Right of withdrawal and form

The right belongs to every private person who orders through the site or the app, that is at a distance and without us standing face to face. You have fourteen days to withdraw from the contract, without having to give a reason or pay a penalty. Companies ordering in the course of their business do not hold this statutory right, yet they may cancel an order under the cancellation rules.

For a service the period starts on the day the order is accepted and runs for fourteen calendar days. If the last day falls on a Saturday, a Sunday or a public holiday, it extends to the next working day. A message sent on the last day is still in time, because what counts is the moment of sending and not the moment we read it.

It is enough to send us a clear statement that you are withdrawing from the contract: in your account next to the order, by e-mail to contact@factotum.lu, or with the form below. A simple sentence such as “I withdraw from my order number 12345” is enough, no reason is needed. We send you an acknowledgement with date and time straight away, so that you hold proof, and the order stops at the same moment.

Since most jobs are needed quickly, we ask you expressly at the order stage whether we should start before the fourteen days are over; that request is stored with its date and time. If you then withdraw before everything is done, you pay only the part already delivered, calculated on the hourly rate announced and on the materials actually used. If the service is fully performed at your express request before the period ends, the right lapses, and we tell you so clearly before the start.

The right no longer applies once the service has been fully performed at your express request, and it does not cover goods made to your measurements, such as a curtain or a worktop cut to size. If a material is already fitted and can no longer be removed without damage, its price remains due. We add no further exceptions of our own, and a clause taking this right from you earlier would be void.

We refund everything you paid within fourteen days of the declaration at the latest, using the same means of payment you used, unless you agree to another route. The refund carries no fee, no handling cost and no deduction, and any amount still held is released at once. If something remains payable because you asked for work before the period ended, that invoice is shown to you line by line and the balance comes back to you.

If your money does not come back in time or our views differ, please write to us first, because most cases are settled within two working days. If that is not enough, you may turn free of charge to the Service national du Médiateur de la consommation in Luxembourg. If you live in another country of the Union, 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. Your rights before the courts remain untouched, and Luxembourg law applies.