This policy sets out the sales, cancellation and refund terms applicable to the car owner who books an appointment on RendezVousAuto.com. The professional subscription — plans, commissions, platform fees, withdrawals, assistant minutes and SMS reminders billed above quota — is governed by the “Partner terms”.
1. Role of the platform
RendezVousAuto.com is a connecting platform. It guarantees that the appointment is placed with the chosen business and that its payment is traceable. The mechanical service itself is performed by the business, under its sole responsibility: the platform neither performs nor guarantees it, and cannot be held liable for the quality, the timeliness or the outcome of the work carried out.
2. Deposit set by the business, and invoice
It is the business, not the platform, that decides whether an appointment requires a deposit and how much it is: the same service may be booked with no deposit at one business and with a deposit at another. The amount is displayed on the appointment before any confirmation. Where a deposit is required, it is collected by the platform at the time of booking and the appointment is confirmed only once the payment succeeds. It is deducted from the price of the service: you must claim it from the business you chose by presenting the invoice issued by the platform. Without that invoice, the business is not required to deduct it.
3. Cancellation by the car owner
Cancellation is requested from your customer area. The refund follows the cancellation notice period and the refund percentage recorded on the appointment at the time of booking: they are displayed before confirmation, and a later change to the platform configuration does not apply to an appointment already booked. As of today, a cancellation requested more than twenty-four (24) hours before the appointment time gives entitlement to a refund of eighty percent (80%) of the deposit, the remaining twenty percent (20%) being retained as platform fees; within twenty-four (24) hours, the deposit is retained in full. The refund is requested through a support ticket, and through it alone.
4. Rescheduling an appointment
Any request to reschedule or change an appointment is addressed directly to the business, which alone holds its availability. The platform imposes no rescheduling on a business.
5. Late business and refund
The business undertakes to take the vehicle in with a maximum delay of fifteen (15) minutes past the agreed time. Beyond twenty (20) minutes of delay, the car owner may request a refund of the deposit. The request is filed through a support ticket, together with a photograph proving presence on site, and must be sent within sixty (60) minutes following the appointment time. After that deadline, the request is inadmissible. Where the request is well founded, the deposit is lost to the business and returned to the car owner.
6. Service performed
No refund is granted once the service has been performed, even if a delay was recorded. A dispute over the quality of the service is settled directly with the business.
7. Scope of refunds
A refund granted to a car owner covers the deposit paid and nothing else. Free appointments and appointments whose payment failed give rise to no fee and to no refund.
8. Fraudulent use of a payment method
Any illegal or fraudulent use of a payment method — stolen card, abusive chargeback, identity theft — leads to the immediate cancellation of the appointments concerned, the suspension of the account and legal proceedings.
9. Payment method
The registered payment method must be legally active and not blocked, and the person registering it must hold the legal authorisation to use it. An inactive, blocked or unauthorised payment method leads to the immediate suspension of the service and, where applicable, to legal proceedings.
10. How to request a refund
Every refund request goes through a support ticket opened from the site’s “Support” page, and through it alone: neither a call to the business nor an email sent elsewhere opens a request. The ticket carries the appointment concerned, the reason and, where the request is based on a delay, the evidence required by section 5. The platform answers in the ticket, and its decision is recorded there.
11. Processing of refunds
Accepted refunds are executed by Stripe, on the original payment method. The time it takes for the funds to become available depends on the holder’s bank.
12. Professionals
The professional business that publishes its listing, receives appointments and subscribes to a plan is governed by the “Partner terms”: subscription and plan, cancellation window, automatic renewal, commissions, platform fees, withdrawals, assistant minutes and SMS reminders billed above quota, failure to pay. Its personal information is governed by the “Privacy policy — professionals”. This policy governs only the relationship between the platform and the car owner.
13. Contact us
Contact form on the site, or communication
rendezvousauto.com.