Terms and conditions of sale

1. Who sells

The seller is PACO, a French simplified joint-stock company (société par actions simplifiée) with share capital of 6 000 €, registered under RCS Paris 108 372 970, with its registered office at 27 boulevard des Italiens, 75002 Paris, France.

EU VAT number: FR45 108 372 970. Contact address: contact@pacomobility.com.

Full legal information is on a dedicated page of this site.

2. What PACO sells, and in what capacity

PACO sells tickets for scheduled coach services. PACO contracts with you in its own name and engages road passenger carriers to actually operate the journey.

The consequence is simple, and it works in your favour: PACO is your single point of contact, for booking and for after-sales alike. You do not need to identify which carrier is driving the coach in order to enforce your rights, nor to contact them.

The carrier operating your journey is shown before purchase, on the payment page, and repeated on your ticket.

3. Booking

Booking is done online. You choose a journey, give each passenger's name and a contact email address, then pay. No account is required: one is created from your email address.

The contract is formed when payment is accepted and confirmation is sent to you electronically. Until that confirmation has been sent, no seat is secured, even if payment has been taken — in that case, you are refunded in full.

• The name on the ticket must be the passenger's. A ticket in someone else's name may be refused at boarding.
• Tickets are personal and non-transferable.
• You are responsible for the accuracy of the email address you provide: it is where the ticket and any travel information are sent.

4. Prices

Prices are shown in euros, inclusive of all taxes. The price displayed at payment is the price due: it covers the transport and any options you selected. PACO charges no service fee.

Prices vary over time and with occupancy. A journey's price may therefore change between two visits; only the price shown at payment binds you.

Options — extra luggage, seat selection, cancellation cover — are optional, priced individually, and added to the total before payment.

5. Payment

Payment is made online by bank card, or by digital wallet where your device offers it. It is handled by our payment provider; PACO never stores your card number.

The full price is due at booking. No seat is held without payment.

6. Your ticket

Your ticket is sent electronically as soon as the booking is confirmed, both as an attachment and as a link. It carries a code to be shown at boarding, on screen or printed.

Be at the boarding point at least fifteen minutes before departure. Photo identification may be requested. A passenger arriving after departure is not admitted and the ticket is lost.

7. The right of withdrawal does not apply

The fourteen-day withdrawal period that applies to online purchases does not apply to passenger transport services supplied on a specified date (article L221-28 of the French Consumer Code).

This does not prevent you from cancelling: cancellation is governed by our cancellation terms below, not by the right of withdrawal.

8. Cancelling or changing your journey

You can cancel your booking from your account, free of charge, up to 30 days before departure. After that, cancellation fees apply.

More than 30 days before departure

no fee.

Between 30 days and 7 days

30 % of the price.

Between 7 days and 2 days

60 % of the price.

Between 2 days and 30 minutes

80 % of the price.

Less than 30 minutes before departure

you can no longer cancel or change your booking.

These fees are ours and do not depend on the carrier operating the journey: they are the same on all our routes. No other fee is added.

If you took out cancellation cover, no fee is deducted, whatever the notice given. The 30-minute limit still applies: it is not commercial but physical - by then the vehicle is about to leave and the seat is counted.

The exact amount is calculated and shown to you when you ask to cancel, before any confirmation: you see what you paid, what is deducted, and what you get back. No cancellation is final until you have seen those three amounts and confirmed.

The amount is returned to you as a credit, available immediately in your account, usable on any booking and valid until 31 December 2026.

The following are neither changeable nor refundable: special offers, the Flex option and insurance. The insurance premium you paid is therefore kept, including where it is what allows you to cancel free of charge.

The above applies to cancellations you decide on. Where PACO or the carrier cancels, article 9 applies: the credit is then offered for the full amount, with no deduction, and you keep the right to require a refund to your payment method instead.

Exchanging a ticket — changing date or time — is not yet available online.

9. If PACO cancels, delays or changes your journey

A time, a boarding point or a vehicle may change. We tell you as soon as we know, at the address given when booking.

If the service is cancelled, or delayed by more than two hours beyond the scheduled departure time, you may choose between continuing to your destination on comparable terms at the earliest opportunity, or a full refund of your ticket.

If you choose the refund, it is offered to you as a credit for the full price of your ticket, available immediately in your account and usable on any future booking. It is the fastest form: you have it without waiting.

That credit is an offer, never an obligation. If you would rather be refunded to the payment method you used, tell us and we will do it, free of charge and unconditionally, within fourteen days of your request. Accepting the credit waives nothing: as long as it is unspent, you may still ask for the remaining balance to be refunded in money.

These rights arise from Regulation (EU) No 181/2011 concerning the rights of passengers in bus and coach transport, which applies in addition to these terms and prevails over them wherever it is more favourable to you. Nothing in this article can deprive you of the right to obtain a refund of your ticket price.

10. Your rights as a passenger

Regulation (EU) No 181/2011 grants you rights that nothing in this document can reduce. The main ones:

Information

to be informed about the journey, its conditions and your rights, before and during travel.

Assistance

on services where the scheduled journey exceeds three hours, to receive — in the event of cancellation or significant delay — snacks or meals appropriate to the waiting time, and accommodation where an overnight stay becomes necessary, within the limits set by the Regulation.

Compensation

on scheduled services where the scheduled distance is 250 kilometres or more, to obtain compensation in addition to a refund, in the cases set out in the Regulation.

Disabled persons and persons with reduced mobility

to be carried without discrimination and to receive assistance free of charge, on the conditions and subject to the reservations set out in the Regulation. Tell us what you need when booking, and no later than thirty-six hours before departure.

The body responsible for enforcing this Regulation in France is designated by the public authorities; its contact details are available from the ministry responsible for transport.

11. Luggage

The luggage allowance for your journey is that of the carrier operating it; it is shown before purchase. Extra luggage may be bought as an option, subject to hold capacity.

• Valuables, documents and medication must stay with you in the cabin.
• Dangerous or unlawful items, and items whose carriage is regulated, are prohibited.
• PACO is not liable for items left on board or in the hold beyond what the law requires.

12. On board

The driver's instructions apply to everyone. Seat belts must be worn where the vehicle is fitted with them. Smoking, including vaping, is prohibited.

A passenger whose behaviour endangers the safety or the peace of others may be refused boarding, or set down, without refund.

13. Liability

PACO is answerable for the proper performance of the transport it sells, including where it is operated by a carrier it has engaged. It is not answerable where non-performance is attributable to the passenger, to a third party unconnected with the transport, or to an event beyond its control whose consequences could not have been avoided.

Nothing in this document limits the rights the law grants to consumers, nor PACO's liability for personal injury or gross negligence.

14. Complaints and mediation

Send any complaint to contact@pacomobility.com. We acknowledge receipt within one month and answer within three months.

If our answer does not satisfy you, you may refer the matter free of charge to the consumer ombudsman PACO belongs to: NotreAccord Consommation, 132 rue Fondaudège, 33000 Bordeaux — www.mediation-consommation.notreaccord.com. A referral is only admissible after a written complaint has gone unanswered or been answered unsatisfactorily.

You may also use the European online dispute resolution platform available on the European Commission's website.

15. Personal data

How we handle your data is described in our privacy policy, which forms part of these terms.

16. Governing law

These terms are governed by French law. In the event of a dispute, the French courts have jurisdiction, without prejudice to the consumer protection rules that allow you to bring proceedings where you live.

Only the French version of this document is authoritative. This translation is provided for information.