Terms of Use

1. Acceptance of Terms

By accessing and using www.selfgo.fr (the "Website") or the SelfGo mobile applications available on the Apple App Store and Google Play Store (the "Apps"), you accept and agree to be bound by these Terms of Use. If you do not agree, please do not use our Website, Apps, or services.

These Terms apply to all users of the platform, whether you book through the Website or through our mobile Apps for iOS and Android.

2. Description of Services

SelfGo provides an online booking platform (Website and mobile Apps) that connects passengers with independent professional taxi and VTC drivers in Paris and across France.

3. Account Creation and User Responsibilities

3.1 Eligibility

To use SelfGo, you must:

• Be at least 15 years old (with parental consent for users under 18)
• Provide accurate and complete information
• Have the legal capacity to enter into binding contracts

3.2 Account Information

When you create an account on the App, you must provide your name, phone number, and email address. You are responsible for:

• Keeping your account information accurate and up-to-date
• Maintaining the confidentiality of your account access (phone verification code, app session)
• All activity that occurs under your account
• Notifying us immediately if you suspect unauthorized use of your account

3.3 Account Deletion

4. Making a Booking

4.1 Booking Process

1. Open the SelfGo app or website
2. Enter your pickup and drop-off locations
3. Choose vehicle type (taxi or VTC) and ride time (now or scheduled)
4. Review the fixed price and booking details
5. Confirm your booking and choose your payment method
6. Receive driver details via SMS, email, and in-app notification

4.2 User Responsibilities

You agree to:

• Provide accurate booking information (addresses, phone, flight number if applicable)
• Be present at the pickup location on time
• Treat drivers with respect and dignity
• Comply with vehicle capacity limits and driver instructions
• Not damage the driver's vehicle
• Pay the agreed price in full (in-app or directly to the driver)

4.3 Booking Modifications and Cancellations

You can modify or cancel your booking at any time through the app or by contacting customer support. See Section 6 for cancellation policy details.

5. Pricing and Payment

5.1 Pricing

Prices are displayed before booking confirmation and are calculated based on:

• Distance and route between pickup and drop-off
• Vehicle type (standard sedan, van, premium)
• Time of day (no surge pricing — fixed rates 24/7)
• Additional services (child seat, multiple stops)

The displayed price is fixed and final. No hidden fees, no surge pricing.

5.2 Payment Methods

5.3 SumUp Payment Processing

In-app payments are processed by SumUp Limited, an Electronic Money Institution authorized by the UK Financial Conduct Authority (FCA Reference: 900700). SumUp is PCI-DSS Level 1 compliant.

By using in-app payment, you also agree to SumUp's Terms of Service and Privacy Policy.

SelfGo does NOT store or have access to your full card details. SumUp tokenizes your payment information for secure recurring use.

5.4 Payment Authorization and Charge

When you book a ride and choose in-app payment:

• An authorization (pre-authorization hold) is placed on your card at booking time
• The actual charge is captured upon ride completion
• You receive a receipt by email and in the app
• If the ride is canceled in time, the authorization is released within 5–7 business days (depending on your bank)

5.5 Receipts and Invoices

All payments generate an automatic receipt sent to your registered email. For VAT invoices required for business expenses, contact info@selfgo.fr.

Note: The official transportation invoice (for tax purposes) is issued by the independent driver who provides the service, not by SelfGo.

6. Cancellation and Refund Policy

6.1 Free Cancellation Window

• Scheduled rides: Free cancellation up to 2 hours before the pickup time
• Immediate rides ("Now"): Free cancellation within 5 minutes of booking, before driver acceptance

6.2 Late Cancellation Fees

Cancellations made after the free window may incur a fee of up to 50% of the ride price to compensate the driver, depending on circumstances. The fee is clearly displayed before you confirm the cancellation.

6.3 No-Show Policy

If you fail to appear at the pickup location after the agreed waiting time (15 minutes for addresses, 30 minutes for stations, 60 minutes for airports including delay tolerance), the full ride price will be charged.

6.4 How to Cancel

You can cancel your booking via:

• The SelfGo app (Bookings → Select ride → Cancel)
• The website (My Account → Bookings)
• Email: info@selfgo.fr
• Phone: +33 1 85 09 41 92 (24/7)

6.5 Refunds

Refunds for canceled in-app payments are processed automatically through SumUp:

• Refund to original payment method within 5–10 business days
• Email confirmation when the refund is issued
• For payment disputes, contact info@selfgo.fr first

6.6 Right of Withdrawal (EU Consumers)

In accordance with Article L.221-28 of the French Consumer Code, the 14-day right of withdrawal does not apply to transportation services scheduled for a specific date or period.

7. Service Guarantee

While transportation is provided by independent taxi and VTC drivers, SelfGo guarantees:

• Driver Availability: If the assigned driver becomes unavailable, we work to find a replacement (no contractual guarantee of result)
• 24/7 Support: Customer service available at all times via app, email, and phone
• Quality Control: All drivers are verified for valid licenses, insurance, and vehicle compliance before joining the platform
• Secure Payments: In-app payments processed by SumUp (PCI-DSS Level 1)
• Data Protection: GDPR compliance and EU-based data hosting

8. Liability and Limitations

8.1 Our Responsibilities

SelfGo is responsible for:

• Operating the booking platform (Website and Apps)
• Verifying driver credentials before platform access
• Coordinating bookings between users and drivers
• Securing in-app payment processing through SumUp
• Providing customer support
• Protecting your personal data (see Privacy Policy)

8.2 Driver Responsibilities

The independent driver is solely responsible for the transportation service. SelfGo is not liable for:

• Acts or omissions of drivers during the ride
• Vehicle accidents or incidents
• Loss or damage to personal property in the vehicle
• Delays caused by traffic, weather, or roadwork
• Driver's compliance with French transportation law (which is the driver's own responsibility)

8.3 Insurance

Each independent driver maintains their own professional liability insurance and passenger transport insurance, as required by French law for taxi or VTC operators. SelfGo verifies insurance documents at driver onboarding but does not provide secondary insurance.

8.4 Mobile App Performance

SelfGo is not liable for:

• App incompatibility with your specific device or OS version
• Issues caused by Apple App Store or Google Play Store distribution
• Connectivity issues affecting real-time features (maps, notifications)

9. Prohibited Uses

You may not use SelfGo to:

• Violate any laws or regulations
• Harass, abuse, or threaten drivers or other users
• Make fraudulent bookings or payments
• Damage the driver's vehicle or property
• Transport illegal substances or items
• Reverse-engineer, decompile, or scrape the platform
• Use the platform for commercial reselling without authorization
• Create multiple accounts to abuse promotions

Violation may result in immediate account suspension or termination, with possible legal action.

10. Intellectual Property

All content on www.selfgo.fr and within the SelfGo Apps (text, graphics, logos, software, design, source code) is the property of SelfGo (SIREN: 993 658 988) and protected by intellectual property laws. Reproduction without permission is prohibited.

The SelfGo trademark, logo, and visual identity may not be used without express written authorization.

11. Changes to These Terms

We may update these Terms from time to time. When we make significant changes, we will:

• Update the "Last updated" date at the top of this page
• Notify you via email or in-app notification (for material changes)
• Display a prominent notice in the App

Continued use of the platform after changes constitutes acceptance of the new Terms.

12. Governing Law and Jurisdiction

These Terms are governed by French law.

12.1 For Consumers

The competent court will be that of your domicile or that of SelfGo's registered office, at your choice (Article R.631-3 French Consumer Code).

12.2 For Businesses

Exclusive jurisdiction is granted to the courts of Nanterre, France.

13. Contact Us