Booking Terms & Conditions  ·  Art. 01 / 19
Booking Terms

Booking Terms &
Conditions

The terms under which we accept, confirm and carry out your chauffeured journeys.

These conditions exist for one reason: to make certain that every element of your journey is understood, confirmed and carried out exactly as agreed. They set out what we commit to, what we need from you, and what happens when travel does not go to plan.

They are written to be read. Each article opens with a plain-language summary in the margin, followed by the contractual text that governs the booking.

Paris  ·  Every journey begins with a written confirmation.

Level one

Your essentials at a glance

Seven answers to the questions clients ask most often. This summary is a reading aid. The full articles below are the terms that apply.

Confirmation

A booking becomes firm only when DBS EXPERIENCE sends you a written confirmation. A quotation alone does not reserve a vehicle.

Payment

Payable in full before the vehicle departs, by card or bank transfer. Corporate account holders are invoiced monthly.

Changes

Tell us as early as you can. A change is effective once we confirm it in writing, and is re-quoted only if it alters duration, distance, vehicle or date.

Cancellation

Free of charge more than 24 hours before pick-up. Fifty per cent applies between 24 and 12 hours, one hundred per cent under 12 hours.

Waiting time

Sixty minutes included after landing at an airport. Fifteen minutes included at every other pick-up point.

Flight or train delay

We monitor your flight or train when you give us a valid number. Your pick-up follows the actual arrival, not the scheduled one.

Luggage and special requests

Child seats, oversized luggage, wheelchair access and small pets are arranged in advance. Tell us at the time of booking.

If something goes wrong

Call our Reservations team first. We acknowledge every complaint and propose a remedy before any formal procedure begins.

This summary does not replace the full conditions and has no contractual value on its own.

Level two

From enquiry to confirmation

Five distinct steps. Knowing which one you are at removes almost every misunderstanding a booking can produce.

01

Your enquiry

You send your dates, timings, itinerary, passenger numbers and luggage by website, telephone, email or through your travel professional.

02

Our quotation

We reply with a written quotation stating the vehicle category, the duration or itinerary, the price, the inclusions and the cancellation terms.

03

Your acceptance

You accept the quotation in writing. Acceptance alone does not yet reserve the vehicle.

04

Payment or guarantee

You settle the amount due, or provide the card guarantee agreed for your account.

05

Our confirmation

We send a written confirmation with the chauffeur brief and the meeting arrangements. The booking is now firm.

The rule that matters. Only step five creates the contract. Until DBS EXPERIENCE has issued a written confirmation, no vehicle, chauffeur or time slot is reserved in your name, whatever exchanges have taken place beforehand.

Your contract

Six documents, one agreement

Your contract with DBS EXPERIENCE is not this page alone. It is the whole of the following, read together. Where they differ, the more specific document prevails over the more general one.

1. These Booking TermsThe general framework applying to every booking.
2. The accepted quotationVehicle category, itinerary or duration, price and inclusions.
3. The special conditionsAny terms specific to your journey, event, group or season, stated in the quotation.
4. The cancellation terms quotedThe deadlines and charges applicable to your particular booking.
5. The written confirmationOur confirmation email, which serves as your durable record of the agreement.
6. Any corporate annexThe Corporate, Events and Travel Trade annex, where a framework agreement is in place.
Article 01
In plain termsThese conditions apply to everyone who books a chauffeured journey with us, whether for themselves or for someone else. Booking means accepting them.

Scope and acceptance

These Booking Terms and Conditions of Sale (the Terms) govern the relationship between DEDICATED BESPOKE SERVICES WORLDWIDE SAS, trading as DBS EXPERIENCE, registered with the Paris Trade and Companies Register under number 828 106 393, and any person or organisation booking a chauffeur-driven transport service (the Client), whether for themselves or for persons who have instructed them to do so (the Passengers).

By confirming a booking, the Client accepts these Terms in full and undertakes to bring them to the attention of every Passenger concerned. Any conflicting terms put forward by the Client, including their own general purchasing conditions, do not apply to DBS EXPERIENCE unless expressly accepted by us in writing beforehand.

The Terms are made available before any commitment is entered into, in a clear and legible form, on our website and on request. The version applicable to a booking is the version in force on the date the booking is confirmed. DBS EXPERIENCE may amend these Terms at any time; amendments have no effect on bookings already confirmed.

DBS EXPERIENCE operates as a professional passenger transport operator under Transport Licence No. EVTC075180190, issued by the French Ministry of Transport, and complies with the professional regulations applicable to that activity.

Article 02
In plain termsThe words we use throughout this document, defined once so they mean the same thing everywhere.

Definitions

  • Booking. A chauffeured journey confirmed in writing by DBS EXPERIENCE.
  • Chauffeured journey. Any transport service performed with a vehicle and a professional chauffeur provided by DBS EXPERIENCE.
  • Client. The person or organisation who books and pays for the service.
  • Passenger. Any person carried under the Booking, whether or not they are the Client.
  • Transfer. A journey between two defined points, priced as a whole.
  • Chauffeur at disposal. A vehicle and chauffeur placed at the Client's disposal for an agreed period, with the itinerary decided during the service. Also referred to as an hourly or as-directed service.
  • Quotation. Our written offer stating the vehicle category, the service, the price and the applicable conditions.
  • Confirmation. The written message by which DBS EXPERIENCE accepts the Booking and reserves the vehicle and chauffeur.
  • Vehicle category. The class of vehicle reserved, for example Executive Sedans or Luxury Sedans, rather than a specific model or colour.
  • Partner. A carefully selected transport operator engaged by DBS EXPERIENCE to perform all or part of a chauffeured journey.
  • Working hours. Our reservations office hours, Paris time. Our operations line remains open 24 hours a day, every day.
Article 03
In plain termsA quotation is an offer. A booking exists only once we send you a written confirmation. Nothing is reserved before that.

How your booking is formed

Bookings are accepted through our website, by telephone on +33 1 47 20 87 11, by email at contact@dbsexperience.com, or through a travel professional acting on the Client's behalf. Our chauffeurs are not authorised to accept bookings or to collect payment.

The booking process follows five steps, as set out above: enquiry, quotation, written acceptance, payment or guarantee, and confirmation. The contract is formed at the moment DBS EXPERIENCE issues the written confirmation, and not before. Until then, no vehicle, chauffeur or time slot is held in the Client's name.

Notice period

We ask for a minimum of twelve hours' notice for online bookings placed during working hours. Shorter notice is frequently accommodated: please call our operations line rather than booking online, so that availability can be verified in real time.

Information we require

To issue a quotation and a confirmation we need the full name of the lead Passenger, a mobile number reachable on the day, an email address, the exact pick-up and drop-off addresses, the number of passengers and items of luggage, and, for airport or station collections, the flight or train number. The Client is responsible for the accuracy of this information. A journey that cannot be performed because the information supplied was inaccurate or incomplete is treated as a no-show.

Identity and acceptance

For certain bookings, in particular high-value or long-distance journeys, DBS EXPERIENCE may request a copy of an identity document or a card imprint before confirming. All bookings are subject to availability, and DBS EXPERIENCE reserves the right to decline a booking request, in which case any sum already paid is refunded in full without delay.

Right of withdrawal. Contracts for the carriage of passengers are excluded from the fourteen-day right of withdrawal applicable to distance contracts under French consumer law. The cancellation terms set out in Article 10 apply instead, and are stated in every quotation before you commit.
Article 04
In plain termsYour contract is these Terms plus your quotation, the special conditions, the cancellation terms and our confirmation email, read together.

The documents that form your contract

The agreement between the Client and DBS EXPERIENCE consists of the six documents listed above, read as a single whole. The confirmation email constitutes the Client's durable record of the agreement and should be retained.

Where a discrepancy arises between these documents, the following order of precedence applies: the special conditions stated in the confirmation prevail over the quotation, the quotation prevails over any corporate annex, and the corporate annex prevails over these Terms. In every case, the more specific provision prevails over the more general one.

Verbal exchanges, whether by telephone or in person, do not modify the agreement unless they are subsequently confirmed in writing by DBS EXPERIENCE.

Article 05
In plain termsThe services these Terms cover, from a single airport transfer to a multi-vehicle event operation.

Chauffeured journeys covered

These Terms apply to the following services, each of which is priced and confirmed individually:

  • Airport transfers from and to Paris-Charles de Gaulle, Paris-Orly and Paris-Le Bourget.
  • Station transfers from and to the Parisian railway stations.
  • Point-to-point transfers within Paris and the Île-de-France region.
  • Chauffeur at disposal, by the hour, the half-day or the full day.
  • Long-distance journeys within France and to neighbouring countries.
  • Private excursions and touring itineraries.
  • Financial roadshows and multi-stop executive programmes.
  • Events and delegations, including multi-vehicle operations with on-site coordination.
  • Group transport in vans, minibuses and mini-coaches.
  • Airport VIP meet and greet and terminal assistance services.

Services other than transport itself, such as terminal assistance, private guides, security personnel or event staffing, may be arranged by DBS EXPERIENCE on the Client's behalf. Where this is the case, Article 15 applies.

Article 06
In plain termsWhat the quoted price includes, and the short list of items charged in addition. There are no hidden lines.

Prices, inclusions and additional charges

Prices are quoted in euros, inclusive of all taxes, and are firm for the service described in the quotation. Value added tax applies at ten per cent on transfers and roadshows, and at twenty per cent on chauffeur-at-disposal services, in accordance with French tax rules in force.

Rates are identical by day and by night, at weekends and on public holidays. For chauffeur-at-disposal services, time and distance are counted from the departure of the vehicle from our depot to its return, in accordance with the quotation.

Included in every quoted price

  • The vehicle in the category reserved, and a professional chauffeur.
  • Passenger insurance and all vehicle operating costs.
  • Fuel, and standard mileage for the itinerary or period quoted.
  • The waiting time stated in Article 11.
  • Flight or train monitoring, where a valid number has been supplied.
  • Meet and greet with a name board in the arrivals hall and assistance with luggage, on airport and station collections.
  • Bottled water on board, and any service expressly listed in the quotation.

Charged in addition, at cost or at the rate quoted

  • Tolls and paid parking incurred during the service.
  • Waiting time beyond the periods included, charged at the applicable hourly rate.
  • Additional hours and additional kilometres beyond those quoted.
  • Stops and itinerary changes not provided for in the quotation.
  • Chauffeur accommodation and meals on multi-day journeys away from Paris.
  • Third-party services arranged on the Client's behalf, at cost.
  • Exceptional cleaning or repair, in the circumstances described in Article 14.

Any unit of charge that has begun, whether an hour, a kilometre or a minute, is due in full. Additional charges are itemised on the final invoice and supported by receipts on request.

Our position on price. DBS EXPERIENCE does not apply discounts, promotional rates or commercial reductions. Recognition of loyalty and of partner volume is handled exclusively through the DBS EXPERIENCE Rewards and Partner programmes.
Article 07
In plain termsPayment in full before the vehicle departs, by card or transfer, unless you hold a corporate account. No card data is stored by us.

Payment

Unless a corporate account has been opened, the full amount of the confirmed booking is payable before the start of the service. A booking for which payment has not been received or authorised cannot be confirmed and the service will not be performed.

Accepted methods

  • Credit and debit cards, including Visa, Mastercard and American Express, through our secure online payment page.
  • Bank transfer, with any transfer fees borne by the issuer, received before the start of the service.
  • Cash, in exceptional circumstances and by prior written agreement only.

DBS EXPERIENCE does not store card data. Payments are processed by a certified payment provider. Chauffeurs never collect fares on board.

Card guarantee

For certain bookings, a card imprint may be taken as a guarantee rather than a payment, and is used only to settle sums that become due under these Terms, in particular additional charges, late cancellation or a no-show. Any such debit is notified to the Client with an itemised invoice.

No payment surcharge

DBS EXPERIENCE applies no surcharge, handling fee or administrative charge linked to the means of payment used, whatever the card or instrument. The price confirmed in the quotation is the price charged.

Article 08
In plain termsHow invoices are issued, how corporate accounts are settled, and what happens if an invoice is paid late.

Invoicing, account clients and late payment

A final invoice is sent by email after the service, showing the confirmed price and any additional charges incurred. Invoices are issued by DEDICATED BESPOKE SERVICES WORLDWIDE SAS under VAT number FR05828106393.

Corporate accounts

Organisations holding an account with DBS EXPERIENCE are invoiced periodically and settle on receipt, and in any event before the fifteenth day of the month following the month of service, unless different terms are agreed in writing. Account facilities are granted at our discretion and may be reviewed.

Late payment

In accordance with Article L441-10 of the French Commercial Code, any sum unpaid at its due date automatically gives rise, without prior notice, to late payment interest at three times the legal interest rate in force, together with a fixed indemnity for recovery costs of forty euros per unpaid invoice. Where recovery costs actually incurred exceed that amount, additional compensation may be claimed on supporting evidence.

Where a payment instrument is declined for any reason, the sum concerned is treated as unpaid at its due date and the above provisions apply.

Article 09
In plain termsChanges are welcome and usually free. They take effect once we confirm them in writing, and are re-priced only if they alter the service itself.

Changes to a confirmed booking

Requests to modify a confirmed booking should be sent to our Reservations team as early as possible. A modification takes effect only once DBS EXPERIENCE has confirmed it in writing.

Changes made without additional charge

  • A change of pick-up or drop-off address within the same zone.
  • A change of time that does not affect chauffeur availability.
  • A change to the lead passenger's name or contact details.
  • A change of flight or train number.

Changes requiring a new quotation

  • A change of date.
  • A change of vehicle category, or a change in the number of vehicles.
  • A material change of itinerary, distance or duration.
  • The addition of stops or of a return leg.

Where a modification is requested less than twelve hours before the scheduled pick-up and cannot be accommodated, the original booking stands and the cancellation terms in Article 10 apply if it is not performed.

Changes requested on the day, while the service is under way, are accommodated wherever operationally possible and charged at the applicable hourly or per-kilometre rate.

Article 10
In plain termsCancel more than 24 hours ahead and nothing is charged. Between 24 and 12 hours, half the price. Under 12 hours or if nobody appears, the full price.

Cancellation and no-show

Cancellations must be sent in writing to our Reservations team. The deadline is calculated from the confirmed pick-up time, Paris time. Unless different terms are stated in your quotation, the following scale applies.

Standard cancellation scale
ServiceFree of charge24 h to 12 h beforeUnder 12 hNo-show
Airport or station transferMore than 24 h before50 %100 %100 %
Point-to-point transferMore than 24 h before50 %100 %100 %
Chauffeur at disposalMore than 24 h before50 % of the minimum period reserved100 % of the minimum period reserved100 % of the minimum period reserved
Excursion or long distanceMore than 24 h before50 %100 %100 %
Multiple vehicles, groups and eventsMore than 7 days before100 % under 7 days100 %

Where a cancellation is free of charge, all sums paid are refunded in full, by the original payment method, within fourteen days.

No-show

A Passenger is treated as a no-show only after the waiting time set out in Article 11 has elapsed and our team has attempted to reach the Passenger by telephone and by message, and the Client by telephone. A no-show is charged at one hundred per cent of the confirmed price.

Cancellation by DBS EXPERIENCE

DBS EXPERIENCE may exceptionally cancel a booking, in particular where safety, legality or force majeure require it, or where the conditions in Articles 3 and 7 have not been met. In such cases we first seek an equivalent alternative solution. Where no acceptable alternative can be found, all sums paid are refunded in full, and our liability is limited as set out in Article 16.

Force majeure. Neither party is liable for a failure to perform caused by an event beyond its reasonable control, including strike action, civil disturbance, road or airport closure, exceptional weather or a public authority decision. In such circumstances DBS EXPERIENCE proposes a rescheduled service or a refund of sums paid for the service not performed.

Sixty minutes of waiting are included after your aircraft lands.

Article 11
In plain termsWe track your flight and start the clock when you actually land. Sixty minutes are included at airports, fifteen elsewhere.

Waiting time, flight and train monitoring

DBS EXPERIENCE monitors flight and train arrivals for every booking where a valid number has been supplied at the time of booking. The pick-up time is recalculated from the actual arrival time, at no additional cost, however early or late that arrival may be.

Waiting time included
Pick-up pointIncludedCounted fromBeyond
Airport arrival60 minutesActual landing timeCharged per started quarter hour at the applicable hourly rate
Private aviation terminal60 minutesActual landing timeCharged per started quarter hour at the applicable hourly rate
Railway station arrival15 minutesActual arrival timeCharged per started quarter hour at the applicable hourly rate
Address, hotel or office15 minutesConfirmed pick-up timeCharged per started quarter hour at the applicable hourly rate
Departure to an airport or station15 minutesConfirmed pick-up timeCharged per started quarter hour at the applicable hourly rate

Where no flight number is supplied

If no flight or train number is provided, or if the number supplied is incorrect, monitoring is not possible. The chauffeur is dispatched for the time stated in the confirmation, and waiting beyond the included period is charged. Where the chauffeur has already left the depot and the journey cannot be performed, the cancellation scale in Article 10 applies.

If you cannot find your chauffeur

Please call our operations line on +33 1 47 20 87 11 before leaving the terminal or the pick-up point. Our team will locate your chauffeur and stay with you until you meet. No booking is treated as a no-show while this procedure is under way.

If your chauffeur is late

A chauffeur is late if they arrive after the confirmed pick-up time. In that event, DBS EXPERIENCE contacts the Client without delay and proposes an alternative solution. Where no alternative can be provided and the journey does not take place, the Client is refunded or compensated as set out in Article 16.

Article 12
In plain termsWhere and how you meet your chauffeur at airports, stations and private terminals, and what parking and access cost.

Airports, stations and private aviation terminals

Unless otherwise agreed, the chauffeur meets Passengers inside the arrivals hall, holding a discreet name board, and assists with luggage to the vehicle. The exact meeting point is stated in the confirmation and confirmed again by message on the day.

At Paris-Le Bourget and other private aviation terminals, the meeting point is agreed with the operator or the handling agent. Ramp-side access, where authorised, is arranged in advance and subject to the operator's own rules and any access fee, which is re-invoiced at cost.

Airport and station parking charges incurred during a collection are re-invoiced at cost and shown on the final invoice.

Only one airport transfer may be included within a single chauffeur-at-disposal day. Additional airport collections on the same day are quoted separately.

Where terminal assistance, fast-track or lounge access has been booked, those services are subject to Article 15 and to the airport operator's own conditions.

Article 13
In plain termsYou reserve a vehicle category, not a specific model. Tell us your luggage, child seats and any access needs when you book.

Vehicles, passengers and luggage

Category rather than model

Bookings are accepted for a vehicle category, not for a particular model, registration or colour. Where the reserved vehicle becomes unavailable, DBS EXPERIENCE provides a vehicle of an equivalent or higher category at no additional cost, and informs the Client. We reserve the right to change the vehicle or the chauffeur where operationally necessary.

Capacity

The number of Passengers carried may not exceed the capacity stated in the vehicle's technical specification. The chauffeur may decline to carry Passengers in excess of that limit. Indicative capacities are as follows.

Indicative capacities
CategoryPassengersSuitcases
Executive SedansUp to 33
Luxury SedansUp to 32
Luxury SUVsUp to 35
Executive Vans and MPVsUp to 77
Executive and Luxury MinibusesUp to 1912

Luggage

Luggage volume must not exceed the capacity of the vehicle reserved. Where luggage exceeds the declared volume, DBS EXPERIENCE may decline to carry it or arrange an additional vehicle, which is charged. Declaring oversized items such as skis, golf bags, instruments or trade equipment at the time of booking allows us to allocate the right vehicle from the outset. A cargo van is available on request for additional luggage.

Special requirements

Child and booster seats are provided free of charge when requested at the time of booking; the type must match the child's age and weight. Wheelchair-accessible arrangements are made on request, subject to availability. Small pets may be carried in a suitable travel container, by prior arrangement. Assistance animals are always welcome.

Prohibited items

Dangerous, illegal or improperly packaged goods may not be carried. The chauffeur may decline to load any item that presents a risk to Passengers, to the vehicle or to third parties.

Article 14
In plain termsSafety first, always. Seat belts on, no smoking, and the chauffeur decides the route and cannot be asked to break the law.

Safety, conduct on board and lost property

Passenger safety takes precedence over every other consideration, including punctuality. Chauffeurs drive at speeds appropriate to road, traffic and weather conditions and within legal limits at all times.

The chauffeur selects the most appropriate route on the day, unless a specific itinerary has been requested at the time of booking. Requests made on board that would require an unsafe or unlawful act, including exceeding speed limits, cannot be carried out.

On board

  • Seat belts must be worn by all Passengers at all times.
  • Smoking and vaping are not permitted in any vehicle. Comfort stops for that purpose are gladly arranged.
  • The consumption of alcohol on board is subject to prior authorisation and to applicable law.
  • Passengers are asked to follow the chauffeur's instructions on safety matters.

Refusal of carriage

DBS EXPERIENCE may decline to carry, or may end a journey in progress for, any Passenger under the evident influence of alcohol or narcotics, or whose behaviour presents a risk to the chauffeur, the vehicle or other Passengers. In such cases the full price of the service remains due.

Damage and cleaning

The Client is responsible for damage caused to the interior or exterior of a vehicle by the Client, by Passengers or by persons accompanying them. The cost of repair, of exceptional cleaning and of the vehicle's immobilisation is invoiced on production of supporting documents.

Lost property

Items left in a vehicle are held securely at our offices and returned to the Client wherever possible. Please contact our Reservations team as soon as you notice a loss. Passengers' personal property is carried at their own risk.

Multi-vehicle operations are coordinated by a named contact from first collection to final departure.

Article 15
In plain termsWhen we drive you, we are responsible. When we arrange a service supplied by someone else, we say so and we tell you who is responsible.

Partners and third-party services

DBS EXPERIENCE acts in one of two capacities, and always makes clear which one applies to your booking.

As operator

For chauffeured journeys performed with our own vehicles and chauffeurs, and for journeys entrusted to a selected transport Partner, DBS EXPERIENCE is the contracting carrier. We remain fully responsible for the performance of the service, and our Partners are held to the same operating standards, insurance requirements and confidentiality obligations as our own teams.

As agent

For services that are not transport, such as private guides, terminal assistance provided by an airport operator, security personnel, event staffing or venue services, DBS EXPERIENCE may act as agent, arranging the service on the Client's behalf. In that case the supplier's own terms govern the performance of that service. Our responsibility is limited to the diligent selection of the supplier and to the correct transmission of the Client's instructions.

Substitution and continuity

Where a Partner becomes unable to perform, DBS EXPERIENCE arranges a replacement of equivalent or higher standard at no additional cost to the Client. Where a third-party supplier makes a material change to a service arranged on the Client's behalf, we inform the Client without delay and propose an alternative, a proportionate refund, or a credit towards a future chauffeured journey.

Article 16
In plain termsWe are insured as a professional carrier. Where we are at fault, compensation is capped at the price of the service, or 150 euros where no price applies.

Liability and insurance

DBS EXPERIENCE assumes the safety obligations owed by a professional carrier to its Passengers, from the moment a Passenger enters the vehicle until they leave it, together with the responsibilities attaching to the control of the vehicle, whether owned or leased.

DBS EXPERIENCE holds a professional liability insurance policy covering the financial consequences of bodily injury, property damage and consequential loss for which it may be liable in performing the Services, save for damage caused by a Passenger. Details of the insurer and the policy number are available on request.

DBS EXPERIENCE assigns chauffeurs who are carefully selected and hold the permits required to perform the Services.

Limits

DBS EXPERIENCE is not liable for delay caused by circumstances beyond its reasonable control, including traffic congestion, road accidents, mechanical failure, severe weather, natural events, strike action or decisions of a public authority. Where a delay or a failure to perform is attributable to DBS EXPERIENCE, compensation is limited to the price of the Service booked or, where no price applies, to a maximum of one hundred and fifty euros.

DBS EXPERIENCE is not liable for indirect or consequential loss, including missed flights, missed connections, missed meetings and loss of profit or of opportunity.

Passengers' personal property is carried entirely at their own risk. DBS EXPERIENCE is not liable for its loss or damage, without prejudice to the lost property procedure set out in Article 14.

Nothing in these Terms excludes or limits any liability that cannot lawfully be excluded or limited, in particular liability for death or personal injury caused by negligence, and the statutory rights of consumers under French law remain unaffected.

Article 17
In plain termsTell us quickly and directly. We acknowledge within one working day and answer within ten, and we look for a remedy rather than an argument.

Complaints and service recovery

If any part of a chauffeured journey falls short of what was agreed, we would rather hear it from you than read it elsewhere. Please contact our Reservations team on +33 1 47 20 87 11 or at contact@dbsexperience.com, quoting your booking reference.

Complaints concerning the amount invoiced or the performance of a Service should be submitted in writing within eight days of the Service concerned, so that operational records, chauffeur reports and tracking data remain available. This deadline does not affect the statutory rights of consumers or the applicable limitation periods.

Written complaints may also be sent to DBS EXPERIENCE, 320 rue Saint-Honoré, 75001 Paris, France, if preferred by registered post with acknowledgement of receipt.

What we commit to

  1. Acknowledge your complaint within one working day.
  2. Examine the operational record of the journey, including timings, tracking and the chauffeur's report.
  3. Provide a reasoned answer within ten working days, and a proposed remedy where the shortfall is attributable to us.
  4. Resolve the matter directly and confidentially wherever that is possible.
Article 18
In plain termsWhat personal data we collect, why we hold it, how long we keep it and how you exercise your rights over it.

Personal data and privacy

DBS EXPERIENCE processes personal data as data controller, in accordance with Regulation (EU) 2016/679 and the French Data Protection Act No. 78-17 of 6 January 1978. The full Privacy Policy is available on dbsexperience.com.

Data collected

  • Client identification data, postal address, telephone number and email address.
  • Passengers' names, telephone numbers and email addresses.
  • Data relating to payment methods, processed by our certified payment provider. Card numbers are never stored by DBS EXPERIENCE.
  • Journey data, including vehicle movement, location, speed and distance recorded by on-board systems.

Purposes and legal bases

  • Performance of the contract: managing and confirming bookings, dispatching chauffeurs, invoicing, and emergency response in the event of an incident.
  • Legal obligations: accounting, tax and transport record keeping.
  • Legitimate interests: complaint handling, fraud prevention, service quality analysis, and information about services similar to those already provided.
  • Consent: any communication of Client data to commercial partners, which never takes place without prior consent.

Retention

Personal data relating to a Service is retained for three years from the Booking, after which it may be archived to satisfy accounting, tax and legal obligations, including the five-year contractual limitation period under Article 2224 of the French Civil Code and the ten-year retention period for invoices under Article L123-22 of the French Commercial Code.

Your rights

You may request access to your data, and its rectification, updating, erasure, restriction or portability, and you may object to processing on legitimate grounds. Requests should be sent to DBS EXPERIENCE, 320 rue Saint-Honoré, 75001 Paris, France, or to contact@dbsexperience.com, with proof of identity. You may also lodge a complaint with the Commission Nationale de l'Informatique et des Libertés.

Fraud prevention

DBS EXPERIENCE may cancel a Booking without notice where it has reasonable grounds to suspect fraudulent use of a payment instrument, in particular where itinerary or passenger information cannot be supplied, where the cardholder disputes the payment, or where the information given is inconsistent. Sums debited in such cases are refunded to the legitimate cardholder.

Article 19
In plain termsFrench law applies, the French version prevails, and consumers may use a free consumer mediator if a complaint remains unresolved.

Intellectual property, governing law and mediation

Intellectual property

The dbsexperience.com website, including its photographs, graphics, interface, editorial content, scripts and software, together with the DBS EXPERIENCE name and marks, are protected by intellectual property law. No element may be copied, reproduced, displayed or otherwise used, and no link or mirror may be established to any part of the site, without our prior written consent.

Governing law and language

These Terms and any contract formed under them are governed by and construed in accordance with French law. In the event of any discrepancy between the French and English versions, the French version prevails. The English version is provided for information.

Amicable resolution and mediation

Any dispute is first addressed directly with our Reservations team, under the procedure set out in Article 17. Where a consumer Client is not satisfied with the answer received, or has received no answer within two months, they may refer the matter free of charge to a consumer mediator.

Consumer mediator. ATP VTC, a body dedicated to passenger transport professionals, attached to Société Médiation Professionnelle. Correspondence address: Société Médiation Professionnelle, Alteritae, 5 rue Salvaing, 12000 Rodez, France. Referral email: saisine@mediateur-consommation-smp.fr. Website: mediateur-consommation-smp.fr. SIRET 814 385 357 00029, RCS B 814 385 357. Referral to the mediator is free of charge for the consumer and requires a prior written complaint to DBS EXPERIENCE.

Jurisdiction

Failing amicable resolution, disputes are submitted to the competent French courts where the Client is a consumer, and to the exclusive jurisdiction of the Paris Commercial Court where the Client is acting in a business capacity.

Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions retain their full force and effect.

Regulatory notice

The carriage of passengers for payment is a regulated activity in France. Only duly authorised vehicles and operators may perform it, within the applicable legal and regulatory framework. DBS EXPERIENCE operates under Transport Licence No. EVTC075180190, issued by the French Ministry of Transport, and advises Clients against engaging operators who cannot evidence equivalent authorisation and insurance.

Identity

Who you are contracting with

Registered name
DEDICATED BESPOKE SERVICES WORLDWIDE SAS
Trading name
DBS EXPERIENCE
Legal form
Société par actions simplifiée, incorporated 2009
Registered office
320 rue Saint-Honoré, 75001 Paris, France
Trade register
RCS Paris B 828 106 393
SIRET
828 106 393 00048
Share capital
€5,000
VAT number
FR05828106393
Transport licence
No. EVTC075180190, issued by the French Ministry of Transport
Professional liability insurance
Policy in force. Insurer and policy number available on request
Reservations
+33 1 47 20 87 11
Email
contact@dbsexperience.com
WhatsApp
+33 7 87 15 53 52
Annex A

Corporate, Events and Travel Trade

These provisions supplement the Terms above for organisations, travel professionals and event organisers holding an account or a framework agreement with DBS EXPERIENCE. Where they differ from the general Terms, they prevail.

Booking on behalf of a passenger

An organisation booking for a passenger warrants that it is authorised to do so, remains responsible for payment, and undertakes to communicate these Terms and the meeting arrangements to the passenger.

Framework agreements

Corporate rates, payment terms, credit limits and dedicated coordination are set out in an individual framework agreement, which prevails over the standard scales in these Terms.

Roadshows and multi-stop programmes

Programmes are quoted as a whole, with a named coordinator, a vehicle allocation plan and a contingency vehicle where the schedule requires one. Changes made during the programme are reconciled at the end and invoiced once.

Events, groups and delegations

Operations involving multiple vehicles are subject to special conditions covering deposit, cancellation deadlines, on-site coordination, accreditation and access permits, stated in the quotation.

Cancellation for group operations

Cancellation of a multi-vehicle operation is free of charge more than seven days before the first collection. Within seven days, the full amount is due, unless the quotation states otherwise.

Confidentiality

DBS EXPERIENCE, its chauffeurs and its Partners treat passenger identities, itineraries, timings and any information observed in the course of a chauffeured journey as strictly confidential, without limitation of time.

Reporting

Account holders receive consolidated invoicing and, on request, activity reporting by cost centre, by department or by event.

Recognition of volume

Partner status is granted on the basis of collaboration and volume, through the DBS EXPERIENCE Partner programme. No discount, rebate or commission is applied to quoted rates.

Our commitment

Conditions are not there to complicate your booking

They exist to make certain that every detail is understood, confirmed and carried out with precision. Where something falls short, four commitments apply before any formal procedure begins.

We acknowledge

Every complaint receives an acknowledgement within one working day, from a named member of the team.

We examine

Timings, tracking data and the chauffeur's report are reviewed before any answer is given.

We propose

Where the shortfall is ours, we propose a proportionate remedy rather than waiting to be asked.

We keep it private

Resolution is direct and confidential. Nothing concerning your journey is discussed outside the team handling it.

Since 2009  ·  More than 25,000 chauffeured journeys.

Reservations

A question about your booking?

Our Reservations team answers every enquiry within forty-five minutes, 24 hours a day. Please quote your booking reference so that we can look at your file while we speak.

Contact our Reservations teamRequest a quotation
+33 1 47 20 87 11contact@dbsexperience.comWhatsApp +33 7 87 15 53 52320 rue Saint-Honoré, 75001 Paris