General Terms and Conditions of Use and Sales of the Charging Service

December 2025

PREAMBLE

These General Terms and Conditions of Use and Sale (hereinafter “GTCUS”) define the terms and conditions of use and sale of the Charging Service for electric and rechargeable hybrid vehicles offered by ENGIE Mobilités Electriques and are intended for Users of the Service.

ENGIE MOBILITES ELECTRIQUES is a simplified joint stock company with a capital of €54,880,000, registered in the Nanterre Trade and Companies Register under number 909 073 363, with its registered office located at 1 place Samuel de Champlain – 92930 Paris La Défense Cedex. Intra-community VAT numbers: FR14909073363 and BE1020493547. ENGIE Mobilités Electriques operates under the ENGIE Vianeo brand (hereinafter “ENGIE Vianeo”).

DEFINITIONS

Any term or expression with an initial capital letter has the following meaning:

Application: refers to the ENGIE Vianeo mobile application, available for free download on Google Play and the Apple Store, dedicated to the Charging Service and compatible with Android and iOS systems. It allows users to create a Customer Account, locate a Charging Point, and pay for charging.

GTCUS: refers to these General Terms and Conditions of Use and Sale for the Charging Service provided by ENGIE Vianeo.

Customer Account: refers to the account created by the User by completing the registration form available on the ENGIE Vianeo Application, allowing them to access the various features of the Charging Service.

Charging Point: refers to a facility located in a parking space providing access to the Charging Service provided by ENGIE Vianeo.

Charging Service or Service: refers to the charging service provided by ENGIE Vianeo and includes, in particular, the following services: (i) access to charge a Vehicle at a Charging Point; and (ii) access to the User support service for technical questions.

ENGIE Vianeo website: refers to the ENGIE Vianeo website accessible at the following address: http://www.engie-vianeo.com. 

User: refers to the user of the Charging Service.

Vehicle: refers to any road vehicle powered entirely by an electric motor, and/or any hybrid vehicle powered partially by an electric motor, which vehicle can use electricity stored in a rechargeable battery through the use of a Charging Point.

ARTICLE 1 – TERMS AND CONDITIONS OF CHARGING

The Charging Service provided by ENGIE Vianeo includes all charging-related services available from Charging Points, the Website, and the ENGIE Vianeo Application. The Service includes, in particular: the sale of the Charging Service and the subscription to a Customer Account.

Use of the Charging Service is subject to the User’s acceptance of and compliance with these GTCUS and the ENGIE Vianeo Privacy Policy.

ARTICLE 2 – USE OF THE CHARGING SERVICE

2.1 TERMS OF USE FOR CHARGING POINTS

The User must comply with the instructions displayed on or near the Charging Point, which can be consulted at any time, and ensure that the Vehicle is correctly and validly parked in accordance with the layout of the premises and the applicable parking regulations.

The User shall ensure that he uses the correct plug and cable in accordance with the provisions below and also comply with the Vehicle manufacturer’s instructions. The User shall ensure that the Vehicle is compliant, approved, and in good condition. The User shall ensure that the Vehicle is monitored before, during, and after charging.

To connect and charge the Vehicle at the Charging Point, the User must only use the Charging Point cable when it is attached to the Charging Point and forms an integral part of it, to the exclusion of any other accessories.

In the event that the User uses their own cable, the User must ensure before use that it is an approved cable that is compatible with the Charging Point, in good working order, and allows the Vehicle to be connected. The User undertakes to use the plug that corresponds to the technical characteristics of their Vehicle.

When using Charging Points, the User agrees to comply with all regulations in force for and in relation to charging, as well as all parking rules.

The User must ensure that he/she has a means of payment and that it is compatible with the use of the Charging Point.

If the Charging Point cannot be released correctly, the User must call the technical support number indicated on the Charging Point.

2.2 CIRCUMSTANCES MAKING CHARGING IMPOSSIBLE OR MORE DIFFICULT

Recharging may be prevented or disrupted, in whole or in part, temporarily or otherwise, by circumstances beyond ENGIE Vianeo’s control. These circumstances may include, but are not limited to:

  • Breakdown, failure, or malfunction of the electricity grid or measures taken unilaterally by the operator(s) of said grid;
  • Breakdown, failure, or malfunction of the telecommunications/Internet network or measures taken unilaterally by the operator(s) of said network;
  • Interruption, failure, or malfunction of the payment network or measures taken unilaterally by the operator(s) of said network;
  • Failure or malfunction of the Vehicle itself or its charging components;
  • Vandalism, theft, or damage to the Charging Point or any of its components, including the charging cable and payment terminal; 
  • Measures and/or prohibitions taken by certain national or foreign authorities or by a regulatory body, natural disaster, mobilization, war, sabotage, boycott action, etc.

2.3 TERMS OF USE THE WEBSITE AND APPLICATION

All costs associated with connecting to the Website and Application, whether for hardware, software, or Internet access, are the sole responsibility of the User.

ENGIE Vianeo strives to ensure that the Website and Application are accessible at all times. However, it cannot be held liable in the event of temporary unavailability, particularly for reasons of maintenance, force majeure, IT difficulties, or telecommunications network issues.

Anyone accessing the Website or Application and using their features acknowledges having read these GTCUS and agrees to comply with them. The User also agrees to use the accessible content in accordance with the regulations in force.

The ENGIE Vianeo mobile Application is available free of charge to anyone with Internet access and can be downloaded from Google Play and the Apple Store. It allows users to locate stations, view availability rates, create a customer account, and pay for recharges online by credit card.

The User is solely responsible for his/her Customer Account and its use. As such, any banking transaction carried out via the Application is deemed to have been carried out by the User who holds the account, who remains liable for the amount of the services provided and purchases made.
ENGIE Vianeo declines all responsibility in the event of fraudulent use of the User’s account.

Users who have an account may save their bank details on the Application to facilitate future purchases and remain fully responsible for the use made of such details.
Users may request the deletion of their Customer Account and any associated personal data at any time.

It is strictly prohibited to seek, in any way whatsoever, to hinder or attempt to hinder the proper functioning or features of the Website and the Application, in particular by performing operations that result in an excessive load that is not consistent with normal use of the Website or the Application. The unauthorized use of systems or devices designed to search, retrieve, copy, monitor, and/or extract data available on the Website and Application for direct or indirect commercial use, in particular for the purpose of displaying it on another digital support, is also prohibited.

ARTICLE 3 – PRICES – BILLING AND PAYMENT TERMS

3.1 PRICE OF THE CHARGING SERVICE

The Charging Service is provided at the rate in effect at the time of charging. This rate is displayed directly at the charging point (on the screen, via a QR code to be scanned, or on a sticker) and on the totem at the entrance to most of our stations. Unless otherwise specified, the price of the Charging Service depends on the amount of kWh delivered and/or the duration of use.

The pricing based on the duration of use is intended to prevent prolonged occupation of spaces without recharging (the phenomenon of “parking hogging”) and to ensure better availability of our Charging Points for Users.

For Users of the Service using a card or rechargeable application from a third-party provider, additional fees, such as subscription costs, may be applied by that operator. Users should therefore refer to the rates charged by the third-party mobility service operator to find out the price of charging. 

3.2 TAXES AND CHARGES

The price of the Charging Service is automatically increased by the amount of any taxes, duties, charges, fees, or contributions of any kind, whether current or future, in accordance with the laws and/or regulations in force on the date of payment.

3.3 PAYMENT TERMS AND CONDITIONS

The User can use the Charging Service in several ways :

  • by ‘contactless’ bank card only via the payment terminal when it is present at the Charging Point;
  • by bank card on the ENGIE Vianeo Application;
  • by bank card online via the QR code displayed at the Charging Point or the following link:  https://charge.engie-vianeo.com/;
  • by recharge card from a third-party service provider.

The User must ensure that he/she has a appropriate means of payment for the selected charging route (credit card, mobile payment, or use of a third-party charging card):

ENGIE Vianeo provides Users with the option of paying by bank card via the payment terminal when it is present at the station. Payment via the payment terminal is contactless only.

Payment is also possible online via the QR Code displayed at the Charging Point and accessible throughout the ENGIE Vianeo network. Once the QR Code has been scanned, the User will be redirected to the dedicated payment page and can follow the instructions. To start charging the Vehicle, the User must enter his/her bank details. A receipt can then be sent to the User’s email address if the User has provided it.

For bank card payments, a pre-authorization will be requested from the User’s bank. This prepayment constitutes a reserve, and only the cost of the recharge will be debited from the User’s bank account.

ARTICLE 4 – ASSISTANCE SERVICE AND BREAKDOWNS

The assistance service is available 24 hours a day, 7 days a week for any questions or problems concerning an immediate charging need, at the following telephone numbers:

  • In France : +33 (0) 9 69 37 60 09 (toll-free call);
  • In Belgium : +32 (0) 800 12 599 (toll-free call).

In the event of a malfunction at a Charging Point, the User must immediately contact the telephone number(s) indicated at the Charging Point.

In the event that a User attempts to resolve the malfunction himself, ENGIE Vianeo shall in no way be held liable for any damage resulting directly from their intervention.

For any other questions or complaints, you can contact our customer service department via the online contact form available at the following link: https://www.engie-vianeo.com/en/help-and-support/.

ARTICLE 5 – LIABILITY

5.1 LIABILITY OF ENGIE VIANEO

ENGIE Vianeo  makes every reasonable effort to offer a secure, high-quality Vehicle Charging Service.

However, ENGIE Vianeo guarantee that its Charging Points will be accessible, operational and/or available at all times.

A Charging Point uses a communications infrastructure (whether public or private), such as (mobile) Internet connections. ENGIE Vianeo cannot guarantee the uninterrupted or fault-free operation of this infrastructure. ENGIE Vianeo is in no way liable for damage resulting directly from malfunctions of the communications infrastructure for which it is not responsible and over which it has no control.

ENGIE Vianeo shall not be liable for any damage resulting exclusively from improper use as referred to in Article 2.1 or from the cases referred to in Article 2.2.  ENGIE Vianeo shall not be liable if the Vehicle cannot be charged safely due to a defect in the Vehicle and/or the tools provided and used by the User, such as charging cables. ENGIE Vianeo assumes no obligation of suveillance and shall in no event be liable for any damage, theft, or disappearance of the Vehicle and/or any theft from inside the Vehicle not resulting from its fault, in particular in the event of acts of vandalism.

In the event of a complaint, the User is invited to inform ENGIE Vianeo as soon as possible, by post or email in accordance with Article 10 of these GTCUS, providing the information necessary to process the complaint, including the number of the Charging Point or its location, the date and time or time slot of the incident to be reported, a brief description of the incident or complaint, and the contact details of the User or the person making the complaint.

5.2 USER LIABILITY

The User is liable for any damage suffered by him, third parties, or ENGIE Vianeo which is the consequence of faulty use by the User of a Charging Point and/or any associated materials, in particularly when the instructions or details contained in Article 2.1 have not been strictly followed.

The User undertakes to use the parking spaces reserved for charging exclusively for the purpose of charging his/her Vehicle. The User therefore undertakes not to park in a charging-only space if the Vehicle is not/no longer being charged. Failing this, the User may be liable for the removal of his/her Vehicle and/or a fine or ticket issued against him, for which he/she will bear all consequences, including financial ones. The User may also be liable for costs related to the duration of use in accordance with Article 3.1.

ARTICLE 6 – PERSONAL DATA

6.1 DATA CONTROLLER, COLLECTION OF PERSONAL DATA, PURPOSES AND LEGAL BASIS

As part of its Charging Service sales activity, ENGIE Vianeo, acting as data controller, processes User data electronically in accordance with the provisions of European Regulation (EU) 2016/679 of April 27, 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (“GDPR”).c

User data may be processed by ENGIE Vianeo on the basis of your consent to processing (e.g. for commercial prospecting), on the grounds of legitimate interest (e.g. for the management of complaints and disputes), to ensure compliance with a legal obligation or within the framework of a contract.

Personal data collected in connection with the Charging Service is processed by ENGIE Vianeo for the following purposes in particular:

  • The sale of the Charging Service;
  • The management of requests for information and/or contact (customers, press, etc.);
  • Commercial management and marketing;
  • Management and monitoring of customer relations in general;
  • Improvement of the customer experience;
  • Management of opinions, complaints, and disputes;
  • Optimization of the functioning of its websites and mobile application;
  • Statistical studies.

6.2 RETENTION PERIOD

The data processed is retained only for the period necessary to achieve the purposes described above, within the limits of the applicable limitation periods or legal obligations to retain commercial documents. For commercial prospecting purposes, the data is retained for a maximum period of three (3) years from the date of collection by ENGIE Vianeo or the last contact from the prospect.

6.3 RECIPIENTS OR CATEGORIES OF RECEPIENTS

The data processed is intended for ENGIE Vianeo’s internal departments, its service providers involved in the purposes defined above, financial and postal institutions, and third parties authorized by law or regulation.

6.4 PERSONAL RIGHTS

User has the right to access, rectify, obtain additional information about, erase, restrict, object to, and transfer his/her data, under the conditions provided for by current data protection regulations, from ENGIE Vianeo.

Users or prospects may object at any time to the processing of their data for commercial prospecting purposes, including advertising profiling related to such prospecting, under the conditions provided for by the regulations.

When Users have given their consent to the use of certain data, they have the option of withdrawing their consent at any time.

The above rights may be exercised by wrinting to: ENGIE Mobilités Electriques – Service Clients – 1, Place Samuel Champlain – 92930 Paris La Défense Cedex or by email to: rgpd.vianeo@engie.com.

The User also has the option of lodging a complaint with a competent supervisory authority.

For more information on the processing of their personal data, Users are invited to refer to the Privacy Policy available at the following link.

ARTICLE 7 – MODIFICATION OF GENERAL TERMS AND CONDITIONS OF USE AND SALES

These GTCUS may be consulted at any time on the ENGIE Vianeo Website and Application.

ENGIE Vianeo reserves the right to modify these terms and conditions at any time and will date them. The version in force on the day of reloading, as previously brought to the User’s attention, will apply.

ARTICLE 8 – INFORMATION

The User may send ENGIE Vianeo a request:

ARTICLE 9 – OTHER PROVISIONS AND APPLICABLE LAW

If any provision of these GTCUS, for any reason whatsoever, is found to be wholly or partially invalid, void, illegal, or unenforceable under applicable law, the other provisions of the CTCUS shall remain in full force and effect. ENGIE Vianeo will, however, endeavor to agree on an appropriate and economically equivalent alternative to the invalid provision.

The law applicable to these GTCUS is French law, except for any mandatory provisions to the contrary arising from Regulation No. 593/2008 of June 17, 2008, on the law applicable to contractual obligations (Rome I). This choice of law is without prejudice to the application of consumer protection regulations in the User’s place of habitual residence if these are more favorable to the User.

ARTICLE 10 – DISPUTE RESOLUTION

In the event of a dispute relating to ENGIE Vianeo’s services within the framework of the Recharging Service, the User may send a written complaint to ENGIE Vianeo at the address mentioned in the “Information” article.

In accordance with the provisions of the Consumer Code, after submitting a written complaint to ENGIE Vianeo, if the User is not satisfied with the response provided, the User may submit the dispute to the Consumer Ombudsman:

These methods of amicable dispute resolution are optional, and the User may refer the matter to the competent court at any time.