Content rules and reports

Allowed is everything that bears on the work: a clear description, photographs of the place, prices, times and factual feedback. Not allowed are: insults and threats, incitement to hatred, nudity, advertising for other services, other people’s data without their consent, stolen photographs, forged certificates and any work contrary to the law. A photograph taken in a home must show no third person who does not consent to it.

A review can be written only by the person who actually paid for the work; an account without a paid visit can rate nothing. We do not buy reviews, we delete none because it is unfavourable, and we do not move the order of display for payment. A review is removed only where it breaks the rules of this text; its author receives the reason and the route for challenging it. The professional’s reply always stands beside the review.

The message area serves the work, not advertising. Anyone who draws a client off the platform towards a private payment loses the account. Automatic messages about an order do not go out between 9 in the evening and 8 in the morning, unless you asked a question yourself or the work is urgent; the time is that of Luxembourg. You receive promotional messages only if you asked for them expressly, and a single click stops them.

Beside every review, listing and message there is a report button; an e-mail to contact@factotum.lu counts just as much. State where the content sits, why it strikes you as forbidden or unlawful, and give an e-mail address for the answer. You need to prove neither profession nor motive: anyone may report. A report with a name and a contact is handled swiftly; an anonymous report is examined too, but then we can write nothing back to you.

The report is looked at by a person, not by a machine alone; a program only helps to push urgent cases to the front. We answer within seven days at the latest and, where a person is in danger, the same day. The possible measures are: the content stays, it is hidden or deleted, its visibility is narrowed, the account is suspended or closed. On serious suspicion of a criminal offence we inform the authorities, as the law requires.

If we take a content item away or block an account, the person concerned receives written reasons: what happened, which rule or which law we rely on, whether a machine took part in the decision and which routes are open. Within six months the decision can be challenged from the personal area; another person reviews it and answers within fourteen days. Beyond that, a certified out-of-court body and the courts remain open to you; one route does not shut out the other.

Anyone who repeatedly sends manifestly unfounded reports in order to harm a competitor, or who repeatedly posts forbidden content, receives a reasoned warning and thereafter a temporary suspension. We weigh the number and the gravity of the cases, take the intention into account and keep the suspension as short as we can. Any such measure can be challenged by the route named above.

For users and for authorities alike the single contact address is contact@factotum.lu; paper post goes to the company address given in the legal notice. We work in Luxembourgish, French, German and English, and a report written in any of the ten languages of the site is accepted and handled. Once a year we publish a short account: how many reports, what handling time, how many challenges and how many of them succeeded.