Paying on FACTOTUM

After the work is finished, you pay online or in cash to the professional; no card terminal is required. For cash, the professional records the exact amount received and you confirm it in the order. Both payment methods are recorded on the order and shown on the invoice. Payments made outside the order are not protected.

On confirming the order the bank reserves the amount on your card without it going to the professional. The money is only released when the work is finished and you have confirmed it on the screen, or automatically seven days after the end of the visit if you have said nothing. If you complain within that time, the sum stays on the protected account until the matter is settled. If the real work turns out smaller than planned, only what was worked is taken and the rest of the reservation falls away.

The amount has four parts: the working time, the materials, the travel flat rate and the tax. Time counts in half hours, so that a small job of twenty minutes is not billed like two hours. Materials are charged only against a receipt, and you see every item separately. The tax is the one of the country: three per cent for work in a dwelling older than two years and lived in, seventeen per cent otherwise; which rate applies is checked at booking from what you state.

If the visit shows that there is more to do, the professional sends a new estimate with the additional time and materials. That estimate appears on the telephone, and only once you have accepted it does the work continue and the amount rise. Without your agreement the price stays the one of the order, even if the visit lasted longer. If you do not wish to go on, only what has been done so far is paid, and you receive in writing what would still be needed.

After every visit a numbered invoice is drawn up, which you download in your account and receive by electronic mail. It states the time, the materials, the travel flat rate, the tax rate, the tax itself and the amount with tax, together with the name and tax number of the professional or of the platform. An issued invoice is never altered or deleted; if something is wrong, a numbered credit note is created. Invoices stay available for ten years, because Luxembourg law requires it.

A voucher is deducted before tax and always shown before confirmation, with the sum it saves. Every voucher has a validity date, may be tied to certain services and can be used only once per order; if an order is cancelled, the voucher returns to the account as long as its date has not passed. FACTOTUM has no subscriptions that renew by themselves: a repeated visit is confirmed by hand by the client each time. Gift cards stay valid for two years and are never charged without an act of yours.

Money always comes back by the way it came, at the latest fourteen days after the decision, mostly much sooner. A reservation not yet taken is released at once; the bank as a rule stops showing it within two to five days. Before you dispute a payment with your bank, write to us: we look at the history with the times, the photographs and the messages and answer within three working days, which is often faster than the banking route. If you dispute all the same, the amount is held until the matter is cleared, and your order is never treated worse for it.

Every payment runs through the strong confirmation of your bank, as the European rules on payment services require. The card details are entered directly at the certified payment provider and stay there; on our servers only the brand and the last four digits stand. We never ask you for a code or for your password by telephone or electronic mail, and never for a transfer outside the platform. If you receive such a request, it does not come from us: report it and we block that account. If you pay outside the platform all the same, no guarantee applies and the history of the order cannot help you in a dispute.