retained for ten (10) years;
- 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.
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.
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 data||Nature of the data provided||Purpose of data communication||Categories of recipient of data||Level of protection offered by the recipient of the data|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Privacy shield|
|USA||Connection data (e.g. IP address)||Preparation of statistics||General contract terms|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Looker||General contract terms; privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Microsoft||General contract terms; privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Preparation of statistics||Logz.io||General contract terms|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Marketing tool||Intercom||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Identification||Jumio||General contract terms|
|UE||Identification data (e.g. surname, given names); financial data.||Payment||Stripe||Submitted to the GDPR; Privacy shield|
|UE||Connection data (e.g. IP address), identification data (e.g. email, telephone).||SMS API||SMSmode ; Infobip ; Twilio||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Marketing tool||Mailchimp||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Call center||Aircall||General contract terms|
|UE||Location data||Geolocalisation||Mercedes||Submitted to the GDPR|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||Heroku, Amazon||Privacy shield|
|USA||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||MongoDB||General contract terms|
|EU||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||GetQuanty||Submitted to the GDPR|
|EU||Connection data (e.g. IP address), identification data (e.g. email, telephone).||Application development and management tool||AirPlus (Lufthansa AirPlus Servicekarten GmbH)||Submitted to the GDPR|
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.
- For Mozilla firefox : http://support.mozilla.org/fr/kb/activer-desactiver-cookies?redirectlocale=fr&redirectslug=Activer+et+d%C3%A9sactiver+les+cookies;
- For Microsoft Internet Explorer : http://windows.microsoft.com/fr-FR/windows-vista/Block-or-allow-cookies;
- For Chrome : https://support.google.com/chrome/answer/95647?hl=fr&hlrm=en;
- For Safari: http://www.apple.com/support/?path=Safari/3.0/fr/9277.html;
- Opera™ : http://help.opera.com/Windows/12.10/fr/notrack.html;
- 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 cover - Appendix B
The reasons for exclusion of application of the "Basic" protection, the "Plus" protection and the "Premium" protection
In case of damages occured to the vehicle during your rental and in the following listed cases of exclusion, you will not benefit of any other cover than the compulsory Third Party Liability Insurance, and will be liable for all damage repair costs. The covers linked to the optional Protections (Plus, Tyre, Premium) which you may have purchased will not apply. The damage liability limitation exclusions cases are listed hereafter:
- non-compliance with one or more stipulations of the General Conditions;
- intentional or fraudulent misconduct in accordance with the provisions of Article L.113-1 of the French Insurance Code as well as non-compliance with any applicable law and local traffic regulation when you are driving the Vehicle;
- serious misconduct committed by the User;
- gross negligence or carelessness of the User (e.g. window left open by the User);
- violation of the provisions of the applicable highway code;
- use of unsuitable fuel in the tank or any contamination of fuel;
- driving on an unsuitable road (e.g. driving on a beach);
- improper use of the vehicle (e.g. damage caused to a rim as a result of driving with a flat tyre);
- failure to provide details and documents about the circumstances of the accident;
- person driving the vehicle not registered in the rental contract (neither as main nor as additional driver).
Repair charges schedule - Appendix C
|Exterior/Interior||Zone||Item||Nature of damage||Total incl taxes|
|inside||inside||Electric charging cable||damaged||€1,500.00|
|inside||inside||Electric charging cable||missing||€1,500.00|
|inside||inside||Front floor carpet||damaged||€72.72|
|inside||inside||Front seat back||damaged||€240.59|
|inside||inside||Front seat cushion||damaged||€242.58|
|inside||inside||Front seat headrest||damaged||€250.00|
|inside||inside||Jacket & alert triangle||missing||€53.50|
|inside||inside||Keyless Start Button||missing||€20.96|
|inside||inside||Rear seat back||damaged||€171.51|
|inside||inside||Windshield post trim||damaged||€22.82|
|outside||front||Front License Plate||damaged||€30.00|
|outside||front||Front License Plate||replacement||€30.00|
|outside||front||Front bumper with sensors||damaged||€583.66|
|outside||front||Front bumper with sensors||replacement||€2,348.52|
|outside||front||Windscreen wiper arm||damaged||€204.00|
|outside||front||Windscreen wiper arm||replacement||€204.00|
|outside||left||Electrical side mirror||damaged||€233.00|
|outside||left||Electrical side mirror||replacement||€777.40|
|outside||left||Front alloy wheel||damaged||€150.00|
|outside||left||Front alloy wheel||replacement||€483.25|
|outside||left||Front door handle||damaged||€112.32|
|outside||left||Front door handle||replacement||€128.56|
|outside||left||Fuel filler door||damaged||€45.08|
|outside||left||Fuel filler door||replacement||€45.08|
|outside||left||Rear alloy wheel||damaged||€150.00|
|outside||left||Rear alloy wheel||replacement||€483.25|
|outside||left||Rear door handle||damaged||€112.32|
|outside||left||Rear door handle||replacement||€128.56|
|outside||left||Rear window (big)||damaged||€230.00|
|outside||left||Rear window (big)||replacement||€230.00|
|outside||left||Rear window (small)||damaged||€213.74|
|outside||left||Rear window (small)||replacement||€213.74|
|outside||rear||Rear bumper with sensors||damaged||€563.38|
|outside||rear||Rear bumper with sensors||replacement||€1,820.81|
|outside||rear||Rear hatch spoiler||damaged||€224.64|
|outside||rear||Rear hatch spoiler||replacement||€824.27|
|outside||rear||Rear license plate||damaged||€30.00|
|outside||rear||Rear license plate||replacement||€30.00|
|outside||rear||Rear window wiper||damaged||€20.00|
|outside||rear||Rear window wiper||replacement||€20.00|
|outside||right||Electrical side mirror||damaged||€233.00|
|outside||right||Electrical side mirror||replacement||€777.40|
|outside||right||Front alloy wheel||damaged||€150.00|
|outside||right||Front alloy wheel||replacement||€483.25|
|outside||right||Front door handle||damaged||€112.32|
|outside||right||Front door handle||replacement||€128.56|
|outside||right||Rear alloy wheel||damaged||€150.00|
|outside||right||Rear alloy wheel||damaged||€150.00|
|outside||right||Rear alloy wheel||replacement||€483.25|
|outside||right||Rear door handle||damaged||€112.32|
|outside||right||Rear door handle||replacement||€128.56|
|outside||right||Rear window (big)||damaged||€230.00|
|outside||right||Rear window (big)||replacement||€230.00|
|outside||right||Rear window (small)||damaged||€213.75|
|outside||right||Rear window (small)||replacement||€213.75|
|outside||very dirty vehicle||noticed||€37.50|