This translation is provided for convenience; the French version is the only legally binding one. Version française
A journey did not go as agreed? Most problems are settled by talking directly. If that is not the case, the law gives you free recourse to a consumer mediator.
The written complaint
Write to us first: by e-mail to contact@exclusivevtc.fr, or by post to 5 passage de la Margeride, 31770 Colomiers, France. Give your booking number, the date of the journey and what happened. Keep a copy of your message: the mediator will ask you for it.
The mediator
If the reply does not satisfy you, or if you receive none, you can turn free of charge to the consumer mediator covering Exclusive VTC (French Consumer Code, “code de la consommation”, article L612-1). The mediator looks into the disagreement and proposes a solution, which each party is free to accept or refuse (article R612-4).
When to refer
The mediator can look into your request if:
- you first sent a written complaint to Exclusive VTC;
- you refer the matter less than a year after that complaint;
- the disagreement has not already been examined, and is not being examined, by another mediator or by a court;
- your request is not clearly unfounded or abusive, and falls within the mediator's remit.
These conditions are those of article L612-2 of the French Consumer Code.
The mediator’s details
Exclusive VTC is a member of the Société de la Médiation Professionnelle.
- Postal address: Médiation Professionnelle, médiateur de la consommation, Alteritae, 5 rue Salvaing, 12000 Rodez, France
- Website: mediateur-consommation-smp.fr (in French)
- Ask for mediation online: referral form
These details also appear in the booking terms (French Consumer Code, article L616-1).
Last updated on 15 October 2026.