Help

 

 


CoRacer Help Center


 

 

Find in this space the answers to your questions.

 

 


1) Your Profil


 

How do I create my account?

 

If you don't have a CoRacer account yet, go to co-racer.com and click on "Register". Select the type of account you want to create (Individual or professional). You can register using your email address or Facebook account. Registration and creation of your CoRacer account is free of charge. Once registered, be sure to complete the creation of your account before making a reservation or publishing an offer.

 

How do I choose my account?

- A "Private" account will allow you to book all the offers proposed on the CoRacer platform.

- A "Professional" account is only for legal entities (Company, association, self-managed company...). This type of account will allow you to publish Track-Days offers, driving experiences, coaching services and others depending on your activity. A professional account is subject to prior checking before being able to publish offers on the CoRacer Website. The objective is to confirm its legal authentication.

 

How do I change my account or profile settings?

You can change the information displayed in your user account. To do this, you must go to "My space" then "My profile" (Photo profile, presentation, contact information...).

 

Why do I need a user profile?

Your profile is a good way for others to get to know you before making a reservation. A well completed profile shows other members that you are a reliable and authentic person or organizer.

 

Can CoRacer deactivate my account?

CoRacer reserves the right to limit, suspend or deactivate your account, in accordance with its General Terms and Conditions.

 

How do I deactivate my account?

To deactivate your user account you must send us an email to the following address: contact@co-racer.com . As soon as we receive your request, we will deactivate it. This will be effective within 72 hours after confirmation of your request. As a reminder, when your account is deactivated, all your reservations are automatically cancelled.

 

 


2) Authenticity of the accounts


 

What must my profile contain in order to publish or book an offer?

We ask all CoRacer users to provide us with some information before booking or publishing an offer. This information allows Sellers to know who has booked their offers and Buyers to know who are Sellers. We require the following: Surname and first name / e-mail address/ telephone number / A profile picture (Sellers only) / A presentation message (Sellers only) / An agreement of the General Terms and Conditions / Information on the payment method. Additional information may be requested from the Sellers (company registration, legal representative, etc.).

 

Is the identification procedure secure?

The information contained in the information or documents you provide to CoRacer during the identification process is governed by our Privacy Policy and transmitted by SSL (Secure Encryption used by websites).

Why didn't I receive an email notification?

If you do not receive an email notification from us, here are the solutions available:


- Check that your email address is correct

- Search all messages in your inbox

- Check your spam filters and others

 

How are business accounts authenticated?

It is mandatory for Sellers who want to publish offers and receive funds to provide us with certain documents that allow us to verify that they are in good standing legally. In addition, they must sign our General Conditions of Use which clearly specify that they are independent, Sellers, and that they are not employees of our company. As soon as you have registered, we will contact you (by email) to finalize the opening of your professional account.

 

 


3) Security and password


 

How do I reset my password?

If you have forgotten your password or are having trouble logging into your CoRacer account, click on "Login" and then "Forgotten Password". Enter the email address you use for CoRacer and you will receive a link by email that will allow you to reset your password. If you wish to change your password, click on "My space" then "My profile" and finally click on "Contact & Security". Enter your new password and password confirmation. Click on "Update". Your new password is now operational.

 

How do I change the email address I use on CoRacer?

To change the email address you use for your CoRacer account: Go to "My space" then "My profile", go to the "Contact & security" section. Change your email address and click on "Update". You will receive an email asking you to confirm this new email address.

 

 


4) Creating an offer (Sellers only)


 

How do I change my offer ?

To manage your offer go to your user account by clicking on "My space" then "My offers". Other information to remember about the modification of your offer:

- Some modification options (for example, calendar, booking settings and price) do not appear until you have published your offer.

- Changes apply only to reservations recorded after these changes; they do not apply to reservations that have already been made.

- When you make a change, remember to click on the "Save" or "Edit" button depending on the changes made. Changes may take a few minutes to appear on your public offer.

 

Can I change the description of my offer after a person has already made a reservation?

Users who have made a reservation do not see any updates or changes you make to your offer. As a Seller, you are responsible for ensuring that the description of your offer is accurate at the time of booking. If you have deleted an important element from your offer, immediately send a message to the user via the integrated CoRacer messaging: Go to your user account in "My space" then "Messages". If he no longer wishes to book your offer, you will be responsible for cancelling the reservation so that he can look for another offer.

Where should I indicate my conditions or disclaimer and how is it accepted (professional)?

When you create your offer, in the "Conditions and rules" field you can indicate the information you wish to communicate to the participant.

Once the reservation has been made by the buyer, before confirming his reservation request, you can send him a message via the integrated messaging system: "My space" then "Messages". In this message you can provide him with additional information and attachments (Disclaimer etc...) so that he can complete them and send them back to you via the integrated messaging system. By using CoRacer messaging, you are protected in terms of data confidentiality and in the event of a dispute.

When you receive a booking request you will receive the following information directly: Name and first name of the participant, Telephone number.


It is possible to ask the participant for additional information directly from:

  • Integrated messaging
  • Via your "Conditions and rules" field in your persona space : "My offers" section, indicate the desired information. The participant will be able to enter this information when validating his reservation via the "Send a message to the Seller" field. Example: Brand and model of the vehicle participating in the event, Vehicle registration, Member number (Club etc...) and other necessary information according to the type of offer.

 

Is it necessary to translate my offer?

CoRacer has a feature that automatically translates the content of your offer into French and English (other languages to come). We want users to be able to notice your offer and read your description. That is why we encourage you to write the description of your offer in other languages.

 

How to put several offers online?

To post several offers online, simply publish a new offer, to do so, click on "Publish your listing", you will find the list of your offers in your user account under "My offers".

 

How to activate or deactivate an offer?

To activate or deactivate an offer, go to your user account and then "My offers". You can change the status of your offers by:

  • "Published" (available for booking)
  • "Hidden" (the offer does not appear on the platform, useful when you want to modify an offer or when there is no more availability)
  • "Delete" (to delete it completely)

 

 


5) Timetable and availability (Sellers only)


 

How do I define my availability in my offer?

Once your offer is published, go to your personal space: "My space" then "My offers". Click on "Modify" in the desired offer. To change the availability of your offer, go to "Calendar". You can define your availability in this space.

You can specify a single date or several availability dates, whether consecutive or not. The available dates appear with a green background.

Important : Click on "Save" to save the changes.

 

 


6) Prices (Sellers only)


 

Can I offer a personalized rate ?

At the moment it is not possible to offer a personalized rate for a customer. However, you can communicate the details of your offer to your potential customer. This will allow him to book the offer at the right time.

 

How do I set the price of my offer?

You are free to charge the price that suits you for your offer. To help you set your price, you can consult similar offers and get an idea of the market prices for equivalent services.

 

How to add paid options?

For each offer, you can add paid options. To do this, you must go to "My space" and then "My offers". Select the heading "My services" then "Option" then "Add an option". You can manage your options very easily from this space.

 

 


7) Mes reservations (Sellers only)


 

What information do I get when my customer books?

First and last name, telephone number, booking details. If you have indicated it in your offer, your customer will be able to provide you with additional information directly when booking or via the integrated messaging system.

Example: brand and model of the participating vehicle, vehicle registration, driving level, member number (Club, brand event) etc....

 

How does my e-mail address appear for my contacts?

Your email address is not transmitted (Buyer or Seller). It is only known by CoRacer. For all exchanges, it is necessary to use the integrated messaging system in order to be protected and covered in the event of a dispute, in parallel with our general conditions of use.


It is also possible to contact your contact person by phone. This information is available when a reservation has been made. In your user area go to "My Bookings", then go to the details of the reservation concerned, you will find the phone number.

 

What if the buyer does not show up for his reservation?

If you have difficulty reaching the buyer, here are some suggestions: Try to contact him through another means of communication. You can try to reach him: by the integrated CoRacer messaging or by phone. To do this, go to your user area under "My bookings" and click on "Open" in the relevant booking.


 If the buyer decides to cancel or not to come, we will enforce your cancellation conditions and your payment will be made. See our cancellation and payment conditions for more information.

 

How can I increase the value of my offer?

Describe in an attractive way the event or experience you are offering. Download high quality photos, give as much information as possible, describe the different services you offer as part of this offer.

 

Can I change the price of a reservation?

If you change your pricing settings, the changes will only apply to future booking requests.

 

Can the seller ask me to sign a contract?

Yes, it is possible that the seller may ask for contracts to be signed before the service is provided.

 

What if the buyer wants to change his reservation?

It is not possible to directly modify a reservation, to modify a reservation you must cancel it and make a new one. Please read the Cancellation and Refund Conditions before any cancellation.

 

What happens if the buyer cancels his reservation?

If the buyer cancels his reservation, you will automatically receive a notification. Depending on the applicable cancellation and refund conditions, the payment for a cancelled reservation will be issued between 24 and 72 hours after the set refund deadline.

 

How can I view or modify the cancellation conditions of my offer?

In your user space, go to "My offers" and then "Modify". To change the cancellation policy that applies to the offer click on "My Services" then "Cancellation Policy". You can choose from 2 policies:


- Strict Cancellation Policy: In case of cancellation by the buyer no refund is possible.


- Flexible Cancellation Policy :


Case n°1: Cancellation made by the buyer more than 30 days before the start of the service 100% of the amount of the reservation is refunded.


Case n°2: Cancellation made by the buyer between 15 and 30 days before the beginning of the service: 50% of the amount of the reservation is refunded.


Case n°3: Cancellation made by the buyer less than 15 days before the beginning of the service, no refund.


Please note that any modification of the cancellation conditions will not apply to bookings already made.

 

How to cancel a reservation as a Seller? What are the penalties?

It is not possible to cancel a reservation as a Seller directly from the platform. We advise you to contact your customer(s) to find a solution. CoRacer can help you find a solution but without any obligation of result, moreover if these cancellations are too frequent, CoRacer can decide to suspend the account of the Seller concerned, in accordance with our General Use Policy.

 

What is the CoRacer force majeure policy?

See our General Terms and Conditions.

 

Where can I find the list and details of bookings?

In your user area "My Space" then "My bookings". You can access the list of reservations made for each offer. Click on "Details" to access the booking details.

 

Is it necessary to confirm a booking?

When you receive a reservation we send you an e-mail inviting you to confirm the reservation request. You must confirm it within 48 hours to be registered so that the funds can be withdrawn from the buyer's means of payment. In the event that the request is not validated within the deadline, the buyer will receive an e-mail informing him of the non-validation of his request and no amount will be charged.

 

 


8) My payments (Sellers only)


 

When am I paid?

The payment is made as follows:

Service subject to a "Strict" cancellation policy: The full amount of the booking, less the service fee, will be paid to the Seller as soon as the booking is confirmed.


Service subject to a "Relax" cancellation policy:

  • 30 days before the start date of the service: 50% of the total amount of the service. The same applies if the reservation is accepted between 15 and 30 days before the start of the service
  • 15 days before the start date of the service 50% of the remaining amount deducted from the platform service fee.


The receipt of funds is made within a period that can be variable depending on the payment method used by the Buyer and his bank (About 3 to 7 days).

 

What about my payment if I cancel a buyer's reservation?

In the event of cancellation due to the Seller:

  • The Buyer is refunded the full amount he has paid under the condition that the funds for the Seller have not yet been paid (according to the Buyer's cancellation policy).
  • In the event that only a portion of the funds have been paid (50%), the remaining funds will be refunded to the Buyer (according to the cancellation policy applicable to the Buyer). It is the Seller's responsibility to find a solution in its dispute with the Buyer.
  • In the event that all the funds have already been paid (100%), it is the Seller's responsibility to find a solution in its dispute with the Buyer.


Warning: In order to make Sellers responsible, guarantee the reliability of offers and protect Buyers from unwanted cancellations, CoRacer reserves the right to suspend the possibility for a Seller to publish offers with online booking if it cancels too often.

How can I calculate my payment?

The payment you will receive corresponds to the amount of the reservation less the platform service fee (8% to 12% depending on the offers published VAT included, 17% VAT may apply). This information is indicated in your personal space when adding a service in the detail of the "My Services" offer, under the heading "My Offers". These service fees apply to all services and options offered on the platform.  The CoRacer service fee is charged when a reservation is made.

 

Where can I find my payment history?


In your personal space section " My Payments ".

 

What are CoRacer service fees?

To cover the cost of processing payments during reservations, we charge Sellers a service fee for each registered reservation (8% to 12% depending of the offers published incl. VAT, 17% VAT may apply). VAT on our service fees may apply, in which case it will be 17% and will be directly included in the service fees deducted. In your user profile, under "Legal - Banking Information" you can also fill in the field "Intra-Community VAT number".

 

Can I choose the currency of my payments?

No. The currency of your payments depends on the billing address associated with the payment method you have chosen, not the country where your experience is located.

 

How long does it take for a bank account to be linked to my payments?

It generally takes less than 5 business days for a new payment method to receive CoRacer payments.

 

How do I change my user account?

To switch from a non-professional user account to a professional account, you must create a new account in the "Register" section

 

 


9) Searching an offer


 

How to make a reservation on CoRacer?

1)Register by clicking on "Register", fill in the required fields. Once your account is created, you will receive a verification email to confirm your user account.

2) Find the offer that suits you

3) Book now!

 

How to use search filters?

To refine your results you can use the following search filters: The type of offer, the country, the track, the date, the characteristics. In order to simplify your searches, we can add and sometimes remove filters.

 

How to search for offers?

You can make a selection using the search filters, you can also access all offers without sorting. To find offers, go to the home page, you can refine your search if you wish, and click on the Search button.


How do I know if an offer is available?


You can use the filters to see if the offer is available, you can also go into the details of the offer and see its availability.

 

 


10) Booking an offer


 

How to contact the Seller?

From the details of an offer or the Seller's profile you can send a message via the integrated CoRacer messaging system.

 

What are CoRacer's cancellation conditions?


- Strict cancellation policy : No refund possible.

- Flexible cancellation policy :

Case n°1: Cancellation made more than 30 days before the start of the service 100% of the amount of the reservation is refunded.

Case n°2: Cancellation made between 15 and 30 days before the beginning of the service: 50% of the amount of the reservation is refunded.

Case n°3: Cancellation made less than 15 days before the beginning of the service, no refund.

 

Does the Seller have to confirm my reservation?


Yes, when you make a reservation, a confirmation request is sent to the Seller for review and validation. The Seller has 48 hours to confirm your reservation. In the event that it is not confirmed you will not be charged the amount of the booking and you will receive an information message.

 

 


11) Price and fees


 

When is my payment method debited?

We collect your payment information at the time you send your booking request, we debit your payment method for the full amount once the booking request is confirmed by the Seller. The Seller receives the full amount paid only once the cancellation and refund deadline has passed.

 

How is the price of my reservation calculated?

The total price of a reservation on CoRacer is determined according to several criteria. Please note that the price is invoiced in full once the reservation has been made. Composition of the price: The costs fixed by the Seller (Services, quantity, options...). Other costs that may be included: Foreign exchange costs.

 

Can I pay in the currency of my choice?


No. The currency in which you pay is linked to your payment method and sometimes to your country. It is not possible to manually select your payment currency. When you select your country and payment method on the booking page, the currency in which you will be invoiced appears clearly before you confirm your booking request. When the currency in which you are paying is different from the default currency of the country where the event or experience is located, we automatically convert your payment.

 

 


12) Payment methods


 

What are the payment methods accepted by CoRacer?

We support different payment methods depending on the country in which your account is located. All available payment methods are displayed on the booking page, before your booking is sent. Once your country is selected, all your payment information is displayed (Credit card, bank transfer...). Payments in cash or off-site constitute a violation of our Terms and Conditions and may lead to CoRacer's exclusion. Indeed, if you pay off-site, it is more difficult for us to protect your information and you expose yourself to an increased risk of fraud.

 

Can I pay in the currency of my choice?

No. The currency in which you pay is linked to your payment method and sometimes to your country. It is not possible to manually select your payment currency. When you select your country and payment method on the booking page, the currency in which you will be invoiced appears clearly before you confirm your booking request. When the currency in which you are paying is different from the default currency of the country where the event or experience is located, we automatically convert your payment.

 

Why is my credit card declined?

A credit card can be refused for different reasons. CoRacer is generally not informed of the specific reason. Make sure that you have entered your card number and billing address correctly, that your account is sufficiently funded and that your card has not expired. If necessary, contact your bank or card issuer. If the latter is not able to help you, you can try to use another payment method.

 

Why do I have to check a payment method?

If you need to check a payment method, it probably means that one of them is under review. We review each reservation and payment method to ensure security on CoRacer. Once your payment method has been approved, you can book again.

 

 


13) Your experience


 

The offer I booked is no longer available on the website, why?

This means that the offer is no longer available for new bookings, your booking remains effective. However, you can find the reserved offer in your personal space under "My bookings".

 

How do I organize my meeting with the Seller?


The Seller and the Buyer must finalize the final practical details directly between them, the easiest being via the integrated CoRacer messaging. If necessary, you will find the contact information of your contact person in the Booking details. To do so, go to your personal space, under "My bookings" then "Details" of the booking concerned.

 

Can I extend my experience when the previous one ends?

If your reservation is completed, you cannot send a change request. You will need to make a new reservation.

 

 


14) Cancellation and refund


 

How to make a new reservation when the Seller cancels a reservation?

If the Seller cancels, you will be refunded according to our Cancellation and Refund Conditions. You can make a new reservation. Of course you can make several reservations at the same time on different offers.

 

What is the Force Majeure Policy?

See our General Terms and Conditions.

 

I have made a reservation, how can I cancel it?

To cancel a reservation, go to your personal space under "My bookings" then "Details" of the reservation concerned. If your reservation can be cancelled, a specific button appears "Cancel my booking", otherwise no cancellation is possible. Please read our Cancellation and Refund Conditions before any cancellation.

 

Can I modify a reservation I have made?

No, it is not possible to modify a reservation. It will have to be cancelled and the offer re-booked.

 

What are CoRacer's cancellation conditions?

Please read our cancellation and refund policy before any cancellation.

- Strict cancellation policy: no refund is possible

- Flexible cancellation policy:

Case n°1: If the cancellation occurs more than 30 days before the start date of the service, 100% of the amount of the reservation will be refunded.

Case n°2: If the cancellation occurs between 15 and 30 days before the start date of the service, a refund of 50% of the amount of the reservation.

Case n°3: If the cancellation occurs less than 15 days before the start date of the service, no refund will be possible.

 

What happens if a Seller informs me that the offer I paid for is no longer available and offers me an alternative?

Even if you have already confirmed a reservation, it is up to you to accept or refuse a different offer proposal from the Seller. If you refuse the offer change you can cancel your reservation in order to get a refund if possible (See CoRacer's cancellation conditions) and find another offer.  Otherwise, it is the Seller's responsibility to find a solution. CoRacer can, if necessary, help to find a solution but without any obligation of result. 

 

How to manage a disagreement with the Seller or the Buyer?


You can contact us by email at contact@co-racer.com.

 

 


15) Reviews


 

How do reviews work?

Only the buyer can leave a comment.

 

How long do I have to leave a comment once the experience is over?

The buyer has 7 days to leave a comment on his experience.

 

Can I modify a comment I wrote?

It is not possible to modify a comment already published.

 

Can I delete or reply to a comment with which I do not agree?

It is not possible to delete or reply to a comment.

 

Can I leave a comment to a Seller who cancels my reservation?

No, this is not possible.

 

How can I manage a disagreement with the Seller after the experience is completed?

You can contact the Seller via the CoRacer messaging system in your personal space under "My bookings" then "Details" of the relevant booking. You can send a message to the Seller or contact him via his telephone number.

 

 


16) Payment and communication


 

Why do I have to stay on CoRacer for my transactions?

By maintaining your communications and payments on the CoRacer platform, you are sure to be covered by our Terms and Conditions, Cancellation Conditions and Refund Policy. This makes it easy to find information related to your reservations. We cannot provide all these guarantees if your booking is not made and paid directly on CoRacer. Transactions or exchanges that take place off-site make it more difficult to protect your information and expose you to an increased risk of fraud..

 

How do I know if an email really came from CoRacer?

You can check if an email really comes from CoRacer by looking at the part that follows the @ symbol. All official CoRacer emails are sent with an address ending with: @co-racer.com

 

How does my e-mail address appear for my contacts?


Your email address is only visible to CoRacer. For all communications, we recommend using the integrated CoRacer messaging system. Off-site exchanges make it more difficult to protect your information and expose you to an increased risk of fraud.

 

What if I receive a payment request outside the CoRacer website?

We will never ask you to pay the price of a reservation outside the website or by e-mail. If you receive a personal email from an individual (including an email address automated@co-racer.com or any other user name username@co-racer.com) asking you to pay or accept payment off-site, contact us immediately via the contact form in the "Contact Us" section or by email: customer@co-racer.com

 

 


17) Safety information


 

How can I protect my account?

Create a password of at least 8 characters and a unique combination of letters, numbers and symbols. Do not use the password you created for your CoRacer account for other accounts (for example, your mailbox). You can also update your password in your personal space under "My profile" then "Contact & Security". Enter your new password and confirm it, don't forget to save the changes.

 

How do I know if an email really came from CoRacer?

You can check if an email really comes from CoRacer by looking at the part that follows the @ symbol. All official CoRacer emails are sent with an address ending with: @co-racer.com

 

What if I receive a payment request outside the CoRacer website?

We will never ask you to pay the price of a reservation outside the Website or by e-mail. If you receive a personal email from an individual (including an email address automated@co-racer.com or any other username username@co-racer.com) asking you to pay or accept payment off the Website, contact us immediately.

 

What should I do if I think my CoRacer account has been hacked?

Change your CoRacer password, check that your payment preferences and account settings are correct, check your offers and their descriptions.

 

 


18) VAT operation (Sellers only)


 

What is VAT and how does it apply to me?

If VAT applies, the Seller will receive his payment deducted from our service fees and VAT. If VAT applies, the VAT is applied to the total service charge of the booking. If you change your reservation, the tax will be adjusted to reflect the new amount of the service fees. If VAT is applicable (17%) it is directly included in the service charges deducted.

 

Where can I find my invoice with VAT?

An invoice with VAT is issued each time VAT is applied to the CoRacer service fees. An invoice is issued when there is a confirmed reservation with payment. It displays your information (name, address, etc.) as you entered it in your CoRacer account. We are not able to modify an invoice with VAT once it is issued.

 

How can I indicate my VAT number?

In your user profile, under "Legal - banking information" you can fill in the field Intra-community VAT number.