What we guarantee in writing

No advertising promises: every rule below is printed on your estimate and on your invoice, with its Luxembourg legal basis.

1. 1Authorised business, no undeclared work

   Every document carries our trade authorisation, RCS number and VAT number. We only carry out the activities that authorisation covers.

   Loi du 2 septembre 2011, art. 1er

2. 2Price fixed in writing before we start

   The hourly rate, surcharges and the travel fee are on the estimate. Any additional work is carried out and invoiced only after your express approval.

   Code de la consommation, art. L. 222-3

3. 3Honest time billing

   Small jobs run on QuickFix: 30 minutes minimum. Otherwise the minimum is one hour, then in 15-minute steps. You pay for the time actually worked, not for the reserved slot.

   Devis et facture FACTOTUM (min. 30 min, puis 15 min)

4. 4Compliant invoice at the correct VAT rate

   Every job is invoiced with a sequential number. The standard rate is 17 % VAT. Your estimate already states the final rate: we charge 3 % only when we hold the AED authorisation for renovation work in your main residence (at least 10 years old, or within 5 years of its purchase). Without that authorisation we invoice 17 % and show you how to claim the refund from the AED.

   Loi TVA, art. 63 · taux 3 % : autorisation AED

5. 514-day right of withdrawal

   You may withdraw within 14 days from any order placed online or at your home. If you expressly ask in writing for an immediate start, you pay only for the work already performed.

   Code de la consommation, art. L. 222-9

6. 6Urgent repairs: stated plainly

   If you expressly call us out for an urgent repair, the right of withdrawal does not apply to that work. It remains for any additional service you did not ask for.

   Code de la consommation, art. L. 222-9 (7) h)

7. 72-year legal guarantee on parts

   Every spare part and material the technician buys for your visit carries the two-year legal guarantee of conformity. We never exclude or limit it.

   Code de la consommation, art. L. 212-4 et L. 212-5

8. 8Work carried out to trade standards

   What counts is a result, not merely effort. On top of your legal rights, the selected professional’s work carries a contractual warranty whose length is printed on your invoice.

   Code civil, art. 1147

9. 9Free re-check visit if something is wrong

   Report a defect from your account: we come back within the stated window and put the work right at no charge. Your legal rights are unaffected.

   Garantie contractuelle FACTOTUM

10. 10Complaint and free mediation

    Write to us first: we reply within the deadline stated on the invoice. If we cannot agree, you may refer the case free of charge to the Service national du Médiateur de la consommation: mediateurconsommation.lu.

    Règlement extrajudiciaire des litiges · mediateurconsommation.lu

11. 11Your data

    We keep only what the order and the accounts require, with defined retention periods. You can export or have your data erased; accounting records stay for 10 years.

    RGPD (UE) 2016/679

12. 12No stock photos

    The site shows only real, reviewed photos of the independent professionals bookable through FACTOTUM. Photos of your job belong to your order and are never used as advertising without your consent.

    Règle interne FACTOTUM · consentement écrit

13. 13A trusted person is kept informed

    In your account you can name a trusted person: they receive a text when the work starts and when it ends — no address, no amount, no phone numbers. Nothing is sent without their confirmed consent; you can remove the contact with one click.

    Règle interne FACTOTUM · SMS uniquement avec consentement confirmé

14. 14Priority for an order in progress

    A request about an order in progress moves to the front of the queue. Our first-reply targets: 2 hours for a critical case, 4 hours for an urgent one, 24 hours otherwise. The deadline is shown in the ticket and tracked by the office.

    Engagement de service FACTOTUM · première réponse 2 h / 4 h / 24 h

15. 15What we do not promise

    No “ten-year guarantee” on small jobs: by law that applies only to genuine building works (art. 1792 Code civil). No “lifetime warranty”, no “everything is insured”, and no clause waiving your legal guarantee — such a clause would in any case be void.

    Code civil, art. 1792 · Code de la consommation, art. L. 211-2 et L. 211-3

The policy details are maintained in the admin settings. As long as they are missing, no insurance statement appears on the documents — we claim nothing we cannot evidence.

WHAT WE GUARANTEE IN WRITINGComplaint and free mediation