Complaints and disputes

The shortest route is the “Report a problem” button on the order page: the date, the address, the price and the photographs are already attached there and the matter reaches the right person at once. Otherwise write to contact@factotum.lu or call us; a paper letter is accepted at the company address. Every route carries the same weight and receives the same case number.

Give the order number, the day and the time, describe in short sentences what is wrong, and attach photographs or a short video if anything is still visible. Tell us as well what you want: the work put right, a fresh visit, a lower price or your money back. If something is missing we ask once; we still begin with what is already there and our deadlines keep running.

We acknowledge receipt within one working day, with the case number. You receive a decision on the substance within fourteen days. If the work has to be inspected on site or a third party questioned, that stretches to thirty days and we tell you the reason and the new date. If an order is running at that very moment, the fast lane applies: a first answer within two hours during working hours.

If you report a problem before the payout, the amount stays on the secured account until the matter is decided. If the payout has already gone through, the platform advances the cost of the remedy itself, so that you need not wait for the professional’s bookkeeping. At no point does a member of our team ask for a transfer to a private account or for cash: such a request is always fraudulent.

First of all the work is put right at our expense, as a rule by the same professional; if you would rather not, we send another. Where putting it right is impossible or takes too long, the price is reduced or the money refunded. Damage caused in your home is settled through the platform’s insurance. These rights come on top of your statutory rights and do not replace them.

Within thirty days of the decision you may challenge it from your account. The review is handed to another person who took no part in the first decision, and you receive written reasons setting out the points we rely on. You hold the same right where an account, a review or a listing has been blocked by us; such a measure always carries a reason and the route for challenging it.

If we reach no agreement, you may as a consumer turn to the Médiateur de la consommation in Luxembourg. The mediation is free of charge for you, the application is filed in writing and presupposes that you first wrote to us once. If you live in another country of the Union, the same route stands open with the competent body in your country. We take part in such a mediation and answer the questions within the deadlines set.

Luxembourg law applies to our contracts. No word of this text takes from you the protection of the rules of your country of residence where you act there as a consumer. As a consumer you may bring the matter before the court of your home or before the court in Luxembourg; going through mediation is not a condition for going to court. For business accounts and for professionals, the courts of the City of Luxembourg have jurisdiction.