Policies & disputes
The operating rules that apply to passengers, drivers and transport companies using Fleur de Rocaille Transport.
Every booking shows an estimated fare before confirmation, priced on base fare, distance, travel time, vehicle category, peak periods and any handling extras.
The final fare may differ if waiting time, route or scope changes. Any change is shown to the customer and requires an administrator note when adjusted manually.
Cash is collected by the driver on completion. Card payments are planned for a later release.
Fleur de Rocaille Transport retains 10% of each completed fare. The remaining 90% is due to the driver and settled weekly.
Customers may cancel free of charge before a driver is assigned.
Once a driver is on the way, a cancellation fee may apply to cover the driver's travel.
If the customer is not at the pick-up point after the agreed waiting period, the driver may declare a no-show and a fee applies.
Drivers who repeatedly cancel accepted trips may be suspended from the platform.
A short free waiting window applies at pick-up. Additional waiting is charged per minute at the rate for the vehicle category.
Waiting minutes are recorded by the driver at completion and included in the final fare breakdown.
Customers must describe goods accurately, including weight, dimensions and any fragile or hazardous characteristics.
Loading and offloading assistance is optional and charged separately.
Insurance can be requested at booking. Where no insurance is requested, liability is limited to the terms of the driver agreement.
Dangerous, illegal or prohibited goods may not be transported and will be refused.
Drivers and transport companies must supply identity documents, a valid driving licence, roadworthiness certificate and insurance documentation. Permits and PDPs are required where applicable.
Accounts are activated only after review. Expired documents automatically suspend a driver until updated records are verified.
Customers and drivers may raise a dispute against a completed or cancelled trip from their dashboard.
Each dispute receives a reference number and is reviewed by an administrator, who may adjust the fare, waive a fee or approve a refund.
Safety incidents and accidents are escalated immediately and may result in suspension pending investigation.
Customers rate drivers after each completed trip. Persistent low ratings or conduct complaints are reviewed and may lead to suspension.
Abuse, discrimination and unsafe driving are not tolerated.