Cancelling, moving a visit and getting money back

Up to twenty-four hours before the agreed start you cancel an order with one button, without a reason and without anything being charged. The hour is always counted by the clock in Luxembourg, and the order shows from the outset when the free period runs out. If nothing has been debited yet, only the hold placed with the bank is released; if payment has already gone through, the whole sum comes back.

Within the last twenty-four hours cancelling stays possible, but a fee of thirty per cent of the estimate shown is then charged, because the professional’s time can no longer be sold. The amount stands on the screen before you confirm, and you afterwards receive a separate invoice with the line “Late cancellation”. We never go beyond thirty per cent: an order that has not yet been confirmed costs nothing even late.

If the professional cancels, it never costs you anything. FACTOTUM Rescue looks at once for a replacement at the same hour or at the moment that suits you best, and the price stays the one you accepted — even where the new person is normally dearer. If we find nobody, everything is refunded and you receive compensation as a voucher that never expires.

If the professional does not come and is still absent fifteen minutes after the agreed hour, you report it with one button: the order closes, nothing is charged and the search for a replacement begins. The other way round: if the professional stands before a locked door and gets no contact within fifteen minutes, the visit counts as missed and the fee of a late cancellation applies. Both cases are recorded in the order history with a photograph and the time, so that everyone can later see what happened.

If the hour no longer suits, simply choose another day in the order: that is free as long as it is more than twenty-four hours ahead and the same person is still available. If they are not, you get a list of others and you decide. Within the last twenty-four hours one move is still free, a second is not. The price of the work stays unchanged; only work that truly changes with the date, such as a seasonal check, is recalculated, and you see the sum beforehand.

If someone in the house falls ill, if the street is closed, if water stands in the cellar or if a municipal order forbids the work, no fee is charged, even where fewer than twenty-four hours remain. Simply write it into the order, with a picture or an explanation if need be; we look at it with common sense and never ask for a doctor’s certificate. Where there is danger, such as gas, fire or water meeting electricity, safety comes first: call the competent emergency number, and the order is closed at no cost.

A hold not yet debited is released at once; the bank then usually stops showing it within two to five days. If payment has already gone through, we send the money back to the same card or the same route, at the latest fourteen days after the cancellation, mostly far sooner. If a sum is disputed, it stays on the protected account until the matter is decided, and you see that in the order history. If an invoice for a late cancellation is wrong, a numbered credit note is issued and no line is simply deleted.

If you believe a fee is unfair, write to us within thirty days of the order. A person will review the timeline, times, photographs and messages and reply within three working days. If your claim is upheld, the fee is refunded in full. If you are not satisfied, you may contact the Médiateur de la consommation in Luxembourg or take the matter to court. We never pay you to delete a review, and a complaint never puts your order at a disadvantage.