Terms of service

FACTOTUM is a platform established in Luxembourg that connects private individuals and businesses with independent tradespeople for small jobs in the home. The full identity of the company, its trade register number, its business permit number, its VAT number and its contact address are set out on the Legal notice page and on every invoice.

When you book a job, two contracts arise. The first covers the use of the platform, between you and FACTOTUM. The second covers the work itself, between you and the tradesperson who carries it out. Where FACTOTUM sells the job in its own name and collects the price, FACTOTUM is your counterparty for the work, and this is stated plainly in the confirmation and on the invoice.

To book you must be at least 18 years old and give accurate contact details and a correct address. You are responsible for the security of your password and you tell us about any use you did not authorise. We may suspend an account for false statements, misuse of the platform or fraud — we always give the reasons in writing and you can challenge them.

Before you confirm, we show the price, the time slot, the minimum duration, the travel charge and the cancellation terms. The order exists only once you press the confirmation button marked as creating an obligation to pay and you receive our confirmation by email. If no tradesperson is available for the slot you chose, we offer another time or release your payment in full.

All prices are in euro. For private individuals we always show the price including VAT. The standard rate in Luxembourg is 17 per cent. For work on a dwelling more than two years old and used as a main residence, the reduced rate of 3 per cent applies where the legal conditions are met and we receive the required declaration.

Small jobs are billed under the QuickFix rule with a minimum of half an hour, longer jobs per quarter hour started. Travel, materials and waste removal always appear separately in the summary. There are no surprises on the invoice — anything that was not shown before you confirmed will not be charged.

Payment is handled by our payment provider. The amount is held when you confirm and is released only once the work is finished and the complaint window has passed. Your itemised invoice is in your account and is sent to you by email. We never see your card details; they stay with the payment provider.

As a consumer you have fourteen calendar days from the order to withdraw, without giving a reason and without penalty. A clear statement is enough — by email, from your account or using the form attached to the confirmation. We acknowledge receipt and refund everything you paid within fourteen days, using the same means of payment.

If you want the work to start before that period ends, we ask you to confirm this expressly. If the work starts with your agreement and you then withdraw, you pay only the part already performed at that moment. Once the service has been fully performed with your express agreement, the right of withdrawal is used up, and the confirmation says so too.

Up to four hours before the slot starts you may cancel or reschedule free of charge. After that a fee may apply; it is shown before you confirm and never exceeds the minimum amount held. If the tradesperson does not turn up, FACTOTUM Rescue looks for a replacement at once and you pay nothing for that failure.

The work must match what was ordered and be carried out properly. If you report a defect within thirty days of the visit, we come back at our own cost and put it right. Where that is not possible, we refund the corresponding part of the price. Your statutory rights, including the guarantee against hidden defects, remain untouched.

Send your complaint first through support in your account or by email. We acknowledge it within two working days and answer within fourteen days. If no solution is reached, you may turn free of charge to the Service national du Médiateur de la consommation (6, rue du Palais de Justice, L-1841 Luxembourg, info@mediateurconsommation.lu). For a cross-border dispute the European Consumer Centre GIE Luxembourg (271, route d’Arlon, L-1150 Luxembourg, info@cecluxembourg.lu) assists you free of charge. The European online dispute resolution platform closed on 20 July 2025 and no longer accepts complaints. None of this removes your right to go to court.

Every professional working through FACTOTUM must hold valid professional liability insurance. If something is damaged during a visit, report it within seven days with photos. We take part in examining the case and follow it through to a decision. We never exclude our liability for our own fault, nor for death, personal injury or gross negligence.

Describe the job honestly, give an exact address and a number where you can be reached, and let the professional into the home at the agreed time. Clear space around the work area, plus electricity and water, are the customer’s responsibility. Payment is made either by card on the platform or in cash to the professional on site — in both cases it is recorded on the order and you receive an invoice. Cash is only allowed below 10 000 € (AML law); from 10 000 €, including amounts added up over the year, card payment is mandatory. Paying on the side, outside the order, removes your protection, your invoice and your guarantee.

The professionals are self-employed people or companies, not our employees. They decide their own hours, which requests they accept and how they carry out the work. FACTOTUM charges a commission on the work performed. That commission is shown in the account before a request is accepted and appears line by line in the payout statement.

Only someone who paid for a visit through the platform can leave a review. We never pay for reviews and never write them ourselves. We remove abusive, untrue or unlawful content and tell the author the reasons and the way to appeal. Any decision can be challenged for six months, and a person reviews the case again.

We process your data to organise the visit, take payment and keep the required records. The address is passed to the professional only after the order is confirmed, and location sharing runs only during the window in which the professional is on the way. How long we keep what, who has access and how you can download or erase your data is set out in the privacy policy.

The FACTOTUM name, the logos and the platform texts belong to us and may not be reused without our written consent. Photos and texts you upload stay yours. You grant us only the right to display and process them as far as the job, the invoice and any dispute require. Do not upload images you hold no rights to.

We may change these terms when the law, our services or our prices change. Any material change is announced at least thirty days in advance by email and in your account, and the date of the latest version appears at the top of the document. For an order already confirmed, the version in force at the time of that order always applies.

These terms are governed by Luxembourg law. If you live as a consumer in another country of the European Union, you keep the protection of the mandatory rules of your country of residence. Disputes may be brought before the competent Luxembourg court, and a consumer is equally free to go to the court of their own domicile. If a single clause turns out to be invalid, the rest of the text stays in force.

These terms apply to every handyman service booked with FACTOTUM in the Grand Duchy of Luxembourg, online or by phone. The service provider details, VAT number and business permit appear on every invoice.

Work is billed per hour at the rate shown at booking, with a minimum billable duration per service. Materials are invoiced at cost and listed separately.

Prices are quoted excluding VAT and invoiced with Luxembourg VAT: 17 % standard. The 3 % super-reduced rate applies only to renovation work on a main residence that is at least 10 years old, or within 5 years of its purchase, and requires AED approval.

Evening, weekend and urgency surcharges apply only when displayed before you confirm the booking.

Bookings are confirmed by email and in your account. You may cancel or reschedule free of charge within the notice period shown at booking; later cancellations may be charged the minimum billable duration.

If the selected professional cannot access the property at the agreed time, the visit may be charged as an attempted call-out.

As a consumer you have 14 days to withdraw from a distance contract without giving a reason. If you expressly ask us to start the work before the end of that period, you owe the proportion of the service already performed.

The selected professional’s work is guaranteed for the period stated on your invoice. Report any defect through your account chat: the re-inspection is free of charge and defective work is put right.

We are insured for professional liability. We are not liable for pre-existing defects, hidden installations we could not detect, or damage caused by materials supplied by the client.

Payment is made online at booking or on site after completion, as chosen by you. Invoices are due within the term stated on the document; late payment interest applies under Luxembourg law.

Complaints can be filed from your account or by email; we answer within 5 working days. Luxembourg law applies and the courts of Luxembourg City have jurisdiction, without prejudice to consumer mediation.