WeVan
General conditions of hire

General conditions of hire

These Terms and Conditions govern the contract for the provision of Vehicle or Roof Tent hire services between you and WeVan. By ticking the ‘I agree’ box during the booking procedure, you accept the terms. We therefore recommend that you read them carefully.

1. Definitions

‘Hirer’ means the hirer and the driver(s) named on their hire agreement who are acting as Hirer;

‘The Hire Company’, ‘WeVan’, ‘Branch’ mean the company WeVan or one of its franchisees, whose company name appears on the hire contract;

‘Vehicle’ means the hired vehicle;

‘Roof Tent’ means the hired roof tent;

‘Contract’ means the hire contract signed between the Hire Company and the Hirer, subject to these general terms and conditions of hire;

‘Damage’ means any damage to the Vehicle other than Glass Breakage and punctured tyres, and any damage to the Roof Tent.

‘Loss’ means any event that occurs and causes one or more Items of Damage, likely to be compensated by the insurer, subject to the application of any excess.

2. Hire terms and conditions

The name of the Hirer indicated on the hire contract is that of the main driver, who must be present when the contract is signed and to whom the hire charges will be billed. It is possible to add additional drivers, who will be mentioned on the hire contract, subject to payment of a supplement per driver. Except for legitimate and unforeseeable reasons, only the drivers mentioned in the hire contract are authorised to drive the Vehicle.

The Hirer and the authorised drivers named in the hire contract must present a valid identity card or passport and a valid driving licence issued more than 24 months previously. The Hirer and the authorised drivers are responsible to the Hire Company for full compliance with these terms and conditions of hire. As soon as the Vehicle or Roof Tent is handed over, the Hirer becomes fully liable for it under the terms of Article 1242 of the French Civil Code. The Hire Company reserves the right to immediately and automatically terminate the hire without justification or compensation in the event of a breach by the Hirer of any of the essential obligations of the hire contract, in particular the terms and conditions of use of the Vehicle or the Roof Tent, payment and the conditions of return.

The hire contract is personal and non-transferable. It is signed for a fixed term specified in the contract, which may not exceed a maximum of 60 (sixty) days.

3. Using the Vehicle or Roof Tent

3.1 Use of the Vehicle

The Hirer agrees:

to only allow the Vehicle to be driven by the drivers named in the hire contract;
to use and maintain the Vehicle reasonably, under normal conditions of use;
to use only roads suitable for motorised traffic;
not to travel outside the authorised territory, which includes mainland France (including Corsica), neighbouring countries, European Union member states, the United Kingdom and Norway, without the prior written consent of the Hire Company;
to use the hired Vehicle in accordance with the provisions of the Highway Code and, more generally, in accordance with the legal and regulatory provisions of the country in which it is driven;
not to use the Vehicle under the influence of alcohol, drugs or any other substance affecting consciousness or the ability to react;
to comply with the purpose of the Vehicle (a private vehicle) and in particular not to sub-hire the Vehicle, carry passengers for payment without the express prior written consent of the Hire Company, or carry more passengers than there are seats in the Vehicle, and not to take part in competitions, rallies or motor races;
not to use it for illicit or immoral purposes or in any way not intended by the manufacturer;
not to couple other vehicles, trailers or any other object to it and not to make any modifications to it without the express prior written consent of the Hire Company;
to lock the parked Vehicle and use any alarm and/or anti-theft devices fitted;
not to smoke inside the Vehicle;
not to allow animals on board the Vehicle without the express prior written consent of the Hire Company. The Vehicle must be returned in the same good, clean condition in which it was received, and free from smells or animal hair. Should this not be the case, the Hire Company reserves the right to charge special cleaning fees when the Vehicle is returned.

3.2 Using the Roof Tent

Firstly, all operations to install, attach and remove the Roof Tent from the vehicle selected by the Hirer shall be performed exclusively by the Hire Company.

The Hirer agrees:

to arrive at the Hire Company’s premises with the vehicle ready to be fitted with the Roof Tent, including pre-installed cross bars on the roof, which have been approved for bearing weights of 75 kg and over. The Hirer is entirely responsible for mounting the cross bars;
to use, close, open and maintain the Roof Tent according to normal conditions of use, in compliance with its intended purpose (not to be used for storage or transporting animals, etc.) and in compliance with the instructions given by the Hire Company when the tent was handed over;
not to remove the Roof Tent. However, should circumstances arise where the Hirer has no choice but to remove the Tent from the roof, the Hirer agrees to follow all instructions regarding installation/removal of the Roof Tent, and also the safety instructions provided by the manufacturer. In such cases, the Hirer accepts all responsibility for installation/removal;
not to carry out any modifications on the Roof Tent of any kind whatsoever, without prior written approval from the Hire Company;
never to drive the vehicle with the Roof Tent erected;
to use the Roof Tent for its agreed purpose and not to sub-hire the Roof Tent;
not to use it for illicit or immoral purposes or in any way not intended by the manufacturer;
not to smoke inside the Roof Tent;
not to bring animals into the Roof Tent. The Roof Tent must be returned in the same good, clean condition in which it was received, and free from smells or animal hair. Should this not be the case, the Hire Company reserves the right to charge special cleaning fees when the Roof Tent is returned.
not to leave or store valuable items in the Roof Tent, and to park their own vehicle in safe places.

4. Condition of the Vehicle or Roof Tent

4.1 Vehicle condition

The Vehicle is delivered in apparent good working order and with tyres in good condition. By signing the contract, the Hirer accepts the Vehicle in its current condition and agrees to return it in the same condition. A description of the Vehicle’s condition is included with the contract. It reports any visible damage to the Vehicle, the number of kilometres travelled by the Vehicle and the fuel level.

The Hirer agrees to check that the condition of the Vehicle complies with the description provided before leaving the Branch, if necessary noting any contradictory findings. Otherwise, the Vehicle provided shall be considered as complying with the description. WeVan cannot consider any complaints regarding visible damage that have not been noted on the original description.

WeVan provides the Hirer with a fully fuelled Vehicle. The Hirer is asked to return the Vehicle with a full tank of fuel. If this is not the case, the missing fuel will be billed on return, in accordance with the provisions set out in the hire contract.

4.2 Condition of the Roof Tent

The Roof Tent is delivered in good condition and equipped with all the accessories needed for proper use.
By signing the contract, the Hirer accepts the Roof Tent in its current condition and agrees to return it in the same condition. A description of the Roof Tent’s condition is included with the contract. It describes any visible damage to the Roof Tent.
The Hirer agrees to check that the condition of the Roof Tent complies with the description provided before leaving the Branch, if necessary noting any contradictory findings. Otherwise, the Roof Tent provided shall be considered as complying with the description. WeVan cannot consider any complaints regarding visible damage that have not been noted on the original description.

5. Maintenance

Routine maintenance of the vehicle is the Hirer’s responsibility. Therefore, depending on the number of kilometres covered during the hire period, the Hirer will have to carry out the usual checks in accordance with the manufacturer’s recommendations (engine oil level over 1,000 km, tyre pressure, etc.). The Hirer must always remain alert to the signals shown by the warning lights, and take the associated measures, such as an emergency stop. The manufacturer’s maintenance and user manuals are available from the Branch on request.

6. Breakdowns, accidents and theft

In the event of a breakdown of the Vehicle or an accident or any other event affecting the Vehicle and requiring immediate or urgent repairs, the Hirer must contact the Hire Branch before having any repairs carried out (including tyres).

In the event of breakdown or damage to the Vehicle or the Roof Tent, even if it does not require immediate repair, the Hirer must inform the Hire Branch within 48 hours of becoming aware of it and submit to the Branch, within no more than 3 (three) working days of becoming aware of it, a joint accident report duly filled in and signed by them and the third party concerned.

It is compulsory to submit a filled in joint accident report, with or without an identified third party, whether or not the Hirer is responsible. Failing this, and except in the event of force majeure making it impossible to submit a report within this period, the insurance and assistance cover referred to herein shall be inapplicable and the Hirer shall be liable for all damage attributable to them, in particular that suffered by the Vehicle or the Roof Tent up to the limit of their market value plus the costs and expenses associated with its immobilisation.

In any event, if damage is caused to the Vehicle or the Roof Tent, the Hirer will be liable to pay a handling fee of 50 (fifty) euros (including tax) and immobilisation costs calculated according to the category of the hired Vehicle or Roof Tent, which will be reimbursed in the event that the Hirer is not held liable.

In the event of a breakdown not attributable to the Hirer, WeVan undertakes to bear all the costs of towing and repairing the Vehicle or repairing the Roof Tent, and to reimburse the Hirer in full for any hire days not yet used.

In the event of theft of the Vehicle or the Roof Tent, the Hirer must, within 48 (forty-eight) hours of becoming aware of the theft, report it to the relevant authorities and provide the Branch with the police report, the vehicle papers and keys.

If the keys and/or papers are stolen with the Vehicle, the Hirer must ensure that this is reported to the relevant authorities so that it appears in the complaint lodged.

If these provisions are not complied with, except in the event of force majeure making it impossible to hand over the police report and the keys and papers of the vehicle within the aforementioned period, the Hirer shall be liable for all damage attributable to them, in particular that suffered by the vehicle up to its market value plus the costs and expenses associated with its immobilisation.

7. Insurance and assistance

All WeVan vehicles are covered by a third-party motor liability policy in accordance with current regulations.

Detailed terms and conditions of insurance and assistance contracts are available from all WeVan Branches.

Damage to Tents is not covered by the insurance. We do not offer any cover in this respect. Consequently, the Hirer shall be entirely responsible for paying for any Damage occurring to the Roof Tent during the period of hire, up to its market value plus all costs and charges due to its immobilisation.

7.1 Insurance

In authorised countries, the following cover applies:

Compulsory Civil Liability covering Damage caused to third parties in accordance with Article L211-1 of the Insurance Code;
bodily injury and material damage to the Vehicle resulting from accidents, fire, explosions, attacks, hail and storms, subject to an excess.

The excess is the maximum amount, per claim, payable by the Hirer when damage to the Vehicle is covered by insurance. The excess applies per claim. As a result of this principle of cumulative deductibles, there will be as many deductibles applied as there are claims.

There are several levels of excess to choose from, depending on the range of vehicle hired. The excess amount is specified on the website during the online booking process and also detailed in the contractual documents given to the Hirer (i.e. quote, invoice, hire contract, confirmation email, etc.). The different excess levels can also be selected at the WeVan Branch.

Main exclusions:

punctured tyres, unless this is the result of or concomitant with damage to the insured vehicle;
damage caused by the deterioration or disappearance of various parts of the Vehicle which were not part of the Vehicle at the time of the accident;
glass breakage (windscreen, side windows, rear window, headlamp lenses), when occurring in isolation, i.e. not linked to an event covered by the policy and resulting in damage to other parts of the Vehicle;
goods, objects and animals transported;
damage occurring during transport of the Vehicle by sea;
theft of the Vehicle where this is the result of negligence on the part of the Hirer.

If the Vehicle’s dimensions are misjudged, bumps to the top of the body and under the body are not covered by the damage warranty unless proof of force majeure can be provided.

7.2 Additional protection

The vehicle hirer has the option to take out a partial damage waiver, such as the ‘Medium Protection Pack’ or the ‘Premium Protection Pack’, to reduce the excess amount they will be liable for. The terms and conditions of these options vary depending on the vehicle hired. They are specified during the online booking process and also detailed in the contractual documents given to the Hirer (i.e. quote, invoice, hire contract, confirmation email, etc.). They can also be selected at the WeVan Branch or on the website at any time. The Hirer can choose these options any time up until the point they take possession of the vehicle at the WeVan Branch.

We nevertheless remind Hirers that damage caused to the Roof Tent by poor appreciation of the size of the vehicle (such as damage to top of box when entering a tunnel, etc.) cannot be included in any cover or damage waiver clause.

7.3 Assistance

In the event of a breakdown or accident occurring during the hire period and immobilising the Vehicle, the Hirer is covered by the assistance service approved by the Hire Company.

Main exclusions:

tyre punctures;
missing or incorrect fuel;
lost, forgotten, stolen or broken keys.

In cases where assistance cover is excluded, it is the responsibility of the Hirer to return the Vehicle to the Hire Branch at their own expense.

8. Forfeiture of cover

Drivers who are not named in the hire contract, and for whom the Hirer remains responsible, may not claim the benefit of the Vehicle damage or theft and assistance cover.

In general, failure to comply with the conditions of hire, use and return of the Vehicle or Roof Tent set out in the general terms and conditions of hire will result in forfeiture of the contractual cover provided. The Hirer will then be liable for the entire loss under the conditions of ordinary liability law.

9. Booking and payment

By accepting these General Terms and Conditions, the Hirer expressly authorises WeVan to debit their credit, debit or payment card for the amounts corresponding to the WeVan hire services. The Hirer also authorises WeVan to debit their card for any additional charges mentioned in this contract (see Art. 10, 11, 12 and 13).

9.1 Price details

The total price of the booking includes the amount of the hire (including VAT) for: the category of Vehicle, the dates, optional services payable online (special equipment, additional drivers, additional protection, etc.) as well as the items included in the price at the time of booking, at the rates indicated by WeVan. Any other optional equipment and services the Hirer wishes to take out after booking must be paid for directly to the WeVan Branch when the Hirer takes possession of the Vehicle or the Roof Tent.

9.2 Payment method

The Hirer can choose either standard payment (A) or a payment facility (B).

A-Standard payment

At the time of booking, on the www.we-van.com website or in the Branch, the Hirer is required to pay a minimum of 50% (fifty per cent) of the total price corresponding to the hire services. Any outstanding balance must be paid at the latest when you take possession of the Vehicle or Roof Tent at the Branch.

B-Payment facility

The Hirer may also opt for a payment facility, thanks to the Alma service provided by the Hire Company. The Hirer may therefore spread the payment of the hire over 3 or 4 monthly instalments as they see fit, from the time of booking.

Only purchases between €50 and €3,000 are eligible for this payment facility.

Alma’s payment facility service is subject to the Hirer’s acceptance of the Alma T&Cs.

If Alma refuses to grant the payment facility, the booking with the Hire Company will not be confirmed. The Hirer may, however, make a booking using the standard payment method described in Article 9.1 hereof.

If the payment facility is granted by Alma, the total invoice price includes the items detailed in Article 9 above, in addition to the charges billed by Alma for the payment facility.

The Hirer will be informed of the amount of the above charges at the time of booking.

The Hirer has a period of 14 days from the signing of the contract to exercise their right of withdrawal in respect of the payment facility, in accordance with the conditions laid down by Alma, at no cost to them.

Payment security is provided by Alma and its partners. All payments are protected by 3D Secure.
Alma is a remote payment manager and issues an electronic certificate as proof of the amount and date of the transaction in accordance with the provisions of Articles 1316 et seq. of the French Civil Code.

If the Hirer wishes to make a complaint about the performance, interpretation or termination of the payment facility, they must send an e-mail to support@getalma.eu.
The Hirer may also consult the AFEPAME mediation services website https://www.afepame.fr/mediation/

Any other optional equipment and services the Hirer wishes to take out after booking must be paid for directly and in cash to the WeVan Branch when the Hirer takes possession of the Vehicle or the Roof Tent. No request for a payment facility will then be possible.

Any termination of the general terms and conditions of hire between the Hirer and the Hire Company shall result in the termination of the general terms and conditions of use of the payment facility obtained from Alma.

9.3 Amending the Booking

Regardless of the method of payment chosen, the Hirer may change the type of Vehicle or Roof Tent, and/or the dates of their booking, subject to availability and the limitations set out below, by contacting the WeVan Branch in writing beforehand. Amendments to bookings are subject to the following restrictions:

if the price of the amended hire is higher than the initial total amount to be paid, the difference will be billed and must be paid when possession is taken of the Vehicle or the Roof Tent;
if the price of the amended booking is less than the original total, the Hirer will not be refunded the difference.

9.4 Cancelling the Booking

9.4.1 Cancellation conditions

The Hirer may cancel the booking free of charge (except in the specific case of the payment facility detailed in Article 9.4.2) by contacting the WeVan Branch in writing within the cancellation deadlines below:

For the Campervan and Roof Tent range:
No charges will be applied and the Hirer will receive a full refund when cancellation occurs EITHER:
- within 48 hours of the booking date;
- or at least 30 days before the departure date.
For the Minibus Range;
No charges will be applied and the Hirer will receive a full refund when cancellation occurs EITHER:
- within 24 hours of the booking date;
- or at least 15 days before the departure date.

If these deadlines are not met, cancellation charges will apply, unless the ‘flexible cancellation’ option is taken out. This fee is 50% (fifty per cent) of the total hire amount. If the Hirer has paid a higher amount at the time of booking, the Branch will refund the difference.

The ‘flexible cancellation’ option allows the subscriber to cancel their booking free of charge (excluding the cost of the option) up to 48 (forty-eight) hours before the start of the hire period, simply by making a written request.

If the Hirer does not take possession of their Vehicle or Roof Tent within 24 (twenty-four) hours of the date and time of booking mentioned in their booking, this will constitute cancellation on their part (and in the case of payment by payment facility, they will remain liable to ALMA for payment of the credit instalments).

9.4.2 Cancellation of a booking paid for using the payment facility service

If the booking is paid for by payment facility, the cancellation terms described in Article 9.4.1 of these terms and conditions apply. However, cancellation will be subject to the application of a minimum fee, corresponding to the costs billed by ALMA and remaining payable by WeVan as well as the costs billed by ALMA to the Hirer for the use of the payment facility service. The Hirer shall then bear the consequences of this cancellation in their relationship with ALMA, in accordance with the ALMA T&Cs.

9.5 Debit authorisation in the event of a Claim or any additional costs or non-payment

Irrespective of the method of payment chosen (standard or payment facility), the Hirer also authorises WeVan to debit their credit, debit or payment card for the partial or total amount of the excess in the event of a Claim, as well as any additional costs at the end of the hire period in accordance with the rates stipulated in the hire contract (missing fuel or mileage travelled in excess of the package purchased).

The number of kilometres travelled during the term of the hire contract is that indicated by the Vehicle’s odometer. If the odometer has not worked for any reason other than a technical fault, the Hirer shall pay the mileage allowance on the basis of 500 (five hundred) kilometres per day of hire.

In the event of a breach of the Highway Code, WeVan also reserves the right to charge a handling fee (see Art. 13).

In the event of non-payment or non-payment without use of the payment facility service provided by Alma, the Hirer expressly agrees to the forfeiture of the term for invoices not yet due and the cancellation of the contract by operation of law, as well as the immediate return of the Vehicles or Roof Tents being hired. If the payment deadline (invoice due date) is exceeded, the Hirer will be liable for a late payment penalty on the sum owed, calculated at the legal interest rate in force plus 10 (ten) percentage points.

In addition, the Hirer authorises WeVan to debit the security deposit (see Art. 10 The Security Deposit) to recover the sum owed.

9.6 Unavailability of the Vehicle

In the event that WeVan is unable to hire the Vehicle or the Roof Tent to the Hirer on the scheduled hire date, WeVan undertakes to reimburse in full the sums received in respect of the deposit paid by the Hirer, and any costs remaining to be borne by the Hirer if the payment facility provided by ALMA is used.

Cancellation of the booking by the Hire Company, for whatever reason, will result in the cancellation of the payment facility provided by Alma.

10. Security deposit

The security deposit is intended to guarantee WeVan payment of the hire, plus any financial liability (excess/repairs, etc.) which the Hirer may owe in the event of Damage to the Vehicle or the Roof Tent, Theft, payment of fines or offences for which the Hirer is criminally liable and the related administrative costs.

Before the Vehicle is made available, the Hirer must leave a debit authorisation on their payment card for the amount of the security deposit, which corresponds to the amount of the excess taken out (which depends on the Protection Pack taken out).
To find out the amount of the security deposit, please refer to the ‘Options’ step of the booking tunnel on the WeVan website at the following link: https://www.we-van.com/booking-options.php or at a branch.

The Hirer must present a payment card in their name, with sufficient funds available. The security deposit will be retained for the duration of the hire period. It will be returned to the Hirer in full, as soon as possible, provided that there has been no Damage to the Vehicle or the Roof Tent, no Theft of the Vehicle or the Roof Tent, and no fines or offences for which the Hirer is criminally liable.

11. Extension of the hire

The Hirer must request an extension of the hire period from the Hire Company at least 48 (forty-eight) hours in advance, together with the necessary deposit, failing which the Hirer will be liable for civil and criminal prosecution for misappropriation of the Vehicle or Roof Tent.

The Hire Company reserves the right to refuse the extension, without compensation to the Hirer, with the obligation for the Hirer to return the Vehicle or the Roof Tent on the scheduled date.

12. Vehicle Return

The hire ends with the return of the Vehicle, its keys, any original papers, the Roof Tent and hired accessories to the WeVan Branch, to a WeVan employee, at the return time stipulated in the hire contract. Only this step terminates the hire contract.

If the Hirer purchases the ‘24/7 self return’ option, the Hire Company will provide secure facilities (key safe, etc.) and a specific procedure for the Hirer to return the Vehicle outside the Hire Branch’s business hours. However, the Vehicle remains the Hirer’s responsibility, as defined in Article 2 of these terms and conditions of hire, beyond the return time stipulated in the hire contract until the Vehicle is received by a WeVan employee the next time the Branch opens.

If the Vehicle is returned outside the times set out in the hire contract, and without the involvement of a WeVan employee, the Hirer will assume custody of the Vehicle, the related risks and the cost of the hire until the opening hours of the Hire Branch.

Please note that the Roof Tent cannot be returned outside the times specified in the hire contract.

The Vehicle or Roof Tent must be as clean when returned as when the Hirer picked it up, meaning very clean inside (floors, seats, surfaces and any equipment vacuumed and washed) and outside. If this is not the case, the Hire Company reserves the right to charge cleaning fees.

If the Hirer has purchased the ‘Return Cleaning Package’, the Hirer must return the Vehicle in a ‘normal and everyday’ state of cleanliness. In this case, the Hire Company will take care of exterior cleaning and finishing touches inside. If excessive dirt is observed, the Hire Company reserves the right to charge additional cleaning fees.

In the special case of ‘Campervan’ Vehicles, regardless of the options purchased:

there should be no food items in the Vehicle’s cabinets or refrigerator;
the refrigerator must be clean and turned off, with the door open;
the dishes must be clean;
the grey water tank must have been previously emptied at a designated disposal area;
if the vehicle is equipped with toilets, their removable cassettes must have been previously emptied at a designated disposal area and rinsed several times.

If this is not the case, the Hire Company reserves the right to charge additional cleaning fees.

13. Fines

The Hirer is responsible for any offences committed during the hire period. Pursuant to Articles L.121-2 and L.121-3 of the French Highway Code, the Hirer’s contact details may be communicated to the relevant authorities. In the event of the Hire Company being involved, in particular, in the processing of fines, contraventions or notices of violation, the Hirer shall be liable to pay a processing fee of 20 (twenty) euros including tax. The Hirer expressly authorises the Hire Company to use their means of payment, in particular their credit/debit card, to obtain payment of the corresponding sum.

14. Statement of acceptance of risk and release from liability

Some Branches in the WeVan network may allow the Hirer’s vehicle(s) to be parked on their premises free of charge. In this context, the Hirer is hereby informed and agrees that their vehicle is only authorised to be parked on WeVan premises for the duration of the Hire.
The Hirer is hereby informed and agrees that WeVan may move the vehicle in the event of damage, presumed danger or for any other reason made necessary by operational requirements.
The Hirer is hereby informed and agrees that movement, driving and parking within the WeVan premises are at their own risk and under their sole responsibility, in particular with regard to damage to or theft of their vehicle or its contents or harm to themselves.
The Hirer is hereby informed and agrees that WeVan may under no circumstances be considered as the custodian or keeper of this vehicle and its contents and may not be held liable in the event of damage to or theft of the vehicle or its contents.
In addition, the Hirer undertakes to ensure that their vehicle is always insured, to provide proof thereof at WeVan’s first request, and more generally to comply with all legal and regulatory insurance obligations for which they are responsible.

15. Personal data

The Hire Company, in its capacity as data controller, undertakes to comply with its obligations with regard to the protection of personal data, arising from the General Data Protection Regulation no. 2016/679 of 27 April 2016 (GDPR) and the French Data Protection Act no. 78-17 of 6 January 1978 as amended.

The Hirer is hereby informed that the Hire Company holds a file of personal data collected when the hire contract is signed.
It is processed to enable the Hire Company to manage the hire and related operations, in particular invoicing, and to send the Hirer commercial information, where applicable.
The Hire Company undertakes to protect the personal data of users against any unauthorised loss, destruction, alteration, access, or disclosure.

For more information about the processing of personal data by the Hire Company, please consult the Privacy Policy on the www.we-van.com website.

16. Litigation

In the event of a dispute, French law will apply.

In accordance with the provisions of articles L 616-1 and R 616-1 et seq. of the French Consumer Code concerning the amicable settlement of disputes, when the Hirer has sent a written complaint to the Hire Company and has not received satisfaction or a response within a period of two months, they may submit their complaint free of charge to the consumer ombudsman. The matter must be referred to the ombudsman within one year of the initial complaint.

The ombudsman you can contact is the Médiateur de Mobilians, who can be reached online at www.mediateur-mobilians.fr by email at mediateur@mediateur-mobilians.fr, or by post to M. le Médiateur de Mobilians, 43bis Route de Vaugirard, 92197 MEUDON CEDEX.