Terms & Conditions of Sale
Last updated: August 2026
1. Identity of 123 MOVE
These Terms and Conditions of Sale are provided by:
123 MOVE, a French simplified joint-stock company (société par actions simplifiée) with capital of 100 euros, whose registered office is located at 166 B avenue Jean Jaurès, 69150 Décines-Charpieu, France, registered with the Lyon Trade and Companies Register under number 999 806 516 R.C.S. Lyon.
SIREN: 999 806 516
SIRET: 999 806 516 00012
Intra-community VAT: FR13999806516
VTC registry number: EVTC069260196
Email: contact@123move.fr
Phone: +33 7 80 87 96 00
Hereinafter referred to as "123 MOVE".
2. Purpose and scope
These Terms and Conditions govern the transport services booked with 123 MOVE, in particular through its website, as well as, where expressly agreed, through any other booking channel offered by 123 MOVE.
They form the contractual basis applicable to the relationship between 123 MOVE and the Client.
Certain provisions identified as such apply exclusively to consumer Clients, while others apply specifically to business Clients.
Confirming a booking constitutes acceptance of these Terms and Conditions in the version applicable on the day the contract is concluded.
3. Involvement of partner carriers
123 MOVE arranges the transport services booked by its Clients.
Services may be carried out directly by 123 MOVE or entrusted to independent partner carriers, duly authorised to carry out passenger transport activities.
The use of a partner carrier does not alter the contractual terms agreed between the Client and 123 MOVE.
Unless expressly stated otherwise to the Client, 123 MOVE remains the Client's point of contact for the booking, its follow-up, payment and after-sales service.
The partner carrier acts as an independent professional and retains control over the organisation and practical execution of its activity in accordance with applicable regulations.
4. Booking
The Client submits a booking request by providing the information required to organise the service.
The booking is only finally concluded once confirmed by 123 MOVE and, where payment is required at the time of booking, once that payment has been effectively validated.
The Client receives a confirmation summarising the essential characteristics of the booked service.
It is the Client's responsibility to check the information shown in this confirmation and to report any error as soon as possible.
5. No right of withdrawal (consumer Clients)
In accordance with Article L.221-2, 9° of the French Consumer Code, passenger transport services are excluded from the general right-of-withdrawal regime applicable to distance contracts.
Consequently, the consumer Client does not benefit from the fourteen (14) day withdrawal period normally applicable to purchases made at a distance or off-premises.
This absence of a statutory right of withdrawal is distinct from the commercial cancellation policy of 123 MOVE described in the "Cancellation by the Client" article of these Terms, which in particular allows free cancellation more than fourteen (14) days before the first transfer.
The Client acknowledges having been informed of this before the contract was concluded, in accordance with Article L.221-14 of the French Consumer Code.
6. Information provided by the Client
The Client must provide complete, accurate and up-to-date information required to organise and carry out the service, in particular the pickup date and time, the departure and destination locations, the number of passengers, any special luggage or equipment, and, where requested, the relevant flight or train references.
123 MOVE cannot be held responsible for consequences directly attributable to information provided by the Client that is incorrect, incomplete, or communicated too late.
Where such an error requires a substantial change to the service or generates an additional cost, 123 MOVE may offer the Client an adapted service and, where applicable, an adapted price.
7. Manifest pricing error
The price confirmed at the time of booking is fixed and cannot be unilaterally changed by 123 MOVE.
However, in the event of an obvious material or technical error resulting in the display of a price that is manifestly derisory or inconsistent given the service ordered, 123 MOVE may dispute the validity of the booking under the conditions provided for by applicable law.
The Client is informed as soon as possible and may, where the service remains available, make a new booking at the correct price.
Failing that, any amount paid for the booking concerned is refunded in full.
A simple error of commercial judgement, a later change in prices, or a price that is merely less advantageous for 123 MOVE does not constitute a manifest error.
8. Price
Unless stated otherwise, prices offered to consumer Clients are expressed in euros, inclusive of all taxes.
The confirmed price is a fixed, all-inclusive price for the service described in the booking and covers the costs that could normally be anticipated for its execution, in particular tolls corresponding to the route that could normally be anticipated at the time of booking.
The price is not increased merely because traffic is heavier than expected, because of traffic jams, or because the journey takes longer, where the service originally ordered remains achievable.
9. Exceptional closure of a road or mountain pass
Where a road or mountain pass normally used becomes impassable or is closed due to weather conditions, snow, an avalanche, a landslide or any other comparable natural event, and this closure requires an alternative route that substantially increases the distance or tolls, 123 MOVE may offer the Client a surcharge corresponding to the extra cost directly caused by this alternative route.
The Client is informed as soon as possible of the situation and the amount of the surcharge, where circumstances allow this information to be given before the additional costs are incurred.
No surcharge requiring the Client's agreement is imposed without their acceptance.
In the event of refusal, 123 MOVE works with the Client to find a reasonable solution. Where no solution allows the service to be carried out under reasonable conditions, the value of the service not performed is refunded.
10. Payment
Unless specific terms are expressly agreed with 123 MOVE, the total price of the booking, including all taxes, is payable at the time of booking.
Payment is made using one of the payment methods offered at the time of booking.
123 MOVE may, however, expressly agree to different arrangements, in particular payment on board, deferred payment, or, for business Clients, account invoicing.
In the absence of such an express agreement, payment in full is due at the time of booking.
Where payment is due at the time of booking, the booking cannot be confirmed if the payment fails or is declined.
11. Changes requested by the Client
Any request to change a confirmed booking must be sent by email to contact@123move.fr.
A change only becomes effective once expressly confirmed by 123 MOVE.
Whether it is possible depends in particular on the availability of carriers and vehicles, the characteristics of the new service, and the time remaining before pickup.
A change incurs no fee where it does not alter the economic or operational conditions of the service.
Where it results in a change in cost, the new price is communicated to the Client before confirmation.
Failing acceptance of the change by 123 MOVE, the original booking remains applicable.
12. Cancellation by the Client
Any cancellation request must be sent to contact@123move.fr. The cancellation is recorded on the date and at the time the request is received.
More than fourteen (14) days before the first transfer: cancellation is free of charge and amounts paid are refunded in full.
Between fourteen (14) days and more than seventy-two (72) hours before the first transfer: cancellation fees corresponding to 20% of the total price of the booking, including all taxes, are due. The balance is refunded to the Client.
Within seventy-two (72) hours of the first transfer: the booking is non-refundable and the full amount remains due.
Where a booking includes several transfers, in particular a round trip, these deadlines are calculated relative to the date and time of the first transfer of the booking.
13. Exceptional circumstances affecting the Client
Illness, an accident, a change to or interruption of a stay, the cancellation or change of another mode of transport, or any other circumstance personal to the Client does not automatically entitle the Client to a refund outside the conditions set out herein.
However, in view of duly justified exceptional circumstances, 123 MOVE may, on a commercial basis, offer a rescheduling, a credit note, or a full or partial refund.
This remains optional, is assessed on a case-by-case basis, and does not set a precedent.
14. Refund period
Where a refund is due under these Terms and Conditions, 123 MOVE processes it within a maximum of thirty (30) days.
Unless technically impossible or otherwise agreed, the refund is made using the same payment method as that used for the booking.
Bank processing times outside 123 MOVE's control, needed for the funds to actually appear in the Client's account, are not included in this period.
15. Cancellation of the return transfer
Where a booking includes an outbound and a return transfer, the Client may request cancellation of the return transfer only.
The cancellation deadlines and fees are then determined relative to the date and time of the first transfer of the booking.
Where a discount or preferential rate was conditional on booking the outbound and return together, cancelling the return may result in the loss of that benefit.
The price of the outbound transfer that is kept may then be recalculated on the basis of the one-way rate that would have applied to it at the time of booking.
The overall price of a round-trip booking cannot be presumed to be split equally between the outbound and return legs.
16. Cancellation of a flight or train
Cancellation by the airline or rail operator of the flight or train used by the Client does not automatically constitute a cancellation of the 123 MOVE service.
The Client must inform 123 MOVE as soon as possible, by phone, SMS, WhatsApp or email.
123 MOVE will first try to reschedule the service free of charge so as to adapt it to the new time or the new flight or train, subject to a carrier being available and it being operationally possible to provide the service.
Rescheduling free of charge assumes that the essential characteristics of the service remain comparable.
Where the change results in a different service or an additional cost, 123 MOVE informs the Client and may offer a new price.
If no rescheduling can reasonably be arranged, the cancellation terms remain applicable, without prejudice to 123 MOVE's ability to grant a commercial gesture.
17. Flight delay
Where the Client has correctly provided their flight number, 123 MOVE tracks the flight and adjusts the pickup to its actual arrival time.
A flight delay is not considered a delay attributable to the Client and does not result in any additional waiting fees.
To assess the delay and follow the flight's progress, 123 MOVE may in particular refer to data published by Flightradar24, as well as information provided by the airline or airport.
Where the flight departs with a delay of two (2) hours or less compared with the originally scheduled departure time, 123 MOVE adjusts the pickup to the actual arrival time, at no extra charge.
Where the departure delay exceeds two (2) hours, the booking remains valid and 123 MOVE guarantees that a chauffeur will pick up the Client on arrival.
Given the extent of the delay, 123 MOVE may need to reorganise how the service is carried out or entrust it to another partner carrier.
In this situation, only immediate pickup on leaving the airport can no longer be guaranteed. The Client may need to wait for the time reasonably required for this reorganisation.
123 MOVE does everything possible to anticipate this reorganisation, keep the wait as short as possible, and keep the Client informed.
A flight delay does not constitute a cancellation or a no-show provided the correct flight number was communicated.
18. Flight diversion
Where a flight is temporarily diverted before reaching the originally scheduled airport, the situation is treated as a flight delay.
Where the flight is permanently diverted to another airport, the Client must inform 123 MOVE as soon as possible.
123 MOVE will first look for a solution allowing pickup from the new airport.
Where this adjustment can be made without significantly changing the cost or conditions of the service, it is carried out at no extra charge.
Where it results in a substantial change to the distance, duration, route, tolls or cost, a new price or surcharge is offered to the Client before the service is carried out.
No surcharge is applied without the Client's agreement.
In the event of refusal, 123 MOVE looks for a reasonable alternative solution. If no solution allows the service to be carried out, the value of the service not performed is refunded.
Where a booking includes several transfers offered for an overall price, that price cannot be presumed to be split equally. The value of the service not performed is determined on the basis of the rate that applied to it when the booking was made, taking into account in particular the route, the date, its characteristics and any discounts applied.
19. Time allowed to exit the airport
For any pickup on arrival of a flight, the Client benefits from an included waiting period of eighty (80) minutes from the actual landing time.
Where exiting exceptionally takes longer due to circumstances beyond the Client's control, in particular border checks or a baggage delivery issue, 123 MOVE continues, as far as reasonably possible, to arrange the pickup provided the Client informs 123 MOVE or the chauffeur of the situation as soon as they are reasonably able to do so.
This information may be provided by phone, SMS, WhatsApp or email.
20. No-show at the airport
The Client may be considered a no-show where they have not shown up within ninety (90) minutes of the actual landing time, have not provided any information justifying their absence, and remain unreachable despite at least three attempts to make contact by call, SMS and/or WhatsApp.
A Client who has informed 123 MOVE or the chauffeur of a delay resulting from a circumstance beyond their control benefits from the provisions relating to waiting time.
21. No-show at the train station
The Client may be considered a no-show where they have not shown up within sixty (60) minutes of the actual arrival time of the train, have not provided any information justifying their absence, and remain unreachable despite at least three attempts to make contact.
22. No-show at other pickup locations
For any other pickup, in particular at a home, hotel, chalet or business premises, the Client may be considered a no-show where they have not shown up within thirty (30) minutes of the agreed time, have not given any news, and remain unreachable despite reasonable attempts to make contact.
Where the Client warns of their delay, 123 MOVE and the chauffeur will, as far as possible, try to maintain the service.
However, having given notice does not guarantee that the chauffeur will be able to wait beyond thirty minutes.
Where the length of the delay no longer reasonably allows the chauffeur to wait and no solution can be found, the situation may be considered a no-show.
In the event of a no-show, the service concerned remains fully due and is non-refundable.
A no-show on one transfer does not automatically result in the cancellation of the other transfers in the booking.
23. Additional waiting time attributable to the Client
For pickups other than on arrival at an airport or train station, a grace period of thirty (30) minutes is granted after the agreed time.
Where the Client has given notice and waiting can reasonably continue, the pickup may be maintained.
From the 31st minute onwards, where the delay is attributable to the Client, waiting time may be charged at a rate of €40 including tax per hour, calculated exactly pro rata to the number of minutes, i.e. €20 including tax for 30 minutes.
No waiting fees are applied where the delay results from a circumstance beyond the Client's control, provided the Client informed 123 MOVE or the chauffeur as soon as possible and continuing to wait remains reasonably possible.
24. Vehicles and categories
The photographs, makes and models shown on the website are provided for illustrative purposes only. The booking relates to a vehicle category, not to a specific make, model, colour or trim level.
Sedan: a private car of the sedan, estate or comparable type, suited to private transport.
Eco Van: a people-carrier, minivan or van type vehicle offering conditions suited to transporting a group and its luggage, such as a Renault Trafic, Ford Tourneo, Peugeot Traveller or comparable vehicle.
Premium Van: a van type vehicle offering a higher level of finish, presentation and comfort than the Eco Van, such as a Mercedes-Benz V-Class or comparable vehicle.
These models are given solely as examples of the level of finish.
123 MOVE may assign a vehicle from a higher category at no extra charge.
A lower category cannot be substituted without the Client's prior agreement. Where the Client accepts a lower category, the corresponding price difference is refunded or deducted.
The vehicle's capacity is determined based on the information provided at the time of booking, in particular the number of passengers and the luggage and equipment declared.
25. Luggage and special equipment
In order to arrange a suitable vehicle, the Client is asked to indicate the number and type of their luggage.
Particularly bulky equipment, in particular skis, snowboards, bicycles, strollers, foldable wheelchairs or oversized luggage, must be reported at the time of booking.
Where the actual volume is greater than announced, 123 MOVE and the chauffeur will, as far as possible, look for a solution allowing all passengers and their belongings to be transported.
Where this solution generates an additional cost, the Client is informed of it beforehand.
It is only where no reasonable solution can be found that certain luggage or equipment may not be accepted, in particular where loading it would exceed the vehicle's capacity or compromise safety.
26. Recommended pickup time
For transfers to an airport or train station, 123 MOVE may recommend a pickup time based in particular on the flight or train time, the usual journey duration, and reasonably foreseeable conditions.
This time may be revised up until the date of the transfer to take account of changes in traffic conditions, weather conditions, road conditions, known closures or restrictions, and any circumstance likely to significantly affect the journey time.
Where 123 MOVE recommends an earlier time, the Client is informed as soon as possible.
The Client remains free to keep a later time. Where the Client chooses not to follow the recommended time, they assume the additional risk directly linked to the reduced safety margin that was pointed out to them.
This provision does not affect 123 MOVE's liability where a failure attributable to it contributes to the missed flight or train.
27. Chauffeur delay at pickup
This article concerns exclusively the case where the chauffeur arrives after the agreed pickup time.
As part of its quality policy, 123 MOVE organises its services with the aim of having the chauffeur present around fifteen (15) minutes before the agreed time, where conditions allow.
This head start is a service objective and does not change the contractual time.
Only the time confirmed to the Client constitutes the contractual reference time.
In the event of a chauffeur delay beyond this time, 123 MOVE informs the Client as soon as it becomes aware of it and does everything possible to limit the wait and arrange pickup as soon as possible.
A reasonable delay does not automatically give rise to a reduction or compensation, without prejudice to mandatory legal provisions.
28. Flight or train missed due to 123 MOVE
Where the Client misses their flight or train because of a pickup delay directly attributable to 123 MOVE, 123 MOVE bears the consequences of this failure under the conditions set out in this article.
This cover assumes that the Client provided accurate information about their flight or train and chose a time allowing a reasonable margin, taking into account in particular the recommendations made by 123 MOVE.
Where these conditions are met and the delay attributable to 123 MOVE is the determining cause of the missed connection, 123 MOVE covers, on production of supporting documents, the reasonable and necessary costs incurred to enable the Client to continue their journey, in particular the reasonable cost of a new transport ticket.
123 MOVE works with the Client to find the most suitable solution allowing them to continue their journey as soon as possible and under reasonable conditions.
Expenses with no direct link to the incident, and upgrades or comfort options chosen where a reasonable, less costly solution was available, are in particular not covered.
29. Liability
123 MOVE is liable for the performance of its obligations under the conditions provided for by applicable law.
Its liability cannot be engaged for consequences directly attributable to the Client, in particular due to incorrect information, a delay attributable to the Client, or failure to follow a time recommendation clearly brought to their attention.
Nor can it be held liable for the consequences of external events that are not legally attributable to it, subject to applicable mandatory legal provisions.
No provision of these Terms and Conditions is intended to exclude or limit any right that the consumer Client benefits from under a mandatory provision.
30. Force majeure
Neither party may be held liable for a failure resulting from an event meeting the conditions of force majeure under French law.
The parties will, where reasonably possible, work together to find a solution allowing the service to be rescheduled, adapted or continued.
31. Complaints
Any complaint relating to a booking or the performance of a service may be sent to contact@123move.fr.
The Client is asked to provide their booking reference and any information allowing the request to be examined.
123 MOVE strives to handle complaints as promptly as possible.
32. Governing law and competent courts
These Terms and Conditions and the contracts concluded with 123 MOVE are governed by French law.
Consumer Clients: this choice does not deprive the consumer Client of the mandatory protective provisions they may benefit from under applicable legislation.
Any dispute that cannot be resolved amicably falls within the jurisdiction of the competent French courts, under the conditions provided for by applicable legal rules, in particular those protecting consumers with regard to territorial jurisdiction.
Business Clients: a specific jurisdiction clause may apply under the conditions authorised by law, in particular where all parties contracted in their capacity as a business.
33. Language
These Terms and Conditions are drafted in French.
They may be translated into one or more languages to facilitate understanding by international Clients.
In the event of a difference in interpretation between a translation and the French version, the French version prevails, subject to applicable mandatory provisions.
34. Applicable version of the Terms and Conditions
The applicable Terms and Conditions are those accepted by the Client at the time their booking is confirmed and paid for.
Any subsequent change to the Terms and Conditions has no effect on bookings previously concluded.
123 MOVE keeps the various versions of its Terms and Conditions so as to be able to identify the version applicable to each booking.
35. Two-step payment, deposit to lock in the price
For bookings whose first transfer is sufficiently far ahead, 123 MOVE may offer the Client, at the payment stage, the option of locking in the price of the booking by paying only a deposit immediately. The amount of that deposit and the date on which the balance will be charged are displayed in full before any confirmation.
This option is offered at the sole discretion of 123 MOVE. The Client may always choose to pay the full price immediately instead.
Payment of the deposit constitutes firm confirmation of the booking and locks in the agreed price, regardless of any subsequent change in 123 MOVE's rates.
By choosing this payment method, the Client expressly authorises 123 MOVE to charge the balance of the booking to the payment method used for the deposit, on the date stated at the time of the order. This authorisation is obtained through a tick box separate from the acceptance of these Terms and Conditions.
The Client is informed of the amount and date of that charge at the time of the order, on the deposit invoice, and again by a reminder email sent before the due date.
The balance is charged after the expiry of the free cancellation period set out in article 12. The cancellation policy remains unchanged: the deposit is refunded in full if the booking is cancelled more than fourteen (14) days before the first transfer.
Two invoices are issued: a deposit invoice when the deposit is received, then a balance invoice which restates the total price of the service and deducts the deposit already paid.
Should the balance payment fail, in particular where the payment method has expired, 123 MOVE will inform the Client by email and provide a payment link. The booking is maintained during that period. Failing payment of the balance before the first transfer, 123 MOVE reserves the right to cancel the booking under the conditions set out in article 12.