Accessibility statement

We align the site and the app with the level AA criteria of the WCAG 2.1 guidelines and with the European standard EN 301 549, as Directive (EU) 2019/882 on the accessibility requirements for products and services requires of commerce services. This statement covers factotum.lu, all of its sub-pages and the mobile applications for iOS and Android.

The site is partially conformant with level AA: most criteria are met, a few places are not yet fully in order. We measure this with automated checks at every release and, in addition, by hand, with the keyboard alone and with a screen reader.

Every order can be completed with the keyboard alone and the focus stays visible throughout. Buttons and fields carry descriptions for the screen reader, images have alternative text, the colours keep a contrast of 4.5 to 1 for running text. Type can be enlarged to 200 per cent without losing text, and the page works on a phone held upright. Animations calm down when the device is set to reduced motion. Every field carries a visible label, and errors are explained in words, never by the colour red alone.

Photos sent in by clients often carry no alternative text, because they come out of a camera and are not written by us; we describe them on request. The map showing the worker’s position is visual in nature, yet the distance and the estimated time of arrival always stand next to it in words. Some PDF documents from external partners are not yet properly tagged. We are working on these points and intend to have them settled by the end of 2026.

Write to us at contact@factotum.lu with the address of the page, a short description of what does not work and the device or assistive tool you are using. We acknowledge receipt within two working days and give an answer with the fix or a date within thirty days. For a problem that blocks an order under way, the team steps in at once and carries out the steps for you.

If something on the screen bars your way, you can place any order by telephone: the team reads the price, the time window and the conditions out to you, then writes it all to you by e-mail. Such an order carries exactly the same rights, guarantees and prices as an order on screen. On request we send an invoice or a contract as plain readable text, without tables.

If you receive no answer within thirty days, or if that answer strikes you as insufficient, you may turn to the Luxembourg market surveillance authority for the accessibility of services, which enforces Directive (EU) 2019/882 in the country. This route costs you nothing and stands alongside the ordinary courts. On request we pass on the contact details of the competent authority together with our correspondence on the matter.

We review this statement at least once a year and whenever a large part of the site is rebuilt. It rests on our own assessment, made of automated and manual checks. If the state of things changes, the new version appears here at once and settled points drop out of the list of shortcomings.